Lights: power - flashing, internet - off, service - solid orange, use - off)

[Retired-Lee]

• Power: Flashing
• Internet: Off
• In Service: Solid Orange
• In Use: Off

This light sequence indicates that the Sure Signal isn’t active and has failed to connect with our network.

Troubleshooting steps:

Wait 24 hours.
It can sometimes take up to 24 hours for the Sure Signal to fully register with the server. Before attempting any of the steps below, please wait 24 hours.

Check for planned maintenance.

Planned maintenance can cause periods of downtime, so check the forum for any planned maintenance. If there is, this will be announced at the top of the Sure Signal forum.

Check that your Sure Signal has registered successfully.
Before your Sure Signal can connect to our network, you need to register it with us.

You’ll receive a text or email to let you know when the registration is complete and your Sure Signal won’t work until you’ve received this message.

To check your Sure Signal is 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’ve not yet registered your Sure Signal, you can do this directly from the My Sure Signal page in My Account.

If you’re a Business customer, please register at our Business Sure Signal page.

Check the physical connection between your Sure Signal and the router/modem.

In order to work, the Sure Signal needs to be connected to a spare Ethernet port on your router or modem, or a Hub/Switch that is connected to an internet gateway.

In some cases, it’s possible for an Ethernet cable to be faulty, in which case it may not allow your router and Sure Signal to talk to each other.

To verify that the Ethernet cable works, check the lights at the back of your Sure Signal where the cable is plugged in.

There should be a link light on permanently which indicates that an electrical circuit has been established through the cable.

There should also be a light which flashes whenever data is being passed through the cable. If either the data light or the link light do not come on, this could indicate a problem with the cable itself. Please try a spare cable, or plug the cable into a different port on your router/modem.

Check that you’ve got an active internet connection.
Make sure you can connect to the internet on another device, such as your PC or phone. If you can’t connect, this indicates a problem with your router or your Internet Service Provider (ISP).

We recommend rebooting the router to see if this then allows you to connect to the internet.

Reboot your router/modem.

1. Turn off your router or modem at the wall for 10 seconds and then turn it back on
2. Wait for the lights on your modem/router to indicate that an internet connection has been established
3. Press the reset button on the Sure Signal

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:

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

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.

Perform a reset of the Sure Signal:

1. Locate the button on the base of the box next to the Ethernet ports
2. Press and hold the button for approximately 30 seconds
3. Once the lights come back on, release the button

Post your router/ISP details and Sure Signal serial number.

If you’ve done all of the above, or you’re struggling with configuring your router, please post your router's make and model number below. Please also include your Sure Signal serial number and the name of your ISP.

We find that other users of the same router will usually be able to share tips with you, to get things working.

We’ll also attempt to help with this, but due to the number of different manufacturers and models, it is not always possible. We don’t officially support any form of router configuration, so we’ll always recommend contacting your router manufacturer or ISP for assistance first.

Thanks, 

Jenny

[Gemma]

Hi barrybarry,

I can see your Sure Signal made contact with the network at 12:12am today.

Thanks,

Gemma

[kerryc1968]

Hi my VSS box stopped working yesterday, after a reset i get solid first and second lights and the fourth light flashes, then it resets itself again and just a solid first light.

No issues with the internet connection on any other device.

Seial number is 21231541778 Sagem BSR Femto

any advice?

Thanks

Kerry

[dw1287]

Good morning,

Hoping someone can help...  we have a VSS version 3 that generally has been very good.  Over the last 2 months it has been playing up a lot, mainly with red power light flashing, the Internet off, In Service solid and the In Use Solid. 

At some point it seemed to rectify itself for a couple of weeks and was working fine then the problem came back again last week.  Then for no obvious reason the unit now has the flashing power, Internet off, solid In Service and In Use off.

I have checked everything on the troubleshooter.  The router has given the VSS a local IP address and the conenction to the router is fine.  The router is the standard BT Home Hub 3, which I think has a fixed MTU of 1500.  Nothing has been changed in the router settings, and the network setup is pretty standard.

The VSS has had the reset button held for 30 seconds but it has had no effect.  It is showing on the Vodafone website as registered.

The serial number is 40123660538, and the ISP is PlusNet.  Not sure what else to check, hence the post.

Thanks in advance, David.

[dw1287]

Following on from my post yesterday, decided to bring the VSS into work to try it on a different internet connection.  The VSS got an IP address from the network ok, therefore presuming it should get onto the internet ok, but the lights are still the same.  Flashing power, Internet off, In Service on and In use off.

Bit stumped with what to do next, and would appreciate some input from Vodafone please.

Regards,

David

[Ben_H]

Hi David,

Welcome to the eForum.

I'm afraid there is a compatibility issue with the Version 3 Sure Signal and BT Homehub 3. While requesting firmware updates from BT have helped some customers in the past, the most effective fix is to upgrade the router. Both Homehub 4 and 5 have worked fine with Sure Signal users.

