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

[Sha12]

Please help. Sure signal has been working fine for a year and now has stopped.

these are the details you wanted

Speed test download 23.10 upload 6.62

IP address 81.132.113.97

IPV6 address::ffff:5184:7161

Serial no 40132322450

Ping test 192ms

Microsoft Windows [Version 6.1.7601] Copyright (c) 2009 Microsoft Corporation. All rights reserved. C:\Users\prumble>tracert 212.183.133.177 Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177] over a maximum of 30 hops: 1 6 ms 1 ms 1 ms BThomehub.home [192.168.1.254] 2 * * * Request timed out. 3 * * * Request timed out. 4 20 ms 19 ms 20 ms 31.55.187.216 5 22 ms 21 ms 20 ms core3-hu0-1-0-0.faraday.ukcore.bt.net [195.99.12 7.32] 6 21 ms 70 ms 21 ms peer1-xe8-0-0.telehouse.ukcore.bt.net [109.159.2 54.173] 7 23 ms 21 ms 22 ms lndgw2.arcor-ip.net [195.66.224.124] 8 24 ms 22 ms 23 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. Trace complete. C:\Users\prumble>

Plese help

Regards

Sharon

[Sha12]

I changed the supplied Ethernet cable to one of our own and it is now working!

[SureSignal7]

And another one NOT working.

I have spent two days trying to set the Sure Signal up and, in my experience, it isn't plug-n-play!

I look forward to recieving some assitance ASAP.

Here are my stats:-

Speed - Download 33.26Mbps / Upload 4.50Mps

Ping Test: 38ms / Jitter: 2ms / Line Quality B*

IP Address: 82.70.253.86

Sure Signal: 40133860987

Trace Route:

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 my.router [192.168.1.1] 2 26 ms 26 ms 26 ms losubs.subs.dsl2.wh-man.zen.net.uk [62.3.87.147] 3 81 ms 27 ms 27 ms ge-2-1-0-164.cr1.wh-man.zen.co.uk [62.3.87.165] 4 34 ms 34 ms 35 ms ge-3-0-0-0.cr2.th-lon.zen.net.uk [62.3.80.45] 5 34 ms 37 ms 36 ms ldngw1.arcor-ip.net [195.66.224.209] 6 35 ms 35 ms 34 ms 85.205.0.93 7 * * * Request timed out. 8 * * * Request timed out. 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. Trace complete.

[0scar]

hi ,

My Sure signal box has not been working for the pass 6 weeks now. Tech support treating a technical user like somewho does not know how to use a " computer mouse". my house hold contains 5 vodafone contracts including business plans. at this moment in time they all useless as we are in mobile signal blackspot.

i have been using suresignal for pass 2+ years. last year had issues with the box so it was replaced which worked straight away. after multiple calls i am waiting for enovople so it can be replaced/repair ( which i suggeted on my first call to VF).

i have tried connecting to differnt location with DIffernt ISP.  stll same sequence of lights.

MY ISP : BT Infinity

download speed : 28.36 Mbps

upload speed: 5.22 Mbps

external ip : 86.129.0.192

serial number : 40124243565 version 3

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

1 2 ms 1 ms 1 ms BTHomeHub.home [192.168.10.254]
2 15 ms 15 ms 14 ms 217.32.146.165
3 15 ms 17 ms 16 ms 217.32.146.190
4 16 ms 15 ms 16 ms 217.32.147.218
5 22 ms 15 ms 15 ms 213.120.178.69
6 16 ms 17 ms 16 ms 217.41.168.109
7 16 ms 18 ms 16 ms 109.159.249.250
8 24 ms 18 ms 17 ms core3-te0-0-0-21.faraday.ukcore.bt.net [109.159.
249.171]
9 19 ms 16 ms 16 ms host213-121-193-137.ukcore.bt.net [213.121.193.1
37]
10 20 ms 19 ms 19 ms lndgw2.arcor-ip.net [195.66.224.124]
11 24 ms 21 ms 18 ms 85.205.0.86
12 * * * *

Can you check if you can see sure signal traffic hiting VF gateway?

before you guys ask me same question about ports/cable/etc dont. as i said its been weeks since i am trying get this fixed.

i think i speak for all the customers here. we do need some solution or where the problem lies. this is getting unacceptable. 

thanks,

[Retired-Matt_B]

Hello everyone,

There was a known fault with Sure Signal's that was resolved last week.

Please follow the advice here and it should resolve the problems you're facing.

