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Unable to receive calls via sure signal

Realist
4: Newbie

Hi,

 

From last week me and the wifes Iphone can make calls via out Sure Signal but not receive.

 

I have tried the reset function with no luck.

 

Serial No: 21223164654

 

Can someone have a look please or provide a fix.

 

Regards

 

 

19 REPLIES 19

Hi Andrew,

 

Nope didnt work, reset VSS and after a while I tried calling my wifes iphone and no go, straight to answer phone and its the same if she calls me.

 

HELP!

 

Regards and have a Merry Christmas.

 

 

Phil
Community Manager (Retired)
Community Manager (Retired)

Hi Realist, 

 

I've checked this again for you but it still hasn't connected since the 22nd.  Could you let us know what the light sequence is please?  

 

We will also need you to test the device in a different location so we can rule that out as a cause of problem.  

 

Thanks, 

 

Phil

All lights light up ok as far as I can see and Im unable to test at another location.

 

 

I'm getting feed up now and I've done what I can and its still not working. 

 

Ive so far done. 

 

resync of vss

reboot of vss

changed rorouters have 3 lights on the router but the 3rd one 3G light is not lit up.

 

Doing my head in now. 

 

 

 

Phil
Community Manager (Retired)
Community Manager (Retired)

Hi Realist, 

 

Thanks for coming back to us and I appreciate you're eager to get the device up and running.  I've checked your serial number again and can see that it made contact with our network in the early hours of this morning.  Everything appears like it's working so can you confirm that you're up and running on it please? 

 

Thanks, 

 

Phil

Nope, still unable to receive calls. If I turn off wifi on each of my iphones I get the 3G logo showing up, if I turn wifi back on it disapears from the screens so I presume the phones are connected via the VSS as per normal but I cannot receive any calls. If I connect via the network (VSS off) Im able to recive calls fine. Regards PS, I only have 3 lights on my VSS lit up and the 3G one (phone logo) is not lit.

FC83
13: Advanced Member

Having the same issue; unable to receive calls when on the SureSignal but ALSO, it seems to screw up the phone when I leave the house. It says full 3G but won't make or received calls/go online, then I'll go to flightmode and back to "kick it up the a***" but all I get is full bars of "nothing", but still unable to make calls. It takes the phone about 30 minutes to sort itself out and "get used" to being off the Suresignal (iPhone5).

 

Ping: 27ms
Down: 11.83
Up: 0.86

IP: 5.71.208.63

Serial Number: 40121431858
Traceroute:

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

 1  192.168.0.1 (192.168.0.1)  4092.869 ms  28.282 ms  3.894 ms

 2  * * *

 3  ip-84-38-37-34.easynet.co.uk (84.38.37.34)  31.471 ms  33.976 ms  27.320 ms

 4  027808fa.bb.sky.com (2.120.8.250)  32.629 ms  37.361 ms  37.538 ms

 5  195.50.122.113 (195.50.122.113)  84.832 ms  30.224 ms  29.933 ms

 6  195.50.122.66 (195.50.122.66)  49.535 ms  59.920 ms  43.648 ms

 7  85.205.116.10 (85.205.116.10)  47.105 ms  47.971 ms  48.662 ms

 8  * * *

 9  * * *

10  * * *

11  * * *

12  * * *

Jenny
Moderator (Retired)
Moderator (Retired)

Hi FC83,

 

Everything that you’ve provided looks fine.

 

Please let me know how long you’ve been having this problem and also what light sequence you’re seeing.

 

Thanks,

 

Jenny 

FC83
13: Advanced Member
Maybe 6-8 weeks? Taken me this long to get round to the forum! Lights are normal, as they should be: power & service light, 3rd comes on when I make a call etc.

Retired-Andy
Moderator (Retired)
Moderator (Retired)

Hi FC83,

 

The lights you’re seeing confirm the Sure Signal is working properly.

 

I’ve checked your serial number and can see it connected to our servers yesterday at 05:59, are you still unable to receive calls?  

 

To make sure it’s as up to date as possible, I’ve just resynced the unit for you.

 

So that the resync completes, can you do a factory reset for me:-

 

  • Find the button on the base of the unit next to the Ethernet ports
  • Press and hold the button for approximately 30 seconds
  • Once the lights come back on, release the button
  • The Sure Signal will come online in around one hour

 

Let me know how you go on.

 

Cheers,

 

Andrew