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.

[sam361]

Hi All

Been talking to the world all day (sorry, BT & Vodafone) and still the same problem i.e. we can hear them, they struggle to hear us, yet it all worked fine for years! Here's a traceroute John (got bored eventually so stopped it!) 

Traceroute has started…

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets
1 btbusinesshub (192.168.1.254) 14.161 ms 2.091 ms 2.280 ms
2 host81-148-96-1.in-addr.btopenworld.com (81.148.96.1) 92.383 ms 99.010 ms 101.653 ms
3 213.120.178.141 (213.120.178.141) 102.594 ms 107.906 ms 106.299 ms
4 213.120.177.98 (213.120.177.98) 104.660 ms 108.102 ms 102.136 ms
5 213.120.178.67 (213.120.178.67) 104.131 ms 102.070 ms 100.443 ms
6 217.41.168.107 (217.41.168.107) 106.481 ms 99.633 ms 102.793 ms
7 acc1-te0-0-0-20.l-far.21cn-ipp.bt.net (109.159.249.92) 108.019 ms 95.691 ms 107.032 ms
8 core3-te0-9-0-19.faraday.ukcore.bt.net (109.159.249.39) 103.331 ms
core4-te0-0-0-18.faraday.ukcore.bt.net (109.159.249.45) 94.508 ms
core3-te0-0-0-19.faraday.ukcore.bt.net (109.159.249.43) 100.402 ms
9 peer1-et-1-1-0.telehouse.ukcore.bt.net (213.121.193.161) 108.549 ms
peer1-xe1-0-0.faraday.ukcore.bt.net (213.121.193.165) 95.807 ms
peer1-xe0-0-0.faraday.ukcore.bt.net (213.121.193.161) 95.981 ms
10 lndgw2.arcor-ip.net (195.66.224.124) 108.006 ms 94.385 ms 104.133 ms
11 85.205.0.86 (85.205.0.86) 107.792 ms 102.791 ms 104.961 ms
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Plus, I've attached some updated speed tests via BT!

Please help!!!

[Mark]

Hi all,

Thank you for you Trace tests relating to your Sure Signals.

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply below including the requested information.

@anandsoftengg

To enable us to look into this for you we need your Sure Signal serial number.

@sam361

So we can look further into your problem we will require you IP address and Sure Signal serial number.

[sam361]

Mark not sure how these thread things work but have already provided this info in a previous thread.... looks like you've just got involved.... please refer to previous data thank you

[Apple_Fanboy]

Hi Sam

Its still an issue with your internet providor, Your upload speed is very low and all of the hops on your traceroute are close to or over 100ms which is causing the poor quality.

Below is your Traceroute (tided up a bit) as you can see the only step that is OK is the connection from your computer to your Router...Your ISP needs to look at this and fix it as it should be causing other issues for you like slow Internet browsing, videos buffering etc.

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets
1-  btbusinesshub (192.168.1.254) 14ms 2ms 2ms
2 - host81-148-96-1.in-addr.btopenworld.com (81.148.96.1) 92ms 99ms 101ms
3 - 213.120.178.141 (213.120.178.141) 102ms 107ms 106ms
4 - 213.120.177.98 (213.120.177.98) 104ms 108ms 102ms
5 - 213.120.178.67 (213.120.178.67) 104ms 102ms 100ms
6 - 217.41.168.107 (217.41.168.107) 106ms 99ms 102ms
7 - acc1-te0-0-0-20.l-far.21cn-ipp.bt.net (109.159.249.92) 108ms 95ms 107ms
8 - core3-te0-9-0-19.faraday.ukcore.bt.net (109.159.249.39) 103ms
core4-te0-0-0-18.faraday.ukcore.bt.net (109.159.249.45) 94ms
core3-te0-0-0-19.faraday.ukcore.bt.net (109.159.249.43) 100ms
9 - peer1-et-1-1-0.telehouse.ukcore.bt.net (213.121.193.161) 108ms
peer1-xe1-0-0.faraday.ukcore.bt.net (213.121.193.165) 95ms
peer1-xe0-0-0.faraday.ukcore.bt.net (213.121.193.161) 95ms
10 - lndgw2.arcor-ip.net (195.66.224.124) 108ms 94ms 104ms
11 - 85.205.0.86 (85.205.0.86) 107ms 102ms 104ms

Thanks

John

[Mark]

@sam361

When you’ve contacted your Internet Provider as advised by @Apple_Fanboy. If you still are unable to use your Sure Signal, please provide an updated speed and trace test so we can look into this further.

We also still require you IP address and Sure Signal serial number as these are not provided in any of your 3 posts.

[Apple_Fanboy]

Hi Sam

Your Internet appears to be the source of the problem, your upload speed is low at 0.18Mbps and a ping of 168ms will be causing the poor quality sound your experiencing.

Could you post a traceroute result so i can see if there is anything obvious?

Thanks

John

[sam361]

Hi Laura

I am experiencing the same problem too; it has worked fine for years and just in the last week nobody can hear us but we can hear them perfectly well!

Attached you will find our speed test and ping test, not sure I am willing to publish our IP address!!!

Look forward to your advice.

Thank You