Sure Signal - Call Audio Quality Issues

[paulinewestaway]

Hi

Have had SS v1 for quite a few years with no problem but over the last few weeks I can hear fine but other people cant hear me only static & the odd word, this is the same on two phones.I have tried resetting a number of times, moved the ss away from the router & reregistered it.

ss 21224655023

BT Home Hub 4

Download 23.92

Upload 6.20

Ping 24

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 bthomehub (192.168.1.254) 2.853 ms 2.533 ms 2.545 ms
2 217.32.141.6 (217.32.141.6) 10.558 ms 14.311 ms 11.183 ms
3 217.32.140.206 (217.32.140.206) 12.502 ms 14.838 ms 12.168 ms
4 host109-159-245-18.range109-159.btcentralplus.com (109.159.245.18) 13.654 ms 14.028 ms 14.128 ms
5 213.120.182.65 (213.120.182.65) 14.535 ms 16.869 ms 14.126 ms
6 31.55.164.107 (31.55.164.107) 14.568 ms 14.790 ms 13.924 ms
7 acc1-10gige-0-0-0-5.bm.21cn-ipp.bt.net (109.159.248.74) 14.733 ms 14.763 ms
acc1-10gige-0-3-0-7.bm.21cn-ipp.bt.net (109.159.248.118) 14.254 ms
8 core1-te0-3-0-2.ealing.ukcore.bt.net (109.159.248.16) 20.676 ms
core2-te-0-10-0-7.ilford.ukcore.bt.net (109.159.248.18) 23.125 ms
core1-te0-13-0-4.ealing.ukcore.bt.net (109.159.248.8) 21.378 ms
9 peer1-xe4-0-0.telehouse.ukcore.bt.net (213.121.193.144) 20.549 ms 20.253 ms
peer1-xe2-1-0.telehouse.ukcore.bt.net (109.159.254.136) 21.465 ms
10 lndgw2.arcor-ip.net (195.66.224.124) 25.355 ms 25.566 ms 47.644 ms
11 85.205.116.6 (85.205.116.6) 19.995 ms 19.502 ms 21.682 ms

12   *  *  *

[Retired-James]

Hi paulinewestaway,

Everything looks fine with the registration and the tests that you’ve done so this shouldn’t be a problem.

As you are only seeing poor audio on the outbound conversation, it could be down to the ports being blocked.

If you log into your router admin, can you confirm you have all of the ports open that are listed here?

James

[paulinewestaway]

Hi James

All the ports are open

[Ben_H]

Hi paulinewestaway,

Thanks for confirming. I've checked your unit and you're on the latest software available for the device.

As we can't pinpoint the cause here, could you test your Sure Signal on another internet connection for me? It only needs to be connected for an hour or two and it'll help us see if it's down to your internet connection or if your unit needs a repair. 

Be sure to post back the outcome.

Cheers, Ben

[paulinewestaway]

tested on another internet connection still the same

Pauline

[DaveCD]

Hi paulinewestaway

Thank you for all the checks, but unfortunately it sounds as though the Sure Signal may be at fault.

So we can get this resolved, please follow the steps here.

DaveCD