Sure signal/iphone 5

[cindy]

Hi,

    I've just upgraded to a iphone 5 and its not working with my sure signal. I've read several posts on here about others having same problem and that the sure signal needs re-syncing? My serial number is 21228584344.

Thanks

[DaveCD]

Hi jonford,

Have you had new SIMs with your new iPhones.

If so, you'll need to remove the numbers from the Sure Signal, reset the unit as below and add the numbers back on.

-Hold in the reset button until all lights go solid
-Pull the power lead out with the reset button still pushed in
-Continue to hold down the reset button and reconnect the power lead
-Wait for all lights to come on and then release the reset button

The Sure Signal will be back online in around 1 hour.

This is so the new SIMs register with the Sure Signal.

DaveCD

[jonforduk]

Thanks for that. 

Here is my current status - after trying various combinations of deregistering / re-regisitering and re-starts, none of our phones were working with our VSS, neither the 2 new iphone 5s or the other 2 iPhone 4s that we also have. 

Yesterday, I re-registered the VSS to an account linked to my corporate iPhone 4. This now works, as admin, but I can't get any of the others to connect to the VSS, including our other iPhone 4 (it was working previously).

By the way - in the reset steps you have, the 4th step does not seem to happne for me. If I keep the button depressed for a long time, it just goes into its normal start up cycle.

[Retired-Matt_B]

Hi jonforduk,

Please post your reply either below together with the details requested below:

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,

Matt B

[jonforduk]

Oh dear - you have chosen a day when our friends at BT have managed to do "something" to our broadband - so the data below is atypical. (BT says "it may be fixed in the next 24 hrs....). Are we going to have to come back to this once that is fixed, or is this enough for now?

Speed test - download 0.89 Mbps (it is normally more like 5), upload 0.47 Mbps (nornally just under 1Mbps)

Ping - 60ms

External IP 86.182.223.19

Traceroute  

Traceroute has started…

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets

 1  192.168.0.1 (192.168.0.1)  11.535 ms  1.038 ms  0.938 ms

 2  217.32.142.201 (217.32.142.201)  16.986 ms  129.069 ms  142.598 ms

 3  217.32.147.174 (217.32.147.174)  332.950 ms  395.659 ms  404.042 ms

 4  212.140.206.90 (212.140.206.90)  477.801 ms  341.917 ms  360.424 ms

 5  213.120.180.169 (213.120.180.169)  357.486 ms  203.700 ms  21.767 ms

 6  217.41.169.109 (217.41.169.109)  21.633 ms  340.284 ms  409.170 ms

 7  acc2-xe-0-1-3.sf.21cn-ipp.bt.net (109.159.251.211)  409.469 ms  450.904 ms

    acc2-xe-2-0-3.sf.21cn-ipp.bt.net (109.159.255.223)  24.721 ms

 8  core2-te-0-13-0-10.ealing.ukcore.bt.net (109.159.251.179)  34.257 ms  37.539 ms  250.077 ms

 9  peer2-xe9-1-0.telehouse.ukcore.bt.net (109.159.254.114)  327.833 ms  703.126 ms

    peer2-xe10-0-0.telehouse.ukcore.bt.net (109.159.254.128)  1071.482 ms

10  t2c3-xe-0-2-1-0.uk-lon1.eu.bt.net (166.49.211.172)  1738.860 ms

    t2c3-xe-2-1-1-0.uk-lon1.eu.bt.net (166.49.211.190)  898.293 ms

    t2c3-xe-0-2-1-0.uk-lon1.eu.bt.net (166.49.211.172)  116.927 ms

11  166-49-211-254.eu.bt.net (166.49.211.254)  50.267 ms  29.729 ms  29.255 ms

12  * * *

13  * * *

14  * * *

15  * * *

16  * * *

17  * * *

[jonforduk]

Whoops - sorry - forgot the serial number  -  21196999052

[Retired-Ian_]

Hi jonforduk,

I can see that your Sure Signal last updated on 23/06/2014 at 5:41pm.

Has the situation with your broadband been resolved?

Thanks,

Ian 

[jonforduk]

Thanks for checking.

No, the BT elves are still working on it. They've identified the problem, but no current ETA for a fix. As you might expect, this is now on escalation.

[jonforduk]

OK - we're back.

