iPhone5 and sure signal

[ransell]

Hi,

I've had a Sure Signal V1 for ages (3 years) and never had any issues with it but my wife has a new iPhone 5 which is refusing to work with it.

We upgraded her Nokia N8 to an iPhone 5 and following the guidance from this site I duly removed her mobile number from the Sure signal and re-added, I've done this three times now.

I've also reset the gateway (pressing and holding the black button) twice and waited for it to come back (which takes ages) but still no joy.

The other phones in the house (two Blackberry) are working fine off the gateway but the Vodafone coverage here  is useless so without the Suresignal the iPhone doens't get any signal so my wife can't get any calls.

Can someone at Vodafone check the gateway? Serial number is 21196948968

Thanks

Rob

[Phil]

Hi ransell,

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.

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

[ransell]

Ah Phil,

Sorry you replied as I was typing the information you asked for!  I've gone through the Suresignal troubleshooting guide.  I look after three Sure signals and I've been using them for years so I'm fairly confident that everything is setup correctly.

Thanks

Rob

[Retired-PaulE]

Hi Rob, 

Is the iPhone picking up a signal from the unit, or is it not displaying 3G at all? 

If it's not displaying 3G it probably means the Sure Signal hasn't registered the SIM change correctly yet - there's no given timescale for this to happen (when I changed to a micor SIM it took a few days on my V1 to register the change).

We can look at sending you a new SIM as it could be a problem with the SIM card itself - I've sent you a PM with instructions on how to contact the team, if you'd like us to swap the SIM follow these and we'll be in touch as soon as we can.

You can find your PM inbox here

Paul 

[ransell · Accepted solution]

Hi Paul, 

I've been out in the mountains for two days with no Vodafone signal so I couldn't respond. Whilst I was away my wife's iphone 5 just started working... It started working Monday morning at around 9:00 am.

So, all sorted after three factory resets! It would appear that this is a common problem though! 

Thanks for your help, 

Rob 

---

@PaulE wrote:

Hi Rob, 

Is the iPhone picking up a signal from the unit, or is it not displaying 3G at all? 

If it's not displaying 3G it probably means the Sure Signal hasn't registered the SIM change correctly yet - there's no given timescale for this to happen (when I changed to a micor SIM it took a few days on my V1 to register the change).

We can look at sending you a new SIM as it could be a problem with the SIM card itself - I've sent you a PM with instructions on how to contact the team, if you'd like us to swap the SIM follow these and we'll be in touch as soon as we can.

You can find your PM inbox here

Paul 

---

[ransell]

Looking at other tests... here is some more information...

Speed Test Results = Ping 48ms, Download = 6.18Mbps, Upload = 0.81Mbps

Ping Test = 76ms, Jitter = 6ms, Line Quality = B*

IP Address = 78.147.37.124

Tracert = 

1 75 ms 98 ms 99 ms dsldevice.lan [192.168.1.254]
2 26 ms 21 ms 26 ms host-78-147-32-1.as13285.net [78.147.32.1]
3 23 ms 24 ms 22 ms host-92-31-244-25.as13285.net [92.31.244.25]
4 25 ms 29 ms 47 ms host-78-151-229-8.as13285.net [78.151.229.8]
5 28 ms 30 ms 28 ms xe-11-1-0-rt001.the.as13285.net [62.24.240.6]
6 28 ms 30 ms 28 ms host-78-144-1-59.as13285.net [78.144.1.59]
7 32 ms 28 ms 28 ms host-78-144-0-145.as13285.net [78.144.0.145]
8 34 ms 33 ms 31 ms LDNGW1.arcor-ip.net [195.66.224.209]
9 32 ms 29 ms 31 ms 85.205.116.10
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.

But I hasten to add the Suresignal is working perfectly fine for other phones within the home... just the iPhone 5 is being a pain!

Thanks

Rob