"Call ended" issue for past few days

[james-kent]

Hi,

I've been using a Suresignal for over 3 years (model1) but for the past few days we cannot make or recieve calls.

All correct lights are on and both Samsung Galaxy S2 phones show a good signal but when trying to make a call it is ended after 2 seconds with "call ended" showing on the phone. 

I've reset the box twice.

Currently using Bthomehub with BT infinity. Everything was working well for months.

Help!

Suresignal: 
21197061134 

Thanks!

[james-kent]

A bit more info - I can pick up data from the Suresignal (wireless swiched off on the phone) but can't make or recieve calls. 

Broadband speed is usually 12mb/s to 28mb/s

[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

[james-kent]

Hi Thanks for your reply.

Here's a load of info below regarding connections. I'm using a Bthomehub 4 (which has been working well since Christmas) and today I opened these ports (advised by Vodafone):

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 

Sure signal 21197061134

IP 86.162.99.172

download speed- 15.64mbps

upload speed - 7.07mbps

  Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1     3 ms     1 ms     6 ms  BThomehub.home [192.168.1.254]

  2     7 ms     9 ms     9 ms  172.16.10.5

  3     *        *        *     Request timed out.

  4    11 ms     6 ms    12 ms  217.41.216.13

  5     7 ms     6 ms     8 ms  213.120.176.2

  6    13 ms     9 ms     9 ms  217.41.168.179

  7     7 ms     6 ms    11 ms  217.41.168.107

  8    10 ms     8 ms     9 ms  acc1-te0-0-0-20.l-far.21cn-ipp.bt.net [109.159.2

49.92]

  9    12 ms    11 ms    10 ms  core4-te0-0-0-27.faraday.ukcore.bt.net [109.159.

249.57]

10     7 ms     7 ms     9 ms  62.6.201.187

11    13 ms     8 ms     9 ms  t2c3-xe-1-1-2-0.uk-lon1.eu.bt.net [166.49.211.18

0]

12    10 ms    13 ms    11 ms  166-49-211-254.eu.bt.net [166.49.211.254]

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-Andy]

Hi james-kent,

Your speed test and traceroute are fine.

Your IP address is on our whitelist, so no problems there either.

Your Sure Signal is on an older version of firmware

I’ve emailed our support team asking for this to be updated.

The process can take up to 24 hours so, during this time, don’t unplug or reset the unit.

Thanks,

Andy

[james-kent]

Thanks Andy,

I'll wait and see what happens 🙂

[james-kent]

Well it's been left a good 24hrs and it's still the same. Now outgoing calls.

I can receive calls and send/receive texts but calls are ended immediately.

Is there anything else I can do? Reboot?

Thanks!

[Jenny]

Hi james-kent,

Your Sure Signal is now on the latest version of firmware.

I’ve performed a resync for you today so please follow the steps below to make sure everything’s up to date:

-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,

Jenny 

[james-kent]

Thanks Jenny,

I've done the Suresignal reboot as you suggested and I left it a while to register the phones. 

It's all still the same - no outgoing calls.

I just re-tested the broadband speed (over 20mbps this time) and did the traceroute thing with very similar results (200ms delay instead of 10ms but the same timeouts).

The only thing I haven't done is reboot the BT router or broadband (I'm reluctant to touch this if it's all working!)

All lights on the Suresignal seem good (1,2,and 4 are on and green).

Any suggestions?!

I only mentioned a few days ago how stable the suresignal had been for such a long time and how darn useful it is!!

Thanks 🙂

[james-kent]

As an update - we can receive calls and send and receive texts but cannot make phone calls.

Surely it's got to be a port issue??

Anybody out there?!