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

[jhopkins]

They don't fix it...they  tell you how to fix it...or not  .......lol  !!

[jonathangeorge1]

Hi

Have changes ISP from BT to PlusNet (BT by a different name !!)

Sure Signal 3 not able to connect to Voda

As per requirement of 'thread reply'

- Speed Test - 31.95 Mbps Download, 5.93 Mbps Upload

- Ping Test - 24ms (jitter 6ms)

- WAN IP - 84.51.152.110

- Unit Serial Number - 42150257451

- Tracert - C:\Documents and Settings\jong>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     3 ms     1 ms     1 ms  BThomehub.home [192.168.1.254]
  2    12 ms    11 ms    11 ms  lo0.10.central11.pcl-bng03.plus.net [195.166.130
.165]
  3    13 ms    11 ms    13 ms  irb.11.PCL-CR01.plus.net [84.93.249.97]
  4    12 ms    11 ms    11 ms  ae1.ptw-cr01.plus.net [195.166.129.0]
  5    16 ms    16 ms    14 ms  ldngw1.arcor-ip.net [195.66.224.209]
  6    15 ms    13 ms    12 ms  85.205.0.93
  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.

Also,

- have factory reset many times.

- opened ports on router (BTHomeHub3) 8, 50,123, 500, 4500 & 1723

Please assist as local Voda's signal is become particularly bad since Sure Signal has stopped working !!

Looking forward to your reply.

Regards

Jonathan GEORGE

[tomalbanese]

Hi recently upgraded to fibre otic connection and recieved new router. Now sure signal wont connect.

speed test:

ping = 26ms download = 74.82Mbps upload = 18.31Mbps

png test:

ping = 33ms jitter = 5ms

ip address:

217.45.61.225

serial No:

40134709779

tracert:

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     3 ms     1 ms     1 ms  BTBusinessHub.home [192.168.1.254]
  2    12 ms    12 ms    12 ms  host81-148-32-1.in-addr.btopenworld.com [81.148.
32.1]
  3    12 ms    12 ms    12 ms  213.120.178.141
  4   158 ms    13 ms    13 ms  213.120.177.98
  5    13 ms    14 ms    13 ms  213.120.178.65
  6    14 ms    13 ms    13 ms  217.41.168.107
  7    14 ms    13 ms    13 ms  acc1-10GigE-0-2-0-6.l-far.21cn-ipp.bt.net [109.1
59.249.101]
  8    13 ms    13 ms    13 ms  core3-te0-10-0-18.faraday.ukcore.bt.net [109.159
.249.19]
  9    14 ms    13 ms    14 ms  peer1-xe0-0-0.faraday.ukcore.bt.net [213.121.193
.161]
 10    59 ms    18 ms    15 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    15 ms    15 ms    14 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.

I'm guessing there's a problem getting through to the servers

[tomalbanese]

Oh and i tried reregistering the sure signal to see if it would make any difference. I did it after I had posted the previous results.

[arukDave]

@tomalbanese

BT Infinity?

If so, and you have the new BT router and an "Outreach" box, you may be in a world of pain re the sure signal.

It can work with BT's Infinity service (we have that here in the office) but not with the as BT supplied it hardware.  

Scroll back through the history of this matter on this message list.  Go back at least 12 months!

Regards.

Dave B.

(Not part of Vodafone or BT.)

[sventhebrit]

Hi There,

My Sure Signal v3 has been working OK since Oct/Nov 2014.

This morning I have flashing power light and and the Service and In-Use lights on Solid Orange.  I have rebooted 3-4 times, I get the pulsing Internet light and then the light sequence as described.

There have been no network changes and all other devices are working OK.

