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

[peleep]

thanks Adam...I was in the right forum...until Vodafone did something yesterday, then the flashing sequence changed....

the net effect is still the same: a non-functionin VSS... 😞

[detoxman]

Sure Signal flashing red light ..next light solid ..see attached re data log as requested

[Retired-Andy]

Hi detoxman,

Thanks for providing your traceroute, everything looks fine with it.

We’ll need a little more information from you to be able to offer more help. Can you provide the following information please:-

Your Sure Signal serial number.

Your speed test results from here.
Your ping test results from here.
Your external IP address from here.

Thanks

Andrew

[TomCatchesides]

Hello,

I've got a Sure Signal which seems to work okay for short periods of time, but during a call it will die and then come up with a flashing power light and steady orange internet light. My internet connection (Virgin cable broadband) seems fine when this happens, and the call will usually carry on (presumably my phone has managed to switch to the nearest cell tower).

Restarting the Sure Signal by turning the power on and off will let it work again for a while, but it will usually die in the first or second call made.

Here are the details asked for in the first post:

Speedtest results: ping 54ms, download speed 125.52Mbps, upload speed 11.75Mbps.

Pingtest.net results: ping 35ms, jitter 3ms

External IP address: 82.45.125.144

Sure Signal serial number: 40131131431

Traceroute:

1 10.0.1.1 (10.0.1.1) 0.675 ms 0.516 ms 0.238 ms
2 cpc1-hari12-2-0-gw.hari.cable.virginmedia.com (82.45.124.1) 8.730 ms 6.042 ms 9.479 ms
3 hari-core-2b-ae6-716.network.virginmedia.net (81.96.17.225) 5.728 ms 9.566 ms 4.727 ms
4 popl-bb-1b-ae8-0.network.virginmedia.net (81.96.16.205) 7.238 ms 7.615 ms 6.476 ms
5 nrth-bb-1b-et-700-0.network.virginmedia.net (62.253.175.53) 7.238 ms
nrth-bb-1b-et-710-0.network.virginmedia.net (62.253.175.57) 11.385 ms 10.135 ms
6 tele-ic-4-ae0-0.network.virginmedia.net (62.253.174.18) 11.975 ms 10.377 ms 9.482 ms
7 ldngw1.arcor-ip.net (195.66.224.209) 31.718 ms 50.307 ms 33.728 ms
8 85.205.116.2 (85.205.116.2) 29.959 ms 29.299 ms 30.945 ms

[Ben_H]

Hi folks,

adamajis - I'm afraid we don't have that information to share. My thought on this would be that if we knew what was causing the incompatibility, Vodafone and BT would have been able to make a fix already. As it stands, BT have since released Homehub 4 which is compatible with all Sure Signal units.

TomCatchesides - Thanks for supplying the information we need. While your upload and download speeds are really good, your traceroute does seem slightly staggered. Is there any way you can try a speedtest during a call so we can see if the results become lower somehow?

Cheers, Ben

[cgreen200666]

Registered device last week, but not been able to maintain stable connection.  Have reset several times, the SSV3 restarts, but is not stable for more than a few hours. 

SS V3 Serial No. 40132624236  (status is active)

Broadband provider : Sky

Router: Sky Hub SR101 (Firmware 1.15j.2639.R)

Broadband speed: 36 MBps down, 7.26 MBps up

Ping : 10 ms

Jitter : 4 ms

External IP : 94.12.75.46

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  SkyRouter.Home [192.168.0.1]  

2     *        *        *     Request timed out.  

3    16 ms    11 ms     7 ms  ip-84-38-37-10.easynet.co.uk [84.38.37.10] 

4    11 ms    15 ms    31 ms  027808fa.bb.sky.com [2.120.8.250]  

5     7 ms    10 ms     8 ms  195.50.122.113  

6    28 ms    23 ms    23 ms  195.50.122.66  

7    21 ms    28 ms    22 ms  85.205.116.6  

8     *        *        *     Request timed out.  

9     *        *        *     Request timed out.  

.....

30     *        *        *     Request timed out.

Trace complete.

Please advise because at the moment the kit is unfit for purpose

Regards

[Retired-Lee]

Hi there guys,

Thanks for posting.

@ adamajis - On the contrary; we're working with BT to get this fixed.

I've seen reports of BT customers getting the Home Hub 3 replaced with a Home Hub 4 and it fixing the problem.

Have you tried contacting BT to see if they'll do this for you?

@ cgreen200666 - Your VSS connected with our servers about 12 hours before you posted. The IP is on the whitelist and your speeds and trace route look fine.

Could you reboot the VSS and the hub at the same time for me?

If that doesn't work, try another ethernet cable.

Cheers,

LeeH

[MarkGee]

Hi Sukhi,

I've tried numerous Ethernet cables.

Any ideas why the O2 service is stable on my broadband connection while the Vodafone service is not?

Mark

[Sukhi]

Hi MarkGee

It maybe that you have a faulty Sure Signal, can you test it at a different location to see if the issue still persists?

Thanks

Sukhi

[adamajis]

I had same problem as a1000 today. Lights look normal but no signal on phone.