Calls Failing

[fillari]

Been having calls failing going on for a week now. Got a new SS box, got BT tech guys checking the port forwarding on my BY Hub2 infinity, got Vodafone guys pinging the system and checking the up/down load speed all is fine and still I can not make calls, I can receive calls alright though.
The SS worked fine , left home for a month and been unable to make calls ( call failed) since I came back.
Can someone help me please. Thanks Francesco

[Myrm]

I assume the calls fail when connected to the SS only and not outside wen connected to strong cell signal?

[fillari]

Yes , no problem calling in a good signal spot, I just can not make call from home where I do not have signal and therefore the SS

[Retired-Lee]

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

LeeH

[fillari]

Lee,

sorry just found out that my tracert in my previous reply to you is not "easy" to read thus I am trying again.

While on line I want to make sure you know that the SS has been working fine for a long time before it stop allowing me to make calls. When I try to call my home or anyother numbers the home phone rings once before I am disconnected. My cellular phone is an Iphone and the router I am using is a BT Infinity 2.

Naturally it goes without saying it that I can not be without cellular for too long and even though it is going to be painful to change my Vodafone number if this issue is not solved in a reasonable time (I haven't been able to make calls for 10 days now) I will have to bite the bullet and chamge supplier, I am sure you understand that.

Ciao and thanks

Francesco

Down load speed 37.43 mb, up load speed 9.13

Line quality "A", ping 23ms, jitter 1 ms,packet loss 0%

IP Address 86.152.50.148

SS Serial number 40112886649

C:\Users\Francesco> tracert 218.183.133.177

Tracing route to softbank218183133177.bbtec.net [218.183.133.177]

over a maximum of 30 hops:

  1   125 ms     1 ms     1 ms  BTHomeHub.home [192.168.1.254]

  2     6 ms     5 ms     5 ms  217.32.145.5

  3     6 ms     6 ms     6 ms  217.32.145.46

  4    13 ms    12 ms    12 ms  213.120.181.66

  5    12 ms    11 ms    11 ms  217.41.169.217

  6    11 ms    10 ms    10 ms  217.41.169.109

  7    18 ms    11 ms    10 ms  109.159.251.193

  8    18 ms    20 ms    26 ms  core2-te-0-4-0-16.ealing.ukcore.bt.net [109.159.

251.59]

  9    19 ms    19 ms    16 ms  host213-121-193-148.ukcore.bt.net [213.121.193.1

48]

 10    30 ms    24 ms    24 ms  40gigabitethernet1-1.core1.lon1.he.net [195.66.2

24.21]

 11    88 ms    92 ms    99 ms  10gigabitethernet10-4.core1.nyc4.he.net [72.52.9

2.241]

 12   102 ms   102 ms   102 ms  100gigabitethernet7-2.core1.chi1.he.net [184.105

.223.161]

 13   168 ms   156 ms   167 ms  10gigabitethernet11-4.core1.pao1.he.net [184.105

.222.173]

 14   271 ms   272 ms   268 ms  softbanktelecom.10gigabitethernet2-2.core1.pao1.

he.net [216.218.244.234]

 15   276 ms   273 ms   273 ms  143.90.33.177

 16   273 ms   273 ms   272 ms  TYOac-01Te0-0-0-0.nw.odn.ad.jp [143.90.163.209]

 17   286 ms   287 ms   287 ms  TYOrs-02Te0-0-0-6.nw.odn.ad.jp [143.90.231.30]

 18   283 ms   287 ms   287 ms  234.143090157.odn.ne.jp [143.90.157.234]

 19     *        *        *     Request timed out.

 20     *        *        *     Request timed out.

 21     *        *        *     Request timed out.

 22     *        *        *     Request timed out.

 23   289 ms   289 ms   289 ms  softbank218183133177.bbtec.net [218.183.133.177]

Trace complete.

C:\Users\Francesco>

[Myrm]

Judging by other threads it seems there are proplems between the SS and the BT Infinity service. 

[fillari]

Yep it seems so but I thought that should have been made clear to all customers before they buy the SS and not just advertising that what you need is an Internet connection fast enough, full stop. Anyway just hope to be wrong because if the infinity hub and SS are not working together then I have been sold a "lemon" and I do not like it. We'll let everybody know how this story will end up.......I hope soon.

[Retired-Andy]

Hi fillari,

Thanks for the information you’ve provided.

I can see your Sure Signal connected to our servers last night, are you still unable to make calls?

I was concerned with the results on your traceroute; a Sure Signal needs a maximum ping of 200ms to maintain a connection with our servers.

I then noticed that there’s a digit wrong when you generated the traceroute.

Can you re-run it please but type tracert 212.183.133.177 and then post your results?

Thanks,

Andrew

[fillari]

Andrew,

just tried to call my land line home number and again after the first ring the call drops ( call failed message on my Iphone).

I have run again the tracert as per yours instruction, see below.

Thanks again for helping me on this matter.

Ciao

Francesco

Microsoft Windows [Version 6.1.7601]

Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Francesco>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1   115 ms     1 ms     1 ms  BTHomeHub.home [192.168.1.254]

  2     6 ms     5 ms     6 ms  217.32.145.5

  3     6 ms     6 ms     6 ms  217.32.145.30

  4    12 ms    11 ms    12 ms  213.120.181.66

  5    12 ms    11 ms    11 ms  217.41.169.217

  6    10 ms    11 ms    10 ms  217.41.169.109

  7    11 ms    10 ms    11 ms  109.159.251.229

  8    25 ms    21 ms    22 ms  core1-te0-2-2-0.ilford.ukcore.bt.net [109.159.25

1.145]

  9    19 ms    19 ms    17 ms  peer1-xe11-0-0.telehouse.ukcore.bt.net [109.159.

254.124]

 10    25 ms    23 ms    23 ms  lndgw2.arcor-ip.net [195.66.224.124]

 11    18 ms    19 ms    17 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\Francesco>

[Retired-James]

Hi fillari,

Thanks for getting back to us.

The new traceroute looks fine and I can see that the Sure Signal connected to the server again last night at 19:30.

Is this now working again properly this morning?

If not, it is possible that you are being affected by this issue that were investigating with BT directly.

James