Sure Signal 2 Coverage drops only when on a call???

[Prismv]

Hope someone can help.

I've had the VSS running perfectly for the last year, all of sudden now whenever I make or recieve a call the coverage drops from Full 3G to GSM or EDGE and no-one can hear me.

As soon as the call ends the signal goes back to full 3G.

This is happening on 2 blackberrys and 1 Iphone.

I've reset all the phones and I've reset the VSS device.

Can someone please advise it sounds like there is a fault with the box or there is an issue at Vodafones end.

Thanks

[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

[Gtickets]

Info below, (had to make another account as it wouldn't recongise my orginal one) in addition to this sometimes the person on the end of the line can't here me, I can hear them but I have to cancel the call and ring back.

Your speed test results from here.

Download 26MB Upload 7MB

Your ping test results from here.

Ping 36ms

Jitter 1 ms

Your external IP address from .230.115.241

The results of a traceroute.

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

over a maximum of 30 hops:

  1     1 ms     1 ms     *     SkyRouter.Home [192.168.0.1]

  2     *        *        *     Request timed out.

  3    20 ms    18 ms    18 ms  ip-84-38-37-14.easynet.co.uk [84.38.37.14]

  4    20 ms    22 ms    15 ms  027808bf.bb.sky.com [2.120.8.191]

  5    16 ms    17 ms    15 ms  bu4.gr10.telon.uk.easynet.net [89.200.135.145]

  6    27 ms    32 ms    24 ms  195.69.145.123

  7    25 ms    36 ms    33 ms  92.79.213.137

  8    42 ms    41 ms    41 ms  85.205.116.2

  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. 

Your Sure Signal serial number - 40112896804

[Retired-Andy]

Hi Gtickets,

Thanks for the information, everything looks fine with your line speed. I’m unable to check your IP address as some of it appears to be missing, can you confirm it for me please?

Apart from Hop 2, everything is ok with your traceroute. Do you have any other devices that are connected to your router? If you do, can you remove them and try the Sure Signal on its own; do things improve for you?

To make sure your Sure Signal is as up to date as possible, I’ve just forced a resync of your device.

To make sure the resync completes, can you perform a factory reset:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

Thanks

Andrew

[Gtickets]

Thanks IP address is 151.230.115.241

Have done a reboot.

the Sure Signal is fine and is always on, the issue is only present when I make a call as during the call the 3G drops otherwise it's fine and after the call 3G comes back on straight away.

Will see what happens after the resync.

[Retired-Lee]

Hi Gtickets,

How have thing been so far today?

Your IP address is on the whitelist so it's not causing the signal to drop.

Can you try the VSS on another connection such as a friend or relative's house to see if it does the same thing?

Thanks,

LeeH

[Gtickets]

Hi So far it seems ok, the resync at Voda's end may have sorted it.

I have only made a few calls over the weekend so will see what happens monday when it's busy.

[Gtickets]

Spoke too soon.

Just had a call and staightaway it dropped to Edge.

Literally as soon as the call finished it was back to 3G in a matter of seconds.

No change with nothing plugged into the router, as this is a problem that has only developed in the last 2 weeks I think it is down to the VSS.

Can I request a replacement please and I can send this unit back for testing?

[Retired-Kay]

Hi Gtickets, 

Can you try the Sure Signal on a different Internet connection as Lee mentioned above? This will help us determine where the issue lies. 

Let us know how you get on. 

Kay