Sure signal 1 isnt receiving calls or texts on 2 phones

[PaulineOwen]

My Suresignal 1 has been fine up until 2 weeks ago when 2 out of three phones registered to it stopped receiving texts and calls.  Texts come through as soon as we turn off the Suresignal or leave the house.  I have reset the sure signal and both phones.

Here are the stats:

download 17.37 Mbps Upload 0.74 Mbps
Ping test
28ms jitter 2ms
IP address 86.164.156.3

Serial number 21224345062

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

  1     3 ms     2 ms     2 ms  BThomehub.home [192.168.1.254]
  2     8 ms     7 ms     7 ms  217.32.147.3
  3     8 ms     8 ms     8 ms  217.32.147.46
  4    11 ms     9 ms     9 ms  213.120.176.34
  5     9 ms     8 ms     9 ms  217.41.168.207
  6    10 ms    11 ms     9 ms  217.41.168.109
  7    11 ms    12 ms     9 ms  109.159.249.250
  8    11 ms     9 ms     8 ms  core1-te0-7-0-14.faraday.ukcore.bt.net [109.159.
249.163]
  9    10 ms     9 ms    10 ms  host213-121-193-99.ukcore.bt.net [213.121.193.99
]
 10    10 ms     9 ms    10 ms  t2c3-xe-1-1-2-0.uk-lon1.eu.bt.net [166.49.211.18
0]
 11     9 ms    10 ms     9 ms  166-49-211-254.eu.bt.net [166.49.211.254]
 12    11 ms     9 ms    11 ms  ae14-xcr1.lnd.cw.net [195.2.30.113]
 13    12 ms    12 ms    12 ms  ae6-xcr1.bkl.cw.net [195.2.10.242]
 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.

[Retired-James]

Hi PaulineOwen,

Thanks for your post.

Everything looks fine with the registration apart from a location change that’s been detected.

I’ve updated this for you now, please can you make sure that the Sure Signal is switched on and connected as it’s currently not in contact with us.

What light sequence are you currently seeing?

What router are you using?

Also please perform a factory reset on the Sure Signal.

-Hold in the reset button until all lights go solid

-Pull the power lead out with the reset button still pushed in

-Continue to hold down the reset button and reconnect the power lead

-Wait for all lights to come on and then release the reset button

James

[PaulineOwen]

Hi
Thanks for the post. I have switched the Sure Signal on and tested it, then performed the factory reset as per your instructions. We are still unable to receive texts and calls on the 2 affected phones (HTC one and a Blackberry). Both were fine until 10 days ago.

The router is a BT Homehub 4 which we have had for a while.
Lights 1,2 and 4 are on.
What's next?

[Ben_H]

Hi PaulineOwen,

Thanks for confirming those details.

I'm going to push a manual firmware update to your Sure Signal, so please leave it connected for the next24 hours.

Then turn both of the phones off and on again. If they don't work straight away, give the Sure Signal another quick factory reset for me.

Cheers, Ben

[PaulineOwen]

Hi
The suresignal was not turned on during the day as we need to be able to receive texts for work . I turned it on at 5pm, left it on for 24 hours, turned the phones off and on and did another factory reset. It is still not working . Can you tell if the firmware update happened?

[Jenny]

Hi PaulineOwen,

I’ve check your serial number and this is showing that this has been updated.

Is everything working OK now?

Thanks,

Jenny

[PaulineOwen]

Hi
Thanks for checking. No,calls to all our phones now go to voicemail despite having full signal, and we don't receive texts. I have reset the sure signal again and all the phones.

[Retired-James]

Hi PaulineOwen,

Thanks for getting back to us.

From what you’ve said it sounds like the software update hasn’t been applied correctly.

I’ve asked for this to be downgraded and upgraded again remotely which will take up to 24 hours to take affect.

Please leave the Sure Signal switched on and connected over the next 24 hours whilst this is completed.

James

[PaulineOwen]

Hi
Unfortunately, as we work from home and rely on our phones we are having to turn off the sure signal during the day, because we are missing calls. I can only turn it on after 5pm until 9am the next day. I will do that today.p

[PaulineOwen]

We still aren't receiving texts or calls. I have tried phoning the support team, but they wanted me to open ports and I have no idea how to do this, even with BTs finest help.....
Can you check to see if the firmware update went in properly yesterday?
Should I reset it again?