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

[vincebryan73]

Please can you confirm if my IP address has now been put on the whitelist - 5.159.122.83

Thanks

Vince

[Ben_H]

Hi folks,

Vince - I've just checked and your IP is now on the whitelist. You may need to reset your Sure Signal and router for the change to take affect.

PA - Your speedtest results and traceroute indicate that the speed is lower than the minimum suggested for Sure Signal to work properly.

Your ISP can discuss speed options with you if you let them know you're using equipment that needs around 4.13Mbps for it to work properly. Anything lower than this and you may get the sort of irregular service you've seen.

Also, if you're on the older Homehub 3, there is a compatibility issue which is mentioned in our statement here.

Many thanks, Ben

[cfitzpat]

So, are we saying everytime we reboot our router/modem's and get a new ip allocated (more than likely) from our ISP we have to login into here and post our new ip and get it added to the VSS whitelist? 

Thanks,

Chris

[vincebryan73]

Thanks Ben

Would it be possible to add the following IP Address Range to your whitelist as we will shortly be installing more VSS's?

5.159.122.80/29

or individually:

5.159.122.82

5.159.122.83

5.159.122.84

5.159.122.85

5.159.122.86

Thanks

Vince

[Gemma]

 Hi all,

@Chris – If you see an issue with your Sure Signal after a re boot then we’d recommend that you let us know your IP address so that we can make sure it’s on the white list.

@Vince – I can see those IP addresses are already on our white list.

Thanks,

Gemma

[cfitzpat]

Hi Gemma,

In that case could you please check for ip address: 81.159.50.243

And add to your w/list if it isn't already there?

Thanks,

Chris

[Retired-James]

Hi cfitzpat,

This is already on the whitelist for you.

James

[PAthePA]

Hi thanks Sukhi

I have done as you said but four hours later still doing the same thing: it connects for a bit then goes down and is orange then tries to reconnect again and is white/flashing, then goes down and is orange/solid with red light flashing. It's continuously like this. It's not great. Is there a fault with it? Any other advice you can give? It is so frustrating and basically totally negates being on Vodafone! It is the only reason I change to Vodafone as we have no signal at our house but at least with Orange and built in signal booster it was much more reliable than this. I constantly miss work texts and calls. I have to divert my phone to my landline (which I can only do when it has signal so in fact I can't even do this much). Please help!!!

Thanks, PA

[CScottAxis]

PAthePA

2 things,

1. what router are you using (assuming its a bt homehub)?

2. your ping and traceroute times are rather high tbh (even the very first hop after your router is surprisingly high to me), and could have an impact on how well the suresignal works. I would look into seeing what you/your isp can do to improve that.

[PAthePA]

Hi CScottAxis thank you. yes it's a BT home hub. I don't really know what trace route/ping are, I just followed vodafone test instructions. What do I need to ask BT to do/check/improve on trace/ping when I contact them? In laymans terms! Could this be because we're now on unlimited broadband (I changed about a month ago then I started to notice SS not working properly) and as we're spending less money would they give us a poorer internet service/speed? Have noticed internet on computer slower too. Really appreciate your advice!

Sukhi:

SS hasn't worked at all today since I reset it as instructed!

Thanks