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

[DaveCD]

@Smudger32 and @pretzl

Your Sure Signals are showing as active and with a connection to our servers.

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 

• Your ping test results

• Your external IP address

• The lights you're seeing on the Sure Signal

• 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.

@RHCLtd

The lights you're describing means the Sure Signal is not active and you'll need to reset it.

If you're still experiencing issues, please try this at another location such as a friend or family members (prefereably with a different ISP).

[RHCLtd]

Thank you. It return to normal after a 24 hour period.

[Rahim]

@RHCLtd Great to hear. 

Thank you for letting us know! 

[robs112]

Hi,

My VSS Ver 3 has been working fine for a year or so, until a couple of days ago, when it appeared to stop giving a 3G signal (no bars on my phone + no connection light on the VSS). no problems with internet elsewhere, and nothing else has changed hardware wise.

Status was - red power light on solid, internet on solid green, ready light on green solid, but no connection light. I have unplugged it a couple of times for a few minutes, and then a full reset this morning.

It appears to be still registered on my vodafone account.

After resetting, it is taking a long time (an hour or two) with the power light solid red and the internet light slow blinking green, then it changes to powerlight blinking red, internet light solid orange, connection light solid orange. And it is not working..

It is quite hot on the outer top casing, but not too hot to touch.

So I have run the ping etc tests as below:

Speed test:

Ping: 16ms

Down: 5.31 Mbps

Up: 0.79 Mbps

Ping Test:

Line Quality: B*

Ping: 15ms

Jitter: 2ms

 EDIT TO ADD _ Just started working again!

[Rahim]

@robs112 Thanks for letting us know it's working again. 

[robs112]

Hi,

My Suresignal is not working again. Have tried resetting several times, turning phone on/off several times...

The suresignal appears to be connected (red power light solid + two white solid lights for internet and service) but the phone will not connect to it for several days now.

Suresignal SN:

40133480356

Speed test:

Ping: 13ms

Down: 5.79 Mbps

Up: 0.75 Mbps

Ping Test:

Line Quality: B*

Ping: 15ms

Jitter: 2ms

External IP:

80.229.10.115

Traceroute:

\WINDOWS\system32>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     *        3 ms     3 ms  BThomehub.home [192.168.0.1]

  2    12 ms    14 ms    14 ms  lo0.10.central10.ptn-bng01.plus.net [195.166.128.228]

  3    43 ms    34 ms    24 ms  irb.10.PTW-CR02.plus.net [84.93.249.2]

  4    24 ms    24 ms    24 ms  195.99.126.182

  5    37 ms    47 ms    68 ms  t2c3-et-3-3-0-0.uk-lon1.eu.bt.net [166.49.211.238]

  6    25 ms    25 ms    25 ms  166-49-211-254.eu.bt.net [166.49.211.254]

  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     *        *        *     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...!

[Retired-EricChe]

@robs112

What type of device are you using with the Sure Signal? If it's an iPhone, have you recently updated the iOS you're using?

[RHCLtd]

I have this fault today. My fibreoptic internet is running fine.

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

Serial number: 42144634963

My device has worked for 18 mths at this address.

I have turned it off and reset it.

Please help it is my business number

[pretzl]

Hi

Same problem startrd today.

Network connection is good.

Serial no:42141215626

Hope you can help

Thanks