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

[roms]

V3 hasn't been working for several weeks. Called and was told my speed to slow, however, the speed is same as it's always been and have had the sure signal working for a long time at that speed.

Speed test result download 2.20 upload .57

Ping 39 Jitter 10

External IP ad 146.199.97.212

Microsoft Windows [Version 6.2.9200]
(c) 2012 Microsoft Corporation. All rights reserved.

C:\Users\Romy>212.183.133.177
'212.183.133.177' is not recognized as an internal or external command,
operable program or batch file.

C:\Users\Romy>tracert 212.183.133.177

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

1 55 ms 99 ms 97 ms dsldevice.lan [192.168.1.254]
2 17 ms 17 ms 19 ms lo0.10.Central10.ptn-bng02.plus.net [195.166.130
.190]
3 17 ms 42 ms 18 ms irb.10.PTW-CR01.plus.net [84.93.249.1]
4 20 ms 19 ms 19 ms lndgw2.arcor-ip.net [195.66.224.124]
5 20 ms 19 ms 20 ms 85.205.0.93
6 * * * Request timed out.
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.

[arukDave]

@roms

Your external IP address (146.199.97.212) is showing as NOT being within the UK.

You need to talk to your ISP (Plus Net) about that.

Use the RIPE database query facility at:-

https://apps.db.ripe.net/search/query.html?   (Scroll down to the input field)

to check your IP address yourself.

Regards.

Dave Baxter

(NOT part of Vodafone.)

[Mustardears]

Contact us. Who is us? How? Customer Service by phone?

[JamesThompson]

hi

been having problems with my sure signal v3 for about a week now could you help please.

many thanks

Last login: Tue Nov 18 19:43:36 on console

jamesthpsonsmbp:~ JamesT$ traceroute 212.183.133.177

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

 1  dsldevice (192.168.1.254)  4.596 ms  1.630 ms  3.752 ms

 2  lo0.10.central10.ptn-bng01.plus.net (195.166.128.228)  13.420 ms  14.715 ms  17.162 ms

 3  irb.10.ptw-cr01.plus.net (84.93.249.1)  14.730 ms  14.255 ms

    irb.10.ptw-cr02.plus.net (84.93.249.2)  15.287 ms

 4  ae2.ptw-cr01.plus.net (195.166.129.4)  45.430 ms  15.128 ms

    lndgw2.arcor-ip.net (195.66.224.124)  18.945 ms

 5  85.205.0.86 (85.205.0.86)  15.887 ms

    lndgw2.arcor-ip.net (195.66.224.124)  19.578 ms  19.270 ms

 6  * 85.205.0.86 (85.205.0.86)  18.600 ms *

 7  * * *

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jamesthpsonsmbp:~ JamesT$

[gravityisahat]

I have upgraded to bt infinity and since then my SS has not been able to connect. I have followed all the advice on this forum and others opening ports, clamping, etc etc. I have also had telephone help from Vodafone. Everyone has done their best to help but I still have no SS despite have had a consistent connection prior to the upgrade. I note there is some contradictory advice regarding compatible upload speeds. Some posts seem to support relatively slow upload speeds less than 0.75mbits other posts suggest that the minimum acceptable upload speed is 1.5mbits. Please could a vodaphone specialist provide a definitive answer.

[mjl42]

I have had this issue for several days.  The device seemed to be working fine beforehand, not sure what has caused this change.  Device is registered on my account according to my account

Details as requested are:

• Speed test results:  
  • Ping 31ms/ upload 26.21mbps / download 16.67mbps
• Ping test results: Ping 41ms, Jitter 17ms
• External IP address:
  • IP 146.200.14.202
  • IPv6 ::ffff:92c8:eca
• Sure Signal serial number: 42143150920
• The results of a traceroute:

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

1 dsldevice.lan (192.168.1.254) 4.741 ms 1.931 ms 1.354 ms

2 lo0.10.central10.ptw-bng01.plus.net (195.166.128.170) 22.131 ms 22.721 ms 23.027 ms

