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

[Mustardears]

Simon, Mat has suggested that I contact you direct but to day what? Contact who? You have all the information I can give you. You have my email address and home telephone number if you can think of anything that can be tried. I've spent £100 and have a plug that's not fit for purpose. I'm prepared to try anything within my ability to help fix your faulty product but unfortunately I've nothing to add to what I've already supplied. Maybe Vidafone could come up with a fix rather than ask me to contact ?????? Who will undoubtably the same questions.

[chipmaybury]

My VSS3 worked fine before I changed my broadband provider.

I am still using the same router with the same open ports.

Vodafone telephone support keep sending me in circles.

Light 1 is flashing red and lights 3 & 4 are solid orange even after reset.

DOWNLOAD SPEED: 31.93
UPLOAD SPEED: 8:31
WAN IP ADDRESS: 78.33.250.186

VSS3 SERIAL: 40132113743

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     8 ms     7 ms  Vigor.router [192.168.1.1]
  2    21 ms    17 ms    17 ms  lns11.inx.dsl.enta.net [188.39.1.2]
  3    21 ms    17 ms    15 ms  te3-1.inx.dist.dsl.enta.net [188.39.1.1]
  4    15 ms    14 ms    18 ms  te2-2.interxion.dsl.enta.net [78.33.141.89]
  5    17 ms    17 ms    17 ms  te2-3.interxion.core.enta.net [87.127.236.209]
  6    17 ms    17 ms    18 ms  te4-2.telehouse-east.core.enta.net [188.39.127.7
6]
  7    17 ms    17 ms    17 ms  te0-0-2-2.telehouse-east3.core.enta.net [188.39.
127.131]
  8    27 ms    29 ms    27 ms  lndgw2.arcor-ip.net [195.66.224.124]
  9    20 ms    19 ms    17 ms  85.205.0.93
 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.

Please can someone help?

[efletcher]

My Sure Signal is not working

Speed test: Ping - 24ms, Download speed 7.13Mbps, Upload speed 0.82Mbps

Ping Result: Ping - 23ms, Jitter - 1ms

External IP: 81.149.122.82

Sure Signal Serial: 42143532275

Traceroute: Last login: Tue Nov 18 18:16:25 on console
traceroute 212.183.133.177Ewans-iMac:~ ewanfletcher$ traceroute 212.183.133.177
traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 192.168.15.1 (192.168.15.1) 1.091 ms 0.301 ms 0.257 ms
2 host81-148-64-1.in-addr.btopenworld.com (81.148.64.1) 18.645 ms 18.247 ms 17.830 ms
3 213.120.178.141 (213.120.178.141) 18.733 ms 20.704 ms 18.741 ms
4 213.120.177.98 (213.120.177.98) 18.070 ms 18.515 ms 18.447 ms
5 217.41.168.41 (217.41.168.41) 18.653 ms 18.126 ms 18.214 ms
6 217.41.168.107 (217.41.168.107) 18.954 ms 19.251 ms 19.811 ms
7 acc1-10gige-0-0-0-4.l-far.21cn-ipp.bt.net (109.159.249.66) 19.079 ms
109.159.249.106 (109.159.249.106) 18.467 ms
acc1-10gige-0-1-0-5.l-far.21cn-ipp.bt.net (109.159.249.82) 18.460 ms
8 core4-te0-0-0-26.faraday.ukcore.bt.net (109.159.249.57) 18.419 ms
core3-te0-10-0-18.faraday.ukcore.bt.net (109.159.249.19) 19.040 ms
core4-te0-12-0-18.faraday.ukcore.bt.net (109.159.249.17) 18.429 ms
9 62.6.201.187 (62.6.201.187) 19.165 ms
peer1-xe8-0-1.telehouse.ukcore.bt.net (109.159.254.175) 42.455 ms
peer1-xe8-1-0.telehouse.ukcore.bt.net (109.159.254.181) 21.029 ms
10 lndgw2.arcor-ip.net (195.66.224.124) 21.208 ms 23.712 ms 22.429 ms
11 85.205.0.93 (85.205.0.93) 20.649 ms 20.345 ms 19.768 ms
12

[StuD]

Hi,

I'm having the "Power Light - flashing/Internet off/In Service - orange/In Use - orange" problem.

