Sure signal not working after sim swap

[Leesalvin]

I got my sim swapped yesterday for a micro SIM and now even though I am still registered as the owner in My Vodafone, my handset doesn't seem to be working with my sure signal box.

Please help

[Retired-Matt_Vo]

Hi

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:

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
Moderator

[Leesalvin]

The other Vodafone devices in the household are working absolutely fine though

[Retired-Dave]

Hi Leesalvin,

The registration can take a little while to recognise the new SIM. If it's not working by now there's ways to speed it up.

Give the Sure Signal a reset. This will force it to refresh the registration.

For Sure Signal version 1 or 2:

• Unplug the ethernet cable from the Sure Signal
• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

For Sure Signal version 3:

• Unplug the ethernet cable from the Sure Signal
• Locate the button on the base of the box next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

If that doesn't help, remove and re-add the affected number:

• If your number is the "owner" of the Sure Signal, transfer ownership to one of the other numbers.
• Remove your number from the Sure Signal.
• Wait approximately 30 minutes.
• Add your number back to the Sure Signal.
• Once you've got a connection, transfer ownership back if needed.

Dave

[baxtervet]

Just done a sim swap and lost the Sure Signal. Absolutely no idea why it was necessary to swap the sim given the problems it causes. Can't deregister number as it is the sole number and the owner.

Grrrr.....

Do you need to sync it at your end? SN = 4011077190

Am going to try a reset and hope to have it working tomorrow.

[Retired-Matt_B]

Hi baxtervet,

The Sure Signal will need to be resynced from this end.

The serial number you've provided is showing as invalid.

Could you reconfirm the number for us please?

Thanks,

Matt B

[IandT]

Hello,

I am in the same situation as baxervet. New SIM card in my phone, phone does not now connect to my sure signal. I have reset the sure signal, still does not work. Have had the new SIM for several months now. My phone is the only one that uses it so the swapping solution is not possible. Please can you resync at your end. The serial number is 40132754124.

Thanks in advance.

IandT

[IandT]

..... Just spoke to the tech team on the phone who said they'd resync at their end so please disregard my previous message. Will post again if the resync doesn't fix it.

[IandT]

..... OK despite assurances from the tech team on the phone that the Sure Signal would start working '100%' it is still not working. Just to repeat:

- Phone does not connect to sure signal since new sim put into phone.

- It is the only phone using the sure signal.

- Have tried switching both the phone and the sure signal off then on several times.

- Serial number 40132754124.

Please can you look into it, thanks in advance.

[Retired-Laura]

Hi @landT  

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:

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

Laura