Sure Signal Disconnects & Dropping Calls

[SureSignalOwner]

H

I am using a sure signal v 3 with a BT infinity hub. To begin with it would sometimes drop long calls, reboot, then fail to connect calls for while. As a result we moved the location of the sure sjgnal using power line adaptors to reduce wireless interference.

Now during some outbound calls, the line goes silent for a few minutes, then I can hear the callers, but they cant hear me. When I try to reconnect the call, the sure signal reboots and calls fail until it has reset.

The serial number of the sure signal is 40131576320.

Would appreciate any help you can give

[Jenny]

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

Jenny

[SureSignalOwner]

Hi,

Results are below. By the way the sure signal is running very warm, could it be cutting out?

Your speed test results from here.  Upload 38.32 mbps Download 18.56 mbps

Your ping test results from here. Ping 13ms 0%packet Loss

Your external IP address from here. 86.145.148.114

Your Sure Signal serial number: 40131576320

The results of a traceroute.

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

  1     *        *        *     Request timed out.
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6     *        *        *     Request timed out.
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete

[Retired-James]

Hi SureSignalOwner,

Thanks for your post.

Looking at the registration, everything looks fine.

By looking at your traceroute results it looks like you have an active firewall that stops you from doing the traceroute.

Can you deactivate the firewall and run this test again?

As the Sure Signal does work but loses connection it sounds like you may be impacted by this issue that we are currently investigating with BT directly.

James

[SureSignalOwner]

Hi,

Thank you for getting back to me. I've spoken to a colleague who also has the same issue which has been resolved by Vodafone resetting the connection to the Sure Signal Box.

Below are the results of the traceroute run this morning

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

  1    65 ms     1 ms     1 ms  BTHomeHub.home [192.168.1.254]
  2     6 ms     5 ms     5 ms  217.32.147.4
  3     7 ms     7 ms     7 ms  217.32.147.30
  4    11 ms     9 ms     9 ms  213.120.177.82
  5    10 ms     9 ms     9 ms  217.41.168.211
  6    12 ms     9 ms     9 ms  217.41.168.109
  7     9 ms     9 ms     9 ms  acc1-10GigE-0-7-0-5.l-far.21cn-ipp.bt.net [109.159.249.214]
  8    12 ms    15 ms    20 ms  core2-te0-15-0-6.faraday.ukcore.bt.net [109.159.249.161]
  9     9 ms     8 ms    12 ms  peer1-xe8-1-1.telehouse.ukcore.bt.net [109.159.254.191]
 10    13 ms    12 ms    14 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    10 ms    11 ms    10 ms  85.205.116.14
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete

Regards.

[Retired-James]

Hi SureSignalOwner,

Thanks for getting back to me.

This looks a lot better and I can see that it’s reaching our server.

I can also see that the Sure Signal did connect to the server yesterday morning before you posted.

As it worked for your colleague I have re-synced the Sure Signal form this end, please can you also perform a reset once the re-sync has completed if your still having trouble.

Reset your Sure Signal:

-Locate the button on the base of the box next to the Ethernet ports.

-Press and hold the button for approximately 30 seconds.

-Once the lights come back on, release the button.

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

James

[SureSignalOwner · Accepted solution]

Hi James,

Sinc the re synch, the Sure Signal has been working well with no dropped calls.

Thanks for your help.

Best Regards.