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

[Retired-Kay]

Hi adamajis, 

Simon detailed everything we have already checked on message 104. We don't have different servers for every different Sure Signal unit so if it was a server issue we would be aware. 

As you've had dropped calls we can look at a SAC change to see if this will resolve the issue. 

Take a look here for how to get in touch.

Kay

[adamajis]

Can we get confirmation from someone in Vodafone that our complaints are being fed through to the relevant people to look into and act on?

[A1000]

I had a session with a level 3 technical person on Friday who performed the same tests that are requested on these boards.  It gave similar results but has allowed a case to be raised for a specialist to perform further tests and I'm awaiting feedback, however, I have no timescale for this.  For the tests I have to leave the box on and working (not unsurprisingly) but it means that I have to use an alternative network if I want to have anykind of reliable service which is frustrating.

[Claverham]

Hi

I have a version 3 that has been trying to connect for 24 hours plus. Solid red power light and slowly flashing internet light, then it eventually resets and goes round in the same cycle again.

Requested details as follows:

Speed test

Ping 44ms

Download 4.24 mbps

Upload 0.74mbps

Ping Test

Speed 44ms

Jitter 8ms

IP address 80.42.151.46

Please can you advise?

Thanks

Ross

[Claverham]

I posted this yesterday on another thread but no response. Sounds like a similar problem so second time lucky. An acknowledgement would be nice please VF....

I have a version 3 that has been trying to connect for 24 hours plus. Solid red power light and slowly flashing internet light, then it eventually resets and goes round in the same cycle again.

Requested details as follows:

Speed test

Ping 44ms

Download 4.24 mbps

Upload 0.74mbps

Ping Test

Speed 44ms

Jitter 8ms

IP address 80.42.151.46

Thanks

[Claverham]

FAO Lee.

Thanks for moving the post, as you can now see it is a couple of posts below the original that I posted yesterday and didn't get any response to. Rather than moving posts around maybe someone could try having a look into the issue?

[rdclondon]

Dear All,

My sure signal, which I bought and installed the first time on 25/11/2013, has never managed to go through a full day without disconnecting and dropping calls, and failing, several times each day. When a call drops, the device shows a red flashing light and a solid orange internet light. The only way to restart the service is to physically reset it or switch it off and on again.

This is what I have done so far in the attempt of resolving the problem:

1. Installed it on own socket and at least three metres away from any source of RF (routers, DECT phones, microwave ovens, etc.).

2. Assigned fixed IP address on my router, forwarding ports 8, 50, 500, 1723, 4500.

3. Rebooted the whole network system in this order: a) switch off SS, then router, and modem; b) switch on modem to obtain fresh WAN connection, once stable switched on router, once router stabilised switched on SS. All ok, network working seamlessly (as it always does), SS ok as set on the network.

I went through steps of this cycle a number of times, particulartly the reset part of it, and I also reset the SS with the button at least three times. I am now at the final stages and my last option is to see if someone in this forum can help me to resolve, failing that I will bring it back and get it refunded and in the next week or so I will consider whether keeping or cancelling two contracts and join another provider instead as the Vodafone network signal is too weak in my area.

Here are the required details:

S/N: 40133812012

IP: 86.149.238.236

Ping: 15ms

D/U: 32Mbps/9Mbps

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

over a maximum of 30 hops:

1 1 ms <1 ms <1 ms 192.168.1.1
2 15 ms 14 ms 14 ms 217.32.146.170
3 14 ms 14 ms 14 ms 217.32.146.238
4 16 ms 15 ms 15 ms 217.32.147.210
5 15 ms 15 ms 15 ms 217.41.168.251
6 16 ms 16 ms 15 ms 217.41.168.109
7 15 ms 15 ms 15 ms acc2-10GigE-0-1-0-5.l-far.21cn-ipp.bt.net [109.1
59.249.210]
8 16 ms 21 ms 21 ms core2-te0-15-0-5.faraday.ukcore.bt.net [109.159.
249.155]
9 15 ms 15 ms 15 ms host213-121-193-137.ukcore.bt.net [213.121.193.1
37]
10 18 ms 17 ms 16 ms lndgw2.arcor-ip.net [195.66.224.124]
11 18 ms 17 ms 17 ms 85.205.116.10
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.

Thanks

[rdclondon]

Dear All,

I am at it again. My sure signal, which I bought and installed the first time on 25/11/2013, has never managed to go through a full day without disconnecting and dropping calls, and failing, several times each day. When a call drops, the device shows a red flashing light and a solid orange internet light. The only way to restart the service is to physically reset it or switch it off and on again.

This is what I have done so far in the attempt of resolving the problem:

1. Installed it on own socket and at least three metres away from any source of RF (routers, DECT phones, microwave ovens, etc.).

2. Assigned fixed IP address on my router, forwarding ports 8, 50, 500, 1723, 4500.

3. Rebooted the whole network system in this order: a) switch off SS, then router, and modem; b) switch on modem to obtain fresh WAN connection, once stable switched on router, once router stabilised switched on SS. All ok, network working seamlessly (as it always does), SS ok as set on the network.

I went through steps of this cycle a number of times, particulartly the reset part of it, and I also reset the SS with the button at least three times. I am now at the final stages and my last option is to see if someone in this forum can help me to resolve, failing that I will bring it back and get it refunded and in the next week or so I will consider whether keeping or cancelling two contracts and join another provider instead as the Vodafone network signal is too weak in my area.

Please do not direct me to the troubleshooting page as I ahve already gone through it countless times.

Here are the required details:

S/N: 40133812012

IP: 86.149.238.236

Ping: 15ms

D/U: 32Mbps/9Mbps

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

over a maximum of 30 hops:

1 1 ms <1 ms <1 ms 192.168.1.1
2 15 ms 14 ms 14 ms 217.32.146.170
3 14 ms 14 ms 14 ms 217.32.146.238
4 16 ms 15 ms 15 ms 217.32.147.210
5 15 ms 15 ms 15 ms 217.41.168.251
6 16 ms 16 ms 15 ms 217.41.168.109
7 15 ms 15 ms 15 ms acc2-10GigE-0-1-0-5.l-far.21cn-ipp.bt.net [109.1
59.249.210]
8 16 ms 21 ms 21 ms core2-te0-15-0-5.faraday.ukcore.bt.net [109.159.
249.155]
9 15 ms 15 ms 15 ms host213-121-193-137.ukcore.bt.net [213.121.193.1
37]
10 18 ms 17 ms 16 ms lndgw2.arcor-ip.net [195.66.224.124]
11 18 ms 17 ms 17 ms 85.205.116.10
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.

[djmaitla]

Are you with BT Infinity on Hub 3.0 perchance?

[Toon_Hak]

Hi,

Yes I have tried a new ethernet cable, still the same.