Here is the the correct data

Speed test - download 5.05 Mbps, upload 0..78 Mbps 

Ping - 31ms

External IP 86.169.117.70

Traceroute  

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets

 1  192.168.0.1 (192.168.0.1)  2.097 ms  1.290 ms  1.929 ms

 2  217.32.142.201 (217.32.142.201)  16.314 ms  14.377 ms  14.410 ms

 3  217.32.147.158 (217.32.147.158)  18.784 ms  17.227 ms  13.846 ms

 4  212.140.206.90 (212.140.206.90)  18.164 ms  18.154 ms  17.859 ms

 5  217.41.169.245 (217.41.169.245)  17.505 ms  19.345 ms  17.683 ms

 6  217.41.169.109 (217.41.169.109)  18.285 ms  19.237 ms  19.656 ms

 7  acc2-xe-4-2-0.sf.21cn-ipp.bt.net (109.159.251.229)  17.011 ms

    acc2-xe-0-3-0.sf.21cn-ipp.bt.net (109.159.251.201)  17.539 ms

    acc2-10gige-11-3-0.sf.21cn-ipp.bt.net (109.159.251.227)  17.459 ms

 8  core1-te0-14-0-4.ealing.ukcore.bt.net (109.159.251.5)  23.662 ms

    core1-te0-13-0-2.ilford.ukcore.bt.net (109.159.251.137)  30.942 ms

    core1-te0-14-0-4.ealing.ukcore.bt.net (109.159.251.5)  23.505 ms

 9  peer2-xe4-0-0.telehouse.ukcore.bt.net (109.159.252.29)  25.116 ms  25.350 ms

    peer2-xe-4-2-0.telehouse.ukcore.bt.net (109.159.252.49)  22.663 ms

10  t2c3-xe-2-1-1-0.uk-lon1.eu.bt.net (166.49.211.190)  25.672 ms  25.961 ms  28.945 ms

11  166-49-211-254.eu.bt.net (166.49.211.254)  23.283 ms  27.043 ms  24.304 ms

12  * * *

13  * * *

VSS serial number  -  21196999052

[#10]

Speed test - download 5.05 Mbps, upload 0..78 Mbps 

Ping - 31ms

External IP 86.169.117.70

Traceroute  

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets

 1  192.168.0.1 (192.168.0.1)  2.097 ms  1.290 ms  1.929 ms

 2  217.32.142.201 (217.32.142.201)  16.314 ms  14.377 ms  14.410 ms

 3  217.32.147.158 (217.32.147.158)  18.784 ms  17.227 ms  13.846 ms

 4  212.140.206.90 (212.140.206.90)  18.164 ms  18.154 ms  17.859 ms

 5  217.41.169.245 (217.41.169.245)  17.505 ms  19.345 ms  17.683 ms

 6  217.41.169.109 (217.41.169.109)  18.285 ms  19.237 ms  19.656 ms

 7  acc2-xe-4-2-0.sf.21cn-ipp.bt.net (109.159.251.229)  17.011 ms

    acc2-xe-0-3-0.sf.21cn-ipp.bt.net (109.159.251.201)  17.539 ms

    acc2-10gige-11-3-0.sf.21cn-ipp.bt.net (109.159.251.227)  17.459 ms

 8  core1-te0-14-0-4.ealing.ukcore.bt.net (109.159.251.5)  23.662 ms

    core1-te0-13-0-2.ilford.ukcore.bt.net (109.159.251.137)  30.942 ms

    core1-te0-14-0-4.ealing.ukcore.bt.net (109.159.251.5)  23.505 ms

 9  peer2-xe4-0-0.telehouse.ukcore.bt.net (109.159.252.29)  25.116 ms  25.350 ms

    peer2-xe-4-2-0.telehouse.ukcore.bt.net (109.159.252.49)  22.663 ms

10  t2c3-xe-2-1-1-0.uk-lon1.eu.bt.net (166.49.211.190)  25.672 ms  25.961 ms  28.945 ms

11  166-49-211-254.eu.bt.net (166.49.211.254)  23.283 ms  27.043 ms  24.304 ms

12  * * *

13  * * *

VSS serial number  -  21196999052

[Gemma]

Hi jonforduk,

The traceroute you’ve posted last looks ok.

There’s been no contact with our network since 23 June at 5.41pm.

What light sequence are you now seeing?

Can you test your Sure Signal using a different internet connection (at a family or friends address)?

Thanks,

Gemma

[jonforduk]

Hi Gemma,

Hi Gemms

I just reconnected it this afternoon at about 12:30., once our broadband was fixed.The iPhone 4 linked to the registered account is working fine with it, right now, but none of the others. I did a reset before connecting, by the way.

So lights 1,2 and 4 are on.

Connecting it to another line is tricky (we are out in the country) anything else we can try, now we have network again?