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]

This cannot be the case because it works fine the rest of the time. It's working fine now. I have not done anything to my port settings on my apple router.

[bobin]

I knew it was too good to be true SSV 3 working fine for 3 days got a sync Vphone end did my bit and yes you used it just dropped out on me.

Will someone at Vphone sort these problems out and be honest there can’t be that may users with faulty equipment there can’t be that may

[Retired-Kay]

Hi bobin,

I replied to your post here. 

adamyarrington, your traceroute is fine. Can you do a reset for me and let me know how you get on?

-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.

Thanks, 

Kay

[preacher65]

---

@kay wrote:

Can you do a reset for me and let me know how you get on?

-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.

---

Hi, could I please ask for clarification of this reset process for the V3?

If I press and hold the reset button, eventually the power light remains lit but the other three lights go out. However no matter how long I hold the reset button for, the other lights don't come back on until after I release it.

Am I doing something wrong?

I ask because I've been having issues and would like to make sure I'm performing the reset correctly before taking any further steps. Many thanks.

[djmaitla]

I am having similar problems with a VSS v3 unit, connected to a BT Infinity 3 set up. All Port forwarding and fixed IP address set up. Unit works fine for a few days then drops out to Flashing Red light with next light solid white. I reset the device by pushing and holding in the reset button, unplug the unit, plug it back in and then release the reset button; unit reconnects. Like many others have reported, but Vodafone seem to ignore, pushing in the reset button for 30 secs does not cause all the lights to come on etc. that is what happened with the VSS v1 devices. I had one of those that worked flawlessly for 3 years and then it died. Vodafone eventually replaced it with a v3 unit which like many others have reported seems prone to intermittent drop out.

There is a clear pattern emerging if one goes back over a period of 4 months or so. The v3 unit with BT Infinity 3 or other set ups seems to be prone to drop out. Since my v1 unit worked fine for years, I suggest there is an issue with the v3 unit that needs resolved.

Can someone in the Sure Signal support unit, please come clean about the issues with the v3 unit. Have you guys run any mock up tests? Is the v3 unit prone to overheating? We your customers desperately wish you guys to find a definitive solution. Some of us have been through the trouble shooting procedure with various escalations to a point wherein we could work for you.

The a Sure Signal concept is brilliant, but the v3 unit appears to be unreliable for some reason. Please solve it and in the process remove the stress and frustration experienced by both your staff and your customers.

[miketrow66]

I am also having the same problems as everyone else. My Sure Signal works fine for up to 24 hours and then needs resetting. I have a flashing red light and the internet solid orange, with no other lights lit.

I have carried out the tests and have the following results:

Download 5.29

Upload 0.68

Ping 36ms

Jitter 4ms

Milton Keynes <50m

IP 90.209.78.9

Serial No: 40132613874

Traceroute:

Microsoft Windows [Version 6.1.7601] Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Mike>tracert 212.183.133.177

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

  1    10 ms     3 ms     5 ms  SkyRouter.Home [192.168.0.1]   2     *        *        *     Request timed out.   3    33 ms    40 ms    38 ms  02780878.bb.sky.com [2.120.8.120]   4    31 ms    31 ms    33 ms  ae99.edge3.London2.Level3.net [212.187.201.57]   5     *       42 ms    33 ms  ae-0-11.edge4.London2.Level3.net [4.69.200.126]

  6    32 ms    34 ms    33 ms  ae-3-3.ebr1.London1.Level3.net [4.69.141.189]   7    30 ms    30 ms    31 ms  ae-41-41.ebr1.London1.Level3.net [4.69.167.18]   8    31 ms    33 ms    31 ms  ae-57-112.csw1.London1.Level3.net [4.69.153.118]

  9    31 ms    31 ms    46 ms  ae-120-3506.edge4.London1.Level3.net [4.69.166.5 ]  10    50 ms    47 ms    50 ms  195.50.122.66  11    47 ms    48 ms    49 ms  85.205.116.14  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.

