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

[mozzatechmo]

Hello again,

Please note that my issue is not resolved, I am still experiencing the flashing power and two ambers.

I spoke to 2nd line support on Friday, they remotely accessed my laptop and checked the router settings, as well as examined all the tests you asked me to perform.  They detected that IP Sec pass through was not enabled, which apparently is required and used to be enabled by default on Virgin Super Hub.  Other than that, everything checked out.

We enabled IPSec pass through, no difference.  However, it spontaneously started working yesterday all day, even survived a power down I had to do.  This morning I am back to flashing power and two ambers.  I'm sorry but this is getting ridiculous and I'm losing patience with the thing.  I worked initially for days without changing any of the settings (ports etc) so this has to be something to do with Virgin/Vodafone interaction.  The support guy reckoned that the faster your internet the connection the WORSE the reliability of the device seems to be, so this implies a design flaw.

Thanks,

Andy

[surreyred]

Overnight mine has gone back to Power - flashing, Internet - off, In Service - orange, In Use - orange.

Turned off & on - went back to this threads light sequence in about a minute.

Did a reset - same result.

This behaviour is identical to when there was an issue that seemed to hit a number of virgin media customers.

The timing of my SS working and failing again looks to be similar to mozzatechmo who I can see from an earlier post is also on virgin media.

Are the other virgin media guys back not working again ?

[steve0819]

Hi James,

After you did the resync, I rebooted our router & reset the VSS, since when (> 24 hours) we have had the pattern Power - solid, Internet-flashing. I understand this means our box is negotiating with your servers, but can't completre the connection. The last time this happened, a further resync your end cured the problem.

Thanks,

Steve

[Claudius1974]

Can confirm that my Sure Signal started working again this morning.

[mhayler]

A client of ours has had ongoing issues for months. Any suggestions? Many thanks

Your speed test results from 24MB/s - 1.6MB/s
Your ping test results from loss:0%, ping:32ms, jitter:14ms
Your external IP address from 81.142.123.110.

Your Sure Signal serial number: 40131978104

C:\Users\Administrator>PathPing 212.183.133.181

Tracing route to 212.183.133.181 over a maximum of 30 hops

0 SERVER01.skyscaffolding.local [192.168.12.1]
1 192.168.12.254
2 host81-134-112-1.in-addr.btopenworld.com [81.134.112.1]
3 213.120.182.141
4 213.120.161.82
5 31.55.164.183
6 31.55.164.107
7 acc1-10GigE-0-3-0-1.bm.21cn-ipp.bt.net [109.159.248.112]
8 core2-te0-3-0-15.ilford.ukcore.bt.net [109.159.248.26]
9 peer1-xe2-1-0.telehouse.ukcore.bt.net [109.159.254.136]
10 lndgw2.arcor-ip.net [195.66.224.124]
11 85.205.116.14
12 * * *
Computing statistics for 275 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 SERVER01.skyscaffolding.local [192.168.12.1]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% 192.168.12.254
0/ 100 = 0% |
2 10ms 0/ 100 = 0% 0/ 100 = 0% host81-134-112-1.in-addr.btopenworld.com [81.134.112.1]
0/ 100 = 0% |
3 17ms 0/ 100 = 0% 0/ 100 = 0% 213.120.182.141
0/ 100 = 0% |
4 11ms 0/ 100 = 0% 0/ 100 = 0% 213.120.161.82
0/ 100 = 0% |
5 11ms 0/ 100 = 0% 0/ 100 = 0% 31.55.164.183
0/ 100 = 0% |
6 11ms 0/ 100 = 0% 0/ 100 = 0% 31.55.164.107
0/ 100 = 0% |
7 --- 100/ 100 =100% 100/ 100 =100% acc1-10GigE-0-3-0-1.bm.21cn-ipp.bt.net [109.159.248.112]
0/ 100 = 0% |
8 --- 100/ 100 =100% 100/ 100 =100% core2-te0-3-0-15.ilford.ukcore.bt.net [109.159.248.26]
0/ 100 = 0% |
9 --- 100/ 100 =100% 100/ 100 =100% peer1-xe2-1-0.telehouse.ukcore.bt.net [109.159.254.136]
0/ 100 = 0% |
10 20ms 0/ 100 = 0% 0/ 100 = 0% lndgw2.arcor-ip.net [195.66.224.124]
100/ 100 =100% |
11 --- 100/ 100 =100% 0/ 100 = 0% 85.205.116.14

Trace complete.

