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

[craigyd01]

I have exactly the same problem. Opened port forwarding as suggested on another thread, but absolutely nothing!

[paulkerdot]

COuld one of the tech team possibky get back to me on my issue? Cheers in advance

[Sukhi]

We’re aware that quite a few of you are experiencing similar issues with your Sure Signals.

We’re currently investigating this and will update you as soon as we know more.

[matchmaker]

Hi Sukhi,

Thanks for your response, I have restarted our phones but "In Use" light does not come on when I try and make a call.

Thanks

Matchmaker

[jayg]

I've been fiddling around with my Sure Signal, now l have the rred light constant and two white lights. I've checked location which is fine on site. serrial number - 42152536530

[Rahim]

@jayg I can see your Sure Signal has recently updated on our system and is showing that it's made a connection. 

If you're still having trouble, can you take a look at our Sure Signal Troubleshooting thread, and then post back your results if you’re not directed to an existing thread?

[svm]

The location is correct as is the mobile number.  The serial number is:

42150246843  This is very frustrating.

[Retired-Sarah]

Hi @svm 

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

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,

Sarah

[dws199]

Hi

I have an issue with my Version 3 SS where the Power light is solid red and the Internet and In Service lights are solid orange.  I think I've posted in the wrong forum previously so I'm reposting here.

This used to work but has recently stopped working, the location of the box hasn't changed and is still correct on your website

Details below:

Speed test: Download 45.71 mbps Upload 16.87 mbps
Ping 29ms
External IP 86.139.188.12
Serial Number 40140921210

Tracert Below

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

1 4 ms 2 ms 2 ms BThomehub.home [192.168.1.254]
2 * * * Request timed out.
3 * * 9 ms 31.55.187.133
4 8 ms 8 ms 9 ms 31.55.187.140
5 9 ms 9 ms 9 ms 195.99.127.168
6 9 ms 12 ms 8 ms 195.99.127.70
7 16 ms 19 ms 32 ms peer1-xe8-3-1.telehouse.ukcore.bt.net [213.121.193.109]
8 10 ms 9 ms 9 ms lndgw2.arcor-ip.net [195.66.224.124]
9 13 ms 15 ms 11 ms 85.205.0.93
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.

[Retired-Matt_B]

Hi @dws199,

If you're using a BT Homehub 4 or 5, you'll need to ensure BT Smart Setup is switched off in the router settings.

Your Sure Signal will not connect until you've disabled this.

Thanks,

Matt