new sure signal works with iPhone5 but not 4S?

[burnsy210]

Hi - directed here by the lovely Phil on twitter. So we've just moved house to a poor reception area & have two handsets... iPhone 5 works beautifully on SS but 4S reception gets worse / no signal when added to the user list. Have been all through the self-helps & resets to no avail - is there anything that can be done from the vf end?

S/n is 40130448943 / alcatel 9361.

Many thanks...

[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

[burnsy210]

Thanks Matt. Troubleshooting thread no use - as mentioned, one of our family's vodafone handsets works just fine with the SS (the iPh5).

Speed test: http://www.speedtest.net/result/2583457029.png
Ping test: http://www.pingtest.net/result/78592054.png

IP: 82.31.162.126

traceroute:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
 1  cpc17-farn7-2-0-gw.6-2.cable.virginmedia.com (82.31.162.1)  17.546 ms  12.767 ms  66.347 ms
 2  glfd-core-2b-ae3-4034.network.virginmedia.net (80.4.31.217)  9.806 ms  11.535 ms  22.858 ms
 3  glfd-bb-1b-ae6-0.network.virginmedia.net (213.105.159.245)  14.223 ms  10.873 ms  11.562 ms
 4  glfd-bb-1a-ae0-0.network.virginmedia.net (213.105.172.5)  10.422 ms  11.475 ms  13.794 ms
 5  nrth-bb-1b-ae4-0.network.virginmedia.net (212.43.163.178)  12.776 ms  23.667 ms  12.858 ms
 6  tele-ic-4-ae0-0.network.virginmedia.net (62.253.174.18)  16.650 ms  15.434 ms  15.902 ms
 7  ldngw1.arcor-ip.net (195.66.224.209)  17.661 ms  19.579 ms  15.453 ms
 8  85.205.116.10 (85.205.116.10)  17.841 ms  18.154 ms  16.215 ms
 9  * * *
10  * * *
11  * * *
12  * * *
13  * * *
14  * * *
15  * * *
16  * *^Z
[2]+  Stopped                 traceroute 212.183.133.177

S/N: 40130448943

Confirmed at same time as tracert that the iPhone 5 works normally - "in use" lights up when making call etc. The iPhone 4 reception displayed is OK (but no 3G) as long as it's *not* activated in the SureSignal, but as soon as it's put on the list of SureSignal devices its reception drops to zero. Very strange! Any help appreciated.

[Retired-Simon]

Hi burnsy210

Thanks for your post. Your traceroute, speed and ping tests look fine and the IP is whitelisted.

In this situation I would recommend de-registering the number that's not connecting from the Sure Signal via the dashboard on My Vodafone.

If you wait 24 hours and then re-register the number it should then connect. This is something that is known to happen after a SIM swap. If you try that and let us know how you get on.

Thanks

Simon

[burnsy210]

Thanks Simon, but alas, no. Tried to re-register the phone again late last night via the dashboard (>24hrs since de-registering it) and this morning there's still no signal / connectivity. iPhone 5 continues to work perfectly with it. Am getting my hands on an S3 at the weekend so will try a SIM swap to see if it's a device-specific problem but any other ideas you have would be very welcome.

Cheers

burnsy210*

[Retired-Andy]

Hi burnsy210,

Your Sure Signal connected to our servers yesterday at 21:30 and to make sure it’s up-to-date; I’ve just resynced it for you. 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 and whether the iPhone 4S can pick up a signal.

Thanks

Andrew

[burnsy210]

Thanks Andrew.

Tried same SIM in Galaxy S3 and still doesn't work. Conversely, a red voda sim (from the Galaxy) in my iPh4 works fine. Is it because it is white? Aye.

All the best

burnsy210

[Retired-Andy]

Hi burnsy210,

Thanks for the information. If your SIM doesn’t work in a different phone, but the other phones SIM does, then it’s reasonable to presume the SIM may be the cause.

I’d recommend you popping to a Vodafone store to see if the white SIM can be exchanged for a red one and then seeing if this resolves your issue. A SIM swap may need a resync of your Sure Signal, so let us know when you’ve done it.

Thanks

Andrew

[burnsy210]

Thanks Andrew, good plan. Will report back.

[burnsy210 · Accepted solution]

Hey Andrew/team

Thanks for the suggestion. Red SIM works perfectly, so all is now resolved. Thanks for your perseverance.

All the best

burnsy210