Vodafone SureSignal - no incoming calls

[Aspirins]

I purchased a SureSignal v3 in July and after nearly 4 months of calls to Vodafone it still doesn't allow me to receive any incoming calls or text messages. Outbound calls and messages work fine. One oddity is that if I unplug and plug in the SureSignal, it will allow me to receive one inbound call before it no longer works. I have zero phone signal at home on Vodafone so need this to work.

I have added the SureSignal to the DMZ on the router in order to ensure that there are no ports being restricted at all.

Lights: Solid Red, Solid White, Solid White, Off (unless making outbound call when it is solid white).

In terms of what has been done/tried/seen so far:

1) tracert - done and ok (remote access checked by Vodafone)

2) Resync - loads of times

3) Software update

4) Line check

5) Reboot - phones, router, SS, a second router.

Everytime I call Vodafone support, I am told that either:

1) It is working (it isn't)

2) It needs a resync and then it will definitely work (it doesn't)

3) You are sending an update and then it will work (it doesn't)

4) The postcode isn't registering, it will work in 24 hours (it doesn't)

Four months later and I'm still none the wiser as to what to do next. Are you able to help, please?

42141623670 is the serial number.

Thanks

Andrew

[Ben_H]

Hi Andrew, 

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 Vodafone account notes aren't linked to the eForum).

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,

Ben

[Aspirins]

Thanks Ben.

None of the light sequences on the troubleshooting site match mine, that is:

Power light: solid red

Internet light: solid white

In service light: solid white

In use light: off, or solid white when outgoing call made (as noted, no incoming calls are received). I should add that if I am on an outgoing call (i.e the light is solid white) I can receive incomin calls through call waiting. When not on a call, not incoming calls are received.

In response to your requests:

Speed test: Down: 24.8 Mbps, Up: 15.67 Mbps

Ping test:19ms

External IP: 31.53.48.77

Traceroute

1     2 ms     3 ms     3 ms  192.168.1.1
2     *        *        *     Request timed out.
3     *        *        *     Request timed out.
4    16 ms    14 ms    15 ms  217.41.216.45
5    16 ms    16 ms    17 ms  217.32.147.218
6    17 ms    16 ms    16 ms  213.120.178.69
7    17 ms    16 ms    16 ms  217.41.168.109
8    17 ms    16 ms    17 ms  109.159.249.236
9    23 ms    21 ms    16 ms  core3-te0-2-0-21.f
10    17 ms    16 ms    17 ms  peer1-xe8-1-0.tele
11    17 ms    20 ms    19 ms  lndgw2.arcor-ip.ne
12    18 ms    18 ms    18 ms  85.205.0.86
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

[Aspirins]

Any updates following the above information?

[Retired-Laura]

Hi @Aspirins

I can see that the Vodafone Sure Signal has connected to the Vodafone network 19 November at 2.02am.

Are you still having issues with this?

If you’re still having the same issues, we advise that you try plugging this is directly to your router and not going through a switch.

Have you tried a new Ethernet cable? Please also try the Vodafone Sure Signal in another location.

Cheers,

Laura