Sure Signal not working

[mhgoldman]

My Sure Signal worked for the last year and stopped about 2 days ago. I had it it registered through my work number and used my personnel number on it too.  We deleted my work number so I thought this might be the proble, resetting hadn't worked. So I registered it as a new one through my personal account. System accepted it as a new Sure Signal but still no signal for my new phone to pick.

Thanks

Merlin 

[BandOfBrothers]

Hi,

Please look at these Sure Signal FAQs to see if they help at all

[mhgoldman]

Thanks.

I did that and other than suggesting that I wait 24h there was nothing helpful. It's been a few days now and no signal. It says elsewhere on the forum that Vodafone may need to disconnect the link between my old number and the Sure Signal, so I'll try Customer Services.

Thanks

[DaveCD]

@mhgoldman

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

• Your ping test results

• Your external IP address

• The Sure Signal Serial number

• The lights you're seeing on the Sure Signal

• The results of a traceroute

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.

Please remove your number from the Sure Signal, reset it and add your number back on. Once this has been done, please restart your phone whilst in range of the Sure Signal to see if it picks it up.

[mhgoldman]

Hi Dave

I spoke to the friendly customer support staff 2 days ago who sent a software patch but that appeared to have not affect. So I started on your tasks:

ping 13 ms

Download speed 72.5 mbps

upload speed 18.88 mbps

Ping test 12 ms

Jitter 1ms

Unable to test packet loss

Server distance 100 miles

I have a Mac.

Lights red bar, white world symbol, AND just now I got the phone symbol. And my phone is getting a full signal strength.

Only thing I have done in the last hour is update the iOS, could that have done the trick?

Merlin

[Sukhi]

@mhgoldman

Could you please let me know your Sure Signal serial number? 

You can run a traceroute on your MAC by the following steps:

1. Open Terminal (Applications, Utilities)
2. Type traceroute 212.183.133.177'
3. Press Enter

[mhgoldman]

Hi.

Results 

Traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

1  bthomehub (192.168.1.254)  1.341 ms  0.882 ms  0.814 ms

Serial number: 401 306 138 19

Thanks

Merlin

[Jenny]

@mhgoldman -  Everything you’ve posted looks fine and your Sure Signal is showing as last connecting to our servers this morning.

It’s possible that update fixed this - is it all working OK now?

[mhgoldman]

Hi

It worked fine for the next few months but stopped providing a 3G signal about a week ago. We tried a reset/software update and that worked for about a day.

However, I've not lost the 3G again. All other lights are fine. I tried a soft reset of the Sure Signal yesterday. I also have tried switching carriers back and forth then resetting the phone several times.

Thanks

Merlin

[Mark]

@mhgoldman

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