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

[LSPBaz]

Although I am a Virgin Media broadband customer, I am using a TP-link WDR4900 router. IPSec is enabled.

FYI, the sure signal doesn't work with the superhub either.

[Lancer300]

Hi Laura,

The IPSec is enabled and lastnight i spoke to someone in Customer Services they re sync it and it may take up to 6 hours.

This didnt work unforunately.

Thanks

Dan

[Retired-Sarah]

Hi everyone,

Please could you try the Sure Signal with a new Ethernet cable and in a different location.

Thanks,

Sarah

[LSPBaz]

Done that already.

This might be surprising, but I've been through previous resolution actions posted previously on this forum, but without success.

Please tell me somethong relevant from the "report" I was asked to produce. What did you glean from it?

[DaveCD]

Hi LSPBaz and Lancer300,

I can see that the Sure Signal has still not connected.

Please ensure that the following ports are opened:

Ports to be opened for forwarding

•          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)

IP addresses to be allowed on the router & firewall

•          212.183.133.177-179
•          212.183.133.181-182
•          212.183.131.128-191

I can see it's registered successfully, so once the above steps have been followed please perform a reset:

•          Unplug the ethernet cable from the Sure Signal
•          Locate the button on the base of the box next to the Ethernet ports
•          Press and hold the button for approximately 30 seconds
•          Once the lights come back on, release the button
•          Plug the cable back in
•          Allow around one hour for the Sure Signal to come back online.

DaveCD

[LSPBaz]

Thanks DaveCD for your efforts, but still nothing!!!!

Current status:

Powerlight: ON

Internet: Glowing/slow flashon and off

In service: Off

In use: Off

[Retired-Simon]

Hi LSPBaz,

Your Sure Signal shows as not connecting to the network at all since 20 June.

When did the Sure Signal stop working?

Thanks,

Simon

[LSPBaz]

In the early part of the year, my sure signal had started to become unreliable. As a result,  I switched from my android Samsung Note 2 back to an "old" Blackberry 9780 that was better at picking up a signal without the need of a sure signal. Recently the Blackberry stopped working, so I went back to the Samsung. This is when I noticed that the sure signal was no longer unreliable and had stopped connecting all together.

So, unfortunately, I cannot be specific about when it had stopped working. But 20th June sounds feasible.

[Lancer300]

Hi Sarah,

New location, new ethernet cable, different ISP's but still wont connect to Vodafone.

Tried to speak to Customer Technical Service was on hold from 1935hrs and at 1956hrs my call got disconnected i guess it was home time?!

Thanks

Dan

[Robsphone]

Hi,

Lets hope the info you ask for solves the problem. The sure signal has worked well over the past year but I have had a number of light variations the current is as per the thread.

Info asked for

Speed test download 3.30 upload 0.37

Ping 67ms

Jitter 7mIP address 81.153.171.30

Sure Signal Serial No. 40132748241

Tracenote result

Last login: Fri Sep 26 07:10:10 on console

unknown-b8-e8-56-4a-f0-6e:~ robertwalpole$ traceroute 212.183.133.177

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

 1  bthomehub (192.168.1.254)  3.763 ms  2.641 ms  2.472 ms

 2  esr17.kingston6.broadband.bt.net (217.47.159.140)  44.143 ms  43.120 ms  43.831 ms

 3  217.47.159.125 (217.47.159.125)  44.929 ms  45.193 ms  45.088 ms

 4  213.1.69.170 (213.1.69.170)  47.372 ms  46.361 ms  46.202 ms

 5  217.41.168.201 (217.41.168.201)  46.405 ms  46.790 ms  46.673 ms

 6  217.41.168.109 (217.41.168.109)  46.039 ms  47.006 ms  47.482 ms

 7  109.159.249.246 (109.159.249.246)  47.001 ms

    109.159.249.248 (109.159.249.248)  47.427 ms

    acc2-te0-0-0-21.l-far.21cn-ipp.bt.net (109.159.249.222)  46.491 ms

 8  core1-te0-0-0-14.faraday.ukcore.bt.net (109.159.249.169)  46.288 ms

    core1-te0-15-0-17.faraday.ukcore.bt.net (109.159.249.159)  47.075 ms

    core4-te0-10-0-27.faraday.ukcore.bt.net (109.159.255.201)  46.218 ms

 9  62.6.201.185 (62.6.201.185)  47.147 ms

    peer1-xe8-1-1.telehouse.ukcore.bt.net (109.159.254.191)  46.951 ms

    peer1-xe8-3-1.telehouse.ukcore.bt.net (213.121.193.109)  47.356 ms

10  lndgw2.arcor-ip.net (195.66.224.124)  50.078 ms  48.688 ms  49.055 ms

11  85.205.0.93 (85.205.0.93)  47.989 ms  49.081 ms  48.566 ms

12  * * *

13  * * *

14  * * *

Hope this helps

Regards

Rob Walpole