iPhones - call fails regularly, and poor quality calls

[Nevans]

I now have 4 iPhones connected to my suresignal (Serial No. 21196783068), and find it impossible to make, or receive calls that I can actually hear.  What seems to happen is that a call will connect as 3G for a while, and then the phone reverts to GSM, of which there is almost none, hence the suresignal.  I noticed this behaviour when I had my Blackberry too, and this was better at telling me what was going on, as opposed to an iPhone that doesn't.

I am now near my wits end, as I have failed to hear conversations during two important calls this morning, and my only option appears to be to move to O2, which seems to have plenty of coverage where I live.

Any assistance gratefully received 🙂

P.S. I have been through all of the suggestions on this site to no avail.

[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

[Nevans]

Hi Matt, Thanks for the quick response!

Details:

Speedtest:

Ping:

I

IP 86.128.29.222

Suresignal SN 21196783068

Tracert:

C:\Users\nev>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  192.168.0.1
  2    20 ms    19 ms    20 ms  217.32.140.66
  3    19 ms    20 ms    19 ms  217.32.140.30
  4    20 ms    21 ms    21 ms  217.41.216.138
  5    21 ms    21 ms    20 ms  31.55.164.61
  6    21 ms    20 ms    27 ms  31.55.164.107
  7    20 ms    21 ms    35 ms  acc1-10GigE-0-3-0-1.bm.21cn-ipp.bt.net [109.159.248.112]
  8    29 ms    30 ms    31 ms  core1-te0-15-0-0.ealing.ukcore.bt.net [109.159.248.12]
  9    27 ms    60 ms    27 ms  peer1-xe4-0-0.telehouse.ukcore.bt.net [213.121.193.144]
 10    28 ms    31 ms    31 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    28 ms    29 ms    29 ms  85.205.116.6
 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.

[Retired-Kay]

Hi Nevans, 

Everything looks fine with the traceroute, thanks for supplying this. 

I’ve just resynced your device for you so, to make sure the resync completes, can you perform a factory reset:-

Hold down the reset button until all the lights show/flash (about 30 seconds)
Keeping the reset button held down, remove then re-insert the power lead.
Once all lights display release the reset button.
The Sure Signal will come online in around 1 hour.

If this makes no difference please try your Sure Signal at a different location (friend/family members) to see if the issue still happens. 

Let us know how you get on. 

Kay

[Nevans]

Hi,

Well, things have got worse.  Out of the three iPhones here at the moment, one is connected 3G, and the other two Edge. I've tried a hard reset on one of the phones, but it still refuses to connect to the suresignal.

What else can I try?

[Retired-James]

Hi Nevans,

I’ve taken another look at the registration and can see that there is a location profile update that’s been detected.

I’ve update this profile for you today, please can you log into your online account and update the postcode back to your home location and perform another reset?

If this doesn’t improve things, let us know because we may need to get a case raised for you.

Also, have you tried to remove the iPhone numbers from the Sure Signal and add them back in?

James

[Nevans]

Hi James,

you're probably seeing the location change because I moved the suresignal Ethernet connection to be directly connected to my router, rather than through an external switch last night, so it will be seeing a different MAC address. I then did a hard reset, and my Iphone has now connected, but I've not had any calls yet today, so can't comment on quality.

P.S. I did try a remove user, and re-add yesterday, but it didn't seem to make any difference.

[Retired-Andy]

Hi Nevans,

Many thanks for the update. It would seem that the changes that have been made have solved your connection issue.

I’ve changed your postcode back to what it was initially and to make sure your Sure Signal is as up to date as possible, I’ve just performed a resync for you. To make sure it completes, can you do a factory reset for me:-

• Find the button on the base of the unit next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• The Sure Signal will come online in around one hour

Let me know how you go on.

Thanks,

Andrew

If you have the time, would you be able to complete a short feedback survey for me? You can find it here and it’ll go to ensuring I’m offering the best service I can.

[Nevans]

Still exactly the same.

Did some tests today, and the results were as i predicted.

1 make a call to my home landline - call conects via 3G, activity light on SureSignal flashing to say it's in use.

2 about 30 seconds later, phone drops the 3G connection, activity light off, showing no 3G

3 phone doesn't re-connect to 3G (SureSignal) until the current call is finished.

Help!

[Retired-Kay]

Hi Nevans, 

Could you try your Sure Signal at a different location? We need to rule out any issues with your Internet connection. 

If it still doesn't work at a different location then we'll need to raise a case as James mentioned. 

Take a look here for how to get in touch.

Thanks, 

Kay