Many thanks, Ben

[dw1287]

Morning Ben,

Thanks for the reply. I don't have an issue upgrading the firmware on my Hub 3, although I seem to remember seeing recently it is dated Nov 2013 which suggests it is not that old.  If there is a compatibility problem between the two devices, it doesn't explain why they have been working fine together in our previous house for 2+ years, and had been working in our new house for several months until it started playing up.  The Hub3 hasn't had any changes made to it... the only change I can think of recently is our internet connection doubled in speed back in April.  Just for the record, we only have standard ADSL it's not being used for Infinity/VDSL.

On top of that, the VSS is behaving the exact same way at my place of work, and that's going through a Draytek 2830 router.  I'm not trying to blame the VSS for being faulty as yet, but with the history it's had (i.e. working fine) I don't see what else it could be ?

I'll see if there's a newer firmware available first and if not I'll try a different router at home.

Regards,

David

[Gemma]

Hi David,

Just to clarify were you seeing the same light sequence at your work address?

Please check your ports by following the below:

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:

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 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.

Thanks,

Gemma

[dw1287]

Hi Gemma,

Yes, last week when I brought the VSS to work and connected it up, the lights were the same as at home (Power flashing red, internet off, service solid orange and in use was off).  I haven't looked/touched any port settings at work however.

At home over the weekend I tried a different router, set it up with factory default settings and experienced the same lights problem on the VSS.  An IP address was issued ok to the VSS and it seemed fine in that sense.  I didn't delve into any port settings but I can do...  As for my original BT Hub 3, I'm happy to go and setup the relevant port forwarding and test it etc, but as the VSS previously worked ok for 2+ years it doesn't make much sense to start fiddling with my router.  Will have a look and report back though.

Strangely though, up until about 1 - 2 weeks ago the lights on the VSS were actually, Power flashing red, Internet off, Service solid and In use solid, which appeared to be a different problem ?  I was going to post my results of all the tests required on the other thread but when the light sequence changed, it meant that I should post on this thread instead.....

For what it's worth, the results were :-

Serial number

40123660538

Speed test

Ping 46 ms

Down 14.03 mbps

Up 1.15 mbps

Ping test

Packet loss 0%

Ping 35 ms

Jitter 13 ms

External IP

 146.200.159.87

Tracert

  1     1 ms     1 ms     1 ms  BTHomeHub.home [192.168.1.254]

  2    24 ms    23 ms    22 ms  lo0.10.central10.ptn-bng01.plus.net [195.166.128

.228]

  3    46 ms    24 ms    22 ms  irb.10.ptw-cr02.plus.net [84.93.249.2]

  4    25 ms    26 ms    24 ms  ae2.ptw-cr01.plus.net [195.166.129.4]

  5    27 ms    22 ms    23 ms  te-4-2.car5.London1.Level3.net [217.163.45.249]

  6    23 ms    23 ms    23 ms  ae-52-52.csw2.London1.Level3.net [4.69.139.120]

  7    26 ms    22 ms    25 ms  ae-225-3601.edge3.London1.Level3.net [4.69.166.1

46]

  8    24 ms    23 ms    24 ms  CABLE-WIREL.edge3.London1.Level3.net [195.50.124

.26]

  9    24 ms    24 ms    23 ms  ae22-xcr1.lns.cw.net [195.2.30.61]

 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.

Regards,

David

[Gemma]

Hi dw1287,

I’ve just spoke with our technical team and they’re contacting you via email.

Thanks,

Gemma

[AM1979]

Good morning.

I'm having trouble getting service on my new Sure Signal. Summary below. Is this likely to be a BT Home Hub 3 issue, or due to my slow broadband? Anything else I can try?

Thank you
Anthony

Wait 24 hours.
First registered yesterday morning. Re-registered this morning.

Check for planned maintenance.

Checked, none visible.

Check that your Sure Signal has registered successfully.

Text and email received confirming Sure Signal is registered, also checked and confirmed at 'My Sure Signal'.

Check the physical connection between your Sure Signal and the router/modem.

Confirmed lights illuminated at the back of Sure Signal where the cable is plugged in.

Check that you’ve got an active internet connection.
Confirmed I can connect to the internet from all other devices.

Reboot your router/modem.

Tried a couple of times.

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

Confirmed router supports DHCP (Dynamic Host Configuration Protocol), this is enabled and Sure Signal is assigned an internal IP address by router.

Manually configure your router to allow port-forwarding.
Universal Plug-n-Play (UPnP), confirmed on and functioning.

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

Check your MTU settings.

Not sure how to find this on BT Home Hub 3.

Perform a reset of the Sure Signal.
Done a few times.

Post your router/ISP details and Sure Signal serial number.

Router: BT Home Hub 3.0
Sure Signal s/n: 40131018562

Ping: 54ms
Download speed: 2.95Mbps

Upload speed: 0.24Mbps

IP address: 109.157.50.238