sure signal 3 range problem

[am3082]

Hi, 10 days ago I set up a sure signal 3 for use with my 32gb iphone 5. I had no problems registering it and everything seems to be working fine (lights are on and phone light goes on when making a call or using 3g). However, the range is terrible - I get a good signal in the room where the ss is plugged in but it drops right off as soon as you step outside the room. The ss is plugged into a sky router. Is there something I'm missing or a good fix for this? I was led to believe I'd have 5 bars throughout the house. Thanks for any guidance you can give!

Alasdair

[jeffkinn]

That certainly isn't right - I get a full signal throught the house from my SS. One of the eforum team will pick this up for you and try and help you.

[Retired-James]

Hi am3032,

Can you confirm how close the Sure Signal is in conjunction with your route?

If very close are you able to separate them a bit?

Also, do you have any other handsets that you can connect to the Sure Signal to verify if it is a handset specific issue?

James

[am3082]

Hi James, thanks for getting back to me. The SS is about 2 feet from the router, in a cupboard under the TV. Not sure if that's close or not but would be tricky to get them further apart. My phone is the only one connected to the SS, I don't have another handset I can connect unfortunately - I recently got the Iphone 5 with the new small sim card

Thanks

Alasdair

[Retired-Dave]

Hi am3082,

The check on the proximity of the router and Sure Signal is to avoid magnetic interference. For the same reason, proximity to the TV set could have a similar negative impact. Are you able to try the Sure Signal away from the TV to test if this improves the range?

Similarly, there are couple of things which may be worth checking. Is the "cupboard" an open unit or an enclosed space? If it's closed off, can you test if leaving it open helps? Also, what kind of internal walls do you have in the house? Are they thick stone, for example an old farmhouse or cottage, which may have an impact on signal penetration?

With regards to testing an alternate handset, do you know any other Vodafone user whose number you can add to the Sure Signal so they can pop round and test for you? If not, you can order a free PAYG SIM card to pop into another handset to try this.

Dave

[davejf50]

Hi

I am having a very similar problem. I recently moved house and since the move the range on my SS3 has been pretty dreadful. As soon as you leave the room in which the SS is located the signal reduces very quickly and about 10 metres away there is virtually no signal. No such problems at the previous house.

The broadband speed at our new house is less than before, is this likely causing the reduced range?

Any help would be welcome.

Thanks

[Retired-Kay]

Hi davejf50, 

This could very well be what's causing the issues. If you let us know the following information we'll be able to help further;

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

Kay

[davejf50]

Hi Kay,

Please see test results below.

Your speed test results from here. Download: 2.5mbps Upload: 1.11mbps

Your ping test results from here. Line quality: B* Ping: 169ms Jitter: 89ms

Your external IP address from here. IP: 86.172.136.50

The results of a traceroute.

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  BThomehub.home [192.168.1.254]
  2    36 ms    38 ms    39 ms  217.47.186.250
  3    43 ms    37 ms    36 ms  217.47.187.161
  4    44 ms    45 ms    46 ms  213.1.69.74
  5    47 ms    45 ms    65 ms  31.55.165.145
  6    47 ms    45 ms    45 ms  31.55.165.107
  7    46 ms    46 ms    46 ms  acc1-10GigE-4-0-2.mr.21cn-ipp.bt.net [109.159.25
0.108]
  8    56 ms    55 ms    59 ms  core1-te0-13-0-0.ealing.ukcore.bt.net [109.159.2
50.9]
  9    53 ms    52 ms    52 ms  peer1-xe1-0-0.telehouse.ukcore.bt.net [109.159.2
54.98]
 10    73 ms   114 ms    55 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    57 ms    54 ms    55 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.

Your Sure Signal serial number: 40131978781

Hopefully this will enable to you advise as to the likely problem.

Thanks

David

[Sukhi]

Hi davejf50

Thanks for providing your Traceroute, everything looks ok. Your IP address is on our whitelist. Your speed test and ping test seem fine.

To make sure it's up to date on our network I’ve given the SS a re sync from our end, can factory reset to complete the process?

Locate the button on the base of the box 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 be back online in around 1 hour.

Thanks

Sukhi

[davejf50]

Thanks Sukhi,

I tried the reset at you suggested but there still seems to be a problem. When someone is making/receiving a call when connected to the SS they are able to hear the other caller ok but the other caller cannot hear them. This has not been the case in the past. Is it possible there is a fault with the SS or more likely to be the phone line that is connected to router?

Regards

David