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

[Phil]

Hi Uponlbilzec,

Thanks for coming back to us.  The device still hasn't made any connection with our servers.  Has anything changed with your home setup since the 3rd March that you're aware of?

The factory reset procedure Jenny sent was for the previous versions so my apologies about that.  The correct one for the latest model is:

 Press the button on the foot of the device by the Ethernet sockets.

 - Hold it in for approximately 30 seconds.

 - When the lights come back on, release the button.

So that we can make sure we've tried this correctly could you give it another go please (I've just pushed another resync through).

Thanks,

Phil

[UponIblizec]

Hi Guys,

I've tried what you suggested in hte last post ( by Phil) but it still isn't working ( same symptoms).

Nothing specifically changed around March 3rd. (I was away for the weekend, no news of anything from my ISP).

Also, checking with the IT department where I work, mine is the only Sure Signal they have deployed which is not working - in case that is useful for you to know.

Regards

Mike

[Retired-PaulE]

Hi Mike,

It certainly narrows down the list of possible causes.

Can you try the Sure Signal on another broadband connection - if it's still not working we'll need to look at getting it repaired.

Paul 

[UponIblizec]

Thanks Paul,

Do I need to try it on another broadband connection within the same postcode, or can I try it elsewhere ( eg at work)?

Mike

[Retired-Andy]

Hi Mike,

Either would be fine to be honest. Let us know how you go on.

Thanks

Andrew

[statto246]

Jenny,

I could not get the Sure Signal Version 3 to work at home, however I have taken this to work yesterday and swapped this with my Sure Signal Version 1. Both Sure Signals are now working fine.

Regards,

Andrew

[steve0819]

Good morning,

There are 3 phones at this address, one of which (the owner of the SureSignal) switched from Vodafone to another provider. The SureSignal continued to work for the other two phones for several months until last week when it was switched off by Vodafone (text sent to previous master number). On 28th, I reregistered the SureSignal using my number as the owner. This was successful, but I have been unable to connect with your servers. The SureSignal attempts to do so periodically then settles to the flashing/solid orange/off/off sequence discussed in this thread.

I have run the diagnostics you request & the results are set out below. Before I do so, please note that the SureSignal has been working perfectly at this address, plugged into the same socket as today. There is no point in asking me to try it at a different location as I have been asked in the past.

Ping Test

29ms ping

4ms jitter

Unable to test packet loss

Speed Test

Ping 25ms

Download 32.22 Mbps

Upload 22.89Mbps

Serial No. 40131565596

Mac Addtress B046FC9ABD00

External IP 86.12.128.18

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 my.router [192.168.1.1]
2 13 ms 14 ms 9 ms 254-128-12-86.static.virginm.net [86.12.128.254]

3 11 ms 14 ms 17 ms cdif-lam-4-tenge83-3489.network.virginmedia.net
[62.252.208.90]
4 14 ms 26 ms 15 ms cdif-core-2a-xe-110-0.network.virginmedia.net [1
95.182.172.45]
5 15 ms 17 ms 14 ms brhm-bb-1b-ae1-0.network.virginmedia.net [62.253
.174.81]
6 * * * Request timed out.
7 * * * Request timed out.
8 * 23 ms * tcl5-ic-2-ae0-0.network.virginmedia.net [212.250
.15.210]
9 19 ms * 24 ms ldngw1.arcor-ip.net [195.66.224.209]
10 20 ms 23 ms 23 ms 85.205.0.86
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.

I look forward to your response.

Many thanks,

Steve

[Retired-Sarah]

Hi @steve0819 

Having checked the information you’ve provided, I can see that the Sure Signal hasn’t contacted us since 20 January at 01:35 am.

Please ensure in your router settings that IPSec is ticked, if not, you’ll need to speak with your ISP for further help.

Once this’s been checked, please follow the below steps:

• 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
• Allow around one hour for the Sure Signal to come back online.

Thanks,

Sarah

[steve0819]

Hi Sarah,

Thanks for the response. I've done as you ask & the result is no change. The SureSignal attempts to connect then drops into the flash/orange/off/off sequence. I've a few points to make -

1. The 20th January disconnection time coincides with Vodafone texting the old master number (please see my last post).

2. The router is unchanged from when the SureSignal last worked. I did check that IPSEC passthrough is still enabled - it is.

3. The restart sequence has been tried several times without success. I did do it again with similar result.

4. I must emphasise that the only thing that has changed from my point of view is that the SureSignal is now registered to a different phone number.

5. I can only conclude that the problem is your end.

Regards,

Steve

[Retired-Matt_B]

Hi @Rorychoc and @steve0819,

@Rorychoc - Please switch off BT Smart Setup through the router settings on your HomeHub 4. Once you've done this, unplug the Sure Signal and then plug it back in. It should then successfully connect.

@steve0819 - If your ISP made any changes around the same time, this could impact the Sure Signal. That's why we ask that it's tested in another location. This rules out any hardware fault with the Sure Signal. I'd de register the Sure Signal and then re-register it under a different lead number in 6 hours time.

Thanks,

Matt