Version 3 Sure Signal (Power - flashing, Internet - solid orange, In Service - off, 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: Off
• In Use: Off

Cause

This light sequence indicates the Sure Signal's not active and it has been unable to authenticate on the Vodafone network

Troubleshooting

Please restart your Sure Signal. If the symptoms continue please add the following details to this thread:

• Your speed test results from here
  
• Your ping test results from here
  
• Your external IP address from here
  
• Your Sure Signal serial number
• The results of a traceroute

Traceroute command:

On a PC:

1. Click on Start and select Run
2. Type CMD into the Run box and press enter/click ok
3. A black box will appear
4. In this box type tracert 212.183.133.177 press Enter
5. Paste the output of this command into your reply

On a Mac:

1. Open Terminal (Applications, Utilities)
2. Type 'traceroute 212.183.133.177'
3. Press Enter

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

Thanks

LeeH

[Yander1980]

Hi LeeH,

Just wanted to follow up with you regarding this.  What would you recommend as the next step?

Over the last couple of days I've tried my Sure Signal at a couple of friends houses with the same result.  Interestingly, one of those friends has previously used a Sure Signal without any issues at their house which suggests that the problem may be with my Sure Signal.  

Thanks,

Yander1980

[Retired-Kay]

Hi Yander1980, 

This would point to a Sure Signal fault if it's not working at several locations. The next step would be to arrange a repair. 

wof198 - Your Sure Signal hasn't updated since the 2nd August so I've forced a resync. You will need to do a reset to complete the process;

-Locate the button on the base of the box next to the Ethernet ports.

-Press and hold the button for approximately 30 seconds.

-Once the lights come back on, release the button.

Thanks, 

Kay

[henpaul]

Tech team - can you possibly help?  VSS works some times then drops (flashing power + first icon lit; new VSS).  Having read numerous web pages and posts I'm totally confused as to port forwarding or not, MER versus PPPoA, etc.

PLEASE HELP!!!

VSS S/N = 40131969947

speed test:  ping 27ms, download 5.24 mbps, upload 0.66 mbps

ping test:  34ms, jitter 1 ms

IP address 94.9.58.130

network type:  PPPoA

traceroute:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
 1  skyrouter.home (192.168.0.1)  0.712 ms  0.425 ms  0.316 ms
 2  * * *
 3  te0-0-0-3.pr0.thlon.ov.easynet.net (89.200.135.184)  25.669 ms  29.222 ms  31.955 ms
 4  te0-2-0-0.er11.thlon.ov.easynet.net (89.200.131.85)  29.016 ms  26.364 ms  24.311 ms
 5  bu4.gr10.telon.uk.easynet.net (89.200.135.145)  27.367 ms  24.834 ms  25.270 ms
 6  amdgw1.arcor-ip.net (195.69.145.123)  31.074 ms  32.876 ms  36.179 ms
 7  188.111.129.25 (188.111.129.25)  42.615 ms  47.338 ms  47.895 ms
 8  85.205.116.6 (85.205.116.6)  54.062 ms  54.119 ms  53.419 ms
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[henpaul]

Tech team - can you possibly help?  VSS works some times then drops (flashing power + first icon lit; new VSS).  Having read numerous web pages and posts I'm totally confused as to port forwarding or not, MER versus PPPoA, etc.

PLEASE HELP!!!

VSS S/N = 40131969947

speed test:  ping 27ms, download 5.24 mbps, upload 0.66 mbps

ping test:  34ms, jitter 1 ms

IP address 94.9.58.130

network type:  PPPoA

traceroute:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
 1  skyrouter.home (192.168.0.1)  0.712 ms  0.425 ms  0.316 ms
 2  * * *
 3  te0-0-0-3.pr0.thlon.ov.easynet.net (89.200.135.184)  25.669 ms  29.222 ms  31.955 ms
 4  te0-2-0-0.er11.thlon.ov.easynet.net (89.200.131.85)  29.016 ms  26.364 ms  24.311 ms
 5  bu4.gr10.telon.uk.easynet.net (89.200.135.145)  27.367 ms  24.834 ms  25.270 ms
 6  amdgw1.arcor-ip.net (195.69.145.123)  31.074 ms  32.876 ms  36.179 ms
 7  188.111.129.25 (188.111.129.25)  42.615 ms  47.338 ms  47.895 ms
 8  85.205.116.6 (85.205.116.6)  54.062 ms  54.119 ms  53.419 ms
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[Retired-Andy]

Hi henpaul,

Everything looks fine with your upload and download speeds and ping test. Your IP is on our whitelist so no problems there either.

Your traceroute is fine and although there is a timeout at Hop 2, the connection still reaches our servers.

I’ve checked your serial number and can see that you had a resync done yesterday after which your Sure Signal connected to our servers at 21:04 last night.

Is the unit now working correctly for you?

