Sure Signal v1 not connecting to iPhone 5S

[andygg]

I have recently upgraded to the 5s and my Sure Signal no longer seems to work.  I have had the device resynced for the new SIM and reset it and followed the other troubleshooting steps but it it still not working.  The 3rd light on the VSS never lights up. I have read about firmware updates for it, so maybe I need that? Please can this be fixed as I can't use the phone in the house at present. The last phone worked fine with the VSS.

VSS Serial no. 21197178037

Thanks

Andrew

[Retired-Sarah]

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

Laura

[andygg]

Hi,

Thanks for your reply.

ping test http://www.speedtest.net/my-result/3789894361

IP address 86.140.80.30

IP v6 address ::ffff:568c:501e

ping 39ms

jitter 1ms

not able to test packet loss

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  192.168.0.1
  2    18 ms    18 ms    21 ms  217.32.147.104
  3    74 ms    18 ms    19 ms  217.32.147.158
  4    22 ms    22 ms    22 ms  212.140.206.98
  5    23 ms    22 ms    23 ms  217.41.169.207
  6    23 ms    22 ms    23 ms  217.41.169.109
  7    34 ms    22 ms    21 ms  acc2-xe-0-0-2.sf.21cn-ipp.bt.net [109.159.251.20
5]
  8    30 ms    30 ms    29 ms  core1-te-0-13-0-12.ealing.ukcore.bt.net [109.159
.251.169]
  9    27 ms    27 ms    27 ms  core1-pos7-0.bletchley.ukcore.bt.net [194.72.31.
145]
 10    28 ms    29 ms    30 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    31 ms    30 ms    30 ms  85.205.0.86
 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.

VSS serial number: 21197178037

Thanks

Andrew

[Retired-Laura]

Hi andygg,

Thanks for posting this information.

I can see that the Vodafone Sure Signal has updated on the network since 4 January.

Can you let me know want the light sequence that’s you are having on the Sure Signal?

Have you changed your router recently?

Cheers,

Laura

[andygg]

Hi Laura,

I did change my router in January, but I have only noticed signal problems since I upgraded from an iPhone 4s to 5s two weeks ago.

Only lights 1,2 and 4 are lit. The 3rd line with the phone symbol on does not light up.

I can ping the VSS from my PC and my router can see the VSS in the list of attached devices.

I hope you can advise what to do next to get this working again.

Thanks

Andrew

[Retired-Laura]

Hi andygg,

Checking with the light sequence it is appearing that the phone is not recognised by the Vodafone Sure Signal.

Can you remove and re-add the numbers to the Sure Signal.

This should get the Sure Signal to recognise the numbers.

Cheers,

Laura

[andygg]

Hi Laura,

As the registered user for the VSS my number is already registered and can't be removed (or readded).

I unregistered it and re registered it again and got the confirmation that it was registered (attached), but still only the lights 1,2 and 4 on constant. Light 3 is not on at all..

In an attempt to get this working, the VSS has also been reset which appeared to do nothing.

I thought you said it had not updated since 4th January, so something has happened that has stopped it contacting your network. Could the device be faulty?

I am keen to get this fixed as I can't use my phone in the house at present.

Thanks

Andrew

[AndyClough]

Hi Andy, 

Looking at your Trace Route you are on BT yes?

http://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Sure-signal-and-BT-Outage-UK-wide-really/td-p/22...

Hope this helps...

[andygg]

We are told on another post that the problems affecting all Sure Signal devices are now resolved.

However mine is still not working despite re-setting, re-registering and following all the troubleshooting steps several times.

Please advise how I can get this working ASAP as I am now getting extremely frustrated not been able to use my phone at home.

Still no offers from Vodafone to refund my monthly charge which they should do as I have hardly used the phone all for the last 2/3 weeks.

Next contract reneweal I will be looking for a new supplier unless this is resolved promptly.

[Sukhi]

Hi andygg,

Please test the Sure Signal at a different location, maybe around a friend’s house.

This will help determine where the issue lies.

Thanks,

sukhi