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VSS 3 - dropping calls

kr_snail
4: Newbie

‎17-04-2013 12:03 PM

Hi, I have had the SureSignal 3 for a few weeks. The lights are showing consistently as follows:

 

Power light - solid red

Internet light - solid white

Service light - solid white

User light - white when call in progress

 

I get a full 3G signal on both my registered phones (an iPhone 4 and a Blackberry Curve 9320) and can make and receive calls with good audio quality.

 

However, 90% of calls get disconnected, sometimes within a few seconds of starting the call, and sometimes after several minutes. This is happening on both outbound and inbound calls. It is also happening whether I use either the iPhone and the Blackberry.

 

When the call is dropped, the lights on the VSS3 remain the on and solid, with the exception of the User light which obviously goes off as the connection has been dropped. Also, the signal displayed on the phones remains as 3G with full bars as the call disconnected. So it seems the calls are not being dropped beacuse the connection is lost on the VSS3, or as a result of it rebooting, or due to a loss of 3G signal, but something else seems to be causing the connection to drop. I can reconnect immediately (so no delay in reconnecting) but then after a while the same thing will happen.

 

I have followed the Troubleshooting guide, and also been on to Tech support via phone last week who re-synced the VSS3. I then re-booted but the problem has remained.

 

I have tried the VSS3 in different locations, and is now in a different room (and on a different floor) from the router so I don't believe this can be caused by interference. I am on BT Infinity with a fairly consistent download speed of >35Mb/s and upload of >10Mb/s, so I don't think bandwidth can be the cause.

 

Would appreciate assistance in resolving this issue. 

 

 

 

 

0 Thanks
13 REPLIES 13

Retired-Matt_Vo
Moderator (Retired)
Moderator (Retired)

‎17-04-2013 02:56 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

0 Thanks

kr_snail
4: Newbie
In response to Retired-Matt_Vo

‎17-04-2013 11:27 PM

Hi there, results as follows:

 

Speed test:

Download Speed 36.73Mb/s

Upload Speed 14.46Mb/s

Ping 39ms

 

IP Address:

109.145.229.201

 

SS Serial no:

40130448372

 

Traceroute results:

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

C:\>tracert 212.183.133.177

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

1 11 ms <1 ms <1 ms 192.168.1.251
2 7 ms 21 ms 7 ms 217.32.147.105
3 11 ms 25 ms 7 ms 217.32.147.174
4 11 ms 11 ms 11 ms 212.140.206.90
5 11 ms 11 ms 11 ms 217.41.169.199
6 11 ms 25 ms 11 ms 217.41.169.109
7 11 ms 11 ms 11 ms 109.159.251.239
8 20 ms 23 ms 23 ms core1-te0-0-0-6.ilford.ukcore.bt.net [109.159.25.1.157]
9 20 ms 19 ms 20 ms peer1-xe10-0-0.telehouse.ukcore.bt.net [109.159.254.122]
10 1002 ms 23 ms 23 ms LNDGW2.arcor-ip.net [195.66.224.124]
11 20 ms 20 ms 17 ms 85.205.116.2
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.

C:\>

 

 

 

0 Thanks

Retired-Andy
Moderator (Retired)
Moderator (Retired)
In response to kr_snail

‎18-04-2013 02:18 PM

Hi kr_snail,

 

When calls drop, it normally means that your line speed is too slow for the Sure Signal to maintain a stable connection to our servers. Can you disconnect any other devices that are using your router/hub and see how you go on?

 

Also, can you redo your traceroute please? Hop 10 is showing a very high figure of 1002 ms, and there’s a chance it’s a rogue figure.

 

Let me know how you go on.

