Please re-sync

[maxscott]

Hi

My sure signal is not working. I have tried what I can from here but to no avail. Could you please re-sync it for me. The serial number is 22197189141.

Many thanks

Max

[jamsterdm]

Please can I have a resync on v2 serial number is: 40121044230

[Retired-Dave]

Hi guys,

maxscott - so that we can look into this further, can you post a few more details for me?

• Your speed test results from here.
• Your ping test results from here.
• Your external IP address from here.

We'll also need the results of a traceroute:

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.

On a MAC

• Open Terminal (Applications, Utilities)
• Type traceroute 212.183.133.177 and press Enter
• Paste the output of this command into your reply.

--------------------------------------------

jamsterdm - I've done the resync, so can you reset your Sure Signal as well for me?

If that doesn't help, pop us the information I've requested above and let us know what lights you're seeing.

Dave

[maxscott]

Hi

1 Speedtest - 10ms ping, 16.27 Mbps down, 0.88 up

2 Line quality B+, Ping 18, Jitter 1, unable to test packet loss

3 Ip 217.155.33.81

4 Trace.....

  1    <1 ms    <1 ms    <1 ms  192.168.32.252
  2    17 ms    17 ms    18 ms  losubs.subs.dsl5.th-lon.zen.net.uk [62.3.84.23

  3    18 ms    18 ms    18 ms  ge-2-1-0-125.cr2.th-lon.zen.net.uk [62.3.84.22

  4    18 ms    18 ms    22 ms  lndgw2.arcor-ip.net [195.66.224.124]
  5    20 ms    19 ms    18 ms  85.205.116.10
  6     *        *        *     Request timed out.
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  9  ^

Thanks

Max

[Retired-James]

Hi Max,

Thanks for getting back to us.

We’ve seen a few issues with Zen before that were resolved by going through the port forwarding.

Do you have this setup?

Has the Sure Signal been allocated an IP address by the router?

Are you able to test this on a different internet connection to see if it’s a fault with the Sure Signal?

James

[jamsterdm]

How do we get our box resynced now? Done a aim swap, 2 days later sure signal still ain't boosting

[Rahim]

@jamsterdm Can you take a look at our Sure Signal Troubleshooting thread, and then post back your results if you’re not directed to an existing thread?

[jamsterdm]

but I know what's needed rahim, I need my sure signal resync'ing since my last sim swap. As seen in this thread it's something that previously happened, can u resync my sure signal?

[Retired-Beau]

@jamsterdm

Please follow the below steps:

You'll need to remove the number from the Sure Signal by logging into My Vodafone

Select your number and click on Manage services. Then click on Sure Signal followed by Manage users.

Restart the phones and Sure Signal device

You'll then and re-add the number and this will pick up the new SIM.