Only one phone working with SSv1

[k3ll3tt]

My wife's phone stopped connecting to the Sure Signal a while back. My attempts to log in and see what was going on kept taking me to a 'maintenance' page until I finally worked out that Vodafone had changed their site all around and the Sure Signal management page I'd bookmarked no longer existed. 

When I did finally track it down, the Sure Signal page on my account was empty. The device (which was working fine with my phone) did not appear at all on my account - I had to re-register it as if it was a new device. It then showed up, and I added my wife's number. She received a text confirming she had been added, but her phone still won't connect to it. 

I have reset the Sure Signal, and confirmed that my wife's number is still recorded as a user in the account management. Please advise on what now needs to happen to get her phone connecting to the Sure Signal again.

Serial number is 21196779488

[Retired-Sarah]

Hi @k3ll3tt

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,

Sarah

[k3ll3tt]

Speed test: Ping 29ms, 17.52Mbps down, 2.96Mbps up

Ping test: Packet Loss 0%, Ping 32ms, Jitter 2ms, Rating A

External IP: 86.186.99.44

Serial Number: 21196779488

Traceroute:

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms BThomehub.home [192.168.1.254]
2 17 ms 17 ms 17 ms 217.32.145.9
3 17 ms 17 ms 17 ms 217.32.145.62
4 22 ms 21 ms 22 ms 212.140.235.138
5 22 ms 22 ms 22 ms 217.41.169.247
6 22 ms 23 ms 22 ms 213.120.179.83
7 22 ms 21 ms 21 ms acc2-xe-0-0-3.sf.21cn-ipp.bt.net [109.159.251.20
7]
8 34 ms 35 ms 35 ms core2-te-0-13-0-10.ealing.ukcore.bt.net [109.159
.251.179]
9 30 ms 30 ms 35 ms peer1-xe3-2-1.telehouse.ukcore.bt.net [109.159.2
54.209]
10 51 ms 33 ms 32 ms lndgw2.arcor-ip.net [195.66.224.124]
11 31 ms 31 ms 31 ms 85.205.0.86
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.

[Ben_H]

Hi @k3ll3tt

Thanks for posting your results. 

The device seems to have been registered successfully, but the set up hasn't completed.

Chances are the router needs to assign a new IP for the unit now it's swapped over.

Please reset your router, and then reset the Sure Signal as follows:

• Hold the power button for 20-30 seconds
• When all the lights flash together, release the button
• Allow one to six hours for the unit to set up.

Thanks,

Ben

[k3ll3tt]

All working again this morning - both phones now connected.

Thanks