 

Thanks

 

Andrew

0 Thanks

kr_snail
4: Newbie
In response to Retired-Andy

‎19-04-2013 12:31 PM

OK, I did two traceroutes last night, details below:

 

C:\>tracert 212.183.133.177

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 192.168.1.251
2 7 ms 7 ms 6 ms 217.32.147.105
3 8 ms 7 ms 7 ms 217.32.147.158
4 11 ms 23 ms 12 ms 212.140.206.90
5 11 ms 11 ms 10 ms 217.41.169.233
6 11 ms 10 ms 11 ms 217.41.169.109
7 16 ms 10 ms 10 ms 109.159.251.243
8 22 ms 32 ms 22 ms core1-te0-4-0-2.ilford.ukcore.bt.net [109.159.25
1.129]
9 21 ms 87 ms 23 ms peer1-xe11-1-0.telehouse.ukcore.bt.net [109.159.
254.112]
10 21 ms 23 ms 23 ms LNDGW2.arcor-ip.net [195.66.224.124]
11 22 ms 22 ms 22 ms 85.205.116.14
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.

 

   

C:\>tracert 212.183.133.177

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 192.168.1.251
2 7 ms 17 ms 7 ms 217.32.147.105
3 55 ms 50 ms 54 ms 217.32.147.158
4 21 ms 11 ms 11 ms 212.140.206.90
5 14 ms 11 ms 11 ms 217.41.169.233
6 14 ms 11 ms 11 ms 217.41.169.109
7 10 ms 10 ms 12 ms acc2-10GigE-3-2-0.sf.21cn-ipp.bt.net [109.159.25
1.217]
8 22 ms 37 ms 22 ms core2-te0-12-0-6.ealing.ukcore.bt.net [109.159.2
51.135]
9 22 ms 21 ms 17 ms peer1-xe10-0-0.telehouse.ukcore.bt.net [109.159.
254.122]
10 192 ms 30 ms 22 ms LNDGW2.arcor-ip.net [195.66.224.124]
11 22 ms 22 ms 20 ms 85.205.116.14
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.

C:\>

 

This morning I disconnected all ethernet and wirelsss connections to the router, just leaving the VSS connected. The first couple of short calls were fine, but my next call disconnected after approximately 12 minutes. I immediately re-connected my PC to the network and did two more traceroutes:

 

C:\>
C:\>
C:\>tracert 212.183.133.177

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 192.168.1.251
2 7 ms 7 ms 7 ms 217.32.147.105
3 9 ms 7 ms 7 ms 217.32.147.158
4 11 ms 23 ms 11 ms 212.140.206.90
5 11 ms 11 ms 12 ms 217.41.169.233
6 11 ms 11 ms 11 ms 217.41.169.109
7 10 ms 10 ms 11 ms 109.159.251.235
8 23 ms 38 ms 19 ms core1-te0-2-2-0.ilford.ukcore.bt.net [109.159.25
1.145]
9 45 ms 21 ms 37 ms peer1-xe11-1-0.telehouse.ukcore.bt.net [109.159.
254.112]
10 30 ms 20 ms 19 ms LNDGW2.arcor-ip.net [195.66.224.124]
11 22 ms 22 ms 35 ms 85.205.116.14
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.

C:\>tracert 212.183.133.177

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 192.168.1.251
2 7 ms 7 ms 6 ms 217.32.147.105
3 7 ms 7 ms 7 ms 217.32.147.158
4 11 ms 11 ms 11 ms 212.140.206.90
5 11 ms 11 ms 10 ms 217.41.169.233
6 11 ms 11 ms 11 ms 217.41.169.109
7 11 ms 10 ms 10 ms acc2-10GigE-10-3-0.sf.21cn-ipp.bt.net [109.159.2
51.225]
8 26 ms 31 ms 19 ms core1-te0-13-0-2.ilford.ukcore.bt.net [109.159.2
51.137]
9 25 ms 21 ms 56 ms peer1-xe10-0-0.telehouse.ukcore.bt.net [109.159.
254.122]
10 20 ms 34 ms 20 ms LNDGW2.arcor-ip.net [195.66.224.124]
11 22 ms 22 ms 22 ms 85.205.116.14
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.

 

Please advise on next steps.

