VSS Resync - iPhone 5

[laurayoung79]

Hi,

Just received a new nano sim card (same number) with my iPhone 5 and handset not connecting to Sure Signal. Change ownership to my wife's phone and re-added my phone - also tried a VSS reset....still not working.

Would you mind performing a resync - S/N: 40114621309

Thanks,

L

[moonshine_jack]

Me too. Full signal but nothing works on the iphone 5 until I remove it from the Sure Signal. It then uses the exterior 2G mast (or 3G on a good day). Any clues?

[Ben_H]

Hi folks,

Can you both take a look at our Sure Signal Troubleshooting thread, and then post back the full results if you’re not directed to an existing thread?

Cheers, Ben

[laurayoung79]

Hi,

Thanks for your response... results of the troubleshooting guide below:

The Power and System Lights are both on solid, indicating that the Sure Signal is connected and broadcasting a 3G signal.

1. Confirm that the handset you are trying to get a signal on is a 3G device. Done - also checked in the settings to confirm 3G is enabled..

2. Confirm that the number you are using has been added to your Sure Signal. Done - even removed the number from the sure signal and added it again.

3. Test your SIM in another 3G handset. Not possible as I don't have another iphone 5. I have picked up 3G when roaming on the masks rather than the VSS.

Has Your SIM recently been replaced? - Yes - new Nano sim received recently with my iPhone 5. However, transfered ownership and deleted my number as suggested in the guide. Still no luck 😞

[Retired-Kay]

Hi Laurayoung79, 

To make sure everything is as up-to-date as possible, I’ve just resynced your device for you so, to make sure the resync completes, can you perform a factory reset:-

Hold down the reset button until all the lights show/flash (about 30 seconds)
Keeping the reset button held down, remove then re-insert the power lead.
Once all lights display release the reset button.
The Sure Signal will come online in around 1 hour.

moonshine_jack, If you are getting 'call failed' when trying to make calls then this is a different issue. We can sort this out for you but we'll need access to your account first. Please follow the instructions in the private message I've just sent you. Once we have your email a member of the team will be in touch.

You can find your PM inbox here.

Best Wishes, 

Kay

[moonshine_jack]

Hi - sorry to butt in again, but I've raised a call as requested (WRT135 My eForum Query [#11149279]) on the failing iphone5 but no contact yet. When can I expect some?

NB: I tried adding it again tonight, but without success. Behaviour is slghtly different now - it flips between No Service (when attempting to register with the VSS I think) and 3G/EDGE from the cells outside.

[Retired-James]

Hi moonshine_jack,

Thanks for your time on the phone earlier today, I’m pleased that we were able to take a step in the right direction to get this sorted for you.

James

[moonshine_jack]

James, the new sure signal you sent fails in the exactly the same way with the iphone5 (which continues to work fine on the network outside). Other phones continue to work on the new sure signal as they did on the old. To make matters worse, I now seem to be being 'helped' by someone in customer care who has '"spoken to our Technical team and they have updated your number (mobile number removed for security) on your Sure Signal device (21196891515)." - except this is the OLD sure signal device - not the new one. Please can you get involved again? At least you appeared to know what you were talking about.

[Ben_H]

Hi moonshine_jack,

Thanks for posting back. My apologies if contacting multiple departments with your query has caused crossed wires. So we can take this over again, can you reply to the last email our team sent you using the same subject code we supplied previously? This means we can get your details back quickly and give you another call as before to get to the bottom of this.

Cheers, Ben

[moonshine_jack]

I just replied to the note James sent so it should have gone to you, I assumed. I'll try again, but in summary, the fault is identical with the new VSS. The iphone5 works fine outside of the house and all other phones work OK with the new VSS. So - what next?