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Rank 2: First Poster
Posts: 22
Registered: ‎24-08-2009

Sure Signal not working

My sure signal has not been working since sometime this morning. Old style box and only have power light on, have tried resetting several times and re booting router, which normally cures any problems but to no avail.  The internet connection light does not flash and does not even look like trying to make a connection following reset.

Message 1 of 32 (20,509 Views)
Moderator (Retired)
Posts: 20,669
Registered: ‎25-11-2010

Re: Sure Signal not working

Hi wayside59,

Can you take a look at our Sure Signal Troubleshooting thread, and then post back your results if you’re not directed to an existing thread?

Thanks

Andy
Moderator

Message 2 of 32 (20,496 Views)
Rank 1: Guest
Posts: 9
Registered: ‎09-05-2012

1st Gen VSS failed with only power light on after 2.5years service

Hi, I have had a 1st Generation Vodafone Sure Signal unit working perfectly on the same network and same router since December 2009: yesterday it abruptly stopped working and sits there with only the power light permanently on and no other front panel lights.  I have completed your trouble-shooter guide with following results:

 

Physical Connection VSS<>Router is                                        OK

Ethernet Link light on, data light flashing                                    OK

Active internet connection elsewhere in network                    OK

Reboot modem/router                                                                Done, no change in VSS status

VSS has been assigned internal IP address via DHCP             OK, 192.168.1.71

(I can successfully ping this address)

(Also checked on Router that Upstream MTU is correctly set to 1500)

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     1 ms     1 ms    <1 ms  homeportal [192.168.1.254]

  2     9 ms     9 ms     9 ms  217.32.141.2

  3     8 ms     9 ms     9 ms  217.32.140.206

  4    14 ms    15 ms    15 ms  217.41.216.154

  5    14 ms    15 ms    15 ms  217.41.222.10

  6    14 ms    15 ms    15 ms  217.41.222.178

  7    15 ms    15 ms    15 ms  acc1-10GigE-0-0-0-4.bm.21cn-ipp.bt.net [109.159.248.66]

  8    20 ms    23 ms    24 ms  core1-te0-3-0-3.ealing.ukcore.bt.net [109.159.248.20]

  9    23 ms    23 ms    23 ms  peer1-xe1-0-0.telehouse.ukcore.bt.net [109.159.254.98]

 10    38 ms    29 ms    27 ms  LNDGW2.arcor-ip.net [195.66.224.124]

 11    22 ms    23 ms    23 ms  85.205.116.14

 12     *        *        *     Request timed out.

 

Router/ISP Details                                                                           BT Business Broadband

                                                                                                       BT2700HG

VSS S/N                                                                                         21196865576

Factory Reset                                                                                Done several times, no change in VSS status after an hour

 

Please advise whether this is a Vodafone network issue or a VSS failure and what my next step should be to restore service.

 

Thanks and Regards

Message 3 of 32 (20,488 Views)
Moderator (Retired) Lee
Moderator (Retired)
Posts: 19,284
Registered: ‎27-10-2008

Re: 1st Gen VSS failed with only power light on after 2.5years service

Hi there wayside59,

 

Thanks for your post.

 

Could I take your Sure Signal serial number please?

 

Hey guc925,

 

Thanks to you too.

 

Your traceroute looks fine and the device is connecting to our servers. I've forced a resync for you. Please factory reset as per the below instructions and let me know how you get on.

 

VSS Factory Reset


  • Hold the reset button till all the lights come on or flash (about 30 seconds)
  • Keeping the rest button held, remove and re-insert the power lead
  • Once all the lights come on or flash, release the reset button
  • The VSS should come online within the hour

Cheers,

 

Lee

Message 4 of 32 (20,471 Views)
Rank 2: First Poster
Posts: 22
Registered: ‎24-08-2009

Re: 1st Gen VSS failed with only power light on after 2.5years service

Hi Lee

 

Thanks for your reply but my sure signal eventually came back to life late last night

Message 5 of 32 (20,459 Views)
Simon
Posts: 11,503
Topics: 709
Thanks: 224
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Ideas: 0
Solutions: 716
Registered: ‎10-01-2011

Re: 1st Gene VSS failed with only power light on after 2.5years service

Hi wayside59

 

Thanks for letting us know that you're all up and running again. If you do need any further help please let us know.

