iPhones not connecting to V3 Sure Signal

[mkelly21]

Hi,

We have been using the Vodafone SS for over a year with no issues. In the last couple of weeks our iPhones have been unable to connect. What I mean by this is that if we go out of the house and come back in they won’t connect to the SS.

From my iPhone - I tried a couple of times to connect to another mobile provider (EE) whch failed and then connect back to Vodafone, this forced connection to the SS but it only worked for a short time.

Today I de-registered and turned off the SS for a couple of hours, I have re-registered it and reconnected to the internet and it’s not allowing any iPhones to connect. Both phone numbers have been re-added to the online portal.

I have performed the various tests and all look ok, I know the SS is connecting ok so this must be a separate issue- would appreciate if Vodafone could take a peek.

SS serial number is 40132755162 showing as active in the Vodafone SS portal.

Thanks

Mark Kelly

[Retired-EricChe]

@jonsrichardson

So that we can take a look into this for you, please could you provide us with the below details;

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.

[jonsrichardson]

Here is the requested information:

VSS V3 Serial Number : 40130607118

External IP: 86.166.197.119

SpeedTest Results:

Ping: 21 ms

Download: 18.53 Mbps

Upload: 1.05 Mbps

TraceRoute to 212.183.133.177 (failed to finish after several runs)

Partial results:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets

 1  www.routerlogin.com (192.168.1.1)  2.029 ms  1.953 ms  1.915 ms

 2  213.120.155.228 (213.120.155.228)  12.167 ms  9.633 ms  9.094 ms

 3  213.120.155.142 (213.120.155.142)  10.235 ms  10.371 ms  9.397 ms

 4  213.120.161.106 (213.120.161.106)  10.842 ms  11.611 ms  10.014 ms

 5  31.55.164.227 (31.55.164.227)  10.274 ms  10.452 ms  9.972 ms

 6  31.55.164.109 (31.55.164.109)  10.671 ms  10.553 ms  11.146 ms

 7  acc2-10gige-0-3-0-5.bm.21cn-ipp.bt.net (109.159.248.244)  11.229 ms  9.598 ms  10.724 ms

 8  109.159.248.140 (109.159.248.140)  18.358 ms  15.201 ms  15.889 ms

 9  peer6-te0-9-0-16.telehouse.ukcore.bt.net (213.121.193.154)  17.773 ms  17.485 ms  17.656 ms

10  t2c3-et-8-3-0-0.uk-lon1.eu.bt.net (166.49.211.242)  15.463 ms  14.745 ms  14.791 ms

11  166-49-211-254.eu.bt.net (166.49.211.254)  19.485 ms  16.473 ms  17.751 ms

12  * * *

13  * * *

14  * * *

15  * * *

16  * * *

17  * * *

18  * * *

19  * * *

20  * * *

It seems the IP is unreachable.

Pinging that IP produces these results:

PING 212.183.133.177 (212.183.133.177): 56 data bytes

Request timeout for icmp_seq 0

Request timeout for icmp_seq 1

Request timeout for icmp_seq 2

Request timeout for icmp_seq 3

Request timeout for icmp_seq 4

Request timeout for icmp_seq 5

Request timeout for icmp_seq 6

Request timeout for icmp_seq 7

Request timeout for icmp_seq 8

--- 212.183.133.177 ping statistics ---

10 packets transmitted, 0 packets received, 100.0% packet loss

[t0pc4t]

I also have this problem.  I had a suresignal v1 and noticed it was not working.  I got a new power supply which brought it back to life but then our phones would not connect.  

I dealt with tech support who re-registered the sure signal etc and immediately after it would work, and then some time later I would be back to square one.  

Stupidly, I assumed this to be an old suresignal putting out a flaky 3g signal.  It is not.

I bought a brand new v3 sure signal and had the exact same issue.  This time I found out that the issue would start when returning to the house after I had been out.  If I turn off 3g and then switch it back, the phone connects.  It is the same with my wife's iphone 6 (I have a 5s)

So there is something in one of the iphone updates that has borked the ability to connect to a suresignal.

So why are Vodafone not making this clear?  I wasted £69.99 on a new sure signal which is no better than the V1 I had before.

Is there going to be a sure signal update provided to resolve this?

[jonsrichardson]

In my case, I can not say that the iPhones have ever connected to the VSS V3 after the IOS 9.3.2 update over 2 weeks ago. Even after they have had a signal when out.... they do not connect to my VSS when I return home.

To restate the problem: I have 2 identical iPhone 6 models both of which were updated to IOS 9.3.2 on the same day. Since then they have ceased to pick up the VSS signal.

They have both been set to 3G only and the VSS V3 has been reset, restarted, and resynchronised several times... including 2 resynchronisations in collaboration with VSS Tech Support.

All without a positive result 😞

Since my home is in a "dead spot", without a working VSS my Vodafone service is unavailable to me when I or my wife are at home. No signal, no Voicemail, no Text messages. Nothing.

It needs thorough investigation.

Interestingly, a previous message in this thread also shows that their Traceroute to the suggested IP was as unsuccesful as mine was.

Could this be a clue to where the problem lies?

[t0pc4t]

To follow up on my previous post, I now notice that the iphone has no signal even though I have not left the house.

[sidpr]

Hi Mark

Have you managed to solve this yet? I've tried the tech support suggestions but our phones are still not picking up any signal from the sure signal v3,

Regards

Sid

[mkelly21]

Hi Sid,

I've been away for the last couple of weeks and was just looping back on this forum to see if there had been any movement.

Nope nothing has changed for me, pretty disappointed.

I see another topic has been raised but the steps seem to be the same - reboot the device which, like you, I've done many times with no fix.

Mark

[Retired-EricChe]

Hi everyone,

I can see this is something we're still looking into.

Rahim, our Sure Signal expert has escalated the issue accordingly and it's being worked on now.

Apologies for the length of time it's taking to resolve.

[mkelly21]

@EricChester

Does this mean that Vodafone are acknowledging that there is an issue?

Can we have an update as to when a fix might be available/implemented?

Thanks Mark

[sidpr]

Hi Mark

Thanks for the reply. Ive just back from a 9 day trip as well and still no joy with the signal.

Regards

Sid