Poor Call Quality - but 5 bars signal and 3G

[tyzer007]

ISSUE:

Full signal including 3G - all normal lights - plenty of bandwidth but the call quality is terrible after 1-3 minutes.  Voice becomes garbled - more often we can hear the other party (download) but they cannot hear us (upload) - sometimes both are garbled.

I've been reading this forum for the past few days and I'm impressed that there are people who actually read the forum comments and make an effort to find solutions - I hope that I'm as lucky as so many others.

I have the original SureSignal and have had the device for over 2 years now - and frankly it has never worked well for me.  I always blamed the problem on BT (my Internet provider) and some crazy load-balancing/throttling they were doing.

My SureSignal S/N:  VSS:  21196937060

NETWORK CONNECTIVITY

Recently I moved home and I'm now on BT Infinity with the latest BT Home Hub.  When I run a SpeedTest I get plenty of speed (http://www.speedtest.net/result/2006854273.png) and a reasonable ping test time.

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

C:\Users\>tracert 212.183.133.181

Tracing route to 212.183.133.181 over a maximum of 30 hops

1 15 ms 3 ms 3 ms BTHomeHub.home [192.168.1.254]
2 11 ms 10 ms 10 ms 217.32.146.161
3 10 ms 11 ms 13 ms 217.32.146.206
4 11 ms 10 ms 15 ms 213.120.156.146
5 13 ms 11 ms 11 ms 217.41.168.239
6 11 ms 13 ms 11 ms 217.41.168.109
7 11 ms 13 ms 11 ms 109.159.249.192
8 17 ms 13 ms 21 ms core1-te0-7-0-16.faraday.ukcore.bt.net [109.159.
249.137]
9 16 ms 13 ms 16 ms 213.131.193.22
10 13 ms 21 ms 42 ms peer1-xe1-0-0.telehouse.ukcore.bt.net [109.159.2
54.98]
11 16 ms 16 ms 13 ms LNDGW2.arcor-ip.net [195.66.224.124]
12 13 ms 14 ms 16 ms 85.205.116.2
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:\Users\>

PHYSICAL LOCATION

I have positioned the SureSignal 1.5M away from the BT Home Hub and the BT Infinity box to minimize interference.

ween...)

DEVICES

We have 2 iPhone 4 devices and a Nokia C7 - and the experience is the same on all of the devices:  1-3 minutes of a good call and then one or both sides of the conversation become completely garbled.  i.e.; the voice compression just falls to pieces.

When we look at our phones we always see a full 5 bars of signal - so the phone sees the SureSignal well enough.  

SURE SIGNAL DIAGNOSTIC LIGHTS

And as for lights - I see lights 1, 2 and 4 on solid - and light 3 flashes.  This is the normal configuration I understand.

My partner was on the phone just now and as he entered the house the phone obviously shifted to the SureSignal and immediately the call quality became so poor that he had to drop the call and use the landline (there was a lot of swearing inbet

I've read through troubleshooting and checked for all of the obvious things - but we are having no joy.  And in this house there is only partial regular signal due to being on the ground floor and having very thick wallls.

Any and all help is greatly appreciated.

Best regards,

Troy

[RetiredTom]

Hi nsimmo,

Once we've got the information we'll pass it to our support team who will work on it, but that's no to say they'll be directly in touch with you. If they need to be, they will.

Thanks,

Tom

[nsimmo]

Current situation is that I have not been contacted, my mobile phone now switches to GPRS during a call and back to 3G when the call ends?

[Retired-James]

Hi nsimmo,

Thanks for getting back to us and I’m sorry that the team hove not been in touch.

Looking at your email I can see that it wasn’t routed to our team due to the routing code provided in the PM not being included in the subject line.

However I can see the details that you have provided and will get this raised to our Sure Signal support teams today however, there is a possibility that the issue could be to do with the broadband line and its setup with the Sure Signal.

In the meantime, can you confirm that the MTU field within the router setup is set to 1500?

James

[Retired-James]

Hi nsimmo,

I have raised this for you under reference INC382279.

James

[nsimmo]

I dont think you can change the MTU on the HH3 which is set to 1500

Neil

[DaveCD]

Hi nsimmo and tyzer007

Thank you for your patience.:smileyhappy:

Please can you let us know which hub you are using and the software this is currently running, this information has been requested by our investigating team.

Many Thanks

DaveCD

eForum Team

[nsimmo]

Hi

It's a BT Homehub 3 running:-

Hub Firmware Information

Current firmware:	V100R001C01B031SP12_L_B
Last updated:	25/07/12

[nsimmo]

Hi, I found some more detailed info:-

1. Product name:	BT Home Hub 3.0B
2. Serial number:	+058721+1206306SG1
3. Firmware version:	V100R001C01B031SP12_L_B. Last updated 25/07/12
4. Board version:	VER.D
5. WAN:	PPP Connected
6. Data sent/received:	37742747/762050835 B
7. Broadband username:	bthomehub@btbroadband.com
8. BT FON:	No
9. Wireless network/SSID:	Matrix4
10. Wireless connections:	Enabled (b/g/n, 20M, WPS Disabled)
11. Wireless security:	WPA and WPA2
12. Wireless channel:	12
13. Firewall:	Default
14. MAC Address:	10:C6:1F:5E:B9:45
15. Software variant:	12_L_B
16. Boot loader:	1.0.37-106.5

Thanks

Neil

[Retired-Simon]

Hi nsimmo

Thanks for your reply. I've passed the information back to the team and I await an updated response. We appreciate your patience in the meantime whilst this continues to be investigated.

Thanks

Simon

[nsimmo]

Any update?