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Solution

Version 3 (Power - flashing, Internet - solid orange, In Service - off, In Use - solid orange)

Retired-Lee
Moderator (Retired)
Moderator (Retired)

This thread has been created to discuss and troubleshoot the version 3 Sure Signal when the light sequence is as follows:

 

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

 

Cause

 

This light sequence indicates the Sure Signal's not active and the cause is a network timing issue (NTP). These symptoms can be prone to recurrence.

 

Troubleshooting


Check that your Sure Signal has been registered successfully.
Before your Sure Signal can connect to our network, you must have first registered it with us. You will have received a message via text or email to let you know when the registration has completed successfully. Your Sure Signal will not work until you have recieved this confirmation message.

To verify that your Sure Signal has been 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 have not registered your Sure Signal, and are a Business Customer, please register at our Business Sure Signal page.


If you're a Consumer Customer, you can register directly from within the My Sure Signal page in My Account.


Manually configure your Router to allow port-forwarding.
In most cases, routers support a system called "Universal Plug-n-Play" or UPnP, which will setup port-forwarding for you automatically. If you have a complicated network setup, or a complex router, you may be required to enter these settings in manually.

The following details list the IP addresses and Port Numbers that need to be forwarded to your Sure Signal's internal IP address. For detailed instructions on how to do this, we recommend either contacting your ISP or Router Manufacturer, or referring 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 will also need to be able to assign the Sure Signal with a DNS Server address via DHCP.

 

Check your MTU settings:

 

  1. Log into your admin page for your router
  2. Find the location of the MTU field - this varies depending on the make and model of router so you’ll need to hunt around for it
  3. Change the value of the MTU size to 1500 if this is allowed by your router

 

Log out of the router, this will usually result in a reboot:

 

  1. Hold in the reset button until all the lights go solid
  2. Pull the power lead out with the reset button still pushed in
  3. Continue to hold down the reset button and reconnect the power lead
  4. Wait for all of the lights to come on then release the reset button

The Sure Signal will now try to contact the network and download its profile. This may take anything up to 6 hours.


Post your Router details.
If you have successfully followed all of the above, or are struggling with configuring your Router, please post your Router's make and full model number below. It would also be helpful to include your Sure Signal Serial number and ISP (Internet Service Provider).

 

Quite often other users of the same router will be able to share tips with you around setup and any extra security settings that may need to be enabled/disabled to get things working correctly. Wherever possible, we will also attempt to assist you with this, however due to the vast number of different manufacturers and models, it is not always possible, and we do not officially support any form of Router Configuration. For that reason we will always recommend contacting your Router Manufacturer or ISP for assistance first.

 

Please provide your ISP with some information supporting the network performance issue such as a number of speedtests performed throughout the day and a trace route.

 

Traceroute command:

On a PC:

 

  1. Click on Start and select Run
  2. Type CMD into the Run box and press enter/click ok
  3. A black box will appear.
  4. In this box type tracert 212.183.133.177 press Enter
  5. Paste the output of this command into your reply.

 

On a Mac:

 

  1. Open Terminal (Applications, Utilities)
  2. Type 'traceroute 212.183.133.177'
  3. Press Enter


Thanks

LeeH

208 REPLIES 208

Hi

 

VSS used to work fine but unfortunately unit doesn’t work now even with replacement unit. My other voice and media applications (VOIP phone, Lync  voice, media streaming etc) all work fine.  Testing info shown below:

 

IP:           77.246.23.209

ISP:        Loop Scorpio

Router: Netgear WNR2000v2

VSS s/n: 40131626810

 

www.speedtest.net

                ping 32 ms

                download speed 6.96Mbps

                upload speed 2.36Mbps

 

www.pingtest.net

                Line Quality C MOS:424

                Ping       104ms

                Jitter: 38ms

 

C:\Users\Hywel>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  192.168.1.1

  2    28 ms    19 ms    38 ms  77-246-23-193.no-dns-yet.loopscorpio.net [77.246.23.193]

  3    20 ms    19 ms    24 ms  10.11.110.25

  4    32 ms    28 ms    38 ms  80-77-248-89.no-dns-yet.xifos.net [80.77.248.89]

  5    21 ms    23 ms    23 ms  77-246-17-57.no-dns-yet.xifos.net [77.246.17.57]

  6    44 ms    34 ms    37 ms  80-77-246-77.core.xifos.net [80.77.246.77]

  7    35 ms    32 ms    60 ms  213.130.48.201

  8    32 ms    34 ms    34 ms  ae-1.r00.londen10.uk.bb.gin.ntt.net [129.250.3.31]

  9    31 ms    51 ms    30 ms  ae-0.level3.londen10.uk.bb.gin.ntt.net [129.250.9.126]

 10    35 ms    41 ms    45 ms  ae-52-52.csw2.London1.Level3.net [4.69.139.120]

 11    46 ms    79 ms    32 ms  ae-229-3605.edge4.London1.Level3.net [4.69.166.17]

 12    49 ms    48 ms    46 ms  195.50.122.66

 13     *       44 ms    47 ms  85.205.116.6

 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.

 

 

Hi nympilot,

 

Everything is fine with your speed test, ping test and traceroute.

 

Your IP address is on our whitelist, so no problems there either.

 

You’ve mentioned that you also have a VOIP phone, Lync voice and also stream media.

 

If you remove all these from your internet connection, does the Sure Signal then work?

 

If it does, you’d need to speak with your ISP about increasing your speed.

 

Let me know how you go on.

