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

[ATB]

Hi Lee,

Just reset it but no different unfortunately

[LorneChambers]

Hi, Last night i followed the galway router post instructions and this morning I had signal but it has been dropping in and out all day. 

I will do a reset now (it is currently working) as instructed and hopefully it will be consistent after that.

thanks

[LorneChambers]

48 minutes later still hasnt reconnected - solid power light, slow flashing 2nd light.

[galway85]

Hi everyone,

I managed to get my sure signal working by changing my virgin media superhub 2 settings as follows:

My firewall settings were already on low but I tried this and it worked:

• type 192.168.0.1 into your internet browser
• login with 'admin' and the password 'changeme'
• click on 'Advanced Settings' then 'Security- Firewall' and check the box 'IPSec Pass-Through'
• I then hit apply, waited 10 mins and restarted the vodafone sure signal device
• After 10mins or so the device was working perfectly!

Hopefully this sorts other peoples similar issues out.

Matthew

[whiphaven]

It seems a lot of the problems are caused by router settings. It's just a shame that the technicians you get through to on the phone at Vodafone do not have knowledge of this.  I was told my broadband speed was too slow, then Kay on here told me my broadband was fast enough (she was right), then I got on to Allpay, my broadband provider.  The technician I spoke to there knew all about Sure Signal, and soon had my setting sorted.  I had a red flshing light and a user light I think (can't rememeber now), but the Allpay chap said all I needed to do was ring Voadfone and ask them to reset the Sure Signal at their end.  I rang, and was put through to a technician, then a level 2 or second stage?? technician who went on to say that my broadband wasn't fast enough, and that I should take my sure signal 3 back to the Voadfone shop and get an older version that required a slower broadband speed.  By this time I was getting a bit p***ed off!  I put the phone down, had a good old moan to my husband, looked round, and the lights were on!!!  It has been working fine ever since - it will be a week tomorrow!  So the moral of the story is, listen to Kay on here, but don't listen to the online technicians!!  The Sure Signal once working is really good!

[LorneChambers]

Hi,

just received the box today and no joy in getting it working, flashing power light, no 2nd light, 3rd and 4th light solid orange.

Speed test: 43.8Mps download, 10.82 upload

Ping Test: 12ms

Public IP: 82.23.158.241  & ::ffff:5217:9ef1

Sure Signal Serial Number: 40132605763

tracert

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

1 7 ms 4 ms 2 ms routerlogin.net [192.168.0.1]
2 12 ms 18 ms 10 ms 10.135.204.1
3 16 ms 11 ms 10 ms bmly-core-2a-ae4-3103.network.virginmedia.net [80.3.66.105]
4 12 ms 10 ms 12 ms popl-bb-1c-ae3-0.network.virginmedia.net [213.105.159.225]
5 13 ms 14 ms 13 ms nrth-bb-1c-ae7-0.network.virginmedia.net [62.253.174.137]
6 27 ms 13 ms 13 ms nrth-bb-1b-ae11-0.network.virginmedia.net [62.253.174.109]
7 27 ms 14 ms 17 ms tele-ic-4-ae0-0.network.virginmedia.net [62.253.174.18]
8 21 ms 18 ms 18 ms ldngw1.arcor-ip.net [195.66.224.209]
9 21 ms 17 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 help.

regards

Lorne

[rahopkins72]

Trying to set up a Sure signal V3 and the lights are as stated above.

Serial = 40132101557

External IP = 185.4.164.218

Download = 17.38Mbps

Upload = 16.98Mbps

Ping = 15ms

Jitter = 3ms

traceroute

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

  1     2 ms     1 ms     1 ms  185.4.164.217
  2     2 ms     2 ms     1 ms  185.4.164.4
  3    14 ms    11 ms    12 ms  185.4.164.3
  4    13 ms    10 ms    10 ms  185.4.164.2
  5    11 ms    11 ms    11 ms  109.71.168.1
  6    74 ms     9 ms     9 ms  ge-5-2-3.edge3.london2.level3.net [212.187.201.7
7]
  7    10 ms    10 ms    10 ms  ae-0-11.edge4.london2.level3.net [4.69.200.126]

  8    12 ms    12 ms    12 ms  ae-3-3.ebr1.london1.level3.net [4.69.141.189]
  9    12 ms    12 ms    20 ms  ae-58-113.csw1.london1.level3.net [4.69.153.122]

 10    15 ms    12 ms    12 ms  ae-120-3506.edge4.london1.level3.net [4.69.166.5
]
 11    16 ms    14 ms    14 ms  195.50.122.66
 12    13 ms    14 ms    17 ms  85.205.116.10
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.

We have tested the unit on another line with the same firewall and this works. The line suppliers can see no issues on the line they provide and as can be seen with the tracert have a a route to the vodafone network.

Please help

Thanks

Richard

[Sukhi]

Hi ATB

Can you test it at a different location? Maybe round friend’s house?

LorneChambers - Can you try the same? This will help up to determine if the issue lies with the ISP or the Sure Signal.

rahopkins72 - The IP address is not on the whitelist this is why you're having problems setting up. I have requested for it to be added :).

Thanks

Sukhi

[LorneChambers]

no im not going to take it to someone elses house...  it has been getting a signal and then dropping through the day. I had a signal, you asked me to reset it, and since i did that it hasnt worked.

there are a number of other posters with virgin superhubs that talk about port forwarding.  Given that i have had intermittent connection is that something i still need to look at or not?

the product was great when it worked, but you really need to sort out how you package it and provide it to the consumer market.

[Retired-Andy]

Hi LorneChambers,

Testing the Sure Signal in a different location helps to identify where the root cause lies.

You can certainly check that all the right ports are forwarded.

The following is a list of IP addresses and port numbers that need to be forwarded to your Sure Signal's internal IP address.

For instructions on how to do this, we recommend you contact your ISP or Router Manufacturer, or refer to the default guide for your particular make and model, over at http://portforward.com.

Destination IP Addresses:
212.183.133.177
212.183.133.178
212.183.133.179
212.183.133.181
212.183.133.182
212.183.131.128/26

Ports and Protocols:
Port 50 - TCP/IP
Port 4500 - UDP
Port 500 - UDP
Port 123 - UDP

Port 8 - TCP/IP

Please note that in the above list of IP addresses, the notation "212.183.131.128/26" means the complete range of IP addresses between 212.183.131.128 and 212.183.131.191

Your router also needs to assign the Sure Signal with a DNS (Domain Name Server) address via DHCP (Dynamic Host Configuration Protocol).

You can also check your router MTU Settings.

Log into your router admin page and find the location of the MTU field. This varies depending on the make and model so you’ll need to look for it.

Change the value of the MTU size to 1500.

Log out of the router, this will usually result in a reboot.

Perform a reset of the Sure Signal:

• Find the button on the base of the unit 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 one hour

The Sure Signal will now try to contact the network and download its profile. This can take up to 6 hours.

Cheers,

Andrew