Sure Signal - Can't Make Outgoing Calls

[MikeM67]

Hi,

I've been unable to make any outgoing calls via Sure Signal over the last few weeks. I'm still able to receive incoming calls.

I've gone through all of the troubeshooting tips on this website (hard reset, etc) and nothing has worked.

Speed test shows 32ms ping, 37Mbps download and 9.4Mbps upload.

Ping test shows 0% packet loss, ping 34ms, jitter 1ms. Grade A.

IP address is 86.164.198.52

Trace route shows:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  192.168.1.254 (192.168.1.254)  1.375 ms  1.030 ms  1.246 ms

 2  * * *

 3  * * *

 4  217.41.216.13 (217.41.216.13)  8.311 ms  7.206 ms  7.328 ms

 5  213.120.176.10 (213.120.176.10)  11.057 ms  18.709 ms  10.945 ms

 6  217.41.168.33 (217.41.168.33)  10.447 ms  10.849 ms  10.471 ms

 7  217.41.168.107 (217.41.168.107)  10.403 ms  10.990 ms  10.449 ms

 8  acc1-10gige-0-1-0-7.l-far.21cn-ipp.bt.net (109.159.249.118)  10.455 ms

    109.159.249.116 (109.159.249.116)  10.317 ms

    acc1-10gige-0-3-0-4.l-far.21cn-ipp.bt.net (109.159.249.120)  10.799 ms

 9  core4-te0-0-0-19.faraday.ukcore.bt.net (109.159.249.47)  10.602 ms

    core4-te0-0-0-18.faraday.ukcore.bt.net (109.159.249.45)  10.806 ms

    core3-te-0-0-0-18.faraday.ukcore.bt.net (109.159.249.41)  11.035 ms

10  peer1-xe8-0-0.telehouse.ukcore.bt.net (109.159.254.173)  11.273 ms

    peer1-xe8-2-0.telehouse.ukcore.bt.net (213.121.193.129)  14.568 ms

    host213-121-193-137.ukcore.bt.net (213.121.193.137)  11.137 ms

11  lndgw2.arcor-ip.net (195.66.224.124)  14.228 ms  14.669 ms  12.472 ms

12  85.205.0.93 (85.205.0.93)  12.168 ms  12.341 ms  12.715 ms

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[MikeM67]

Any chance of a reply to this?

[MikeM67]

Still no reply? Anyone???

[drey_p]

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@MikeM67 wrote:

Still no reply? Anyone???

---

As I am sure you have already seen on the main page of the eForum, the eForum Team aim to respond in 24 - 48 hours or so.

[Retired-Kay]

Hi MikeM67, 

Your traceroute and internet speeds are fine. 

Please let me know what light sequence your Sure Signal is showing and also the serial number. 

Thanks, 

Kay

[MikeM67]

Hi,

The first, second and last lights are displayed. The third light comes on very briefly when making a call, but then I get a "call failed" message on my phone.

Serial number is 21224318424

[aeastham]

Hi,

My suresignal has just started doing nearly exactly the same thing. The call ends after about one second, though it does register on the destiation device. Same thing happens on my wife's phone. Both phones can receive calls via the suresignal and make calls when away from the sure signal.

Two things have changed recently:

1) I have a new BT Homehub 5, though I have mapped the ports 50, 500 and 4500 through and the suresignal has the correct lights on

2) I recently changed to a Vodafone  SIM only contract, though I kept the same actual SIM and phone number

Please can someone from Vodafone comment on this?

Thanks Andy

[MikeM67]

Ditto, I'm also using a BT Homehub 5 and have recenly changed modem. It works fine for several weeks, but then started failing at the same time as the large-scale outage at the end of September / early October.

[Jenny]

Hi MikeM67,

Everything’s looking fine from our end, but your Sure Signal hasn’t connected to our servers since 19 October.

I’ve performed a resync for you today, so please complete this by doing a factory reset:

1. Hold in the reset button until all lights go solid
2. Pull the power lead out with the reset button still pushed in
3. Continue to hold down the reset button and reconnect the power lead
4. Wait for all lights to come on and then release the reset button

aeastham -  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:

1. Click on Start and select Run
2. Type CMD into the Run box and press enter/click ok
3. A black box will appear.
4. In this box type tracert 212.183.133.177 press Enter
5. Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

Thanks

Jenny

[MikeM67]

With respect, Jenny, I've already done all of this. Please see the first message in this thread.