Sure Signal Disconnects Dropping Calls

[Jonhagger]

I have a sure signal v2 and until recently it was working fine but over the last feww weeks it keeps dropping calls. I have re-booted and re-started the device on numerous occasions but still happening. My Samsung s3 works perfectly well when connected to the normal network.

[Retired-James]

Hi Jonhagger,

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

James

[Jonhagger]

Hi James

As requested I tried the Sure Signal Troubleshhoting in the past and its made no difference.

Speed test download: 36.39 Mps Upload 1.69 Mps

Ping time 18msecs

IP Address: 86.140.77.170

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms BThomehub.home [192.168.1.254]
2 8 ms 7 ms 7 ms 217.32.144.164
3 8 ms 8 ms 8 ms 217.32.144.190
4 10 ms 10 ms 10 ms 213.120.181.206
5 10 ms 10 ms 9 ms 217.41.169.195
6 10 ms 9 ms 11 ms 217.41.169.109
7 9 ms 10 ms 9 ms acc2-10GigE-11-3-0.sf.21cn-ipp.bt.net [109.159.2
51.227]
8 16 ms 26 ms 23 ms core2-te0-13-0-2.ealing.ukcore.bt.net [109.159.2
51.139]
9 21 ms 22 ms 18 ms peer1-xe3-2-1.telehouse.ukcore.bt.net [109.159.2
54.209]
10 20 ms 19 ms 19 ms lndgw2.arcor-ip.net [195.66.224.124]
11 22 ms 21 ms 20 ms 85.205.116.2
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

C:\Users\Jon>

[Ben_H]

Hi Jonhagger,

Thanks for providing some of the details. Your IP address and traceroute are fine. Can I grab your Sure Signal Serial Number too as James asked so I can check it remotely from here?

Cheers, Ben

[Jonhagger]

Hi Guys

The serial number is: 40123251759

Please help otherwise its going in the bin

[Sukhi]

Hi Jonhagger

Thanks for that! As it’s been a couple of days since the Sure Signal last made contact with our servers I've given is a re-sync can you perform a factory rest and let me know how you get on?

VSS Factory Reset

* Hold the reset button till all the lights come on or flash (about 30 seconds)
* Keeping the rest button held, remove and re-insert the power lead
* Once all the lights come on or flash, release the reset button
* The VSS should come online within the hour

Sukhi

[Jonhagger]

Completed the factory reset this morning and tried a couple of calls one which did still drop out

[Retired-Kay]

Hi Jonhagger, 

I've checked from our side and the Sure Signal has updated. Is it still frequently dropping calls? 

If it is we will need to determine if the issue is with the Sure Signal or with your Internet connection/router. If you can try it at a friend or family members house to see if the issue is replicated this would give us that answer. 

Let us know how you get on. 

Kay

[Jonhagger]

Hi Kay

Will try it over the next couple of days and let you know how things progress

[Jonhagger]

Hi All

Checked the Sure Signal using a neighbours broaband and it still has the same issue. I have also noticed that the signal strength reading on my phone drops dramatically when moving away from the VSS.

It drops by about 30% when only 5 mtrs away with no obstacles in between. When moving back towards the VSS the signal takes an age in crease back to maximum.