dropping calls repeatedly through suresignal

[cunderwood74]

Please help after a period of relative stability with Sure Signal and Vodafone. I have been experiencing consistent dropping out of calls about 2-3 mins into the call with sure signal. 

I have a stable internet connection for all other activity which suggests to me that there is something else afoot. I have re-synched from my end a number of time and still no improvement. 

Help please. 

[cunderwood74]

Sorry should just add my test results:

Speed: 

Ping 10ms

download 3.43mbps

upload 3.46 mbps

Ping:

Ping 12ms

Jitter 1ms

Packet loss 0%

Ext IP:

213.218.195.251

Serial Number:

40132741873

Tracer Route:

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

C:\Users\Charlie Underwood>tracert212.183.133.177
'tracert212.183.133.177' is not recognized as an internal or external command,
operable program or batch file.

C:\Users\Charlie Underwood>tracert 212.183.133.177

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

1 1 ms 1 ms 1 ms 192.168.1.1
2 1 ms 1 ms 1 ms 213.218.195.130
3 4 ms 1 ms 1 ms 213.218.195.129
4 136 ms 8 ms 8 ms 213.218.194.116
5 9 ms 8 ms 8 ms 88.215.57.238
6 10 ms 8 ms 8 ms 88.215.62.217
7 8 ms 8 ms 8 ms ge-7-12.car1.London1.Level3.net [212.113.8.173]

8 9 ms 8 ms 11 ms ae-52-52.csw2.London1.Level3.net [4.69.139.120]

9 8 ms 8 ms 8 ms ae-231-3607.edge4.London1.Level3.net [4.69.166.2
5]
10 25 ms 27 ms 36 ms 195.50.122.66
11 23 ms 23 ms 23 ms 85.205.116.14
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.

C:\Users\Charlie Underwood>tracert212.183.133.177

[Retired-Kay]

Hi cunderwood74, 

Your traceroute is fine. 

I can see your Sure Signal updated with our servers this morning, can you confirm if it's now working? I'll do a resync just in case, please do a reset to complete the process;

-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

Thanks, 

Kay

[cunderwood74]

Thanks for your reply.

If I perform a reset the process does not work as you outline below. I hold the reset button down for 30 secs + then release and all the lights go out except for the red power light then the first light slowly flashes for 30 minutes + then eventually I get two lights on solid and it will work for a while then drop out again. 

I have tried to follow your process set out below but the lights do not work in the way that you describe. 

[cunderwood74]

I am still having the same problem with calls being dropped by the sure signal losing connection. This has happened 3 times in the last 30 minutes. 

Can I have some help please?

[Retired-Andy]

Hi cunderwood,

The reset process you describe is correct for a version 3 device.

Your Sure Signal connected to our servers yesterday at 21:02, are you still seeing regular call drops?

If you are, do you have any other devices using your internet connection?

If you do, disconnect them and see if this solves things for you.

If not, the next thing would be to try the Sure Signal on a different internet connection.

Let me know how you go on.

Cheers,

Andrew

[cunderwood74]

Hi,

I am still seeing regular call drops, scrambled noises on the line and generally appaling telecommunications. I have no other devices other than a laptop wirelessly connected to the same router. This has always been the case prior to these problems. 

I have no other internet connection that I can connect it to. 

All in all deeply unsatisfactory and hugely irritating. 

[Retired-Andy]

Hi cunderwood74,

Thanks for getting back to me.

There is something else you can try to see if it helps your signal, which is to check and make sure the following ports are open/forwarded on your router.

Port Number

8          TCP      UDP    

50         TCP      UDP    

53         TCP      UDP      

67                     UDP                                                                

68                     UDP    

123                   UDP    

500                   UDP    

1723     TCP      UDP    

4500                 UDP    

33434 - 33445    UDP    

Let me know if anything changes and what lights are showing on your Sure Signal.

Cheers,

Andrew