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

[cuthbeidatacard]

My MTU was 1472, but since switching to 1500 and rebooting the SureSignal reconnected automatically. I will see how stable it is all day. Thanks

[wof198]

Jenny,

There are 215 posts here, I will not go through them all, this (an online forum) is absolutely not a satisfactory method to deal with these problems. Please aggregate 'daves posts' or let me know how I can return this product which does not work.

Kind regards,

Will

[Retired-Kay]

Hi wof198, 

I think there has been some confusion but Jenny linked you to Dave's post in her last reply. You don't need to go through all of the posts in this thread. 

ChipRivers, thank you for letting us know your work around. :smileyhappy:

Cheers, 

Kay

[jayph]

Please can someone assist as until a couple of days ago my SS3 was working fine but now all I have is a flashing red light and solid orange light, more frustratingly I have only GPRS available to my 3 VF phones/iPads.

I have ascertained the following information:

Your speed test results: ping 18ms - download 30.37Mbps - upload 8.30Mbps
Your ping test results: packet loss unable to test - ping 33ms - jitter 1ms - grade B*
Your external IP address: 94.12.49.170

Your Sure Signal serial number: 40131016608

The results of a traceroute, it eventually gave up after 64 attempts:

Last login: Thu Oct 31 15:31:50 on console

jasons-mbp:~ jasonhendrey$ traceroute 212.183.133.177

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  skyrouter.home (192.168.0.1)  1.245 ms  1.417 ms  0.861 ms

 2  * * *

 3  ip-84-38-37-16.easynet.co.uk (84.38.37.16)  25.853 ms  20.010 ms  20.371 ms

 4  te0-8-0-0.er11.enslo.ov.easynet.net (89.200.135.87)  22.063 ms  26.151 ms  23.626 ms

 5  ae-0-11.edge4.london2.level3.net (4.69.200.126)  20.715 ms  20.007 ms *

 6  ae-3-3.ebr1.london1.level3.net (4.69.141.189)  20.128 ms  19.921 ms  19.963 ms

 7  ae-43-43.ebr1.london1.level3.net (4.69.167.26)  20.181 ms  20.136 ms

    ae-42-42.ebr1.london1.level3.net (4.69.167.22)  19.901 ms

 8  ae-56-111.csw1.london1.level3.net (4.69.153.114)  21.081 ms

    ae-59-114.csw1.london1.level3.net (4.69.153.126)  22.172 ms

    ae-56-111.csw1.london1.level3.net (4.69.153.114)  20.470 ms

 9  ae-122-3508.edge4.london1.level3.net (4.69.166.13)  20.299 ms  19.748 ms

    ae-119-3505.edge4.london1.level3.net (4.69.166.1)  20.322 ms

10  195.50.122.66 (195.50.122.66)  39.672 ms  52.896 ms  42.309 ms

11  85.205.116.2 (85.205.116.2)  37.454 ms  37.674 ms  38.002 ms

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jasons-mbp:~ jasonhendrey$ traceroute 212.183.133.177

[oreleon]

I have the same problem, lost my connection around 1PM today, mid call. I've tried numerous resets of both my router and SS.

SN 40130430842

Broadband speed 72.91Mb D/L     17.34Mb U/L

Ping 21ms

Jitter 0ms

IP 86.145.129.36

Tracecert

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

1 3 ms 1 ms 1 ms BThomehub.home [192.168.1.254]
2 9 ms 5 ms 5 ms 172.16.14.4
3 * 10 ms 9 ms 213.120.158.174
4 6 ms 6 ms 6 ms 213.120.158.173
5 10 ms 9 ms 9 ms 212.140.206.98
6 10 ms 9 ms 10 ms 217.41.169.241
7 10 ms 10 ms 10 ms 217.41.169.109
8 9 ms 10 ms 10 ms acc2-xe-11-2-0.sf.21cn-ipp.bt.net [109.159.251.1
99]
9 17 ms 18 ms 19 ms core1-te0-12-0-6.ilford.ukcore.bt.net [109.159.2
51.133]
10 17 ms 69 ms 19 ms peer1-xe9-0-0.telehouse.ukcore.bt.net [109.159.2
54.120]
11 19 ms 19 ms 19 ms lndgw2.arcor-ip.net [195.66.224.124]
12 16 ms 15 ms 18 ms 85.205.116.14
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.

Please assist or re-sync?

Thank you.

