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

[Gemma]

Hi all,

@David – Thanks for the update.

That IP Address is on the white list.

It looks like you’ve got a Dynamic IP Address, rather than a static IP Address.

This is down to either your internet service provider, or your own set up.

@Frances @chelseaboy – Everything you’ve posted looks ok.

I’ve requested the latest firmware to be pushed through to your Sure Signal.

Please don’t reset or unplug your Sure Signal for at least 24 hours.

If you’re still facing the same issue in 24 hours time, please test your Sure Signal on a different internet connection.

Thanks,

Gemma

[Geetarz]

Hello,

I have the same issue - this unit has not connected to the internet even after setting up all the ports and allocating a static IP address.

Here are my results for the requested tests (please note my IP address is dynamically allocated by my ISP, so will change after a router reboot)

Speed = 5.76MB / 0.38MB

Ping = 67ms / 1ms jitter

IP = 87.115.95.246

S/No = 40134911466

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

 1  192.168.0.1 (192.168.0.1)  2.370 ms  1.136 ms  1.433 ms

 2  lo0-central10.ptw-ag03.plus.net (195.166.128.197)  47.516 ms  69.356 ms  44.269 ms

 3  link-b-central10.ptw-gw02.plus.net (212.159.2.154)  45.050 ms  44.594 ms  45.451 ms

 4  xe-4-3-0.ptw-cr02.plus.net (212.159.0.246)  45.635 ms  44.722 ms  43.984 ms

 5  ae2.ptw-cr01.plus.net (195.166.129.4)  44.948 ms

    ae1.pcl-cr02.plus.net (195.166.129.3)  45.761 ms

    ae2.ptw-cr01.plus.net (195.166.129.4)  43.946 ms

 6  te-3-4.car5.london1.level3.net (217.163.45.181)  45.372 ms

    te-4-2.car5.london1.level3.net (217.163.45.249)  45.099 ms  45.743 ms

 7  xe-11-1-0.edge3.london2.level3.net (212.187.201.209)  48.469 ms

    ae-52-52.csw2.london1.level3.net (4.69.139.120)  45.164 ms  45.622 ms

 8  vl-3201-ve-128.ebr2.london2.level3.net (4.69.202.177)  52.401 ms  54.190 ms

    ae-225-3601.edge3.london1.level3.net (4.69.166.146)  45.079 ms

 9  cable-wirel.edge3.london1.level3.net (195.50.124.26)  45.432 ms

    195.50.118.230 (195.50.118.230)  45.103 ms

    cable-wirel.edge3.london1.level3.net (195.50.124.138)  48.867 ms

10  ae-61-61.csw1.paris1.level3.net (4.69.161.78)  54.353 ms  51.582 ms

    195.2.30.61 (195.2.30.61)  49.078 ms

11  ae14-xcr1.lnd.cw.net (195.2.30.113)  45.793 ms

    ae-4-90.edge5.paris1.level3.net (4.69.168.200)  53.309 ms

    ae-1-60.edge5.paris1.level3.net (4.69.168.8)  53.601 ms

12  cable-wirel.edge5.paris1.level3.net (212.73.200.78)  61.995 ms

    ae6-xcr1.bkl.cw.net (195.2.10.242)  49.741 ms  50.124 ms

13  * 195.2.9.193 (195.2.9.193)  53.570 ms *

[Retired-Andy]

Hi Geetarz,

Everything is fine with the information you’ve provided.

We’ll need to look into this to see what’s happening.

Click here to send us your details.

Hi officialbobby,

Your speed test, ping test and traceroute are fine.

Your IP address is on our whitelist so no problems there either.

Your Sure Signal is showing as active but hasn’t yet connected to our servers.

Check to make sure that your router is on the latest available firmware.

Also, make sure the following ports are open/forwarded on your router:-

Port Number

8          TCP      UDP

50         TCP      UDP

53         TCP      UDP

67                     UDP

68                     UDP

123                   UDP

500                   UDP

1723     TCP      UDP

4500                 UDP

33434 - 33445    UDP

Also, check that the following IP addresses are allowed/forwarded:-

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

Let me know how you get on.

