Version 3 (Power - flashing, Internet - solid orange, In Service - off, In Use - solid orange)

[Retired-Lee]

This thread has been created to discuss and troubleshoot the version 3 Sure Signal when the light sequence is as follows:

• Power: Flashing
• Internet: Solid Orange
• In Service: Off
• In Use: Solid Orange

Cause

This light sequence indicates the Sure Signal's not active and the cause is a network timing issue (NTP). These symptoms can be prone to recurrence.

Troubleshooting

Check that your Sure Signal has been registered successfully.
Before your Sure Signal can connect to our network, you must have first registered it with us. You will have received a message via text or email to let you know when the registration has completed successfully. Your Sure Signal will not work until you have recieved this confirmation message.

To verify that your Sure Signal has been registered, login to My Account, and click on the My Sure Signal tab. Your Sure Signal details should be listed, along with the status "Registered".

If you have not registered your Sure Signal, and are a Business Customer, please register at our Business Sure Signal page.

If you're a Consumer Customer, you can register directly from within the My Sure Signal page in My Account.

Manually configure your Router to allow port-forwarding.
In most cases, routers support a system called "Universal Plug-n-Play" or UPnP, which will setup port-forwarding for you automatically. If you have a complicated network setup, or a complex router, you may be required to enter these settings in manually.

The following details list the IP addresses and Port Numbers that need to be forwarded to your Sure Signal's internal IP address. For detailed instructions on how to do this, we recommend either contacting your ISP or Router Manufacturer, or referring to the Default Guide for your particular make and model, over at http://portforward.com

Destination IP Addresses:

• 212.183.133.177
• 212.183.133.178
• 212.183.133.179
• 212.183.133.181
• 212.183.133.182
• 212.183.131.128/26

Ports and Protocols:

• 8 – TCP/UDP                 (All routers)
• 50 – TCP/UDP               (All routers)
• 53 – TCP/UDP               (Virgin Super Hubs)
• 67 – UDP                      (Virgin Super Hubs)                                                    
• 68 – UDP                      (Virgin Super Hubs)                                        
• 123 – UDP                    (All routers)     
• 500 – UDP                    (All routers)     
• 1723 – TCP/UDP           (BT Home Hubs)          
• 4500 – UDP                   (All routers)     
• 33434 – 33445 – UDP    (Virgin Super Hubs)

Please note that in the above list of IP addresses, the notation "212.183.131.128/26" means the complete range of IP addresses between 212.183.131.128 and 212.183.131.191

Your Router will also need to be able to assign the Sure Signal with a DNS Server address via DHCP.

Check your MTU settings:

1. Log into your admin page for your router
2. Find the location of the MTU field - this varies depending on the make and model of router so you’ll need to hunt around for it
3. Change the value of the MTU size to 1500 if this is allowed by your router

Log out of the router, this will usually result in a reboot:

1. Hold in the reset button until all the lights go solid
2. Pull the power lead out with the reset button still pushed in
3. Continue to hold down the reset button and reconnect the power lead
4. Wait for all of the lights to come on then release the reset button

The Sure Signal will now try to contact the network and download its profile. This may take anything up to 6 hours.

Post your Router details.
If you have successfully followed all of the above, or are struggling with configuring your Router, please post your Router's make and full model number below. It would also be helpful to include your Sure Signal Serial number and ISP (Internet Service Provider).

Quite often other users of the same router will be able to share tips with you around setup and any extra security settings that may need to be enabled/disabled to get things working correctly. Wherever possible, we will also attempt to assist you with this, however due to the vast number of different manufacturers and models, it is not always possible, and we do not officially support any form of Router Configuration. For that reason we will always recommend contacting your Router Manufacturer or ISP for assistance first.

Please provide your ISP with some information supporting the network performance issue such as a number of speedtests performed throughout the day and a trace route.

Traceroute command:

On a PC:

1. Click on Start and select Run
2. Type CMD into the Run box and press enter/click ok
3. A black box will appear.
4. In this box type tracert 212.183.133.177 press Enter
5. Paste the output of this command into your reply.

On a Mac:

1. Open Terminal (Applications, Utilities)
2. Type 'traceroute 212.183.133.177'
3. Press Enter

Thanks

LeeH

[_mark_]

Hi,

I am getting this problem too. Please help.

The box has been working fine for months until yesterday. Nothing has changed with my setup. Tried resetting the box and restarted the router.

