Sure Signal V3 solid red light slow flashing, white, internet light

[robsown]

I'm starting a new thread , it's an old problem and judging by the number of existing threads something that surely by now Vodafone should have sorted out, but I can't figure out which of the 500+ threads to join, that says something about sure signal - doesn't it ?

I have a shiny new Vodafone V3 made by Alcatel- Lucent, it replaces a 2 year old VSS1 which went blank and gave up a few weeks ago.

After spending over two hours, over two sessions on Vodafone service chat, I have ditched the netgear router and installed a new TP-link, which I'm assured has UPnP capability, as does the V3 - Joke !!

I've worked my way through dozens of threads they all seem to come back to port forwarding and manually entering over 70 IP addresses is that right !! I don't have the time or techinical knowledge to do that , all Vodafone seem to do by way of help is direct you to the "Portforwarding web site" which shows how to port forward on the router I have but not how to enter the IP addresses. 

So I've mastered the port forwarding....

Before port forwarding was set up the V3 had a flashing red light and an orange service light

After port forwarding it has a soild red light and a slowly flashing , white , internet light... it's been like that for days !

I've tried a hard reset

I've tried de-registering and re-registering, the dashboard shows registered.

I've tried Tracert which just puts up a row of * * *'s and then times out.

I'm obviously missing something ,

All help gratefully received before the whole lot goes in the skip !

Thanks

Rob

[Retired-Andy]

Hi robsown,

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including 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

Andrew

[robsown]

Hi Andrew,

I 've looked at so many threads about trouble shooting sure signal !!!

Results as below:

Speed Test:    Upload 2.1 Mps

                     Download 0.52 Mps

Ping test :      Line quality D

                     MOS   2.52

                     Ping  282 ms

                     Jitter  136 ms

                     Packet loss 0%

                     Server Dublin distance 200 Miles

External IP address:  89.136.93.206

 

VSS Serial Number:  40124228780

Thanks

Rob

[Retired-Andy]

Hi robsown,

Many thanks for the information you’ve provided.

The ping you’re showing over 200ms, the Sure Signal needs one to be less than 200ms to maintain a continuous connection to our servers.

Looking at your IP address, it’s not showing as one that’s on our Whitelist. I’ve checked and the RIPE Database reports that it’s based in Romania. The Sure Signal only works for UK based Internet Service Providers (ISPs). The options that you have available to you are to either change your ISP or contact them and ask them to update their details, if they are in fact UK based, on the RIPE Database and then we can get your IP address added.

Thanks

Andrew

[robsown]

Hi Andrew,

Our ISP is BT Broadband so unsure where the Romania IP address comes from ???

Rob

[robsown]

Andrew,

Can you also clarify for me where on the packaging or documentation included with the sure signal is says that the ISP IP address must be within the UK and that the ping speed has to be less than 200ms, I can't see it anywhere.

I'll run another test tonight and post the results if any different.

Rob

[oreleon]

Andrew,

Could you assist me as well please. I've had my VSS since just before Christmas with no problems. It was working fine this morning but has suddenly stopped working. I've reset both the VSS and my router. Please see my info below.

Speedtest:

Ping 30ms

Up 0.82

Down 9.74 (this is slower than normal, usally around 14 to 16 Mb/s)

PingTest:

0% Packet

Ping 39ms

Jitter 6ms

Grade A

IP 151.225.175.215

Serial Number 40124213055

Tracert results:

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

1 38 ms 1 ms 1 ms www.routerlogin.com [192.168.0.1]
2 * * * Request timed out.
3 35 ms 31 ms 32 ms ip-84-38-37-50.easynet.co.uk [84.38.37.50]
4 40 ms 31 ms 31 ms ip-89-200-131-226.ov.easynet.net [89.200.131.226
]
5 27 ms 26 ms 27 ms 195.50.122.113
6 45 ms 43 ms 44 ms 195.50.122.66
7 45 ms 44 ms 44 ms 85.205.116.6
8 * * * Request timed out.
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.

Hope you can help as my work relies on this. 

Thanks in advance,

John

[robsown]

Andrew,

Ran the ping test again , 40ms, 57ms then as below:

I think this eliminates ping as the problem

Re checked the IP address : 86.156.227.162 see below for trace...

I think that eliminates the ISP being non UK.

VSS still sat red light on , internet light slowly flashing white

No way is this plug and play  !!

Regards

Rob

[robsown]

three hours later solid red , flashing white ping checked every 30 minutes hasn't dropped below 71 ms ..

It really shouldn't be this difficult, the unit has absolutely no diagnostic facility , no user interface, the technical chat is a waste of hours of time,just ask the same questions, all you can do is post and wait, there are hundreds of people who have a similar problem and yet Vofdafone still claim "plug and Play" the box says quick and easy set-up,

[Retired-PaulE]

Hi robsown, 

Your IP address is different this time - the first IP address isn't in our database but the second one is.

Given that the IP address is changing, this means you are set up for a "Dynamic" (changeable) IP address - are you able to change this to a static IP address in your router settings?

The light sequence would suggest that the Sure SIgnal is still trying to set up a connection link, and if the IP address is changing it won't be able to do this - your unit has never made contact with our servers since it was registered.

If changing this doesn't help, are you able to plug in on a different network at a friend or relatives house? This will eliminate the possibility of a faulty Sure Signal too.

@ oreleon, everything seems ok on your unit - it hit our servers yesterday at 5:36pm - are you getting a signal now? If you're not, let us know and we can push a resynch through for you.

Paul