Sure Signal V3 - Flashing Red Light, two solid Orange lights

[culy30]

Having trouble getting my new SS v3 to work. I registered it yesterday, plugged in and got flashing red and 2 solid orange. Several resets and re-boots later, still the same.

Tried port forwarding. No joy

I've pasted the tracing route below.

Please help!

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 15 ms 11 ms 12 ms 82.71.189.1
3 16 ms 16 ms 22 ms 82.71.189.254
4 21 ms 26 ms 24 ms 88-98-152-129.dsl.zen.co.uk [88.98.152.129]
5 20 ms 24 ms 26 ms ge-2-1-0-12.cr2.wh-man.zen.net.uk [62.3.83.97]
6 24 ms 26 ms 29 ms ae2-117.man11.ip4.tinet.net [77.67.66.101]
7 35 ms 36 ms 32 ms xe-11-1-3.lon11.ip4.tinet.net [89.149.180.193]
8 29 ms 32 ms 33 ms ae9-xcr1.lns.cw.net [195.2.22.217]
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.

[Jenny]

Hi culy30,

Your traceroute looks fine.

So that we can look into this further, please get back to us with the following: 

-Your speed test results from here.
-Your ping test results from here.
-Your external IP address from here.

-Your Sure Signal serial number.

Thanks,

Jenny

[culy30]

Thanks for your reply Jenny,

Test results as follows:-

Download 6.10mps

Upload 0.90 mps

Ping 44ms

Packet Loss 0%

Jitter 5%

external IP 82.71.189.249

SS Serial Number 401349961891

I have assigned a static IP to the SS in my router settings and forwared ports 8,50,553,67,68,123,500,1723,4500 using the approprioate protocols. I've also set MTU to 1500. 

When logged into my account on vodafone website. I cant "manage my sure signal". I get an error message using both Chrome and IE. "Sorry, we're having a technical problem at the moment. Please try again in a few minutes." I can see all other pages OK. 

[Sukhi]

Hi culy30

Could you double check the serial number please? As it's coming up as invalid.

Thanks

Sukhi

[culy30]

Hi, Serial no is 40134961891.

[Retired-Matt_B]

Hi culy30,

Thanks for providing the serial number.

Everything looks fine from the results you've provided, although the Sure Signal hasn't connected with our servers.

I'd recommend trying a different Ethernet cable, also try this on a different connection at a friend or family member's house. This will help rule out a hardware fault.

Smackie - Please post the following information:

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

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,

Matt B

[Smackie]

24 ping - Download 60.84mbps Upload 18.07mbps

Line Qualiity A - Ping 46ms - Jitter 6ms

IP Add: 87.114.165.111

SS S/No. 40134972948

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

C:\Users\xbmc> 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 BThomehub.home [192.168.1.254]
2 24 ms 26 ms 28 ms lo0-central10.pcl-ag04.plus.net [195.166.128.185
]
3 24 ms 24 ms 24 ms link-b-central10.pcl-gw02.plus.net [212.159.2.17
4]
4 23 ms 24 ms 24 ms xe-0-2-0.pcl-cr02.plus.net [212.159.0.206]
5 24 ms 28 ms 24 ms ae2.pcl-cr01.plus.net [195.166.129.6]
6 24 ms 24 ms 24 ms ae1.ptw-cr01.plus.net [195.166.129.0]
7 24 ms 24 ms 24 ms te-4-2.car5.London1.Level3.net [217.163.45.249]

8 24 ms 24 ms 24 ms ae-52-52.csw2.London1.Level3.net [4.69.139.120]

9 24 ms 24 ms 24 ms ae-227-3603.edge3.London1.Level3.net [4.69.166.1
54]
10 79 ms 80 ms 78 ms CABLE-WIREL.edge3.London1.Level3.net [195.50.124
.138]
11 79 ms 75 ms 74 ms 195.2.30.61
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.

[Smackie]

I'm having the same issue, I have just moved to yourselves in a new tow year contract and I have registered the sure signal, tried different plugs in the house, new patch lead from router to SS, reset the thing via reset for 30 secs while the lead was unplugged, then inserted lead, as per instructions else where. Checked my router, and it's MAC address is there but I've renamed it Vodafone, has and was registered, as my status on my account says active, so where do I go from here....?

[culy30]

So, my SS isnt showing on the VF server?  I've tried another ethernet cable, one that is known to work. I already tried this of course several days ago. But just tried again. No joy, still flashing red and 2 x solid orange. 

Tried resetting/rebooting SS & Router again.

I'm unwilling to try the SS at another property. We're in a rural area and I'm the only one with a half decent broadband connection, 6mb down and 1mb up, taking it elsewhere is pointless as most people only get 1mb down and 250k up. It's like a communication black hole here! No mobile signal in the house, 2G only (2 or 3bars max) outside,  no Sure Signal either! 

Also I'm unable to "manage my sure signal" on-line due to the facility being unavailable (for several days) . I've used Chrome , IE11 and IE8, cleared cache and deleted temp internet files. Closed and reopened browsers. I get a message. "Sorry, we're having a technical problem at the moment. Please try again in a few minutes."

[Ben_H]

Hi folks,

culy30 - You can send the Sure Signal in for a repair, but I can't guarantee it'll fix your issue. Testing the hardware on another connection helps us to determine if the problem lies with the unit or your internet connection.

Smackie - Your speedtest, IP and traceroute are fine.

I notice you're on BT Homehub. If it's their Version 3 router, we're aware of compatibility issues which you can see here.

If you're on any other version, please ask your ISP to confirm you have their latest firmware patch? This fixed some other problems they had with VPN connections.

Cheers, Ben