I have a BT Home Hub 5 with BT Infinity, 

Serial number: 40133483194

IP address: 109.145.110.73

Download 58.98Mbs, upload 14.61Mbs. Ping 26ms

Trace:

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Windows\system32>tracert 212.183.133.177

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

1 5 ms 3 ms 3 ms BThomehub.home [192.168.1.254]
2 * * * Request timed out.
3 * 21 ms 21 ms 31.55.186.209
4 22 ms 21 ms 21 ms 31.55.186.224
5 21 ms 22 ms 22 ms 195.99.127.38
6 21 ms 21 ms 21 ms 62.6.201.173
7 25 ms 23 ms 24 ms lndgw2.arcor-ip.net [195.66.224.124]
8 24 ms 22 ms 23 ms 85.205.0.86
9 * * * Request timed out.
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:\Windows\system32>

[Bella63]

Spoke to Vodafone this morning and yet again they assured me that they are dealing with issue. Explained to rep that customer care needs major review. Customers should be informed of problems and what is being done to fix them. Customers can take their business elsewhere if service is poor.

[thepuss]

@Bella63:

But some customers cannot take their business elswhere as there isnt an alternative network providing coverage!

[chittoe]

Hi,

My second Sure Signal has been working fine for many months, but suddenly my mobile no longer has a signal. I have Version 3 (4 lights) – when it was functioning correctly the first light was solid red, the second and third solid white.

I rebooted my Router, same set of lights but no signal on my mobile. I then followed all the tips in the videos, still no signal but all lights on as detailed above. I have tested the Router which is working fine and all other devices work fine when attached to the router eg this computer; I have tested the ethernet cable by attaching another device, and it is also working fine. Finally I have reset the Sure Signal 3 times and now have the light combination as per the subject header. 

1. The Speedtest shows a consistent 5.27-5.30 download speed;

2. The Serial No. is 42142458340 Version 3;

3. It was registered on 07/03/2014 and is all up to date;

4. I am using a fixed line broadband service from BT;

5. The Sure Signal only has 1 device linked to it;

6. The IP Address is 86.137.221.247

7. The Ping Test shows:

PING 54MS/Jitter 6MS/ISP BT/ Line Quality B* MOS 4.31/Distance 50 Miles 2.5/5

8. The TRACERT Test gives the following result:

Microsoft Windows [Version 6.3.9600

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

over a maximum of 30 hops:

1     2 ms     1 ms     1 ms BThomehub.home [192.168.1.254]

2   29 ms   29 ms   28 ms 217.47.206.122

3   28 ms   28 ms   31 ms 217.47.206.161

4   141 ms   202 ms   205 ms 213.1.69.122

5   55 ms   36 ms   35 ms 217.41.169.95

6   41 ms   38 ms   38 ms 213.120.179.83

7   37 ms   35 ms   36 ms acc2-xe-0-3-0.sf.21cn-ipp.bt.net [109.159.251.20

1]

8   42 ms   43 ms   43 ms core1-te-0-13-0-12.ealing.ukcore.bt.net [109.159

.251.169]

9   46 ms   46 ms   46 ms core1-pos7-0.bletchley.ukcore.bt.net [194.72.31.

145]

10   45 ms   41 ms   43 ms lndgw2.arcor-ip.net [195.66.224.124]

11   45 ms   46 ms   45 ms 85.205.0.93

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.

This is the second Sure Signal supplied the first failed completely after several months and had to be replaced by Vodafone after being returned and tested.

I would be grateful if you would look into this problem and/or replace the device again should it not be functioning correctly.

Thanks in anticipation.

[DaveCD]

@chittoe

Everything you've posted looks great. 

I've checked the serial number and everything there also looks good and it shows it's connected since you posted.

As you're using a BT HomeHub there may have been an update which has reset the settings.

Please check the Smart setup is disabled and the following ports are open:

Ports to be opened for forwarding

• 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)

IP addresses to be allowed on the router & firewall

• 183.133.177-179
• 183.133.181-182
• 183.131.128-191

I can see it's registered successfully, so once the above steps have been followed please perform a reset:

Press and hold the reset button for 10 seconds to factory reset the device. This is will trigger the software reload and profile sync to the Femto.

DaveCD

[chittoe]

Thanks DaveCD for your support here, much appreciated. 

The device is all up and running now as I believe you noticed when you checked it.  I have left it "as is" for the last couple of days and it seems to still be connected and working.

I have not done the checks that you have requested as I do not know how to even begin to do them I am afraid. 

I am assuming that as it is working that best to leave it alone. Agree?

chittoe

[chittoe]

@DaveCD

Power, internet and service lights are solid no Signal at all

As before my second Sure Signal was working again on April 10th, but once again my mobile no longer has a signal. I have Version 3 (4 lights) – the lights are functioning correctly- the first light is solid red, the second and third are solid white, no other lights are either on or flashing.

