Suresignal not working

[StephenWaite]

Hi have the latest suresignal and it has a fair few issues.

The power light remains on, the signal light remains on. 

After a re set it takes nearly an hour before it'll display a signal on my phone.

Once my phone displays a signal it:

Will not make or recieve calls

Sending texts takes 3 or 4 goes

Will not recieve any texts.

iPhone will randomly drop signal even though the sure signal light is still on.

I've contacted customer services and they just direct me to the troubleshooting FAQ. How do I got about getting a replacement item sent to me.

Thanks,

[Retired-Matt_Vo]

Hi 

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

Matt
Moderator

[StephenWaite]

Your speed test results from here. 37.9mb/s

Your ping test results from here. 91ping

Your external IP address from here. 87.115.77.184

The results of a traceroute.

Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation. All rights reserved.

C:\Users\Stephen>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 66 ms 98 ms 99 ms dsldevice.lan [192.168.1.254]
2 15 ms 15 ms 18 ms lo0-central10.ptw-ag04.plus.net [195.166.128.194
]
3 14 ms 13 ms 14 ms link12-central10.ptw-gw02.plus.net [84.93.248.11
8]
4 14 ms 13 ms 13 ms xe-10-0-0.ptw-cr02.plus.net [212.159.1.42]
5 13 ms 14 ms 14 ms ae2.ptw-cr01.plus.net [195.166.129.4]
6 16 ms 15 ms 18 ms LNDGW2.arcor-ip.net [195.66.224.124]
7 15 ms 15 ms 15 ms 85.205.116.10
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.

Your Sure Signal serial number: 40120937616

[Retired-James]

Hi StephenWaite,

Thanks for your posts here.

Looking through the details that you have posted including the information in your original post it does look like the Sure Signal is setup fine.

However, can I ask if you are only having the issues with the iPhone?

Are you able to add another Vodafone number onto the registration to test another phone against the Sure Signal?

Also please can you confirm who your internet supplier is and have you changed the MTU size to 1500 in the router admin panel?

James

[StephenWaite]

It doens't work with any other phones.

MTU is 1500.

Provider is plus.net

[Retired-James]

Hi StephenWaite,

Thanks for the update here.

As the device is showing as connected but you are still having trouble using the service I have sent you a quick PM to allow us to investigate this further and request a replacement Sure Signal if required.

Simply follow the instructions on the PM including an alternative contact number so that one of the team can get in touch with you directly to discuss this further.

You can find your PM inbox here.

James

[jbaly]

Help please!

I got fedup with my V1 box constantly cycling the lights and not working for months that I went out and bough the newer V3 suresignal. Unfortunaltely it does just the same!

External IP: 82.68.108.254

Ping test: 73ms, Jitter 25ms

Speed test: 1.83/0.36, ping 56ms

Tracert:

1 2 ms 2 ms 2 ms 192.168.12.1
2 66 ms 101 ms 101 ms losubs.subs.dsl6.wh-man.zen.net.uk [62.3.83.21]

3 43 ms 61 ms 36 ms no-dns-yet-62-3-86-45.zen.co.uk [62.3.86.45]
4 36 ms 36 ms 36 ms ge-2-0-0-0.cr1.wh-man.zen.net.uk [62.3.80.49]
5 62 ms 102 ms 100 ms ge-3-0-0-0.cr2.th-lon.zen.net.uk [62.3.80.45]
6 47 ms 47 ms 73 ms lndgw2.arcor-ip.net [195.66.224.124]
7 46 ms 45 ms 47 ms 85.205.116.14
8 * * * Request timed out.
9 * * * Request timed out.
10 * etc

SS serial number: 40131161826

I hope you can help...

James

[Retired-Andy]

Hi James,

Thanks for the information you’ve provided, although the figures are a little high on your traceroute, there’s nothing showing that is any cause for concern.

I’ve noticed your upload speed, at 0.36Mbps is very close to the minimum the Sure Signal needs to maintain a stable connection to our servers.

Do you have anything else that’s sharing the connection that may be using up your bandwidth? If you do, can you switch these off and see if your Sure Signal then works? If it does you’d need to contact your ISP (Internet Service Provider) to see about increasing your line speed.

Your Sure Signal connected to our servers today at 01:22 so, to make it’s as up-to-date as possible, I’ve just resynced it for you. To make sure the resync completes, can you perform a factory reset:-

• Press the button on the foot of the device by the Ethernet sockets
• Hold it in for approximately 30 seconds
• When the lights come back on, release the button
• The Sure Signal will come on line in about an hour

Let me know how you go on.

Thanks

Andrew

[jbaly]

Hi Andrew,

I also tweaked the config on my router and all now looks well. Thanks for the help!

I notice that the voice is impacted with other datas traffic, which ports can I put in my QoS priority to give better queuing?

James

[Retired-Dave]

Hi jbaly,

There's no specific port number you can use to prioritise the Sure Signal. Your router manufacturer may be able to advise how you can set the router to give priority to the Sure Signal for you though.

Dave