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

[adamajis]

just to let everyone know - not that it would make any difference anyway from previous experience, I have exchanged my vss for a new one. I am still getting the same issue. The system self resets, calls get dropped, it pretty useless really and no one seems to be taking an interest and helping. simple questions like who is looking into this dont get answered, simple questions like is my issue being fed through to the relevant people dont get answered. I think it will soon be time to move my whole family away from vodafone to people who actually try and help and not ignore their customers.

[Toon_Hak]

Hi Dave,

I reset my ss and de-registered / re-registered a suggested I as expected it now has a flashing red light and solid orange light. Like most of the people on here, I've been through the reset / resynch procedure numerous times and still have the same issue.

Can you please advise we this I happening and what is being done / can be done to resolve this.

It seems there are a lot of unhappy customers.

[kevf123]

Hi, I have this problem. After a power cycle it works for a few hours but then gives up and gets stuck in this state until the next power cycle. I am on BT Infinity but I am NOT using the BT Home Hub (it is not stable for VPNs). I am able to run OpenVPN and Cisco VPN software without any issues for days at a time so I do not believe it is any fault of my connection. As you can see below there are no problems with my connection, it stays up for longer than 30 days (I know this as my IP address is assigned dynamically - if I restart the modem or router I get a new IP address, but if I just leave it all I get reminder from No-IP.org to renew my DDNS reservation as it doesn't change for over 30 days).

speedtest:

pingtest:

external address: 86.181.198.50 (this is theoretically dynamic but stable for days/months)

Serial: 40132332483

traceroute: traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets 1 router.asus.com (192.168.1.254) 1.519 ms 1.145 ms 0.993 ms 2 217.32.143.225 (217.32.143.225) 5.782 ms 166.804 ms 5.734 ms 3 217.32.143.254 (217.32.143.254) 5.995 ms 210.274 ms 5.593 ms 4 212.140.235.226 (212.140.235.226) 7.557 ms 86.972 ms 7.584 ms 5 217.41.169.13 (217.41.169.13) 7.695 ms 7.278 ms 7.143 ms 6 217.41.169.107 (217.41.169.107) 7.272 ms 8.748 ms 10.386 ms 7 acc1-xe-0-1-3.sf.21cn-ipp.bt.net (109.159.251.83) 7.221 ms acc1-xe-5-0-2.sf.21cn-ipp.bt.net (109.159.251.111) 19.355 ms acc1-xe-1-2-0.sf.21cn-ipp.bt.net (109.159.251.67) 7.084 ms 8 109.159.251.39 (109.159.251.39) 21.196 ms core2-te-0-0-0-14.ilford.ukcore.bt.net (109.159.251.43) 15.440 ms core1-te0-0-0-4.ealing.ukcore.bt.net (109.159.251.25) 11.563 ms 9 peer1-xe4-0-0.telehouse.ukcore.bt.net (213.121.193.144) 16.237 ms peer1-xe1-1-0.telehouse.ukcore.bt.net (109.159.254.134) 12.347 ms 17.037 ms 10 lndgw2.arcor-ip.net (195.66.224.124) 15.866 ms 12.975 ms 12.981 ms 11 85.205.116.10 (85.205.116.10) 13.696 ms 13.981 ms 13.187 ms 12 * * * 13 * * * 14 * * * 15 * * * 16 * * * … etc.

[pdaniel78]

My VSS3 has been working pretty much fine for ages, since purchase in fact, until today.

Logged in online to find that it wasn't registered, which was odd.  I re-registered it, successfully, and reset it a couple of times but I'm still stuck at the power light flashing, internet solid orange, other lights off.

