Vodafone Sure Signal

[reevsy]

Hi, I have been searching over the forum and tried many of the solutions on sorting this problem but to no joy. So my iPhone 4 gets a few minutes into a phone call then loses 3G signal, this is a big issue as I do not get a 2g signal in my home atall as of where I live, which means that's the end of the call. As soon as I cancel the call, my iPhone reconnects straight to the SS again no problems. Now I have no problems with the SS any other time until I take a call or make one. Iv had realities connect a HTC and also a galaxy S to it which seem to be fine.

I have tried the factory reset many of times and the de- register and register of my iPhone but still the problem persists. I belive my SS is a v1 as it was acquired soon after it was released. Is there a issue with the iPhone 4 and the early Sure signals? This problem has persisted since I took out my contract with vodafone which was over a year ago but I have only recently been using my phone more regulary at home for calls.

Are there any other options to try to solve this problem. Will the new SS work with my device? Can Vodafone connect to my SS to check for any issues? Could it be a problem with my device?

Any help would be greatly appriciated.

[Wayne]

Hi reevsy

There are no compatibility issues between the iPhone 4 and the Sure Signal device and as other handsets work ok with the Sure Signal, this will not be the issue.

I’m not sure if you have heard about an issue that has affected the iPhone 4 since launch with regards to the ‘death grip’ when holding the phone, if you cover the black strips around the edge of the iPhone then it will cause the iPhones signal to drop off. This is due to the way in which the antenna was designed.

Can you tell me if you use a case of any sort with your iPhone?

Thanks

Wayne

[reevsy]

Hi Wayne

I don't have a case for my iPhone but I will look into getting one. It seems to drop out around about 13mins into the call, but it then does go to a 2g signal. 2g is pretty much non existent in my home so that has to be the end of the call, I then wait for it to reconnect to the SS to try the call again. I only have this problem when connected to the SS. If I'm away from home and have signal, my calls last as long as i need them too. This is what makes me think it is a problem with the SS.

Thanks again

[DaveCD]

Hi reevsy

Thank you for your post.

The issues described by Wayne may be one cause but so we can investigate further please could you perform a speed test and a ping test and post your results back here.

It sounds as though the VPN may be timing out and this would help us to identify if the SureSignal is at fault or other possibilities.

Are you using other devices such as computers or games consoles at the time which may take up some of the bandwidth?

Many Thanks

DaveCD

eForum Team

[reevsy]

Here are the results

http://www.speedtest.net/result/1824709914.png

http://www.pingtest.net/result/58627545.png

i do have a computer and games console connected to the network but these are never usally on when im trying to make a call.

i also got home today and my iphone would not connect to the sure signal by itself, i turnt my phone on to airplane mode then off again and i received a full 3g signal but as soon as i tried to make a call it dropped to zero bars of signal and the call failed straight away. i then had the no service message until i turnt my phone off then back on again.

Thanks again

[philip42h]

You might want to try that ping test again ...

The speedtest results look OK - your upload and download speeds are fine; a ping time under 50ms would be better but what you have is perfectly OK (I think).

If the pingtest result is accurate, you really haven't a hope of getting the SS working - ping times of over 300ms are way too high, the jitter figure suggests your line is pretty unstable, but most worrying of all is the unable to test packet loss result. However, this result isn't really consistent with the speedtest figures so I suggest that you try again - maybe with a different test server?

[hannah_193]

I am also having this issue (with a different handset) - the call connects and then goes completely dead after a few seconds. Have run the recommended tests, and the most worrying result was 50% packet loss. Changed to a different server for another test, and 1% packet loss. But how do I change my broadband to operate via this server?

[philip42h]

---

hannah_193 wrote:

I am also having this issue (with a different handset) - the call connects and then goes completely dead after a few seconds. Have run the recommended tests, and the most worrying result was 50% packet loss. Changed to a different server for another test, and 1% packet loss. But how do I change my broadband to operate via this server?

---

If by "changed to a different server" you mean selected a different VF server address for the tracert test then AFAIK you can't configure your broadband to select a different VF server address - that will be taken care of automatically by the SS and the VF load balancing algorithm; we don't get a choice.

It might be worth posting the tracert results that you get in each case. Note that reported packet loss on-route to the VF gateway doesn't count / necessarily matter - that might simply be a side effect of a server on the pathway not responding in a timely fashion rather than the packet actually being lost. Packet loss at the VF gateway would be of greater concern and could indicate a VF server issue ...

[reevsy]

Here are my results again:

http://www.speedtest.net/result/1829443660.png

http://www.pingtest.net/result/58786928.png

The SS worked fine when i first purchased it, it was actually one of the main reasons a came to vodafone so it a pain its not working properly. Like i said its fine to hold a 3g signal when im sending texts and stuff, and works completly fine if im out and about, it just seems to drop out of a call around about 13mins in each time via the SS.

I have got insurance on my iphone so if it is a problem with that then i shall get it sent off, if its the SS box itself can i get a replacement, maybe for the newer model?

Thanks again

[Dave]

Hi reevsy,

Can I get you to try a traceroute for me as well? This will give us more detailed information of what happens when you connect.

• On your 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.

Can you also confirm the serial number of your Sure Signal so we can check for anything showing up at our end?

Dave

[reevsy]

Hi here are the results:

Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.

C:\Documents and Settings\Administrator>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     3 ms    <1 ms    <1 ms  www.routerlogin.com [192.168.30.1]
  2     *        *        *     Request timed out.
  3    43 ms    43 ms    43 ms  ae0.136.dr1.mbr-roch.zen.net.uk [62.3.80.137]
  4    43 ms    44 ms    44 ms  ae2-0.cr1.kp-leeds.zen.net.uk [62.3.80.70]
  5    43 ms    43 ms    43 ms  ge-3-1-0-0.cr2.kp-leeds.zen.net.uk [62.3.80.74]

  6    48 ms    48 ms    48 ms  ge-3-0-0-0.cr1.th-lon.zen.net.uk [62.3.80.78]
  7    49 ms    55 ms    48 ms  ge-2-0-0-0.cr2.th-lon.zen.net.uk [62.3.80.42]
  8    53 ms    53 ms    53 ms  LDNGW1.arcor-ip.net [195.66.224.209]
  9    50 ms    50 ms    50 ms  85.205.116.2
 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.

C:\Documents and Settings\Administrator>

And the serial number is: 21222710762

Thanks again

[Lee]

Hi there reevsy,

Thanks for coming back to us. 

Everything checks out as far as I can tell.

I've forced a resync of your VSS. Please let me know if this resolves and if not I can raise to our support teams.

Cheers,

Lee

[reevsy]

I've just been able to hold a call for more than 15 minutes while connected to the SS, so looks like its been sorted! Thanks again for the support

[Lee]

Hey reevsy,

Superb news! Thanks for letting me know.

If you need any further help you know where we are.

I'd appreciate your thoughts on how I've handled your query - eForum Survey.

Cheers,

Lee