Version 3 VSS Lights (Power - flashing, Internet - off, In Service - orange, In Use - 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: Off
• In Service: Solid Orange
• In Use: Solid Orange

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

[Will20]

Hi 

I have had a Sure Signal V3 since Friday as my old V2 unit stopped working. It took 24 hours and 3 resets before it started working - for about an hour! It hasn't worked since. It goes between a steady red light and slow flashing internet light, followed by a period of flashing power light and steady orange service and in-use lights (as per the title of this thread). 

My speed test is 13.29 Mbps down and 11.55 Mbps up

Ping is 25 ms

My IP address is 217.10.134.245

The serial number of the SS is 42143930875

The result of the traceroute is:

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

C:\Users\Will>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 192.168.0.1
2 32 ms 24 ms 20 ms gw-1301.alcester.air-band.net [217.10.134.129]
3 14 ms 15 ms 16 ms 82.147.5.53
4 19 ms 9 ms 19 ms ae1-1-core0.sdsdn.uk.as6908.net [62.149.52.57]
5 23 ms 21 ms 17 ms ae0-core0.sdsds.uk.as6908.net [62.149.50.94]
6 27 ms 21 ms 32 ms ae0-core0.tcsov.uk.as6908.net [62.149.50.106]
7 34 ms 31 ms 39 ms ae0-core0.thest.uk.as6908.net [62.149.50.158]
8 18 ms 26 ms 23 ms ae2-core0.thnor.uk.as6908.net [62.149.50.170]
9 33 ms 24 ms 72 ms lndgw2.arcor-ip.net [195.66.224.124]
10 32 ms 19 ms 22 ms 85.205.0.86
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.

Can you help me please?

[jladbury]

Suresignal stopped working yesterday after several weeks without problem. No changes made here. Have reset several times to no avail. The device has also tried to reconnect by itself several times, again without success.

Diagnostics:

Speedtest results: Ping 19ms Download 35.25 Mbps Upload 8.89 Mbps
Pingtest results: Line Quality B* Ping 11ms Jitter 1ms
External IP: 146.200.45.250 and ::ffff:92c8:2dfa
Suresignal serial no: 40132728490

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

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

1 3 ms 5 ms 3 ms dsldevice.lan [192.168.1.254]
2 9 ms 9 ms 9 ms lo0.10.central10.ptw-bng01.plus.net [195.166.128
.170]
3 30 ms 10 ms 8 ms irb.10.PTW-CR01.plus.net [84.93.249.1]
4 12 ms 10 ms 10 ms lndgw2.arcor-ip.net [195.66.224.124]
5 11 ms 10 ms 9 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.

[Retired-Matt_B]

Hi everyone,

@gravityisahat - There are compatibility issues with your router. Please try speaking with your ISP to get a different model

@Mustardears - You'll need to speak with your ISP to discuss this further. By setting the Sure Signal to a higher priority, the bandwidth won't be taken up by other devices first.

@BenOpie, @Brianatshamba and @jladbury - Your IP address' are registered within the USA. You'll need to speak to your ISP's, so they can then assign a UK based address.

@mjl42 - I'm glad it's up and running

@JamesThompson - Please try using an alternative 12v 1.5amp power adapter in your Sure Signal.

@Will20 - Please ensure that the following ports are open:

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:

• Unplug the ethernet cable from the Sure Signal
• 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
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

Thanks,

Matt B

[gravityisahat]

Hi Matt

Please can you clarify exactly what the compatibility issues are with my router (BT Business Hub 5)  in order that I can explain this to BT. There are many conflicting accounts of this specific issue around and I want to be sure I know what the problem is before having to explain it to them. Also given that BT are arguably the most ubiquitous service provider shouldn't your device be compatible with theirs? I spoke to Vodafone this morning and was told this problem would be escalated. Is this escalation? To be told in effect ‘it’s someone else’s problem that our equipment does not work properly.’ I feel able to say this given the number of frustrated users on this forum.

Nothing personal of course (You and your colleagues are doing your best) but please escalate this again - your bosses should know about this issue and do something about it.

Cheers

Chris

[Retired-Kay]

Hi @gravityisahat ,

Apologies, it's the BT Home Hub 3 that the Sure Signal has compatibility issues with. There hasn't been a connection to our servers since 12 November. 

Please try a different Ethernet cable (in a different port) to see if this helps. You can also change the priority of the Sure Signal on your router settings. We can't advise how to do this, however BT will be able to help further. 