 

Thanks

 

Simon

Message 6 of 32 (20,450 Views)
Rank 1: Guest
Posts: 9
Registered: ‎09-05-2012

Re: 1st Gen VSS failed with only power light on after 2.5years service

Thanks Lee but I'm afraid the same problem still persists.

 

At 16:15 I saw your reply and did a Factory reset:

  • Hold the reset button till all the lights come on or flash (about 30 seconds)  OK
  • Keeping the rest button held, remove and re-insert the power lead     OK
  • Once all the lights come on or flash, release the reset button    After a while the LEDs flash once in sequence then it returned to just Power LED on, then I released the rest button.
  • The VSS should come online within the hour  Now 17:20 and box remains dead with just Power LED permanently lit.  Repeated all Troubleshooting steps with identical results to those I posted earlier today.

What's the next step?

guc925

Message 7 of 32 (20,448 Views)
Rank 1: Guest
Posts: 11
Registered: ‎27-07-2009

Re: 1st Gen VSS failed with only power light on after 2.5years service

I have been having exactly the same problems over the past 2-3 days.  I am really fed up with Vodafone. They must know that there is a major problem with these units as so many are complaining about the same problem.  Nothing I have tried has worked, come on Vodafone at least you could put an apology on the forum and try and sort it out

Message 8 of 32 (20,430 Views)
Rank 1: Guest
Posts: 9
Registered: ‎09-05-2012

Re: 1st Gen VSS failed with only power light on after 2.5years service

It looks like my Sure Signal restarted providing service about 1am last night and is still working now.

 

Do you know what the cause of this 48 hour outage was and how to prevent it in future?

 

guc925

Message 9 of 32 (20,369 Views)
Rank 2: First Poster
Posts: 22
Registered: ‎24-08-2009

Re: 1st Gen VSS failed with only power light on after 2.5years service

My VSS has gone again sometime over night. I tried 2 resets this morning with no success, but then last time it took about 4 and 12 hours before any life restored.  Where is the problem? If it is at Vodafone's end it would save everyone a lot of time and frustration if they just told us.

Message 10 of 32 (20,364 Views)
Moderator (Retired)
Posts: 13,816
Registered: ‎28-11-2008

Re: 1st Gen VSS failed with only power light on after 2.5years service

Hi guys,

 

We've not had any alerts indicating an issue at this end. The "power light only" issue specifically refers to the Sure Signal not connecting to our network, and as such the issue is most commonly something affecting the connection itself.

 

wayside59 and digiman100 - Please can you follow the instructions on this post of the troubleshooting thread and respond with the results of each test on that thread for me? This way we can get the information we need to be help resolve this for you, and buy posting there we can keep everyone reporting similar symptoms in one place. Should we need to advise everybody of any updates at any time, this makes it easier to do so.

 

Dave

I’m part of the Vodafone Tech Team and here to help. As this is a public forum, we can only answer non account specific queries. Please note, we’re unable to reply to private messages.


If you see a helpful post, please click the 'Thanks' button to let the author know. If a post solves your query, please click the ‘This is the Answer?’ button. This helps others find helpful answers in the community too.

Message 11 of 32 (20,345 Views)
Rank 2: First Poster
Posts: 22
Registered: ‎24-08-2009

Re: 1st Gene VSS failed with only power light on after 2.5years service

Have tried all the things mentioned in the troubleshooting guide but does not help.  This is the 3rd day I have had problems and normally when you have given up hope of it working it suddenly comes back to life. I use a Belkin N1 vision router (F5D8632UK4A), the serial no of my VSS is 21196791806 and my ISP is TalkTalk

Message 12 of 32 (20,336 Views)
Moderator (Retired)
Posts: 23,636
Registered: ‎21-07-2008

Re: 1st Gene VSS failed with only power light on after 2.5years service

Hi wayside59,

 

Thanks for the update here.

