06-10-2010 05:09 PM - last edited on 06-05-2013 04:44 PM by Jenny
This issue has the following symptoms:
- Poor audio quality on both outbound and inbound calls
- Particularly affects customers using a Virgin Media cable connection
If you’re only experiencing poor audio quality one-way (for example, the call sounds fine to you, but the person you are calling reports poor quality), then this is most likely due to insufficient bandwidth on your broadband connection and is not an issue with your Sure Signal.
If the person you are calling can’t hear you, this is usually caused by low upload speeds.
If you can't hear the person you've called, this is due to low download speeds.
Check if your broadband connection meets the minimum requirements.
Please run the broadband speed checker.
If your connection fails any part of the test, this indicates an issue with your Internet Service Provider and you’ll need to contact them to discuss this further.
Your connection speed will vary throughout the day, so we recommend running it at various times to get an accurate reading.
Check for planned maintenance.
Planned maintenance can cause periods of downtime, so check the forum for any planned maintenance. If there is, this will be announced at the top of the Sure Signal forum.
Reset your Sure Signal:
For versions 1 and 2:
-Hold in the reset button until all lights go solid
-Pull the power lead out with the reset button still pushed in
-Continue to hold down the reset button and reconnect the power lead
-Wait for all lights to come on and then release the reset button
For version 3:
-Locate the button on the base of the box next to the Ethernet ports.
-Press and hold the button for approximately 30 seconds.
-Once the lights come back on, release the button.
The Sure Signal will be back online in around 1 hour.
Move Your Sure Signal Away from the Router
Sometimes the Wi-Fi signal from the router can interfere with the 3G signal from the Sure Signal and this could result in poor audio quality.
In order to prevent this from happening, please ensure that your Sure Signal is moved away from the router as far as the cable will allow.
If you’re still experiencing poor audio quality, post in this thread and we can look into it further.
Solved! See solution
20-05-2011 12:13 PM
16-12-2011 08:58 PM
Here’s what I did to fix this. I have a Linksys router, and in the menu pages, accessed through my internet browser, I found the QofS (Quality of Service) settings ... in my case it was under the “Applications and Gaming” tab.
After enabling the QofS , I found two sections entitled “Device Priority” and “Ethernet Port Priority”.
The first let me prioritise traffic to two nominated devices (eg. a mobile phone ) over and above any other traffic on the router. Here I needed to enter the MAC addresses of the two phones I picked.
The second let me prioritise traffic through one particular port on the back of the router, again over and above any other traffic on the router. Here, I picked the Port number into which the Ethernet cable from the Sure Signal was plugged.
After saving the settings, I checked the quality of the calls and they were noticeably better.
28-04-2012 05:00 PM
when making calls or receiving calls using sure signal, the call keeps breaking up, this only happens when using sure signal. i have had sure signal for a while and this has only started to happen, the signal on the phone is full & am receiving 3g. i have tried reseting sure signal & also re-registering it with no joy. is there a fault with the sure signal??
20-05-2012 08:36 PM - edited 20-05-2012 08:38 PM
22-05-2012 06:41 PM
There are no specific issues with this combination other than a specific additional port to set up. Can you check the below items for me?
Manually configure your Router to allow port-forwarding.
In most cases, routers support a system called "Universal Plug-n-Play" or UPnP, which will setup port-forwarding for you automatically. If you have a complicated network setup, or a complex router, you may be required to enter these settings in manually.
The following details list the IP addresses and Port Numbers that need to be forwarded to your Sure Signal's internal IP address. For detailed instructions on how to do this, we recommend either contacting your ISP or Router Manufacturer, or referring to the Default Guide for your particular make and model, over at http://portforward.com
Destination IP Addresses:
Ports and Protocols:
Port 50 - TCP/IP
Port 4500 - UDP
Port 500 - UDP
Port 123 - UDP
Port 8 - TCP/IP
Port 1723 (BT Customers only) - TCP/UDP
Please note that in the above list of IP addresses, the notation "22.214.171.124/26" means the complete range of IP addresses between 126.96.36.199 and 188.8.131.52
Your Router will also need to be able to assign the Sure Signal with a DNS Server address via DHCP.
Check your MTU settings
Log into your admin page for your router
Find the location of the MTU field. This varies depending on the make and model of router so you’ll need to hunt around for it.
Change the value of the MTU size to 1500, which ensures that data packets aren't lost if the Sure Signal will only handle a smaller size. If this is too high for the router, set this to the highest available level and let us know.
Log out of the router, this will usually result in a reboot.
- Perform hard rest of the VSS unit by
- Hold in the reset button until all the light go solid
- Pull the power lead out with the reset button still pushed in
- Continue to hold down the reset button and reconnect the power lead
- Wait for all of the lights to come on the release the reset button
The VSS will now try to contact the network and download its profile. This may take anything up to 6 hours.
