Suresignal not working for any users since my sim card changed

[pmesley]

Hi, my suresignal 2 box is not working properly since my sim card was changed 2 weeks ago.
It is transmitting a signal, as I have 5 bars on my phone, but I have a triangle exclamation mark telling me no service, (it's fine if I drive to a signal area). My daughter just has no signal bars at all.
I've tried a factory reset, but no effect.
Can you do a reset or whatever please?
The box serial number is 4012145058

Thanks
Pete

[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

[pmesley]

Thanks Matt

I have tried following the troubleshooting thread, and I've read the bit about problems after a SIM change (which is the issue, by the way - everything was fine before my SIM change) but the instructions say...

"If the affected number is the owner of the Sure Signal, you'll need to temporarily transfer the ownership to another number and then remove and re-add the affected number. This can be done by clicking ‘Change Owner’ on the Sure Signal Dashboard".

However there is no 'Change Owner' option on the 'Dashboard' (Dashboard itself seems to no longer exist), so I am unable to do this. Can you you do it at your end?

Meantime, here are the test results you asked for..

Speed test :- Ping 36ms, Download speed:- 6.84Mbps, Upload speed 0.4Mbps

Ping :- 35ms, Jitter :-  0ms

IP :- 95.149.242.21, IPv6 :- ffff:5f95:f215

tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms SE572 [192.168.1.1]
2 29 ms 28 ms 30 ms 217.41.167.250
3 28 ms 27 ms 28 ms 217.47.19.161
4 33 ms 33 ms 33 ms 213.1.67.34
5 33 ms 32 ms 33 ms 87.237.20.128
6 39 ms 39 ms 40 ms 80.150.171.89
7 47 ms 47 ms 46 ms 87.190.232.58
8 47 ms 46 ms 47 ms ae22-xcr1.lns.cw.net [195.2.30.61]
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.

Suresignal (model 2) serial number is :- 40121454058

Hope this helps,

Regards

Pete

[Jenny]

Hi pmesley,

Everything looks fine from what you’ve posted above.

So that we can look into this further, take a look here for how to get in touch.

We aim to reply to emails within 48 hours. If you need a quicker response, please visit our Contact Us page.

Thanks,

Jenny

[pmesley]

Jenny

Can you try deleting me from the suresignal list of users (I am the owner) and re-adding me please? I don't think I can do that myself; the option of change owner does not seem to be available on the suresignal admin page.

Thanks

Pete

[pmesley]

In the absence of any useful response, I de-registered my suresignal box, and re-registered it. This almost instantly fixed the issue I was having, and I can now get signal at home, However, after successfully adding my wife's number to the list of users, I now am not able to add any more users. Each time I try, I get a message on screen saying

"Sorry – there seems to be a problem.

We're working hard to fix the issue, so please try again later."

Please see screenshot attached.

Are you aware of this issue? What is the problem?

Thanks

Pete

[pmesley]

Ignore the last post - I had forgotten that my daughter had changed to talk mobile from Vodafone.

But, doesn't it seem a bit dumb for your computer system to say that you are working hard on the problem, when its just not a vodafone number?

What a waste of time.

Please close this case