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

[thejayster7]

Setup: BT Business Hub 3 with Infinity - VSS V3

SpeedTest.net - DownLoad: 74.60Mbps, Upload: 15.03Mbps

PingTest.net - Packet Loss: 0%, Ping: 35ms, Jitter: 2ms

IP - 81.137.13.185

S/N - 40134630645

Trace Route:

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

  1     2 ms     2 ms     1 ms  BTHUB3 [192.168.1.254]
  2    18 ms    18 ms    17 ms  host81-139-64-1.in-addr.btopenworld.com [81.139.
64.1]
  3    20 ms    21 ms    21 ms  213.120.178.141
  4    19 ms    20 ms    19 ms  213.120.177.98
  5    19 ms    19 ms    20 ms  213.120.178.67
  6    22 ms    21 ms    22 ms  217.41.168.107
  7    21 ms    21 ms    19 ms  acc1-10GigE-0-1-0-7.l-far.21cn-ipp.bt.net [109.1
59.249.118]
  8    21 ms    24 ms    29 ms  core2-te0-0-0-6.faraday.ukcore.bt.net [109.159.2
49.3]
  9    19 ms    19 ms    19 ms  host213-121-193-139.ukcore.bt.net [213.121.193.1
39]
 10    20 ms    20 ms    40 ms  166-49-211-184.eu.bt.net [166.49.211.184]
 11    24 ms    19 ms    19 ms  166-49-211-254.eu.bt.net [166.49.211.254]
 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.

[ChriX]

I am having this problem with a new Version 3 I got last week. Have tried various things and haven't been able to get anywhere with it; it has never done anything other than these symptoms.

Speed test:

59.37Mb down, 13.22Mb up

Ping test:

34ms, 5ms jutter

External IP:

78.32.159.209

Serial number: 40134725254

Traceroute:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  vigor.router (10.0.1.254)  0.428 ms  0.234 ms  0.258 ms

 2  lns17.the.dsl.enta.net (188.39.0.26)  13.141 ms  12.899 ms  13.256 ms

 3  gi1-7.the.dist.dsl.enta.net (188.39.0.25)  12.713 ms  13.023 ms  13.160 ms

 4  te2-2.telehouse-east3.dsl.enta.net (78.33.141.81)  13.192 ms  12.904 ms  13.206 ms

 5  te5-6.telehouse-east2.core.enta.net (62.249.192.125)  13.219 ms  13.163 ms  13.516 ms

 6  te5-4.equinix.core.enta.net (188.39.127.11)  14.247 ms  14.315 ms  14.390 ms

 7  te0-0-2-1.interxion2.core.enta.net (188.39.127.124)  14.747 ms  14.543 ms  14.324 ms

 8  ix-2-2-3-0.tcore1.ldn-london.as6453.net (195.219.83.9)  13.866 ms  14.092 ms  13.865 ms

 9  if-26-2.tcore2.ldn-london.as6453.net (80.231.62.57)  14.334 ms  13.816 ms  14.547 ms

10  ae17-xcr1.lns.cw.net (195.2.21.41)  14.113 ms  13.833 ms  14.373 ms

11  * * *

12  * * *

13  * * *

14  * * *

15  * * *

16  * * *

17  * * *

18  * * *

 <Times out after 64 hops>

[Retired-Kay]

Hi ChriX, 

It has failed to authenticate if you see this light sequence. 

If you turn your firewall off does this make a difference to the connection or lights you see?

graham-mac - Can you also try the above as the information from your traceroute is fine. 

Let us know how you get on, 

Kay

[graham-mac]

Hi Kay,

I will try turning the firewall off later. However, I have already tried it with the VSS added to the DMZ of my router and that didn't make any difference.

Currently I do have a number of ports forwarded, as detailed in my original post.

Regards,

Graham

[ChriX]

Hi Kay

I have just tried turning the firewall off on the Vigor and rebooting the VSS - same problem.

Chris

[Retired-Ian_]

Hi guys,

Your Sure Signal's aren't showing as connecting to our servers at all.

graham-mac - Are you using the Sure Signal using fibre optic connection (PPPoE)? Also can you test it on a different internet connection to rule out a faulty Sure Signal?

ChrisX - Can you tell us who your ISP is please?

Thanks

Ian

[graham-mac]

Hi Ian and Kay,

First I did try disabling the firewall last night, the result was unchanged.

Regarding my connection; this is a regular copper connection. When I first tried to connect the VSS I was using a D-Link router which only supports PPPoE. However, I was told that the VSS required a PPPoA connection when not on fibre, so I resurected my Plusnet supplied router and am now working with a PPPoA connection and MTU = 1500. This has been the set-up since before my first post to the forum.

I know it is not your fault, but I have to say that for a £100 device the interface and diagnostics of the VSS are rubbish!

Regards,

Graham

[graham-mac]

Ian,

Sorry, I forgot to say I don't have access to a different internet connection.

Regards,

Graham

[Gemma]

Hi all,

@Offa – If you’ve had your Sure Signal for more than 7 days, we’d offer a repair of the device if it’s faulty.

Please try your Sure Signal with a different connection and let us know how you get on.

@Graham – So that we can identify what’s causing this issue, we’d need you to try your Sure Signal with another internet connection.

May be via a friends, family member or neighbour?

Thanks,

Gemma

[graham-mac]

Hi Gemma,

As I mentioned in my reply to Ian, posted an hour before yours, I don't have any alternative internet connection.

In any case I don't see that would be particularly helpful. If it did work on a different connection it would just prove that the VSS is not faulty, but wouldn't help diagnose what is preventing it from working on my own connection, which is where it needs to work. If it didn't work on the alternative connection it would prove nothing as it could still be either the VSS which is faulty or a different issue with that internet connection as well.

My internet connection works perfectly for everything else i use it for, including a VPN connection to my employer's systems.

If you want to eliminate a possible faulty VSS can i take it to a Vodafone shop for them to check it works?

Regards,

Graham