Version 3 VSS Lights (Power - flashing, Internet - off, In Service - orange, In Use - orange)

[Retired-Lee]

This thread has been created to discuss and troubleshoot the version 3 Sure Signal when the light sequence is as follows:

• Power: Flashing
• Internet: Off
• In Service: Solid Orange
• In Use: Solid Orange

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

[Jromaines]

Hi,

I replaced the router - this time with a TP-Link W8968 and am getting the same issues as before. Only now when it looks like it is working I can't actually make or receive calls! Details are as follows:

Speed Test:

Download 7.11Mb/s
Upload 0.3Mb/s
Ping 7ms

 
Ping Test:
Ping 13ms
Jitter 2ms

 
External IP Address:
87.114.222.90

Sure Signal Ser No:
40131552768

 
Traceroute Results:
Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

Microsoft Windows [Version 6.2.9200]
(c) 2012 Microsoft Corporation. All rights reserved.

C:\Users\INPS>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     2 ms     2 ms  ADSL [192.168.0.1]
  2    57 ms    10 ms    10 ms  lo0-central10.ptw-ag02.plus.net [195.166.128.196]
  3    10 ms    10 ms    10 ms  link-a-central10.ptw-gw01.plus.net [212.159.2.148]
  4    43 ms    10 ms    32 ms  56.core.plus.net [212.159.1.56]
  5    53 ms    12 ms    14 ms  ldngw1.arcor-ip.net [195.66.224.209]
  6    15 ms    12 ms    11 ms  85.205.116.14
  7     *        *        *     Request timed out.
  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.

[steve0819]

I'm trying to get a Sure Signal working. With the supplied cable, the lights were from l-r Flash Off Off Solid. My router would not allocate an IP address. With a different ethernet cable, the light pattern changed to Flash Off Solid Solid. My router allocated an IP address which I pinged successfully. I have now done the requested diagnostics & the results are as follows -

1. Speed Test.

Ping - 27ms

Download - 20.74 Mb/s

Upload - 13.04 Mb/s.

2. Ping Test.

Packet loss - Not testable.

Ping - 28ms

Jitter - 4ms

3. External IP Addr.

86.12.128.18

4. Serial No.

40131565596

5. Traceroute Output.

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

C:\Users\User>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  my.router [192.168.1.1]
  2    12 ms    12 ms    15 ms  254-128-12-86.static.virginmedia.com [86.12.128.
254]
  3    18 ms    17 ms    18 ms  cdif-lam-4-tenge83-3489.network.virginmedia.net
[62.252.208.90]
  4    23 ms    21 ms    66 ms  cdif-core-2b-xe-110-0.network.virginmedia.net [1
95.182.172.49]
  5    59 ms    43 ms    29 ms  brnt-bb-1a-ae16-0.network.virginmedia.net [62.25
3.174.85]
  6    27 ms    20 ms    23 ms  brnt-bb-1c-ae0-0.network.virginmedia.net [62.253
.174.30]
  7    21 ms    61 ms    25 ms  brhm-bb-1c-ae8-0.network.virginmedia.net [62.253
.174.126]
  8    48 ms     *       22 ms  tcl5-ic-2-ae0-0.network.virginmedia.net [212.250
.15.210]
  9    48 ms    34 ms    26 ms  lndgw2.arcor-ip.net [195.66.224.124]
 10    26 ms    26 ms    24 ms  85.205.116.2
 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.

Thanks in anticipation,

Steve

[mrfrazer]

Hi,

I have had the VSS operating for a few months with no trouble, as of a few weeks ago I have had this issue intermitantly and also no white lights, just red power light also.

This has been happening twice a day for number of weeks now. I have reregistered the device twice during this time, and done multiple resets. The Unit appears to run very hot at the time of the disconnects.

Port forwarding is setup as per instructions.

I have conducted the tests as per your trouble shooting guide and the results are as follows:

Speed Test:
Download. 26.29Mb/s
Upload 1.99Mb/s
Ping 11ms

Ping Test:
Ping 18ms
Jitter 2ms

External IP Address:
81.102.253.101

Sure Signal Ser No:
40123659522

Traceroute 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 www.asusnetwork.net [192.168.1.1]
2 7 ms 7 ms 7 ms 10.10.148.1
3 7 ms 7 ms 10 ms brig-core-2b-ae6-724.network.virginmedia.net [80.3.65.173]
4 11 ms 10 ms 24 ms popl-bb-1b-ae14-0.network.virginmedia.net [213.105.159.157]
5 13 ms 12 ms 22 ms nrth-bb-1b-et-710-0.network.virginmedia.net [62.253.175.57]
6 14 ms 16 ms 14 ms tele-ic-4-ae0-0.network.virginmedia.net [62.253.174.18]
7 17 ms 14 ms 15 ms ldngw1.arcor-ip.net [195.66.224.209]
8 16 ms 16 ms 14 ms 85.205.116.6
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.

[gbt1973]

Hi,

Returned home after a couple of days away within work and the as is working. I have signal. Last time that lasted for a week so will have to wait and see how long before it drops back out again, even though nothing changes with my router.

Fingers crossed.
GT

[altymike]

Ok, another new customer here with the same problem - seems like there is a major issue here.

I have just replaced my version 1 with a version 3 and it has the flashing red power light with the 2 steady orange ones.  The stats you asked for are:

U/L 44,64Mbps

D/L 4.99Mbps

Ping test 14ms (1 ms jiitter)

External IP 86.13.220.43

Trace test:

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

  1     2 ms     2 ms     3 ms  routerlogin.net [192.168.0.1]
  2    18 ms     9 ms     9 ms  10.31.56.1
  3    11 ms    36 ms     9 ms  brnt-core-2a-ae3-1873.network.virginmedia.net [2
13.104.146.73]
  4    12 ms     8 ms    11 ms  brnt-bb-1a-ae12-0.network.virginmedia.net [62.25
3.174.53]
  5    10 ms     8 ms    11 ms  brnt-bb-1c-ae0-0.network.virginmedia.net [62.253
.174.30]
  6    18 ms    13 ms    14 ms  brhm-bb-1c-ae8-0.network.virginmedia.net [62.253
.174.126]
  7    17 ms    17 ms    17 ms  tcl5-ic-2-ae0-0.network.virginmedia.net [212.250
.15.210]
  8    20 ms    19 ms    20 ms  ldngw1.arcor-ip.net [195.66.224.209]
  9    17 ms    16 ms    17 ms  85.205.116.10
 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.

Please can you help get this sorted asap as phone doesn't work at home without it.

Thanks, Mike

[altymike]

Meant to add serial number 40131980571

[Retired-Kay]

Hi altymike, 

Thanks for supplying this information, everything looks fine. 

I've performed a resync of your Sure Signal, please do a reset to complete the process;

-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.

Let us know how you get on. 

Kay

[altymike]

Sent from my iPad

[Retired-Andy]

Hi altymike,

I can‘t see any information in your post.

Are you still getting the same lights as described in the thread title?

Thanks,

Andrew

[altymike]

Sorted it now.  I have a Virgin Media Super Hub 2 and I found out elsewhere on the internet that I need to enable IPSec Passthrough on the router which I have now done.  Might be useful for others who are having the same problem (the port forwarding is still required too).

THanks,

Mike