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

[grolschuk]

The thing is FTTC (Infinity Fibre) connections need to use PPPoE and an MTU of 1492 (+8 bytes for PPP overhead = 1500)

And it is possible to get the suresignal working on this setup - i have posted pictures in another thread showing it up and running.

I think however - the hardware that is he BT Home Hub 5 does not like to handle the traffic very well.

The best suggestion on offer at the moment is to find the Port Clamping option in the router config, and enable it to see if that helps at all.

There is also a list of inbound ports to forward to the suresignal, I'm not sure if that helps the BT users or not though. The tech team should be able to suggest more.

It is something BT and Vodafone need to resolve to see what is being blocked by the router and why, but the speed that mega-corps move, I wouldn't see a firmware fix being forthcoming any time soon.

Do BT offer a different router option at all? (I guess not)

[triggers]

Again - many thanks for your help/suggestions Grolschuk - however......... for a non-techie, I have no idea what you are talking about, - so unless you can simply explain how one might go about your suggestions, and point me to your 'other thread' so I can check that out too - I am no nearer a solution! I don't understand how the BT HH4 and the SS v3 could work together, and the 'upgrade' (!?) to BT HH5 causes complete chaos....:smileymad:

[grolschuk]

No worries, the comments were more to carl saying it has to be on certain technologies and settings to work, when thats not quite right 

When you were working with BT on the problem, did they get you to log into the web interface for the router?

Can you still remember how to do that... If so, log back in, and look through all the menu options until you find one called VPN.

Inside there, there should be a tick box to enable a Port Clamping setting.

Enabling that has helped some HH users get connected again.

[triggers]

Grolschuk - bl**dy brilliant. I've still got my fingers tightly crossed, but that does seem to have done the trick. Now 18 hours on, and the SS3 seems to be working as it should be? :smileyhappy:  I cannot believe neither BT nor Vodafone can't suggest this simple 'tick' to enable Port Clamping might sort out the problem??? Many thanks again.

[grolschuk]

Fantastic!

It's amazing how a little tick box can stop things from working.

Did you have any other modifications or changes in place? or is that the only difference?

Will be good for others to know in the future exactly what the process was to get it up and running

[triggers]

No other mods as far as I can ascertain. I did try and 'open' the ports that Vodafone listed in their only help, but not sure if that also made any difference - or if I had succeeded! On its own, it didn't. So far, still good!

Thanks again - very much appreciated.

[triggers]

Well.... it WAS too good to be true! After almost exactly 24 hours working absolutely fine, my SS3 has gone back to flashing red power light, and steady white 'User' light - and no mobile reception, of course. :smileymad:

Not sure where to go from here.....

[SimonB68]

Same problem, but unsure when it started. Has been working OK for over a year. I wondered if it might be due to recent tinkering with a Synology NAS that may have auto configured something in the router (Billion 7402NX + Infinity).

Have reset the router to factory defaults but no change. I've looked for a port clamping option but can't find one.

I've seen suggestions to forward ports, but no destination address - surely I'd need to know the IP address of the Sure Signal to forward the port to? Since it's worked without port forwarding though I am guessing that this is not the issue.

Billion have tested the V1 SS with the 7402 with success without requiring any changes.

Requested information -

SpeedTest - Ping : 21, Down : 24.09, Up   : 5.24

PingTest  - Ping : 26ms, Jitter  : 2ms

External IP - 86.140.249.75/32


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  home.gateway [192.168.1.254]
  2     *        *        *     Request timed out.
  3     *        *       14 ms  31.55.187.217
  4    15 ms    17 ms    15 ms  31.55.187.220
  5    16 ms    16 ms    15 ms  core3-hu0-1-0-0.faraday.ukcore.bt.net [195.99.127.32]
  6    16 ms    16 ms    16 ms  62.6.201.215
  7    16 ms    16 ms    20 ms  lndgw2.arcor-ip.net [195.66.224.124]
  8    18 ms    17 ms    17 ms  85.205.0.86
  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.


S/N : 40124220571

Thanks

Simon

[grolschuk]

@triggers I don't know what else to suggest, and have no idea why it would want to stop after working for 24 hours That will need further investigation from the staff who can see what has been talking and when it stopped. @Retired-Simon the option on non-bt routers would be VPN Passthrough. Although again if it was working and since stopped, probably not that problem. Is the NAS set up to be visible from outside of your network at all?

[SimonB68]

Hi grolschuk, thanks for your reply. It was configured for remote access, but I wasn't happy that I was fully familiar with all the security options to ensure it was locked down and since we were going away I disabled all the port forwards. It is registered with Synology's DDNS though.

The SS was setup via homeplugs but I have tested it with a direct connection to the switch, same problem.

I'm curious to see when Voda recorded the last connection to see if I can tie the problem down to something that I did. Could be simply that the unit is faulty of course.