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17-07-2014 11:45 AM - edited 17-07-2014 12:27 PM
Hi Team, I have had this surecell for about 6 months and it has suddenly stopped allowing calls to be made, I can however, Receive calls. When making a call, it makes the connection then the call drops out. I have so far: Contacted the support teams via telephone on FOUR seperate occasions within the last 48hrs, each time I have followed thier advice advising it will all be ok after an hour or so following reset or surecell, remote refresh by them, Turning the phone off, trying another SIM etc etc etc. Nothing is working and I still have this phone on contract which I cannot fully utilise and it is potentially financially damaging for my circumstances. Physically there appears to be nothing wrong, this is borne by the fact I can receive callls. I have read previous threads and have an empathy with them, I dont really know where to go next, all the numbers I ring say they are busy and cannot answer calls. can somebody pleeeeaaaassssssssssssee help me ! I am happy to give my number for you to review the status but not sure if it should be on here ? Ohh, forgot to say, I received a txt asking me to ring 192 followed by option 2 and 2....from the desks......do they actually get whats going on....I cannot make calls.
17-07-2014 01:33 PM
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
18-07-2014 01:44 PM
Speed: 15.27 download
0.40 upload
Ping: line quality F*
Ping: 792 ms
Jitter: 83 ms
IP 86.27.96.133
IPV6 ::ffff:561b:6085
Serial Number: 40134723499
Traceroute:
C:\Users\Tom>tracert 212.183.133.177
Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:
1 256 ms 148 ms 22 ms 10.141.108.1
2 129 ms 28 ms 11 ms leic-core-2a-ae7-1544.network.virginmedia.net [8
2.3.36.81]
3 196 ms 89 ms 33 ms leed-bb-1c-ae5-0.network.virginmedia.net [62.253
.174.113]
4 21 ms 25 ms 24 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
20-07-2014 04:53 PM
20-07-2014 09:39 PM
Thanks for your reply but that does not add up, On saturday I added a new user to the surecell.....They were able to connect and make calls through it no problem at all. I then removed one of the numbers on the account and re-added it, This made no difference, So with three phones in the same vicinity only the newly added one could make a call, two galaxy S4,s one ending in 857 and one ending in 868 though registered were still unable to make a call via the surecell. I dont get your explanation really, if the phones can receive incoming calls then clearly the surecell is hitting your server, in addition to this a newly added person could make a call, so It needs further explanation please. I will contact my internet provider but I am leaning towards SIM card issues at the mo.
22-07-2014 11:26 AM
Hi JBe11,
Whilst the new phone worked when tested, looking at your traceroute above, we can see that this isn’t reaching our serve. Also, the ping result’s very high and the upload speed is low.
This is definitely something you need to speak with your ISP (internet service provider) as Kay advised above.
Thanks,
Jenny
18-07-2014 11:06 AM
22-07-2014 09:58 PM
23-07-2014 07:31 PM
Hi JBe11,
Once the new SIM is registered to your mobile, you'll need to remove the number from the Sure Signal, factory reset it, then add the number back.
There's a help video that covers how to do that here.
Thanks,
Ian