Sure Signal incoming not working

[leohanna]

Hello. Sure Signal works for outgoing calls but not for incoming calls or texts. Please help Vodafone support, thanks

[Retired-Laura]

@leohanna - Welcome to the eForum.

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.

[leohanna]

Hello

Thanks for responding

Speed test: 16.7 mbps

Ping Grade B* 10ms

IP 90.214.240.60

Sure Signal Serial number: 40134703236

traceroute:

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\lhanna>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     1 ms     1 ms     1 ms  SkyRouter.Home [192.168.0.1]
  2     *        *        *     Request timed out.
  3    10 ms     9 ms     8 ms  0278095c.bb.sky.com [2.120.9.92]
  4    19 ms    10 ms    11 ms  lndgw2.arcor-ip.net [195.66.224.124]
  5    14 ms    11 ms    10 ms  85.205.0.86
  6     *        *        *     Request timed out.
  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\lhanna>

[Retired-Laura]

@leohanna - Looking at the information provided, the Sure Signal looks fine.

Does this happen with all numbers that are connected to the Vodafone Sure Signal or just one?

If you can also let us know the light sequence you can see on the device and if you notice if you notice a difference in the sequence when the messages are being sent.

[leohanna]

Hello,

Answers in line:

Does this happen with all numbers that are connected to the Vodafone Sure Signal or just one?

All of them

If you can also let us know the light sequence you can see on the device and if you notice if you notice a difference in the sequence when the messages are being sent.

The lights on are:

(i) red light on left

(ii) light with circle and arrow circumnaviagting (

(iii) light showing ascending bars (signal strength presumably)

There is no difference when in the lights when messages are sent.

Leo

[Mark]

@leohanna

Light sequence you are indicating seems to show that when you are making a call you are not connecting to your Sure Signal.

If you are in an area with any kind of service,  your handset will connect to the local network when you are making a call.

Please check our Coverage checker to review your service.

If you have a service in your postcode, please try switching the Sure Signal off and using your phone for both incoming and outgoing services.

[leohanna]

Hi,

My mistake, when I make a call outbound, the PHONE light to the right of the display on the sure signal lights up, so it is connecting to the sure signal..

any other ideas?

Thanks

[leohanna]

Hello

Are you still looking at this issue? Thanks

[DaveCD]

@leohanna

I've checked all the information and it appears the Sure Signal is working as it should.

Have you upgraded or changed the SIM cards recently?

Please perform the following:

• Remove the numbers from the Sure Signal
• Reset the Sure Signal
• Add the numbers back on
• Restart the phones when in range of the Sure Signal

If you're still experiencing issues, please test this at another location such as a friend or family members.

DaveCD