@Mustardears - Apologies for the confusion. Matt isn't referring to devices physically being plugged into your router. If you have any devices using Wi-Fi (games consoles, phones, laptops) then this will be using your bandwidth. 

Please try the Sure Signal at an alternative location so that we can determine if the issue lies with the connection or the unit itself. 

@bigviv - Thanks for letting is know this is now working for you. Everyone connected to the Sure Signal will need to turn their phones off and back on again. 

@mike07 - Everything is fine with the details you've provided. Please follow the instructions I've posted to gravityisahat above. 

@macszop - Your traceroute is fine. We're aware of compatibility issues with the BT Hub 3. Please try it an alternative location (with a different internet connection/router) to see if this works. 

@Will20 - We can't give advice on individual router settings. You'll need to speak to your ISP regarding this. 

Please try deregistering your Sure Signal for six hours. If possible try a new Ethernet cable in a different port and then re-register. 

@neilbamboo - As mentioned above, the BT Hub 3 has compatibility issues. As it's working with a different router, it's likely this is the cause. I'd recommend speaking to BT to see if they can help further. 

@jvillani - Please supply the following information so that we can help further;

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.

Thanks

Kay

[Will20]

Hi Matt,

Could you please clarify your advice. So far I have done the following but the SS still isn't working:-

1 - I have established that I have a fixed IP address from my ISP

2 - I have given the SS a fixed address within my LAN (everything else is on DHCP)

3 - I believe that I have successfully opened the port numbers you have given (port forwarding) for the SS's specific local fixed IP address

4 - I have re-booted the SS repeatedly. It's still not working.

I have not tackled 'allowing' the IP addresses on the router as I've not been able to figure out how to do it. Looking on various pages on Google, it seems to me that it is not uncommon to open a single port for a single remote IP address, but I could not find an example which showed opening multiple ports for multiple IP addresses. I went on the www.portforward.com site which had a good specific page about port forwarding for my router (TP Link WDR4900) specifically for a Sure Signal, but it made no mention at all of the secondary task of allowing certain external IP addresses.

I have spent a long time on Google trying to find out how to do all of this and frankly I'm not sure that a supposedly plug and play device for the home should require so much user input!

As a side issue, when re-booting my SS, however long I hold the button for the lights stay lit. When I release the button, they go out, and then come back on again about a minute later. Is this correct or an indication of a faulty unit?

Thanks for your help.

[jladbury]

Spoke to my ISP (Plusnet). They do apparently have a range of USA-registered IP addresses, and I had picked one up when I restarted my router. Another restart picked up a UK-based one, and the SS is now working again. Plusnet agreed to put me on a static IP from now on.

[neilbamboo]

Thanks,

Using BT Business Hub 3

Have changed ports as requested

Not sure how to complete:

IP addresses to be allowed on the router & firewall

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

But tried with firewall disabled

Still same result

Have also taken sure signal home and successfully used on Virgin super hub so unit is OK

[jvillani]

Hi there,

Yes it did work and now has stopped working. No router modifications were made, no reboots either. It just stopped working. First my mobile phone will stop getting a 3G signal (lights on SS box all are OK at this stage, 2 solid whites). Then, a few hours later I'm getting the Power flashing and 2 orange lights).

I've rebooted the SS box many times, switched off for a few hours etc.... nothing will do.

Funny thing is that (twice now) it will start working again from Friday lunchtime (ish) till about Monday/Tuesday, then go off again.

[bigviv]

hi - so i'm now on this forum from another because i've got the issue described here with the lights and dropped calls etc etc. after several restarts, still having the same problem. here are the requested bits of info - please help!

Speedtest 41.72Mbps/18.50Mbps

Ping 20ms

IP: 217.42.241.233

Serial Number: 40124104171

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

1 3 ms 5 ms 2 ms BThomehub.home [192.168.1.254]
2 8 ms 10 ms 6 ms 217.32.145.228
3 6 ms 6 ms 7 ms 217.32.145.254
4 12 ms 10 ms 14 ms 212.140.206.74
5 12 ms 11 ms 10 ms 217.41.169.189
6 12 ms 12 ms 11 ms 217.41.169.107
7 45 ms 12 ms 10 ms acc1-xe-0-3-0.sf.21cn-ipp.bt.net [109.159.251.73
]
8 20 ms 19 ms 21 ms 109.159.251.41
9 16 ms 16 ms 17 ms host213-121-193-156.ukcore.bt.net [213.121.193.1
56]
10 22 ms 21 ms 24 ms lndgw2.arcor-ip.net [195.66.224.124]
11 18 ms 18 ms 22 ms 85.205.0.86
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.