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Solution

Incoming Calls Not Working with Sure Signal

tay_highfield
2: Seeker
2: Seeker

I'm having trouble receiving calls with either of my Sure Signals. When any of the 2 Vodafone phones in the home are connected to any of the 2 Sure Signals, when called, although the caller can hear the ringing tone, the receiving phones do not ring and do not show a missed call. As soon as the Sure Signals are powered off and a faint mobile signal is picked up by both, normal behaviour begins. Test calls from landlines and mobiles have been made to both phones when connected to the Sure Signals, both fail to make the receiving phone respond correctly.

 

Lights on Sure SIgnal - Red Light. White Lights 1 and 2 on.

Sure Signal S/N - 40133806501 42141623076

Download Speed - 77Mbps

Upload Speed - 5.24Mbps

ISP - Virgin

Traceroute

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1    <1 ms    <1 ms    <1 ms  router.asus.com [192.168.1.1]
  2     *        *        *     Request timed out.
  3    11 ms    11 ms    14 ms  aztw-core-2b-xe-821-0.network.virginmedia.net [6
2.252.229.29]
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6     *        *        *     Request timed out.
  7     *        *        *     Request timed out.
  8    15 ms    19 ms    15 ms  brnt-ic-1-ae0-0.network.virginmedia.net [62.254.
42.198]
  9    15 ms    14 ms    17 ms  m686-mp2.cvx1-b.lis.dial.ntli.net [62.254.42.174
]
 10    15 ms    17 ms    14 ms  213.46.174.130
 11   160 ms    14 ms    15 ms  ae32-xcr1.lns.cw.net [195.2.24.126]
 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.

 

30 REPLIES 30

IanLitt
2: Seeker
2: Seeker

I have exactly the same problem altho only on one of two phones. Agent last night agreed it was a problem which tech team were aware of and promissed compensation when solved ????

Sarah_T
Moderator (Retired)
Moderator (Retired)

@tay_highfield

If not done so already, please check out our Sure Signal Troubleshooting guide.

Is it only lights 1 and 2 that are lit? If you've recently performed a SIM swap, this may be the cause.

Let us know how you get on with this and we'll be sure to help you further :smileyhappy:

The first light is solid red, the second and third solid white.

 

Sorry, messed up the terminology a little there.

 

 

Now fixed by techies with a post-code swap.

That seems to have done the job thanks

Still having some problems unfortunately, but only on the number now that is regsitered for adminstrating the Sure Signal. Could you do another check your end?

Carly
Moderator (Retired)
Moderator (Retired)

@tay_highfield

 

I've resynchronised both of your Sure Signal's, please allow 6 hours for the process to fully complete.

Let us know how you get on.

Still unfortunately having problems.

 

Incoming calls work for about 12-24 hours, then back to the same problem, A restart of the Sure Signals seems to fix the problem, but obviously this isn't workable long term.

 

I've noticed a few other forum posts with this problem. Was there are firmware update or something similar recently?

Tash
Moderator (Retired)
Moderator (Retired)

@tay_highfield I can see that the Sure Signal last connected to our servers yesterday evening.

 

Please confirm if you're still experiencing issues with this and your current light sequence, and we'll be able to look into this further.