Sure Signal - Call Audio Quality Issues

[Retired-George]

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.

Troubleshooting:

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:

Sure Signal version 1

• Connect device to internet and power supply

• Press and hold down the reset button (located near the internet port) until end of the process which will be indicated

• Remove the power cable at back of the unit and wait for five seconds

• Reconnect the power cable back to device

• Wait for the LED sequence to flash from top to bottom and back to top

• Wait for five seconds

• Release the reset button

• Within 10 minutes, all the 4 LEDs will start to flash in sequence – 1^st & 3^rd then 2^nd & 4^th then 1^st & 3^rd – with the sequence repeated. This sequence indicates the start of the factory reset procedure.

Sure Signal version 2

• • Connect device to internet and power supply
  • Press and hold down reset button – located near the internet port
  • Wait for all the LED (power + 2 white LED) to light up for few seconds (power LED will always remain lit)
  • Wait for five seconds
  • Release the reset button
    
    
  • Within 10 minutes, 2 white LEDs will start flashing continuously – power LED will always remain constant in addition (unless there is an issue with local connectivity)

Sure Signal version 3

• • Connect device to internet and power supply
  • Press and hold down reset button – located near the internet port
  • Wait for 20 seconds
  • Release the reset button
    
    
  • All the LEDs will temporarily switch off for about 10 seconds. The power LED will then light up and remain constant whilst white internet LED flashes continuously.

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.

Thanks,

Jenny

[ahxcjb]

Ignore the comment about IP address being posted. It's a naive view that somehow there's security through obscurity.

And, no, resetting your VSS will achieve nothing. It's a traffic management issue Virgin's end. Vodafone need to formally raise it with virgin to get fixed.

Come 10-11pmpm, the VSS call quality will be perfect again.

[mowax]

ah thanks for that.....dam it. 

So when did this start with Virgin then? I've never been really using the phone that much for the past few days here at home so I've only noticed the really poor qaulity of calls over the last 48 hours.

Thanks

[ahxcjb]

This I can't answer I'm afraid, as I've just brought my VSS online with Virgin. My friend up the road has had one and said the issue has started in the last week.

There's nothing we can do, other than ensure vodafone know how much it's affecting us from the hours of ~19:00-23:00 so they can beat Virgin up on our behalf to get this fixed.

[mowax]

man, that sucks if you've just got one.

The whole reason why I moved my 7 year contract from "3" to vodafone was to get a VSS, it worked great and was over the moon with the quality after being in a black spot all the time. 

I feel for ya man, if you've just got one and have these issues. 

Thanks for the heads up, saved me trawling through my QAS and all that on the router. 

Be good to hear from a rep then and see what's happening with it. 

[ahxcjb]

Hey, it's ok, Vodafone gave it to me for free. My reception is fairly good here, so no worries making calls. I feel for those - like my parents - who are in the sticks who rely entirely on the VSS for reception. Thankfully they're on another ISP and its working perfectly.

[ahxcjb]

And nearly bang on 22:30, call quality is perfect once more for me. Can others confirm their call quality is back to normal on virginmedia?

[leetay2]

Yeah Just checked and mine is fine now!!

[ahxcjb]

This is 100% a virgin media traffic management issue. Over to Vodafone to liase and get this resolved

[mowax]

yip mine is back to 100% call qaulity now. 

[mowax]

...oh and I rely heavly on it as without then it's a no-go using my phone for calls. :smileymad: