Sure Signal not working for outgoing calls

[ketanrughani]

I have been using my sure signal for many years now and been very happy with it. Over the last few days/weeks, when I make a call, my phone bleeps and cuts out. I have tried to reset the sure signal box by pressing the reset button and apply power, but it still does not work. incoming calls are O.K (last one I had).

My broadband is with Virgin media and 30MB - Upload and download speeds are fine.

[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

[ketanrughani]

Please see below:

Your speed test results from here.

Ping 20ms

Download speed 29.61Mbps

upload 0.36Mbps

Your ping test results from here.

Packet Loss 0%

Ping 25ms

Jitter 2ms

Your external IP address from here.

Your IP Address is 86.9.175.249

Your IPV6 Address is ffff:5609:aff9

The results of a traceroute.

tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177] over a maximum of 30 hops:

  1    20 ms     9 ms    17 ms  10.141.104.1  

2    19 ms    17 ms    11 ms  leic-core-2a-ae7-2854.network.virginmedia.net [8 2.3.33.57]  

3    17 ms    14 ms    14 ms  leed-bb-1c-ae5-0.network.virginmedia.net [62.253 .174.113]  

4    21 ms    20 ms    22 ms  62.252.224.238  

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.

Your Sure Signal serial number: 21225096136

[ketanrughani]

Any update on this please ?

[DaveCD]

Hi ketanrughani

The traceroute shows that it's not reaching our servers.

The IP address is on our whitelist and your speeds are great.

Please ensure the following ports are open on your router:

Ports to be opened for forwarding

• 8 (TCP & UDP)
• 50 (TCP & UDP)
• 53  (TCP & UDP)
• 67 (UDP)
• 68 (UDP) 
• 123 (UDP)
• 500 (UDP)
• 1723 (TCP & UDP)
• 4500 (UDP)
• 33434 - 33445 (UDP)

IP addresses to be allowed on the router & firewall

• 212.183.133.177-179
• 212.183.133.181-182
• 212.183.131.128-191

I can see it's registered successfully, so once the above steps have been followed please perform a reset:

• Unplug the ethernet cable from the Sure Signal
• 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
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

If you're still experiencing the issue, please deregister and reregister your Sure Signal.

DaveCD

[ketanrughani · Accepted solution]

OK - Thanks.

I'll give that a go tonight.

[ketanrughani]

Ok thanks

Appears to work now. The trace is still the same.

:manhappy: