SIM Swap - Now Sure Signal doesn't pick up my phone

[MiracleMaud]

Hello there

I am a long term Sure Signal, v2, user.  Recently, I upgrade my iPhone, which necessitated a new (nano) SIM.  After much trauma activating the new SIM, I now find my Sure Signal is not picking up the phone.  I have tried restarting my HomeHub, the Sure Signal device and my phone several times, to no avail.  I have also read the troubleshooting guide.

Without the Sure Signal in the loop, my Vodafone service is useless at home.

I am very frustrated when every minor, supposedly improving, change I make leads to bucketloads of interactions between myself and Vodafone.

Never has BT's latest offering looked so attractive.....

Please help!

[MiracleMaud]

I'm now having a brain fade and can't find the link and destructions to do the speed test etc.  Could someone direct me please?

My speed is over 60mb download, and upload, c18mb, so doubt it can be speed (although it could be something else broadband related, I guess).

Thanks again.

[BandOfBrothers]

I use Ookla

http://www.speedtest.net

Edit : And I use http://consumers.ofcom.org.uk/news/ofcom-launches-wifi-checker/

[mikeclough]

I am in the exact same situation. We have a v2 Sure Signal with 3 mobile phones connected. Two days ago I changed mobile phone from an HTC using a regular SIM to a Motorola using a micro-SIM. No problems getting the new SIM activated but it won't connect to our Sure Signal. I have done all the usual re-setting, turning off asnd on etc but no success.I haven't tried de- and re-registering yet because I've seen a number of other posts where people have tried this and it doesn't seem to improve matters.

I really hope a solution can be found.

[MiracleMaud]

Can anyone suggest how I might attract the attention of a Tech Team person as I am getting absolutely nowhere.

My phone site with one service "blob", if I'm lucky, but the signal is not strong enough to support calls - incoming or outgoing, without the Sure Signal.

I'm not in contract and frankly, right now, I feel like just turning my back on the whole sorry mess.

[Retired-Wayne]

@MiracleMaud

Are you getting any error messages at all?

Does the number add to your Sure Signal ok?

So that we can look into this for you, get in touch with us by following the instructions in this private message.

@mikeclough

Please try removing and re-adding the problematic number on the Sure Signal, via your My Vodafone account.

[MiracleMaud]

I am replying to your meaage now, but have the following test information to add here.  

Device Serial Number:  40123509545

Speed Test Result:

 Download:          72.55mb

Upload:                                18.97mb

Latency:               13ms

Ping:                      11ms

Jitter:                    1ms

Microsoft Windows [Version 6.1.7601]

Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\DELL>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     3 ms     1 ms     1 ms  BThomehub.home [192.168.1.254]

  2     *        *        *     Request timed out.

  3    14 ms    10 ms    10 ms  31.55.186.181

  4    11 ms    10 ms    11 ms  31.55.186.180

  5    11 ms    10 ms    11 ms  195.99.127.42

  6    13 ms     9 ms     9 ms  peer1-xe0-0-0.faraday.ukcore.bt.net [213.121.193

.161]

  7    15 ms    11 ms    15 ms  lndgw2.arcor-ip.net [195.66.224.124]

  8    12 ms    13 ms    11 ms  85.205.0.93

  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.

C:\Users\DELL>

[MiracleMaud]

Another day on, and still no further forward.

I responded to @wayne 's message immediately, following the instructions.  I do hope it got there.

This really isn't a decent advertisment for you Vodafone.  I appreciate things can go wrong, but it then feels like we're left high and dry.

Of course, many people in my situation, post phone upgrade, will be in a brand new contract, and therefore somewhat captive, but I'm not.  I'm growing more frustrated by the day, but you can probably tell that by now.

[MiracleMaud]

@mikeclough - Are you making any progress?  If so, please share.

[MiracleMaud]

I'm beginning to feel a breakout onto Twitter is going to be required here.  Frustration mounts.

If I didn't need a mobile phone, with an active signal, I would have neither phone nor Sure Signal!

[Rahim]

@MiracleMaud Please accept our apologies for the inconvenience. 

When you attempted to resolve the issue by deregistering your Sure Signal, did you completely deregister it, or did you just change the ownership to another user via your My Vodafone account? 

If you didn't then please completely deregister the Sure Signal and set it up again once make, making sure you add all the numbers that are required.