Sure signal 1 isnt receiving calls or texts on 2 phones

[PaulineOwen]

My Suresignal 1 has been fine up until 2 weeks ago when 2 out of three phones registered to it stopped receiving texts and calls.  Texts come through as soon as we turn off the Suresignal or leave the house.  I have reset the sure signal and both phones.

Here are the stats:

download 17.37 Mbps Upload 0.74 Mbps
Ping test
28ms jitter 2ms
IP address 86.164.156.3

Serial number 21224345062

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     8 ms     7 ms     7 ms  217.32.147.3
  3     8 ms     8 ms     8 ms  217.32.147.46
  4    11 ms     9 ms     9 ms  213.120.176.34
  5     9 ms     8 ms     9 ms  217.41.168.207
  6    10 ms    11 ms     9 ms  217.41.168.109
  7    11 ms    12 ms     9 ms  109.159.249.250
  8    11 ms     9 ms     8 ms  core1-te0-7-0-14.faraday.ukcore.bt.net [109.159.
249.163]
  9    10 ms     9 ms    10 ms  host213-121-193-99.ukcore.bt.net [213.121.193.99
]
 10    10 ms     9 ms    10 ms  t2c3-xe-1-1-2-0.uk-lon1.eu.bt.net [166.49.211.18
0]
 11     9 ms    10 ms     9 ms  166-49-211-254.eu.bt.net [166.49.211.254]
 12    11 ms     9 ms    11 ms  ae14-xcr1.lnd.cw.net [195.2.30.113]
 13    12 ms    12 ms    12 ms  ae6-xcr1.bkl.cw.net [195.2.10.242]
 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.

[Sukhi]

Hi PaulineOwen

I can confirm the software has been updated successfully :).

You may need to reset the Sure Signal again.

Thanks

Sukhi

[PaulineOwen]

Resetting both phones and suresignal still didn't help. We have ordered a new one, although I am pretty sure this one isn't broken, not being able to fix it is impacting our work life too much. I hope the new one works.

[Gemma]

Hi PaulineOwen,

We’d like to identify the issue with your current Sure Signal.

Please check the phones that aren’t working, are set up to use 3G.

You can see how to do this here.

If they are, please get in touch with us here, so that we can take a closer look.

Thanks,

Gemma  

[PaulineOwen]

Hi, we have an htc one, iPhone 5 and new blackberry that all worked with the sure signal up until a few weeks ago. They are all 3G.

[Retired-Matt_B]

Hi PaulineOwen,

Have you sent us an email as per Gemma's last post?

You should have had an auto reply with a case reference number in it. It'll look like [#6xxxxx]. Let me know this and I'll make sure we've received it.

If not follow the instructions that Gemma has sent you and we'll look into this for you.

Thanks,

Matt B