Sure Signal full signal but can't receive calls or texts

[bottleofred]

Hi,

I have been experiencing problems receiving calls and texts with 2 phones for 15 days now. I have spoken to the technical support team pretty much every day to try to reach a resolution to this problem and have been fobbed off repeatedly. Lights 1, 2 & 4 are all permanently lit and light 3 flashes when a call is being made. Both phones ( a Nokia 6700 slide and a Motorolla Razr) always worked well before on the sure signal box (it has been installed since August 2010) until recently. When away from the suresignal box, both phones work fine. The serial number of the sure signal box is 21224729877. My broadband provider is BT and the current hub is a homehub 3. One of the technical support team suggested this hub isn't compatible with suresignal, so I changed back to the homehub 2 and it made absolutely no difference. This appears to be a well known fault that suresignal has, yet Vodafone appear to be in denial about it! Can someone please help me resolve this matter. I have been through many factory resets and apparently the firmus software was upgraded also! I read on other threads that changing the postcode the suresignal box is registered to can resolve this problem. This was tried on Friday night for over 12 hours as I contacted one of the tech team and then called on Saturday morning to reinstate the previous postcode. While a message someone had sent me on Friday did come through at the house, this only worked temporarily.

Can someone please help to resolve this matter?

Thanks

Colin

[Sukhi]

Hi bottleofred 

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

[bottleofred]

Hi Sukhi,

Ping is 49MS

Download speed 0.40 bits per second

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133 over a maximum of 30 hops: 1 2 ms 3 ms 2 ms BThomehub.home [192.168.1 2 35 ms 36 ms 36 ms 217.32.97.122 3 303 ms 34 ms 34 ms 217.32.97.161 4 45 ms 43 ms 43 ms 213.1.69.154 5 * 42 ms * 31.55.165.183 6 * 44 ms 44 ms 31.55.165.107 7 42 ms * 42 ms acc1-10GigE-4-1-2.mr.21cn 0.112] 8 49 ms 52 ms * core2-te0-13-0-16.ilford. 250.38] 9 50 ms 49 ms 50 ms peer1-xe3-0-1.telehouse.u 54.219] 10 51 ms 53 ms 52 ms lndgw2.arcor-ip.net [195. 11 51 ms 51 ms 51 ms 85.205.116.6 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. C:\Users\Monica's>

Thanks

Colin

[Retired-Dave]

Hi bottleofred,

I think I can see where the problem is.

On the traceroute, each step needs to be no more than 200ms. Any more and the Sure Signal will time out.

Step 3 goes as high as 303ms, so I'd recommend speaking with your Internet Service Provider (ISP) to get them to check what's causing that.

Dave

[bottleofred]

Hi Dave,

I have been informed by my ISP that this should not affect the way the suresignal box works! As Vodafone have tried pretty much everything else to correct this fault, is it possible for me to get a new suresignal box to try?

[Retired-Andy]

Hi bottleofred,

If any hop is greater than 200ms this will cause the Sure Signal connection to drop.

Your traceroute does have some timeouts showing as well as the 303ms on hop 3.

Looking at the information you gave, your download speed shows as 0.40 bits per second.

A Sure Signal version 1 needs a minimum download speed of 1Mbps and minimum upload speed of 0.3Mbps.

Can you re-run the tests from here please and post back both your upload and download speeds?

It isn’t possible to send you a new Sure Signal to try but try your current unit on a different internet connection, that of a friend or family member.

Let me know how you go on.

Thanks,

Andrew

[bottleofred]

Hi Andrew,

Download Speed is 1.45Mbps

Upload Speed is 0.36Mbps

The Suresignal box still has the 3 lights displayed and outgoing calls and texts are still possible, but nothing incoming. I would appreciate this matter being resolved.

Thanks

[Jenny]

Hi bottleofred,

Have you been able to test this on another connection as Andy suggested above?

If so, how did you get on?

Also, let us know the results of another traceroute because if the hops are still around 300ms, you’ll need to talk to your internet service provider.

Thanks,

Jenny

[bottleofred]

Hi,

Following conversations with your colleagues, I have been advised that the BT home hub 3 has been causing interference with the suresignal box. I have changed to a BT home hub 4 and there is absolutely no difference, as we still cannot receive incoming texts or calls, with the exception of texts from vodafone! When is someone at Vodafone going to admit that this is a problem at their end that many customers have been subjected to and I am still suffering?

[DaveCD]

Hi bottleofred

We've many users enjoying the service provided by the device.

Have you tried the suggestions made by Andy?

This will help establish if it is the connection or device is at fault.

Also, has it been possible to speak to your ISP, to see if they can increase your speeds?

DaveCD