Cheers,

Andy

[officialbobby]

Hi Andy,

I have forwarded all of those ports to the SureSignal IP address that I have assigned a static private IP to.

This forwarding is open to all external IP addresses.

We are a BT Infinity for Business customer.  I have checked with BT and we have the latest firmware installed.

Please let me know if there is anything else we can try?

Many thanks

Bobby

[Retired-Matt_B]

Hi officialbobby,

We'll need to take a look at your Sure Signal. Send us an email, include your Sure Signal serial number and we'll be in touch.

Take a look here for how to contact us.

Thanks,

Matt B

[officialbobby]

Have emailed as directed.  THe service request number is #6593890

[Ben_H]

Hi officialbobby,

That's great. I can see your email hit our inbox this morning. We'll aim to reply in under 48 hours.

Cheers, Ben

[officialbobby]

Hi, 

We have the same issue, here are my test results:

Speed Test: Ping 17ms, Download: 36.42, Upload: 9.27
Ping: 0% loss, ping : 33ms, Jitter: 2ms
IP: 213.120.147.207
Serial No: 40134939087

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\bobby_000>tracert 212.183.133.177

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

1 3 ms 1 ms 2 ms BTBusinessHub.home [192.168.1.254]
2 12 ms 17 ms 10 ms host81-139-160-1.in-addr.btopenworld.com [81.139
.160.1]
3 44 ms 10 ms 14 ms 213.120.182.141
4 12 ms 10 ms 10 ms 213.120.161.82
5 11 ms 15 ms 12 ms 31.55.164.189
6 12 ms 11 ms 12 ms 31.55.164.107
7 16 ms 14 ms 14 ms acc1-10gige-0-5-0-4.bm.21cn-ipp.bt.net [109.159.
248.96]
8 22 ms 18 ms 19 ms core1-te0-4-0-4.ealing.ukcore.bt.net [109.159.24
8.4]
9 17 ms 20 ms 16 ms peer2-xe4-1-0.telehouse.ukcore.bt.net [109.159.2
52.25]
10 22 ms 16 ms 16 ms t2c3-xe-2-1-1-0.uk-lon1.eu.bt.net [166.49.211.19
0]
11 18 ms 18 ms 27 ms 166-49-211-254.eu.bt.net [166.49.211.254]
12 49 ms 25 ms 19 ms ae14-xcr1.lnd.cw.net [195.2.30.113]
13 30 ms 19 ms 19 ms ae6-xcr1.bkl.cw.net [195.2.10.242]
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 *

[Jasey]

I've had this problem all day. I've tried a reboot and a bit of patience, but no joy

Download: 55.50mb/s, Upload 17.53mb/s

Pingtest: Quality A (MOS 4.38), Ping 41ms, Jitter 2ms, 0% packet loss

External (static) IP: 80.229.222.253

SN 40133848016

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 1 ms 1 ms 1 ms 192.168.1.1
2 25 ms 24 ms 25 ms 195.166.128.170
3 26 ms 25 ms 25 ms 84.93.249.2
4 25 ms 25 ms 25 ms 195.166.129.4
5 25 ms 25 ms 25 ms 195.166.129.1
6 25 ms 25 ms 25 ms 212.187.201.213
7 32 ms 31 ms 32 ms 4.69.202.177
8 32 ms 32 ms 32 ms 4.69.159.86
9 32 ms 43 ms 32 ms 4.69.161.82
10 32 ms 32 ms 32 ms 4.69.168.72
11 41 ms 40 ms 40 ms 212.73.200.78
12 35 ms 35 ms 35 ms 195.2.9.193
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.

.....

30 * * * Request timed out.

Any help would be appreciated

Jason

[ChriX]

Hi there still having issues. I have tried the SS at my other site as suggested to me earlier in the thread and it works fine so can confirm the unit is OK. Any further suggestions?