V3 Problems (Power flashing & solid Amber Service light)

[Hambroski]

Please  note that this is a different problem to the one raised for a different serial number v3 unit.

I am trying to install 40124108412 and 40124107836 at PE31 8AE.

The FAQ does not appear to be relevant due to not covering v3 and also not covering the symptom.

I previously had a v1 box 21196758813 working here fine.

On both V3s I get a flashing red and a solid amber on the service light. No sign of internet and user lights.

I have amended the router to allow port access for:

Port 50 - TCP/IP
Port 4500 - UDP
Port 500 - UDP
Port 123 - UDP

Port 8 - TCP/IP

Port 1723 (BT Customers only) - TCP/UDP

My IP Address is:86.133.19.212

Speednet - 38ms Download 6.8mbps Upload 0.34mbps

Pingtest - 0% lost, Ping 37ms, Jitter 9ms

I have put one in the DMZ but this makes no difference. 

Traceroute via the router shows:

traceroute to 212.183.133.177, 30 hops max

  1  217.47.93.250         40 ms

  2  217.47.93.161         30 ms

  3  213.1.69.86           30 ms

  4  217.41.168.102        40 ms

  5  217.41.168.49         30 ms

  6  217.41.168.107        30 ms

  7  109.159.249.64        30 ms

  8  109.159.249.33        40 ms

  9  213.121.193.97        30 ms

 10  195.66.224.124        40 ms

 11  85.205.116.6          40 ms

 12 Request timed out.     *

 13 Request timed out.     *

Trace complete.

Please can you help

[bgregor]

I had a V2 which broke down. Vodafone supplied a V3 as a replacement and now I have exactly the same problem as others in the thread. I too have a Netgear DGND3700v2. The funny thing is I also have a V1 connected to the same router and it is working perfectly well, for now any way until they muck it up with a firmware update.

Come on Vodafone please fix this issue.

bgregor

[Retired-Dave]

Hi all,

The Sure Signal version 3 troubleshooting guide is now up on the eForum, so can I get you to have a look at this and see if any of the information there helps fix things?

Dave

[bgregor]

The trouble shooting tips will not fix a fault which is in the firmware. My VS1 works on the same network without any problems.

bgregor

[Retired-Dave]

Hi bgregor,

There is no known issue with the V3 firmware. If you can describe exactly what you're seeing with the lights and give us the Sure Signal serial number we'll take a look, though.

Dave

[dorowe]

It does seem thst there may be router configuration issues but the root cause is the technical complexity of Vodafone' s vpn.

There needs to be pc diagnostics to identify these issues.

No more excuses. Vodafone needs to add dress this urgently.

[bgregor]

Ok I have followed the troubleshooting guide and still no joy.

I have set up port forwarding as per instuctions.

IP Address 91.125.237.70

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  192.168.0.1
  2    52 ms    48 ms    48 ms  lo0-central10.ptn-ag01.plus.net [195.166.128.190
]
  3    51 ms    49 ms    48 ms  link3-central10.ptn-gw01.plus.net [84.93.248.132
]
  4    48 ms    49 ms    47 ms  xe-1-2-0.ptw-cr01.plus.net [212.159.1.28]
  5    51 ms    52 ms    51 ms  LDNGW1.arcor-ip.net [195.66.224.209]
  6    49 ms    50 ms    48 ms  85.205.116.14
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.

As per previous posters I get the following in the router log

[DHCP IP: (192.168.0.3)] to MAC address " Vss Mac Address" Wednesday, February 06,2013 20:24:22     
[DHCP IP: (192.168.0.3)] to MAC address " Vss Mac Address" Wednesday, February 06,2013 20:23:50     
[DHCP IP: (192.168.0.3)] to MAC address " Vss Mac Address" Wednesday, February 06,2013 20:23:18     
[DHCP IP: (192.168.0.3)] to MAC address " Vss Mac Address" Wednesday, February 06,2013 20:22:47     
[DHCP IP: (192.168.0.3)] to MAC address " Vss Mac Address" Wednesday, February 06,2013 20:22:15     
[DHCP IP: (192.168.0.3)] to MAC address " Vss Mac Address" Wednesday, February 06,2013 20:21:40     
[DHCP IP: (192.168.0.3)] to MAC address " Vss Mac Address" Wednesday, February 06,2013 20:21:05     
[DHCP IP: (192.168.0.3)] to MAC address " Vss Mac Address" Wednesday, February 06,2013 20:20:32    

Oh I forgot to mention VSS3  does not reset as per trouble shooting guide.

Come on vodafone get your facts right.

I have been sent a dud, please arrange for a working replacement.
 

[bgregor]

Vss3 serial number 40123308229.

[Retired-Dave]

Hi bgregor,

Thanks for the details.

The traceroute and IP address are fine, which is a good start. I've checked the system at our end, though, and it doesn't show the Sure Signal as having connected, so we need to check a few more things to find out what the issue may be.

I've done a resync at this end, first of all, just in case something is getting in the way from an initial failed attempt. Can you carry out a rest of the Sure Signal for me?

The reset on the V3 is done by holding the button on the base beside the Ethernet ports down for approximately 30 seconds until the lights come on. If the directions you found were different, they may have been for the older model - which page did you see them on so I can check?

If that doesn't sort it, can you confirm the following for me:

 - Your speed test results from here.

 - Your ping test results from here.

 - What happens if you try an alternate port on your router?

 - Does a different Ethernet cable make a difference?

 - Are you able to try the Sure Signal on a different internet connection? This can help to show if the Sure Signal is faulty or not.

Dave

[bgregor]

Hi Dave,

I found the information on the SS3 troubleshooting guide.

I have held the button for 30 seconds, I have held it for a minute and still the lights dont flash.

I have tried with the suppled cable and with one of my own.  I dont have the speed test at hand as I am at work but as I stated before I have a SS1 that works no problem and I had an SS2 that worked until a month or so ago on the same line using the netgear router.

This SS3 I recieved as a replacement was a used unit not brand new, I am convinced it is either faulty of there is something wrong with the latest firmware. Too many people are having problems with the SS3 and the Netgear 3700V2 router.

Billy

[dorowe]

Like many I have had NO success in getting the SS to work with a DGND3700v2 modem on a BT Infinity line (Slow speed).

I tried out the SS on my Virgin media cable system at another location.  I set up the port forwarding & also port triggering which was straightforward on the Virgin Media Hub - incidentally a Netgear router is undeneath,  Pretty quickly all worked ok.  It may be relevant that this has a 50 mb download speed & 4 mb upload fairly consistently!  The Virgin Media Hub also has an option that I ticked for IPSEC  passthrough - The Vodafone VPN protocol.

I have tried again to use the SS on the BT Infinity system without success so far - powewr light flashing.  It may be that there is a subtle issue with the router but the upload speed is on the edge (.34mbs) of what Vodafone has revealed after purchase!

I remain disappointed by Vodafone's response or lack of.  Asking users to contact their ISP's to resolve the port issue is just not helpful. 

1) This is not the ISP's issue & I have not come across any other hardware in the consumer arena that requires this.

2) Why would BT or Virgin feel motivated to help Vodfone to get the SS working FOC.  That is like taking a Ford car to a Vauxhall dealer for warranty repairs!

These router configuration issues need resolution by Vodafone as does the fact that the non-fibre BT Internet connection just may not be fast enough to support the SS.  Neither of these are issues that purchasers of the SS should have to resolve.  Vodafone needs to get its act together and take responsibility for this product sold to consumers not IT experts..