Sure Signal not working at all

[VonnyD]

Hi

We live in the country side and work from home.  Our phones receive calls but no one can hear us and we can't hear people who call us on our Vodafone mobiles.  We have been using Sure Signal and the system hasn't helped the reception of our calls at all.  We are finding that we need to use our landline for our business calls which is costing us a fortune since our calls are to EU and on mobiles.  Please can you help me sort this out?

The sequence of lights on our Sure Signal is as follows: 

Solid red light, solid white internet light and solid white signal light, no mobile phone light

Your speed test results from here.

http://www.speedtest.net/my-result/4564639983

Our download speed is 6.74 Mbps and our upload speed is 0.19 Mbps
Your external IP address from here.

 86.141.25.100

Your Sure Signal serial number:

 42141612111

The results of a traceroute are below

[BandOfBrothers]

Hi

Welcome to the eForum 

Please take a look through these Sure Signal Trouble Shooting threads :

https://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Vodafone-Sure-Signal-troubleshooting/td-p/23917...

http://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Troubleshooting-Please-read-before-posting/td-p/...

as these may help to resolve issues. They have links to the key things you can do to try and self resolve the issue you are experiencing.

It may also be worth trying a different power supply with the SureSignal (Version 1 & 2 ), as there have been some reports of replacement power supplies solving the issues. They are available on eBay for around £10.

FAQs : https://support.vodafone.co.uk/Network-and-coverage/Sure-Signal/

To note the Sure Signal Device comes with a 24 month warranty.

[VonnyD]

Hi

Thanks for getting back to me.  I have worked through all the troubleshooting and nothing seems to help the issue of poor reception when making and receiving calls.

We have Version 3 which is a plug in so I guess the power source fault wouln't apply to this would it?

Thanks again

[BandOfBrothers]

Hi,

You're Welcome 

Yes Version 3 wouldn't apply. 

Hopefully the Tech Team here can take a look for you. 

How old is the device ?

[VonnyD]

Hi

We bought it last August so it is about 1 year old.

Yes, hopefully we can get it sorted since I would hate to give up and jump ship to another provider if I can't get a reception on the phones.

Thanks

[BandOfBrothers]

So at least it's still under warranty if needs be. 

Im sure Vodafone Tech's here will be along soon to help further. 

Hang in there. 

[Sukhi]

@VonnyD

When you're on a call does the fourth light come on? If it's doesn’t this will be down to the low upload speeds. We would recommend testing the Sure Signal at a different location preferably with a different internet connection.

If the light does come on, we have done a factory reset and pushed a software update. This should fix the issue of the poor call quality.

Please leave the Sure Signal on for six hours, after this time restart your phone.

[VonnyD]

Hi Sukhi

Yes the 4th light comes on when we are on a call. 

We did have fantastic call quality after I followed your instructions of leaving the Sure Signal on for 6 hours and restarting our phones.  However, as from this afternoon we have lost all call quality again.

Thanks

Yvonne

[ChazzD]

@VonnyD

This is disappointing to hear. 

Please try connecting your Sure Signal in another location, such as a friend or family member's house. You’ll need to leave it connected for at least 24 hours.

We'll then be able to determine if the problems are specific to your location and router or with the Sure Signal itself.

[VonnyD]

Hi ChazzD

OK I will try this but it isn't that easy to do since they live quite a bit away from us and I also get 4G easy at their house. 

I don't get a reception in our house without the Sure Signal and when it works I can get a crystal clear call but then it stops.

Thanks

Yvonne