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

[johneo]

My internet symbol is now pulsing and the red light is constant?

So fingers crossed

[johneo]

RECONNECTED!

[DavidT-]

Back on line.  Thank you.

[pjw11]

Absolutely mind boggling!  Whoever in VF made the decision that the Tech Team ignore this forum today has simply shown the comtempt that they hold for their customers.

[djmaitla]

I have my membership of this forum set up so that my attention is drawn to any fresh post.  I was most shocked at lunchtime today to see a deluge of postings in a short time as opposed to the occassional posting. 

As so many of you have suggested it all points to some kind of Vodafone system problem with the Suresignal equipment somewhere.  Since I was out during the critical period I do not know if my SureSignal device was also effected.  Please Vodafone, you will earn our respect in future when a similar problem surfaces, if you post an appropriate status update on this forum.

[GLK]

Hi, my Sure Signal has stopped working this morning.

The speed test results are:  Ping 420ms; Download Speed 2.33mbps; Upload Speed 3.13mbps

Ping test results = ping 74ms; jitter 13ms

IP address = 81.158.135.187

Serial Number = 42143154534

 

Traceroute = 

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

1  53ms  97ms  99ms  BThomehub.home [192.168.1.254]

2  34ms  36ms  35ms  213.123.107.122

3  36ms  35ms  35ms  217.32.90.193

4  38ms  35ms  35ms  213.1.69.150

5  39ms  36ms  36ms  217.41.168.102

6  37ms  36ms  36ms  217.41.168.185

7  37ms  36ms  36ms  217.41.168.107

8  37ms  37ms  36ms  109.159.249.104

9  37ms  36ms  36ms  core4-te0-10-0-19.faraday.ukcore.bt.net [109.159.249.13]

10 40ms  38ms  36ms  peer1-xe8-3-1.telehouse.ukcore.bt.net [213.121.193.109]

11  88ms  40ms  39ms  lndgw2.arcor-ip.net [195.66.224.124]

12  38ms  36ms  38ms  85.205.0.86

Many thanks.

[Retired-Ian_]

Hi @GLK 

Your IP address is fine.

Your download speed is lower than we'd expect.

Can you let us know which version of BT HomeHub you have?

Hi @paulcourtyard 

Your IP address and download speeds are fine.

Please make sure that the Sure Signal is plugged directly into your router.

Also, please ensure the ports are opened for forwarding

• 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

• 183.133.177-179
• 183.133.181-182
• 183.131.128-191

Hi @Anonymous 

Thanks for letting us know it's sorted.

Hi @clares 

I'm pleased it's working now.

Hi @bevlyn51,

The information regarding the specs are shown online. 

You can get a refund within the first seven days.

Thanks,

Ian

[bevlyn51]

This is actually what it says. Where is the upload speed mentioned?

"You'll need a 3G phone and minimum 4.13Mbps fixed home broadband connection to get the most from your Sure Signal. "

It also says "to get the most from" not "for it to work at all"!

[stallwa]

Exactly right!

It also says "Take a look at our support pages to find out more." which goes on to say "Home broadband: You’ll need a fixed-line home broadband connection with a minimum speed of 1 Mbps to use Vodafone Sure Signal version 1 and 2. The latest version, version 3, requires a slightly higher speed."

So, this is referring to a "slightly higher speed" than 1Meg (which the majority of the general public will assume means download, as that is how broadband is measured). Those who are more technically savvy will know that a phone call takes as much bandwidth upload as well as download, so this would also indicate that an upload speed of "slightly higher" than 1Meg is also required. That's clearly nonsense and I have approx 50% of that with no problems (well except for the one a couple of weeks ago 🙂 ).

[bevlyn51]

Thanks for the message of support stallwa.

I have not even got it working yet so I have not tried to make a call yet.

Vodafone Tech Support must think we are all idiots when in fact a lot of users are IT people.

I don't expect to be patronized or for the support people to be condescending.

I just want them to fix it!