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Solution

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

Retired-Lee
Moderator (Retired)
Moderator (Retired)

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

2,480 REPLIES 2,480

Update - so a while after writing the last post I happened to be in the room with the VSS box so that I could reset the router.  Once again, it was showing one solid red light and two solid white lights (Internet and In Service) - which to me means I am back on line.  

 

After resetting the router - the VSS box went to a flashing red light and one orange light solid (Internet) and then back to the usual flashing red and two solid orange ( In service and In Use).

 

Wonder if it will be successful post the router "reboot".  Assuming everything is ok - how long should the VSS box take to come back up to a working state?  best / average / worst case?

 

Andrew

swyddefrog
2: Seeker
2: Seeker
Heh. Was about to wander downstairs to look at the VSS. It's working as I've got a 3G sig to the phone again.

Wonder how long it will stay connected this time...

Are there any logs on the VSS that people can access?

Andrew

VSS still working this morning as I left - let's see if it is still up when I get back tonight....

 

*fingers crossed*

 

Andrew

dcv
2: Seeker
2: Seeker
SS now working. Thanks Vodafone.

LeeBirch
2: Seeker
2: Seeker

Hi,

 

I am having the same problem as above.

 

I have enabled port forwarding, tried different plug sockets, re-set several times etc.

 

Please could you help?

 

My details are as below:

 

Speed Test Results

Download Speed - 11.75mbps
Upload Speed - 0.83mbps
Ping - 30ms

 

Ping Test Results

Ping - 28ms
Jitter - 6ms

 

External IP Address

5.67.98.126

 

Sure Signal Serial Number

40133800124

 

Traceroute Results

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

C:\Users\leeb>tracert 212.183.133.177

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 SkyRouter.Home [192.168.0.1]
2 * * * Request timed out.
3 30 ms 23 ms 23 ms 0278085c.bb.sky.com [2.120.8.92]
4 24 ms 23 ms 26 ms ae99.edge3.London2.Level3.net [212.187.201.57]
5 59 ms 23 ms 25 ms ae-0-11.edge4.London2.Level3.net [4.69.200.126]

6 23 ms 23 ms 23 ms ae-3-3.ebr1.London1.Level3.net [4.69.141.189]
7 26 ms 26 ms 24 ms ae-43-43.ebr1.London1.Level3.net [4.69.167.26]
8 24 ms 25 ms 23 ms ae-58-113.csw1.London1.Level3.net [4.69.153.122]

9 25 ms 23 ms 23 ms ae-121-3507.edge4.London1.Level3.net [4.69.166.9
]
10 44 ms 43 ms 43 ms 195.50.122.66
11 41 ms 43 ms 44 ms 85.205.116.14
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.

 

 

CScottAxis
4: Newbie

Hi

 

Trying to setup a Suresignal 3 for a customer, wouldnt work at their office, so have it on my test network now in my office with same problem (I have updated the postcode on the suresignal account)

 

speed test
ping 22
down: 10.21
up: 0.87

 

ping test
packet loss: 0%
ping 34ms
jitter 2ms
Grade A

 

external ip: 212.42.184.20

 

Suresignal serial: 40132621539

 

Traceroute:

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  my.router [192.168.230.254]
  2    <1 ms    <1 ms    <1 ms  adsl-212-42-184-17.fast.net.uk [212.42.184.17]
  3    20 ms    23 ms    26 ms  th41-7201-bt21cn-router1.fast.net.uk [212.42.162.226]
  4    20 ms    20 ms    18 ms  th41-asr-router1.fast.net.uk [212.42.162.122]
  5    14 ms    12 ms    18 ms  th11-asr-router1.fast.net.uk [212.42.162.118]
  6    23 ms    24 ms    26 ms  ge-1-3-0-7.lon1.as8553.net [195.10.255.117]
  7    12 ms    11 ms    12 ms  lndgw2.arcor-ip.net [195.66.224.124]
  8    29 ms    28 ms    21 ms  85.205.116.2
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.

 

If you could reset/resync/whatever that would be great.

