iPhone 5 call drops off with VSS

[iancoutts]

Hi,

My SS device (v2) is working as lights are steady and I do receive a full signal most if the time. However, when making or receiving a phone call, the call gets disconnected after about 2-3 minutes, although phone signal is still showing 5 bars. Both me andy wife have this phone and its happening with both of us. Without the SS at home I have virtually no reception. Phones work fine without any issue outside of our property. There's no load on the broadband either.

I have been reading in forum below that same issue was resolved by resyncing the SS.

http://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/iPhone-5s-call-drops-off-with-VSS/td-p/2369468

Cheers

Ian

[Retired-Laura]

Hi @iancoutts  

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

[iancoutts]

Hi Laura

This is what I am seeing  ...

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  192.168.0.1 (192.168.0.1)  33.913 ms  0.318 ms  0.257 ms

 2  192.168.36.1 (192.168.36.1)  0.487 ms  0.479 ms  0.445 ms

 3  * * *

 4  * * *

 5  217.41.217.45 (217.41.217.45)  6.506 ms  6.287 ms  5.896 ms

 6  212.140.235.82 (212.140.235.82)  9.357 ms  9.198 ms  9.320 ms

 7  31.55.164.207 (31.55.164.207)  8.912 ms  9.524 ms  9.345 ms

 8  31.55.164.109 (31.55.164.109)  9.851 ms  9.567 ms  9.368 ms

 9  109.159.248.215 (109.159.248.215)  9.548 ms

    109.159.248.213 (109.159.248.213)  9.805 ms

    109.159.248.211 (109.159.248.211)  9.604 ms

10  109.159.248.48 (109.159.248.48)  16.484 ms

    109.159.248.54 (109.159.248.54)  15.430 ms

    109.159.248.52 (109.159.248.52)  18.844 ms

11  host213-121-193-152.ukcore.bt.net (213.121.193.152)  13.575 ms

    peer1-xe0-1-0.telehouse.ukcore.bt.net (109.159.254.132)  15.974 ms

    peer1-xe4-1-0.telehouse.ukcore.bt.net (213.121.193.152)  14.144 ms

12  lndgw2.arcor-ip.net (195.66.224.124)  18.094 ms  18.285 ms  15.604 ms

13  85.205.0.86 (85.205.0.86)  16.539 ms  15.504 ms  15.433 ms

14  * * *

15  * * *

16  * * *

17  * * *

... (this bit just keeps going with 3 *s)

Thanks 

Ian

[DaveCD]

@iancoutts

From the traceroute I can see the signal is hitting our servers although from steps 3 and 4 I'd recommend trying a new Ethernet cable.

Please ensure the following ports are open on your router (your internet service provider (ISP) can help with this):

Ports to be opened for forwarding

• 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)

IP addresses to be allowed on the router & firewall

• 183.133.177-179
• 183.133.181-182
• 183.131.128-191

So we can take a look from this end, please provide the Sure Signal serial number and confirm the lights you're seeing.

DaveCD

[iancoutts]

Hi

I have replaced the cable between my router and modem.  Router LAN address is 192.168.36.1, so I assume the next hop is to the modem connected on the WAN side of the router.

All ports outbound on the router (Vigor 2820) are allowed as far as I am aware, the router does not allow any inbound connections (Default setup).

My Sure SIgnal serial number is 40123747855.

The Red light is on and the white light next to it is on as well.

Cheers

Ian

[DaveCD]

@iancoutts,

Thanks for the information.

The lights indicate that all is well and the Sure Signal is ready to take calls.

I've checked and can see that the information is reaching us but the Sure Signal is on an older software which may be the reason for the lack of functionality.

The new software has been sent so the lights will flash and once they're back to normal, all you need to do is restart your phones after around six hours.

If there's still a fault present, post back and we can escalate this for you.

DaveCD