Phone Not Picking Up 3G Signal from Sure Signal Version 2

[SteveTomalin]

Hi,

I recently acquired a Vodafone Sure Signal Version 2, to use at a location where the signal strength varies erratically from strong to non existent. I have a Vodafone Sure Signal Version 1 at home. The second unit was sucessfully registered yesterday morning (after Vodafone de-registered from a previous owner for me) and it appears to have been successfully connecting. However, my HTC One M7 phone is not connecting to the Sure Signal 2, i.e. I can see that the signal strength of the service to which the phone is connected is still varying wildly, plus no additional lights come up on the Sure Signal V2 when I make a call.

The status of the Sure Signal on the Dashboad is 'Active'

The Power light and System lights are on solid, having run through, what appears to be, a healthy start up sequence.

I have run through the relevant trouble shooting procedures for the Sure Signal 2, plus other steps suggested by Vodafone representatives Jenny and Matt, in similar posts.  The results of those tests are shown at the bottom of this message.

Additional Steps I have taken:
Switched the phone into Airplane Mode and out again, after each occasion the Sure Signal has been restarted.
Changed router config to move the Sure Signal into the router's DMZ.

When Vodafone de-registered the unit for me, I was informed that it could take up to 24 hours, before I could successfully use it. Based on my description of the scenario above, is anyone aware of anything server side, that could still be preventing the until from working properly?

Alternatively, is there a way I can monitor or verify (without using another phone) as to whether the unit is generating a 3G signal, in case my mobile has some sort of compatibility issue?

I guess it's possible the unit may be faulty, but I'm hoping to identify a conclusive test to prove that possibility, one way or the other. Any assistance would be gratefully received.

Kind regards,

Steve Tomalin

Sure Signal Trouble Shooting Thread Results

Check that the phone you’re using works on 3G:
Not discounting the possibility that there may be an incompatibility between my HTC One M7 and the Sure Signal Version 2, this phone works fine with my Sure Signal Version 1 at home.

Test your SIM in another 3G phone.:
Similarly, the SIM/Phone works on the Sure Signal Version 1 I have at home, therefore, presumably, this is not relevant.

If your phone has never picked up a 3G Signal...:
Not applicable.

If your phone is already set to 2G and 3G but has still never picked up a 3G signal...:
Not applicable.

Has Your SIM recently been replaced?:
Not applicable.

Check that the number you’re using has been added to your Sure Signal:
The Sure Signal Version 2 is registered with me as the Owner, in exactly the same way as the Vodafone Sure Signal 1 that I have at home is registered.

If the number you're trying to use doesn't appear here, you need to click the ‘Add User’ button and enter the new mobile number. This can only be done if you’re the Owner or Administrator of the Sure Signal:

Not applicable, as I am the owner. Attempts to add myself and my number, as a User, generates this error:-

! Sorry we are not able to process your request because of following errors in your form.
.Sorry. You can only add users who have a Vodafone mobile phone number. This will start with 07, and have 11 digits.
.You're already added this person to your Sure Signal. If you'd like to add someone else, please choose another person.

Broadband Speed Test
Ping: 27ms
Download Speed: 2.12Mbps
Upload Speed: .48Mbps

Pingtest Results
Packet Loss: 0%
Ping: 106ms
Jitter: 5ms
Your Grade: B

Current External IP Address of Router
IPV4: 80.43.191.229
IPV6: ::ffff:502b:bfe5

Tracert Results
C:\Users\SteveT>tracert 212.183.133.177

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

1 51 ms 111 ms 101 ms host-80-43-176-1.as13285.net [80.43.176.1]
2 53 ms 101 ms 107 ms host-78-151-238-25.as13285.net [78.151.238.25]
3 57 ms 108 ms 101 ms host-78-151-238-48.as13285.net [78.151.238.48]
4 67 ms 98 ms 106 ms host-78-144-9-141.as13285.net [78.144.9.141]
5 45 ms 110 ms 101 ms host-78-144-11-18.as13285.net [78.144.11.18]
6 56 ms 101 ms 110 ms xe-10-0-1-xcr1.lsw.cw.net [166.63.217.37]
7 57 ms 106 ms 103 ms ae12-xcr1.lns.cw.net [195.2.28.26]
8 * * * Request timed out.
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.

PathPing Results

C:\Users\SteveT>PathPing 212.183.133.181

Tracing route to 212.183.133.181 over a maximum of 30 hops

0 STVostro [192.168.1.5]
1 host-80-43-176-1.as13285.net [80.43.176.1]
2 host-78-151-238-25.as13285.net [78.151.238.25]
3 host-78-151-238-12.as13285.net [78.151.238.12]
4 host-78-144-9-131.as13285.net [78.144.9.131]
5 xe-11-3-0-scr001.loh.as13285.net [78.144.0.227]
6 xe-10-0-1-xcr1.lsw.cw.net [166.63.217.37]
7 ae12-xcr1.lns.cw.net [195.2.28.26]
8 * * *
Computing statistics for 175 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address

0 STVostro [192.168.1.5]
0/ 100 = 0% |
1 26ms 0/ 100 = 0% 0/ 100 = 0% host-80-43-176-1.as13285.net [80.43.176.1]
0/ 100 = 0% |
2 27ms 0/ 100 = 0% 0/ 100 = 0% host-78-151-238-25.as13285.net [78.151.238.25]
0/ 100 = 0% |
3 31ms 0/ 100 = 0% 0/ 100 = 0% host-78-151-238-12.as13285.net [78.151.238.12]
0/ 100 = 0% |
4 28ms 0/ 100 = 0% 0/ 100 = 0% host-78-144-9-131.as13285.net [78.144.9.131]
0/ 100 = 0% |
5 28ms 0/ 100 = 0% 0/ 100 = 0% xe-11-3-0-scr001.loh.as13285.net [78.144.0.227]
0/ 100 = 0% |
6 30ms 0/ 100 = 0% 0/ 100 = 0% xe-10-0-1-xcr1.lsw.cw.net [166.63.217.37]
0/ 100 = 0% |
7 28ms 0/ 100 = 0% 0/ 100 = 0% ae12-xcr1.lns.cw.net [195.2.28.26]

Trace complete.

