Sure Signal diverts call after one ring

[youngdicko]

I have just replaced my router with a TD-W8970 and ever since I have had issues with my sure signal box, my phone logs on but when I get a call the phone rings once then diverts the call to voicemail.

My speed check results are:

Down 6.65mbs

Up 0.36mbs

Ping test 35ms

My IP address is 91.125.84.232

My IPV6 address is ::ffff:5b7d:54e8

my trace root results are:
traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
 1  192.168.1.1 (192.168.1.1)  5.008 ms  1.431 ms  1.318 ms
 2  lo0-central10.pcl-ag02.plus.net (195.166.128.183)  50.469 ms  29.788 ms  27.044 ms
 3  link-b-central10.pcl-gw02.plus.net (212.159.2.166)  26.440 ms  26.205 ms  27.097 ms
 4  xe-10-1-0.pcl-cr02.plus.net (212.159.0.198)  25.903 ms  26.752 ms  25.181 ms
 5  ae2.pcl-cr01.plus.net (195.166.129.6)  25.896 ms
    ae1.ptw-cr02.plus.net (195.166.129.2)  26.298 ms
    ae2.pcl-cr01.plus.net (195.166.129.6)  26.543 ms
 6  ae2.ptw-cr01.plus.net (195.166.129.4)  29.239 ms  26.416 ms
    xe-11-1-0.edge3.london2.level3.net (212.187.201.209)  26.451 ms
 7  vl-3201-ve-128.ebr2.london2.level3.net (4.69.202.177)  32.688 ms  33.083 ms
    te-4-2.car5.london1.level3.net (217.163.45.249)  29.333 ms
 8  ae-51-51.csw1.london1.level3.net (4.69.139.88)  29.017 ms
    ae-42-42.ebr1.paris1.level3.net (4.69.159.86)  33.185 ms
    ae-43-43.ebr1.paris1.level3.net (4.69.159.90)  33.723 ms
 9  ae-118-3504.edge3.london1.level3.net (4.69.166.142)  26.681 ms
    ae-91-91.csw4.paris1.level3.net (4.69.161.90)  33.075 ms  32.853 ms
10  195.50.118.230 (195.50.118.230)  28.171 ms
    ae-3-80.edge5.paris1.level3.net (4.69.168.136)  32.900 ms
    cable-wirel.edge3.london1.level3.net (195.50.124.138)  28.150 ms
11  cable-wirel.edge5.paris1.level3.net (212.73.200.78)  70.579 ms
    cable-wirel.edge5.paris1.level3.net (212.73.200.42)  42.899 ms
    195.2.30.61 (195.2.30.61)  43.962 ms
12  * 195.2.9.193 (195.2.9.193)  38.620 ms  35.951 ms
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I have assigned the sure signal a static IP on the router and forwarded port numbers 50, 4500, 500, 123, 8 and 1723 to the static IP (which I read on another post) and even reset the sure signal box by holding the reset button for 30 seconds and still no joy. 

When I first set the new router up I got a text from vodafone asking me to confirm my address (which I did) so it must be making contact with vodafone.

I have re-booted by phone a few times just in case its the phone (but the other phone registered on the sure siginal is also having the same issues)

I am running out of ideas now so any suggestions would be very welcomed!

My Sure signal serial is 40123250389

Thanks

[Retired-Dave]

Hi youngdicko,

The IP and traceroute are fine. Your upload speed is quite close to the minimum, though.

Make sure you've followed these steps when resetting the box:

• Unplug the ethernet cable from the Sure Signal
• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

Also, what lights are you seeing on the Sure Signal? Do they change when a call transfers to voicemail?

Dave

[youngdicko]

Hi Dave

I have rebooted, using the method you suggested, and waited over an hour for the device to reconnect and I am still having the same issue.

The Sure signal has a the red power light on and the internet signal bars in the circle on.  When I call my mobile this does not change when the phone rings or diverts.  My wife and I are both registered on the device and are both having the same issue.  I should also mention when I try to make a call the phone says call failed.

I will upgrade by network cables to try and help with the speed issues.  Any other suggestions?

Thank you for your help

Youngdicko

[Retired-Ian_]

Hi youngdicko,

Thanks for the update.

The Sure Signal connected to our server yesterday at 18:53.

As well as the cables it might be worth trying the Sure Signal at a different address who has a different ISP than you.

Let us know how you get on.

Thanks

Ian

[youngdicko · Accepted solution]

My sure signal is back on line so just thought I would post a reply in case there are any other people out there with a TD-W8970 that have the same issue.

After spending many many evening messing around forwarding ports, trying the DMZ, turning the firewall off and numerious other methods that all failed it turned out the issue is the TD-W8970 automatically enables bit swap, turn this off and everything works.  This setting is in network>DSL settings.  I am guessing that having this enabled causes data packets to get dropped?  Not really sure, this is a little too technical for me, but hey the sure signal is working again so I am happy!

Thanks for the tech team for your pointers.