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Retired-Lee · ‎11-01-2013

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:

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

On a Mac:

Open Terminal (Applications, Utilities)
Type 'traceroute 212.183.133.177'
Press Enter

This will help us get the quickest possible resolution for you.

Thanks

LeeH

Sukhi · ‎02-12-2013

Hi Motomot

It's worth trying a different router. Have you spoken to your ISP about your speeds?

hayleyf - That's great thanks for letting us know as this may help other users who are experiencing similar issues.

Toon_Hak - Have you tried using a different Ethernet cable?

Thanks

Sukhi

bobin · ‎11-12-2013

Hi,

Can the Tec team PLEASE help I have not got the will to go over the all the problems I have been experiancing with my SSv 3 over the last few weeks, lost call s,drop outs etc..

Just as I thought I had some stability I know have a flashing power light and no internet light and the other 2 solid orange.

Re set and got it going but only for about an hour been like this all day according to your info this means it is not registering on your system (again) can you please look and see if it is and if needs be to a reset your end an let me know.

As I have been having problems for weeks now a prompt response and solution is required please do not ask me to provide all the info as before or to find and alternative internet connection as it will not be appreciated., sorry to sound blunt but my levels of frustration with this service are now beyond measure.

The serial number is 40123667236 on the web control panel it is saying registered.

PS A help line number would be great.

Ben_H · ‎12-12-2013

Hi everyone,

bobin - We'd need the full details from our Sure Signal Guide to help effectively. The only thing we can do with a serial number is provide a manual synchronisation. If you'd rather sort this out with a call than on here, the team on 191 can also investigate and troubleshoot with you.

djmaitla - Customers who have upgraded to Homehub 4 have reported functionality with the Sure Signal. Any cases on Homehub 4/5 will always be treated independently to a compatibility issue until such a time we recognise one.

louise_78 - The speedtest results you posted would mean there would be intermittent service on your Sure Signal as the speeds fluctuate and drop through the day. I'd speak to your ISP about your options for a faster internet connection. The minimum requirement for the Version 3 is 4.13Mbps download and 0.37Mbps upload.

adamarrington - I've pushed a resync through for you. You'll need to reset the unit and give it an hour to come back online for the resync to complete.

bowsey69 - Can you test your unit on another internet connection for an hour or so? If it still doesn't work then there will be a fault with your Sure Signal and you'll need to arrange a repair. If it does work you'll need to discuss your connection with your ISP for advice.

Cheers, Ben

bowsey69 · ‎14-12-2013

Tried my sure signal at my mothers and my brothers house ove the last week and they were the same. No connection

Retired-Kay · ‎15-12-2013

Hi bowsey69,

As Ben mentioned this points to a fault with the Sure Signal so we would need to arrange a repair for you.

Thanks,

Kay

discokitch · ‎28-12-2013

Hi Guys,

Had problem with reliabilty since installation. will work (well) and then disconnect with the above lights. Usually a reset will work until it happens again. Have performed the tests -

Router SkyHub

5.19Mbps download

0.71Mbps upload

Ping 30ms jitter 2ms

IP Address - 94.13.180.46

Serial number - 40131558914

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 SkyRouter.Home [192.168.0.1]

2 * * * Request timed out.

3 32 ms 31 ms 32 ms 02780b08.bb.sky.com [2.120.11.8]

4 29 ms 29 ms 28 ms ae99.edge3.London2.Level3.net [212.187.201.57]

5 28 ms 29 ms 28 ms ae-0-11.edge4.London2.Level3.net [4.69.200.126]

6 28 ms 28 ms 29 ms ae-3-3.ebr1.London1.Level3.net [4.69.141.189]

7 28 ms 28 ms 29 ms ae-42-42.ebr1.London1.Level3.net [4.69.167.22]

8 31 ms 29 ms 29 ms ae-56-111.csw1.London1.Level3.net [4.69.153.114]

9 28 ms 28 ms 28 ms ae-120-3506.edge4.London1.Level3.net [4.69.166.5

]

10 45 ms 44 ms 43 ms 195.50.122.66

11 46 ms 46 ms 46 ms 85.205.116.6

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.

Please HELP!

DaveCD · ‎30-12-2013

Hi discokitch

All appears to be fine, what lights do you see when it's not working?

Hi djmaitla and Toon-Hank

Great news! We haven't changed anything so it may have been an action from your ISP, or the new router.

If there's anything else you need help with, let us know.

DaveCD

discokitch · ‎30-12-2013

Dave,
Power light flash, internet orange, the rest are off. I reset, it works then fails again after a little while

Retired-James · ‎30-12-2013

Hi discokitch,

If the Sure signal is working and then this happens every now and then, the issue would point towards the connection.

The first thing to try would be another Ethernet cable.

We’ve seen this cause intermittent issues in the past if there is a lot of electrical interference.

James

gleith · ‎01-01-2014

Good Evening,

Yesterday (30/12/2013) I purchased and registered a Vodafone sure signal which will not connect and I get the flashing red and steady orange first light as described in this thread.

I have tried restarting the unit and resetting it, I have also opened several ports as recommended in these forums.

As I only have 7 days to return the unit if it does not work I would appreciated a prompt response, please find the details you requested below:

The serial number of the unit is 40133801262

Speed test results - Download 2.21mbps, upload 0.51mbps
Ping test results - packet loss 0%, ping 38ms, jitter 7ms
External IP address - IP 176.26.40.18 IPV6 ::ffff:b01a:2812
Results of a traceroute.

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

over a maximum of 30 hops:

1 2 ms 2 ms 2 ms SkyRouter.Home [192.168.0.1]

2 * * * Request timed out.

3 31 ms 37 ms 38 ms 0278093c.bb.sky.com [2.120.9.60]

4 33 ms 31 ms 30 ms ae99.edge3.London2.Level3.net [212.187.201.57]

5 * 31 ms 30 ms ae-0-11.edge4.London2.Level3.net [4.69.200.126]

6 34 ms 30 ms 31 ms ae-3-3.ebr1.London1.Level3.net [4.69.141.189]

7 30 ms 30 ms 30 ms ae-41-41.ebr1.London1.Level3.net [4.69.167.18]

8 56 ms 31 ms 37 ms ae-59-114.csw1.London1.Level3.net [4.69.153.126]

9 30 ms 31 ms 31 ms ae-120-3506.edge4.London1.Level3.net [4.69.166.5

]

10 51 ms 55 ms 52 ms 195.50.122.66

11 57 ms 58 ms 54 ms 85.205.116.10