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

[Retired-Lee]

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

[Ben_H]

Hi folks,

The statement has been updated now that the issue has been fixed.

Thanks,

Ben

[mikey748]

HELP!  VSS not working

Strange looking traceroute at the bottom?

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

BT Home Hub

ISP BT

[URL=http://www.speedtest.net/my-result/4063654267][IMG]http://www.speedtest.net/result/4063654267.png[/I...

VSS 3

Serial Number * 40133853099 
Status active 

traceroute 212.183.133.177
traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 * * *
2 * * *
3 * * *
4 * * *
5 * * *
6 * * *
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63 * * *
64 * * *

[mikey748]

revised traceroute

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 bthomehub (192.168.1.254) 1.062 ms 0.754 ms 0.666 ms
2 * * *
3 * * *
4 217.41.217.45 (217.41.217.45) 32.866 ms 43.380 ms 46.101 ms
5 212.140.235.82 (212.140.235.82) 12.083 ms 12.173 ms 11.753 ms
6 213.120.182.71 (213.120.182.71) 12.085 ms 11.894 ms 12.043 ms
7 31.55.164.109 (31.55.164.109) 12.488 ms 11.742 ms 12.408 ms
8 109.159.248.191 (109.159.248.191) 12.046 ms
109.159.248.189 (109.159.248.189) 12.399 ms
109.159.248.187 (109.159.248.187) 11.664 ms
9 core1-te0-3-0-16.ilford.ukcore.bt.net (109.159.248.156) 16.682 ms
core1-te0-15-0-0.ealing.ukcore.bt.net (109.159.248.12) 19.580 ms
core2-te0-15-0-16.ilford.ukcore.bt.net (109.159.248.32) 19.745 ms
10 peer1-xe0-0-0.telehouse.ukcore.bt.net (109.159.254.96) 19.601 ms
acc1-10gige-0-5-0-6.l-far.21cn-ipp.bt.net (109.159.254.108) 17.108 ms
peer1-xe10-0-0.telehouse.ukcore.bt.net (109.159.254.122) 16.974 ms
11 lndgw2.arcor-ip.net (195.66.224.124) 18.665 ms 19.062 ms 18.380 ms
12 85.205.0.93 (85.205.0.93) 17.770 ms 18.579 ms 18.593 ms
13 * * *
14 * * *
15 * * *
16 * * *
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64 * * *

[mikey748]

Not sure if this is the best way of getting Vodafone support?  Can't find a phone number, can't find an online chat button and can't get a response on here.

No mobile signal at home for 5 days now and fed up with the lack of support options

[Retired-Laura]

Hi @mikey748

Thanks for posting the information.

Looking at the information and the light sequence, it’s down to your internet service provider causing the issue with the running of the Vodafone Sure Signal.

Cheers,

Laura

[mikey748]

Not sure that's the most helpful response I've seen on here!

Managed to get some help via online chat and a phone call from VSS tech so now have the right lights on the VSS3 lit up (solid red and first 2 solid whites) but had intermittant VSS signal on the family's phones.  VSS tech said it was BT and passed the instructions on re port forwarding and BT have applied the port forwards and dropped the VSS into the DMZ on the home hub 5

still got intermittant signal though - 5 bars for 10 mins then no service for 10 mins minutes. 

Not sure BT did the MTU change advised.  Is there any way I can check this?

New traceroute below - does this help?

