Poor Call Quality SS2 and Virgin Broadband

[darylt]

 I have a sure signal 2 and a Virgin Media Super Hub 2 and the call quality is extremely poor.

I have a full 3G signal on both my iPhone 5 and my wifes iPhone 5s however the call is intermitent whether its incoming or outgoing.  The problem is so bad that normally one end of the call just gives up or hangs up!

The two devices are as far appart as I can get them and I have reboted the Sure Signal as described in the troubleshooting thread.

My speed test was 

This is on a wireless connection and at the time that we had problems

[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

[darylt]

Hi Matt

I have tried the troubleshooting with no luck.

Speed Test

Ping Test

I tried this a few times and got varying results between 0% and 14% lost and scores between B and F

External IP

80.0.78.124

Traceroute

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

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 2  winn-core-2b-ae7-1255.network.virginmedia.net (62.253.123.189)  381.857 ms  18.399 ms  19.761 ms

 3  winn-core-2a-ae1-0.network.virginmedia.net (62.253.96.177)  13.413 ms  8.763 ms  8.867 ms

 4  brnt-bb-1c-ae2-0.network.virginmedia.net (62.253.96.169)  17.819 ms  16.595 ms  35.588 ms

 5  195.2.9.149 (195.2.9.149)  22.913 ms  29.190 ms  23.428 ms

 6  ae15-xcr1.lns.cw.net (195.2.30.114)  22.177 ms  19.389 ms  33.191 ms

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Serial Number

40113145128

[Retired-Ian_]

Hi darylt,

I've checked your IP address and it's on our whitelist.

I've pushed through a resync for you. Please follow these steps:

1. Hold down the reset button until all the lights show (about 30 seconds)
2. Keeping the reset button held down, remove then re-insert the power lead
3. Once all lights display release the reset button
4. The Sure Signal will come online in around 1 hour

Thanks,

Ian

[darylt]

Thanks Ian

I followed your instructions, although the lights went out, then all flashed on for a fraction of a second then went off.  I waited another 10 seconds but nothjing happened so I pulled out the power, then reinserted and the same flash thing happened so I let go of the reset then.

It wasnt an obvious 'all lights come on'.

I will update after I have tested it when its back online

[Retired-Ian_]

Hi darylt,

Thanks for the quick reply.

Let us know what happens when it's back online.

Thanks,

Ian

[darylt]

Hi Ian

The call quality still wasn't great, but the call didn't keep cutting out which is a bonus.

Is the quality iof my connection an issue?

I have put something on the Virgin Broadband forum, but they still haven't replied yet!

Thank you

[Retired-Matt_B]

Hi darylt,

It's likely that due to the package loss you're facing that that's interferring with the quality of the connection.

Try calling your supplier to see what they can do to improve this. It's also worth trying a different ethernet cable in the Sure Signal, this can rule out any problems with that.

Thanks,

Matt B