C:\Users\Mike>

our help will be much appreciated.

[Retired-James]

Hi Guys,

Thanks for your posts.

@ armadillos – I can see it updated 2 days ago and looks to be ok.

I'm aware of a few updates that Virgin Media have done recently that’s turned off the IPSec passthrough settings.

Can you log into your router admin panel and make sure that this option is switched on?

@adamyarrington – Everything looks to be ok right now and the registration did update yesterday.

If this still happens, it could be a fault with the Sure Signal but I would try a different Ethernet cable first.

@ miketrow66 – everything looks fine with your registration and the tests that you’ve performed.

Are you still having the same issue today?

James

[belalmiah]

Hi,

Received my Sure signal last week.

Worked fine for a few days, Now its just has the red light on flashing and sometimes just the red light.

I have to reset it everyday for it to work for about 6 to 8 hours then back to square one. 

I'm fed up now... If this is how its going to be then I'll send it back for my refund.

Any help you be much appreciated.

Thank you.

Details you require......

IP Address 90.208.239.225

Speedtest: 10.73mbps

Ping: 34ms

Jitter: 1ms

Seriel no: 40133641163

Traceroute: 

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 192.168.0.1 (192.168.0.1) 8.103 ms 0.829 ms 0.805 ms
2 * * *
3 ip-89-200-131-240.ov.easynet.net (89.200.131.240) 31.020 ms 32.773 ms
ip-89-200-131-238.ov.easynet.net (89.200.131.238) 25.680 ms
4 ae99.edge3.london2.level3.net (212.187.201.57) 26.765 ms 25.824 ms 24.544 ms
5 ae-0-11.edge4.london2.level3.net (4.69.200.126) 25.497 ms 24.764 ms 24.609 ms
6 ae-3-3.ebr1.london1.level3.net (4.69.141.189) 23.369 ms 24.501 ms 24.841 ms
7 ae-41-41.ebr1.london1.level3.net (4.69.167.18) 24.133 ms 48.713 ms 24.340 ms
8 ae-58-113.csw1.london1.level3.net (4.69.153.122) 24.140 ms
ae-59-114.csw1.london1.level3.net (4.69.153.126) 24.204 ms
ae-56-111.csw1.london1.level3.net (4.69.153.114) 25.193 ms
9 ae-121-3507.edge4.london1.level3.net (4.69.166.9) 36.282 ms
ae-119-3505.edge4.london1.level3.net (4.69.166.1) 24.326 ms 25.514 ms
10 195.50.122.66 (195.50.122.66) 40.318 ms 54.444 ms 41.371 ms
11 85.205.116.10 (85.205.116.10) 42.607 ms 41.815 ms 43.283 ms


12 * * *

[David_G]

Hi, I'm having the same issue as the above users in that my Sure Signal connects for 24 hours or so but then returns to the error state. Unplugging/plugging back in mostly does the trick but occasionally I'm forced to perform a hard reset. The requested details are as follows:

Speed test results: 35.18 Mbps up and 93.01 Mbps down

Ping test: 18ms with 0% packet loss and 2ms jitter

External IP: 81.144.181.18

Serial Number: 4012363066

Tracert Results:

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 81-144-181-17.safetymedia.net [81.144.181.17]
2 7 ms 9 ms 7 ms 109.159.236.122
3 16 ms 15 ms 15 ms core2-te-0-15-0-7.ilford.ukcore.bt.net [109.159.
248.22]
4 12 ms 12 ms 11 ms peer1-xe1-1-0.telehouse.ukcore.bt.net [109.159.2
54.134]
5 19 ms 17 ms 15 ms lndgw2.arcor-ip.net [195.66.224.124]
6 13 ms 13 ms 13 ms 85.205.116.6
7 * * * Request timed out.

[PandB]

Hi Jenny

I tried what you suggested but it still drops calls after 10 minutes and then reboots itself. Any more suggestions?

Thanks

P