Here are my details:

Speed test: Upload - 21.69Mbps / Download - 52.53Mbps

Ping: 6ms / Jitter: 1ms

IP: 109.246.137.39

Serial No: 42143512947

Traceroute:

1     <1ms     <1ms     <1ms     192.168.1.1

2     <1ms     <1ms     <1ms     login.keycom.co.uk [109.246.137.1]

3       2ms      20ms       2ms    109.246.33.161

4      20ms      2ms        2ms    109.246.32.65

5       2ms       2ms        2ms    109.246.46.147

6      10ms      2ms        2ms     81.25.207.109

7       2ms       2ms        2ms     ae-0.vodafone.londen03.uk.bb.gin.ntt.net [129.250.66.46]

8       2ms       2ms        2ms     ae22-xcrl.lns.cw.net [195.2.30.61]

9       *            *             *          Request timed out.

10.....

Internet Provider - MediaForce/Keycom

Please let me know if you need any further details.

Thanks

[DaveCD]

@StuD 

All the checks look good, however the light sequence indicates that the Sure Signal failed to authenticate onto the network.

Please restart the Sure Signal by holding the reset button for 20 seconds (until powered off) and then turning back on.

@bigviv and @neilbamboo 

I can't see anything wrong with the information you've provided. Please confirm which version of the BT HomeHub your using.

Please ensure that the following ports are open:

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

• 183.133.177-179
• 183.133.181-182
• 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.

If you're still having issues, please try this at another location (preferably a different ISP) such as at a friend or families.

@roms and @Mustardears 

The speed could be the reason you're facing difficulties. Please ensure that the Sure Signal is set as a high priority within your router settings.

Please remove any other devices connected to the router, and add these back one at a time until you see the same problems.

@chipmaybury 

Thanks for letting us know that this is now up and running.

 @sidpr 

We can take a look at this for you, contact our Live help team.

If they're not there straight away, sit tight and an advisor will be with you as soon as they're available.

@jvillani 

I can see that the Sure Signal is connected and traffic is passing. It's also on the latest firmware.

Please confirm the light sequence you're seeing.

I would also recommend trying this at another location such as a friend or family members to rule out a fault at the connection.

@JamesThompson 

Please provide the Sure Signal serial number and confirm the lights you're seeing.

@gravityisahat 

In order for a Sure Signal to function at it's best it requires a download of 2.13mbps for each call and an upload of 1mbps.

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

VSS Traceroute command

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.

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

@mjl42 

It would appear that the IP address is not a UK registered one and this is required for the Sure Signal to work.

Please contact your ISP.

DaveCD

[gravityisahat]

Download speed 19.18

Upload 1.02

Ping 21 ms

jitter 1ms

Unable to test packet loss

External Ip 81.136.203.155

Serial 40124206745

Microsoft Windows [Version 6.1.7601]

Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\newellc>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 BTBusinessHub.home [192.168.1.254]

2   12 ms   12 ms   12 ms host81-134-80-1.in-addr.btopenworld.com [81.134.

80.1]

3   11 ms   11 ms   11 ms 213.120.182.141

4   13 ms   13 ms   12 ms 213.120.161.82

5   12 ms   13 ms   12 ms 31.55.164.185

6   13 ms   13 ms   13 ms 31.55.164.107

7   13 ms   12 ms   13 ms 109.159.248.85

8   19 ms   20 ms   17 ms core2-te0-3-0-3.ealing.ukcore.bt.net [109.159.24

8.150]

9   17 ms   19 ms   17 ms core1-pos7-0.bletchley.ukcore.bt.net [194.72.31.

145]

10   20 ms   18 ms   18 ms lndgw2.arcor-ip.net [195.66.224.124]

11   19 ms   20 ms   18 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.

[Mustardears]

Hi Dave, How do I access my router settings? I have nothing else plugged into the router. Why would the SS now not tolerate these speeds when they have run perfectly well for the last 7years on far lower speeds?

[gravityisahat]

I agree this is the crucial question that needs to be answered. A number of us have VSS units that have run perfectly well at lower speeds and without the number of tweaks now being suggested as critical. What has changed on the Vodaphone network that has led to this situation? When are Vodaphone going to make it possible for those of us who are not IT professionals to have a functioning peice of equipment again? It really is very frustrating.

[mjl42]

Thanks Dave CD

Not sure what has happened but my Sure Signal has started working again.  My IP address is now 87.115.20.116 so assume my ISP must have changed it.

Thanks again

[JamesThompson]

Serial number is 42141229387

Lights are power flashing, internet is off and two solid orange lights

Thanks
James