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

[danHick]

No I have had no functionality as yet.

[Ben_H]

Thanks for confirming Dan!

I'm resynchronising now for you now. To complete it, can you reset your Sure Signal once more for me? 

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.
The Sure Signal will come online in around 1 hour.

Cheers, Ben

[graham295]

Hi

My sure signal version 3 is doing the same, all relevant ports open on the firewall, tracert's are ok and speed is good. Have reset the unit twice.

serial number is 40131569101

I believe my external ip needs to be added to your whitelist please - 37.235.41.242

Also when I log into vodafone, my account, and manage the sure signal, add users - I get an error that says

"Sorry, we're having a technical problem at the moment. Please try again in a few minutes"

I get that all day yesterday too, also its says my last login was 15th June each time i login.

Can you help please

Thanks

Graham

[danHick]

I'm sorry this issue does not apply.

I'm not on BT infinity

And I'm using a billion 7800n router

[Arkazon]

Hi,

I'm having this problem.  It's a new sure signal box - setup yesterday and left overnight to see if that helped ... it didn't!

Speed test: 77.9Mbps down, 9.81Mbps up.

Ping test: 15ms, jitter: 2ms

External IP: 82.19.100.179

Sure Signal serial number: 40132113115

Trace route results:

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

  1    22 ms    22 ms    20 ms  192.168.0.1
  2    21 ms    11 ms     8 ms  cpc11-clif10-2-0-gw.12-4.cable.virginmedia.com [82.19.100.1]
  3    10 ms    12 ms     7 ms  nott-core-2a-ae9-2334.network.virginmedia.net [62.255.229.61]
  4    12 ms    15 ms    13 ms  leed-bb-1c-ae4-0.network.virginmedia.net [62.253.174.61]
  5    13 ms     *       12 ms  nrth-bb-1c-ae9-0.network.virginmedia.net [62.253.174.122]
  6     9 ms    12 ms    11 ms  nrth-tmr-1-ae1-0.network.virginmedia.net [213.105.159.30]
  7    29 ms    27 ms    28 ms  fran-ic-1-as0-0.network.virginmedia.net [62.253.185.81]
  8    36 ms    31 ms    31 ms  FFMGW3.arcor-ip.net [80.81.192.117]
  9    33 ms    35 ms    34 ms  92.79.213.129
 10    34 ms    31 ms    31 ms  92.79.213.154
 11    29 ms    27 ms    28 ms  85.205.116.6
 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.

Any help would be appreciated.

Cheers,

Colin.

[plumes]

Please restart your VSS.

- Done

Your speed test results from here.

- Ping 50ms, Download 2.30Mbps, Upload 0.37Mbps

Your ping test results from here.

- Ping 67ms

- Jitter 1ms

Your external IP address from here.

- 82.70.99.86

Your Sure Signal serial number:

- 40132136157

The results of a traceroute.

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 192.168.111.1 (192.168.111.1) 0.894 ms 0.496 ms 0.415 ms
2 * * *
3 * * *
4 * * *
5 * * *
6 * * *
7 * * *
8 * * *
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * * *
29 * * *
30 * * *
31 * * *
32 * * *
33 * * *
34 * * *
35 * * *
36 * * *
37 * * *
38 * * *
39 * * *

Hope you can help.  I registered several days ago.  Tried de-registering and re-registering.  Still nothing.

If you can't help please could you tell me how I arrange a refund?  

Many thanks

Stephen

[st0ne5ish]

Hi Dave,

It worked for a little bit but when I checked this afternoon the red light had started to flash again and the service light was amber. I just switched it off and on again and now the service and internet lights are white but no white light on users.

Any idea whats happenning?

Thanks.

[plumes]

Anyone?

Thanks in advance if you can help.

[Lewis-brooks]

Hi,

Just changed rotuers on VirginMedia to the SuperHub2 and placed the SureSignal into a static IP with port forwarding enabled but I have the same problem.

Your speed test results from Click here.
Your ping test results from Click here
Your external IP address from 92.235.181.216.

