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

[jasperre]

Can't seem to edit my previous post, but after turning it on and off again, it now only has

Lights: power - flashing

internet - off

service - off

use - solid orange

Earlier when I first plugged it in it had service as solid orange as well, so not really sure what the issue currently is.

[jasperre]

Ok it now appears there is as follows Solid Red line Solid White on Internet Solid White on In Service Users no light at all. So confused, is it working or not? As I'm not getting any better signal and there's nothing on the troubleshooting page about that combination of lights.

[Retired-Lee]

Hi there jasperre,

The light sequence in your last post isn't on the troubleshooting as it's perfectly normal for a Sure Signal that's working.

If you're not picking up a 3G signal, please check this thread for troubleshooting steps.

Cheers,

LeeH

[stuartherd]

Hi,

I have a VSS3 that I've only once had working for a couple of glorious hours 🙂 I'm trying to see if I can get back to those hours of decent phone signal at home... right now I have flashing power/ orange use and service lights. I can see the device is connected through to my router and has an IP..

Speed test: 9.66 Mbps down, 0.67 up
Ping test: 0 Packet loss, 30ms ping, Jitter 2ms.
IP: 5.71.172.117 (Sky Broadband)
Serial Number: 40131957181

C:\Users\Stuart>tracert 212.183.133.177

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 SkyRouter.Home [192.168.0.1]
2 97 ms 25 ms 35 ms sr10.ennby.isp.sky.com [2.127.238.103]
3 35 ms 37 ms 30 ms te0-0-0-3.pr0.thlon.ov.easynet.net [89.200.135.1
84]
4 37 ms 35 ms 31 ms 027808fc.bb.sky.com [2.120.8.252]
5 31 ms 26 ms 28 ms 195.50.122.113
6 44 ms 43 ms 44 ms 195.50.122.66
7 45 ms 43 ms 44 ms 85.205.116.6
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 ^C

any help gratefully received!

[Retired-Andy]

Hi stuartherd,

Everything’s fine with your speed test, ping test and traceroute and your IP address is on our whitelist, so no problems there either.

The lights you’re seeing show that the unit hasn’t authenticated on the network.

Can you check to make sure the right ports are forwarded on your router?

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

Port 1723 (BT customers only) - TCP/UDP

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).

BT Infinity Customers.

If you’re a BT Infinity customer, you’ll need to log into your router admin page and select port clamping.

Once this has been selected please restart your router and Sure Signal.

Check your 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.

Let me know how you go on.

Hi willus331,

If you’re unable to perform a ping test due to your firewall settings, this will impact the Sure Signal reaching our network.

It needs a ping of less than 200ms to keep a stable connection open with our servers.

Try adjusting your firewall settings to see if this helps.

Let me know how you go on.

Hi Peter,

Your IP address isn’t on our whitelist, so I’ve requested that this be added today.

I’ll let you know when it’s done.

Thanks,

Andrew

[woodsini]

Andrew,

I don't know what the whitelist is, but it seems to have worked - all the right lights are on and the phones work.

Thanks a lot.

Peter

[woodsini]

My Sure Signal hasn't worked since we upgraded our broadband connection to fibre.

Speed test results: Down - 54.77Mbps, Up - 18.16 Mbps

Ping test:A  10ms  jitter 1ms

External IP address:  5.198.126.115

SS Serial No: 40124216108

Traceroute results:

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

  1     3 ms     3 ms     4 ms  192.168.5.254
  2     4 ms     4 ms     4 ms  10.55.200.44
  3     5 ms     4 ms     5 ms  10.55.201.105
  4     5 ms     4 ms     4 ms  10.55.201.205
  5    17 ms    10 ms    14 ms  lndgw2.arcor-ip.net [195.66.224.124]
  6    11 ms    11 ms    10 ms  85.205.116.2
  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

Got bored after this

Hope you can help.

Thanks

Peter

[Paras25]

Speed Test:

Download 59.84Mb/s

Upload 14.06Mb/s

Ping 6ms

Ping Test:

Ping 7ms

Jitter 0ms

External IP Address:

91.125.91.30

Sure Signal Ser No:

40132756152

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 DD-WRT [192.168.1.1]
2 7 ms 5 ms 5 ms lo0-central10.pcl-ag02.plus.net [195.166.128.183
]
3 5 ms 5 ms 5 ms link-b-central10.pcl-gw02.plus.net [212.159.2.16
6]
4 5 ms 5 ms 5 ms xe-10-1-0.pcl-cr02.plus.net [212.159.0.198]
5 5 ms 5 ms 5 ms ae1.ptw-cr02.plus.net [195.166.129.2]
6 5 ms 5 ms 5 ms ae2.ptw-cr01.plus.net [195.166.129.4]
7 6 ms 7 ms 7 ms lndgw2.arcor-ip.net [195.66.224.124]
8 6 ms 6 ms 6 ms 85.205.116.14
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.

[Retired-Dave]

Hi Paras25,

Those details all look fine.

I can see that this is a new Sure Signal and that it connected to our servers late yesterday. Is it now working? It may have just taken longer than usual in installing the latest profile and initialising.

Dave

[ms89028]

Hi I have the same issue as several on here. Registered my sure signal and it worked fine for about 48 hours and now has stopped working and fails to connect. See below information requested.

I'm on BT with a Homehub 3. I live in a rural area so broadband is poor - usually getting 1.5Mbs. I've hard rest the router and reset the Sure Signal but still no connection.

Your speed test results - 1.06mb DL, 0.36mb UL
Your ping test results - Ping: 53ms, Jitter: 27ms
Your external IP address - 5.81.143.241

Your Sure Signal serial number: 40132747508

The results of a traceroute:

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

over a maximum of 30 hops:

1 522 ms 6 ms 3 ms BThomehub.home [192.168.1.254]
2 20 ms 31 ms 36 ms 217.47.212.250
3 21 ms 60 ms 38 ms 217.47.212.193
4 32 ms 27 ms 61 ms 213.1.69.30
5 28 ms 25 ms 41 ms 31.55.164.103
6 34 ms 37 ms 47 ms 31.55.164.239
7 36 ms 31 ms 29 ms 31.55.164.109
8 32 ms 54 ms 25 ms acc2-10GigE-0-2-0-5.bm.21cn-ipp.bt.net [109.159.
248.234]
9 30 ms 139 ms 199 ms core2-te0-13-0-4.ealing.ukcore.bt.net [109.159.2
48.138]
10 29 ms 44 ms 97 ms peer1-xe4-0-1.telehouse.ukcore.bt.net [213.121.1
93.148]
11 35 ms 71 ms 61 ms lndgw2.arcor-ip.net [195.66.224.124]
12 28 ms 32 ms 28 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.