Phone not connecting to Sure Signal

[Nokk]

Hi, I returned to vodafone after a month away, I registered my sure signal v3 and dispite all the correct lights showing my phone is not connecting to it.  Serial number is 42164946776

Please can you help and advise

Thanks 

Nokk

[BandOfBrothers]

Can you please look at the guide below @Nokk as the information may help to resolve issues. There is an 'Issue Not Listed' option which guides you through how to run a TraceRoute to paste back in your thread for Vodafone Social Media Team to look over. 

Also sometimes turning Off 4G in the phones settings to force 3G can help. 

Vodafone-Sure-Signal-troubleshooting.

[Nokk]

Hi 

Here is my Tracert

C:\Users\Dave>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 1 ms 1 ms 1 ms router.asus.com [192.168.0.1]
2 * * * Request timed out.
3 * * * Request timed out.
4 8 ms 8 ms 8 ms be3-3104.psb-ir01.plus.net [195.166.143.136]
5 9 ms 9 ms 9 ms 195.99.125.134
6 10 ms 9 ms 9 ms 213.121.193.207
7 25 ms 9 ms 19 ms t2c3-et-7-3-0-0.uk-lon1.eu.bt.net [166.49.211.230]
8 59 ms 22 ms 13 ms 166-49-211-254.eu.bt.net [166.49.211.254]
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.

[Nokk]

Further information as i read that IP's are not always on your white list and may need to be added??

My External IP  51.6.127.11

Download Speed : 37.44 Mbps

Upload: 1.84 Mbps

Ping: 10 ms

2nd Tracert run this evening

C:\Users\Dave>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 1 ms <1 ms <1 ms router.asus.com [192.168.0.1]
2 * * * Request timed out.
3 8 ms 8 ms 8 ms 137.hiper04.sheff.dial.plus.net.uk [195.166.143.137]
4 8 ms 8 ms 9 ms be3-3104.psb-ir01.plus.net [195.166.143.136]
5 10 ms 9 ms 8 ms 195.99.125.134
6 9 ms 9 ms 9 ms 213.121.193.207
7 8 ms 7 ms 8 ms t2c3-et-7-3-0-0.uk-lon1.eu.bt.net [166.49.211.230]
8 10 ms 11 ms 9 ms 166-49-211-254.eu.bt.net [166.49.211.254]
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.

[Nokk]

Hi, Can you provide an update on this please

Thanks

[Gemma]

@Nokk - I’ve checked and the IP address you’ve posted is already on our whitelist. 

Your Sure Signal last connected to the network at 9.39pm yesterday.

Has the light sequence now changed? If so, please let us know the exact light display you’re getting.

[Nokk]

Hi, it's the correct light sequence. Red light, 2nd and 3rd lights solid white, 4th light off

[Nokk]

What is the next step as the sure signal is sync'd on the network but  not providing the signal to my phone or any other vodafone that I add in the household.

I'm also getting daily emails and texts saying my sure signal will be stopped due to inactivity? ? But refers to serial number 40134921556..possibly my old deregistered ss3?

Thanks

[Nokk]

No Responses on here so phoned 191, they said to do a hard reset and guaranteed it would work after this......it didn't.

Have i got a another faulty SS3?? only got it changed in March.

[Nokk]

The hard reset didn't work

Was told by 191 that i had a sim 'mismatch'  - this has been updated....but has not worked. Also told to keep the phone in 3g mode, which is interesting as that is the only mode that now will not pick up at least the occasional 1bar signal. (4g & 2g get 1 bar. 3g mode goes to full emergency only)

Any advices please....i have added other vodafones too with no joy