Sure Signal issue I can hear other person but they cannot hear me at all

[jeharlow]

My Sure signal is causing me issues, it works fine for a few days and then all of a sudden people say they can not hear me and its sounds like a darlek and i can hear them perfrectly. This happens to all users atttached to my sure signal. My broadband is fine with a high connection speeds and after i reset the unit it works fine again. Please someone help me as it is really doing my head in

James 

[Retired-James]

Hi jeharlow,

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

James

[jeharlow]

Speed test is 14.51 Mbps

Ping is 30ms

External IP is 90.202.8.113

Traceroute on mac is

Jamess-MacBook-Pro:~ jamesharlow$ traceroute 212.183.133.177
traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 skyrouter.home (192.168.0.1) 5.239 ms 1.293 ms 1.293 ms
2 * * *
3 02780842.bb.sky.com (2.120.8.66) 34.771 ms 29.136 ms 32.618 ms
4 89.200.131.183 (89.200.131.183) 30.037 ms 32.755 ms 31.824 ms
5 bu4.gr10.telon.uk.easynet.net (89.200.135.145) 28.363 ms 28.934 ms 29.536 ms
6 amdgw1.arcor-ip.net (195.69.145.123) 48.108 ms 42.776 ms 36.804 ms
7 92.79.213.137 (92.79.213.137) 45.319 ms 53.559 ms 48.031 ms
8 85.205.116.10 (85.205.116.10) 62.304 ms 60.087 ms 58.632 ms
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * * *
29 * * *
30 * * *

Serial number is 4011035586

[Jenny]

Hi jeharlow,

Thanks for getting back to us.

Your IP address and traceroute are both fine.

The serial number you’ve provided isn’t valid, can you double check this for me?

Please can you also get back to us with both your upload and download speeds and we can look into this further.

Thanks,

Jenny 

[jeharlow]

Jenny,

Download speed is 14.51
Upload is 1.1
Serial is 40111035586

Thanks

James

[Retired-Lee]

Hi there jeharlow,

Thanks for your post.

Normally bad audio quality is down to poor speeds. Outbound call quality is specifically to do with upload speeds. In your case everything looks fine.

If you've got other devices connected to your router, for example laptops, mobiles or tablets amongst other things, try turning them all off and make an outbound call.

If the problem goes away then I expect it's something to do with the bandwidth being shared by other devices. If your router support it, you can move the VSS further up (preferably to the top) of a priority list. You'll need to speak to the router manufacturer for help with this, or check the user manual.

Let me know how you get on.

Cheers,

LeeH

[jeharlow]

Thanks for this I tried this and disconnected all other devices so it was just the sure signal connected and the quality was still bad it does this all the time until I reset it then it clears for a few days and then goes bad again. It's really frustrating me now

[Jenny]

Hi jeharlow,

Thanks for getting back to us.

How old is your router?

I recommend you try using your Sure Signal on another connection and with a different router so that we can check if this is due to the connection or the Sure Signal.

Let me know how you get on.

Thanks,

Jenny

[jeharlow]

Jenny,

Only a few months I also tried my brothers router and still the same (even tried diff Ethernet cables), my sure signal is about a year old if that helps. I hope you can help me with this.

James

[Retired-Andy]

Hi jeharlow,

Thanks for your reply, I’ve checked our systems and can see that your Sure Signal connected to our servers just before 20:30pmm last night. Did you test your brother’s router on your connection, or your Sure Signal on his connection with his ISP?

If you tried it on your connection, can you try the Sure Signal on his connection? If you still encounter the came call quality problem, then it would indicate that the Sure Signal itself may be faulty, so I’d recommend you consider sending it for repair.

If the Sure Signal works on your brother’s internet connection, this would tend to indicate that there may be something at your home location that’s preventing the Sure Signal from working correctly.

To make sure your Sure Signal is up-to-date, I’ve just performed a resync for you. To make sure the resync completes, can you perform a factory reset:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• The Sure Signal will come online in around 1 hour.

Let me know how you go on.

Thanks

Andrew