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

[Retired-Kay]

Hi StevieT03, 

I've tried to 'Ping' your device but it's not connecting to our network. You're currently running an old firmware version, however I'm unable to update this without an active connection. 

Please follow the instructions here for port-forwarding. If this doesn't help then please try it at a different location (such as a friend or family member). 

Let me know how you get on. 

Kay

[StevieT03]

Hello Kay

The device has worked fine for nearly a year and so I wouldn't have thought it will be anything to do with the port forwarding as nothing has changed on my home set up. 

However, I have noticed a post by Gemma, post 1371, ‎14-07-2014 03:48 PM, to ChrisFarwell:

"We’ve rechecked the IP address using several IP check sites and it’s showing as being based in the USA on all of them.

Also, the IP address you’ve given isn’t showing on the RIPE database.

Please speak with PlusNet and ask if they can assign you a different IP address, to see if this will resolve the issue."

Chris seems to also be a customer of Plusnet (as I am) - see post 1365. I notice Chris' IP address was 146.200.190.12 and Gemma said that it appeared to be a US IP address and not on RIPE (whatever RIPE is). My IP is 146.200.61.206 - could my problem be the same problem that Chris had? You say you can't 'ping' my device - would that be

If so, what do I need to ask Plusnet to do?

Many thanks

Steve

[Retired-Kay]

Hi StevieT03, 

Apologies I missed your external IP. This isn't on the RIPE database and is the reason it's not working.

You will need to speak to your internet provider to see if they can assign you a new IP address that's registered in the UK. 

Thanks, 

Kay

[StevieT03]

Thanks Kay

I'm in the process of getting a new IP address.

When that comes through, and hopefully it is one that shows on the RIPE database, the device should work as normal then? Does Plusnet have to apply to RIPE or can you put the 146.200..... IP range on your systems as compliant so that this doesn't re-occur?

You mentioned my firmware was out of date - assuming the device starts working again, how do I update the firmware or is it something you can push through to the device automatically?

Please let me know

Kind regards

Steve

[Retired-Matt_B]

Hi StevieT03,

We can only do it if the IP address is showing as registered within the UK. As it isn't you'd need to speak to your provider to see if they can get this changed.

Once this has been done, let us know the new IP and we'll check it's ok

We can push an update through to the Sure Signal as soon as it's connected to our servers.

Thanks,

Matt B

[arukDave]

What I'd like to know, is how did the know the firmware was out of date, if it was not connecting to their servers?

Just asking...

Dave Baxter.

[Retired-Kay]

Hi,

We've recently removed a post from this thread for breaching our house rules. Whilst we encourage conversation within the community, there are certain rules everyone must follow. This ensures the forum remains suitable for everyone, as well as being free from excess clutter.

The person whose post has been removed has been contacted privately.

If you're unfamiliar with the house rules, please take a minute to view them here.

Thank you

[RKnight102]

Hi,

My sure signal isn't working, tried doing the factory reset a couple of times yesterday and today, but it's still not working.  Please can you help.  Thanks, Rachel

Please see my results below:

Speed Test

Download: 11.62 Mb/s

Upload: 0.92 Mb/s

Ping: 16ms

Ping Test

Ping 16ms

Jitter 6ms

External IP

146.200.204.145

Sure Signal Serial No

40132720612

Traceroute Results

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Rachel>tracert 212.183.133.177

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

1 52 ms 98 ms 99 ms dsldevice.lan [192.168.1.254]
2 24 ms 14 ms 16 ms lo0-central10.pcl-ag07.plus.net [195.166.128.188
]
3 12 ms 12 ms 13 ms link-a-central10.pcl-gw01.plus.net [212.159.2.18
4]
4 14 ms 13 ms 11 ms xe-9-0-0.pcl-cr01.plus.net [212.159.0.216]
5 15 ms 13 ms 12 ms xe-11-2-0.edge3.London2.Level3.net [212.187.201.
213]
6 13 ms 22 ms 28 ms vl-3101-ve-127.ebr1.London2.Level3.net [4.69.202
.169]
7 13 ms 12 ms 15 ms ae-48-48.ebr1.London15.Level3.net [4.69.159.78]

8 17 ms 12 ms 12 ms ae-43-43.ebr1.London1.Level3.net [4.69.167.26]
9 13 ms 16 ms 12 ms ae-57-112.csw1.London1.Level3.net [4.69.153.118]

10 13 ms 13 ms 15 ms ae-116-3502.edge3.London1.Level3.net [4.69.166.1
34]
11 13 ms 15 ms 13 ms CABLE-WIREL.edge3.London1.Level3.net [195.50.124
.138]
12 13 ms 13 ms 12 ms ae22-xcr1.lns.cw.net [195.2.30.61]
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.

[StevieT03]

Rachel

From one customer to another it might be your IP address: 146.200.204.145 because the same has happened to me over the last two days.

Are you a Plusnet customer by any chance?

If so, you might need to get your IP address to reset to an IP address that will look like a UK address to Vodafone - the 146.200....etc looks like an American one to them.

If you are with Plusnet, the way to make this happen is to unplug both the modem (the device that plugs into the phone line and that your router is connected to) and your router. Leave them unplugged for 70 mins (or more) and this will cause them to seek a new IP address when you plug them back in.

Once the modem and router are back up and running in 70 mins, turn the Vodafone Sure Signal back on and it will start looking to reconnect. This may take a while but mine is now working again.

Hope that helps

Cheers

Steve

Vodafone: Please can you update your systems so that 146 IP addresses are trusted? It looks like it is not just me?

[andrewpsk]

Hi

Haven't used my suresignal for several months and it's showing the lights as per this thread heading. Can you help? Thanks

Suresignal s/n: 40132321379

Broadband speed: 50mps

IP: 80.2.33.44

Ping:

Sent/received:5/5

Packet loss (%):0%

Min resp. time:66 ms

Max resp. time:145 ms

Average resp. time:93 ms

Traceroute:

Hop

IP Address

Host name

ms

Lost(%)

1

176.221.87.1

499

0

2

92.43.37.126

f126.broadband2.quicknet.se

1

0

3

10.5.12.1

2

0

4

212.247.178.9

1

0

5

130.244.39.46

vst-ncore-1.bundle-ether1.tele2.net

1

0

6

130.244.71.178

kst5-core-1.bundle-ether6.tele2.net

3

0

7

130.244.205.125

kst5-peer-1.ae0-unit0.tele2.net

2

0

8

130.244.39.11

avk6-peer-1.ae1-unit0.tele2.net

2

0

9

130.244.200.58

peer-as1273.avk6.tele2.net

3

0

10

195.2.9.41

31

0

11

195.2.9.38

30

0

12

195.2.25.38

ae4-xcr2.lsw.cw.net

32

0

13

195.2.25.206

ae11-xcr1.lns.cw.net

30

0