Unable to connect a new iPhone 4s user

[mlsred]

Hi,

Is it just me or is it harder than it should be to register and connect handsets to the sure signal? Seems to work without too much trouble with Blackberry devices but IPhone 4's seem to be a problem.

As an example, I have my Blackberry registered to the sure signal and it is fairly reliable. I have BT infinity so my broadband connection is quick and stable.

My daughters friend has spent the weekend with us and she has an iPhone 4s on Vodafone. No Vodafone signal (or very weak) where I live so I thought, I know I will add her number to the SS and all will be good…as usual it is never that easy…so I…

Register the phone, she receives text message saying she is registered to the SS but no 3g signal. Reboot the phone, no 3g signal, reboot the SS, no 3g Signal, perform a reset on the SS and reboot the phone, still no 3g signal.. switch the phone to airplane mode and back after a few minutes, still no 3g signal. Reboot my broadband router, still no 3g signal on the iPhone.. all the time my Blackberry is working fine…

Sorry to get a bit ranty but should it really be this hard? She will have gone home by tomorrow morning and all I have done is waste a couple of hours of my life trying to get this to work…

Sure Signal Serial Number: 40111056301

Can someone have a look at my box please and let me know if there is anything else I can do.. or if I just have to accept that it doesn’t work and my daughters friend continue to wander round the house with her iPhone at arm’s length trying to get a Vodafone signal…

Cheers

Michael

[Phil]

Hi misred,

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

Phil

[mlsred]

Hi

Thanks for the reply... please see below:

Your speed test results from here.

Your ping test results from here.

Unable to test packet loss due to some Java error

Your external IP address from here.

86.168.73.206

The results of a traceroute.

Microsoft Windows [Version 6.2.9200]

(c) 2012 Microsoft Corporation. All rights reserved.

C:\Users\Michael & Margriet>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  BTHomeHub.home [192.168.1.254]

  2     7 ms     7 ms     7 ms  217.32.146.75

  3     8 ms     7 ms     7 ms  217.32.146.126

  4     8 ms     8 ms     8 ms  213.120.156.90

  5     8 ms     8 ms     8 ms  217.41.168.185

  6    56 ms     9 ms     8 ms  217.41.168.107

  7     8 ms     8 ms     8 ms  109.159.249.106

  8    15 ms    16 ms    14 ms  core1-te0-0-0-5.faraday.ukcore.bt.net [109.159.2

49.43]

  9     9 ms     8 ms     8 ms  peer1-xe8-1-0.telehouse.ukcore.bt.net [109.159.2

54.181]

 10    10 ms    11 ms    11 ms  LNDGW2.arcor-ip.net [195.66.224.124]

 11     9 ms     9 ms     9 ms  85.205.116.14

 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\Michael & Margriet>

Your Sure Signal serial number:

40111056301

[Retired-James]

Hi mlsred,

When it comes to any handset using a microSIM or nanoSIM it can sometimes take 24 hours for it to be picked up by the Sure Signal.

Looking at the registration I can see that there is a location profile update that has been detected and due to this I have now updated the location profile for you and re-synced the device.

If possible please can you let me know if there is still an issue after this has been completed?

James

[mlsred]

Hi

Thanks for your help. I looked at the box this morning before I went to work (06:30) and the power light was on and the system light was flashing. I left it and went to work. I have just got home and the system light was still flashing (19:00). I have unplugged it and plugged it back in and now the system light and the phone light are flashing on and off?

Not sure what has happened but it is not currently usable?

Thanks

M

[mlsred]

Morning gents,

now 07:00 and the box is still flashing system and phone lights.  I have powered off a few times and also rebooted my router but it makes no difference. It was working fine until Sunday when you did whatever you did remotely. 

Thanks

m

[Retired-Simon]

Hi mlsred

Thanks for the update. I can see that in James's post he didn't advise that a factory reset is required after a resync to complete the process. Apologies that this hasn't already been advised.

I've performed the resync again, please now perform a factory reset to complete the process as follows:

• Hold the reset button till all the lights come on or flash (about 30 seconds)
• Keeping the rest button held, remove and re-insert the power lead
• Once all the lights come on or flash, release the reset button
• The VSS should come online within the hour

With regards to the iPhone 4S not connecting, de-registering and re-registering the normally works. Also, it would be worth double checking that 3G is enabled on the phone. I know it's generally already set to 3G normally but you'd be surprised at how many people don't realise that their phones are set to GSM only mode.

Let us know how you get on.

Thanks

Simon

[mlsred]

Hi,

What does - de-registering and re-registering - mean. Just deleting the user/phone number from the SS console and then re-adding?

When I got home last night the SS had stopped flashing and was back to normal so I haven't done the reset. Do I still need to do that? I can't test the iiPhone 4 at this stage as it doesn't belong to me.

Thanks

Michael

[Retired-Andy]

Hi mlsred,

If the Sure Signal (VSS) is now working normally for you then I’d leave it for the moment. You are right in the re-registering and de-registering of the number. I’d wait until you have an opportunity to test the number on your VSS before proceeding any further.

When you’ve had the chance to test the number, let us know how you went on.

Thanks

Andrew