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

[Ben_H]

Hi everyone,

I'm sorry if you had issues with your Sure Signal services yesterday. We aim to reply to posts within 24 hours so if you need immediate support in future, I'd recommend chatting with Live help or 191.

We were made aware of a small number of Sure Signal queries in the London area yesterday. This was fixed very quickly and we managed to get to the bottom of this at the time it was sorted.

Please accept my apologies in the meantime. The services were restored for those affected by this fault but if you're still seeing issues, please let me know here or come and chat to the Live help team.

Many thanks, Ben

[Jonesy411]

I have just exchanged my VSS3 for a new one after having repeated problems similar to below. The new device is having the same issues.

From new, the VSS booted OK and produced the 2 steady white LEDs. However, within minutes it went to flashing red and amber. After a while it starts its boot sequence again and gets to steady red plus 2 whites again. Then it continues in this same loop.

I have tried several resets to no avail. Details as requested are below.

BT Home Hub 3 (not Infinity).

Download speed 15.02 Mbps

Upload speed 0.78 Mbps

Ping 43 ms

Jitter 1 ms

External IP 86.168.35.98

VSS Serial no. 40134937131

Traceroute:

Hoping for some help before I lose the will to live!

[djmaitla]

The answer to your problem is to replace the BT home hub 3 with either a version 4 or 5 Hub available from BT for a few pounds.  See my earlier posts. Vodafone are well aware that there is an imcompatability between VSS3 and BTHomeHub 3.

[ferrise]

I am not using a BT Home Hub, Rather a cheap Sumvision router than has worked fine (bar a few intermittent outages) until today. 

I rely on the VSS for mobile service and it's woeful that no-one from Vodafone has come back to answer this today, nor have they done anything despite assurances to the contrary from their Twitter Customer Service Team.

[djmaitla]

It is rather interesting that after weeks of no instances of this problem being posted, that this weekend there have been several posts. I suspect that you may all originate from a particular part of the UK and that the problem is a Vodafone one rather than one with your setup.

[Jonesy411]

@djmaitla

You may be correct though the only reference I can see from Vodafone is to issues with BT Infinity which I do not have. In any case, until last week the VSS worked fine with my Home Hub 3. I have tried a Home Hub 4 in the past and its wifi performance is significantly less in my building (whatever BT may have you believe) so I sent it back.

I really need an answer to this issue. It is already bad enough that I can't get a good mobile signal indoors (2 miles from centre of Edinburgh!!!). Now I have a £100 device that is not working for more than a few hours at a time.

[GRAHAM_mcfc]

Ss works for an hour or so then reverts to error. Seemingly Different combinations of lights each time.
This time it is the one for this thread.

Ping 36ms
DL 4.05 Mbps
UL 0.92 Mbps
IP 5.71.251.107

Not sure how to traceroute on the ipad?

Hope you can help!

[Retired-Ian_]

Hi JMCass,

Is everything working with the Sure Signal now?

Hi GRAHAM_mcfc,

Please supply the serial number and can you try the test on a different device from the iPad?

Take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

VSS Traceroute command

On a PC:

Click on Start and select Run

Type CMD into the Run box and press enter/click ok

A black box will appear.

In this box type tracert 212.183.133.177 press Enter

Paste the output of this command into your reply.

We do need this information as this will help us get the quickest possible resolution for you.

Thanks,

Ian

[GRAHAM_mcfc]

The serial no is 40131004612.

I will run the traceroute from my laptop tonight and post the results.

Basic trouble shooting such as resetting the device works for a bit then it reverts to error.

Thanks

[Anonymous]

Hi Ian,

Yes, Ss is behaving itself at the moment, thanks. 

Stacey C has been in touch with me by phone and has asked me to do a tracert test and email him the results if the Ss fails again so I will do that.  (We did tests yesterday when everything was working well but the results were perfect so no help really!).

Cheers and thanks,

John