The requested details are

Speed Test
Ping: 33ms
Download: 21.63Mbps
Upload: 15.56Mbps

Ping Test
Ping: 41ms
Jitter: 13ms

External IP Address is 83.167.186.48

Sure Signal Serial is 42143913723

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms 192.168.1.1
2 10 ms 9 ms 8 ms ip-186-1.redrawinternet.com [83.167.186.1]
3 32 ms 26 ms 23 ms awell-sov-rtr1.awellconnected.net [83.167.165.1]

4 14 ms 20 ms 15 ms ip-165-11.redrawinternet.com [83.167.165.11]
5 13 ms 17 ms 23 ms v219.core1.lon1.he.net [216.66.86.33]
6 17 ms 24 ms 23 ms 10ge5-2.core1.lon2.he.net [72.52.92.222]
7 18 ms 24 ms 18 ms ldngw1.arcor-ip.net [195.66.224.209]
8 22 ms 15 ms 13 ms 85.205.0.93
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.

We have zero VF reception here without the Sure Signal, so please help get us reconnected quickly.

Thank you

Steve

[dovcot138]

Tried reset and no joy. 

Speedtest result http://www.speedtest.net/my-result/4400421059

Pingtest result http://www.pingtest.net/result/124232382.png

IP address 80.247.19.160

Serial 42141616724

Tracert attached. 

[_mark_]

I have this problem with my Sure Signal V3. It has been working fine for months. 

I've tried restarting and resetting it and rebooting my rooter - but still get the same problem.

Sure Signal serial number: 40133483194

I have done the following:

1. Internet connection is fine. Speed Test results on BT Infinity:

68.06Mbps download

16.88Mbps upload

1. Router configuration has not changed at all, BT Home Hub v5. The last firmware change was in Jan 15, so no reason to think that has changed. Not checked the port forwarding, but it has been fine since up until now without needing any modifications
2. Unplugged sure signal several times to no affect
3. Rebooted the router
4. Rebooted the suresignal by pressing the reset button for 30+ seconds
5. Traceroute output:

tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 3 ms 3 ms 3 ms BThomehub.home [192.168.1.254]
2 * * * Request timed out.
3 * * 20 ms 31.55.186.129
4 21 ms 22 ms 21 ms 31.55.186.168
5 22 ms 21 ms 24 ms 195.99.127.40
6 47 ms 50 ms 45 ms peer1-xe0-0-0.faraday.ukcore.bt.net [213.121.193
.161]
7 50 ms 75 ms 54 ms lndgw2.arcor-ip.net [195.66.224.124]
8 61 ms 64 ms 57 ms 85.205.0.86
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.

Please could someone from Vodafone check on their side to see if it is connecting to their servers? This is important to me as I work from home.

Thanks,

Mark

[wkbees]

Hi

My VSS 3 has been showing this fault since this morning. It has been up and running fine for a few months.

Please help as I have no signal what so ever without it.

I have done a reset and it made no difference.

Speed test

download  2.24

upload  .67

ping 23ms

Ping test

122ms

jitter 41ms

serial number 43150707024

external ip  5.70.137.5

tracer route results:

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

C:\Users\UserWin7>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     1 ms     7 ms     3 ms  SkyRouter.Home [192.168.0.1]
  2     *        *        *     Request timed out.
  3    33 ms    29 ms    31 ms  027808b8.bb.sky.com [2.120.8.184]
  4    31 ms    31 ms    30 ms  02780a9d.bb.sky.com [2.120.10.157]
  5    31 ms    31 ms    35 ms  85.205.0.86
  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.

please help  its making me sad

[arukDave]

@wkbees

You may need to talk with your ISP (Sky, from the IP address you quote) and ask them to check if any change has been pushed out by them.

One "feature" that seems to stop the SureSignals dead in their tracks, is if there is any "Packet Fragmentation" happening between you and the VSS servers.

Your router (and everything between you and the servers) ideally needs a MTU value of 1500, or any facility to allow "Fragmented Packets" into your LAN from Vodafones servers enabling.  (Such features are usually disabled by default.)

Note!  If you force a factory reset on the VSS, it'll take hours again, to re-do all it's updates etc before coming back online, even if there are no other problems!

Regards.

Dave B

(Not part of Vodafone)