If these do not resolve things, please post the serial number of your Sure Signal for me so we can take a closer look.
30-05-2012 09:51 PM - last edited on 30-05-2012 09:52 PM by Matt
I've had nothing but problems with my Sure Signal since i got BT Inifinity. I've ready mixed messages with some people saying Sure SIgnal doesn't work with BT Infinity and others saying it does.
My Sure Signal has two white lights on it. The left one was steady switched on, and the right one switched on and steady when i made a call. The problem was that I got very poor audio quality on every incoming and outgoing call; every other word was crackled and calls were regularly dropped.
Before moving to BT Infinity everything worked fine. I've moved the box away from the home hub, but it made no difference.
I tried to reset the sure signal by holding down the reset button at the back. The sure signal seemed to reboot itself, but then the left white light flashed constantly for about 10 minutes. I tried unplugging the power and plugged it back in, same thing.
I tried to use my phone, I'm not getting 5 bars of 3g reception so it's not connecting to the sure signal. While making the call, the left white light stopped flashing. For about 5 minutes after ending the call, both of the white lights flash constantly. After that, it goes back to being the left light only to be flashing.
My sure signal serial number is 40114606847.
I've got a great upload and download speed, ping tests come back fine too.
Any help would be greatly appreciated.
30-05-2012 09:57 PM
I have a Sure Signal and BT Infinity with the SS box right next to the BT Home Hub and white infinity box. I can assure you that the SS works perfectly with BT Infinity but it does need to be set up properly and the right ports opened.
30-05-2012 10:41 PM
Mine just started working. I didn't open any of the ports or anything, no changes made since my last post. I'm not sure if it just took a while to reconfigure itself after the reset, but about 45 mins after the reset i got a text messaging from Voda saying my sure signal has changed location and to update the post code (the box didn't move anywhere and the post code is still saved in the sure signal settings in my online account).
Fingers crossed it remains working and stable.
31-05-2012 08:45 AM
31-05-2012 06:57 PM
Do you know what the minimum upload speed is for sure signal to work ok. I can hear ok, however the person I am calling is having difficulty hearing me? I use Virgin media super hub, with an upload speed of 1.9mbs and download speed of 30mbs
01-06-2012 09:39 AM
Hi there everyone,
If you're still experiencing issues with call quality, please can you post the results of a speedtest along with your ISP and VSS serial number so I can raise this?
- Download speed
- Upload speed
05-06-2012 08:36 AM
I cannot use my iPhone to call my customers, as they can't hear me, and I can't hear them. I laso have a Blackberry Storm, which works perfectly (if I force it to 3G). My daughter also has an iPhone4, nad she has exactly the same problems.
Suresignal SN: 21196783068
I have been through all of the troubleshooting tips, several times, to no avail.
18-06-2012 12:00 AM
i have a sure signal box and virgin internet connection, which has high speed tests. My iphone 3GS shows full bars signal but people i call or who call me complain of a bad reception and can't hear me properly - i can hear them. I have tried resetting the box but its still the same problem.
What can i do to fix this?
Thank you, emma.
20-06-2012 05:12 PM
Hi there Emmac77,
Thanks for your post.
I've sent you a PM which can be accessed here. If you could follow the instructions in the PM and send us your details one of the team will be with you as soon as they can.
10-07-2012 05:55 PM
We had the old version sure signal last year at our house, which seemed to work fine, we then moved the box to a temporary place of residence for 8 months. We are now back at home, and since then we have had awful, or no reception via the sure signal
Reception is so bad that we cannot hear people at all clearly, and they cannot hear us either. I am now also intermittently getting call-failed messages when trying to ring out.
Both my husbands HTC Mozart and my iphone 4 are affected
Lights 1,2 and 4 are constant, and light 3 generally is not lit at all, but can sporadically flicker
I have checked the postcode has been changed back to our home location, have deleted and re-registered the sure signal and rebooted several times and moved the device as far away from the router as the cables allow
Is the box faulty? The serial number is 21231786078
12-07-2012 08:29 AM
Thanks for your post here.
When it comes to poor audio quality on the Sure Signal it can sometimes be down to a faulty Sure Signal box or poor broadband speeds.
I have looked at the serial number that you have provided and it is showing as not recognised, Please can you double check the serial number for me.
Also please can you let me know the results of a speed test so we can check this for you.
12-07-2012 01:40 PM
Serial number is 21231786076
I did 7 tests over a couple of hours
Ping varied from 12 to 42 - although I did also get one of 250
Download from 5.2 to 14.49
Upload from 1.35 to 1.94