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

[bowsey69]

i agree with toom hak, if i reset mine it does come back on but for about 30mins then back off again, this reset that were doing now will it actually solve the problem becaus i cant keep reseting it to use my phone, i live in a compleate black spot and when this goes down i loose all communications!

[Retired-Andy]

Hi Toon_Hak and bowsey69,

It’s strange that a resync only allows your Sure Signals to work temporarily.

I’ve spoken with our technical team today and they’ve advised they’ll try a factory reset from their end, so you may see the lights go out and then come back on again.

Can you also check to make sure you have the following ports open on your routers:-

Port Number

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    

The other thing to try would be a different Ethernet cable, if you’ve not already, to see if this helps.

Let me know how you go on.

Cheers,

Andrew

[djmaitla]

Dear Dave.   You suggest that the only known problem relating to SureSignal instability relates to BT Hub version 3.  Reading posts on this site suggests that people who have had problems with the v3 Hub have also had similar problems with the BTv4 Hub.  Is there any news yet about the BTv5 Hub with Infinity and SSv3?

For nearly a year I had no problems with Infinity and the BTv3 Hub in association with SSv1.  Unfortunately that unit stopped working and was replaced with the SSv3, which appears to be problematic.  Mine drops out about once a week, as it has done sometime today.

When it works it is great, but when it does not it is a pain as others have pointed out.  Can you guarantee that the BT Home Hub v4 will work properly with SSv3 and BT infinity?

[claptrap34]

Good Morning, I had this issue a few weeks ago, my VSS wasa resynced and all has been good again until this morning when I had flashing red and constant orange again, which no amount of resetting would change.

My Serial number is 40131145480

Running a business is no fun when customers can't get hold of you!

Please help

Thanks

[pjw11]

Coming up to 3 hours since the first post this morning and still no response from the Tech Team. Is there any point to this forum? If this is as the concensus says a VF issue could someone at least let us know then we can at stop doing re-sets ETC.

[Dunlo99]

Having the same issue as everyone else. Had on-line chat with Support who re-synched my Sure Signal and told me to reset etc. Then wait 6 hours.  Didn't say anything about a generic VF issue which there appears to be. Why can't someone from VF either confirm, deny or say its under investigation? Poor.

[pjw11]

CONNECTION RESTORED. Wait for it. I'm sure we'll be hearing from the Tech Team very shortly!!!

[johneo]

What did you do to get it restored?

Anything?

[pjw11]

Nothing.

[claptrap34]

Hooray mine is working again now too! there is obviously something happening which we don't know about! Maybe the Tech team can enlighten us?

At least I'm back, thanks