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Solution

Incoming Calls Not Working with Sure Signal

tay_highfield
2: Seeker
2: Seeker

I'm having trouble receiving calls with either of my Sure Signals. When any of the 2 Vodafone phones in the home are connected to any of the 2 Sure Signals, when called, although the caller can hear the ringing tone, the receiving phones do not ring and do not show a missed call. As soon as the Sure Signals are powered off and a faint mobile signal is picked up by both, normal behaviour begins. Test calls from landlines and mobiles have been made to both phones when connected to the Sure Signals, both fail to make the receiving phone respond correctly.

 

Lights on Sure SIgnal - Red Light. White Lights 1 and 2 on.

Sure Signal S/N - 40133806501 42141623076

Download Speed - 77Mbps

Upload Speed - 5.24Mbps

ISP - Virgin

Traceroute

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1    <1 ms    <1 ms    <1 ms  router.asus.com [192.168.1.1]
  2     *        *        *     Request timed out.
  3    11 ms    11 ms    14 ms  aztw-core-2b-xe-821-0.network.virginmedia.net [6
2.252.229.29]
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6     *        *        *     Request timed out.
  7     *        *        *     Request timed out.
  8    15 ms    19 ms    15 ms  brnt-ic-1-ae0-0.network.virginmedia.net [62.254.
42.198]
  9    15 ms    14 ms    17 ms  m686-mp2.cvx1-b.lis.dial.ntli.net [62.254.42.174
]
 10    15 ms    17 ms    14 ms  213.46.174.130
 11   160 ms    14 ms    15 ms  ae32-xcr1.lns.cw.net [195.2.24.126]
 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.

 

30 REPLIES 30

I'm having the exact same issues too,

 

Sure Signal V3.

 

Galaxy S7 edge.

 

Sure signal lights are normal.

 

Phone gets a signal from the Sure Signal, but it fails to receive calls and text messages. I'm worried that this is loosing me business now as customers can't get me and some just refuse to leave a voicemail message because they don't like answerphones.

 

My broadband speeds are perfect.

 

I'm at a loss.

Jenny
Moderator (Retired)
Moderator (Retired)

@tay_highfield - Let us know the serial number of the Sure Signal you’re using and we’ll check things further at this end.

If you could also provide the results of a more recent traceroute, that would be really useful too.

Calls currently working. But as others have experienced after a certain amount of time, incoming calls fail again.

 

I'm using SS serial number 40133806501.


Tracing route to 212.183.133.177 over a maximum of 30 hops

  1    <1 ms    <1 ms    <1 ms  router.asus.com [192.168.1.1]
  2     *        *        *     Request timed out.
  3     9 ms    11 ms     9 ms  aztw-core-2b-xe-821-0.network.virginmedia.net [6
2.252.229.29]
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6     *        *        *     Request timed out.
  7     *        *        *     Request timed out.
  8    16 ms    15 ms    15 ms  brnt-ic-1-ae0-0.network.virginmedia.net [62.254.
42.198]
  9    14 ms    14 ms    19 ms  m686-mp2.cvx1-b.lis.dial.ntli.net [62.254.42.174
]
 10    17 ms    14 ms    16 ms  213.46.174.130
 11    25 ms    13 ms    17 ms  ae32-xcr1.lns.cw.net [195.2.24.126]
 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.

ChazzD
Moderator (Retired)
Moderator (Retired)

@tay_highfield

I've processed a resync of your sure signal.

Please wait 6 hours then reset the device. After resetting, it may take up to one hour for the sure signal to come back online. 

Let us know how you get on. 

 

Hello, I am experriencing exactly the same issue with my Samsung Galaxy S7 Edge and Sure Signal V3. Can someone from Vodafone please help.

My iPhone on the Sure Signal works perfectly, I have de-registered the sure signal and moved to my iphone account and that makes no difference, still the Samsung does not ring when people call it, even though the device has a full signal and I can call out from it.

Please help, it is driving me crazy.

 

Scott

This seems to be an exclusive issue with Samsung phones and it's so frustrating.

 

Someone somewhere (hopefully Vodafone) should be able to figure it out, but in the meantime I can't use my Sure Signal v3. I've switched mine off and I'm just struggling with the incredibly poor Vodafone receptionin my area.

 

It's crazy, we can't get a good Vodafone signal, so we get a Sure Signal which gives us a very strong signal but we are then unable to receive calls at all.

Samsung Galaxy S7 Edge is not receiving calls when conncted to the Sure Signal v3.

 

The S7 Edge has a full signal (from the Sure Signal) and I am able to make calls without any issues.

                                                                                                      

 

Lights on Sure SIgnal - Red Light. White Lights 1 and 2 on.

 

Sure Signal S/N - 42164825962

 

Download Speed - 74.93Mbps

Upload Speed - 18.22Mbps

Ping - 19ms

IP: 90.254.111.125

ISP - Vodafone

 

Traceroute

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1    <1 ms    <1 ms    <1 ms  vodafone.connect [192.168.1.1]
  2    13 ms    13 ms    13 ms  host-212-158-250-32.dslgb.com [212.158.250.32]
  3    19 ms    19 ms    19 ms  63.130.104.194
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6     *        *        *     Request timed out.
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 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.

Not sure if this will help. If you have got the phone recently, like I did with my S6 Edge, I was having this problem all the time. The only workaround was to put it into flightmode and take it back out again. But the next day (after I had been away from home - I think), the problem re-occurred.

 

I ended up in a live chat with Vodafone (as I had a couple of billing issues as well), and they did something to my SS configuration at their end. As far as I could make out (as Vodafone bod's English wasn't great), they need to do something for a new phone, even though you have the same SIM and number - I think! 

 

Anyway, after waiting 2 hours then powering SS v2 off and back on, the problem has largely gone away. (That was about 1 - 2 months ago.) Occasionally, I notice I don't get a text coming through but generally it seems a lot more reliable for calls.

 

Hope this helps

Harry.

 

Tash
Moderator (Retired)
Moderator (Retired)

@scottg69 So we can take a closer look into this for you, please complete our Sure Signal Troubleshooting guide, then post back your results if you’re not directed to an existing thread.

@hottubrepairer I've responded to your post.


@Fenboy wrote:

Thanks Jenny. 


@Jenny wrote:

@Fenboy - I’m sorry to hear of the problems you’re having.

 

I’ve checked your serial number and this is showing as last connecting to our servers yesterday evening.

 

If you’ve got 4G turned on, this may be causing your phone to stay connected to 4G outside of the home.

 

Try turning off 4G to see if this works.

 

I’ve also resynced your Sure Signal today, just to make sure everything’s up to date.


 


OK, we are still getting problems with both our phones, texts not coming through, incoming calls not ringing out end, weird voicemail msg when trying to ring the phones etc. I need a solution to this as I work from home! Please can someone escalate this? 

 

Also, my wife's S7 should support wi-fi calling but, there is no option to enable it, is that something VF have to tweak on your side of things?

 

Cheers.