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Retired-Lee · ‎11-01-2013

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:

Log into your admin page for your router
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
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:

Hold in the reset button until all the lights go solid
Pull the power lead out with the reset button still pushed in
Continue to hold down the reset button and reconnect the power lead
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:

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.

On a Mac:

Open Terminal (Applications, Utilities)
Type 'traceroute 212.183.133.177'
Press Enter

Thanks

LeeH

Colleen · ‎25-06-2017

@MKDIR
The light sequence's you're describing, indicate either an issue with the registration of your Sure Signal, or potentially a poor connection with your internet.

Please restart both your Sure Signal and your router. If this fails to fix the issue, please contact your internet service provider (ISP) and check that there are no known issues (including your optimum upload and download speeds).

If you still experience issues after this, please complete our Sure Signal troubleshooting guide. Post your answers on this thread and we can look into this further for you.

Thanks.

MKDIR · ‎26-06-2017

Hi.

We're on a 100MB fibre connection here, so no issues with speed on the connection. The issue seems to be with the unit itself though. Thinking this might be an issue with our company firewall I took the unit home and tried it on my home broadband (BT Infinity2 80MB FTTP HomeHub 5).

The unit fired up within 30 minutes showing Red, White, White, Off. Having proven the unit worked fine outside of the company, I deduced it must be an issue with our firewall, so next morning took it back to work and plugged it back in. The usual Red, White flashing, off, off appeared - however after 30 minutes, it too switched to Red, White, White, Off. I restarted my phone and checked the signal, 5 bars. Made a phone call and the 4th light went white on the SS3.

The result? HH5 and Infinity don't need any changes, mine are out of the box. The SS3 must have updated whilst connected at home and now works fine behind our firewall. Im guessing something was being blocked and this has been rectified by Vodafone elsewhere????

Tash · ‎27-06-2017

That's great to hear that the Sure Signal is now working as it should be @MKDIR.

It seems that moving the device from one location to another helped to kick the Sure Signal into action :smileyhappy:

Please let us know if you have any further queries in the future and we'll be happy to help.

paulrowley · ‎15-02-2014

Hi,

Sure Signal has been working fine for the past 10 months, stopped working on Wednesday. I have reset the unit (although it doesn't show a response similar to that mentioned on the forum). I have also powered down the unit overnight, but that didn't work etiher. Haven't changed any router setting (TP-LINK TL-WR1043ND) since it was working fine before. Details as Follows;

SN 40131015857

IP: IRG Computers Ltd 91.235.58.58 (::FFFF:5beb:3a3a)

Ping: 51mS, Down 5.85Mbps, Up 5.96Mbps

Packet loss 0%, Ping 82mS, Jitter 5mS

C:\Users\Paul>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     4 ms     4 ms     4 ms 91.235.56.1
3    12 ms    12 ms    12 ms unknown.griffin.com [79.121.168.73]
4    10 ms    10 ms    10 ms unknown.griffin.com [141.0.32.221]
5    10 ms    11 ms    10 ms xe-0-0-0-dot-3014.core01.lon1.as20500.net [109.2
04.0.40]
6    10 ms    11 ms    10 ms as20500-gw.jar-002.h89.uk.mdnx.net [135.196.65.1
32]
7    11 ms    13 ms    10 ms xe-5-1-0-0.jar-001.h89.uk.mdnx.net [135.196.69.1
18]
8    12 ms    11 ms    10 ms xe-0-2-1-3242.jar-004.thn.uk.mdnx.net [135.196.6
9.124]
9    16 ms    15 ms    11 ms xe-0-1-0.jprg-01.thn.uk.mdnx.net [135.196.65.115
]
10    32 ms    27 ms    29 ms lndgw2.arcor-ip.net [195.66.224.124]
11    26 ms    25 ms    24 ms 85.205.116.6
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.

C:\Users\Paul>

Hope you can help 🙂

Regards,

Paul

Gemma · ‎17-02-2014

Hi Paul,

I can see your Sure Signal has made contact with our network 17 February at 09:41am.

It’s on the latest firmware.

Is everything back up and running now?

If not please can you let me know the light sequence you’re now seeing?

Thanks,

Gemma

paulrowley · ‎18-02-2014

Gemma,

I was away from home last night so got my wife to check. No change, the light sequnce is still the same I am afraid. One other thing I forgot to mention; the unit is running a lot cooler than normal, not really warm to the touch like when it is operating normally. Any more thoughts?

Regards,

Paul

Retired-Simon · ‎18-02-2014

Hi paulrowley

Thanks for your reply.

Has your router had a firmware upgrade of any kind that could change its settings?

If the unit is a lot cooler than usual, try it on an alternative connection as this could determine if the Sure Signal has gone faulty.

Thanks

Simon

paulrowley · ‎18-02-2014

Simon,

The router firmware has not been updated and I have checked the configuration of the router which remains unchanged (I keep a record of the settings). I have tried the Sure Signal in a port of the router that I know works because it is used by my PS3 - no luck. Just be be clear it is the Sure Signal that is running cooler than usual.

If the Sure Signal is faulty (looking likely right now) how do get it exchanged? It is still less than a year old.

Regards,

Paul

DaveCD · ‎19-02-2014

Hi paulrowley

To find out what you need to do in order to get this sorted take a look at our Vodafone Repairs Thread. This can be found here.

DaveCD

CAFOULK · ‎24-02-2014

I have had a text to say the VSS IS ''NOW READY FOR USE'', yet the service light remains off .. ( the outer two lights are both solid orange and the red light constantly flashes)

The information requested is below

speed test results download 6.74 mbps upload 0.37 mbps
ping test results 45ms

external IP address . 82.69.55.27

The results of a traceroute.

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

1 4 ms 1 ms 1 ms 10.0.1.1

2 26 ms 27 ms 27 ms losubs.subs.dsl3.th-lon.zen.net.uk [62.3.84.25]

3 26 ms 26 ms 28 ms ge-0-0-0-117.cr2.th-lon.zen.net.uk [62.3.84.197]

4 27 ms 29 ms 27 ms xe-0-4-0-7.r02.londen03.uk.bb.gin.ntt.net [83.231.235.229]

5 50 ms 28 ms 27 ms xe-0.cw.londen03.uk.bb.gin.ntt.net [129.250.8.130]

6 27 ms 27 ms 27 ms 195.2.30.61

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 * ^C

Sure Signal serial number: 40134707112

Can you establish why the VSS won't function please and then correct the problem

THANKS AND much obliged

CAFOULK

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