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

[GRAHAM_mcfc]

Any ideas guys?

[Ben_H]

Hi Graham,

Everything checks out OK with your results, but your unit hasn't contacted our servers since 5 August.

I've pushed a resync through from this end, so please reset your Sure Signal and give it an hour to come back online.

Cheers, Ben

[GRAHAM_mcfc]

Thanks Ben. It has been working since resetting it yesterday lunchtime. I'll keep an eye on it.

[exportential]

Sure Signal Version 3 - purchased one month ago

I have Red flashing, Internet solid, others off

Downspeed 6.20Mbps, Upspeed 0.35Mbps

Ping Test 35ms, Jitter 6ms, rating B*

IP 81.137.244.73

Serial 42142835463

Traceroute Results (pasted from black box on screen) see attachment

I have tried disconnecting and re-connecting. I have also tried the reset button - but makes no difference

[lincolnmark]

Hhhmmm seems to be a common problem,mine is continually trying to connect but it is not having any of it

[exportential]

I am in the south of Lincolnshire - dunno how localised this is

[thomasod]

Hi,

My Sure Signal works fine, but then every few days the red power light flashes and the Internet light is solid orange. Powering it off and on gets it working again, but then it fails in the same way a few days later.

Speed test: download 15.18Mbps, upload 2.01Mbps

External IP: 81.187.202.153

Ping Test: 0% packet loss, 35ms ping, 5ms jitter

Sure Signal Serial Number: 40133666715

Traceroute:

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 192.168.1.1
2 30 ms 30 ms 27 ms b.gormless.thn.aa.net.uk [90.155.53.52]
3 27 ms 27 ms 30 ms d.aimless.thn.aa.net.uk [90.155.53.44]
4 31 ms 28 ms 33 ms 83.217.238.93
5 28 ms 33 ms 29 ms ae-15.r02.londen03.uk.bb.gin.ntt.net [129.250.3.
30]
6 31 ms 32 ms 30 ms ae-0.cw.londen03.uk.bb.gin.ntt.net [129.250.66.4
6]
7 28 ms 30 ms 30 ms ae22-xcr1.lns.cw.net [195.2.30.61]
8 * * * Request timed out.
9 * * * Request timed out.

Please advise.

[ajabbar]

Hi Sir,

Thank you for the reply.

I dont get any combination of the ligths in the troubleshooting area. What I get is a permanent red light and a flashing white internet light. Any adea what this means? Also is this device wirless? It is the third device on the list. I am a computer tech guy but have never seen these devices. I am going to purchase a wireless extender for the customer for the use of their internet and other devices.

Kind Regards

Ameen

[Gemma]

Hi everyone,

@thomasod – This happens when your internet has lost connection or taken a dip in speed.

It may be worth running a speed test, at different times of the day or when this happens, then taking your results to your ISP.

They can then investigate this for you.

@Ameen – This light sequence is when your Sure Signal is configuring with the network.

The device isn’t wireless.

Please let me know:

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

Your Sure Signal serial number

Thanks,

Gemma

[UponIblizec]

Hello. I have followed all the instructions for setting up the sure signal box and I get the result in this thread ( red light flashing, and the light with a broken circle and five bars, solid orange). It has been like that for over a week.

Here is the information you ask for.

In addition, it may be useful for you to know:

The router I am using is an Orange Livebox 5548. I use Orange/EE broadband. which is working fine.

There is no ambient Vodafone signal within about five miles of where I live

This mobile account is a business account.

I did telephone your support team three days ago, but was told ( after an hour or so of them basically asking me questions to check that I had followed the original instructions, even though I told them at the start that I had) that your Sure Signal server had been down for ten days. It seemed odd for them to take all that time to tell me that, and ask me all sorts of other question first, wasting both our time.  So I checked  with colleagues who also have Sure Signal. They told me that theirs was working during that period, so that would appear to eliminate the server being down as a possibility. So if there are genuinely server problems, please let me know straight away, and please explain in a way that  gives me

a) a plausible reason why it works for others and not me

b) a timeframe for when service will be available.

Here are the results from the tests

Speed Test

ping 87ms

Download 6.20 mbps

Upload 0.36 mbps

Ping Test

To Vodafone, Newbury, 50 miles.

Ping: 68ms

Jitter: 11ms

IP Address

95.151.242.140

TraceRoute

The trace reached my local router in 2ms, but timed out beyond that for 30 attempts.

Would appreciate any support in getting this working.

Regards