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

[prk112233]

Yes I have checked all the things you say to the best of my abilities, as I am not an IT technician. What I fail to understand is how I would need to change anything as nothing has changed with my router or my ISP? The box was working until I reregistered it in an attempt to make it work with my new phone, under instruction from one of your tech team. I am at the end of my tether and am going into a store tomorrow and if they cant give me any more help than you guys I will be going with another network who can give me a better service. I am unwilling to have such an unreliable box that costs £100 and being with a network with nonexistent customer service. 

[Sukhi]

Hi @prk112233 

I'd recommend testing the Sure Signal at a different location, maybe at a friend’s house.

This will help determine if the issue lies with the box itself or your set-up.

Thanks,

Sukhi

[prk112233]

Have taken the box into a vodafone store and have eventually got them to send it away for repair so hopefully it will get sorted. As for testing it elsewhere I know of at least 2 boxes that are within 1 mile of me, both with the same ISP and router etc, so dont think it will be that.

[prk112233]

Finally recieved a new box yesterday, but still have the same problem. I did notice that when registering the new box that when entering my postcode and clicking on the find address button nothing happens, seem to remember it doing something. My postcode is accepted, and registration completes but didnt know if this could be anything to do with it?

[DaveCD]

@prk112233 

What's the reference number from the new Sure Signal?

Please advise which lights you're seeing.

DaveCD

[prk112233]

new box serial number 42143906636

The box goes through the normal procedure of a flashing internet light and a solid power light for about 2 hours, then the power light flashes and it has a solid orange internet light and solid orange in use light. It has been in this state for about 24 hours now.

[Retired-Kay]

Hi prk112233, 

There's a setting on Virgin routers called IPSEC. This needs to be ticked for the Sure Signal to work. 

If you're unsure of where to find this, your internet provider can help further. 

Thanks, 

Kay

[prk112233]

I dont have a virgin router, and nothing has changed with my broadband since the last sure signal was working.

[Retired-Matt_B]

Hi @prk112233,

I can see that data traffic is now moving through your Sure Signal.

Is it now up and running fine?

Thanks,

Matt B

[prk112233]

No its still not running. Left it for about 4 days with a flashing power light and orange internet and in-use lights but nothing changed. Then did a reset and the same happened again. Am going to reset again but dont hold out much hope.