SureSignal not registered, and not registerable

[butako]

Hello,

My SureSignal recently stopped working (my phone is not connecting to it) - and when I looked at My Vodafone account page, under Sure Signal section, my device is no longer listed or administratable.  I have tried to re-register it on the My Vodafone account but the page returns an error code "Sorry, there seems to be a problem. 500, 2011 - [2n1]".  

Any help to re-register my suresignal would be appreciated please.

Here are the troubleshooting details:

Lights: Red light is steady, Internet is steady white, Service is steady white, and Use light is off.

Speed test result:  ping 9ms, download 38 mbps, upload 18 mbps
My external IP: 80.229.25.140 

Sure Signal serial number: 42165052905 

Traceroute:

$> traceroute 212.183.133.177

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

1  192.168.1.1 (192.168.1.1)  4.980 ms  1.042 ms  1.041 ms

2  lo0.central10.pcn-bng02.plus.net (195.166.130.249)  7.097 ms  6.756 ms  7.076 ms

3  411.be6.pcn-ir02.plus.net (84.93.253.79)  11.768 ms  7.726 ms  7.645 ms

4  core1-be1.colindale.ukcore.bt.net (195.99.125.132)  7.953 ms

    195.99.125.140 (195.99.125.140)  8.222 ms  8.028 ms

5  195.99.127.83 (195.99.127.83)  8.991 ms  9.568 ms  8.929 ms

6  t2c3-et-8-1-0-0.uk-lon1.eu.bt.net (166.49.211.240)  8.445 ms  8.223 ms

    t2c3-et-3-1-0-0.uk-lon1.eu.bt.net (166.49.211.236)  7.704 ms

7  166-49-211-254.eu.bt.net (166.49.211.254)  8.174 ms  8.338 ms  8.113 ms

8  * * *

9  * * *

10  * * *

11  * * *

12  * * *

13  * * *

14  * * *

..... 

[Alex]

@butako We've performed a resync on your Sure Signal, please allow up to 6 hours before restarting the device. 

Let us know how you get on. :smileyhappy: 

[butako]

Hi Alex,

The SureSignal is visible again on my Account page (thank you!) however my phone is still not connecting to the SureSignal. My phone number is registered on my account, and the lights on the unit are Red-White-White-Off, which all looks good, I think.

I've waited a day, rebooted both SureSignal and my phone... but still the phone is not connecting. 

What's needed to make my phone use the SureSignal?

Thanks

[butako]

Hi Alex,

Trying again today, same issue. Why is my vodaphone not connecting with the SureSignal ? 

BTW, I read on other posts - my phone number was once with 3 network and I brought it to Vodafone... but that was months ago and the SureSignal was working fine until a few weeks back. What's the fix?

Thanks

[butako]

SOLVED: The problem is the SS device only emits a 3G signal but my phone was set to use 4G preferred network and there was a weak LTE 4G signal from outside. Change phone to 3G preferred and it connects to the SS. 

Well, this is a bit silly isn't it. I'll start a new thread.

[ChazzD]

@butako

I'm glad to hear everything's now up and running for you. 

Let us know if there's anything else we can help with.