Sure Signal problem - can't receive incoming calls or text messages

[Pannec]

Hi
My husband and I are both on Vodafone and due to poor reception purchased the sure signal box about 3 years ago. Never really had any,issues with it. Both mobiles are not receiving incoming calls or text messages when in the house with sure signal. When we are away or the sure signal is switched off, we are receiving incoming calls and text messages.
I have tried going through the threads online, rebooting the sure signal box x4, the tech team have tried rebooting and I have just changed the postcode and back.
The serial number is 21196900928
The download speed is 3.09 and upload 0.77

Please can you advise as I use this sure signal for on call purposes as I can't get a signal otherwise.
May thanks

[Pannec]

Sorry subject in previous message was wrong

[Jenny]

Hi Pannec,

I’m sorry to see you’re having problems with this.

Everything looks ok from what you’ve posted and your Sure Signal looks fine at our end.

So that we can look into this further, please get back to us with the following: 

• Your ping test results from here.
• Your external IP address from here.
• The results of a traceroute.

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,

Jenny