Some phones not connecting to SS

[kirtonestate]

We replaced an old SS which died, with a new SS V3 in July 2016.  All seemed to be ok to start with but for the last few weeks most of the phones registered to it are not connecting.  Yesterday I tried with 2 phones, 1 was fine with full 5 bars, the other varied between 1 bar or no signal.  Someone at Vodafone support suggested that because we do get an erratic mobile signal, that the phones are preferentially connecting to that rather than the SS.  I don't believe this because we have 2 other SS (V3s) on site which all registered phones connect to without any problem - the mobile signal is much the same all over the site.  We will try again with phoning Vodafone support, but I would appreciate any comments here please.

[drey_p]

Hi there

Have you tried resetting the SureSignal at all - that can often clear up problems like the one you decribe.  Have you tried removing and readding the numbers that are causing issues?

[kirtonestate]

Yes we have reset the SS several times, and Vodafone did it remotely yesterday.  I will try removing and readding the numbers as you suggest (if the online page will let me!)

[drey_p]

Do post back and let us know if it works

[kirtonestate]

I have removed and readded one of the phones that dont connect.  Then restarted it - it's made no difference at all.  😞  Any more sugestions please?

[kirtonestate]

Does anyone have a comment to make on what V support said about the phones 'preferentially connecting direct to the mobile network', rather than connecting via the SS? It does sort of make sense but doesnt explain why they connect fine with the other SSs elsewhere on the site (one of which is in the same building but upstairs, rather than on the ground floor)!

[Rahim]

@kirtonestate The reason you may be having issues with your Vodafone Sure Signal may be due to your mobile phone attempting to connect to your local mast, as opposed to the Sure Signal device itself. 

This may be due to where the device is positioned within your building. The only way to test this is to move the Vodafone Sure Signal to another area within the building and try again. 

[kirtonestate]

Hi Rahim

That would be difficult as we are constrained by the position of the router which cannot be moved very far, and the availabilty of a mains socket for the SS.  Where do you recommend that the SS is positioned in a property, is there anything we should avoid being close to?

[Retired-Charles]

@kirtonestate - As long as your Sure Signal is in an open area, not covered or shut away, everything should work fine.

In most cases, the performance can be restricted due to high internet traffic in your area.

[kirtonestate]

Hi Charles

Thank you for your reply. 

Our broadband is not of the highest speed, because although we have fibre in the village, we are at the end of a long copper line from the box.  However this is the same for all 3 of the SSs we have on site, each on a different BB line.  The upload and download speeds are much the same for all 3 lines. 

I am confused that we have no trouble with connecting to the 2 other SSs with any phones, while with this particular one it seems to be the newer phones, iphones etc, which cannot connect.  My little Samsung has no trouble at all!

I remain confused.