Sure Signal 3 Not connecting

[nops]

Hi, 

Having problems with my VSS V3 connecting. Please can you help 

Serial Number * 40124232907  Status active

Date of registration 13/12/2012 20:53:16

Your IP Address is 77.96.122.165

Your IP Address is 77.96.122.165

Pingtest results

http://www.pingtest.net/result/74047622.png

speedtest results

http://www.speedtest.net/result/2377919666.png 

ISP Virgin media

Router Virgin media SuperHub  

C:\>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 39 ms 7 ms 10 ms 10.89.168.1
2 9 ms 10 ms 18 ms croy-core-2b-ae7-719.network.virginmedia.net [81.96.225.173
]
3 12 ms 21 ms 32 ms popl-bb-1c-ae10-0.network.virginmedia.net [81.96.226.5]
4 11 ms 16 ms 48 ms nrth-bb-1c-ae7-0.network.virginmedia.net [62.253.174.137]
5 11 ms 9 ms 15 ms nrth-bb-1b-ae11-0.network.virginmedia.net [62.253.174.109]

6 16 ms 15 ms 12 ms tele-ic-4-ae0-0.network.virginmedia.net [62.253.174.18]
7 16 ms 28 ms 18 ms LDNGW1.arcor-ip.net [195.66.224.209]
8 19 ms 14 ms 22 ms 85.205.116.6
9 * * * Request timed out.
10 * * * Request timed out.
11 ^C

[nops]

Lights

Solid red powert light

Pulsating white internet connection light. 

All other lights off 

[nops]

Still no joy and Vodafone have "resynced" my device. Everything takes 24 hours minimum.  

Mostly Solid red light and Pulsating white internet light. 

I have seen it go to red flashing powwer light and amber signal and organe handset light, then it goes back to a solid red and pulsating white light. 

Would appreciate the tech team looking at my case

[Phil]

Hi nops,

Thanks for supplying us with this information.  Everything looks ok with the traceroute that you've posted above. 

A stable power light and a white pulsating internet light means that the system is initialising.  Either it's connecting/registering to our network or the software is being updated. 

You did resync it yesterday evening but as you're aware it can take up to 24 hours for it to be fully up and running.  I've checked the serial number and can see that it did make contact with our network the early hours of this morning.  Can you get back to us after the 24 hours have passed and let us know what the situation is along with the light sequence at the time?

Thanks,

Phil

[nops · Accepted solution]

Working now ! 

For the benefit of others, this is what it took to get it working

Setup

Suresignal V3 

ISP Virgin Media

Package 30Meg

router Virgin superHub

Suresignal V3 connected to the superHub using the supplied ethernet cable.

Suresignal given a DHCP reservation so that its IP address does not change on my ,ocal network.

No other router settings have been ammended. my SSV3 is NOT in a DMZ and i did not have to set up any port forwarding settings. Out of the box firewall rules on the virgin media superhub seem to be compatibel with VSS

Registration

Registered my VSS on the vodafone site under my account

added my handsets as registered numbers. Phone number needs to be in the notation 44123456789.

Problems

My VSS had a constant red power light and a pulsating white internet light. Every now and again it would go to a flashing red light with amber signal and connection light. The VSS then goes back to a solid red ligth and pulsating white internet light.

Resolved by:-

1) called vodafone. they resynced my sure signal device on thier system. This did not help

2) tried alternate ISP connection (BT Boradband) no different to Virgin media

3) performed a hard reset on the VSS this morning. When the device restarted, it went ot a solid red ligth and pulsing white internet light again, but there was a lot of activity on my router (updating the softwaqre maybe?) on checking 2 hours later, it had established a connection. 

Tips and feedback

1) Vodafone's standard response is "wait 24 hours" this means that troubleshooting can take days as you have to wait 24 hours between troubleshooting steps.

2) Register your VSS on the website and WAIT 24 HOURS BEFORE PLUGGING IT IN. I have no proof this will help though 🙂 

3) Be patient. Follow the recommended troubleshooting steps and do not skip steps.

[philc88]

Hello, I have recently just got a vodafone sure signal 3 (SN:40124155041) which i have been trying to set up for 3 days. the only thing that happens is the solid power light and slow flashing internet light. I have re-set it, re-registered it and power cycled it a number of times but to no avail. it says its active on the online vodafone dashboard website but still no joy. My download speed is 9.87Mb, upload 8.41Mb and ping 62ms (from speedtest.net). Ip address is 176.62.214.225 (from whats my ip). And packet loss 0%, ping 28ms and jitter 7ms (from pingtest). Below is my trace route;

  1     3 ms     1 ms     1 ms  192.168.10.1
  2     1 ms     1 ms     3 ms  192.168.9.1
  3     5 ms     3 ms     3 ms  176.62.214.1
  4     8 ms     8 ms     4 ms  31.25.4.73
  5     7 ms     7 ms     6 ms  31.25.0.193
  6    11 ms    10 ms     9 ms  172.106.158.137
  7    11 ms     9 ms     9 ms  172.106.158.133
  8     7 ms     7 ms     7 ms  31.25.0.29
  9    11 ms    13 ms    11 ms  G0-0-0.nynt-h-SERVO-DC-01.nynet.co.uk [31.25.0.3
0]
 10     9 ms    10 ms     9 ms  G0-0-0.NYNT-H-SERVO-DC04.nynet.co.uk [31.25.0.12
4]
 11    15 ms     9 ms    11 ms  nodns.phoenix.co.uk [195.200.132.189]
 12    19 ms    14 ms    17 ms  v862.wf-ih-cs-01.phoenix.co.uk [212.102.206.45]

 13    14 ms    12 ms    12 ms  ge00.wf-sd-tr-01.phoenix.co.uk [195.200.158.222]

 14    24 ms    20 ms    25 ms  ge02.e-10-tr-01.phoenix.co.uk [212.102.192.226]

 15    17 ms    18 ms    18 ms  xe-8-1-0-1100.edge6.London1.Level3.net [212.113.
9.137]
 16    20 ms    22 ms    22 ms  ae-52-52.csw2.London1.Level3.net [4.69.139.120]

 17    21 ms    19 ms    19 ms  ae-231-3607.edge4.London1.Level3.net [4.69.166.2
5]
 18    24 ms    23 ms    25 ms  195.50.122.66
 19    22 ms    25 ms    19 ms  85.205.116.2
 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.

Thanks Phil.

[philc88]

to add on to my previous message i have followed the troubleshooting which hasnt worked

cheers

[philc88]

also my router is TP-Link and my ISP is Ilovebroadband

[Retired-Kay]

Hi philc88, 

The information you've provided in the traceroute is fine. 

The light sequence you're seeing is what happens when the Sure Signal is trying to configure and establish a connection. This shouldn't take more than 6 hours. 

I've done a resync for you, please do a reset to complete the process;

-Locate the button on the base of the box next to the Ethernet ports.

-Press and hold the button for approximately 30 seconds.

-Once the lights come back on, release the button.

Let us know how you get on, 

Kay

[philc88]

cheers for the reply. Can i just confirm something when i press the re-set button and hold it in, however long i wait the lights dont come back on i have to release then press again and the flashing internet light comes back on. no change. can you tell if its connected at any point.