Sure Signal Version 2 Serial No.: 40114603133

[SteveTomalin]

Hi Vodafone Support,

If you did anything, to make this Sure Signal start working, please enlighten me/us, as other people could benefit from the information!

The only thing I have done, since posting the original message this morning, was to have a moment of inspiration and added a MiFi device, for which I have a second Vodafone SIM, to the list of authorised users/numbers.  The MiFi device finally burst into life on the Sure Signal V2, a few minutes ago when I re-tested it and, when I switched my phone to Airplane Mode and back again to regular service, the phone finally picked up the Sure Signal V2 signal also.

I would be really interested to know whether you guys did anything to resolve this?

Kind regards,

Steve Tomalin

[Retired-Andy]

Hi Steve,

It’s great to see your phone is now connecting to your Sure Signal.

It can take up to 24 hours for any added numbers to register on the unit.

It seems that this has happened on this occasion.

Thanks,

Andy

[SteveTomalin]

Hi Andy,

Err no, I don't think you perhaps read the case notes properly. The Sure Signal had been registered for in excess of 24 hours and yet the phone associated with the Owner (i.e. me) was still not picking up the signal. Eventually, I thought to add a MiFi device I own, which has another Vodafone SIM in it. That did not pick up the Sure Signal either, initially, but it did after a further 2 hours or so, which was the point at which I re-tested it. At that stage, I re-tested the phone (by switching it into Airplane Mode and back again) and the phone then started working on the Sure Signal also.

What I really wanted to know was what suddenly triggered the Sure Signal into action? I can't believe you don't have a log of what went on with this device, given the fact that I provided the external IP address and serial number. I'd like to know if any errors were reported on your side, which perhaps an operator responded to? Did something suddenly trigger a firmware upgrade in the unit, which caused the device to start operating correctly? Did the act of me adding a second device, i.e. the MiFi device with another SIM, suddenly cause something to be reset somewhere within your systems?

I regret to say that there really is still too much mystery surrounding these Sure Signal devices, particularly in terms of what goes on behind the scenes within your systems. Don't get me wrong, I'm delighted it is now working, but there needs to be more transparency as to how the whole solution hangs together. I see loads of examples of your customers bashing their heads against walls for hours on end, as I was, a couple of days ago, only to find that everything mysterious starts to work, with no apparent explanation, after making enquiries and/or providing you with relevant information about the errant device.

So, would you mind taking a look at your logs and explain to me what happened to make it work, and when, with perhaps a little supporting detail. It was not working at 11:10am yesterday morning, and at 14:30ish, it started working. The Sure Signal was registered at 10:19:19 on 08/07/2014. I know you say that some things can take up to 24 hours to take effect but, usually, those things happen a lot quicker than that and 24 hours is evidently just a figure to cover yourselves, worst scenario. On this occasion I do not believe it was just a question of waiting long enough for this Sure Signal to begin working. I think there was definately a problem and, after I reported that problem, someone either intervened and resolved it manually, or some other event triggered a process that cleared the problem. I don't think it is unreasonable for us, the Vodafone Community, to want to get a better understanding of the cause of these types of problem.

I look forward to hearing from you.

Kind regards,

Steve Tomalin

[Retired-Ian_]

Hi Steve,

We advise up to 24 hours for the registration and set up process to complete.

If you'd like more information you can find out how to get in touch here.

Thanks,

Ian

[SteveTomalin]

Hi Ian,

So, are you now suggesting that it may take longer than 24 hours, or are you guys simply not understanding the point I am making and the question I am asking?  The unit had been registered for well in excess of 24 hours, and yet it was still not functioning.  I have reason to believe that there was another problem responsible for this problem (other than simply a question of the registration process not having completed) which was either fixed by manual intervention, or by some other event.  I'd like your team to explain to me, and for the benefit of the rest of the Vodafone Sure Signal Community, exactly what it was that was causing the problem in this particualr case, and what it was that resolved the problem.  Is that asking too much?

Many thanks,

Steve Tomalin

[Retired-Ian_]

Hi SteveTomalin,

It's impossible for us to say what was causing the problem.

We didn't push anything out to your Sure Signal, so it may be that you switching the phone to Airplane Mode and back has resolved this for you.

Thanks,

Ian

[mitchread]

LOL.

I cannot believe this thread. Steve - I have never seen such a patient user, who fills in all the detail required by Vodafone (whether it is relevent or not) and then just gets basic, templated replies. This thread makes me want to never post in these forums, because it seems like you never get answers. "Wait 24 hours (or more)" is the Vodafone equivalent of "Have you tried switching it off and on again?" 

Very poor form Vodafone. People like Steve deserve to be answered.