Sure Signal 2 not giving phone signal

[RoySureSignal]

Hi,

I recently got a new phone (sony xperia) which uses the same sim as my old phone. I searched on the forum what to do if no signal on the new phone which resutled in me deregistering my SS2 and re-registering 24 hours later. Since this I have only 1 bar signal and my wife has intermitent signal (iphone). The power light (red strip) and first light are on steady as though everything normal but no signal. Can you help?

Speed test:

Ping - 49 ms

Download - 6.81Mbps

Upload - 0.83 Mbps

IP address: 87.114.160.150

Traceroute:

traceroute 212.183.133.177

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  dsldevice (192.168.1.254)  4.627 ms  2.308 ms  1.845 ms

 2  410.xe-2-2-0.central10.psb-bng03.plus.net (84.93.253.112)  47.751 ms  49.444 ms  49.278 ms

 3  411.be7.psb-ir01.plus.net (84.93.253.115)  48.568 ms

    411.be7.psb-ir02.plus.net (84.93.253.119)  48.787 ms  48.932 ms

 4  195.99.125.138 (195.99.125.138)  49.267 ms  49.735 ms

    195.99.125.134 (195.99.125.134)  49.088 ms

 5  host213-121-193-203.ukcore.bt.net (213.121.193.203)  48.743 ms  50.308 ms  51.788 ms

 6  t2c3-et-3-1-0-0.uk-lon1.eu.bt.net (166.49.211.236)  118.483 ms

    t2c3-et-8-1-0-0.uk-lon1.eu.bt.net (166.49.211.240)  48.515 ms  48.621 ms

 7  166-49-211-254.eu.bt.net (166.49.211.254)  48.814 ms  49.071 ms  55.101 ms

 8  * * *

Look forward to your response!

Thanks,

Roy Bichan

[Colleen]

@RoySureSignal Great choice of phone 👍 How are you finding it? 

I'm sorry to hear you're having problems with your Sure Signal. It looks like your upload speeds are a little lower than the required 1Mbps. You can find more information on this on our Sure Signal page under 'What do I need?'. 

Please contact your Internet Service Provider (ISP) who'll be happy to look into why this may be. Once this is sorted, you should notice your phone and Sure Signal working perfectly. 

If there's anything else we can do though, please return to this thread and we'll be happy to help 😊

[RoySureSignal]

Hi, thanks for your response.

My upload speed is always in and around this value and this has never been an issue in all the years I've had the sure signal. Are you sure this is the route cause of the issue I have described with my Sure Signal?

My ISP won't be able to improve on this.

I look forward to your next response.

Regards,
Roy

[DavidTD6]

I found that since upgrading my phone, quite often the handset will lock onto a 4G signal from a nearby mast rather than the sure signal box.

My understanding is that all mobile phones look for a 4G signal first then 3G then 2G and so on.

Depending on signal strength of course, but quite often than not, as soon as I change the network settings on my handset to 3G/2G only the phone immediately connects to the home signal box and obviously ignores the 4G signal from the mast. You could try that and see if it makes a difference, it certainly does for me.

Obviously it's a bit annoying as if you want 4G when leaving the house, you need to switch your phone network mode back to 4G/3G/2G auto connect.

[RoySureSignal]

My mobile data is turned off.

Is there something else going on that is restricting the full signal??

Regards,
Roy

[DavidTD6]

Even if your mobile data is OFF your phone will still connect to a nearby 4G mast if it can get a signal - I've just tried it. Mobile signal only 3 bars when auto connect 4G/3G/2G is enabled and phone is connected to a 4G mast even though data is OFFChanging the network type to 3G/2G only and the phone connects to my home signal box with full reception. Signal box flashes to indicate phone is registering on it.

[RoySureSignal]

Hi, thanks for the added information. I wasn't aware of thse settings. I'll give it a go and see how we get on.