traceroute 212.183.133.177
traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 bthomehub (192.168.1.254) 1.140 ms 0.862 ms 0.676 ms
2 * * *
3 * * *
4 217.41.217.45 (217.41.217.45) 17.205 ms 17.058 ms 17.689 ms
5 212.140.235.66 (212.140.235.66) 20.296 ms 20.264 ms 20.054 ms
6 213.120.182.69 (213.120.182.69) 20.669 ms 20.906 ms 20.606 ms
7 31.55.164.109 (31.55.164.109) 21.023 ms 20.468 ms 20.491 ms
8 109.159.248.223 (109.159.248.223) 21.011 ms
acc2-10gige-0-3-0-3.bm.21cn-ipp.bt.net (109.159.248.242) 20.821 ms
109.159.248.223 (109.159.248.223) 21.072 ms
9 core2-te0-13-0-17.ilford.ukcore.bt.net (109.159.248.46) 30.599 ms
109.159.248.48 (109.159.248.48) 24.634 ms
core1-te0-15-0-15.ealing.ukcore.bt.net (109.159.248.40) 25.828 ms
10 peer1-xe3-1-1.telehouse.ukcore.bt.net (109.159.254.217) 27.898 ms
peer1-xe3-1-0.telehouse.ukcore.bt.net (109.159.254.213) 26.833 ms
peer1-xe1-0-0.telehouse.ukcore.bt.net (109.159.254.98) 25.504 ms
11 lndgw2.arcor-ip.net (195.66.224.124) 30.786 ms 29.970 ms 27.532 ms
12 85.205.0.86 (85.205.0.86) 30.232 ms 30.346 ms 29.422 ms
13 * * *
14 * * *

and on with more timeouts

[Jenny]

Hi @mikey748

Your Sure Signal last connected with our servers last night - how are things today?

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

• Your speedtest results as your original ones aren’t loading
• Your IP address

I also recommend trying another Ethernet cable.

Thanks,

Jenny

[thepuss]

Had this VSS Model3 for nearly 2 weeks and had NO LUCK whatsoever!

I currently have: #1: Red Flash #2: Orange Solid #3:Nothing #4:Orange Solid

For info I have NEVER SEEN #4 anything but not lit or Orange Solid, which I believe means as
I have passed through various other stages of configuration, it have never actually got as far as being usable by a phone.

Details
==============================================================================

BT Broadband NOT Infinity
BT HomeHub 5 (Had exactly same issues on BT Homehub3 that I have handy and also tried)

Ports open as per PortForward.com (TCP & UDP: 8,50,123,500,1723,4500)

VVS model 3
Serial: 42142448341

SpeedTest.net: http://www.speedtest.net/my-result/3798935239
Down: 6.33
Up: 0.68
Ping: 24ms

Pingtest.net
Ping: 47ms
Jitter: 12ms

IP: 86.144.30.48

tracert 212.183.133.177

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

1 3 ms 1 ms 2 ms BThomehub.home [192.168.1.254]
2 8 ms 7 ms 8 ms 217.32.147.109
3 8 ms 7 ms 7 ms 217.32.147.158
4 11 ms 12 ms 12 ms 217.32.145.106
5 11 ms 11 ms 11 ms 213.120.180.169
6 11 ms 11 ms 11 ms 217.41.169.109
7 11 ms 11 ms 11 ms acc2-xe-0-0-3.sf.21cn-ipp.bt.net [109.159.251.207]
8 24 ms 21 ms 22 ms 109.159.251.39
9 566 ms 19 ms 29 ms 194.72.31.139
10 23 ms 21 ms 18 ms lndgw2.arcor-ip.net [195.66.224.124]
11 21 ms 23 ms 22 ms 85.205.0.93
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.

(Incidentally, the Portforwarding is associated with the VSS device not the PC that has been used to run this traceroute. Not sure if that makes a difference...)

I would like to add that VODAFONE is my *ONLY* choice of mobile provider here.
This unit is my *ONLY* option to be able to use my work mobile phone from home (and I work from home a lot).
I need this to work.
None of my colleagues who use VSS - and there are a number of us - have had these issues. Almost all just
"plugged and played" !

Any help will be gratefully received!

N.

[kathryng]

There's a major problem at Vodafones end especially with BT, UK wide, engineers working on it and no end in sight, check out the recent posts when you click on the Vodafone Sure Signal link at the top of this page. Don't shoot the messenger.

[nympilot]

Hi

I have now tried my Suresignal on two other ISPs (Virgin and BT) and still have this problem.