Phone won't connect to sure signal

[peter_333]

Hi Tech Team,

I'm having continued problems with my Sure Signal (version 3 I think - the one that hangs off the wall socket).

I had it unplugged while I was away on a work trip for 8 days, and couldn't get it to work when I got back last Wednesday (a variety of issues in the end, it seems).  After a number of days calling 191 for support it was up and running again, but only for about 24 hours.  I noticed this morning that my phone has lousy signal (1-bar on an iPhone 4), and it hasn't got better during the day.  Current situation is:

- Solid red power light

- Solid white Internet and Service lights

- No activity on the "In Use" light

- Dashboard says the sure signal is active

Serial number is 40132326915.

I've tried powering my phone off and on again, and also tried to manually force it to search for a network connection (changing the carrier to another provider in the iPhone settings, then back to Auto), but it still has really bad signal, so I guess the phone isn't connecting to the Sure Signal at all.

What should I try here?

I'm loathe to keep trying hard resets of the Sure Signal as I've spent the last four or five days doing this, and hate that I have to wait 24 hours to see whether or not it worked.

Cheers,

Peter

[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

[peter_333]

Hi Matt,

I've been through the troubleshooter.  It doesn't list the specific light config I'm seeing, though (first 3 lights solid, but no "in use" light and only 1 bar of service on my iPhone).  But I went through a lot of the trouble-shooting steps anyway, with no improvement.

Here's the test info you asked for:

Speed - Up 7.33 Mbps / Down 0.93 Mbps (testing against Vodafone headquarters)

Ping - 34 ms (ping) / 1 ms (jitter)

External IP - 109.157.53.67

Traceroute:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets

 1  bthomehub (192.168.1.254)  3.522 ms  1.725 ms  1.094 ms

 2  217.32.147.111 (217.32.147.111)  6.213 ms  10.898 ms  6.328 ms

 3  217.32.147.158 (217.32.147.158)  6.460 ms  8.345 ms  63.042 ms

 4  212.140.206.98 (212.140.206.98)  10.626 ms  11.938 ms  10.286 ms

 5  217.41.169.245 (217.41.169.245)  10.392 ms  10.279 ms  10.331 ms

 6  217.41.169.109 (217.41.169.109)  11.355 ms  10.393 ms  10.665 ms

 7  acc2-10gige-9-2-0.sf.21cn-ipp.bt.net (109.159.251.221)  13.689 ms

    acc2-xe-1-3-0.sf.21cn-ipp.bt.net (109.159.251.203)  10.179 ms

    acc2-xe-0-0-3.sf.21cn-ipp.bt.net (109.159.251.207)  9.869 ms

 8  core1-te0-4-0-2.ilford.ukcore.bt.net (109.159.251.129)  18.786 ms  15.747 ms  16.259 ms

 9  peer1-xe11-0-0.telehouse.ukcore.bt.net (109.159.254.124)  18.178 ms  17.916 ms  17.718 ms

10  lndgw2.arcor-ip.net (195.66.224.124)  22.086 ms  21.028 ms  20.099 ms

11  85.205.116.14 (85.205.116.14)  19.326 ms  21.090 ms  19.361 ms

12  * * *

13  * * *

14  * * *

15  * * *

16  * * *

For background info (as per my first post), the box was working perfectly a few days ago, and I've seen no connection since.  I'd previously (around 1 week ago, when I was first having problems) opened ports on my router as per other posts I'd seen on this forum, and the Sure Signal was working after that.

Any ideas?

Cheers,

Peter

[peter_333]

Hi again,

Just picked up my iPhone 5S this morning, so have got a new phone with new SIM, and that is not connecting either (SIM swap was completed within the last couple of hours).

But neither my iPhone 4 with old SIM or iPhone 5S with new SIM get a connection to the SS box.  Do I have to do something special to get it to connect with the new phone and SIM?

Would REALLY appreciate some help on this.

Cheers,

Peter

[Retired-Kay · Accepted solution]

Hi peter_333, 

The lights that you see show the Sure Signal is active and ready to take calls so this is strange. 

Can you deregister the Sure Signal altogether through My Account for a few hours? After a SIM swap you do sometimes need to do this anyway. 

Let us know how you get on, 

Kay

[peter_333]

Thanks Kay,

I've deregistered the Sure Signal online, and unplugged it.  Will register it again in a few hours and report back.

Cheers,

Peter

[peter_333]

Hi Tech Team,

So, I deregistered my Sure Signal early this afternoon, then plugged it back in a little while ago.  Before I'd re-registered it online, I noticed already I have 5 bars of signal on my phone, and I could make calls!  Quite a nice surprise.

But, I've re-registered it now, aswell.  If I have any continued problems, I'll let you know.

Thanks for the help,

Peter     🙂

[Sukhi]

Hi peter_333

Thanks for the update I'm glad to see it's working again :).

Sukhi

[dgosal]

Hi,

My sure signal won't connect to my phone. I have tried everything in the trouble shooting, the correct lights etc are on. Please can you send a firmware update and resync as this seems to be solving peoples issues. Thanks

[dgosal]

Hi,

My sure signal won't connect to my phone. I have tried everything in the trouble shooting, the correct lights etc are on. Please can you send a firmware update and resync as this seems to be solving peoples issues. Thanks