I have again tested the Router which is working fine and all other devices still work fine when attached to the router eg this computer; I have tested the ethernet cable by attaching another device, and it is also working fine.

1. The Speedtest shows a consistent 5.29-5.53 download speed;
2. The Serial No. is 42142458340 Version 3;
3. It was registered on 07/03/2014 and is all up to date;
4. I am using a fixed line broadband service from BT;
5. The Sure Signal only has 1 device linked to it;
6. The IP Address is 86.141.76.119
7. The Ping Test shows:

PING 53MS/Jitter 4MS/ISP BT/ Line Quality B* MOS 4.31/Distance 50 Miles 2.5/5

1. The TRACERT Test gives the following result:

Microsoft Windows [Version 6.3.9600

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

over a maximum of 30 hops:

  1   556 ms     5 ms     3 ms BThomehub.home [192.168.1.254]

2   71 ms   97 ms   88 ms 217.47.206.122

3   86 ms   65 ms   89 ms 217.47.206.145

4   113 ms   96 ms   88 ms 213.1.69.122

5   82 ms   87 ms   88 ms 217.41.169.219

6   116 ms   117 ms   89 ms 217.41.169.109

7   146 ms   87 ms   90 ms acc2-10GigE-3-3-0.sf.21cn-ipp.bt.net [109.159.25

1.219]

8   93 ms   90 ms   84 ms core2-te-0-4-0-16.ealing.ukcore.bt.net [109.159.

251.59]

9   113 ms   84 ms   93 ms core1-pos9-2.bletchley.ukcore.bt.net [194.72.31.

153]

10   100 ms   93 ms   93 ms lndgw2.arcor-ip.net [195.66.224.124]

11   103 ms   94 ms   85 ms 85.205.0.93

12 - 30   *       *       *     Request timed out.

Trace complete.

Compared to the last Test on April 7th

1     2 ms     1 ms     1 ms BThomehub.home [192.168.1.254]

2   29 ms   29 ms   28 ms 217.47.206.122

3   28 ms   28 ms   31 ms 217.47.206.161

4   141 ms   202 ms   205 ms 213.1.69.122

5   55 ms   36 ms   35 ms 217.41.169.95

6   41 ms   38 ms   38 ms 213.120.179.83

7   37 ms   35 ms   36 ms acc2-xe-0-3-0.sf.21cn-ipp.bt.net [109.159.251.20

1]

8   42 ms   43 ms   43 ms core1-te-0-13-0-12.ealing.ukcore.bt.net [109.159

.251.169]

9   46 ms   46 ms   46 ms core1-pos7-0.bletchley.ukcore.bt.net [194.72.31.

145]

10   45 ms   41 ms   43 ms lndgw2.arcor-ip.net [195.66.224.124]

11   45 ms   46 ms   45 ms 85.205.0.93

12 - 30     *       *       *     Request timed out.

This is most frustrating, I would be most grateful for help again.

Please note if there is a need to check Ports and IP addresses I would be grateful for some links to tools that do this in the reply.

Thanks again

Chittoe

[Retired-Sarah]

Hi @chittoe

I can see that the Sure Signal’s last connected to us this morning at 03:04.

Please ensure that the BT smart set up has been turned off, if you need help with this a BT adviser can help you.

Thanks,

Sarah

[chittoe]

Hi @Sarah

BT Smart Setup is off.

Sure Signal is no longer working despite BT Smart Setup being off. It went down again on March 15th and is still not connected as at 10.10 Friday April 17th.

Power, Internet & Service Lights are solid.  All other devices connected to Router working perfectly. Broadband Signal still at approx 5MB.

Would be grateful for your help again.

Chittoe

[matchmaker]

Hi,

Having isues with VSS v3.

Been working fine for last 14 months nothing changed now permanent fault, reset but cannot clear fault.

thanks

Router: Draytek Vigor 2800

ISP: Zen

Downspeed: 14Mbps

Upspeed: 1Mbps

Ping: 12 ms

VSS s/n:40134923479

Traceroute:

Tracing route to 212.183.133.177 over a maximum of 30 hops
1 <1 ms <1 ms <1 ms my.router [192.168.1.1]
2 9 ms 10 ms 27 ms losubs.subs.dsl1.th-lon.zen.net.uk [62.3.84.17]
3 9 ms 9 ms 8 ms ae1-113.cr2.th-lon.zen.net.uk [62.3.84.181]
4 11 ms 10 ms 11 ms ldngw1.arcor-ip.net [195.66.224.209]
5 11 ms 15 ms 10 ms 85.205.0.93
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
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.