Z10 will not connect

[crummock2]

Hello,

just got a Blackberry Z10 with a new sim.

I've removed my number from the suresignal, readded it, rebooted, waited hours and the new Z10 with new sim is still not connecting to the suresignal V2 unit. The other phone assigned to it works fine.

[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

[crummock2]

Hello,

i appreciate your answer but teh only thing that has chnaged is the phone and sim card so it must be to do with that otherwise other phone woudl not work either.

[grolschuk]

Is there a setting on the Z10 to force it into 3G mode only? Could be worth trying as a random test

[crummock2]

Just tried that and it doe snot work.

It has to be an issue with it not accepting the new sim card.

Probably some setting at Voda that hasn't been updated.

[Phil]

Hi crummock2,

Thanks for coming back to us.  To help narrow down the issue and help we will need some of the information that Matt has requested above. 

Please get back to us with:

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:

Many thanks,

Phil

[crummock2]

Hello,

below are the answers you requested. This is clearly a case of suresignal not seeing/accepting the new sim card, even after 3 days now.  I've removed the phone number that is affected, left it off for 12 hours, and then readded all without result. Oh and just for clarity the suresignal unit has the red power light and the signalbars circle light lit and the phone light unlit.

Your speed test results from here. http://www.speedtest.net/result/2500828441.png

Your ping test results from here. http://www.pingtest.net/result/76977143.png

Your external IP address from here. Your IP Address is: 78.33.98.193

The results of a traceroute.

Your Sure Signal serial number: 40123566560

[Jenny]

Hi crummock2,

Thanks for getting back to us.

Your ping and speed tests look fine and your IP address is on our whitelist which is great.

Please also get back to us with the results of a traceroute:

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.

Thanks,

Jenny

[crummock2]

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  192.168.85.1
  2     9 ms     9 ms     9 ms  lns18.inx.dsl.enta.net [188.39.1.30]
  3     9 ms     9 ms    12 ms  gi1-8.inx.dist.dsl.enta.net [188.39.1.29]
  4     9 ms     9 ms     9 ms  te2-2.interxion.dsl.enta.net [78.33.141.89]
  5     9 ms    11 ms     9 ms  te2-3.interxion.core.enta.net [87.127.236.209]
  6     9 ms     9 ms     9 ms  te4-2.telehouse-east.core.enta.net [87.127.236.137]
  7    13 ms    10 ms    10 ms  ldngw1.arcor-ip.net [195.66.224.209]
  8    11 ms    11 ms    11 ms  85.205.116.10
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 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.

[crummock2]

Just an update...

It's started working today so Vodafone must have done something overnight.

I would like to know what the issue was so we know how to handle future occurences.

thanks

Rob