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

[adamajis]

Once again, have come home, need to make a phone call only to find a self resetting sure signal.

Scotswahay is obviously content with his and is impervious to the constant frustrations of others. I suggest he either posts something constructive and helpful or 'minds his own business'. I think it is the height of rudeness and arrogance to pass judgement on others without even an attempt to understand their position.

I have been asking constantly and will continue to ask what is being done. I never get an answer to this. Nobody responds if the good citizen scotswahay were to look into this intelligently he will see there is very little of a 'fault finding' process going on. Nobody listens, they just reset all the time. And because the underlying problem is not being addressed that I can see it keeps recurring.

So, anybody going to find out what is happening and get back to us?

[Scotswahay]

Dear adamajis

As this is a public forum I'd be very careful what you say and what you disclose. 

In my previous post I did suggest something constructive “try contacting BT yourself and then let us all know how you get on”. I have 3 other suggestions; 1) take your Sure Signal device to the nearest Vodafone Store and ask for a replacement; 2) switch your mobile provider to “Three” as I gather they do a similar gadget for their network. They only give their gadgets to nice people though so maybe that won’t work for you either. 3) before you get home divert your mobile to your landline so at least you’ll get voice calls.

In one of your previous rants you were asking for a diagnosis – I’d say ICD 10 F60.0 with an overlay of F84.5. There’s nothing to be done I’m afraid.

I have one last suggestion but the moderators probably wouldn’t let it through. Chin, chin.

[adamajis]

Dear Alister,

I will be sure to bear in mind this is a public forum. Thank you for your kind advice.

I am intrigued as I am sure a lot of us will be as to how you got yours working? Perhaps you would like to share this with us as it is not obvious from your previous posts instead of personally insutling me?

I take you back to your comments on rudeness and arrogance - as it is plain to see, you are the only one that has actually personally insulted someone in this forum, a level which I will not stoop to.

I would like to further thank you for your diagnoses - I think they were very generous considering the frustration I am currently feeling with this vodafone issue!

but seriously - what happened to get your sure signal working?

[cuthbeidatacard]

Hi,

My SureSignal works for about 2 - 8 hours and then drops offline with this error. I restart and the erro returns

12:44Mbps down, 0.78Mbps up 34ms response

Line B* 32ms response

IP 109.224.136.163

  1     1 ms    <1 ms    <1 ms  192.168.202.1
  2    31 ms    31 ms    30 ms  lns3.uan.thn.uk.murphx.net [89.145.254.71]
  3    31 ms    31 ms    31 ms  uan-er1.uan.thn.uk.murphx.net [89.145.254.65]
  4    32 ms    32 ms    31 ms  ge2-6-1.cr1.core.thn.uk.murphx.net [89.145.254.1
61]
  5    31 ms    31 ms    31 ms  te2-3.cr05.tn5.bb.gxn.net [62.72.139.97]
  6    36 ms    35 ms    35 ms  ldngw1.arcor-ip.net [195.66.224.209]
  7    34 ms    35 ms    35 ms  85.205.116.6
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.

SN 40132322617

I assume the SS logs centrally why it has these problems? (latency, packet loss etc).

Thanks, Ian

[Retired-Dave]

Hi guys,

The details you've both posted look fine.

I've resynched both your Sure Signals with our servers, so can you reset the boxes for me?

• Pull the Ethernet cable from the Sure Signal.
• Locate the button on the base of the box next to the Ethernet ports.
• Press and hold the button for approximately 30 seconds.
• Once the lights come back on, release the button.
• Plug the cable back in.
• The Sure Signal will come online in around 1 hour.

If that fails, can you try a fresh speed test and traceroute when it next goes down if possible? This should show if there's anything causing the connection to time out.

Although these should be picked up automatically, can you check that you have the following ports open for forwarding on the router for me?

 - 8

 - 50

 - 123

 - 500

 - 1723

 - 4500

Also, you need to make sure the following IP ranges are allowed on the router and firewall:

212.183.133.177-179

212.183.133.181-182

212.183.131.128-191

88.82.13.177-179

88.82.13.169-171

88.82.13.183

Dave

[cuthbeidatacard]

Hi,

I have reset as requested. As others have mentioned though, the light sequence doesn't match what you said. No matter how long the reset button is pressed, the lights don't come back on until you release the reset button.

Thanks

[katmap]

Ok, so here's the thing, why are people having intermittent issues with their Sure Signals?

It seems to a non techy like me that there is issues with the network not individual broadband connections and routers otherwise there would be a pattern.

I have had perfect signal with my Sure Signal until today when I am having these issues, I have done the reset twice and it has made no difference.

