Sure Signal - Call Audio Quality Issues

[Retired-George]

This issue has the following symptoms:

• Poor audio quality on both outbound and inbound calls
• Particularly affects customers using a Virgin Media cable connection

If you’re only experiencing poor audio quality one-way (for example, the call sounds fine to you, but the person you are calling reports poor quality), then this is most likely due to insufficient bandwidth on your broadband connection and is not an issue with your Sure Signal.

Troubleshooting:

If the person you are calling can’t hear you, this is usually caused by low upload speeds.

If you can't hear the person you've called, this is due to low download speeds.

Check if your broadband connection meets the minimum requirements.

Please run the broadband speed checker.

If your connection fails any part of the test, this indicates an issue with your Internet Service Provider and you’ll need to contact them to discuss this further.

Your connection speed will vary throughout the day, so we recommend running it at various times to get an accurate reading.

Check for planned maintenance.
Planned maintenance can cause periods of downtime, so check the forum for any planned maintenance. If there is, this will be announced at the top of the Sure Signal forum.

Reset your Sure Signal:

Sure Signal version 1

• Connect device to internet and power supply

• Press and hold down the reset button (located near the internet port) until end of the process which will be indicated

• Remove the power cable at back of the unit and wait for five seconds

• Reconnect the power cable back to device

• Wait for the LED sequence to flash from top to bottom and back to top

• Wait for five seconds

• Release the reset button

• Within 10 minutes, all the 4 LEDs will start to flash in sequence – 1^st & 3^rd then 2^nd & 4^th then 1^st & 3^rd – with the sequence repeated. This sequence indicates the start of the factory reset procedure.

Sure Signal version 2

• • Connect device to internet and power supply
  • Press and hold down reset button – located near the internet port
  • Wait for all the LED (power + 2 white LED) to light up for few seconds (power LED will always remain lit)
  • Wait for five seconds
  • Release the reset button
    
    
  • Within 10 minutes, 2 white LEDs will start flashing continuously – power LED will always remain constant in addition (unless there is an issue with local connectivity)

Sure Signal version 3

• • Connect device to internet and power supply
  • Press and hold down reset button – located near the internet port
  • Wait for 20 seconds
  • Release the reset button
    
    
  • All the LEDs will temporarily switch off for about 10 seconds. The power LED will then light up and remain constant whilst white internet LED flashes continuously.

The Sure Signal will be back online in around 1 hour.

Move Your Sure Signal Away from the Router
Sometimes the Wi-Fi signal from the router can interfere with the 3G signal from the Sure Signal and this could result in poor audio quality.

In order to prevent this from happening, please ensure that your Sure Signal is moved away from the router as far as the cable will allow.

If you’re still experiencing poor audio quality, post in this thread and we can look into it further.

Thanks,

Jenny

[joseosanchez]

Not as great as it used to be but now I can understand the other person on the line.  

JS

[mowax]

all ways worth a reset of your phone I guess.

It should be perfect with your VSS when it's working ofcourse. 

[joseosanchez]

Works great now, so what can be done now, it is out of our control.

JS

[mowax]

nothing we can do but make our voice known and get VF on to virgin mate. 

[ahxcjb]

We can't do anything, bar maybe try and raise it with virgin tech support (waste of time imo). Vodafone carry the biggest weight to get virgin to resolve this.

[amackay84]

Just checked and my VSS is also now fine.

[mowax]

mine is offline now as we speak.......going for a reset. 

[mowax]

Well had to go for a hard rerset there it was not having none of it.....

[Retired-James]

Hey Guys,

Thanks for all of your posts here and from what you have said it does sound like the issue lies with the ISP rather than the Sure Signal.

So that we can see if there are any feedback loops available between us and Virgin Media I have flagged this over to our support teams directly however, in the meantime I would also raise this with Virgin Media directly as the more cases they have raised with them the better.

James

[joseosanchez]

I have noticed in the last days that I do not have the call quality problems anymore, is this a temporary fix or the issue has been resolved?

JS