Unable to use phone at home

[Opaleyes]

Exasperated!
We have both work and personal mobiles on the Vodafone network, we also have a Sure Signal as the network is poor in our village. Despite having the technology required we are still not able to use the phones from home. I get either "not registered on network" or "emergency calls only" on my personal phone and more often than not SOS on the work blackberry. I am at the end of my tether!
They work fine away from home.
Any suggestions?

[Retired-Laura]

Hi @Opaleyes

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,

Laura

[Opaleyes]

Tracert Output

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Julie>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1    56 ms    99 ms   100 ms  BThomehub.home [192.168.1.254]
  2    18 ms    18 ms    18 ms  217.32.143.229
  3    18 ms    22 ms    66 ms  217.32.143.254
  4    20 ms    20 ms    20 ms  212.140.235.226
  5    24 ms    24 ms    24 ms  213.120.180.165
  6    21 ms    20 ms    24 ms  213.120.179.81
  7    32 ms    31 ms    21 ms  acc1-xe-0-2-1.sf.21cn-ipp.bt.net [109.159.251.85
]
  8    31 ms    24 ms    27 ms  core1-te0-0-0-7.ealing.ukcore.bt.net [109.159.25
1.31]
  9    25 ms    25 ms    37 ms  core1-pos7-0.bletchley.ukcore.bt.net [194.72.31.
145]
 10    33 ms    32 ms    31 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    27 ms    27 ms    27 ms  85.205.0.93
 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.

Speed test Results

Download = 7.34mbps

Upload = 1.01mbps

Ping Test = 34ms

Jitter = 5ms

Line Quality = B* 4.32

IP Address = 86.169.69.56

Sure Signal Serial Number = TBC

[Opaleyes]

Sure Signal Serial Number = 42144413947

Registered 16/12/2014

[Opaleyes]

Right now at 18.50 I have emergency calls only on the personal mobile and 3 bars showing. On the Bberry I have EDGE and 2 bars showing, tried a test sms and got clock, message not sent immediately. sent after 1 minute. Not able to do anything with personal phone.

[Ben_H]

Hi @Opaleyes

Thanks for posting your results.

They all check out fine, and I can see the Sure Signal is contacting our servers.

I can see BT in the traceroute. This issue could be related to the known compatibility problems with BT Homehub.

Your ISP may be able to talk you through settings on the router if so.

It's best to ask about disabling 'Smart Setup', to allow the Sure Signal access to the network.

Thanks,

Ben

[Opaleyes]

Hi, I have posted my response as requested. Thanks, J