Brand New Sure Signal V3 and Still Issues

[abr]

My new Sure Signal only works effectively in the same room as the router.  I have a small modern house with thin walls and plenty of windows and my internet speed has been checked and there are no issues.  In the same room the number of bars falls to 4 a few feet away.  Walking into the next room reduces the number of bars to 3 and upstairs it is two or less.  I have full internet in these rooms. The Vodafone store suggested changing the Sure Signal which I did and still have the same issues.  I have had several long discussions with the Tech team who have responded as follows: 

' I managed to speak to the support team and they have met this a few times before and found a solution, or more like a Cause for the issue and that is or would be a device that interferes with the sure signal cellular connection. If no other devices are in the room or the house With strong radiation would be doing this, it would then be the router being close enough to the box then to make a distance between the router and the sure signal, no less than a meter long if possible. Try the above and it will definitley make it, Thanks'

I have tried moving the Sure Signal as suggested and ensured it is close to the router - it has to be anyway as the lead is short.  The router is connected to a Smart TV but there is only occasional internet use by wireless ipad and laptop apart from that.  I understand from other people with a similar issue that the frequency can be changed and am desparate to resolve this issue so I have a phone signal in every room.   I have replied to the above e-mail stating this but have not received an answer.   

.  

[abr · Accepted solution]

I have also been told that the quality of sound is bad using the Sure Signal although fine from my end. The Sure Signal often needs to be reset as it goes off line regularly.

I have checked some of the settings as follows:  Ping 20ms; Download: 4.97Mbps; Upload: 1.08Mbps  The serial number is 40133468690.  Can someone from the Tech team get back to me asap on these issues?     Thanks

[Jenny]

Hi abr,

When you said that your ‘Sure Signal only works effectively in the same room as the router’, do you mean that your phone only works effectively in the same room as the Sure Signal?

Don’t worry about the bars dropping, this will happen the further you are away from the Sure Signal.

I’ve checked your serial number and everything is looking fine from our end.

How often do you find that it drops offline?

Thanks,

Jenny 

[abr]

There are only five bars showing in the same room as the Sure Signal (also the router).  On the other side of the rom (only a couple of meters) the bars drop to four.  In the next room it drops to two/three and upstairs to only one or two and goes back to 3G signal.  The Sure Signal is supposed to have a range of 30m but this doesn't appear to be the case.

I have changed the Sure Signal at the Vodafone store for a different one but the result is the same.  I have also performed a reset on numberous occassions. The Sure Signal also drops off - sometimes multiple times in a day - but more usuallty every couple of days.  I have moved the Sure Signal as far away fron the router as the cable allows as recommended but this has not made any difference.  Ihave also been told that the sound quality is not always good/clear.  

As noted on previous forum posts I can see that the Tech team has re-set the SS in some cases.  Going through  Customer Services I have been advised to move the router to an upstairs roon but this is not possible as I do not have another phone port and other equipment needs to be connected to the router.  

This is very disappointing and seems to be a common problem so I would appreciate your assistance - I have to use my mobile for business as well as personal so it is essential to resolve this issue. 

[Retired-Kay]

Hi abr, 

Your Sure Signal connected to our servers yesterday so that seems fine.

It's strange that you've had two Sure Signal's behaving in the same way. This would point to some kind of interference or latency on your Internet connection. 

Can you do a traceroute for me and post the details? 

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.

I've also done a resync for you so please follow these instructions to do a reset;

-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.

Thanks,

Kay

[abr]

I am unable to run the trace you mention.  When I click on the Start menu there isn't a Run option.  Can you please suggest an alternative method?  

The Sure Signal has fallen off again so I will reset as soon as it is active.

 I have now done the Reset for 30 secs during which time the lights stayed on.  As soon as I released the button the lights went out (apart from the red power supply light) and the first white one nearest to the red light is now flashing.

[abr]

This is what's coming up on the trace. However the Sure Signal Box lights have not come back on yet and the status remains as my last post.  Once they all come back on I will run another trace

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

C:\Users\Alison>tracert 212.183.133.177

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

1 31 ms 98 ms 98 ms O2WirelessBox.lan [192.168.1.254]
2 * * * Request timed out.
3 * 19 ms 19 ms 195.66.225.189
4 24 ms 22 ms 25 ms lndgw2.arcor-ip.net [195.66.224.124]
5 21 ms 20 ms 20 ms 85.205.116.2
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
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.

[abr]

This is the result of the second test.  

All lights are back on the Sure Signal but not sure if the reset was correct.  The plug was connected when I pressed the reset button for 30 secs and the all lights remained on until I let go of the button.  They then took a couple of hours to come back on.  Let me know if this is the correct process and if not what I need to correct,

Thank you

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

C:\Users\Alison>tracert 212.183.133.177

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

1 31 ms 98 ms 98 ms O2WirelessBox.lan [192.168.1.254]
2 * * * Request timed out.
3 * 19 ms 19 ms 195.66.225.189
4 24 ms 22 ms 25 ms lndgw2.arcor-ip.net [195.66.224.124]
5 21 ms 20 ms 20 ms 85.205.116.2
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
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.

[abr]

Please disregard the last reading - it was a duplicate of the first.  The following represents the results of the second test. 

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

C:\Users\Alison>tracert 212.183.133.177

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

1 27 ms 99 ms 99 ms O2WirelessBox.lan [192.168.1.254]
2 * * * Request timed out.
3 20 ms 20 ms 20 ms 195.66.225.189
4 25 ms 22 ms 126 ms lndgw2.arcor-ip.net [195.66.224.124]
5 104 ms 20 ms 21 ms 85.205.116.2
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
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.

[Retired-Kay]

Hi abr, 

Thanks for supplying the information. 

The traceroute is quite short although it has reached our servers. I think we're going to need to do some trial and error here to pinpoint the exact issue. 

If the router isn't plugged in to your Smart TV does this make a difference? Can you also try it at a different location (such as a friend/family members) so that we can rule out a fault with the device itself? 

Let us know how you get on. 

Kay