 

Also once I confirm this actually works, and move it back to my customer's office (and update the postcode), will it just work? or do i need to let you know the new external ip address?

 

Thanks

 

Hi there looking for some technical help on this.

 

the information you asked for:

 

Your speed test results:

73 down

18 up


Your ping test results:

19ms

0 Jitter


Your external IP address:

217.40.247.133

 

Your Sure Signal serial number:

40133639019

 

The results of a traceroute:

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms 192.168.0.254
2 16 ms 15 ms 15 ms 81.148.0.1
3 68 ms 19 ms 18 ms 213.120.178.141
4 21 ms 19 ms 19 ms 213.120.177.98
5 16 ms 16 ms 16 ms 217.41.168.63
6 19 ms 19 ms 19 ms 217.41.168.107
7 16 ms 19 ms 19 ms 109.159.249.118
8 20 ms 23 ms 23 ms 109.159.249.35
9 17 ms 17 ms 17 ms 109.159.254.173
10 21 ms 19 ms 19 ms 195.66.224.124
11 21 ms 20 ms 20 ms 85.205.116.14
12 * * * Request timed out.
13 * * * Request timed out.

 

DaveCD
Moderator (Retired)
Moderator (Retired)

@bobeard

 

Please can you let us know which Home Hub you’re using?

 

@swyddefrog

 

I’m pleased to see that this is working.

 

We don't have any logs we can access but let us know if anything changes.

 

@dcv

 

Awesome!

 

@LeeBirch

 

Please can you check the serial number you’ve provided as this is showing as not being registered?

 

@CScottAxis

 

This has been registered but not connected to our server, is this on a corporate or standard internet connection?

 

@deadringers

 

Please can you try the following?

 

Check that your Sure Signal has been assigned an internal IP address by your router.

The Sure Signal must be assigned an internal IP address by your router. If your router supports DHCP (Dynamic Host Configuration Protocol), this must be enabled as doing so will enable the router to assign an IP address to your Sure Signal automatically.


For more instructions on how to do this, please check your router manual or contact your ISP or router manufacturer.

 

If your router or network configuration doesn’t allow DHCP, you’ll need to assign a static IP address to your Sure Signal's MAC Address by using your router's configuration panel. Please contact your ISP or router manufacturer for instructions on how to do this. The MAC address can be found on the sticker at the back of the Sure Signal.

 

Manually configure your router to allow port-forwarding.
In most cases, routers support a system called Universal Plug-n-Play (UPnP), which sets up port-forwarding for you automatically. If you’ve got a complicated network setup, or a complex router, you may need to enter these settings manually.

Please see the following for a list of IP addresses and port numbers that need to be forwarded to your Sure Signal's internal IP address. For instructions on how to do this, we recommend you contact your ISP or Router Manufacturer, or refer 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:
Port 50 - TCP/IP
Port 4500 - UDP
Port 500 - UDP
Port 123 - UDP

Port 8 - TCP/IP

Port 1723 (BT customers only) - TCP/UDP

Port 53 – TCP/UDP

Port 67 – UDP

Port 68 – UDP

Port 33434 – 33445 - UDP

 

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 also needs to assign the Sure Signal with a DNS (Domain Name Server) address via DHCP (Dynamic Host Configuration Protocol).

 

 

BT Infinity Customers.

If you’re a BT Infinity customer, you’ll need to log into your router admin page and select port clamping.

 

Once this has been selected please restart your router and Sure Signal.

 

Check your MTU settings.

Log into your router admin page and find the location of the MTU field. This varies depending on the make and model so you’ll need to look for it.

 

Change the value of the MTU size to 1500.

 

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

 

If you are a Virgin Media customer, please make sure IPsec passthrough is selected.

Cheers

 

DaveCD

Hi DaveCD

 

It is currently connected to a standard internet connection via a Draytek Vigor 2900, and I configured the port forwarding to the suresignal as well. The Router is showing sessions to 212.183.131.139 on ports 500 and 4500

 

Thanks

 

Hi,

I am using a Home Hub 3

 

Thanks

 

Bob