Sure signal - signal and voice call problems

[RachRich160]

Over the last few weeks we have really started to have problems with our sure signal. Signal is up and down, the worst problem is the clarity of voice calls- when talking to someone no one can hear us. We have tried resetting it, what else can I do?
Around a year ago we had similar problems and Vodafone reset our box for us.

[Retired-Laura]

Hi @RachRich160

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,

Laura

[RachRich160]

Thanks for your reply, here are the details as requested:

Your speed test results from here.
Ping: 43ms

Download Speed: 6.19Mbps

Upload Speed: 0.36Mbps

Your ping test results from here.

Line Quality: B*

MOS: 4.32

Ping: 48ms

Jitter: 4ms

Server Frankfurt

Distance: ~400miles

ISP: BT

Your external IP address from here.
217.43.93.214

::ffff:d92b:5dd6

The results of a traceroute.

Microsoft Windows [Version 6.3.9600]

(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\Rach>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1   266 ms   199 ms   201 ms  BThomehub.home [192.168.1.254]

  2    27 ms    27 ms    26 ms  213.123.80.186

  3   180 ms   201 ms    25 ms  217.47.71.193

  4    30 ms    36 ms    29 ms  213.1.69.174

  5   222 ms   201 ms   202 ms  217.41.168.103

  6    28 ms    28 ms    28 ms  217.41.168.201

  7    28 ms    28 ms    28 ms  217.41.168.109

  8   172 ms   201 ms   201 ms  acc2-te0-4-0-9.l-far.21cn-ipp.bt.net [109.159.25

5.204]

  9    28 ms    30 ms    28 ms  core3-te0-0-0-20.faraday.ukcore.bt.net [109.159.

249.169]

 10    28 ms    30 ms    28 ms  peer1-et-1-1-0.telehouse.ukcore.bt.net [213.121.

193.161]

 11    45 ms    31 ms    32 ms  lndgw2.arcor-ip.net [195.66.224.124]

 12    30 ms    30 ms    29 ms  85.205.0.93

 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.

Your Sure Signal serial number:

 40132745908

[RachRich160]

Hi Laura,

I posted my findings on Friday, any suggestions?

I am now getting call failed, have reset the SUre Signal too.

Thanks

[Apple_Fanboy]

Hi RacheRich

It looks like there is an issue with your Local Network (router) or your Internet connection

Your Speed Test

Ping: 43ms

Download Speed: 6.19Mbps

Upload Speed: 0.36Mbps

The upload speed for your connection appears to be low, do you have lots of computers, laptops, games consoles or phones connected? The upload speed is just on the edge of what is required for the Sure Signal to work.

If you do have other devices connected you could try turning them off, resetting your router then trying to make a call to see if that's where the problem is.

Also your trace route shows some issues with your Internet provider

Your Trace Route

  1   266 ms   199 ms   201 ms  BThomehub.home [192.168.1.254]

  3   180 ms   201 ms    25 ms  217.47.71.193

  5   222 ms   201 ms   202 ms  217.41.168.103

  8   172 ms   201 ms   201 ms  acc2-te0-4-0-9.l-far.21cn-ipp.bt.net 

As you can see those hops/steps on the route are having issues which will a cause slow/poor quality connection which with a voice call will cause the sound quality to be very poor. Hop 1 having such a large amount of lag when this is simply your wire/wi-fi connection from your PC/Laptop to your Router may be the source of the problems.

So in summary i would

1. Turn off all other devices and retest. it may be the amount of connections slowing things down

2. Restart your Router and retest. It may be your Router is on the way out, you could also try a different router if available.

3. Contact your Internet Provider and provide them with the Trace Route you posted here. It is probably a poor quality line causing the issue.

Thanks

[RachRich160]

Thanks Laura.

After speaking to BT, they have changed the channel on our BT router and also we have disconnected some appliances connected the internet. I am still having huge problems with receiving phone calls, calls failing- worse than before. What else can I do?

I have just gone to add a new phone number to the SUre Signal and I have noticed it is no longer under my account, where has it been moved too?

Thanks,

Rachel

[Gemma]

Hi everyone,

@RachRich160 – Please post your latest speed test results.

Through your My Vodafone account, next to the main number select ‘Manage’ – ‘Account Services’ and then ‘Manage Services’.

This will then give you the option to select ‘Sure Signal’.

@sam361 – Welcome to our eForum!

The upload speed you’ve posted is low.

You’ll need to talk to your internet provider regarding this.

It’s also worth disconnecting any other devices in the house, that are using the internet, to see if this is having an impact.

[RachRich160]

@Gemma

Thank you for your response. Here are the details:

Speed Test Results:

Ping: 45ms

Download Speed: 5.96Mbps

Upload Speed: 0.36 Mbps

Ping Test:

Line Quality: B*

M0S: 4.32

Ping: 34ms

Jitter: 7ms

IP Address: 217.43.93.214

Microsoft Windows [Version 6.3.9600]

(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\Rach>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     3 ms     1 ms     1 ms  BThomehub.home [192.168.1.254]

  2    66 ms    67 ms    69 ms  213.123.80.186

  3    62 ms    68 ms    66 ms  217.47.71.193

  4    89 ms    66 ms    67 ms  213.1.69.174

  5    82 ms    95 ms    97 ms  217.41.168.103

  6    80 ms    61 ms    65 ms  217.41.168.201

  7    96 ms    62 ms    63 ms  217.41.168.109

  8    98 ms    61 ms    64 ms  acc2-te0-4-0-9.l-far.21cn-ipp.bt.net [109.159.25

5.204]

  9    96 ms    64 ms    62 ms  core3-te0-0-0-20.faraday.ukcore.bt.net [109.159.

249.169]

 10    85 ms    62 ms    64 ms  peer1-xe0-0-0.faraday.ukcore.bt.net [213.121.193

.161]

 11    71 ms    68 ms    96 ms  lndgw2.arcor-ip.net [195.66.224.124]

 12    72 ms    67 ms    67 ms  85.205.0.93

 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.

[Gemma]

@RachRich160

Your upload speed is still the same as before, which is low for what the Sure Signal requires.

This will be impacting the quality of your calls and service.

[anandsoftengg]

Hi Gemma,

I have Voice Quality Issues with my sure signal.

Please find below details..

Ping : 12MS
Download : 32.17
Upload : 2.43
ISP provider : Virgin Media

PING test:

Line Quality: C*
MOS: 4.27
Ping: 53ms
Jitter: 35ms
Server Coventry
Distance: ~50miles
ISP: Virgin Media

External IP Address: 82.44.220.13

VSS Traceroute command:

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\****> tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 15 ms 28 ms 29 ms 10.95.116.1
2 333 ms 30 ms 30 ms haye-core-2a-ae6-647.network.virginmedia.net [80
.3.177.209]
3 45 ms 30 ms 35 ms haye-core-2b-ae1-0.network.virginmedia.net [80.3
.176.178]
4 268 ms 161 ms 150 ms brhm-bb-1c-ae11-0.network.virginmedia.net [62.25
3.174.185]
5 * 226 ms * tcl5-ic-2-ae0-0.network.virginmedia.net [212.250
.15.210]
6 37 ms 84 ms 42 ms ldngw1.arcor-ip.net [195.66.224.209]
7 40 ms 38 ms 46 ms 85.205.0.86
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
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.

Thanks,

Anand