One of my devices will not connect to Sure Signal

[Soofla]

Over the past 48hrs I've bought my old Sure Signal back online after not using it for almost 5 months. It booted up and connected fine - lights on the device are doing exactly as expected.

My wife with her Samsung Galaxy Nexus has connected through the device and it is working as expected. My brother-in-law was able to connect with his Apple iPhone - they both have a full 3G signal throughout the house.

My Google Nexus 5 however will not connect. It is still attempting to use the poor 1-2 bar of signal we can get naturally. I've tried rebooting the phone numerous times and have also given the SS a reboot too.

Oh - also, the SIM in the Google Nexus 5 is different to the one that was in there when we last used the SS back in March. I'm gonna guess that is probably causing the issue?

Any suggestions?

Thanks.

[Retired-Matt_Vo]

Hi

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

Matt
Moderator

[Soofla]

I've completed the tests as required. However the issue isn't my Sure Signal's connection to your servers - this is working just fine. The issue is that one of my devices here (that has had a SIM swap since the last time we used the SS) is not connecting to the SS device.

http://www.speedtest.net/my-result/3691361695

http://www.pingtest.net/result/104124870.png

86.151.212.142

C:\>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  BThomehub.home [192.168.1.254]
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4     5 ms     5 ms     5 ms  213.120.158.157
  5    10 ms    10 ms    10 ms  213.120.181.182
  6    10 ms    10 ms    10 ms  217.41.169.221
  7    11 ms    10 ms    10 ms  217.41.169.109
  8     9 ms     9 ms     9 ms  acc2-xe-11-2-0.sf.21cn-ipp.bt.net [109.159.251.1
99]
  9    19 ms    18 ms    21 ms  core2-te-0-13-0-10.ealing.ukcore.bt.net [109.159
.251.179]
 10    19 ms    19 ms    19 ms  peer1-xe11-1-0.telehouse.ukcore.bt.net [109.159.
254.112]
 11    21 ms    18 ms    18 ms  lndgw2.arcor-ip.net [195.66.224.124]
 12    19 ms    19 ms    18 ms  85.205.0.86
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.

S/N: 21818613578

[Retired-Simon]

Hi Soofla,

Your suspicion is correct. If you change the SIM card, it can cause the IMSI number to detach.

If you de-register the number from the Sure Signal for 24 hours and then re-register it, this should fix the issue.

Thanks,

Simon