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

[chewy]

Hi Sukhi,

Sadly no I am not able to detect any patterns - it happens at all times of day and whether I have my laptop on or not

[Jenny]

Hi chewy,

Thanks for getting back to us.

Please try this on another connection (preferably not using a Virgin Media SuperHub) so we can see if the connection is with the Sure Signal or the connection.

Thanks,

Jenny

[chewy]

Hi Jenny,

I don't have access to any other connection I am afraid.

Stuart.

[Sukhi]

Hi chewy

It's a shame you're unable to test it with a different connection. The reason we ask you to do this is to avoid an unnecessary repair, which is the next step and can be arranged here 

Thanks

Sukhi

[bilgeon]

Hi Vodafone team, I'm back again. Had problems connecting new iphone 5 and now since a reset/synch we are back to the poor signal quality. It's like talking to Norman Collier with a dodgy microphone. I can't even hear 121 messages now as they are on and off so much. Help please.

[chewy]

same here - it's not fixed and it's got so bad I've just unplugged the sure signal :smileysad:

[Retired-Kay]

Hi bilgeon, 

Can you try the Sure Signal at a different location? All of the information you've provided is fine so your Sure Signal should work with no problems. 

This leads me to believe it's either a fault with the Sure Signal or an issue with the router. Either way, trying it at a different location will determine the issue. 

Let me know how you get on. 

Kay

[bilgeon]

Hi Kay, sorry for the delay...finding somewhere else to plug the unit in is not as easy as you might think. However I managed to get a connection yesterday and everything worked fine there...so where to now?

Thanks

Bill

[Retired-Simon]

Hi bilgeon

Thanks for your reply and testing this at another location. As it's not a Sure Signal fault or a problem with your line I would suggest in this instance it would be the router. Have you tried it with a different router at all on your home connection?

Hi chris_enfield

It doesn't look like a problem with your line. As we've done with bilgeon, we'll need to rule either one or the other out so if you could try it with a different router at your home address and see how you get on. If you try the Sure Signal on an alternative connection and everything works okay we'll be able to rule out a Sure Signal fault.

Thanks

Simon

[chris_enfield]

Hi Simon.  I have a virgin superhub which combines modem, router and wireless.  My suresignal has been connected to the superhub and working fine for 6 months until about one week ago.  So far as I know there have been no firmware updates that could have affected operation of the sure signal.  As for  connecting to another router I am not sure how that is possible as I only have the virgin super hub.  The situation is so bad that I cannot make or receive calls in my home via the sure signal.  I now have to go down the garden to use my vodafone phone, which is not satisfactory.