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

[Gemma]

Hi djmaitla,

This is great to see.

Thanks for letting everyone know.

Gemma  

[tierix]

Hi

I have issue again with my VSS3. 

Lights:

Power: Solid Orange

Internet: OFF

InService: OFF

TRACERT:

C:\Users\Tierix>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 routerlogin.net [192.168.0.1]
2 47 ms 44 ms 8 ms cpc13-bahd4-2-0-gw.14-2.cable.virginm.net [86.7.
3.1]
3 7 ms 7 ms 7 ms renf-core-2a-ae12-3737.network.virginmedia.net [
80.4.65.205]
4 13 ms 15 ms 26 ms manc-bb-1c-ae13-0.network.virginmedia.net [62.25
3.174.37]
5 25 ms 19 ms 28 ms manc-bb-1d-ae2-0.network.virginmedia.net [62.253
.174.93]
6 17 ms 35 ms 24 ms brhm-bb-1c-et-710-0.network.virginmedia.net [62.
253.175.201]
7 20 ms 23 ms 20 ms tcl5-ic-2-ae0-0.network.virginmedia.net [212.250
.15.210]
8 114 ms 59 ms 70 ms ldngw1.arcor-ip.net [195.66.224.209]
9 98 ms 57 ms 42 ms 85.205.116.14
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.

SPEEDTEST:

PINGTEST:

IP:

86.7.3.107

I have obviously tried to reboot, re initialize and everything mentioned in this forum before contacting you. 

Thank you. 

[Retired-Andy]

Hi tierix,  

The solid power light only shows that there are no faults with the device itself.

I found your serial number from your post here and it’s showing as having connected to our servers yesterday at 16:42.

Is everything now working for you?

If not, try using a different Ethernet cable to see if this helps.

I can also see you’re on an older version of firmware.

If you perform a factory reset as shown below, this will download the latest version as part of the process.

• Find the button on the base of the unit 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 one hour

Let me know how you get on.

Cheers,

Andy

[tierix]

Hi

Yes sorry it started to work after I posted this message, thank you. 
I have reset the device as you requested. Can you see now if I have the latest firmware please? 

Also, is the SS3 compatible with 4G?

thank you

[Ben_H]

Hi tierix,

I'm glad to see it's back on again. Looking at your Serial Number 40124127099, I can see the firmware is up to date.

We don't currently range a 4G capable Sure Signal.

Cheers, Ben

[tierix]

ok Thank you for your help

[djmaitla]

I am very pleased to report that VSS3 is still working flawlessly via BT Infinity 2 with the new BT Home Hub 5, nearly 3 months down the line. If you have problems with VSS3 and BT Infinity 2 via BT Home Hub 3, I strongly recommend that you upgrade to the HomeHub 5.

[Yander1980]

Hi Vodafone technical support,

I'm having this issue and have been for a little while, I'm hoping you'll be able to help me resolve it.  Below are the details you asked for.

Thanks in advance for your help with this.

My speed test results are:

Ping: 12ms Download: 62 Mbps Upload: 3Mbps

My ping test results are:

Ping: 18ms Jitter: 3ms

My IP is 62.252.245.175

My Vodafone Sure Signal V3 serial is 40124211349

Result of the traceroute are:

1 192.168.1.1 (192.168.1.1) 3.029 ms 0.945 ms 0.791 ms
2 cpc10-glfd6-2-0-gw.6-2.cable.virginmedia.com (62.252.245.1) 11.183 ms 13.027 ms 11.678 ms
3 glfd-core-2b-ae6-720.network.virginmedia.net (86.28.21.189) 10.396 ms 11.068 ms 8.448 ms
4 popl-bb-1b-ae3-0.network.virginmedia.net (213.105.159.245) 13.160 ms 8.972 ms 42.495 ms
5 nrth-bb-1b-et-700-0.network.virginmedia.net (62.253.175.53) 15.779 ms 10.999 ms 12.219 ms
6 tele-ic-4-ae0-0.network.virginmedia.net (62.253.174.18) 14.549 ms 12.603 ms 16.266 ms
7 ldngw1.arcor-ip.net (195.66.224.209) 19.973 ms 15.939 ms 17.166 ms
8 85.205.116.6 (85.205.116.6) 21.193 ms 14.983 ms 15.621 ms
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *

Thanks,

Yander1980

[Retired-Lee]

Hi there Yander1980,

Thanks for posting.

Everything looks fine in terms of the info you've given us.

I've forced a resync of the VSS as it hadn't contacted out servers for a while. Please factory reset it and let me know if you need anything else.

Cheers,

LeeH

[Yander1980]

Hi LeeH,

Thanks for the replying and for looking into this for me.  However, unfortunately even after a factory reset I still have the same issue.  What would you recommend next?

Thanks,

Yander1980