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-Matt_B]

Hi triggers and Simon B68,

@triggers - Please try a factory restore of your router and then add the port clamping back on. Let us know if you experience any further problems.

@SimonB68 - Your Sure Signal last connected to our servers on the 6 August at 3:40am

Thanks,

Matt B

[SimonB68]

Thanks Matt - how often does the SS reconnect/sync/ping your servers?

We were away on the 6 Aug, but there was an enforced power outage by SSE later in the morning, so am wondering if the power returning has somehow caused a problem with the unit?

I've done a factory reset, tried different cables, different ports on the switch, but not as yet a different router or ADSL connection, which I can try to do, but other than that do you have any suggestions, given that when we first got the unit it worked without any changes to anything.

Thanks

Simon

[triggers]

Morning Mat_B -

Well, after 3 days of full working use, my SS3 has returned to the previous Red Power 'flashing', and White Users 'steady on' - and no Vodafone! I have now tried repeating the same suggestion that worked last time, twice, but absolutley no luck at all! When resetting the SS3 the red light comes on steady, with no other lights, and then after 5 or so minutes the User light comes on steady white and the red power starts flashing.

I know folk are trying mighty hard to sort this problem out, but there must be something fundamentally flawed here? Will my broadband function using the HH4 router if I try replacing the HH5 one? The HH4 did work fine with SS3 after all? Have you worked out whether it is the HH5 or SS3 that has a problem? It would appear to be the HH5 change that has caused this mess? Is there any way to tweak other settings - and which one(s) - in the HH5?

Thanks for you patience/perseverance! 

[triggers]

Hi Matt - just done as you suggested..... Bingo - after about 10 mins, first power light steady red, followed in turn by steady white internet and service lights! Full scale signal indication on phone - indeed, am sending this via my mobile. Vodaphone said they would do something at their end this morning and fix in 20 mins but 4 hours later it was still u/s until I did the router reboot and re-checked the port clamping. Much appreciate your help, and do hope it holds for longer than 20 hrs this time! It does seem that there is a basic flaw somewhere in the BT unit, as the HH4 worked out of the box for over a year? Cheers -

[mikerimmer]

Please investigate i am getting a red flashing light and 2 solid orange lights (1st/2nd)

http://www.pingtest.net/result/104145599.png

My IP: 86.16.222.55

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

C:>tracert 212.183.133.177

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  192.168.x.x
  2     8 ms     6 ms     8 ms  cpc68614-stav17-2-0-gw.17-3.cable.virginm.net [86.16.220.1]
  3    10 ms     6 ms     7 ms  aztw-core-2a-ae7-630.network.virginmedia.net [62.252.228.9]
  4    16 ms    16 ms    15 ms  brnt-bb-1c-ae11-0.network.virginmedia.net [80.1.240.173]
  5    14 ms    15 ms    15 ms  brnt-bb-2a-ae3-0.network.virginmedia.net [62.254.42.101]
  6    15 ms    16 ms    17 ms  brhm-bb-2a-ae0-0.network.virginmedia.net [62.254.42.58]
  7     *        *        *     Request timed out.
  8    21 ms    21 ms    23 ms  tcl5-ic-2-ae0-0.network.virginmedia.net [212.250.15.210]
  9    32 ms    35 ms    34 ms  lndgw2.arcor-ip.net [195.66.224.124]
 10    33 ms    34 ms    35 ms  85.205.0.86
 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.

Trace complete.

[Retired-Simon]

Hi SimonB68,

The Sure Signal should connect to us at least once a day.

Can you try it on an alternative connection? If it also doesn’t work at this point, the unit may be faulty.

Hi triggers,

Thanks for the update. I’m glad to see it’s now working for you.

Hi mikerimmer,

Your traceroute and ping and speed tests look fine.

Please could I have your Sure Signal serial number?

Thanks,

Simon

[triggers]

Well, - it was OK for 3 days..... this morning (Wednesday) the SS3 is back to Red 'Power' flashing,  and White  'Users' steady ON -, with no other lights at all,  - and of course, - no Vodafone! This is just ridiculous! Surely, one is not expeceted to do a full BT HH5 'reset', followed by a full system SS3 reset every few days, to obtain the contracted and previously working system? Any 'long-term' suggestions? Is it worth moving back to the HH4 - which I still have, and which worked fine? Thanks.

[ThómDunmow]

Your speed test results
Download: 67.36mbps  Upload: 15.94Mbps   Ping: 14ms

Your ping test results
Line Quality: B*   Ping: 35ms  Jitter: 6ms

Your external IP address
81.148.119.89

Your Sure Signal serial number

40133650032

Traceroute Results

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

 1  btbusinesshub (192.168.1.254)  6.622 ms  1.942 ms  1.589 ms

 2  host81-148-96-1.in-addr.btopenworld.com (81.148.96.1)  10.069 ms  9.613 ms  7.645 ms

 3  213.120.178.141 (213.120.178.141)  7.786 ms  7.889 ms  8.040 ms

 4  213.120.177.98 (213.120.177.98)  8.662 ms  8.496 ms  8.346 ms

 5  213.120.178.67 (213.120.178.67)  8.980 ms  8.692 ms  8.425 ms

 6  217.41.168.107 (217.41.168.107)  8.650 ms  9.515 ms  8.495 ms

 7  acc1-te0-4-0-11.l-far.21cn-ipp.bt.net (109.159.255.194)  8.985 ms

    109.159.249.106 (109.159.249.106)  10.447 ms

    acc1-10gige-0-0-0-4.l-far.21cn-ipp.bt.net (109.159.249.66)  8.899 ms

 8  core4-te0-0-0-27.faraday.ukcore.bt.net (109.159.249.57)  10.851 ms

    core3-te0-19-0-26.faraday.ukcore.bt.net (109.159.249.55)  9.087 ms

    core2-te0-7-0-16.faraday.ukcore.bt.net (109.159.249.9)  9.959 ms

 9  peer1-xe8-1-0.telehouse.ukcore.bt.net (109.159.254.181)  9.029 ms

    62.6.201.233 (62.6.201.233)  9.400 ms

    peer1-xe8-0-1.telehouse.ukcore.bt.net (109.159.254.175)  10.011 ms

10  lndgw2.arcor-ip.net (195.66.224.124)  12.229 ms  12.602 ms  14.137 ms

11  85.205.0.93 (85.205.0.93)  11.045 ms  12.264 ms  10.584 ms

12  * * *

13  * * *

14  * * *

15  * * *

16  * * *

17  * * *

18  * * *

19  * * *

20  * * *

21  * * *

22  * * *

23  * * *

24  * * *

[Quins]

Microsoft Windows [Version 6.0.6002] Copyright (c) 2006 Microsoft Corporation. All rights reserved. C:\Users\Admin> 212.183.133.177 '212.183.133.177' is not recognized as an internal or external command, operable program or batch file. C:\Users\Admin>

ping 54

download 2.36

ip address 85.210.116.73

please help, v internittent signal on phone blacberry curve 

regards

Danny

[Retired-Matt_B]

Hi Quins,

Could you please submit the traceroute again following the instructions below:

On a PC:

Click on Start and select Run

Type CMD into the Run box and press enter/click ok

A black box will appear.

In this box type tracert 212.183.133.177 press Enter

Paste the output of this command into your reply.

We'll also need your Sure Signal serial number.

This will help us get the quickest possible resolution for you.

Thanks,

Matt B