sure signal users cant connect

[johnpdavidson]

hi there

we purchased a sure signal a few days ago.

had a number of problems getting it connected to the internet due to the lack of information regarding opening ports etc.

anyway, that is now done. i get 3 lights displayed solid. however the active user light never comes on and phones dont connect.

i have my number as administrator and another user added. we have both received texts saying we're registered but neither of us have connected after 48 hours. i've rebooted both the phones and the sure signal but neither are still connecting.

any ideas please.

[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

[Retired-Andy]

Hi johnpdavidson,

The lights that you’re seeing indicate that the Sure Signal is ready to take calls. Have you now successfully been able to use the Sure Signal for calls? If not, can you post the information asked for by Matt and we’ll be able to assist further.

Thanks

Andrew

[dvsgra007]

A few months ago I received a sure signal box.  I set it up and registered my number as the only user.  It took about 24 hours to get itself up and running - and then everything worked nicely.

A few days ago I noticed that my phone (i.e. the only user registered) would not connect to the sure signal.  The 3 left hand most lights (i.e power, internet and service lights) were all on - showing everything else was working fine - but - I could not connect even when standing right next to the sure signal box.

I logged into my online Vodafone account and went to manage users on the sure signal tab.  I noticed that there were no users listed (which was odd).  I therefore tried to add myself as a user again - but recieved an error saying that this user had already been added (even though it does not come up in the list).

I therefore contacted support - they confirmed that my number was registered - did not know why it was not coming up in the list - but suggest they would fully reset my account at their end - and that this could take up to 24 hours to filter through.

24 hours later - still nothing.  Recontacted support - they confirmed they had done a reset.  They asked me to undertake a reset my side - which although I had done a few times before - I agreed to do again.  Did this - still could not connect.  So recontacted support.  They then suggested I must have a faulty sure signal box - so arranged for it to be replaced.  This has now happened.  I have deregistered the old sure signal box and registered the new one.  I tried to add users (you would think you would have to add a user to the new box?) - but got the same error as before - that this user (i.e. me) was already registered (no idea how???).  I have waited the 24 hours for the sure signal box to settle - and tried to make a call.  Unfortunately the problem persists.  i.e. all 3 left hand lights are on - but - my phone (whose number is apparently registered) - will not connect.  To be on the safe side - I have restarted my phone - and reset the sure signal box - but - still the same problem... Please please - how do we get to the bottom of this one... 

Many thanks

Graham

[dvsgra007]

I have been working with vodafone again this morning...  it turns out that when I went abroad the 3g was turned off - and that the sure signal box does not work without it (and which is why it stopped working recently - i.e. when i returned)...  After a frustrating few days - it works again - and I am back in contact with the world

[Retired-Wayne]

Hi dvsgra007  

You can’t register yourself as a user, as your number is the one you use when you register the Sure Signal, so it’s already registered.

I’m glad to see you’ve got things working again.

Thanks

Wayne