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 used the De-register facility on my online account to do this.

I have received a message from your colleague Cailen, via a message, informing me he/she has reregistered the Sure Signal box, and informing me this may take 6 hours to complete, and may need a further reset at my end (then a further 6 hour wait).  I will let you and he/she know how this helps.

Fingers crossed.

Thanks for your message.

[mikeclough]

My problem has been solved. Not sure what they did.

[MiracleMaud]

I'm glad to hear it @mikeclough.  I'm hoping I may be making progress at my end too.

Fingers crossed, eh?

[Islandflyer0]

Im having the same problem. I have a sure signal V1 ( one with 4 lights on the front). I got a new nano sim card on the 11th Dec and since then i get no moblie signal at home using the sure signal. The 3G signal is non existant too though I sometimes get an E signal. On my old sim card i got full mobile signal and H+ 3G signal. 

Without the sure signal the phone is useless at home. Im at the stage that i may cancel the upgrade and move to another provider. I have done all the restarts, reboots etc. Router is working fine as BT infinity speed is still fast. I have a BT home hub 5.

Download speed - 33.65

Upload speed - 9.96

Ping  - 24ms  

I am the owner of the sure signal so it won't let me change the phone number to another one.

Really does makes you question why i stay with vodafone. 

[MiracleMaud]

I feel your pain, and hopefully one of those who have came to help me will pick yours up too.

[MiracleMaud]

Wow!  

The further (second) reset at this end appears to have resolved the issue.  I now have a full, 5blob, signal.

Would anyone similarly help @islandflyer0 please?  It sounds like he is equally fed up.

Many thanks.

[MiracleMaud]

I am pleased to report that this issue has finally been resolved.

The solution was a reset at the Vodafone end, followed by a couple of Sure Signal device resets at my end - each step followed by a few hours watching the lights blink and flash.

Vodafone also called me this morning to ensure the issue is resolved, so I was able to give some feedback.

But, all's well that ends well.  Just don't anyone let me make any further changes in this lifetime!!

[DaveCD]

@MiracleMaud @mikeclough

Thanks for letting us know this has been resolved for you.

@Islandflyer0

When a SIM  has been replaced, you need to remove the number, reset the Sure Signal, add the number back on and restart the phone when in range of the Sure Signal.

As you are the owner, you'll need to deregister and reregister which will have the same outcome. 

[Islandflyer0]

Have deregistered and now reregistered and it still doesnt work.

[Jenny]

@Islandflyer0 - 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 external IP address from here.
• The results of a traceroute.
• Your Sure Signal serial number:

VSS Traceroute command

On a PC:

1. Click on Start and select Run
2. Type CMD into the Run box and press enter/click ok
3. A black box will appear.
4. In this box type tracert 212.183.133.177 press Enter
5. Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.