 

Thanks,

 

Andrew

Hi

 

If I turn everything else off leaving only the VSS in operation, it still doesn't work 😞

Retired-Kay
Moderator (Retired)
Moderator (Retired)

Hi nympilot, 

 

I've done a resync for you, please do a reset to complete the process; 

 

-Locate the button on the base of the box next to the Ethernet ports.

-Press and hold the button for approximately 30 seconds.

-Once the lights come back on, release the button.

 

Thanks, 

 

Kay

Hi Kay

 

How can we request a reset?

 

I've been tryng to get this thing connected for 4 days.

 

Many thanks.

 

LA

@LumenArchitect and @garethr

 

I’ve resync’d both devices for you now.

 

Please allow up to 24 hours for this to take affect and let me know how you get on.

traceroute 212.183.133.177
traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
 1  bthub.home (192.168.1.254)  4.915 ms  5.731 ms  4.299 ms
 2  * * *
 3  * 31.55.186.181 (31.55.186.181)  9.585 ms  10.558 ms
 4  31.55.186.180 (31.55.186.180)  11.519 ms  10.093 ms  12.267 ms
 5  core3-hu0-1-0-1.faraday.ukcore.bt.net (195.99.127.34)  11.173 ms  10.758 ms
    core4-hu0-6-0-3.faraday.ukcore.bt.net (195.99.127.202)  11.456 ms
 6  peer1-xe1-1-0.faraday.ukcore.bt.net (213.121.193.177)  12.176 ms
    213.121.193.191 (213.121.193.191)  10.862 ms
    213.121.193.199 (213.121.193.199)  9.874 ms
 7  166-49-211-228.eu.bt.net (166.49.211.228)  11.263 ms
    t2c3-et-3-1-0-0.uk-lon1.eu.bt.net (166.49.211.236)  10.946 ms
    166-49-211-230.eu.bt.net (166.49.211.230)  9.596 ms
 8  166-49-211-254.eu.bt.net (166.49.211.254)  8.816 ms  18.842 ms  10.809 ms
 9  * * *
10  * * *
11  * * *
12  * * *
13  * * *
14  * * *
15  * * *
16  * * *
17  * * *
18  * * *
19  * * *
20  * * *
21  * * *
22  * * *
23  * * *
24  * * *
25  * * *
26  * * *
27  * * *
28  * * *
29  * * *
30  * * *
31  * * *
32  * * *
33  * * *
34  * * *
35  * * *
36  * * *
37  * * *
38  * * *
39  * * *
40  * * *
41  * * *
42  * * *
43  * * *
44  * * *
45  * * *
46  * * *
47  * * *
48  * * *
49  * * *
50  * * *
51  * * *
52  * * *
53  * * *
54  * * *
55  * * *
56  * * *
57  * * *
58  * * *
59  * * *
60  * * *
61  * * *
62  * * *
63  * * *
64  * * *

 

ping 28ms

download 52

upload 18

 

ip 86.190.196.207

 

Hi,

 

Just got a new version 3 Sure Signal and have been unable to get it to work.

 

The Power - flashing, Internet - solid orange, In Service - off, In Use – off

 

I have conducted the tests as per your trouble shooting guide and the results are as follows:

 

 

 

 

Router:

 

BT SMART HUB (HOME HUB 6)

 

 

 

Speed Test:

 

Download 51.66Mb/s

 

Upload 10.79Mb/s

 

 

 

Ping Test:

 

Ping 19ms

 

Jitter 1ms

 

 

 

External IP Address:

 

86.128.21.8

 

 

Sure Signal Serial No:

 

42163733035

 

 

Tracing route to 212.183.133.177 over a maximum of 30 hops

 

1   <1 ms   <1 ms   <1 ms bthub [192.168.1.254]

2     *       *      *     Request timed out.

3     *       *       *     Request timed out.

4   17 ms   17 ms   17 ms 31.55.185.180

5   25 ms   18 ms   19 ms core1-hu0-17-0-1.colindale.ukcore.bt.net [195.99.127.148]

6   24 ms   20 ms   18 ms 195.99.127.83

7   18 ms   18 ms   18 ms t2c3-et-3-1-0-0.uk-lon1.eu.bt.net [166.49.211.236]

8   42 ms   17 ms   18 ms 166-49-211-254.eu.bt.net [166.49.211.254]

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.

 

 

Best Regards

Ian

Rahim
Moderator (Retired)
Moderator (Retired)

@dancing-james Please can you confirm your serial number?

 

@mi1ccu I've taken a look at your serial number and can see your Vodafone Sure Signal made contact with our server on 01 November 2016 at 4pm.

 

Please let us know if you're still having issues. 

pants_girl
2: Seeker
2: Seeker

Hi

 

Just bought a sure signal box and it's not working (flashing red light, 2 amber lights)

 

I've tried twice in different sockets and looked through trouble shooter

 

Router has UPnP so guessing I don't have to manually forward

 

Have a Netgear router and ISP is PlusNet

 

cmd trace thing results below:

tracert 212.183.133.177

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

1 9 ms 27 ms 33 ms www.routerlogin.com [192.168.0.1]
2 28 ms 90 ms 26 ms lo0-central10.ptw-ag01.plus.net [195.166.128.195
]
3 28 ms 30 ms 31 ms link-a-central10.ptw-gw01.plus.net [212.159.2.14
4]
4 45 ms 56 ms 40 ms xe-4-2-0.ptw-cr01.plus.net [212.159.0.240]
5 28 ms 29 ms 29 ms ldngw1.arcor-ip.net [195.66.224.209]
6 33 ms 41 ms 46 ms 85.205.116.2
7 * * * Request timed out.
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.