SS3 lights all ok but phone not connecting

[joldknow]

Once again, my SS is not connecting to my iphone and it is driving me nuits! I have had this problem a few months ago and I de-registered it then reregistered and it worked fine. Now it has suddenly stopped connectiing again. I have once again De reg and Re reg but this time it has not cured the fault.
 
SUPPORT - do you tech guys need to reset something on your servers for me?
 
My serial number is 40133849261
 
Before you ask - yes, my broadband is fine and very fast with 35mb download. I have reset my router etc but still no joy.
 
Here are my Trace results:
 
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.
C:\Users\Jonathan>tracert 212.183.133.177
Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:
  1     3 ms     3 ms     3 ms  192.168.1.254
  2    18 ms    29 ms    27 ms  lo0.14.central14.pcl-bng02.plus.net [195.166.130
.155]
  3    15 ms    16 ms    15 ms  irb.14.pcl-cr01.plus.net [84.93.249.145]
  4    15 ms    16 ms    15 ms  ae1.ptw-cr01.plus.net [195.166.129.0]
  5    18 ms    19 ms    19 ms  ldngw1.arcor-ip.net [195.66.224.209]
  6    18 ms    17 ms    18 ms  85.205.0.93
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  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\Jonathan>
 
PLEASE HELP !

[joldknow]

Hello Vodafone Tech Team - please ca you help me with the above ? My colleague has the same ISP being PlusNet and his SS3 has also recently stopped connecting. Maybe the problem is to do with PlusNet?

Please help.

Thanks.

[joldknow]

Hello Vodafone Tech Team - please ca you help me with the above ? My colleague has the same ISP being PlusNet and his SS3 has also recently stopped connecting. Maybe the problem is to do with PlusNet?

Please help.

Thanks.

[Amanda]

Hello @joldknow

Thanks for your posts. 

I can see that your Sure Signal has updated, after the resync @Ben_H has actioned. Is it working for you now?

If not please reset your device as follows - 

• Locate the button on the base of the box next to the Ethernet ports.
• Press and hold the button for approximately 30 seconds.
• Once the lights come back on, release the button.

Thanks, 

Amanda 

[joldknow]

Thank you Amanda - Ben's reset has made a slight improvement in that I can now connect to the SS3 so long as I force it to. I havce to flick my iphone into Airplane mode, wait 10 seconds and then back to normal mode again. This then reconnects to my SS3 and the signal goes from 1 dot to full dots on the iphone indicator. However, when I leave the house and then return home, my phone does not automatically reconnect and instead reamins on 1 dot on the iphone. This never used to happen. I have tried following your "sticky" postiing from January 2015 and I have held in the reset button for 20 seconds and gone through the waiting and full reset procedure as instructed but this does not resolve the problem. I simply can not be expected to remember to airplane mode and off again every time I arrive home. Please help.

[Retired-Sarah]

Hi @joldknow

Any numbers that are associated with the Sure Signal have been removed and re added.

Please allow a few hours for the Sure Signal to resync and reset any phones that are associated.

Can you advise if there is another Sure Signal in your house?

Thanks,

Sarah

[joldknow]

Thank you Sarah. The problem now seems to be fixed and the phones are now connecting automatically when we arrive home. This connection does not happen instantly but at least they are now eventually connecting. I have to say, the Sure Signal device does seem fragile and temperamental. I hear that other networks like EE now have a call facility via WiFi without the need for a similar Sure Signal device. Do you know if Vodafone are planning a similar thing ? I look forward to hearing from you. Thanks.