Poor Quality calls

[mikeyscott]

Hi

I have a Vodafone Sure Signal and I get perfect quality, but the other person always reports, faint, cutting out or just general poor quality.

Can this be looked at please otherwise defeats the object of sure signal..  I've factory reset the unit.

I'm on Sky fibre and have a connection "speed" of 30Mbps down and 8Mbps up.

Serial number 40112824244

Unit is now in the DMZ on my router to try and rull out firewall issues.

External IP - 151.225.185.193

Tracing route to 212.183.131.177 over a maximum of 30 hops

  1    22 ms     3 ms     3 ms  SkyRouter.Home [172.16.35.1]
  2     *        *        *     Request timed out.
  3    38 ms    31 ms    87 ms  02780940.bb.sky.com [2.120.9.64]
  4    75 ms    25 ms    24 ms  ae51.edge6.London1.Level3.net [212.113.9.53]
  5    49 ms    28 ms    94 ms  vl-3615-ve-239.csw2.London1.Level3.net [4.69.166
.90]
  6    55 ms    23 ms    24 ms  ae-225-3601.edge3.London1.Level3.net [4.69.166.1
46]
  7    28 ms    25 ms    23 ms  195.50.118.230
  8    33 ms    23 ms    23 ms  195.2.30.61
  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.

Ping 39ms

Or is it a case of finally tell Sky they are rubbish.

[Retired-Kay]

Hi mikeyscott, 

I'll need to do a bit of fact finding to get to the bottom of this. 

- Does this happen at certain times of the day? 

- Is there more than one device connected and making calls when you experience these issues? 

- Is this to specific numbers or to everyone you call? 

Please also try the Sure Signal at a different location (friend/family members). If it works fine then we know the issue does lie with your internet service. 

Thanks, 

Kay

[mikeyscott]

Generally appears to happen any time.

Just one phone, but multiple devices are registered.

Any numbers, EE, landline other Vodafone etc.

Will move sure signal unit again.

Will find out if can test on another connection

[Retired-Matt_B]

Hi mikeyscott,

It may well be an issue with your SIM card/phone as it is only happening with one phone.

I'd recommend visiting your local Vodafone store to get a new SIM card. If you'd prefer, we can get a new SIM sent out through the post, simply follow the instructions here and we'll get it sorted.

Thanks,

Matt B

[mikeyscott]

Hi,

I haven't asked my wife or know if my wife has had the same issue.

When I said one, sorry I meant only one phone using the suresignal when the issues occurs.

I have requested a SIM to be sent as I won't be attending store, don't have time

Mike

[Retired-James]

Hi Mike,

Thanks for getting back to us.

Do you know if your internet provider has any kind of traffic management system that would restrict your connection when the Sure Signal is active?

If yes, this can sometimes cause poor audio quality issues.

Does this happen at all when you’re away form the Sure Signal?

When you set up the Sure Signal, did you have to manually configure your router or did this just work?

If you log into your router admin panel, is the Sure Signal showing in the DMZ? (You may need to ask your internet provider where to see this).

James