Sure Signal v3 not connecting to phones

[fishcallededdie]

Hi - we have Sure Signal v3. For the last couple of days we've had no signal on our phones from the Sure Signal.

Lights 1-3 are all on/steady. The fourth light (phone connected) is dead.

Tried all the usual stuff like restarting Sure Signal, router, internet etc.

On the website (My Sure Signal), it says that the device is active and still has all users registered. 

Nobody at Vodafone is available until Tuesday, which means I will have no phone signal for 3 days. 

Anyone got any troubleshooting help they can offer?

Thanks!

[BandOfBrothers]

Hi

Please take a look through these Sure Signal Trouble Shooting threads :

https://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Vodafone-Sure-Signal-troubleshooting/td-p/23917...

as these may help to resolve issues. They have links to the key things you can do to try and self resolve the issue you are experiencing.

There is an option entitled 'Issue not Listed' where you can run a traceroute and post your results back here. 

I've also read that if a person turns off 4g in the phones settings to force 3g this can help too. 

[fishcallededdie]

Thanks for your reply.

The issue you’re experiencing: Phones won't connect to Suresignal v3

What light sequence you're seeing: 1, 2, 3 are steady. 4 is off.

Your speed test results from here. Ping 27ms. Down 8.41 Mbps. Up 3.56 Mbps.

Your external IP address from here.194.168.42.132

Your Sure Signal serial number: 43161639760

The results of a traceroute.

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

 1  192.168.7.1 (192.168.7.1)  3.011 ms  1.117 ms  0.842 ms

 2  172.24.35.1 (172.24.35.1)  16.902 ms  10.083 ms  13.529 ms

 3  172.24.0.68 (172.24.0.68)  12.656 ms  16.010 ms  9.856 ms

 4  172.24.0.9 (172.24.0.9)  12.405 ms  8.988 ms  17.464 ms

 5  172.24.0.33 (172.24.0.33)  17.100 ms  15.829 ms  19.088 ms

 6  172.23.0.17 (172.23.0.17)  20.801 ms  17.106 ms  15.402 ms

 7  28-42-168-194-intouch.intouchsystems.co.uk (194.168.42.28)  18.691 ms  14.596 ms  16.614 ms

 8  popl-lam-4-tenge13-111.network.virginmedia.net (62.254.118.225)  20.847 ms  25.652 ms  30.330 ms

 9  popl-core-2b-xe-121-0.network.virginmedia.net (82.14.168.6)  35.543 ms  25.341 ms  25.478 ms

10  * * *

11  * * *

12  brnt-ic-1-ae0-0.network.virginmedia.net (62.254.42.198)  38.288 ms  40.913 ms  47.339 ms

13  m686-mp2.cvx1-b.lis.dial.ntli.net (62.254.42.174)  40.744 ms  30.557 ms  22.877 ms

14  213.46.174.130 (213.46.174.130)  29.046 ms  24.337 ms  25.348 ms

15  ae32-xcr1.lns.cw.net (195.2.24.126)  24.552 ms  23.434 ms  31.589 ms

16  * * *

17  * * *

18  * * *

19  * * *

20  * * *

and more * * * all the way to hop 64 when it gave up.

Hope this helps…

[Tash]

@fishcallededdie Thank you for providing us with those details.

I can see that your Sure Signal made contact with our server on 1 January at 8pm. Please can you let us know if you're continuing to experience any issues?

[fishcallededdie]

Thanks Natasha.

Well, a marginal improvement…

Of the 4 phones in our house:

2 have no signal at all

1 has a single bar (probably connected to the regular mast)

and one phone has 5 bars and works perfectly. If we dial out using that phone, then the 4th light on the Sure Signal lights up.

So one phone is connected to the Sure Signal, and 3 are not.

What other ideas do you have?

Thank you.

[Rahim]

@fishcallededdie I've resynced your Sure Signal device to refresh your services on our server. 

The resyncronisation should update and refresh all the mobile devices registered to your Sure Signal. 

Please allow 6 hours for your Sure Signal to obtain a connection and to start working again. 

Let us know how you get on. 

[fishcallededdie]

OK Thank you. It has been erratic since Christmas. Yesterday I had no signal on my phone in the evening but I did have a signal this morning. I will have a look again this evening. Cheers

[Rahim]

@fishcallededdie Has the resync helped resolve the issue?

[fishcallededdie]

Thank you Rahim - it's been stable for the past 2 or 3 days.

Fingers crossed

Thanks again

James

[Colleen]

@fishcallededdie That's great to hear!  

If we can help with anything in the future, please just let us know.