Sure Signal Problems

[Dobster22]

My sure signal box doesn't allow me to make outgoing calls from home after I completed the recent apple update on my IPhone 5c. I have been to my local store who advised me to de-register then re-register my sure signal if this didn't allow me to make outgoing calls then to reset the box. I have done all of this and the problem is still there.
I can receiving incoming call/emails/texts etc send e-mails/text etc just unable to make outgoing calls. After resetting & switching my sure signal box off for 30 minutes my phone had one bar of signal and that was when I was in the bathroom upstairs. Out of curiosity I tried to make an outgoing call and this worked (hanging out of the bathroom window may I add) when my iphone wasn't linked to the sure signal.
Not sure if my sure signal just needs a re-boot from Vodafone tech team!!!!!!

[Sukhi]

Hi @Dobster22 

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,

Sukhi

[Dobster22]

I have tried everything on the sure signal thread and I still can not make outgoing calls from my home address.

I have carried out the tests as noted in your post and the results are -
Speed test- 2.18Mbps (download) & 0.66 Mbps (upload)
Ping test - 61ms
External IP Address - 90.205.222.47
Sure Signal Serial number - 40114642578.

Thanks

[Sukhi]

Hi @Dobster22

Everything looks ok with the details you've provided so far.

So that we can take a closer look, please provide your traceroute.

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,

Sukhi

[Dobster22]

Results for VSS Traceroute Command
1 1ms 1ms 1ms ww.router login.com.[192.168.0.1]
2 * * * Request timed out
3 48ms 48 ms 62ms. 02780812.bb.sky.com [2.120.8.18]
4 54ms 51ms 51ms lndgw2.arcor-ip.net [195.66.224.124]
5 51ms 50ms 50ms 85.205.0.86
6-30 all had the following message * * * Request timed out.

Thanks

[DaveCD]

@Dobster22,

Please connect it using a different Ethernet cable and also let us know what lights you're seeing on the Sure Signal.

It's showing as connected from our end and although the internet speeds could have an effect, it looks to be currently working.

DaveCD

[Dobster22]

I have used a different Ethernet cable, switched my sure signal box off, then switched back on again, rebooted my phone and I still cannot make any outgoings calls. Each time a make a call I get the same thing "call failed".

The Sure signal has the two lights showing when I'm trying to call out and just one light when my phone is not in use.

Thanks

[Retired-Laura]

Hi @Dobster22

Try the Vodafone Sure Signal device in a different location so we can check that this is not your connection.

Also make sure that the Sure Signal is being plugged directly in to the router and not through a switch.

Cheers,

Laura

[Dobster22]

I have put my Sure Signal Box in a different location & the Sure Signal is booked directly into the router.

This is getting really frustrating now & as I work from home & need my phone to make calls. My sisters phone is also registered to the Sure Signal box & like me after updating her iPhone she can no longer make outgoing calls from my home address.
Thanks!!

[Ben_H]

Hi @Dobster22

Thanks for confirming the tests.

This is going to need account level access to sort. Please come and chat to us on Live help, so we can get your details securely.

Thanks,

Ben