[ChipRivers]

I have tried these suggestions but no change.

As I have said, everything seems to work fine for a while, it can last for several hours but then for no reason it drops out

[ChipRivers]

For anybody looking for a solution to the inability to get VSS working with Apple AirPort Extreme, I have now got it working but not in what I would have considered an ideal solution.

I have reintroduced my BT Home Hub 3 into the configuration (I had previously replaced my HH3 with the Apple Airport Extreme).

My BT Infinity modem now feeds direct into the HH3.  Wireless is switched off on HH3.

Two ethernet connections out of HH3 into the VSS and Apple AirPort Extreme.

The AirPort Extreme is still now handling my wireless network and etheret connections to other devices but the VSS works directly with the HH3.

Had to make a couple of configuration changes in the AirPort Extreme through AirPort Utility:

- under the Internet tab, changed to 'DNCP' from 'PPPoE' for Connect using:

- under the Network tab, changed to 'Off (Bridge Mode)' from 'DHCP and NAT' for Router Mode:

This appears to have worked for me.  I am not however anykind of expert and there may be some further configuration changes in both the HH3 and AE to make the whole network run at its optimum.  However me at present, my VSS is working and Im still getting approx 70Mbps download speed so happy days.

[MakoRudra]

This is a replacement unit for a defunct model, which hasn't connected since it arrived, despite restarts and ethernet cable replacements. The internet connection has been stable otherwise, there's no phone signal within the building, and the phones used are business accounts.

Speed Test

-Speed 17.98/0.85ms

Ping Test

-Ping 201ms

-Jitter 90ms

IP. 217.22.81.62

Serial No. 40132608726

Tracert

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 frawall [192.168.200.1]
2 35 ms 21 ms 22 ms movingedge1.tiscali.co.uk [212.74.103.228]
3 77 ms 59 ms 22 ms edge2.th.moving-edge.net [217.22.80.8]
4 25 ms 34 ms 25 ms edge1.th.moving-edge.net [217.22.80.11]
5 24 ms 26 ms 21 ms ge-1-1-8-0.rt0.thn.uk.goscomb.net [46.17.60.225]

6 32 ms 26 ms 23 ms lndgw2.arcor-ip.net [195.66.224.124]
7 34 ms 23 ms 23 ms 85.205.116.6
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.

[raesene]

An update on my SS3.  I've moved it to my desk so I can keep an eye on it.  It now seems to be maintaining connection for 24-72 hours before needing a reset. That's better but still not exactly ideal.  At the moment it seems to most often lose connection overnight.

The main problem is that it doesn't seem to always try to reconnect automatically, which would seem like a good idea.  So once it goes to the single orange light it just sits there till I un/re plug it.

I don't suppose there's any programmatic way to get it to reset itself every day or two?

[Retired-Andy]

Hi miketrow66,

Let me know how you go on.

Hi MakoRudra,

Everything looks fine with your traceroute and speed test. Your IP address is on our whitelist so no problems there either.

Your ping test is a little high, can you re-run it to see if you get the same results?

I’ve checked your serial number and can see your Sure Signal connected to our servers yesterday at 16:31. Is it now working normally for you?

If not, can you let me know what lights you’re getting on the unit?

Hi raesene,

It’s great that you’re getting a more stable connection. If it loses connection overnight, your ISP may be using that time to perform maintenance on their network.

Another thing to try is a different Ethernet cable if you’re currently using the one supplied with the unit.

It’s not possible to set the Sure Signal to reset itself I’m afraid.

Let me know how you go on.

Hi djmaitla,

If you try the Sure Signal on a different internet connection, that of a neighbour or friend, do you see the same issue?

It may be that you’re affected by the issue mentioned here.

So we can check everything out for you, can you provide the following please:-

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

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.

Hi belalmiah,

Everything is fine with your traceroute, speed test and ping test. Your IP address is on our whitelist, so no issues there either.

When you see the red light flashing, are there any other lights showing? If so, can you let me know what they are?

If not, it would mean the Sure Signal has detected a fault and if you’re within your first 7 days, you’d be able to get the unit exchanged.

If you’re outside your 7 days, it’d need to be sent for repair.

Hi David_G,

Your speed test, ping test and traceroute are fine and your IP address is on our whitelist.

Can you confirm your Sure Signal serial number please? They’re normally 11 digits long and the one you’ve given is only 10.

Once we have this, we can look into what’s happening for you.

Thanks,

Andrew