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Retired-Kay
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 – 1st & 3rd then 2nd & 4th then 1st & 3rd – 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
Hi lee101224,
Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply below including the following information:
Your speed test results from here.
Your ping test results from here.
Your external IP address from here.
The results of a traceroute.
Your Sure Signal serial number:
VSS Traceroute command
On a PC:
Click on Start and select Run
Type CMD into the Run box and press enter/click ok
A black box will appear.
In this box type tracert 212.183.133.177 press Enter
Paste the output of this command into your reply.
This will help us get the quickest possible resolution for you.
Thanks,
Matt B
Hi debbielatham,
Welcome to the eForum.
You’ll need to speak to your ISP as it’s not connecting with our server.
If you could let us know your Sure Signal serial number and we can check this too.
Thanks,
Sarah
Hi
Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.
Your speed test results from here.
Your ping test results from here.
Your external IP address from here.
The results of a traceroute.
Your Sure Signal serial number:
VSS Traceroute command
On a PC:
Click on Start and select Run
Type CMD into the Run box and press enter/click ok
A black box will appear.
In this box type tracert 212.183.133.177 press Enter
Paste the output of this command into your reply.
This will help us get the quickest possible resolution for you.
Thanks
Matt
Moderator
Hi DaveBisgrove,
You can perform a traceroute on an iPad.
You'll need to download an app from the App Store to do this. If you have a quick search online, you'll see plenty to choose from.
Thanks,
Matt B
Hi DaveBisgrove,
Everything you’ve posted looks fine.
What light sequence are you seeing?
If you can let us know your Sure Signal serial number, we can check things further.
Thanks,
Jenny
