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

[Retired-Lee]

This thread's 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: Off

Cause

This light sequence indicates the Sure Signal's not active and it has been unable to authenticate on the Vodafone network

Troubleshooting

Please restart your Sure Signal. If the symptoms continue please add the following details to this thread:

• Your speed test results from here
  
• Your ping test results from here
  
• Your external IP address from here
  
• Your Sure Signal serial number
• The results of a traceroute

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

This will help us get the quickest possible resolution for you.

Thanks

LeeH

[Retired-Andy]

Hi DavidT-,

Everything is fine with your speed test, ping test and traceroute.

Your IP address is on our white list so no problems there either.

To make sure it’s as up-to-date as possible, I’ve just resynced the Sure Signal for you.

So that the resync completes, can you do a factory reset for me:-

• Find the button on the base of the unit next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• The Sure Signal will come online in around one hour

If this doesn’t fix things for you, try the Sure Signal on a different internet connection, that of a friend or neighbour.

Let me know how you go on.

Hi disconfigured,

Your speed test, ping test and trace route are fine and your IP address is on our whitelist.

To make sure it’s as up-to-date as possible, I’ve just resynced the Sure Signal for you.

So that the resync completes, can you do a factory reset for me:-

• Find the button on the base of the unit next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• The Sure Signal will come online in around one hour

If you still get the issue after the reset, try the Sure Signal on a different internet connection, that of a family member or friend.

Let me know how you go on.

Hi Toon_Hak,

If the same issues show at a different location, it’d indicate the Sure Signal may have a fault.

The nest thing to do would be to send it for repair.

Hi adamyarrington,

I can see your Sure Signal connected to our servers at 21:41 yesterday, is everything now back to normal?

I’ve just resynced your unit for you.

Follow the reset procedure above and let me know how you go on.

Hi armadillos,

Everything is fine with your traceroute, speed test and ping test.

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

So we can dig a little deeper, can you post your Sure Signal serial number please?

Thanks,

Andrew

[armadillos]

The serial number of my Suresignal is: 40132601234

[Motomot]

The answer is simple folks. Just don't use the ethernet cable that came with the box and use another ethernet cable to connect the VSS to your router and all your troubles will met away!

It's worked for me a treat.

hope this helps, I'm sure it will!

[Toon_Hak]

Hi Motomot,

The answer is not so simple in all cases.

I have tried another known working ethernet / CAT5 cable and the issue is still present.

I work in Telecoms, so have access to any number of CAT5 cables and can even make them up myself, and I can guarantee that my issue isn't with the cable.

Cheers.

[dstretch]

Same problem here and same timeouts at the same network address in my tracert to the specified IP.

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

1 <1 ms <1 ms <1 ms BTHomeHub.home [192.168.1.254]
2 23 ms 24 ms 21 ms 213.123.107.250
3 23 ms 24 ms 22 ms 213.123.107.161
4 24 ms 23 ms 23 ms 213.1.69.210
5 25 ms 23 ms 23 ms 217.41.168.65
6 25 ms 23 ms 23 ms 217.41.168.107
7 23 ms 24 ms 24 ms 109.159.249.64
8 24 ms 31 ms 31 ms core1-te0-7-0-5.faraday.ukcore.bt.net [109.159.2
49.39]
9 24 ms 23 ms 23 ms host213-121-193-129.ukcore.bt.net [213.121.193.1
29]
10 27 ms 27 ms 28 ms lndgw2.arcor-ip.net [195.66.224.124]
11 25 ms 25 ms 28 ms 85.205.116.2
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.

I too am a BT broadband customer with a Home Hub 3 and can't get through a day without my V3 SS flashing power light and no connection.  A reset solves it temporarily but then it stops working again later on.

[adamyarrington]

...But after a couple of hours usage this morning I have the same error as the last one - first light solid orange, power light flashing. Where do we go from here? I cannot make or receive phone calls as the network coverage is so bad here indoors.

[bowsey69]

im getting this problem now, everythings been going great up until about 1 week ago, ive tried everyting,

speed test:

ping: 26ms

download 7.67mbps

upload 0.94mbps

ping test:

milton keynes - 200miles
isp sky broadband 2.5/5

0% packet loss

ping 35ms

jitter 2ms

ip is 94.10.208.50

ipv6 is ::ffff:5e0a:d032

traceroute info:

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

C:\Users\Andrew>tracert 212.183.133.177

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

  1    <1 ms     1 ms     1 ms  www.routerlogin.com [192.168.0.1]
  2     *        *        *     Request timed out.
  3    39 ms    39 ms    39 ms  02780814.bb.sky.com [2.120.8.20]
  4    38 ms    37 ms    37 ms  ae99.edge3.London2.Level3.net [212.187.201.57]
  5    37 ms    38 ms    37 ms  ae-0-11.edge4.London2.Level3.net [4.69.200.126]

  6    38 ms    40 ms    38 ms  ae-3-3.ebr1.London1.Level3.net [4.69.141.189]
  7    40 ms    38 ms    38 ms  ae-41-41.ebr1.London1.Level3.net [4.69.167.18]
  8    38 ms    38 ms    37 ms  ae-59-114.csw1.London1.Level3.net [4.69.153.126]

  9    38 ms    37 ms    38 ms  ae-121-3507.edge4.London1.Level3.net [4.69.166.9
]
 10    52 ms    55 ms    60 ms  195.50.122.66
 11    51 ms    51 ms    51 ms  85.205.116.2
 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\Andrew>

serial number of version 3 sure signal is:  40131973600

[DavidT-]

I supplied my diagnostic details a few weeks ago.  The SureSignal has continued to display the flashing power and solid orange internet light every few days.  It always corrects if I cycle the power, or press the reset button.  My internet connection appears to be very good.  I should not have to keep doing this with the Sure Signal.

Can I ask one of the Vodafone team following this forum what exactly the problem is?  There are a lot of posts in this forum, but I do not remember seeing one that explained the nature of the problem in any detail.  What exactly does the light condition indicate?  If I can restart the SureSignal reliably by cycling the power (as, it appears, from many posts in this forum, can other people), why cannot the SureSignal reset itself automatically?  It appears that there is something disupting the operation of the SureSignal, but that the SureSignal cannot recover without user intervention - which is poor, when it happens so frequently.

[ElizabethIngram]

speed test results

ping 27 ms

download speed 6.76

upload speed 0.90 Mbps

Serial no 40133809398

IP address

213.253.61.121

traceroute results attached

[johneo]

Mine too!

Been working fine sine 7th Jan

This morning red light flashing and one orange light.

Tried all resets inc modem.

Nothing works?

Vodafone issue?

 Serial Number 40134655790