3 irb.10.ptw-cr01.plus.net (84.93.249.1) 22.591 ms 22.032 ms

   irb.10.ptw-cr02.plus.net (84.93.249.2) 22.857 ms

4 ae2.ptw-cr01.plus.net (195.166.129.4) 22.143 ms 21.939 ms

   lndgw2.arcor-ip.net (195.66.224.124) 26.232 ms

5 lndgw2.arcor-ip.net (195.66.224.124) 24.905 ms 24.606 ms

   85.205.0.86 (85.205.0.86) 34.893 ms

6 * * *

7 * * *

8 * * *

9 * * *

10 * * *

11 * * *

12 * * *

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16 * * *

17 * * *

18 * * *

19 * * *

20 * * *

21 * * *

22 * * *

23 * * *

24 * * *

25 * * *

26 * * dsldevice.lan (192.168.1.254) 2.486 ms !H

27 dsldevice.lan (192.168.1.254) 1.378 ms !H 1.348 ms !H 1.297 ms !H

[arukDave]

@mjl42

Search the RIPE database for your public IP, and you'll find it says you are not part of the UK, only part of the EU.

        https://apps.db.ripe.net/search/query.html

Vodafone REQUIRE your IP to be listed as within the UK.   You must call your ISP (Plus Net again) to resolve this.  Explain to them you *NEED* a UK IP address, for the Sure Signal service to work.  Absolutely no choice in the matter.   They (Plus Net) should be able to sort that out.

The "Problem" was probably caused by your router restarting for some reason, and getting a "new" IP from your ISP.

Regards.

Dave Baxter.

(NOT part of Vodafone)

[neilbamboo]

Ping 28ms

Down 36.70 mps

Up 9.46 mps

81.134.5.60

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

C:\Users\neilw>tracert 212.183.133.177

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

  1    25 ms     1 ms     1 ms  BTBusinessHub.home [172.16.0.1]
  2    20 ms    20 ms    20 ms  host81-148-0-1.in-addr.btopenworld.com [81.148.0
.1]
  3    23 ms    23 ms    22 ms  213.120.178.141
  4    26 ms    24 ms    25 ms  213.120.177.98
  5    25 ms    24 ms    26 ms  217.41.168.173
  6    23 ms    23 ms    23 ms  217.41.168.107
  7    25 ms    23 ms    23 ms  acc1-te0-0-0-20.l-far.21cn-ipp.bt.net [109.159.2
49.92]
  8    27 ms    23 ms    23 ms  core3-te0-19-0-19.faraday.ukcore.bt.net [109.159
.249.37]
  9    21 ms    21 ms    24 ms  peer1-xe8-0-1.telehouse.ukcore.bt.net [109.159.2
54.175]
 10    26 ms    27 ms    27 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    26 ms    25 ms    25 ms  85.205.0.93
 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\neilw>

[BenOpie]

Sure Signal was working fine until a few weeks ago. Now all I get is Power - flashing, Internet - off, In Service - orange, In Use - orange. I've tried, rebooting and restetting many many times but nothing working.

• Your speed test results  DLS - 18.27Mbps ULS - 1.06Mbps
  
• Your ping test results 32ms
  
• Your external IP address 146.200.56.191
  
• Your Sure Signal serial number 40134703152
  
• The results of a traceroute:

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

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  dsldevice.lan [192.168.1.254]
  2    22 ms    22 ms    22 ms  lo0.10.central10.ptw-bng01.plus.net [195.166.128
.170]
  3    22 ms    29 ms    21 ms  irb.10.PTW-CR01.plus.net [84.93.249.1]
  4    25 ms    90 ms    23 ms  lndgw2.arcor-ip.net [195.66.224.124]
  5    24 ms    23 ms    23 ms  85.205.0.93
  6     *        *        *     Request timed out.
  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.

[Brianatshamba]

Loss of VSS function occurred two days ago and attempts to reset have not worked.

I hope the data below will assist you you diagnosing/solving the problem:

Speed Test:    4.14 and 0.95

Ping Test:       32ms and Jitter 2ms

External IP Address:     146.199.205.119

VSS S/N:       4214 1224 503

Tracert:

Tracing route to 212.183.133.181 over a maximum of 30 hops

  1     8 ms   107 ms    91 ms  dsldevice.lan [192.168.1.254]

  2    28 ms    28 ms    28 ms  lo0.10.Central10.ptw-bng02.plus.net [195.166.130

.203]

  3    29 ms    57 ms    28 ms  irb.10.PTW-CR01.plus.net [84.93.249.1]

  4    31 ms    31 ms    31 ms  lndgw2.arcor-ip.net [195.66.224.124]

  5    39 ms    30 ms    30 ms  85.205.0.93

  6     *        *        *     Request timed out.

  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.

Brian