 

I have checked the Sure Signal and it is showing as connecting to our server this morning.

 

However, to make sure that this updates I have re-synced the Sure Signal for you, once completed please can you keep an eye on the connection status on your phone and do a traceroute when it is working fine and then a traceroute when you notice that it isn’t working so that we can see if there is any intermittent issues on your broadband line which is causing the connection to drop.

 

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.

 

 

James

I’m part of the Vodafone Tech Team and here to help. As this is a public forum, we can only answer non account specific queries. Please note, we’re unable to reply to private messages.


If you see a helpful post, please click the 'Thanks' button to let the author know. If a post solves your query, please click the ‘This is the Answer?’ button. This helps others find helpful answers in the community too.

Message 13 of 32 (20,286 Views)
Rank 2: First Poster
Posts: 22
Registered: ‎24-08-2009

Re: 1st Gene VSS failed with only power light on after 2.5years service

Hi

Was working 1st thing this morning but now not so anymore, I tried your traceroute, but this is obviously when not working. Do I reset again or just wait and hope it comes back?

 

Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation.  All rights reserved.

C:\Users\Rosalind>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     3 ms     2 ms     1 ms  192.168.2.1
  2    38 ms    36 ms    37 ms  88-108-240-1.dynamic.dsl.as9105.com [88.108.240.
1]
  3    39 ms    38 ms    41 ms  xe-4-0-0.ner001.the.as13285.net [80.40.155.102]

  4    38 ms    39 ms    38 ms  80.40.155.107
  5   105 ms    39 ms    39 ms  xe-8-3-0.bragg001.log.as13285.net [80.40.155.33]

  6    42 ms    39 ms    39 ms  xe-7-3-0.scr001.log.as13285.net [80.40.155.52]
  7    41 ms    38 ms    39 ms  host-78-144-0-170.as13285.net [78.144.0.170]
  8    43 ms    43 ms    43 ms  LDNGW1.arcor-ip.net [195.66.224.209]
  9    40 ms    40 ms    39 ms  85.205.116.14
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 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.

Message 14 of 32 (20,268 Views)
Rank 1: Guest
Posts: 9
Registered: ‎09-05-2012

Re: 1st Gen VSS failed with only power light on after 2.5years service

Hello again,

VSS has been operating OK for a couuple of days but this morning I had broadband connection and router upgraded and it has stopped working again only showing solid power LED.  Troubleshooter results as follows:

 

Physical Connection VSS<>Router is                                        OK

Ethernet Link light on, data light flashing                                    OK

Active internet connection elsewhere in network                    OK

Reboot modem/router                                                                Done, no change in VSS status

VSS has been assigned internal IP address via DHCP             OK, 192.168.1.71

(I can successfully ping this address)

(Also checked on Router that Upstream MTU is correctly set to 1500)

 

Tracing route to 212.183.133.177 over a maximum of 30 hops
  1     2 ms     2 ms     2 ms  BTBusinessHub.home [192.168.1.254]
  2     7 ms     7 ms     7 ms  217.32.141.1
  3     8 ms     8 ms     8 ms  217.32.140.206
  4    12 ms    12 ms    12 ms  213.120.161.98
  5    11 ms     *       12 ms  217.41.222.22
  6    12 ms    12 ms    12 ms  217.41.222.178
  7    12 ms    12 ms    12 ms  acc1-10GigE-0-5-0-5.bm.21cn-ipp.bt.net [109.159.
248.98]
  8    30 ms    23 ms    24 ms  core2-te0-3-0-16.ilford.ukcore.bt.net [109.159.2
48.30]
  9    19 ms    19 ms    19 ms  peer1-xe1-1-0.telehouse.ukcore.bt.net [109.159.2
54.136]
 10    21 ms    23 ms    23 ms  LNDGW2.arcor-ip.net [195.66.224.124]
 11    23 ms    22 ms    22 ms  85.205.116.10
 12     *        *        *     Request timed out.

