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

[Retired-Dave]

Hi jcostar,

Try resetting the Sure Signal box again using the instructions at the top of this thread. This time, though, remove the Ethernet cable before starting and plug it back in once all the steps have been completed. 

The BT Home Hub 3 issue doesn't affect all users, and is often resolved by getting a later Home Hub version from your provider.

Also, are you able to try your Sure Signal box on his connection and vice versa? If the issue follows the box, it suggests that there's a fault with the Sure Signal unit itself.

You get a two year warranty with the Sure Signal, so if this is faulty within that time you can send it for repair.

Dave

[amerlini]

Hi, problem getting started with my Sure Signal:

• HUAWEI Echolife HG521 router
• Suresignal S/N - 40123631570
• ISP - TalkTalk
• Speed test - 6mps download, 0.8mps upload

I have:

• Waited over 24 hours, twice
• Checked my registration
• Checked the lights on the ethernet ports
• Confirmation of working internet connection
• Rebooted router, together with resetting sure signal
• Confirmed that DHCP is enabled (don't know how to check if an IP address has been assigned or not)
• Checked MTU settings - it is set to AUTO - reluctant to change this as I have other network devices that I don't want to disturb
• Checked UPnP is enabled - I don't understand the other bit about manually forwarding IP addresses/ports

Hope you can help...

Thanks in advance.

Tony.

[Retired-James]

Hi amerlini,

Everything sounds ok from what you’ve said and changing the MTU to 1500 won’t affect the other devices attached to your router.

This will just make sure that the data packets for the Sure Signal aren’t fragmented (broken up) in any way.

So we can look for any kind of line issue, please let us know the results from the following.

Your external IP address from here.

The results of a traceroute.

VSS Traceroute command

On a PC:

Click on Start and select Run

Type CMD into the Run box and press enter/click ok

A black box will appear.

In this box type tracert 212.183.133.177 press Enter

Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

Thanks

James

[amerlini]

Thanks for the reply.

My IP address - 2.98.117.63

Results of trace route:

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

  1     2 ms     2 ms     2 ms  192.168.1.1
  2    23 ms    15 ms    16 ms  host-2-98-112-1.as13285.net [2.98.112.1]
  3    17 ms    21 ms    17 ms  host-78-151-238-53.as13285.net [78.151.238.53]
  4    17 ms    16 ms    16 ms  host-78-151-238-20.as13285.net [78.151.238.20]
  5    19 ms    66 ms    24 ms  host-78-144-9-169.as13285.net [78.144.9.169]
  6    18 ms    17 ms    17 ms  host-78-144-0-124.as13285.net [78.144.0.124]
  7    24 ms    43 ms    17 ms  xe-10-0-1-xcr1.lsw.cw.net [166.63.217.37]
  8    17 ms    17 ms    17 ms  ae12-xcr1.lns.cw.net [195.2.28.26]
  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.

[Gemma]

Hi Tony,

Your Sure Signal is failing to make contact with our network.

Please see here for how to check your ports.

If you’re still facing issues with the same light sequence, please speak to your internet provider.

Thanks,

Gemma

[barrybarry]

Hello. My VSS has the red light flashing and In service light solid orange.  All others are off.

My setup:

Virgin Media Super Hub Hardware v3.11 S/W vV1.01.26

DHCP enabled: All other devices on the network are receiving local IP address and behaving correctly.

All other devices on the network have no problems accessing the Internet.

VSS is connected directly to a spare ethernet port on the Virgin Hub.

Steps taken:

I have de-registered and re-registered the VSS at My Vodafone - status is Registered.

I have done multiple resets, factory resets and power resets of the VSS and mutiple restarts of the router.

I have waited 24 hours.

I have replaced the ethernet cable with known good cables. (ethernet port lights illuminate correctly).

I have manually configured the port forwarding per the troubleshooter.

I have reserved a local IP address in the router for the VSS MAC address.

I have set the router firewall to low, enabled IPSec Pass-Through and UPnP

I have confirmed the MTU setting is 1500

I have tried to PING the local reserved IP address of the VSS from the router without success.

I have checked the "attached devices" section of the router DHCP page but the VSS only ever appears there fleetingly but never consistently.

The problem appears to me that the VSS is not accepting a local IP address.

Any suggestions gratefully received.

[Ben_H]

Hi folks,

barrybarry - Take a look at our Sure Signal Troubleshooting thread, and then post back your results if you’re not directed to an existing thread. It'll help us get the details we need such as your serial number and connection speeds.

Kerry - I can see your device contacted our servers this morning around 3:21am. If you're still having issues, use the Sure Signal Troubleshooting thread, and then post back your results if you’re not directed to another page.

Cheers, Ben

[barrybarry]

Hi Ben_H

Thanks for replying.  I think my email covered the troubleshooting steps you linked to with the exception of the device serial number but I've listed them below per the link you sent:

Wait 24 hours.

Done

Check for planned maintenance.

Done

Check that your Sure Signal has registered successfully.

De-registered then re-registered.

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

Tried "known good" ethernet cables.  Checked physical port lights.  All good.

Check that you’ve got an active internet connection

All other devices connected to the router have good Internet access.

Reboot your router/modem.

Done this a few times.

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

As I mentioned, this seems to be the problem to me.  I have reserved a local IP address for the VSS but I am unable to PING it from the router or a connected laptop.  I do not see the VSS in the "connected devices" section of the DHCP reservations section of the router interface (with the exception that it sometimes appears very briefly if I keep refreshing the list).

Manually configure your router to allow port-forwarding.

I have done this as well as enabling IPSec Pass-Through and setting Firewall to LOW.

Check your MTU settings.

Confirmed at 1500

Perform a reset of the Sure Signal:

I have done this numerous times.

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

As per my original post, the router is Virgin Media Super Hub H/W v3.11 and S/W vV1.01.26.

My VSS is series 3 with S/N 40124121217

Many thanks for your assistance.

[Gemma]

Hi barrybarry,

Your Sure Signal hasn’t made contact to the network since 28 February at 12:16am.

To rule out a faulty Sure Signal, please test this using a different internet connection.

Please also let us know:

Your speed test results from here.

Your ping test results from here.

The results of a traceroute.

VSS Traceroute command

On a PC:

Click on Start and select Run

Type CMD into the Run box and press enter/click ok

A black box will appear.

Thanks,

Gemma

[barrybarry]

Hi Gemma

Thanks.  I don't have another Internet connection to test it on but I did manage to get a spare VSS which I have registered and installed and this at least has a solid red light and is getting an IP address from the router so it certainly appears that my old VSS was faulty.  The new unit has a solid red light and a flashing Internet light but I will need to wait and see if it works correctly in 24 hours.  Is it possible to at least see if this unit has manged to connect to your server?  The s/n is 40124245115.