Sure Signal v3 only works with one registered phone

[de018]

Hi,

I've installed my SS v3 and registered it on my Vodafone account. My phone connects to the SS, and makes calls through it fine. I can see this because the third light comes on when I make a call.

I have registered another phone number, which is on a different account, to the SS but this phone does not connect to the SS at all. As we have bad signal in our area I can check this because the second phone has 0 bars of signal when mine has full signal.

The handsets are identical (Galaxy S6) and I've followed all the steps to register the second phone. Can anyone suggest what I check next please.

Thanks.

[BandOfBrothers]

Hi

Can you please try turning off 4G on the phones settings to force it onto 3G to see if that helps it connect. 

I assume the 2nd Vodafone Mobile Number is registered on the Sure Signal Ok. 

My-Sure-Signal-is-working-but-not-with-my-phone-What-can-I-do.

[de018]

Thanks for your reply. The settings on the 2 phones are identical but I turned off 4g on the phone that doesn't connect anyway and it still doesn't connect.

[Retired-Charles]

@de018 - 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:

1. Click on Start and select Run
   
   
2. Type CMD into the Run box and press enter/click ok
   
   
3. A black box will appear.
   
   
4. In this box type tracert 212.183.133.177 press Enter
   
   
5. Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

[online999]

Has the other phone CTN you've added been on a a differennt network prior to Vodafone? it could be the number porting on the VF system, get someone in VF to check your IMSI which is associated with the MSISDN (mobile number)

[bluesnappa]

This is the same problem that i was told could take days, weeks or even months to fix and indeed it has been months and still not fixed.

What VF/IMSI/MSISDN means I have no idea but if online999 has the cure please apply the same fix to mine...(159 days and still waiting).

[online999]

Sorry for using acronyms

VF - Vodafone

IMSI - International Mobile Subscriber Identity

This is a number that is related to the SIM card that the phone is using.

MSISDN - Mobile Station International Subscriber Directory Number

This is the mobile phone number.

As numbers get ported from one operator to another, the MSISDN will stay the same, but the IMSI will change with the new SIM.

When you add a number (MSISDN) to the ACL - access control list, this gets uploaded into the configuration of the SS unit, but will also contains the IMSI.

Occasionally if there is an issue with the IMSI, you find the message comes back from the SS web portal you manage it from, saying the number cannot be added probably because the system still thinks it’s on another network provider. But if the SIM has changed on the same operator, it might add the number to the ACL but fail to let the phone register to the SS unit as the IMSI on the system doesn't match what is in the SIM.

This only leaves the issue of getting this checked and corrected if required, which customer services should be able to do (if they're pointed in that direction).

I can probably make time to look at a couple of these to prove the issue, but I don't work on the consumer units, so don't get the time to look into loads of these issues during the day.

I'll happily do what I can in my spare time out of hours, but please don't get too frustrated with me if you think I'm not being overly helpful, as I am just trying to help out here if and when I can, and I’ll answer as many questions as I can if wanted.

[bluesnappa]

online999 I quoted your fix to the vodafone help agent and after over 1hr on the help line I was told that the level above third level tech were looking into thie problem...oh good I said, how long will it take?...they were not sure.

I have added getting it fixed to my bucket list.

[Louloub]

Hi, Online 999 I think I have the same issue as Bluesnappa, can you help??

Serial No is: 40133810933

Husband's phone working fine, full signal and mine no. ending 593 has nothing, my phone was ported from another network there were issues with voicemail due to the port not been completed properly.

[Rahim]

@Louloub Please temporarily de-register the mobile number that you're having issues with from your online dashboard. 

Once 24 hours has passed, please add the number again via your My Vodafone account. 

Please let us know if you're still having issues with your voicemail.