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

[mckenziesd]

Hi Tim

I'm also with Virgin Media. Have the new super hub and no luck getting the Suresignal to work

Scott

[shaw007]

[quote]shaw007 - The results you've posted there; are these from the work ISP your were trying out or normal internet connection? A resynchronisation request was raised back on the 15th but it wasn't completed as the unit wasn't reset. Can you tell me if you removed the Ethernet cable while you were doing the reset as well as the power lead?[/quote]

The resync was completed but unsussessfull hence why I decided to bring it into work.

The results are from work.  I want to make sure this works first before returning to our other site where it will be used.

At work, we have a Draytek 3200 router and all required ports have been opened. 

Its plugged in now so are you able to see it and if so could you do a reset please. Also when doing a reset what do I need to do as the last time I was not informed about reovong any leads

[steve0819]

Hi Ben,

Please read my post again. Upload speed is 13Mbps, not 1.3. Request stands; please do a resync.

Cheers,

Steve

[mckenziesd]

Hi Andrew

I actually managed to get the SureSignal working. However, I think when it was 'resycned' it booted it off again and I now can't get it to work.

I tried resetting it like you suggested and I've had no luck.

Any suggestions? I'm currently tempted to take the sure signal back as a device shouldn't be this complicated to set up. Obviously I'd prefer not to have to do that as it means dealing with no signal in my house.

A quick response would be appreciated.

Thanks

[DWThames]

Hi there,

I am Virgin too and the VSS suddenly stopped working.

Is it worth giving Vodafone a call?

Any other thoughts?

[DWThames]

the trace route command came up with this:

 1  * 192.168.1.1 (192.168.1.1)  0.601 ms  0.266 ms
 2  cpc17-hers4-2-0-gw.6-3.cable.virginmedia.com (86.24.117.1)  8.244 ms  9.866 ms  8.729 ms
 3  hers-core-1a-ae1-2567.network.virginmedia.net (80.3.34.109)  6.214 ms  6.557 ms  8.474 ms
 4  brnt-bb-1c-ae10-0.network.virginmedia.net (62.253.174.205)  8.956 ms  7.316 ms  7.696 ms
 5  brhm-bb-1c-ae8-0.network.virginmedia.net (62.253.174.126)  12.722 ms  12.228 ms  16.229 ms
 6  tcl5-ic-2-ae0-0.network.virginmedia.net (212.250.15.210)  26.707 ms  15.130 m *
 7  ldngw1.arcor-ip.net (195.66.224.209)  26.874 ms  49.232 ms  39.947 ms
 8  85.205.116.6 (85.205.116.6)  25.475 ms  27.746 ms  29.720 ms

[surreyred]

Not sure if this is significant, but trying to ping the IP address referenced in the tracert gives ...

C:\Users\Owner>ping 212.183.133.177

Pinging 212.183.133.177 with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 212.183.133.177:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

The reset hasn't helped.

[shaw007]

Hi again

I assume you reset it?

It's now got a steady red light, steady white service light and a steady white internet light.  Which means its working?

I will take this back to the office where its to be used tomorrow but may need another resync?

Cheers

Peter

[steve0819]

Hi Tech Team,

After a week's reliable running, & without my making any config changes, our VSS 3 has stopped working with the light pattern -

Power - flashing, Internet - off, In Service - orange, In Use - orange

I rebooted our router & reset the VSS, which behaved as follows -

Initially, power light on, then internet light flashes white. After a couple of minutes, the lights settle to the error pattern above. This remains the case for at least 12 hours & probably indefinitely.

I have done the standard diagnostics with the following results -

Speed Test -

Ping 29ms

Download 20.86Mbps

Upload 13.00 Mbps

Png Test -

Ping 27ms

Jitter 3ms

Unable to test packet loss

External IP

86.12.128.18

tracert Output -

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    16 ms    12 ms    12 ms  254-128-12-86.static.virginmedia.com [86.12.128.
254]
  3    17 ms    25 ms    36 ms  cdif-lam-4-tenge83-3489.network.virginmedia.net
[62.252.208.90]
  4    20 ms    24 ms    27 ms  cdif-core-2b-xe-110-0.network.virginmedia.net [1
95.182.172.49]
  5    45 ms    44 ms    30 ms  brnt-bb-1a-ae16-0.network.virginmedia.net [62.25
3.174.85]
  6    26 ms    25 ms   131 ms  brhm-bb-1b-et-700-0.network.virginmedia.net [62.
253.175.38]
  7     *       37 ms    32 ms  brhm-bb-1c-ae7-0.network.virginmedia.net [62.253
.174.102]
  8     *        *        *     Request timed out.
  9    33 ms    39 ms    32 ms  ldngw1.arcor-ip.net [195.66.224.209]
 10    30 ms    33 ms    42 ms  85.205.116.14

I stress that I have made no changes to what was a working config & I don't suspect the VSS itself. I don't want to go through the interminable procedure of trying to prove the problem is my end again; it isn't. I suggest you perform a resync as the first step.

Many thanks,

Steve

[surreyred]

I'm in the same boat as Steve0819, apart from it hasn't been that reliable. I would estimate that 75% of calls via the Sure Signal get dropped before the end. For the last few weeks, this has gone to power light flashing, first light orange, and is solved with a reboot of the SS, however for the last day or two it has been stuck at Power - flashing, Internet - off, In Service - orange, In Use - orange, and despite repeated attempts to reset the device has not come back online.

This is proving so unreliable, I'm at the point of returning for a refund - I can just divert my mobile to my home number when I'm at home.

Here are the diagnostics again - in case anything has changed in Virgin Media world.

Ping 12 ms

Download 24.15 Mbps

Upload 2.92 Mbps

Packet Loss - unable to test

Ping 21 ms

Jitter 6 ms

My IP 86.24.127.197

Serial # 40131132322

Tracert

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

C:\Users\Owner> tracert 212.183.133.177

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

1 22 ms 11 ms 11 ms cpc17-reig4-2-0-gw.6-3.cable.virginmedia.com [86
.24.127.1]
2 20 ms 11 ms 31 ms hers-core-1b-ae1-1296.network.virginmedia.net [8
0.3.33.169]
3 27 ms 16 ms 21 ms popl-bb-1c-ae8-0.network.virginmedia.net [62.253
.174.213]
4 16 ms 15 ms 47 ms nrth-bb-1c-ae7-0.network.virginmedia.net [62.253
.174.137]
5 16 ms 17 ms 15 ms nrth-bb-1b-ae11-0.network.virginmedia.net [62.25
3.174.109]
6 27 ms 17 ms 118 ms tele-ic-4-ae0-0.network.virginmedia.net [62.253.
174.18]
7 31 ms 30 ms 32 ms ldngw1.arcor-ip.net [195.66.224.209]
8 31 ms 31 ms 31 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.

C:\Users\Owner>