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

[Sukhi]

Hi adamajis

I'm sorry to see you're having the same issue. We'll need to wait until we have more news from the investigation.

Thanks

Sukhi

[MarkGee]

Hi Sukhi,

I've tried other locations in our house. All of which have made no difference. Did you see my earlier post? I do not have an alternate broadband connection to try. I've tried 2 V3s both of which have the same problem. Unless you're suggesting that a batch of V3s have been faulty? My question is why have O2 managed to get a reliable service over my broadband connection when the SureSignal can't. Unless this is a problem with the device or the service end-point at your side?

Mark

[Jenny]

Hi MarkGee,

Thanks for getting back to us.

As you’ve said, the fact that you’ve had the same problem with another Sure Signal does point towards the problem lying with your connection and not the Sure Signal.

This is why we really would need you to test this on another connection either at a friend or family member’s house.

Thanks,

Jenny 

[adamajis]

Unbelievable logic! Guys from Vodafone please think before you post.

I haven't seen any evidence of any technical expertise here. All these people can do is blag, resynchronise and tell you to reset. Waste of time.

The level three people are far too important to talk to a mere orthopaedic surgeon like me. I have been waiting to hear from them for a month.

Best thing to do is lodge complaints as frequently as possible and escalate them

[Scotswahay]

Dear Adamajis

In defense of the Vodafone Tech Team I think their responses are as helpful as they can be, given that they are dealing with a myriad of ISPs, device configurations, phone set ups etc, etc. The intermittent nature of the signal drop out that many people have reported would tax any faultfinding process I suspect.

It seems to me that your posts are often rude and insulting and have so far got you nowhere. Perhaps you should try coming over a little less arrogant in your posts and see if that gets you a more constructive response. You could also try contacting BT yourself and letting us all know how you get on.

For your information, I posted a while back that my Sure Signal had been playing up (Power light flashing, solid orange etc). I'm pleased to say that apart from one instance of switching off and resetting it the thing has been providing an almost sure signal for the last 3 weeks or so.

[Toon_Hak]

Hi,

I have had the same issues for a month and a half now.

My sure signal was fine for a couple of months when first installed, however, now it re-sets / drops out every day.

After re-setting, it wil be fine for between 10 minutes and several hours, but ultimately it always drops out and requires another re-set.

I've called customer services several times and they have re-synched(?) each time, but the issue always comes back.

Here are the resuls of the tests suggested for fault finding:

Sure Signal Serial number: 40130416502

Virgin Media

Speedtest

Download: 20.35 Mbps

Upload: 1.13 Mbps

Ping Test

Ping: 22ms

Jitter: 2ms

Packet Loss: 0%

IP Address

82.39.201.178

Trace route

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

  1    21 ms     8 ms     7 ms  10.102.232.1
  2    10 ms     7 ms     7 ms  gate-core-2a-ae10-623.network.virginmedia.net [8
0.0.145.101]
  3    11 ms    10 ms    11 ms  leed-bb-1c-ae7-0.network.virginmedia.net [213.10
5.159.165]
  4    15 ms    16 ms    11 ms  leed-bb-1b-ae10-0.network.virginmedia.net [62.25
3.174.25]
  5    15 ms    14 ms    14 ms  nrth-bb-1b-et-400-0.network.virginmedia.net [62.
253.175.46]
  6    16 ms    15 ms    21 ms  tele-ic-4-ae0-0.network.virginmedia.net [62.253.
174.18]
  7    19 ms    19 ms    19 ms  ldngw1.arcor-ip.net [195.66.224.209]
  8    17 ms    17 ms    18 ms  85.205.116.6
  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.

[Retired-Dave]

Hi all,

Apologies that this thread has been missed. Not sure what's happened there.

Toon_Hak - The details you've posted all seem OK. I've done a fresh resync to clear out anything this end again, so you'll need to reset the box:

• 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 come online in around 1 hour.

I'd also suggest de-registering the Sure Signal, waiting about 30 minutes and then re-registering. This will help remove anything about the registration that's causing this.

---------------------------------------------------

adamajis - Most of the issues that we see on the boards are individual issues, but any trends we see are fed back for investigation in case they're a sign of a bigger issue. Often there are similar aspects to them, like a handful with the same provider or connection type, but it doesn't mean it's the same issue.

I can see that we've advised previously of the BT Home Hub issue. We do not have any more information on this at this point, but we are working with BT to get this resolved.

---------------------------------------------------

Claverham - Those figures all look fine, so can you post your Sure Signal serial number for me? 

---------------------------------------------------

trudieball - Thanks for posting the details there. 

Although the Traceroute reaches our servers, steps 8 and 9 seem to be high. They're both going over the 200ms maximum needed to maintain the connection on occasion, and when they don't they're pretty high. I'd suggest speaking to your Internet Service Provider and showing them these results so they can see what's causing the delay.

Dave

[adamajis]

Are we seeing a recurring theme here? It seems to be fibre optic connections across multiple providers so it can't be a provider issue it must be a Vodafone server issue

[A1000]

Could be coincidence but my SureSignal was fine for a few months and then over the last month or so it has been totally unstable.  The only predictability is that it will either not connect or if it connects then it will drop the call at some point mid-call, even when I'm within a couple of metres of it. I'm waiting for a full analysis of it by Vodafone so will try and be patient, however, for the full analysis to take place it has to be on and if it's on then I can't make reliable calls.

[Toon_Hak]

Can someone from the Tech Team please answer my original post above please.

I getting hacked off with having to reset my suresignal several times a day.