Speed test: Ping 43ms Download 8.68Mbps Upload 0.71Mbps http://www.speedtest.net/my-result/3070605560

Ping test: Line quality B* Ping 36ms Jitter 12ms http://www.pingtest.net/result/88634872.png

IP: 2.100.143.227

VSS3 SN: 40124246113

$ traceroute 212.183.133.177
traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 192.168.1.1 (192.168.1.1) 1.335 ms 0.892 ms 0.739 ms
2 host-2-100-140-1.as13285.net (2.100.140.1) 22.545 ms 21.871 ms 21.603 ms
3 host-78-151-225-248.static.as13285.net (78.151.225.248) 24.330 ms 22.101 ms 22.301 ms
4 host-78-151-225-168.static.as13285.net (78.151.225.168) 23.019 ms
host-78-151-225-253.static.as13285.net (78.151.225.253) 22.994 ms
xe-10-0-0-bragg002.bre.as13285.net (78.151.225.44) 23.109 ms
5 host-78-144-11-73.as13285.net (78.144.11.73) 28.865 ms
host-78-144-11-69.as13285.net (78.144.11.69) 28.063 ms
host-78-144-11-77.as13285.net (78.144.11.77) 31.836 ms
6 host-78-144-10-76.as13285.net (78.144.10.76) 28.410 ms
host-78-144-10-68.as13285.net (78.144.10.68) 27.923 ms
host-78-144-10-62.as13285.net (78.144.10.62) 28.387 ms
7 lndgw2.arcor-ip.net (195.66.224.124) 32.179 ms 30.788 ms 33.179 ms
8 85.205.116.6 (85.205.116.6) 30.111 ms 29.657 ms 29.540 ms
9 * * *
10 * * *

<snip>

I'd be grateful for some help.

[pdaniel78]

Re: my VSS3 SN: 40124246113 - it seems to have started working again overnight.

[BGR1]

Hi,

Sure Signal (SS3) registered and installed a couple of months ago. Working well for most of that period.

Occasionally (e.g. once a fortnight) I’ve needed to reset the SS but it has always reconnected itself within minutes.

Yesterday, the internet light came on solid orange. I’ve reset twice. Also reset the broadband 2 or 3 times.

SS always reboots – cycles through the connection process – but ends up with solid orange internet light or solid orange mobile phone light.  The power light always flashes red.

Speed Test Results:            Ping 40ms,  Download Speed 2.43Mbps, Upload Speed 0.34Mbps

Ping Test Results:               0% Packet Loss, 39ms Ping, Jitter 1ms

External IP:                           86.172.134.24

SS Serial #:                           40131972255

Trace:

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

over a maximum of 30 hops:

  1     *        *        *     Request timed out.

  2     *        *        *     Request timed out.

  3     *        *        *     Request timed out.

  4     *        *        *     Request timed out.

  5     *        *        *     Request timed out.

  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.

SetUp:

BT Home Hub 3

BT as ISP

Hope you can help please.

Thanks very much.

[Retired-Kay]

Hi BGR1, 

You upload speed is borderline of what the Sure Signal needs to work. If you have other devices connected to your WiFi then this could cause a problem. 

Your traceroute isn't too healthy either; it's not even attempted to connect to our servers. 

Can you deregister the Sure Signal for an hour or so and then re-register? Once you've done this please post a new traceroute. 

Thanks, 

Kay

[adamyarrington]

I swapped the Ethernet cable last night - signal has been ok this morning but we're back to the same situation tonight of having very intermittent signal - 1 bar indoors at best.

Vodafone customer service called me last Friday trying to flog me an iPad so I told them of the issues I'd been having. They advised me to take the Sure Signal into a shop to get it repaired which is my next step as I'm utterly fed up with this after nearly 4 weeks.

[djmaitla]

You cannot take it in to a shop to get it repaired.  I got similar advice and when I arrived in the shop they told me that they were not allowed to accept SureSignal units for repair.  Must be arranged online. I think you got the same unhelpful support staff member as I did several weeks ago.

[hayleyjf]

After having a sure signal for 2 years & not being able to get it to work! Finally this week I got it to work! After all the tests, resetting etc etc it was just a simple case of not using cable (grey) that came with box from Vodafone, switched it for thicker yellow Ethernet cable & yes it started working! So just a thought for all you out there who are having problems it could be just a simple wire change! I had a version 2 box which never worked & this is the version 3 (plug in) version I got to work! Good luck!
Ps. Mine had solid orange light on before i changed cable