Thanks,

Matt B

[patrick_keys]

Hi Matt_B

That's not very helpful - most of us here have already followed these instructions this week, yet the problem remains. It has existed for years, not months or days - and yet Vodafone still refuses to lift a finger to assist long-suffering customers. Please stop assuming that last week's fix will remedy every outstanding issue.

Perhaps you'd like to tell us exactly what was fixed last week, and how it was affecting connectivity?

[0scar]

HI matt_B,

that did not help on the first day of reporting the issue ( 6 weeks ago). and it will not help now.

by the sound of the advise i have been reading and receiving since first case raise. VF do not have a clue of what is going on regards to this issue soo many customers are facing. 

also why the gateway ip which sure signal box needs to connect to in based in germany ? . surely uk users should have uk servers? which will improve latency, since we are going to making voice calls (needs good latency).

thanks,

[jonesIT]

Hi,

I have received two new VSS which do not work. I have one existing VSS on this network that does work. Both new VSS exhibit the same problem, just the flashing red with the two solid lights on the right.

Speed

Down: 7Mbps

Up: 6.5Mbps

Ping Test

Ping: 16ms

Jitter: 4ms

IP: 194.247.247.46

Serial 1: 42143153817

Serial 2: 42143153809

Tracert result:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 40 byte packets
 1  194.247.247.45 (194.247.247.45)  3.399 ms  3.020 ms  3.115 ms
 2  host-78-151-225-153.static.as13285.net (78.151.225.153)  4.106 ms  3.992 ms  3.980 ms
 3  host-78-151-225-152.static.as13285.net (78.151.225.152)  4.611 ms host-78-151-228-41.as13285.net (78.151.228.41)  4.647ms xe-10-0-0-rt002.bre.as13285.net (78.151.225.40)  4.389 ms
 4  host-78-144-8-209.as13285.net (78.144.8.209)  5.321 ms host-78-144-8-223.as13285.net (78.144.8.223)  5.129 ms host-78-144-8-217.as13285.net (78.144.8.217)  5.067 ms
 5  host-78-144-10-40.as13285.net (78.144.10.40)  11.078 ms host-78-144-11-113.as13285.net (78.144.11.113)  10.954 ms host-78-144-10-52.as13285.net (78.144.10.52)  11.455 ms
 6  lndgw2.arcor-ip.net (195.66.224.124)  11.963 ms 85.205.0.86 (85.205.0.86)  12.723 ms  12.487 ms
 7  * * 85.205.0.86 (85.205.0.86)  12.955 ms
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[SureSignal7]

Matt B - as others have said, that DID NOT resolve my issue.

Telling someone to turn something off and turn it back on is not technical support.

As before, here is the information asked for at the beginning of the thread and whilst I am not an IT expert, it would seem you have an issue with the Sure Signal device connecting with: cluster4.vap.vodafone.co.uk [212.183.133.177] Can you please explain why that is!!!

SureSignal7 Posts: 1 Registered: ‎06-10-2014 ‎07-10-2014 09:29 AM Re: Version 3 VSS Lights (Power - flashing, Internet - off, In Service - orange, In Use - orange) Options And another one NOT working. I have spent two days trying to set the Sure Signal up and, in my experience, it isn't plug-n-play! I look forward to recieving some assitance ASAP. Here are my stats:- Speed - Download 33.26Mbps / Upload 4.50Mps Ping Test: 38ms / Jitter: 2ms / Line Quality B* IP Address: 82.70.253.86 Sure Signal: 40133860987 Trace Route: 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 my.router [192.168.1.1] 2 26 ms 26 ms 26 ms losubs.subs.dsl2.wh-man.zen.net.uk [62.3.87.147] 3 81 ms 27 ms 27 ms ge-2-1-0-164.cr1.wh-man.zen.co.uk [62.3.87.165] 4 34 ms 34 ms 35 ms ge-3-0-0-0.cr2.th-lon.zen.net.uk [62.3.80.45] 5 34 ms 37 ms 36 ms ldngw1.arcor-ip.net [195.66.224.209] 6 35 ms 35 ms 34 ms 85.205.0.93 7 * * * Request timed out. 8 * * * Request timed out. 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. Trace complete.

[grolschuk]

jonesIT - if you were to turn the working one off, and then one of the new ones on (giving it time to download and configure itself) does it work? There may be a restriction in your router that is only happy allowing one voice tunnel through.

SS7 - what router do you have? Some need tweaking to allow the encrypted voice tunnel to be created. The tracert looks ok from what I can tell.