My data as required:

speed test results Download speed: 17.02mbps Upload speed: 0.86mbps

Your ping test results 26ms

External IP address 78.149.86.213

Your Sure Signal serial number: 40132756582

The results of a traceroute

1              19ms     2ms        2ms        192.168.1.1

2              18ms     15ms     14ms     host-78-149-80-1.as13285.net (78.149.80.1)

3              *             17ms     17ms     host-78-151-225-49.static.as13285.net (78.151.22.5.49)

4              18ms     18ms     17ms     host 78-151-225-160.static.as13285.net (89.151.225.160)

5              48ms     23ms     24ms     host-78-144-11-57.as13285.net (78.144.11.57)

6              42ms     24ms     23ms     host-78-144-10-66.as13285.net (78.144.10.66)

7              28ms     26ms     27ms     Indgw2.arcor-ip.net (195.66.224.124)

8              27ms     24ms     26ms     85.205.116.14

9-30       *             *             *             request timed out

.

Just out of interest every 20mins or so the sure signal 3 goes to red light constant and white internet flashing then reverts to red light flashing and constant orange internet.

Any ideas before I throw the thing out of the window?

[A1000]

Having been battling with an intermittent SS3 for months now I have learnt a bit about the challenges which may help people.  The challenge with the SS is that it is only one part of a network that is required for it to function effectively including: phone; SS; your ISP; the internet; vodafone network.  All of these are the responsibility of different people which makes it a challenge.

To function correctly, like other VOIP services it requires a latency of <200ms continuously or the device drops out. If at any point during a call or when the SS tries to contact the servers there is a latency spike then it has an error. Most of the tests that you run to check it are snapshots or short term series of snapshots (ping - n) and therefore unless your 'lucky' to hit the exact moment that there is a latency spike then it will look like everything is working.

Having run a continuous Traceroute on a number of occassions then it is possible to see where the potential spike is happening normally I see average latencies in the 20-40ms range but often there is one link that has a max latency >200ms which is often ldngw1.arcor-ip.net which is the London gateway where the Vodafone network connects to the internet and is therefore common for SS users.  Whilst it is not always the culprit it is often from this point on and it does seem to show up more often.

This would all link with the fact that issues are intermitent as it only happens when all things align, i.e. you're on a call at the same time as a spike somewhere in the chain.

These are merely the thoughts of a layman, however, I'm continuing to try and work this through with the VF support team to hopefully help get a solution.  Hope this helps with what is a frustrating challenge, believe me I was cut off a call 5 times this week 😉

[Toon_Hak]

A1000,

Thanks for your post. That makes sense, and although it is very frustrating for all with the intermittent call drop outs / connection issues it's at least good to have some information on what is causing the issues, although why the support team haven't picked up or advised on this is beyond me.

Keep us posted on you're findings.

Cheers.

[DavidT-]

I am experiencing the problem of the flashing power light and orange internet light once a day, or so.  It clears when I switch the Sure Signal on and off, but I do not want to have to keep doing that.

My test results are as follows:

Speed Test:

Download 35.99Mb/s

Upload 18.38Mb/s

Ping Test:

Packet loss 0%

Ping 9ms

Jitter 1ms

External IP Address:

146.90.74.182

Sure Signal Serial No:

40133477667

Traceroute Results:

Microsoft Windows [Version 6.1.7601]

Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

D:\Users\David>tracert 212.183.133.177

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     8 ms     8 ms     7 ms  lo0-central10.ptw-ag02.plus.net [195.166.128.196]

  3     8 ms     9 ms     8 ms  link-b-central10.ptw-gw02.plus.net [212.159.2.150]

  4    11 ms     7 ms     7 ms  xe-0-2-0.ptw-cr02.plus.net [212.159.0.250]

  5     7 ms     7 ms     7 ms  ae2.ptw-cr01.plus.net [195.166.129.4]

  6    12 ms    11 ms    11 ms  lndgw2.arcor-ip.net [195.66.224.124]

  7     9 ms     9 ms     9 ms  85.205.116.10

  8     *        *        *     Request timed out.

  9     *        *        *     Request timed out.

 10     *        *        *     Request timed out.

 11     *        *        *     Request timed out.

 12     *        *        *     Request timed out.

 13     *        *        *     Request timed out.

 14     *        *        *     Request timed out.

 15     *        *        *     Request timed out.

 16     *        *        *     Request timed out.

 17     *        *        *     Request timed out.

 18     *        *        *     Request timed out.

 19     *        *        *     Request timed out.

 20     *        *        *     Request timed out.

 21     *        *        *     Request timed out.

 22     *        *        *     Request timed out.

 23     *        *        *     Request timed out.

 24     *        *        *     Request timed out.

 25     *        *        *     Request timed out.

 26     *        *        *     Request timed out.

 27     *        *        *     Request timed out.

 28     *        *        *     Request timed out.

 29     *        *        *     Request timed out.

 30     *        *        *     Request timed out.

Trace complete.

Thank you for your help.