Sure Signal V3: Cant receive calls or texts

[SohaibMalik]

Hi,

I got a SS box V3 with my contract update in Jan 2014, since theni  have set it up and tried using it but it doesn't work as far as receiving call\text is concerned. i can still call\texts people.

i have raised complain rgaridng this multiple time but nothing has been achieved as of yet. looking at other SS issues and changes requested by technial team following stuff has already been done.

1. Make sure that your internet connection type is PPPoA

Answer: Yes it is.

2. Verify that you have the following speeds if you have sure signal version 1 or 2 you need download speed of 1 Mbps and upload speed 0.4 Mbps and if you have sure signal 3 you need download speed of 4.58 Mbps and upload speed more than 1.5 Mbps .

Answer: Yes it does fall in the required criteria easily.

3.Test latency by going to www.speedtest.net under ping it should not be more than 120 ms

Answer: Way Less than the stated latency

4. ask your internet service provider to assign a static IP to the Sure Signal Device using the MAC Address on the device. 5. Make sure that the following Standard TCP UDP ports are opened on your router 8, 50, 53, 23,67,68, 123, 500, 4500, 1723 , 33434-33445

Answer: Manually set this up onthe router. Done

6. Make sure that the MTU size is 1500.

Answer: Yes it is.

7. Allow firewall in the router .

(Not sure what this means, but step 5 was done.)

8. Make sure that Space between router and sure signal is more than 1 metre.

Answer: Yes it is 1.4 meter.

9. Set Phone to WCDMA Only.

Answer: Done

Your speed test results

http://www.speedtest.net/my-result/3433131128

Your ping test results from

http://www.pingtest.net/result/95867849.png

Your external IP address from.

94.1.17.231

The results of a traceroute.

Microsoft Windows [Version 6.1.7601]

Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Sohaib.Khalid>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1     2 ms     1 ms     8 ms  SkyRouter.Home [192.168.0.1]

  2     *        *        *     Request timed out.

  3    27 ms    32 ms    39 ms  ip-89-200-131-212.ov.easynet.net [89.200.131.212

]

  4    27 ms    29 ms    26 ms  ae51.edge6.London1.Level3.net [212.113.9.53]

  5    45 ms    32 ms    26 ms  vl-3616-ve-240.csw2.London1.Level3.net [4.69.166

.94]

  6    28 ms    33 ms    25 ms  ae-225-3601.edge3.London1.Level3.net [4.69.166.1

46]

  7    34 ms    30 ms    29 ms  CABLE-WIREL.edge3.London1.Level3.net [195.50.124

.26]

  8    33 ms    29 ms    30 ms  195.2.30.61

  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.

please advice what else needs to be done to fix the issue.

Many thanks,

Sohaib

[Jenny]

Hi Sohaib,

Everything you’ve posted looks fine.

Please can you get back to us with your serial number and we can check this further.

Thanks,

Jenny

[SohaibMalik]

HI Jenny,

the serial number is as below.

IMEI: 40133468989

please let me know whatelse needs to be done to make this work.

Many Thanks,

Sohaib

[Retired-James]

Hi SohaibMalik,

This sounds like the latest firmware hasn’t been applied correctly.

I’ve asked for the firmware to be downgraded and updated again for you which will normally take up to 24 hours to be completed.

You’ll need to leave your Sure Signal switched on and connected whilst it’s processed.

James

[SohaibMalik]

Hi James,

once this is done, do i have to perform a factory reset or restart the SS box?

24 hrs should I check it has worked? or will you guys inform me once its updated

Thanks,

Sohaib

[Ben_H]

Hi Sohaib,

The update went through at 11:18pm last night. 

It's now OK for you to reset your router, then your Sure Signal and then your phone if you're not already back online.

Cheers, Ben

[SohaibMalik]

Hi Ben,

As advised, i shutdown my router, SS Box & Phone and then restarted them as advised. but when i tried callmy own number it went to voicemail straight away.

please advise whatelse needs to be done.

Thanks,

Sohaib

[Sukhi]

Hi SohaibMalik

The other option would be to test the Sure Signal at a different location, maybe take it around to a friend’s house. This will tell us if it’s faulty, in which case I'd recommend a repair.

Thanks

Sukhi