iPhone 5 keeps losing signal on Sure Signal, android phones are fine

[richardys]

We have two iPhone 5 users who lose connection nearly every week from the Sure Signal, yet anyone with an Android phone has full connection.

Turning off the phone or turning on/off airplane mode makes no difference and I have to unplug the Sure Signal to get it work.  Why does this happen only for iPhones?

Serial Number: 40133837795

[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

[richardys]

Below is the data you requested.  The problem is that iPhones have a problem with the device, I don't think it's a connection problem otherwise the Android phones would have the same problem.

Speed Test Results

Ping: 57ms

Download Speed: 6.33 Mbps

Upload Speed 0.65 Mbps

Ping Test Results

Line Quality: B*

MOS: 4.33

Ping: 33ms

Jitter: 1ms

External IP Address

83.137.231.250

Traceroute

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 10.0.0.1
2 1 ms <1 ms <1 ms 83-137-231-249.sota.net.uk [83.137.231.249]
3 27 ms 41 ms 26 ms lns02.the.core.sota.net.uk [83.137.224.75]
4 30 ms 29 ms 28 ms sw01.b810.edge.sota.net.uk [83.137.224.85]
5 30 ms * 28 ms sw01.f25.edge.sota.net.uk [83.137.224.45]
6 27 ms 26 ms 36 ms rt01.f25.core.sota.net.uk [83.137.224.6]
7 29 ms 29 ms 30 ms 62.73.170.33
8 31 ms 30 ms 34 ms ae-15.r02.londen03.uk.bb.gin.ntt.net [129.250.3.30]
9 29 ms 29 ms 29 ms ae-0.cw.londen03.uk.bb.gin.ntt.net [129.250.66.46]
10 29 ms 29 ms 28 ms ae22-xcr1.lns.cw.net [195.2.30.61]
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.

Serial Number

40133837795

[Retired-Sarah]

Hi richardys,

We’ve checked the Sure Signal Troubleshooting and it shows a good connection with no problems.

This is down to the phone’s way of receiving signal, rather than the Sure Signal itself.

Whilst you’re still using the iPhone’s, you’ll need to use the process you’ve been using previously.

Thanks,

Sarah