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

[Retired-Lee]

This thread's 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: Solid Orange
• In Use: Off

Cause

This light sequence indicates the Sure Signal's not active because the location check has failed

Troubleshooting

Please verify the location is correct to which the Sure Signal is registered. If the location is correct and the symptoms continue please post at the end of this thread with your Sure Signal serial number.

This will help us get the quickest possible resolution for you.

Thanks

LeeH

[lardy2001]

Hi,

I was wondering if you could help please.

I have more or less the symptoms as descibed above with the perhaps crucial exception that my power light is bold and NOT flashing. I am also not getting a 3G signal.

So in summary I have the following symptoms:

VERSION 3

POWER LIGHT – SOLID RED

INTERNET LIGHT – SOLID WHITE

IN SERVICE LIGHT – SOLID WHITE

IN USE LIGHT – NONE

I have tried the location settings as suggested but this appears to be fine.

The serial number of the Sure Signal is 40133843116

I hope you can help.

Many Thanks.

Matt Richardson

[Retired-Laura]

Hi lardy2001,

Has the phone you’re using got 3G turned on?

Cheers,

Laura

[lardy2001]

Yes (of course!)

[prk112233]

I have not been able to get my sure signal to work for about 4 weeks now, and have the light sequence shown above. It started when I changed my phone and it would not pick up a signal from my then working sure signal. I then de-registered and re-registered the box in attempt to get it to work. Since then I have been unable to get it to work again despite multiple reseting. Serial number 40131540284. Help would be greatly appreciated as its getting very annoying now. It may also be useful to know that when registering my post code when I then click on the find address button nothing happens, but it does not refuse my post code.

[prk112233]

My light sequence has now changed to a flashing power light, internet and in use lights both solid orange. I have included these results as they are often asked for:

Ping:

77ms

Jitter:

16ms

Download:

6.20Mbps

Upload:

6.54Mbps

IP address: 

37.72.116.226

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 192.168.0.1
2 61 ms 2 ms 1 ms 192.168.9.1
3 27 ms 13 ms 33 ms 37.72.116.1
4 19 ms 18 ms 14 ms 31.25.1.73
5 21 ms 19 ms 44 ms 100.80.194.193
6 23 ms 27 ms 23 ms 102.109-254-62.static.virginmediabusiness.co.uk
[62.254.109.102]
7 26 ms 22 ms 24 ms 98.109-254-62.static.virginmediabusiness.co.uk [
62.254.109.98]
8 23 ms 28 ms 24 ms nott-lam-3-tenge74-891.network.virginmedia.net [
62.254.117.14]
9 29 ms 22 ms 33 ms nott-core-2b-xe-1121-0.network.virginmedia.net [
80.1.79.241]
10 46 ms 31 ms 72 ms nrth-bb-2a-ae6-0.network.virginmedia.net [62.254
.42.77]
11 36 ms 42 ms 33 ms nrth-bb-1b-ae0-0.network.virginmedia.net [62.254
.42.130]
12 25 ms 28 ms 32 ms tele-ic-4-ae0-0.network.virginmedia.net [62.253.
174.18]
13 38 ms 36 ms 35 ms ldngw1.arcor-ip.net [195.66.224.209]
14 22 ms 30 ms 36 ms 85.205.0.93
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.

Please help asap as im loosing business due to my phone not working.

[Retired-Ian_]

Hi prk112233,

Your IP address is fine.

As you've got a new phone, with a new SIM possibly, I need you to remove the number from your Sure Signal.

There's a handy video here, which shows you how to do that.

You then need to do a factory reset as follows:

• Hold the reset button till all the lights come on or flash (about 30 seconds)
• Keeping the rest button held, remove and re-insert the power lead
• Once all the lights come on or flash, release the reset button
• The Sure Signal should come online within the hour

Once you've done that, add the number back to the Sure Signal.

It's also worth noting that the light sequence you're showing relates to poor network performance.

I'd also recommend asking your ISP to verify the network performance.

Thanks,

Ian

[prk112233]

Have checked with my ISP and everything is fine, as repeated speed tests show. Have reset the box more times than I can remember and still have the same problem. What else can I do? Only thing I can think of its to change network to someone that can give me a better service.

[Dodge_Kev]

Mine hasnt been in use for a while so i suspect its been deactivated.

Power light - Flashing Red

Internet light - Off

Service light - Solid Orange

In use - Solid Orange

Serial 40130624667

Thanks

[Jenny]

Hi guys,

@prk112233 - Have you gone through all of the steps Ian posted above?

If so please check the following:

Check that your Sure Signal has been assigned an internal IP address by your router.

The Sure Signal must be assigned an internal IP address by your router. If your router supports DHCP (Dynamic Host Configuration Protocol), this must be enabled as doing so will enable the router to assign an IP address to your Sure Signal automatically.

For more instructions on how to do this, please check your router manual or contact your ISP or router manufacturer.

If your router or network configuration doesn’t allow DHCP, you’ll need to assign a static IP address to your Sure Signal's MAC Address by using your router's configuration panel. Please contact your ISP or router manufacturer for instructions on how to do this. The MAC address can be found on the sticker at the back of the Sure Signal.

Manually configure your router to allow port-forwarding.
In most cases, routers support a system called Universal Plug-n-Play (UPnP), which sets up port-forwarding for you automatically. If you’ve got a complicated network setup, or a complex router, you may need to enter these settings manually.

Please see the following for a list of IP addresses and port numbers that need to be forwarded to your Sure Signal's internal IP address. For instructions on how to do this, we recommend you contact your ISP or Router Manufacturer, or refer to the default guide for your particular make and model, over at http://portforward.com.

Destination IP Addresses:

• 183.133.177
• 183.133.178
• 183.133.179
• 183.133.181
• 183.133.182
• 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 also needs to assign the Sure Signal with a DNS (Domain Name Server) address via DHCP (Dynamic Host Configuration Protocol).

@Dodge_Kev – Your Sure Signal hasn’t connected with our servers at all.

Please get back to us with the following:

• Your speed test results from here.
• Your ping test results from here.
• Your external IP address from here.
• The results of a traceroute.

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,

Jenny