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

[adamajis]

Due to the lack of response, lack of help, lack of anyone trying to bother to look into this apart from resynch etc I have today got my pack code. I have 9 months left on my contract and will not be paying a penny more after I disconnect. Any of you who are on bt infinity like me and not using the home hub do what I did. I trialled o2's tu go app on my wife's phone and it works amazingly well. You can even take calls on your iPad and in the London Underground. It is flawless and best of all headache free. You need a monthly sim for it to work but it is such a breath of fresh air. Seriously, everyone here should move to it.

[danielanthony]

My SureSignal hasn't worked for days now can someone please investigate?

SpeedTest: Ping 31ms, down 5.99Mbps, up 0.38Mbps

PingTest: ping 27ms, jitter 1ms

External IP: 81.154.162.244

Serial: 40132118973

1 2 ms 2 ms 1 ms NIBBLERNET [192.168.1.1]
2 53 ms 52 ms 52 ms esr15.kingston5.broadband.bt.net [217.47.66.146]
3 59 ms 47 ms 59 ms 217.47.66.13
4 76 ms 80 ms 82 ms 213.1.69.130
5 73 ms 74 ms 75 ms 217.41.168.191
6 64 ms 61 ms 67 ms 217.41.168.109
7 27 ms 27 ms 26 ms 109.159.249.234
8 398 ms 95 ms 31 ms core2-te0-0-0-17.faraday.ukcore.bt.net [109.159.249.135]
9 28 ms 57 ms 29 ms peer1-xe-8-2-1.telehouse.ukcore.bt.net [213.121.193.137]
10 30 ms 31 ms 31 ms lndgw2.arcor-ip.net [195.66.224.124]
11 29 ms 49 ms 28 ms 85.205.116.2
12 * * * Request timed out.

Thanks

[micksymonds]

I am suffering the very same issue and after 5 days of resetting the VSS and my router I am becoming really frustrated. I have not been able to maintain a connection over my 60mb broadband connection for more than 3 hours before the VSS switches to this mode and doesnt reconnect!

Ping 13ms

Download 61.89 Mbps

Upload 9.60 Mbps

Pingtest

Ping 14ms

Jitter 1ms

109.150.175.230

1  bthomehub.home (192.168.1.254)  6.315 ms  1.028 ms  0.903 ms

 2  217.32.141.147 (217.32.141.147)  5.399 ms  12.393 ms  5.928 ms

 3  217.32.141.222 (217.32.141.222)  16.041 ms  6.281 ms  6.760 ms

 4  217.41.216.194 (217.41.216.194)  8.878 ms  17.916 ms  9.919 ms

 5  31.55.164.217 (31.55.164.217)  8.709 ms  8.673 ms  8.439 ms

 6  31.55.164.109 (31.55.164.109)  8.382 ms  8.966 ms  8.592 ms

 7  acc2-10gige-0-5-0-5.bm.21cn-ipp.bt.net (109.159.248.226)  10.013 ms  8.726 ms

    acc2-10gige-0-7-0-4.bm.21cn-ipp.bt.net (109.159.248.198)  8.394 ms

 8  core2-te0-3-0-3.ealing.ukcore.bt.net (109.159.248.150)  22.019 ms

    core2-te0-3-0-2.ealing.ukcore.bt.net (109.159.248.148)  15.337 ms

    109.159.248.140 (109.159.248.140)  15.214 ms

 9  peer1-xe4-1-0.telehouse.ukcore.bt.net (213.121.193.152)  13.332 ms  13.552 ms  13.570 ms

10  lndgw2.arcor-ip.net (195.66.224.124)  13.949 ms  16.283 ms  17.588 ms

11  85.205.116.2 (85.205.116.2)  14.659 ms  14.847 ms  14.990 ms

12  * * *

13  * * *

14  * * *

15  * * *

VSS s/n 40133471603

Regards

Mick

[ChipRivers]

I am experiencing a problem where my VSS3 keeps dropping out of service.  If I restart the unit it tends to start workign again within about an hour but then fails again, normally two or three times per day.  When it fails, it ends up with the power light flashing and the internet light solid orange, the other lights are off.

I am running an Apple Airport Extreme on BT Infinity broadband.

I have ascertained the following information:

Your speed test results: ping 21ms - download 69.92Mbps - upload 14.95Mbps
Your ping test results: packet loss unable to test - ping 33ms - jitter 2ms - grade B*
Your external IP address: 86.145.128.239

Your Sure Signal serial number: 40123307759

The results of a traceroute:

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)  4.237 ms  1.072 ms  0.952 ms

