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Solution

Version 3 Sure Signal (Power - flashing, Internet - solid orange, In Service - off, In Use - off)

Retired-Lee
Moderator (Retired)
Moderator (Retired)

‎11-01-2013 11:30 AM - last edited on ‎14-07-2014 05:31 PM by Moderator (Retired)

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

558 REPLIES 558

Jenny
Moderator (Retired)
Moderator (Retired)
In response to bevlyn51

‎20-11-2014 07:26 AM

Hi guys,

 

@bevlyn51 – You can get your upload speed from here.

 

@paulcourtyard – That’s great! Thanks for letting us know! :Smiling:

 

Thanks,

 

Jenny

0 Thanks

adamajis
4: Newbie

‎12-09-2013 02:51 PM

Come on lee. Instead of fibbing me off with unhelpful suggestions, how about you try reading the question and answering it fully.
0 Thanks

Retired-James
Moderator (Retired)
Moderator (Retired)
In response to adamajis

‎14-09-2013 01:23 PM

Hi A100,

 

Please let us know if this drops off again.

 

@ adamajis,

 

When it comes to an issue such as this where a 3rd party is involved we are unable to provide any specific details as we don’t always have them.

 

As mentioned, it is being investigated and we’ve seen a lot of reports suggesting that the Home Hub 4 works ok.

 

James

0 Thanks

A1000
9: Established
In response to Retired-James

‎15-09-2013 02:21 PM

Dropped out again, still displaying power on and the internet and in service lights were static white but the phone doesn't connect through it just reverts to the 3G network.  Even turing the power on and off hasn't sorted it nor reseting the phone.  The suresignal just sits there displaying the lights you'd expect but not working.

 

Please help.

0 Thanks

Sukhi
Moderator (Retired)
Moderator (Retired)
In response to A1000

‎16-09-2013 01:38 PM

Hi MarkGee

 

There are many customers using the V3 successfully with different ISP’s :Smiling:

 

Can those of you still having problems confirm you've tried using a different Ethernet cable?

 

Thanks

 

Sukhi

0 Thanks

A1000
9: Established
In response to A1000

‎19-09-2013 10:14 AM - edited ‎19-09-2013 10:15 AM

Dropped out again this morning, this time:

 

Power: Flashing

Internet: Solid Orange

In Service: Off

In Use: Off

 

Have turned it off and on again and it is re-establishing a connection with the internet light pulsating white for the last 10 minutes.  This is becoming totally unacceptable.  I have tested my internet connection and it is rock solid in terms of bandwidth and quality.

0 Thanks

A1000
9: Established
In response to A1000

‎19-09-2013 12:05 PM

I was just on the phone to Vodafone customer services and the signal quality started with 5 bars and connected to the SureSignal and over the call the bars dropped and the call was dropped and a 'call failure' message appeared on the phone.

 

When I looked at the SureSignal it is now resetting (red power light and pulsating white internet).

 

Come on Vodafone, I can't continue on this basis.

0 Thanks

A1000
9: Established
In response to A1000

‎20-09-2013 09:12 AM

After yesterday's reset and enforced downtime, sadly the same happened and have had to reset the device after only a couple of calls this morning.

0 Thanks

ferrise
2: Seeker
2: Seeker

‎03-05-2014 12:36 PM

Hi, I've tried resetting the VSS and my Router but nothing is working. It does this now and again but normally a reset will get it going again. Today I've been without service for nearly two hours and there is only an intermittent bar of non3G service here so I really need the VSS to do it's thing!

 

Here are the details requested;

 

Serial Number

40133667796

 

Speed Test 

ping 10ms

Download 87.69 mbps

Upload 63.24 mbps

 

Ping Test

Server; Galway: Distance 350miles

Ping: 35ms

Jitter: 5ms

 

IP Address

134.36.154.191

 

TraceRoute

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  172.19.0.3 (172.19.0.3)  2.210 ms  1.261 ms  1.378 ms

 2  * * *

 3  xe-1-1-0.dund-ban1.ja.net (146.97.128.53)  2.704 ms  1.867 ms  1.876 ms

 4  ae1.dund-ban3.ja.net (146.97.64.97)  2.071 ms  2.188 ms  2.124 ms

 5  ae24.leedaq-sbr1.ja.net (146.97.37.181)  7.361 ms  7.070 ms  7.191 ms

 6  ae30.manckh-sbr1.ja.net (146.97.33.45)  16.756 ms  9.737 ms  9.727 ms

 7  port-channel205.car1.manchester1.level3.net (195.50.119.97)  9.944 ms  9.898 ms  9.819 ms

 8  ae-4-4.ebr1.london1.level3.net (4.69.133.102)  33.129 ms  16.094 ms  15.872 ms

 9  ae-57-112.csw1.london1.level3.net (4.69.153.118)  15.911 ms  16.039 ms

    ae-56-111.csw1.london1.level3.net (4.69.153.114)  15.993 ms

10  ae-116-3502.edge3.london1.level3.net (4.69.166.134)  15.957 ms

    ae-117-3503.edge3.london1.level3.net (4.69.166.138)  15.787 ms

    ae-118-3504.edge3.london1.level3.net (4.69.166.142)  15.877 ms

11  cable-wirel.edge3.london1.level3.net (195.50.124.26)  15.804 ms

    cable-wirel.edge3.london1.level3.net (195.50.124.138)  14.072 ms  14.187 ms

12  195.2.30.61 (195.2.30.61)  14.623 ms  14.388 ms  14.292 ms

13  * * *

14  * * *

15  * * *

16  * * *

17  * * *

18  * * *

19  * * *

20  * * *

21  * * *

22  * * *

23  * * *

 

(still going at 62 ***)

 

 

 

Thank You.

0 Thanks

DaveCD
Moderator (Retired)
Moderator (Retired)
In response to ferrise

‎05-05-2014 10:56 AM

Hi ferrise.

 

I can see that you're on the latest software, I can see it reaches our servers (although step two in the traceroute looks out of place) and I can see your speeds are fine.

 

Please can you advise me what light sequence you're now seeing?

 

I'gve resynched the device to clear any faults that may be present.

 

Hi Jonesy411.

 

The solid power light and two white lights (the internet light and service light) indicate that the device is ready to take calls.

 

The initial sequence of lights shows that the device is downloading your profile.

 

Please reset the device by holding down the reset button for 10 seconds, if you're still having issues, try it on another connection such as at a friend or family members.

 

Hi yvonne357, monsoonstorm and Spoony21

 

Please restet the unit by holding the reset button for 10 seconds; this will trigger a profile sync to the unit.

 

Hi mdhaynes.

 

Step three shows an error; please can you run the traceroute again using a different Ethernet cable.

 

Please can you also provide your Sure Signal serial number.

 

Hi ColetteBurnham.

 

We hadn't done anything but I'm glad to see that this is now up and running.

 

DaveCD

 

 

 

 

 

 

 

 

 

 

0 Thanks