Sure signal drops calls

[Bengallienne]

I have a v2 sure signal, which I have had for a couple of years now. Recently it has started dropping calls shortly in to the call, regardless of whether I am making or receiving a call. The two solid white lights suddenly go out, the call drops and the the two lights flash for a short period before the first light going solid again and my phone reconnects again. I never lose signal while not on a call. I have tried a factory reset as per the troubleshooting instructions and it has not helped. I have checked my bandwidth and appear to have plenty. Can you help me resolve this problem please? It is making my phone unusable at home.

Thanks in advance

[Retired-James]

Hi Bengallienne,

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

James

[Bengallienne]

Hi James,

I have tried the options in the troubleshooting thread but they do not work unfortunately. The information you requested is as follows:

Speed Test:

Ping 40ms

Download speed 9.74Mbps

Upload Speed 0.87Mbps

Ping Test:

Packet loss: unable to test

Ping: 33ms

Jitter: 1ms

Grade: B*

External IP:

2.99.42.246

Traceroute:

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

  1    <1 ms    <1 ms    <1 ms  home.gateway.home.gateway [192.168.0.1]
  2    19 ms    19 ms    20 ms  host-2-99-32-1.as13285.net [2.99.32.1]
  3    27 ms    26 ms    26 ms  host-78-151-225-49.static.as13285.net [78.151.225.49]
  4    27 ms    26 ms    27 ms  host-78-151-225-164.static.as13285.net [78.151.225.164]
  5    32 ms    32 ms    32 ms  host-78-144-11-69.as13285.net [78.144.11.69]
  6    32 ms    32 ms    39 ms  host-78-144-10-62.as13285.net [78.144.10.62]
  7    36 ms    34 ms    36 ms  lndgw2.arcor-ip.net [195.66.224.124]
  8    34 ms    34 ms    34 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.

Sure Signal Serial Number:

40110952849

I hope that is all the information you need, and I look forward to hearing from you.

Ben

[Retired-Dave]

Hi Bengallienne,

The details you've provided all look fine.

I've tried a resync of the Sure Signal on our system to refresh the connection. Can you give it another factory reset for me and let us know if this helps?

Dave

If I've helped at all today, why not leave me a little feedback?

[Bengallienne]

Hi, unfortunately this problem is not solved. I tried two resets over the weekend and the problem still occurs. Can you let me know if there is anything else left to try please?

[Jenny]

Hi Bengallienne,

I’ve checked your serial number and this is showing as updated last night at 9.56pm.

If this is still happening, please get back to us with the following up to date info:

-Your speed test results from here.
-Your ping test results from here.
-Your external IP address from here.
-The results of a traceroute.

Please also let us know if anyone else is having the same problems when connected to the Sure Signal.

Thanks,

Jenny 

[Bengallienne]

Hi Jenny,

Unfortunately it has just happened again, so here are the pieces of information you asked for;

Speed Test:

Ping 37ms

Download speed 9.75Mbps

Upload Speed 0.86Mbps

Ping Test:

Packet loss: 6%

Ping: 38ms

Jitter: 10ms

Grade: D

External IP:

2.99.42.246

Traceroute:

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

  1    <1 ms    <1 ms    <1 ms  home.gateway.home.gateway [192.168.0.1]
  2    20 ms    18 ms    19 ms  host-2-99-32-1.as13285.net [2.99.32.1]
  3    27 ms    26 ms    27 ms  host-78-151-225-49.static.as13285.net [78.151.225.49]
  4    27 ms    26 ms    26 ms  host-78-151-225-164.static.as13285.net [78.151.225.164]
  5    41 ms    31 ms    31 ms  host-78-144-11-71.as13285.net [78.144.11.71]
  6    32 ms    31 ms    33 ms  host-78-144-10-60.as13285.net [78.144.10.60]
  7    33 ms    35 ms    36 ms  ldngw1.arcor-ip.net [195.66.224.209]
  8    33 ms    33 ms    33 ms  85.205.116.10
  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.

These tests were run immediately after dropping a call. The only one that seems to be different is the ping test, however I ran that test again immediately after the first one and got 0 packet loss, a 33ms ping and 4ms jitter, which it marked as grade A, so it may just have been an anomaly.

Any other ideas as to what we can do to fix this issue? It is making my whole family's phones virtually unusable at home at the moment.

Thanks for your help in advance

[Retired-Andy]

Hi Bengallienne,

Thanks for the information; everything still looks fine with your connection.

If you’re using a wireless network at home, can you disconnect everything from the router other than the Sure Signal and see if this solves things for you?

The other suggestion I have is to try the Sure Signal on a different connection (a family member, friend etc.).

If it works in this new location, it would suggest that there’s something in your current set up that’s preventing the unit from maintaining a connection to our servers.

If you get the same symptoms in the new location, it would indicate that the Sure Signal is faulty and would need a repair.

Your current unit is now out of warranty and a repair would cost £65. You may wish to consider buying a new one at £100.

Hi wingco,

Thanks for the information. The figures look fine and your IP address is on our whitelist so there are no problems there.

So we can look into this for you, I’ll need a little more information. Can you provide the following please:-

Your Sure Signal serial number.
The results of a traceroute.

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.

Thanks,

Andrew

[wingco1]

Thanks for the reply Andrew. Serial Number 40122442235

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

  1     2 ms     1 ms     1 ms  home.gateway.home.gateway [192.168.1.254]
  2    30 ms    28 ms    31 ms  cr1.lcwor.uk.easynet.net [87.87.224.64]
  3    25 ms    23 ms    23 ms  ip-87-87-173-65.easynet.co.uk [87.87.173.65]
  4    44 ms    37 ms    37 ms  89.200.131.173
  5    42 ms    41 ms    42 ms  bu4.gr10.telon.uk.easynet.net [89.200.135.145]
  6    46 ms    46 ms    45 ms  AMDGW1.arcor-ip.net [195.69.145.123]
  7    55 ms    56 ms    45 ms  92.79.213.137
  8    69 ms    69 ms    69 ms  85.205.116.10
  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.

The disconnect when a call is ended is an intermittent fault. The dropping calls in use is more of a problem on a Samsung Galaxy Y, but again is intermittent. Neither phone has any problems with txting.

[wingco1]

Hello Tech Team. Can anyone shed some light on this problem please. Three calls dropped midway through this morning. When the call drops the 3G light on the SS flashes for around one minute before stabilising. The phones work fine on the normal Vodafone system outside of the house.