Not in Use

[Tim01]

Hi, I seem to be like many others. I have a problem with my sure signal box.

The red power light is on the second white, in service, light is on, but the 3rd light doesn't come on at all even when the phone is in use.

I've read how to reset the box and carried this out, however, I still only have one bar of signal. This seems to of started since my phone upgrade.

Can anyone help throw a little light on this?? Thanks

[Amanda]

Hi @Tim01 

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

VSS Traceroute command

On a PC:

Click on Start and select Run

Type CMD into the Run box and press enter/click ok

A black box will appear.

In this box type tracert 212.183.133.177 press Enter

Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

Thanks.

[Tim01]

Hi

As requested please find the information you requested and the result of my tests below

Ping  11ms

Download Speed  16.03mbps

Upload Speed  3.10mbps

IP Address 82.4.103.1

Serial No 40121447144

Microsoft Windows [Version 10.0.10240]
(c) 2015 Microsoft Corporation. All rights reserved.

C:\Users\Tim>212.183.133.177
'212.183.133.177' is not recognized as an internal or external command,
operable program or batch file.

C:\Users\Tim>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     8 ms    12 ms    10 ms  10.147.208.1
  2    12 ms    12 ms    12 ms  leed-core-2a-xe-201-0.network.virginmedia.net [82.15.94.129]
  3     *        *        *     Request timed out.
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6     *        *        *     Request timed out.
  7    34 ms    34 ms    35 ms  lndgw2.arcor-ip.net [195.66.224.124]
  8    40 ms    37 ms    37 ms  85.205.0.86
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete.

C:\Users\Tim>

Thanks

Tim

[Gemma]

@Tim01 - It was showing on your Sure Signal account, an error at validating the location address.

I’ve changed it to our office postcode and then back to yours.

It’s showing ok now. Please perform a reset:

• Unplug the Ethernet cable from the Sure Signal
• Locate the button on the base of the box next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• Plug the cable back in

Allow around one hour for the Sure Signal to come back online.

[Tim01]

Hi.

Thanks for that, but unfortunately it doesn’t seem to of worked. I’ve reset it twice and reset my phone, but still only one bar of signal

[Jenny]

@Tim01 - Everything you’ve provided looks fine.

The lights you’re seeing mean that the Sure Signal is ready, but not in use.

Please check your phone’s network settings, to make sure 3G is turned on. I also recommend you restart your phone when in range of the Sure Signal, to see if it’ll connect.

If this still isn’t working, try registering another Vodafone UK number when someone else is in range of the Sure Signal, to see if they can connect.

[Tim01]

Hi,

Thanks for the advice, I have tried the things you suggested, but I still only have 1 bar of signal, which makes my phone not usable for calls.

[Mark]

@Tim01

The Sure Signal device his connecting correctly to the network.

When you upgraded your phone did you receive a new SIM card?

If you’re using a new SIM in your new phone, you’ll need to re-register your mobile with your Sure Signal as you did when it was first installed.

Once you’ve completed this your signal will improve.