Lights on - but when calling, user light goes out

[sali13]

Please can you help. The sure signal has been working intermittently since I registered it last week. All the lights are ok, however, when i try and make a call, the user light goes out and I am unable to make a call i.e. call failed.

I don't really know what to do - help please! Very frustrating! 

[Retired-Matt_Vo]

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

[sali13]

Thanks for your response Matt.

I've tried the troubleshooter, but had no luck.

Please see below the details as requested.

Speed - 0.73 Dowload, 0.37 upload

Ping - 96ms

IP address - 90.207.16.251

SS Serial Number - 40131938256 

Results of VSS traceroute

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

C:\Users\Sally>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  SkyRouter.Home [192.168.0.1]  

2    33 ms    33 ms    34 ms  027fef75.bb.sky.com [2.127.239.117]  

3    54 ms    52 ms    52 ms  027fed6a.bb.sky.com [2.127.237.106]  

4    62 ms    60 ms    60 ms  5adfcf02.bb.sky.com [90.223.207.2]  

5    58 ms    58 ms    60 ms  5adfcf02.bb.sky.com [90.223.207.2]  

6   121 ms    67 ms    66 ms  bu4.gr10.telon.uk.easynet.net [89.200.135.145]  

7     *       73 ms    70 ms  AMDGW1.arcor-ip.net [195.69.145.123]  

8    83 ms    81 ms    84 ms  92.79.213.137  

9   166 ms   113 ms    93 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

Please let me know if you require any further information.

Thanks for your help.

Sally

[Retired-James]

Hi Sali13,

Thanks for posting the results.

Looking at them I can see that your Download speed is a little low to allow the Sure Signal to work as it has a minimum requirement of 1Mbps.

You will need to speak with your broadband provider to see if there is anything they can do to improve your download speed.

James

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[sali13]

Hi James,

Thank you for your reply.

I have previously run speed test on my computer, with results of 1.5-2.0Mbps, and even then experienced the same sure signal problems.

Can you please provide details of the indication we can expect (ie what lights will/will not be displayed on the sure signal) to show that the broadband speeds are not quick enough?

All lights seem to be displayed correctly, according to the set up manual, however the calls are still failing when we try to dial out.

I have found the following link on the Vodafone website, which suggests similar problems with other customers came as a result of "a mis-match between the Sure Signal server and the Mobile Switching Centre which handles your calls."

Is it possible that a similar issue could be causing our problems?

Thanks,

Andy

[Retired-Lee]

Hi sali13,

If the speed was too slow, you'd see a steady power light only.

Can you receive calls ok using the VSS?

Do you have the link to the page you found the mismatch information on?

Cheers,

LeeH

[sali13]

Hi LeeH,

All lights are white hence why we do not believe the speed is too slow.

Here is a link that you requested - apologies for not including previously.

http://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Call-Failed-error-when-making-calls/td-p/496054

Calls can be received via VSS but when trying to call out is shows as 'call failed'.

[Retired-James]

Hi Sali13,

Thanks for getting back to us.

Wit the extra information it does sound like it could be a service area code issue (SAC) but you also need to make sure that the speeds are sufficient to run the Sure Signal as mentioned above.

So we can get the SAC checked for you, please contact the team here.

James