Thanks,

Andrew

[henpaul]

Thanks Andrew.

It was working for a while but again dropped (flashing red power light, internet solid orange, in service off, in use off) some time yesterday.  I have reset it again this morning and it is now working again, but the problem of intermittent dropping requiring constant resets) seems to continue....  Obviously I could plug it in to a plug timer to periodically switch it off and on again (automating the resets) but this isn't really fixing the problem.  Anything else I can/should do?

[henpaul]

No problem discernable with the broadband in that I don't have internet/broadband dropping.  The VSS again dropped (flashing red power light, internet solid orange, in service off, in use off) some time yesterday and I have reset it this morning, so intermittent dropping problem seems to continue.  Seems to be at random times not certain specific times of day.  Have tried a different ethernet cable too but this doesn't appear to be fixing the problem.  Will try to connect it elsewhere but anything else I should be doing/trying in the meantime?

[Retired-Kay]

Hi henpaul, 

If you can try a different connection this will definitely help. In the meantime I will feed this back to the Business as there are numerous people in this thread with the same issue. 

petesaysblimey, Your upload speed needs to be at least 0.33 to accept a call. At the speed you have if it was connecting the call quality would be poor. I'd recommend speaking to your Internet service provider to see if this can be increased. 

adamajis, Please supply 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

Kay

[adamajis]

Its connection seemed quite stable all of yesterday but then it cut out again tonight with the same light sequence. It worked fine again after a reset.

I am with bt infinity, using an apple airport extreme latest gen router with the bt modem. I have not messed with any port settings on the router as yet.

There is absolutely nothing wrong with the network on my end or the internet connection. You will see a failed call just before I posted this tonight. Can you look into this, do some diagnostics and tell me why this has happened?

Please look into this and do some active diagnostics instead of telling me to try the vss at another house or with another setup.

ping 33 ms

jitter 1ms

ip: 217.44.101.3

speed test: ping 19 ms, download 65mb/s, upload 16 mb/s

Last login: Wed Aug 7 17:47:52 on ttys000
AdamsMacBookPro-3:~ adam$ tracert 212.183.133.177
-bash: tracert: command not found
AdamsMacBookPro-3:~ adam$ traceroute 212.183.133.177
traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 10.0.1.1 (10.0.1.1) 13.781 ms 1.117 ms 1.315 ms
2 217.32.145.140 (217.32.145.140) 17.493 ms 18.394 ms 16.942 ms
3 217.32.145.206 (217.32.145.206) 18.285 ms 17.379 ms 17.333 ms
4 213.120.156.130 (213.120.156.130) 18.372 ms 18.849 ms 18.228 ms
5 217.41.168.49 (217.41.168.49) 18.529 ms 17.610 ms 18.200 ms
6 217.41.168.107 (217.41.168.107) 18.695 ms 18.723 ms 18.343 ms
7 109.159.249.104 (109.159.249.104) 18.349 ms
109.159.249.106 (109.159.249.106) 18.901 ms
acc1-10gige-0-7-0-4.l-far.21cn-ipp.bt.net (109.159.249.74) 17.557 ms
8 core1-te0-15-0-5.faraday.ukcore.bt.net (109.159.249.31) 25.819 ms
core1-te0-15-0-4.faraday.ukcore.bt.net (109.159.249.29) 19.129 ms
core2-te0-15-0-17.faraday.ukcore.bt.net (109.159.249.27) 18.942 ms
9 peer1-xe8-2-1.telehouse.ukcore.bt.net (213.121.193.137) 18.040 ms
host213-121-193-129.ukcore.bt.net (213.121.193.129) 17.767 ms
peer1-xe8-2-1.telehouse.ukcore.bt.net (213.121.193.137) 18.681 ms
10 lndgw2.arcor-ip.net (195.66.224.124) 21.543 ms 21.475 ms 22.620 ms
11 85.205.116.14 (85.205.116.14) 21.150 ms 20.212 ms 19.851 ms
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AdamsMacBookPro-3:~ adam$

serial no:  40132119781

[Retired-James]

Hi peleep,

Everything looks fine with your setup and registration.

If this is still an issue, please can you try another reset to see if it kicks everything into life for you?

@ adamajis – Everything looks fine with your setup and the Sure Signal did connect last night.

I know that we are investigating an issue with BT which could be causing the issue as it is making the Sure signal disconnect on its own.

Can you do another reset and see if it brings it back on line.

Reset your Sure Signal:

-Locate the button on the base of the box next to the Ethernet ports.

-Press and hold the button for approximately 30 seconds.

-Once the lights come back on, release the button.

The Sure Signal will be back online in around 1 hour.

James

[adamajis]

Hi James,

I keep doing resets and it does make things work again but for a short time.

Can you tell me what the issue is with bt and why the vss keeps disconnecting?