Sure Signal no signal

[miller2010]

Hi

Could I get someone to check my Sure Signal and network area please? I have lost signal for the second time today and only have the red light illuminated again with no white light.

Thanks,

Tony

[joysteve]

We upgraded to iphone 5s a few weeks ago and have been unable to get a signal at home since.

The information you requested is as follows:

Speed Test

46ms

Down Load 2.54mbps

Upload 0.33

Ping Test

Ping 50ms

Jitter 2ms

Unable to test packet loss

IP Address  81.132.255.207

IPV6 Address  :ffff:5184:ffcf.

Sure signal No. 40110708001

VSS Traceroute command

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

C:\Users\Joy>
C:\Users\Joy> 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     2 ms     2 ms  BThomehub.home [192.168.1.254]
  2    28 ms    29 ms    28 ms  217.32.140.73
  3    30 ms    29 ms    28 ms  217.32.140.62
  4    31 ms    30 ms    29 ms  212.140.235.42
  5    30 ms    30 ms    30 ms  31.55.164.189
  6    30 ms    30 ms    31 ms  31.55.164.107
  7    29 ms    36 ms    31 ms  109.159.248.121
  8    36 ms    34 ms    35 ms  core1-te0-15-0-15.ealing.ukcore.bt.net [109.159.
248.40]
  9    85 ms    34 ms    34 ms  peer1-xe3-2-0.telehouse.ukcore.bt.net [109.159.2
54.221]
 10    33 ms    38 ms    34 ms  t2c3-xe-0-2-0-0.uk-lon1.eu.bt.net [166.49.211.17
0]
 11    36 ms    35 ms    35 ms  166-49-211-254.eu.bt.net [166.49.211.254]
 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\Joy>

[Retired-Matt_B]

Hi joysteve,

As you've had a new iPhone 5S, I'm assuming you may have had a new SIM card too.

As such, I've completed a resync of your Sure Signal, this will help it pick up any new SIM card.

To complete the process from your end, please follow the following steps:

• Hold the reset button till all the lights come on or flash (about 30 seconds)
• Once all the lights come on or flash, release the reset button
• The VSS should come online within the hour

Thanks,

Matt B

[joysteve]

Hi Matt

Thank you for your feedback and advice, We have followed your instructions ie. resetting the Sure signal box approx 3hrs ago.  I have also switched our iphones off and switched back on after a few minutes, we still have no signal on either of our iphones.

When we first had our iphone 5s we spoke to someone on your team on the phone and we believe having confirmed with us the serial numbers of the sim cards they carried out some sort of reset and assured us everything would be  fine and we would have connection within 24hrs, which of course didn't happen, which is why we have contacted you.

Only one thing I would like to mention, both yourself and the other tech advisor refered to a number of lights on our sure signal device, there are only two lights that come up on our device, after resetting both lights flash continiously for almost an hour before settling to one continious light, which is what has always illuminated previously when the sure signal worked with our iphone 4 phones.

Where do we go from here, as things stand at the moment we very expensive mobile phones which we cannot use at home or at work as my work place is in a poor signal area and therefore I am dependent on a sure signal device at work too, Obviously my phone won't connect to that sure signal device there either, when my iphone 4 would.  Please advise.

Many thanks

joysteve

[Retired-Simon]

Hi joysteve

Thanks for your reply.

What lights are showing on your Sure Signal?

Usually if you’ve had a SIM swap, de-registering your number from the Sure Signal and re-adding it 24 hours later registers the SIM for you.  

Thanks

Simon