 2  172.16.14.1 (172.16.14.1)  5.469 ms  4.711 ms  5.139 ms

 3  * 213.120.158.174 (213.120.158.174)  16.258 ms  14.322 ms

 4  213.120.158.173 (213.120.158.173)  8.940 ms  10.927 ms  9.197 ms

 5  212.140.206.98 (212.140.206.98)  13.049 ms  15.895 ms  12.996 ms

 6  217.41.169.233 (217.41.169.233)  13.050 ms  12.414 ms  12.972 ms

 7  217.41.169.109 (217.41.169.109)  12.979 ms  12.417 ms  12.990 ms

 8  acc2-10gige-3-3-0.sf.21cn-ipp.bt.net (109.159.251.219)  11.875 ms

    acc2-xe-1-3-0.sf.21cn-ipp.bt.net (109.159.251.203)  11.595 ms

    acc2-10gige-3-3-0.sf.21cn-ipp.bt.net (109.159.251.219)  12.575 ms

 9  core2-te0-2-3-0.ealing.ukcore.bt.net (109.159.251.147)  25.407 ms

    core2-te-0-13-0-13.ealing.ukcore.bt.net (109.159.251.175)  19.242 ms

    core2-te0-13-0-2.ealing.ukcore.bt.net (109.159.251.139)  23.045 ms

10  host213-121-193-148.ukcore.bt.net (213.121.193.148)  21.846 ms  32.798 ms

    peer1-xe10-0-0.telehouse.ukcore.bt.net (109.159.254.122)  21.993 ms

11  lndgw2.arcor-ip.net (195.66.224.124)  67.665 ms  26.906 ms  23.686 ms

12  85.205.116.10 (85.205.116.10)  21.048 ms  21.908 ms  17.983 ms

13  * * *

14  * * *

15  * * *

16  * * *

17  * * *

18  * * *

19  * * *

20  * * *

21  * * *

[micksymonds]

Having been away for a couple of days I have today attempted to connect my device, I have reset both the router and the VSS as only the red light was lit. Having reset both, the VSS still only displays a red light however all if my other devices are connecting through the same router. I have tried a different physical port and also a different cable but still have the same result.

This is so frustrating!!

Mick

[Shah_Of_Blah]

Your speed test results Up 43 Mb Down 8 Mb
Your ping test results from  0% packet loss Ping 37 ms  Jitter 7
Your external IP address from 89.243.214.252

Your Sure Signal serial number: 40131000354

The results of a traceroute.

tracert 212.183.133.177

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 192.168.0.1
2 14 ms 15 ms 32 ms host-89-243-212-1.as13285.net [89.243.212.1]
3 15 ms 14 ms 14 ms host-78-151-225-23.static.as13285.net [78.151.22
5.23]
4 28 ms 30 ms 42 ms host-78-151-225-144.static.as13285.net [78.151.2
25.144]
5 37 ms 35 ms 28 ms host-78-144-8-53.as13285.net [78.144.8.53]
6 25 ms 36 ms 28 ms lndgw2.arcor-ip.net [195.66.224.124]
7 23 ms 38 ms 40 ms 85.205.116.10
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.

 Setup

TalkTalk Fibre

BT openreach box -> Huawei HG533 Fibre modem -> Zyxel GS1100- 24way switch ->SureSignal

First time i got home with the SS3 i plugged it in, registered online, registered phone, all working within 20 minutes. That was 2-3 weeks ago.

Now updating all our other phones to Vodafone as well.....

10 days ago needed to be restarted every day or so.

Since 2-3 days only red ligh flashing and solid orange light.

Hope you can sort me out.

[bobin]

Back on again after another frustrating 24hrs this has been going on for some time now not sure how long it will last.  come on Vphone get some posts or info out there to let us all know what the real problem is and more to the point what you are doing about it when it will be sorted and how will you be compensating users.It's ok sending  private message  giving me a new rank but to be honest i don't give a stuff I just want my SS to work and stay working.

If a total layman such as "About A1000" can post the following why are you not so proactive.

Having been battling with an intermittent SS3 for months now I have learnt a bit about the challenges which may help people.  The challenge with the SS is that it is only one part of a network that is required for it to function effectively including: phone; SS; your ISP; the internet; vodafone network.  All of these are the responsibility of different people which makes it a challenge.

To function correctly, like other VOIP services it requires a latency of <200ms continuously or the device drops out. If at any point during a call or when the SS tries to contact the servers there is a latency spike then it has an error. Most of the tests that you run to check it are snapshots or short term series of snapshots (ping - n) and therefore unless your 'lucky' to hit the exact moment that there is a latency spike then it will look like everything is working.

Having run a continuous Traceroute on a number of occassions then it is possible to see where the potential spike is happening normally I see average latencies in the 20-40ms range but often there is one link that has a max latency >200ms which is often ldngw1.arcor-ip.net which is the London gateway where the Vodafone network connects to the internet and is therefore common for SS users.  Whilst it is not always the culprit it is often from this point on and it does seem to show up more often.

This would all link with the fact that issues are intermittent as it only happens when all things align, i.e. you're on a call at the same time as a spike somewhere in the chain.

These are merely the thoughts of a layman, however, I'm continuing to try and work this through with the VF support team to hopefully help get a solution.  Hope this helps with what is a frustrating challenge, believe me I was cut off a call 5 times this week 😉

[Shah_Of_Blah]

Overnight all flashing stopped 

3 solid white lights

Whole house has a signal again

thanks

long may it last

[adamyarrington]

Hello,

I've done all of the steps and here are the results:

Speed test results:

Download speed = 4.82Mbps

Upload speed = 0.64Mbps

Ping test results:

Ping = 56ms

Jitter = 11ms

IP address = 94.1.124.125

Sure signal serial no.: 40124217643

Tracert results in attachment.

[adamyarrington]

Hi Kay,

I did a reset last night after posting. I had signal before I went to work this morning but I've got home and I'm back to no service. I did a reset prior to this on Friday night and the SureSignal managed almost 2 days before reverting back to no signal.