Stopped connecting

[Keithrow]

I shut down my sure signal and netgear router for two weeks while on holiday. Now I am back, I can no longer connect my iPhone 4.

Resetting it, I get 3 out of 4 lights- power, connectivity & service OK, not users

I only have one vodafone phone connecting to the sure signal

[grolschuk]

With the reset, did you do the Press and hold the reset button...

Wait for 30 seconds...

pull the power out while still holding reset, wait 30 seconds.

Put the power back in (still holding reset) wait 30 seconds, release

if you log into your my account, does the suresignal show ok, and still show your number registered against it?

[Keithrow]

Thanks. I did the reset as you suggested, but it made no difference. 3 out of 4 lights.

I have logged on to my account- how do I tell if the suresignal shows ok and has my number registered against it? I didn't see the suiresignal on my account.

Keith

[Retired-Lee]

Hi,

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 speed test results from here.
Your ping test results from here.
Your external IP address from here.
The results of a traceroute.

Your Sure Signal serial number:

VSS Traceroute command

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.

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

Thanks

LeeH

[Keithrow]

Lee, thnaks for your work on this.

On the FAQs it states:

Check that the number you’re using has been added to your Sure Signal by logging to My Account and click on the ‘My Sure Signal’ tab. The numbers you’re trying to use must appear here as either an Owner or a User.

I don't have a My Sure Signal’ tab.

Speed test download 7.09 Mbps, upload 0.38

Ping B* Ping 50ms Jitter 5ms

IP 81.158.226.15

Traceroute

Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.

C:\Documents and Settings\Keith>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 33 ms 32 ms 32 ms 217.47.13.250
3 32 ms 33 ms 32 ms 217.47.13.161
4 35 ms 34 ms 34 ms 213.1.69.106
5 34 ms 35 ms 34 ms 31.55.164.237
6 35 ms 34 ms 35 ms 31.55.164.109
7 35 ms 34 ms 34 ms acc2-10GigE-0-7-0-4.bm.21cn-ipp.bt.net [109.159.
248.198]
8 40 ms 40 ms 47 ms 109.159.248.140
9 39 ms 39 ms 39 ms peer1-xe11-0-0.telehouse.ukcore.bt.net [109.159.
254.124]
10 43 ms 90 ms 40 ms lndgw2.arcor-ip.net [195.66.224.124]
11 40 ms 40 ms 40 ms 85.205.116.14
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 * etc

[Keithrow]

Dave

I don't have a Sure Signal button, just a choice of Pay Monthy, pay as you go or business

[grolschuk]

if you click on the drop down box of your 'logged in' message in the top right, does that have a suresignal option?

[Keithrow]

No. I get

Welcome Keith

>My profile

>Communications

>Help

Log out

[grolschuk]

How odd.

Mine says

Welcome

Communications

My Suresignal

Manage your account

Logout

While logged in, does this link take you anywhere useful?

SureSignal

[Retired-Andy]

Hi Keithrow,

Thanks for the information you’ve provided.

Everything looks fine with your speed test, ping text and traceroute. Your IP address is on our whitelist too, so there are no problems there either.

So that we can dig a little deeper, can you post your Sure Signal serial number please?

Does the link that grolschuk provided in his last post to you work at all?

Thanks,

Andrew