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

[peleep]

hi James

after 12 hours, I am still on the following status:

solid red light. Flashing white first icon.

This is so frustrating.  My V1 Vodafone Sure Signal works flawlessly. I'm sorry i upgraded to this new slimline V3 now!!!

Please fix what ever you need to on your end?!?!?!

[oscarguitar]

Hi,

I live in a good signal area but it can vary between 3 bars 3G to 1 bar 2G in the space of 1 metre in my office, this results in poor call quality and lots of dropped calls which impact on my business. I bought the VSS to try and solve the problem.  On the box it says that it will "Transform you home or office" well there are no signs of that happening just yet!

I got my VSS3 last week and since then it has worked for about 3 hours.  I have had 3 re-syncs and many converations with Vodafone - who have been helpful but unable the solve the problem, and BT (I have a HH3) who have been less helpful.  It was working last night after a re-sync (which takes at lease 6 hours every time) but this morning is down yet again.

I have enabled port forwarding as follows:  8, 50, 123, 500, 4500 and 1723 and have fixed the IP address for the VSS.

I have a solid red light and pulsing white globe

My details are:

Download 7.31 Mbps

Upload 1.07 Mbps

Ping 31ms

Jitter 3ms

IP 109.157.71.171

Sure Signal 40132329554

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1     4 ms     2 ms     1 ms  BThomehub.home [192.168.1.254]

  2    19 ms    17 ms    18 ms  217.32.141.7

  3    22 ms    19 ms    18 ms  217.32.140.206

  4    27 ms    21 ms    21 ms  217.32.141.226

  5    23 ms    22 ms    22 ms  31.55.164.43

  6    21 ms    23 ms    32 ms  31.55.164.107

  7    24 ms    22 ms    21 ms  acc1-10GigE-0-2-0-6.bm.21cn-ipp.bt.net [109.159.

248.108]

  8    29 ms    30 ms    30 ms  core1-te0-4-0-4.ealing.ukcore.bt.net [109.159.24

8.4]

  9    27 ms    28 ms    28 ms  peer1-xe1-0-0.telehouse.ukcore.bt.net [109.159.2

54.98]

 10    33 ms    34 ms    34 ms  lndgw2.arcor-ip.net [195.66.224.124]

 11    33 ms    33 ms    33 ms  85.205.116.2

 12     *        *        *     Request timed out.

 13     *        *        *     Request timed out.

 14     *        *        *     Request timed out.

 15

Please can you explain why the service keeps dropping out and how this can be fixed.  Could it be anything to do with "leases" these default to 1 day on the BT HH3, with a maximum od 21 days.  Would this cause the connection to drop out after 24 hours?

At the moment the Vodafone Sure Signal is looking like a £100.00 mistake

[Sukhi]

Hi adamajis & peleep

It sounds like you're both experiencing similar issues. As James said we are investigating an issue with BT that maybe causing this. We'll update you when we know more.

oscarguitar - Everything looks fine with your Traceroute. Can we try another re-sync this time taking out the Ethernet cable when factory resetting?

VSS Factory Reset

* 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 VSS should come online within the hour

Thanks

Sukhi

[peleep]

hi Sukhi  : i am with Sky. My V1 VSS works perfectly. . I only had the problem when i upgraded to the V3 version recently.  so the issue is on your end or the plug itself, not my internet provider?!

please activate what you have to on your end.

[Retired-Andy]

Hi peleep,

Your Sure Signal connected to our servers at 03:25 today, are you still seeing the same lights?

To make sure it’s as up to date as possible, I’ve just resynced your Sure Signal for you.

To be certain it completes, can you do a factory reset for me:-

• Find the button on the base of the unit 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 come online in around one hour

Let me know how you go on.

Hi oscarguitar,

I’ve checked and your Sure Signal connected to our servers at 01:24 today. Is everything now working correctly for you?

I’ve also performed a resync for you, can you follow the above reset process and let me know how you go on?

Hi adamajis,

All the information we have regarding the issue we’re investigating can be found here.

We’re still investigating this but don’t have any updates as yet. When we do, the statement I’ve linked to will be updated.

Thanks,

Andrew

[oscarguitar]

Andrew,

My VSS is up and running now, thanks for your help. 

However whenever a re-sync has taken place the VSS works again and then a few hours later the connection is lost or the VSS stops working for some reason.  Have you been able to find a cause for this?  The Vodafone Sure Signal has been unreliable since I purchased it and I would like to understand the cause and know what the permenant fix is.

[oscarguitar]

....And halfway through the first phone call just five minutes later, the Vodafone Sure Signal has disconnected again!!!  This situation is not acceptable, either the Vodafone Sure Signal should work or there should be a good reason for it not working that can be fixed or there is a more fundemental problem that means it won't ever work. 

Since many appear to have VSS working with even a marginal internet service, I can not understand why with a reasonable broadband speed with the largest broadband provider in the country (BT) you can not get my Vodafone Sure Signal working. Your website states that all I need is a 1Mbps service, which I have, surely you can get my Vodafone Sure Signal working?

Please can you look into this is more detail and come up with another solution that provides a permenant fix.

[oscarguitar]

And five minutes later while in the middle of a call the Vodafone Sure Signal re-boots connects and kicks me off the call, then crashes again. 

Please can you find a solution as the current situation is worse than the dodgy reception I had before.  Could my unit be faulty?  If so can you arrange a replacement as soon as possible or a refund as the Vodafone Sure Signal  does not appear to do what is is sold for and is not fit for purpose.

[grolschuk]

2 initial thoughts from reading that.

Is anything else on the network using a large enough chunk of your bandwidth that it could be dipping below 1mb available for long enough for the suresignal to struggle and ditch the link?

Could it be overheating?

[oscarguitar]

Thanks for your reply

The VSS is warm but not hot.  The only other resource is running a VPN to my main office which is idle most of the time and my son doing some light surfing. Surely not enough to gobble up all the band width, but I I'm not sure how I would find out. Any ideas how I could monitor this?