iphone 4 is not connecting to sure signal

[vinceyb]

Hi,

My partner just joined vodafone with her iphone 4. Her phone has no way to connect to my current sure signal, although my blackberry works well with the VSS.

I registered her as an additional user, reset her phone, reset the VSS, read all the troubleshoots on the site, all is not working so far.

I also tried to put her micro sim card to another 3G hand set Nokia Lumia 800, again, no way to pick a 3G signal. So I guess there is something wrong with her new sim card? She just had a sim porting from O2 to Vodafone today.

Any advice appreciated!

Thanks

Vince

[Retired-James]

Hi jimpyle,

Thanks for getting back to us.

I can see that the Sure Signal did update last night at 19.15, can you let me know if this is still an issue?

In regards to your question about the phone being unlocked from orange, this doesn’t make a different as Sure Signal connects through the SIM and then as long as the phone that the SIM is using is capable of connecting using the Vodafone 3G signal frequency then it will work.

As all iPhones do have the required frequencies built into them then it definitely isn’t the phone, also if this was an issue it would mean that you would never get a 3G signal on Vodafone when you are out and about.

James

[jimpyle]

Hi James

I didnt get around to shifting ownership back to me but in answer to your question, no its still not connected. Complete mystery. 

[Retired-James]

Hi jimpyle,

Thank you for getting back to me.

I can see that you have changed the ownership back again and it did update again this morning at 01:22.

It sounds like the Sure Signal server isn’t picking up the SIM’s identity from the network for some reason however it has been seen to take a bit of time to do in the past.

Also the iPhone has been known to be delayed in connecting to the Sure Signal when in range which can be remedied by placing the phone in aeroplane mode for 10 seconds.

Give this a go and let me know if you see any changes.

James

[jimpyle]

Hi James

No change. Yesterday I spoke to your business team and I requested a new SIM to see if that will make a difference.  When it arrives I will see if that makes a difference. 

Kind regards

James

[slotty1964]

Can you kindly re-sync my SS as I have the same issue. My Iphone 4 connects fine, however my wife has a new  Iphone 4 and after trying all the trouble shooting tips it will still not connect. SS S/N 21027984893.......Many thanks 

[Retired-Andy]

Hi slotty1964,

Your Sure Signal connected to our servers yesterday evening at 18:30, are you still facing connection issues? I’ve just resynced it for you as you requested. 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.

Let me know how you go on.

Hi jimpyle,

This is strange. Your Sure Signal connected to our servers at 01:51 this morning and I can see you changed the ownership again yesterday, has this made any difference?

I’ve resynced your Sure Signal again, so if you can follow the reset procedure above. There’s one other thing I’d like you to try please and that’s switch your SIM card (the one that can’t connect) in to a different phone. If you do this, does the other phone then connect to the Sure Signal?

Let me know how you go on.

Thanks

Andrew

[slotty1964]

Hi Andrew, 

Factory re-set performed and all now working fine......Many thanks for your help.

Gary

[jimpyle]

Andrew

Firstly, it is still not connected but I have now realised that the other Iphone (my wifes) in the house is also not connected so swapping the sim to hers may not work.  My daughters Blackberry is connected to the 3G signal as was my old handset and my daughters old blackberry handset. 

I have been having other connectivity issues with the Iphone too so maybe its my handset. Iw as in Exter yesterday in a 3G area and couldnt coneect from time to time.Admitedly it was in weak signal areas (See pictures)

[Retired-Andy]

Hi jimpyle,

Thanks for getting back to me, there’s always a possibility it could be your phone. There are a couple of things that I can suggest to try next. Do you have a friend, with an iPhone, who’s on Vodafone so you can add their number to your Sure Signal and see if they are able to connect? If so, it may indicate a phone related issue rather than the Sure Signal.

The other option, if you can, is to do a full factory reset of your phone (remembering to backup your data to iTunes/iCloud) and then seeing if the phone can connect to the Sure Signal.

Let me know how you go on.

Thanks

Andrew

[jimpyle]

Hi Team

I am a business customer so managed to get through to SS support today to try again and get the 2 Iphone 4 handsets to work in the premises. Yet another reset undertaken by Vodafone and facorty reset my end coupled with a Reset Network Settings on the phones too. No sucess.  I have also followed the instructions above and tried to connect a neighbours iphone but that  hasnt worked either.  I have also performed a full reset of my iphone (again). 

I read somewhere on this forum that I should deregister the Sure Signal and register it again which might get it to recognise the SIM?  I have previously changed ownership twice now but this hasn't worked either.   As a business user I cannot use the phone in my office and have to conduct calls in other areas of the property.

PS the sure signal still works fine with my former blackberry registered now to my daughter.

Please help?  I think we have exhausted most things and the numerous resets have not yet worked

Yours in desperation...!