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Solution

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

208 REPLIES 208

CAFOULK
2: Seeker
2: Seeker
I spent 5 weeks trying to sort my SureSignal out .. Tried all the issues recommended by Vodafone on the forum.. Utterly hopeless .
In the end , a contact of mine contacted Vodafone direct through a "business" route .
My SureSignal started working within 30 minutes .. It needed something done at Vodafone's end ...nothing to do with my router...

digb
2: Seeker
2: Seeker
My sure signal has stopped working since Sunday has solid red light and first light flashing white had no joy ringing customer care can you help

Hi I have had this box for over a year and never had any problems - on sunday it stopped working now only have a solid red light and no phone signal - any ideas please - very very frustrating

Hi Can you confirm that you the SKY IP address is whitelisted please

Ben_H
Moderator (Retired)
Moderator (Retired)

Hi digb,

I've moved your duplicate threads here in line with the eForum Ts&Cs.

Can you take a look at our Sure Signal Troubleshooting thread, and then post back your results if you’re not directed to an existing thread?

Cheers, Ben

Hi

 

I have been having problems for the last 2 weeks+ and have been reading the forum trying to get it fixed... Lights as above, multiple resets, router settings changed, cables verified, router settings changed and resets attempted.

The V3 VSS was registered in Oct 13 and has worked very well with no glitches or hitches but has now given up... At first I thought it may be network related so sat on it for a few days without pursuing a fix... There is very little info regarding the function of SureSignal re the network... Then I realised it was probably not a network issue so started reading here...

 

Here is some of the info you have been requesting...

 

VSS3 Serial No: 40124155538

Router: D Link: DSL-2640RS

ISP: Phone Co-op

 

Tests....

 

Speedtest

Ping 47ms

Down 4.79Mbps

Up 0.37Mbps

 

Pingtest

ping 55ms

Jitter 1ms

 

Ip address- 86.53.50.37

 

Microsoft Windows [Version 6.1.7601]

Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

 

C:\Users\Guy>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  192.168.1.1

  2    56 ms    56 ms    56 ms  lo-ctx-vsp-cop.edge01.lon3.uk.as20500.net [109.2

04.99.255]

  3    78 ms    90 ms   105 ms  xe-0-0-0-dot-3105.core01.lon3.as20500.net [109.2

04.1.200]

  4     *      139 ms   149 ms  xe-0-1-0-0.jar-001.cll.uk.easynet.net [135.196.6

9.152]

  5   113 ms    72 ms   131 ms  xe-0-1-1-201.jar-003.thn.uk.easynet.net [135.196

.69.154]

  6   155 ms   143 ms    65 ms  te0-4-0-6.gr10.telon.uk.easynet.net [87.86.77.14

]

  7   146 ms    55 ms   149 ms  ae2-98.lon10.ip4.tinet.net [77.67.74.109]

  8    70 ms    65 ms    64 ms  xe-1-0-1.lon11.ip4.tinet.net [89.149.185.166]

  9   124 ms    68 ms    64 ms  ae9-xcr1.lns.cw.net [195.2.22.217]

 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     *        *

 

 

My router is now configured for UPnP even though the VSS worked with this not on... I have also tried port forwarding but am not 100% sure whether it’s right... I am also not sure why I should have to do this as the VSS worked fine for so long without any setting altered... I have set MTU to 1500!

 

I have tried multiple resets but the VSS does not show the lights you mention... I can hold the reset button for 30 secs, 130 secs, minutes or I expect all day and the lights go out and do not come on again... When I release the reset button the VSS then shows solid power light and then the slow flashing white light for Internet before defaulting to the flashing red, solid orange, nothing, solid orange again... This may take an hour but it ends up the same... The VSS connected in a few minutes back in OCT 13...!

 

I understand you have some trouble shooting steps to take (see above!) but I do not want to be messing for days on end with a multitude of different settings as this is not expected and it worked fine initially... This “hints” and changes outside of the above and not in my control and I would like to get to an end point ASAP... Either faulty unit of some connection issue down the line...

Sukhi
Moderator (Retired)
Moderator (Retired)

Hi Wrigsby1

 

Thanks for providing all the details your traceroute looks OK.  Your upload speed is quite low so if you're using more than one device then you may experience dropped calls. I’d recommend speaking to your ISP to see if you can increase your package.

 

Sukhi 

Hi again

 

Thanks for the reply... A miraculous turnaround as VSS is working again... It's taken pity on me and started working again... Nothing changed from the above in the last 24hrs so there you go... We mainly use the service for reliable texting etc and not many calls so the poor upload speed is not overly onerous and we are very rural hence the VSS... Will be in touch should problems return... Hopefully not....:) 

 

 

nympilot
4: Newbie

My VSS v3 used to work fine for many months but stopped working a couple of weeks ago. My other voice and media applications (VOIP phone, Lync  voice, media streaming etc) all work fine.  Testing info shown below:

Power Light        Flashing Red

Internet light     On solid orange

In servce light    Off

In Use Light        On Solid orange

 

IP:           77.246.23.209

ISP:        Loop Scorpio

Router: Netgear WNR2000v2

VSS s/n: 40131626810

 

www.speedtest.net

                ping 31 ms

                download speed 5.44 Mbps

                upload speed 2.37Mbps

 

www.pingtest.net

                Line Quality B  MOS:4.37

                Ping       45 ms

                Jitter:    9 ms

 

C:\Users\>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  192.168.1.1

  2    24 ms    23 ms    23 ms  77-246-23-193.no-dns-yet.loopscorpio.net [77.246.23.193]

  3    26 ms    43 ms    31 ms  10.11.110.25

  4    18 ms    28 ms    25 ms  80-77-248-89.no-dns-yet.xifos.net [80.77.248.89]

  5    26 ms    41 ms    22 ms  77-246-17-57.no-dns-yet.xifos.net [77.246.17.57]

  6    33 ms    31 ms    32 ms  80-77-246-77.core.xifos.net [80.77.246.77]

  7    39 ms    30 ms    30 ms  213.130.48.201

  8    32 ms    31 ms    37 ms  ae-0.cw.londen03.uk.bb.gin.ntt.net [129.250.66.46]

  9    30 ms    32 ms    70 ms  ae22-xcr1.lns.cw.net [195.2.30.61]

 10     *        *        *     Request timed out.

 11     *        *        *     Request timed out.

 12     *        *        *     Request timed out.

 13     *        *  

Hi nympilot,

 

Your speed test, ping test and traceroute are all fine.

 

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

 

Your Sure Signal connected to our servers at 12:42am today, is it now working correctly for you?

 

If not, make sure the following ports are open/forwarded on your router:

 

Port Number

 

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

 

If they are, factory reset your device:

 

  • 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

 

Thanks,

 

Andy