0 Thanks

Retired-Lee
Moderator (Retired)
Moderator (Retired)
In response to kr_snail

‎19-04-2013 07:38 PM

Hi kr_snail,

 

Thanks for the trace route tests; they look perfect!

 

What other devices do you have that will be sharing the internet connection?

 

Could you disconnect them all then test by adding one at a time?

 

Let me know what happens.

 

Cheers,

 

LeeH

0 Thanks

kr_snail
4: Newbie
In response to Retired-Lee

‎19-04-2013 08:39 PM

Hi Lee

 

In my previous post I stated the following:

 

This morning I disconnected all ethernet and wirelsss connections to the router, just leaving the VSS connected. The first couple of short calls were fine, but my next call disconnected after approximately 12 minutes.

 

So the point is the issue is happening even when there is nothing else connected to the network.

 

 

0 Thanks

Retired-Dave
Moderator (Retired)
Moderator (Retired)
In response to kr_snail

‎20-04-2013 01:47 PM

Hi kr_snal,

 

Apologies for that. Missed in the mass of traceroutes, I think.

 

I did notice that step 10 did pop up very close to the maximum working time of 200ms on the second traceroute in the list. As this is the step Andrew was concerned about it may indicate that something there is very changeable, cutting off the call when it rises too high. This would also explain why there's no set pattern to when it cuts off.

 

I'd suggest speaking with your Internet Service Provider so they can check on this for you.

 

Also, have you tried a different Ethernet cable or a different port on the router? If there's a small fault with the ones being used, it may be causing the connection to cut off randomly.

 

Dave

 

0 Thanks

kr_snail
4: Newbie
In response to Retired-Dave

‎23-04-2013 05:39 PM

Hi there

 

Thanks for your reply. I have been in contact with my ISP (BT) and they have confirmed that I am getting a constant download of between 50 and 70Mb/s. As I said I am on a very good BT Infinity connection. They have done further tests and can find no issues that should have an impact on the VSS. I have also followed your advice and tried different ports - and even tried a different router - but the problem still occurs.

 

BT can assist no further, although they did suggest opening up ports on the router. Given that the calls connect ok (and the problem with the VSS is with the calls being dropped), will opening the ports help? Happy to try if so. Otherwise, could it be a hardware issue with the VSS? 

0 Thanks

Retired-Andy
Moderator (Retired)
Moderator (Retired)
In response to kr_snail

‎24-04-2013 02:54 PM

Hi kr_snail,

 

Making sure the right ports are open certainly won’t cause any harm.

The following details list the IP addresses and Port Numbers that need to be forwarded to your Sure Signal's internal IP address. For detailed instructions on how to do this, we recommend either contacting your ISP or Router Manufacturer, or referring to the Default Guide for your particular make and model, over at http://portforward.com

Destination IP Addresses:
212.183.133.177
212.183.133.178
212.183.133.179
212.183.133.181
212.183.133.182
212.183.131.128/26

Ports and Protocols:
Port 50 - TCP/IP
Port 4500 - UDP
Port 500 - UDP
Port 123 - UDP

Port 8 - TCP/IP

Port 1723 (BT Customers only) - TCP/UDP

Please note that in the above list of IP addresses, the notation "212.183.131.128/26" means the complete range of IP addresses between 212.183.131.128 and 212.183.131.191

Your Router will also need to be able to assign the Sure Signal with a DNS Server address via DHCP.

 

As you are a BT Infinity customer, you will also need to log into your router admin page and select port clamping. 

 

Once this has been selected please restart your router and Sure Signal.

 

If you have chance, I’d also recommend you trying the Sure Signal on a different internet connection (a friend, neighbour etc), preferably using a different ISP. If the device works fine there, it would indicate there’s something in your set up that’s causing the issue.

 

Let me know how you go on.

 

 

Thanks

 

Andrew

 

If you have the time, would you be able to complete a short feedback survey for me? You can find it here and it’ll go to ensuring I’m offering the best service I can.

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