Sure signal V1 not working after local mast upgrades

[Spacwitt11]

Hi, after being informed on the 16th July that the masts in my area had been upgraded for better coverage, my phone is no longer connected to my sure signal.

I have done all the usual resets of the sure signal and router, all the correct lights have always been on, and it looks like the sure signal is connected to the network, but my phone clearly isn't connected as the signal is minimal to none.

Please advise.

Thanks

[TrevorC]

We too have had this problem since a local mast upgrade.  A Vodafone support technician told me that the phone will preferentially connect to the local mast rather than the Sure Signal.  He claimed even if the SS gives 5 bars and the mast (say) 3 bars it will connect to the mast.

I don't know if this is true as earlier in the week VF reset my SS to 'cure' the same problem ... which it did for a short time.  It left me thinking they don't really know what they're doing and was the last guy telling me the truth or just wanting me off the phone to him?

The phones now connect intermittently to the mast or equally to the SS.  It's a mess!

[Spacwitt11]

My sure signal is now gathering dust in a cupboard. Not impressed. 

[Cailen]

@TrevorC 

Please try the steps in our Network Troubleshooting thread.

If you're still experiencing the issue after completing these steps, post the template with your answers here and I'll have a member of the team get back to you as soon as possible.

So we can also check the functionality of you Sure Signal, please follow our Sure Signal Troubleshooting thread, and then post back your results if you're not directed to an existing thread?

@Spacwitt11 We mentioned previously that you may have a faulty device.

If this is the one that you're referring to, please see our repair process.

[TrevorC]

So, you're telling me the advice given by your technician was false?

Network:

Post Title: MK7 Milton Keynes

1) Sure Signal issue - not full network

2) On profile

3) Fails on 2 identical phones - not swithced SIMs though.

(My phone connects to my Sure Signal @ home)

4) Simply no connection

5) Presumably 3G ...

6) A couple of weeks ago

7) Intermittent.  The SS connects sometimes

Sure Signal:

For version 1 Sure Signal (the one with four lights on the front):

• Lights one, two and four are solid which indicates the Sure Signal is connected, but isn't giving a 3G signal.
• Light three does not light up when attempting to make a voice or data connection through your Sure Signal

[DaveCD]

@TrevorC

I've checked the postcode in your profile against our network.

It would appear that you're in an area of very good 3G and 4G.

Please switch of the Sure Signal and check the coverage on your handset to see if the Sure Signal is required.

There's no known faults in the area, but if you're experiencing coverage issues, please follow the steps posted by @Cailen and post them in our Network queries board.

@paulsmith07

Please check the cables between the Sure Signal and router, then perform another traceroute and check the following ports on your router;

Ports to be opened for forwarding

• 8 (TCP & UDP)

• 50 (TCP & UDP)

• 53  (TCP & UDP)

• 67 (UDP)

• 68 (UDP) 

• 123 (UDP)

• 500 (UDP)

• 1723 (TCP & UDP)

• 4500 (UDP)

• 33434 - 33445 (UDP)

IP addresses to be allowed on the router & firewall

• 183.133.177-179

• 183.133.181-182

• 183.131.128-191

I can see it's registered successfully, so once the above steps have been followed please perform a reset.

[TrevorC]

Before wasting more of my time, please tell me, is my original question true?

 A Vodafone support technician told me that the phone will preferentially connect to the local mast rather than the Sure Signal.  He claimed even if the SS gives 5 bars and the mast (say) 3 bars it will connect to the mast.

Is that how the sure signal works?  If it is, then it's working as it should.

[Apple_Fanboy]

Hi Trevor (and others having this issue)

Can you try switching your phone to 3G only mode. If you have had 4G installed in your area recently i think your handset may be picking up that signal and since it thinks its a better option than the 3G from your sure signal it switched to it.

Thanks

John

[TrevorC]

Yes, you are right:  Like I was told before, but this simple test confirms it.  I just wish Vodafone technicians were as well trained/informed as you are.  Their apparent knowledge level is poor.  Or is it just they're following a script without thinking?

[TrevorC]

Hi John,

If I choose 3G only on the phone it connects to the Sure Signal.  Then revert back to 2G/3G/4G auto it remains connected to the Sure Signal instead of the weak nearby 4G mast.

It's sad that from one Vodafone technician to the next they do not have a consistent understanding of their own products.

[paulsmith07]

I've just seen this post, and I've had the same problems. Problems with my overall signal outside my house a few months ago which I was told was because of maintenance, and now my suresignal has stopped working which my wife and I both rely on for signal in the house. Now racking up a big landline bill to cover the calls and nothing seems to being done about it. Ran the tests and the results below. Can someone technical help me as its nearly a month now...

Ping 11ms
Download 44.78
Upload 3.02

Your speed test results 44.78Mbps

Your ping test results 22ms

Your external IP address 86.1.107.116

The results of a traceroute:

 
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Paul>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     *        *        *     Request timed out.
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6     *        *        *     Request timed out.
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 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.

C:\Users\Paul>
 

Your Sure Signal serial number :

Lights 1 and 2 are solid

I've reset it plenty of times, I've bought a new powersupply off ebay as suggested in the threads.