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

[lincolnmark]

Power cut this morning,have de registered,re registered and it won't connect,tried resetting solid orange,flashing red lights,nothing else but to no avail,has never done this before,even after running out of electricity credit,havnt got any phone signal etc etc

Speed test download 19.58
Upload 8.46
Ping 26
External ip 151.226.4.202
Serial number 40140923448
Cannot do trace route as only have tablets and woudnt have a clue how to do it to be honest

[SimonRutter]

Hi Dave

I have had my sure signal working very well for some months now, i have loved it. However this morning I had to turn off the power and now it wont work. It has shown quite a few different failure mode indications but probably just it going through its routine. I have reset my phone (cant rmove the battery) and reset my router and reset the sure signal (although whilst pressing the reset button i have to release it before it resets, holding it down until the lights go off has ZERO affect). 

The Sure SIgnal shows as flashing power light and orange static internet light, all other lights off (although for some time earlier it did have power / internet and the next light as all static white - just no in use light came on when i attempted to make a call).

Could you please help?

I have done the checks as follows:

Speed test - Download 10.18Mbps / Upload 0.76Mbps / Ping 45ms

Ping - Line quality A - PIng 46ms / Jitter 5ms / packet loss 0%

My IP - 94.72.217.118 / My IPV6 - ::ffff:5e48:d976

Serial number - 40134933882

My sure signal now seems to be resetting itself, just power on light only then after a while the internet orange slow flash. Then back to Static on light and static orange internet.

Trace command:

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\rutter>tracert 212.183.133.177

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

1 13 ms 98 ms 99 ms dsldevice.lan [192.168.1.254]
2 35 ms 33 ms 35 ms 10.55.200.14
3 35 ms 34 ms 34 ms 10.55.201.5
4 41 ms 42 ms 43 ms lndgw2.arcor-ip.net [195.66.224.124]
5 43 ms 42 ms 43 ms 85.205.0.86
6 * * * Request timed out.
7 * * * Request timed out.
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.

C:\Users\rutter>

Many thanks

Simon Rutter

[SarahEP]

Hi there

CAme back from 2 week holiday to find that Sure Signal has stopped working and a text message from Voda to say that service had been suspended (???)  Very annoying as no mobile reception here in rural Wales without SS working.  

Have reset the Sure Signal (Vs3), robooted Broadband, registered device to my Voda number (think it was previously on my husbands), confirmed registration but still not working.

Test results as follows

PING 85ms

Download Speed 2.23

Upload Speed 0.22

IP Address 217.43.91.188

Traceroute info

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

1 4 ms 4 ms 7 ms BThomehub.home [192.168.1.254]
2 82 ms 97 ms 60 ms 217.47.79.186
3 77 ms 59 ms 68 ms 217.47.86.193
4 94 ms 63 ms 62 ms 213.1.69.94
5 98 ms 99 ms 98 ms 31.55.164.102
6 70 ms 71 ms 93 ms 213.120.182.67
7 74 ms 101 ms 81 ms 31.55.164.107
8 112 ms 65 ms 102 ms 109.159.248.59
9 94 ms 75 ms 93 ms core2-te0-15-0-15.ilford.ukcore.bt.net [109.159.
248.36]
10 68 ms 71 ms 91 ms peer1-xe1-1-0.telehouse.ukcore.bt.net [109.159.2
54.134]
11 85 ms 77 ms 91 ms lndgw2.arcor-ip.net [195.66.224.124]
12 84 ms 102 ms 101 ms 85.205.0.93
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * *

Can you help please?  Many thanks

[Retired-Sarah]

Hi everyone, 

@rbooker This light sequence indicates the Sure Signal's not active and it has been unable to authenticate on the Vodafone network

Please restart your Sure Signal and leave this for 6 hours and let us know if this doesn’t resolve this.

@SarahEP Please let us know your Sure Signal serial number so we can look into this for you.

Thanks,

Sarah

[SarahEP]

HI Sarah - oh sorry forgot to put this in orginal post!   Serial number is 40131012821

Thanks

[SarahEP]

HI Sarah - any progress on my Sure Signal - I have been without reception at home now for a week! 

Thanks

Sarah 

[Retired-Simon]

Hi @rbooker

Thanks for letting us know everything’s sorted for you now.

Hi @SarahEP

The last time the Sure Signal connected to us was on 6 January.

Was there a power cut whilst you were away or was your modem turned off at the plug?

This may have reset your router settings. Please check your ports are opened as follows:

• 8 (TCP & UDP)
• 50 (TCP & UDP)
• 53  (TCP & UDP)
• 67 (UDP)
• 68 (UDP) 
• 123 (UDP)
• 500 (UDP)
• 1723 (TCP & UDP)
• 4500 (UDP)
• 33434 - 33445 (UDP)

IP addresses to be allowed on the router & firewall

• 133.177-179
• 133.181-182
• 131.128-191

Once you’ve done the above, perform a factory reset:

• Unplug the Ethernet cable from the Sure Signal
• Locate the button on the base of the box next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• Plug the cable back in 

Thanks,

Simon

[SarahEP]

Hi Simon - quite possibly a power cut (we were on holiday at that time).  Um - how do I do what you suggest - not sure how to check the ports and settings.

Thanks

[rbooker]

Hi Sarah,

I think that there might have been a problem with the device as another one arrived this morning, I registered it, plugged it in to my network at home and it was working within an hour.

Thanks for your reply though.

[A1000]

Hi there I have had the sure signal for a few months and it always seems quite hot to touch.  It has also been very intermitent and drops out regularly both when on the phone or at other random times.

It indicated a few light combinations but last night and quite often it is red flashing bar; orange; off; off combination indicating that it can't authenticate with the network.  Details are required:

Speedtest:

Ping: 16ms

Download: 62.7 Mbs

Upload: 2.91 Mbs

Pingtest:

Packet loss: 0%

Ping: 29ms

Jitter: 10ms

B*

IP: 82.31.236.64

SS SNo: 40123660116

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 a (192.168.1.1) 3.147 ms 9.435 ms 9.354 ms
2 cpc7-glfd5-2-0-gw.6-2.cable.virginmedia.com (82.31.236.1) 17.586 ms 29.508 ms 17.519 ms
3 glfd-core-2a-ae6-604.network.virginmedia.net (80.4.31.161) 9.957 ms 15.325 ms 23.984 ms
4 brnt-bb-1a-ae17-0.network.virginmedia.net (62.253.174.89) 29.998 ms 19.102 ms 19.727 ms
5 brhm-bb-1b-et-700-0.network.virginmedia.net (62.253.175.38) 30.338 ms 29.361 ms 39.998 ms
6 brhm-bb-1c-ae7-0.network.virginmedia.net (62.253.174.102) 30.309 ms *
brhm-bb-1c-et-700-0.network.virginmedia.net (62.253.175.206) 58.955 ms
7 * * *
8 ldngw1.arcor-ip.net (195.66.224.209) 46.502 ms 43.928 ms 34.492 ms
9 85.205.116.10 (85.205.116.10) 42.884 ms 40.761 ms 38.495 ms
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *

Hope you can help.

Best regards.