Your Sure Signal serial number: 40124120698

The results of a traceroute

1 1 ms 1 ms 1 ms routerlogin.net [192.168.1.1]
2 10 ms 10 ms 10 ms cpc10-stav17-2-0-gw.17-3.cable.virginmedia.com [92.235.180.1]
3 16 ms 13 ms 13 ms aztw-core-2b-ae7-728.network.virginmedia.net [80.1.244.237]
4 17 ms 28 ms 20 ms brhm-bb-1c-ae13-0.network.virginmedia.net [80.1.240.177]
5 18 ms 22 ms 22 ms tcl5-ic-2-ae0-0.network.virginmedia.net [212.250.15.210]
6 39 ms 33 ms 36 ms ldngw1.arcor-ip.net [195.66.224.209]
7 33 ms 33 ms 33 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.

[rsktechltd]

Speed Test: Download: 6.20 Mbps, Upload: 0.87 Mbps, Ping: 26ms

Ping test: Ping: 59ms, Jitter: 58ms (could not test packet loss)

External IP: 109.144.205.44

SureSignal Serial: 40132130432

Trace Route:

C:\>tracert 212.183.133.177

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

1 3 ms * 3 ms rsksrv015.rsktech.internal [10.0.131.15]
2 * * * Request timed out.
3 28 ms 31 ms 33 ms 10.0.0.1
4 19 ms 20 ms 21 ms 192.168.133.2
5 20 ms 19 ms 19 ms 192.168.71.13
6 24 ms 20 ms 25 ms 192.168.69.124
7 20 ms 20 ms 19 ms 109.144.192.2
8 55 ms 25 ms 20 ms 213.120.180.41
9 48 ms 31 ms 35 ms acc1-10GigE-10-3-0.sf.21cn-ipp.bt.net [109.159.2
51.97]
10 31 ms 30 ms 33 ms core1-te0-4-0-2.ealing.ukcore.bt.net [109.159.25
1.1]
11 46 ms 28 ms 29 ms peer1-xe0-0-0.telehouse.ukcore.bt.net [109.159.2
54.96]
12 28 ms 34 ms 85 ms lndgw2.arcor-ip.net [195.66.224.124]
13 47 ms 35 ms 58 ms 85.205.116.14
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.

In general my Internet is working perfectly fine in all other respects. I can stream music and video, have Skype and Lync calls in good quality, and check email and surf the web, and so on.

Furhtermore, I can see (via my DHCP logs) that the SureSignal device gets an IP address. The device replies to pings on the internal network. I can see (via my NAT Router logs) that the device has communicated with 88.82.13.171 (cluster14.vap.vodafone.co.uk) and 88.82.13.179 (cluster12.vap.vodafone.co.uk). From the logs I have access to, it is not clear whether either of these servers responded with any data.

The two Vodafone IP addresses I identified does not respond to logs, nor does the 212.183.133.177 that you asked me to trace. Whether this is indicative of a problem, or the servers are set up to not reply is not clear. (May I just say that, if the case is they don't reply due to configuration, quite obviously it would be very helpful if these servers WOULD respond to ping)

I have registered the SureSignal on the Vodafone website under our business account. I can see the SureSignal on our account pages. I can however not add any users to the SureSignal. If I try and do that it keeps failing saying "Sorry, we're having a technical problem at the moment. Please try again in a few minutes. If you keep seeing this message, please contact us through the help centre."

I bought the SureSignal Monday in the Vodafone shop in Cambridge. Since then I have restarted it maybe 7-8 times. Every time it comes back up it's the same result (i.e. flashing, off, solid orange, solid orange, and not working).

I spoke with your Customer Support yesterday who transferred me to the Tech Team. The representative at the Tech Team said he could see somethign wasn't right with the registration, said he fixed that, and "refreshed" the SureSignal and was confident it would start working if I just left it for some hours. I left it on overnight since yesterday afternoon, and it's still not working. Was also told that he had added the phone number I am trying to add to users, and that I should now be able to add numbers on your website. When looking at website I cannot see any added users, and I can still not add users via the website (keep giving error as stated above).

Please help. I have just moved house and I am sort of hanging out the window when I need to speak on my mobile phone. And I really need my phone to work. Furthermore, I have paid £100 which is a steep price for a small gadget that probably is not much more advanced than a Wifi router which can be bought for less than £20.

Thank you for you help.