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Sure Signal outbound call fail

evan1972
2: Seeker
2: Seeker

Hello

 

Looks like I'm not the only one...

 

I have had a signal booster – version 3 – which has worked perfectly for about a year. Then suddenly about a month ago I could not make outbound calls. Everything else is working perfectly. 

 

The signal booster is one of the main reasons that I'm with vodafone!

 

I've reset the unit a couple of times, as per the instructions on this forum but it doesn't fix it. Please advise. 

 

Thanks

Evan

10 REPLIES 10

Retired-Matt_B
Moderator (Retired)
Moderator (Retired)

Hi @evan1972,

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below 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 B

Hi Matt,

 

I haven't been working from home much so this hasn't been an issue. I'm back here now though and it's causing me all sorts of problems. Here's the info you asked for:

 

Ping: 34 ms

 

Download: 11.78 Mb

 

Upload: 0.56 Mb

 

IP address: 217.13.130.199

 

Serial number: 40131131985 (there is also another reference which is B046FC99F8DA)

 

Traceroute:

 

Traceroute has started…

 

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets

1 home.gateway.home.gateway (192.168.1.254) 2.358 ms 1.444 ms 5.899 ms

2 cust5.spitfireuk.net (83.218.143.201) 45.885 ms 33.039 ms 20.135 ms

3 sw7-vlan777.spitfireuk.net (83.218.143.131) 16.921 ms 17.102 ms 18.550 ms

4 te2-2.core1.spitfireuk.net (83.218.143.189) 27.432 ms 19.609 ms 27.303 ms

5 te0-1-0.transit2.spitfireuk.net (83.218.143.149) 20.740 ms 27.961 ms 20.103 ms

6 te0-0-0-15.rcr21.b015534-1.lon01.atlas.cogentco.com (149.6.147.65) 17.462 ms 29.462 ms 26.761 ms

7 be2338.ccr21.lon01.atlas.cogentco.com (130.117.1.13) 21.102 ms 27.090 ms 21.886 ms

8 195.2.22.21 (195.2.22.21) 29.862 ms 25.280 ms 23.204 ms

9 * * *

10 *

 

Kind regards,

Evan

DaveCD
Moderator (Retired)
Moderator (Retired)

@evan1972 

 

Everything posted appears fine, however I notice that the Sure Signal is still not connecting.

 

Please advise what lights you're seeing as this will often pinpoint the fault.

 

Try using a different Ethernet cable, this may be the cause for it not connecting.

 

DaveCD

Thanks for replying so quickly Dave. 

 

Please note that I'd switched the sure signal off as it seemed to be preventing me from making outbound calls from my mobile, even when I had turned off the wifi on my mobile. I can't understand how that was happening... very annoying.

 

Could you please try to see whether the sure signal is connecting now?

 

I managed to make a outbound call but this has also happened a few times in the past. It will work a few times but then the "call failed" issue returns with a vengence. 

 

I've changed the ethernet cable. 

 

Re lights:

Red power light is on and constant. As is the first two white lights (globe with arrow going around it, and what looks to be a wifi symbol). 

The green light near the ethernet cable is on and contant. The yellow light next to it is on and blinking intermittantly. 

 

Thanks again,

Evan

 

Update: just tried to make an outbound call and it failed. Back to square one...

 

Evan

Another update: I can't make calls from my Vodafone mobile while the sure signal is plugged in, even with the wifi on the phone disabled. I've switched the phone on and off and the same problem occurs. 

 

I'd really appreciate if you could look into this. I'm working from home now and this is a major problem for me.

 

Thanks

Evan

Jenny
Moderator (Retired)
Moderator (Retired)

Hi @evan1972

 

I can see that your Sure Signal’s connected to our servers since your last post.

 

Is everything working ok now?

 

Thanks,

 

Jenny

Hi Jenny,

 

If the sure signal is rebooted, I'm able to make outbound calls. But as soon as I receive a call, the problem reappears. 

 

The situation is so bad now that I can't have the sure signal on at all. As I wrote in my previous post, I can't make outbound calls while the sure signal is on, even if I disable wifi on my phone. 

 

For want of completeness and in line with what looks to be hundreds of Vodafone customers experiencing this issue, I did not change anything prior to this problem occuring. Not the phone, not the router, not the ISP, not the sure signal hardware. The sure signal was working perfectly then suddenly I couldn't make outbound calls.

 

This is now a massive issue for my business. I'd appreciate if you could look into it again. 

 

Evan 

Hi @evan1972

 

So we can help further, please try the Vodafone Sure Signal in a different location and with a different internet service provider to who you’re already using, to if this connects to the network.

 

Cheers,

 

Laura