Flashing RED and two stable ORANGE

[stevehold]

My Sure Signal 3 stopped working a week ago after 18 months of reliable service.  I have spoken to both Vodafone support and my ISP support - they both refer me to the other party so I'm going round in circles without much progress.  I've tried the obvious things like resetting the VSS and restarting the router.

Lights:  Flashing Red, Off, Stable Orange, Stable Orange

Speed: Upload 30 Mbits, Download 19 Mbiits, Ping 31 ms (this was across WiFi, I normally get 80 Mbits across ethernet)

IP: 146.198.238.146

Serial No: 42153612157

Traceroute:

Traceroute has started…

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets
1 dsldevice (192.168.1.254) 4.594 ms 1.599 ms 1.534 ms
2 172.17.0.210 (172.17.0.210) 9.919 ms 9.668 ms 9.523 ms
3 172.17.5.46 (172.17.5.46) 9.932 ms 9.949 ms 9.985 ms
4 172.17.11.2 (172.17.11.2) 11.385 ms 11.619 ms 11.367 ms
5 be2.pcn-ir01.plus.net (195.166.129.164) 11.170 ms 11.304 ms 11.339 ms
6 core1-be1.colindale.ukcore.bt.net (195.99.125.132) 11.432 ms 11.686 ms 11.805 ms
7 195.99.127.83 (195.99.127.83) 12.278 ms 14.317 ms 12.434 ms
8 t2c3-et-3-3-0-0.uk-lon1.eu.bt.net (166.49.211.238) 36.458 ms 31.911 ms 36.858 ms
9 166-49-211-254.eu.bt.net (166.49.211.254) 11.836 ms 11.726 ms 11.784 ms
10 * * *
11 * * *

[Alex]

@stevehold To assist you with this, I've just perfomed a resync on your Sure Signal. Please allow six hours to pass before restrarting your device.

Let us know how you get on 🙂

[stevehold]

I waited for 7 hours before restarting my Sure Signal but still have the same error light sequence I'm afraid.

What next?

[nheyward]

Hi - I have exactly the same issue. After over a year of the Sure Signal doing its job correctly; it is now failing to reconnect and just has flashing red power light, and two stable orange lights.

This has happended following a few days of having the router switched off, but I'm not sure why/if this would have caused it not to reconnect as before.

After several live chats, I've been recommended to:

- reset the Sure Signal; this didnt work

- switch off the sure signal, and switch off all mobile phones and remove sim cards. Then repower and turn on mobiles again so they register with the network; this hasnt worked either

As with other posters on here, without the Sure Signal we have no coverage in our house, so unless this can be resolved we have no other choice but to go to another network operator.

Any advice on next steps to get it working again appreciated,

[Tash]

@stevehold @nheyward With the light sequences you're seeing, this does indicate an authentication failure.

Please speak with your Internet Service Provider and advise them you're trying to set up a VPN tunnel.

If you're using a static IP address, please advise them that you're trying to set a VPN tunnel and the IPsec is being blocked on an internal firewalled server within their network.

If you're using dynamic IP addresses, please advise your Internet Service Provider that you're trying to set up a VPN tunnel and that the IPsec packet is being fragmented in transit.

[stevehold]

I have already provided my ISP with the information regarding packet fragmentation and unblocking IPsec in the firewall a week ago. So far I have received no feedback that they are even slightly intersted in acting upon this suggestion.  Magically my Sure Signal started working early this morning - however there is no evidence to suggest that the ISP did anything so I suspect that Vodafone finally found the source of the authentication failure them selves and fixed it.

[chayes]

I have a similar issue, details as follows:

Lights:  Flashing Red, Off, Stable Orange, Stable Orange
 - Periodically, I get: Steady red, flashing white, off, off and then it goes back to: flashing red, off, orange, orange again.

Speed: Upload 0.36 Mbps, Download 5.85 Mbps, Ping 42 ms

IP: 81.135.43.33

Serial No: 40131628055

Traceroute:

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     2 ms     2 ms     2 ms  BThomehub.home [192.168.1.254]
  2    30 ms    30 ms    85 ms  217.47.212.58
  3    29 ms    29 ms    29 ms  217.47.212.193
  4    33 ms    33 ms    34 ms  213.1.69.30
  5    33 ms    33 ms    33 ms  31.55.164.103
  6    34 ms    34 ms    33 ms  213.120.182.71
  7    35 ms    35 ms    34 ms  31.55.164.109
  8    34 ms    34 ms    34 ms  109.159.248.221
  9    39 ms    43 ms    39 ms  core2-te0-3-0-14.ealing.ukcore.bt.net [109.159.2
48.154]
 10    40 ms    39 ms    39 ms  peer6-te0-0-0-9.telehouse.ukcore.bt.net [194.72.
31.155]
 11    39 ms    38 ms    38 ms  t2c3-et-7-1-0-0.uk-lon1.eu.bt.net [166.49.211.22
8]
 12    39 ms    40 ms    40 ms  166-49-211-254.eu.bt.net [166.49.211.254]
 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

Please help.

Chris.

[Tash]

Thanks for updating us @stevehold, I'm glad to hear that your Sure Signal is now up and running again.

@chayes For the Sure Signal to connect, it requires a minimum upload and download speed of 1Mbps. 

For further assistance, please speak with your Internet Service Provider (ISP).

[chayes]

Natasha,

My Sure Signal has been working fine since 2014 (when I last had to raise a fault with you), and my broadband speed is no worse now (in fact it is better) than it was then.

Have Vodafone recently changed the upload / download speed requirements for Sure Signal?

My Sure Signal is now blank (i.e. no lights at all, not even power light)

Chris.

[chayes]

@Vodafone - 24 hours and no response from you - please help.

Thanks,

Chris.