Nokia Lumia 800 fails to register on sure signal?

[RJTN]

Hi I upgraded one of my 4 Vodafone numbers to a Nokia Lumia 800 and the SIM was changed to micro sim but I cannot get it to register on my sure signal. I have removed and re-added the number on sure signal. It is over 24 hours since we did the upgrade. Sure signal accepted the number as it starts 07..........

[RJTN]

hi forgot to add last night that my sure signal serial number is 21196754697 and I have tried resetting the box.

[Retired-Matt_Vo]

Hi

Can you take a look at our Sure Signal Troubleshooting thread, and then post back your results if you’re not directed to an existing thread?

Thanks

Matt

Moderator
eForum Team

[RJTN]

Hi, I followed the troubleshooting guide last night and ended up registering for this forum.  I waited for over 24 hours from the change to a micro sim before doing anything. Since then I have removed and re added the number. Power cycled the sure signal. Recycled the sure signal using the factory reset and even forced the phone to look for another network and then back to Vodafone. After all this the new phone and sim cannot see the sure signal but ny other 3 numbers still work. Thanks Richard

[RJTN]

I have read some similar posts about single sims failing to register on sure signal. In these cases a resync seemed to work.

please cac you try a resync of my sure signal?

serial number already provided.

thanks Richard

[Phil]

Hi RJTN,

Thanks for all of the information you've provided.  It certainly seems like you've tried all initial checks to get your number picked up by the Sure Signal.  I have resynced this for you.  Can you please try a factory reset of the device now as below:

• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• The Sure Signal will come online in around 1 hour.

Let me know how you get on with this.

Thanks,

Phil

[RJTN]

Phil

Unfortunately this does not appear to have worked. I still have 3 phones that can connect to the suresignal and make calls and one phone that cannot connect. Reading some other posts I have taken the following infomation as suggested by the team for other issues. Does this help? Any ideas on why just one phone does not connect. I can give you the actual number if you want but you should have seen it removed and re-added a couple of times. When it did not work after the factory reset we tried powering off the phone and switching it on again. I also removed and re-added the number.

Speed test - ping 36ms, download 13.05Mps upload 0.80Mps

Pingtest - Line quality A, Ping 30ms, Jitter 1ms, Packet loss 0%

IP address - 176.24.201.203

trace command - I do not seem to be able to copy and paste  the info. I will try again later

Is there anything that can be done

[RJTN]

this is what the trace said

tracert 212.183.133.177

tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177] over a maxium of 30 hops

1 1ms 1ms 1ms skyrouter.home [192.168.0.1]

2 25   24     24   b018c9fe.bb.sky.com [176.24.201.254]

3 23   22    23    10.245.190.145

4 34   31   31     02780865.bb.sky.com [2.120.8.101]

5 30   30   29     bu4.gr10.telon.uk.easynet.net [89.200.135.145]

6 37   35   36     AMDGW1.arcor-ip.net [195.69.145.123]

7 51   47   47     188.111.129.25

8 64   63   63      85.205.116.6

9 to 30 all said request timed out

Please can someone help

[Phil]

Hi RJTN,

Thanks for coming back to us with this additional information.  Everything looks fine with the traceroute that you've posted. 

As silly as it sounds can you just confirm that you are using a Vodafone SIM card that was supplied by Vodafone and the phone you're using on the number that doesn't connect is 3G compatible (and that this is active)?

When you tried to register the number on Sure Signal was it accepted? Does it still show as registered against Sure Signal when you view the list via My Account?

Thanks,

Phil

[RJTN]

Phil

Just to confirm the phone is a Nokia Lumia 800 and 3G compatible. When I am out of the house it picks up a 3G signal in fact it registers 'H' for HSDPA.

It is a Vodafone number and the sure signal let me remove the number and re add the number without any errors. I think this also confirms it is a Vodafone number.

This number is still not working with the sure signal box and the other 3 numbers still work fine.

Richard