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

[Alib]

Hi again,

just had another thought ... You mentioned that I would only get a solid power  light if I'd lost connection. What I get is still 3 green solid lights but the mobile connection one goes out...is this correct?

thanks

alib 

[markhill79]

After thinking i have solved this problem the Vodafone Sure Signal does not work.

I have 120Mb Virgin Broadband with 10Mb Upload, I cannot have a decent call.  I have 7 handsets with Vodafone and I am ready to cancel to move back to O2 who have no signal issues.

Please can someone from vodafone contact me as I am really having issues here.

Regards

Mark

[Ben_H]

Hi markhill79,

Thanks for the update. As it's been a few weeks since your previous issue was solved by changing channels on the hub, so could you repost your tests from the templates for me so that we can take a fresh look? Your original results are here if you need the templates again; I just want to rule out this being a seperate issue.

Cheers, Ben

[Alib]

Ive had my Sure Signal box for over 2 years & now thinking of leaving vodafone as my box has worked very intermittently over this time. I still don't always recieve phone calls & I never use it for important calls as neither myself nor the caller can hear each other half of the time. I also lose connection during calls & constantly have to phone back which is useless when you're phoning a call centre. I've opened the necessary ports & all the correct lights flash. I have a good internet connection & many wireless things work great with my bt homehub. Please help.

[TDLSystems]

Hi

I am experiancing very poor call quality issues. I have Virgin cable and 100mb connection, yet at certain times of the day people complain they can not make out what I am saying, I can hear perfectly well. My wifes phone is also connected and suffers the same issues

I have tried contacting Virgin but I was put through to the Indian call centre, the person there had never even heard of the Suresignal device so was little help.

Any help would be much apreciated.

Mark Taylor

[Ben_H]

Hi Mark,

Thanks for the heads up. Can you do me a quick favour and follow the troubleshooting guide here for me? If you could post the results back here as a response we'll be happy to investigate the data for you.

Cheers, Ben

[TDLSystems]

Here are the results.

Regards

Mark

http://www.speedtest.net/result/2387986767.png  

[Retired-Lee]

Hi dkat76,

Thanks for the speedtest.

The upload speeds are causing the outbound traffic (your side of the conversation) to break up. You'll need to contact your ISP to see if they can increase the speeds. The minimum upload speed needs to be circa 0.33Mbps for the VSS to be able to handle a call successfully without any audio quality issues.

Hey TDLSystems,

Thanks for the information.

Your speeds are fine. Can you confirm who your ISP is and what firmware version your router/hub is using?

Cheers,

LeeH

[TDLSystems]

Hi Lee

My ISP is Virgin Media.

The router is the Superhub with firmware V2.37.01 which I beleive is the latest version.

Regards

Mark

[Retired-Andy]

Hi TDLSystems,

Thanks for the information, I've done some checking and you're correct with it being the latest firmware. Are you still encountering the call quality issue? Have you tried the suggestion made by markhill79 in his post above? If not could you give it a try and let me know how you go on?

If the suggestion doesn’t work for you, can you post your Sure Signal serial number please and we can investigate further.

Let us know how you go on.

Thanks

Andrew