[humbucker]

Speed test results

ping: 21 ms

download speed: 3.99 Mbps

upload speed: 0.64 Mbps

Ping test results

http://www.pingtest.net/result/85456070.png

External IP address

31.55.19.193

Sure Signal serial number:

40132106168

Results of a traceroute:

➜ ~ traceroute 212.183.133.177
traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 192.168.2.1 (192.168.2.1) 3.794 ms 3.438 ms 5.009 ms
2 10.60.198.193 (10.60.198.193) 5.096 ms 5.196 ms 5.221 ms
3 10.0.0.1 (10.0.0.1) 14.933 ms 16.009 ms 18.036 ms
4 192.168.134.2 (192.168.134.2) 61.791 ms 61.404 ms 43.253 ms
5 192.168.190.251 (192.168.190.251) 29.617 ms 15.782 ms 15.337 ms
6 192.168.71.211 (192.168.71.211) 15.318 ms 77.638 ms 20.380 ms
7 192.168.69.252 (192.168.69.252) 25.590 ms 17.517 ms 49.957 ms
8 217.39.0.2 (217.39.0.2) 120.862 ms 80.755 ms 16.548 ms
9 213.120.178.41 (213.120.178.41) 24.139 ms 31.476 ms 17.210 ms
10 109.159.249.68 (109.159.249.68) 16.555 ms
109.159.249.106 (109.159.249.106) 29.169 ms
acc1-10gige-0-0-0-6.l-far.21cn-ipp.bt.net (109.159.249.90) 20.348 ms
11 core2-te-0-15-0-15.faraday.ukcore.bt.net (109.159.249.21) 39.015 ms
core1-te0-7-0-6.faraday.ukcore.bt.net (109.159.249.19) 51.498 ms
core2-te0-15-0-14.faraday.ukcore.bt.net (109.159.249.17) 21.273 ms
12 peer1-xe8-3-1.telehouse.ukcore.bt.net (213.121.193.109) 66.799 ms 42.193 ms
peer1-xe8-1-0.telehouse.ukcore.bt.net (109.159.254.181) 151.329 ms
13 lndgw2.arcor-ip.net (195.66.224.124) 35.382 ms 24.387 ms 47.136 ms
14 85.205.116.14 (85.205.116.14) 25.286 ms 19.069 ms 18.780 ms
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 *^C

Any help would be greatly appreciated.

[pludlo]

Hi - not sure which thread I should be on - have tried another but maybe this is the right one as have been here before. As above we have moved from various oranges to a long period where all worked well. Then a week ago noticed that although lights were in order -  viz red;white;white;off there was no phone signal. When I reset it the box reverted to red; slow white flashing;off;off. It has been like this for several days. I thought I read elsewhere that this could be fixed with a forced reconnection. Would be very grateful for this or any other help you can offer.

Many thanks

pludlo

[cevasfit]

Hi

I'm currently using a Sure Signal in Aberdeen and it's not working as it should. I have followed the instructions and this is the results:

Can you please have a look, i'm not sure if the IP address is blocked.

Speed Test:

Download 7.31Mb/s

Upload 1.95Mb/s

Ping 135ms

Ping Test:

Ping 129ms

Jitter 1ms

Packets Lost 0%

External IP Address:

154.47.80.70 

Sure Signal Ser No:

40132104825 

Traceroute Results:

C:\Users\ahmedas>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  192.168.1.1
  2     7 ms     2 ms     1 ms  no-reverse-dns.metronet-uk.com [154.47.80.1]
  3     1 ms    15 ms    15 ms  no-reverse-dns.metronet-uk.com [37.191.123.19]
  4    15 ms    16 ms    15 ms  40g-1-5.man-ifl1br.metronet-uk.com [77.75.188.131]
  5    15 ms    15 ms    15 ms  40g-1-5.man-tcw1br.metronet-uk.com [77.75.188.133]
  6    15 ms    15 ms    15 ms  Ten-4-4.car2.Manchester1.Level3.net [195.50.119.25]
  7    60 ms   234 ms   168 ms  ae-11-11.car1.Manchesteruk1.Level3.net [4.69.133.97]
  8    22 ms    21 ms    21 ms  ae-4-4.ebr1.London1.Level3.net [4.69.133.102]
  9    21 ms    21 ms    21 ms  ae-56-111.csw1.London1.Level3.net [4.69.153.114]

 10    21 ms    21 ms    21 ms  ae-119-3505.edge4.London1.Level3.net [4.69.166.1]
 11    24 ms    23 ms    22 ms  195.50.122.66
 12    23 ms    22 ms    22 ms  85.205.116.14
 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

Asif Ahmed

[PultersFarm]

Hi

We bought the VSS today and got the light sequence described in the thread title. We have repowered a number of times, always with the same result.

We have done the tests requested with the following results:

Ping 48mS

Speed (up) 2.0Mbps

Speed (down) 0.37Mbps

External IP address 31.50.197.236

Serial Number of the VSS 40132322146

I have attached the results of the trace route test.

Looking forward to some help.

Thanks.

[Ben_H]

Hi folks,

PultersFarm - Welcome to the eForum! Looking at your internet speeds, the connection isn't quick enough to support a connection. You'll need at least 1Mbps download speed to use the Sure Signal effectively. If your ISP can't supply faster, you may be best off returning the Sure Signal under your 7 day cooling off period. 

surreyred - Looking at your serial number 40131132322 again, it looks like there's not been contact with your unit since the 23rd still. When you performed the reset, were you holding in the power button until the light steadied? 

Cheers, Ben