 

Router/ISP Details                                                                           BT Business Broadband Fibre

                                                                                                       BT Business Hub 3.0

VSS S/N                                                                                         21196865576

Factory Reset                                                                                Done several times, no change in VSS status after several hours

 

 

Can you check if you can see my VSS and resync it please?

Thanks

guc925

 

Message 15 of 32 (20,264 Views)
Rank 2: First Poster
Posts: 22
Registered: ‎24-08-2009

Re: 1st Gene VSS failed with only power light on after 2.5years service

Just come back on and the traceroute is now as follows:

 

Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation.  All rights reserved.

C:\Users\Rosalind>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     3 ms     1 ms     4 ms  192.168.2.1
  2    38 ms    36 ms    42 ms  88-108-240-1.dynamic.dsl.as9105.com [88.108.240.
1]
  3    42 ms    38 ms    37 ms  xe-4-0-0.ner001.the.as13285.net [80.40.155.102]

  4    39 ms    39 ms    39 ms  80.40.155.107
  5   108 ms    39 ms    39 ms  xe-8-3-0.bragg001.log.as13285.net [80.40.155.33]

  6    39 ms    39 ms    39 ms  xe-7-3-0.scr001.log.as13285.net [80.40.155.52]
  7    41 ms    39 ms    41 ms  host-78-144-0-170.as13285.net [78.144.0.170]
  8    48 ms   144 ms    45 ms  LDNGW1.arcor-ip.net [195.66.224.209]
  9    40 ms    41 ms   100 ms  85.205.116.14
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 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.

C:\Users\Rosalind>

Message 16 of 32 (20,245 Views)
Rank 1: Guest
Posts: 9
Registered: ‎09-05-2012

Re: 1st Gen VSS failed with only power light on after 2.5years service

Not sure if you did anything at your end but the VSS is back and working now about 7 hours after the factory reset.

 

regards

guc925

Message 17 of 32 (20,236 Views)
Moderator (Retired)
Posts: 23,636
Registered: ‎21-07-2008

Re: 1st Gene VSS failed with only power light on after 2.5years service

Hi guc925,

 

I’m pleased to see that you are back up and running.

 

@ wayside59, thanks for the updates here.

 

To be honest both of the traceroutes look to be fine so there isn’t any clear reason for this however, please keep us updated if it goes off again so we can get our support teams involved in an investigation for you.

 

 

James

I’m part of the Vodafone Tech Team and here to help. As this is a public forum, we can only answer non account specific queries. Please note, we’re unable to reply to private messages.


If you see a helpful post, please click the 'Thanks' button to let the author know. If a post solves your query, please click the ‘This is the Answer?’ button. This helps others find helpful answers in the community too.

Message 18 of 32 (20,206 Views)
Rank 1: Guest
Posts: 15
Registered: ‎13-12-2011

Re: 1st Gene VSS failed with only power light on after 2.5years service

I am now also having problems!
Box 9 mths old 2 nd style box
Went away last monday all fine returned last night just power light on. Re started unit and after a while it worked for a few mins. Went again today so phone support who asked me to restart and then wait 3 hours! Still no joy so rang again and was told it was being reset vodafones end. Stilk not working! Internet fine on pc so what is going on please?
Message 19 of 32 (17,490 Views)
Moderator (Retired)
Posts: 13,816
Registered: ‎28-11-2008

Re: 1st Gene VSS failed with only power light on after 2.5years service

Hi miltb120,

 

There are various things which may be the cause for this, not just with the Sure Signal but also the connection itself if the ISP have made any changes, such as an IP range change.


Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply below, or in the relevant thread, together with the details requested, including the following information.

Your Sure Signal serial number

 

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

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

Dave

I’m part of the Vodafone Tech Team and here to help. As this is a public forum, we can only answer non account specific queries. Please note, we’re unable to reply to private messages.


If you see a helpful post, please click the 'Thanks' button to let the author know. If a post solves your query, please click the ‘This is the Answer?’ button. This helps others find helpful answers in the community too.

Message 20 of 32 (17,391 Views)