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]

Matt. As I've explained before. There are no other devices plugged into the router and my ISP has changed nothing since everything worked fine Its now been a month and replying every 2 days covering ground that has already been discussed just adds to my frustration. Come on Vidafone. There are so many people with this issue which you're not resolving. When are you going to take some responsibilty and accept that its your product that's faulty and genuinely fix them?

[bigviv]

Hi, I'm having the same issue with BT Homehub 5, I have opened the ports and routed them to the SS, however I cannot figure out how to allow ip addresses.

I never had problems until about a month back so I'm wondering what's changed...

I had a 3 mobile device which was simply plug and play, no need to mess around with the device

[mike07]

speed test 35 down 6up 

ping 21 ms 0 jitter 
 IP   =217.41.65.173

serial number is  40134641998

route race falls over:

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 [192.168.0.254]
  2    18 ms    18 ms    17 ms  host81-148-32-1.in-addr.btopenworld.com [81.148.
32.1]
  3    18 ms    18 ms    18 ms  213.120.178.141
  4    19 ms    19 ms    19 ms  213.120.177.98
  5    18 ms    19 ms    18 ms  217.41.168.181
  6    19 ms    19 ms    18 ms  217.41.168.107
  7    18 ms    18 ms    18 ms  109.159.249.68
  8    18 ms    18 ms    19 ms  core4-te0-10-0-18.faraday.ukcore.bt.net [109.159
.249.9]
  9    19 ms    19 ms    19 ms  peer1-xe8-1-1.telehouse.ukcore.bt.net [109.159.2
54.191]
 10    20 ms    23 ms    23 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    21 ms    20 ms    20 ms  85.205.0.86
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.

[macszop]

Dear Support,

my details:

I've reset device but problem still existing.

My details: Serial number: 42142809005

tracert 212.183.133.177

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

1 9 ms 6 ms 13 ms host81-148-96-1.in-addr.btopenworld.com [81.148.
96.1]
2 63 ms 10 ms 12 ms 213.120.178.141
3 14 ms 17 ms 10 ms 213.120.177.98
4 8 ms 10 ms 17 ms 217.41.168.33
5 7 ms 14 ms 11 ms 217.41.168.107
6 10 ms 9 ms 8 ms acc1-te0-0-0-13.l-far.21cn-ipp.bt.net [109.159.2
49.86]
7 12 ms 7 ms 8 ms core3-te0-12-0-19.faraday.ukcore.bt.net [109.159
.249.31]
8 9 ms 9 ms 8 ms peer1-xe8-2-1.telehouse.ukcore.bt.net [213.121.1
93.137]
9 20 ms 14 ms 14 ms lndgw2.arcor-ip.net [195.66.224.124]
10 11 ms 10 ms 11 ms 85.205.0.93
11 * * * Request timed out.
12 * * ihotdesk-ukAP.ihotdesk.local [192.168.1.113] reports: De
stination host unreachable.

Trace complete.

speedtest:
ping 10ms Dow: 19.57 up:0.87

IP address: 81.149.136.3

I've openned ports on firewall.

BT line is connected to router: buisness hub 3  s/n:nq41962260

could you check if everything is ok from your side?

Thank,

Maciej

[gravityisahat]

Bigviv - I am not technical just another frustrated user but I don't think it is possible to control the ip addresses passing through the BT Router - I think all IP addresses have default acess. Someone more technical may wish to advise on this but like you I cannot see any way of setting this on the BT business hub 5. I sense the only solution to this issue is to replace hub 5 with a VSS compatible router but to be frank I would not have no idea how to set it up or what to buy? Does anyone have experience of this and can advise. I must admit I feel inclined to send the bill to Vodafone!

[bigviv]

Mine has suddenly started working. Managed to have an hour long conversation last night without it dropping.

However, not all phones which are registered are working, only the one which the sure signal is registered under...

Any reason that might happen?

[westone323]

I have the same problem described at the start of this post. My sure signal went wrong after a network error caused at plusnets end.

DL speed: 13.89mb

UL speed: 1.02mb

Ping test:

http://www.pingtest.net/result/111783578.png

IP: 146.200.134.181

Suresignal SN: 42142822727

C:\Users\Bob>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 dsldevice.lan [192.168.1.254]
2 26 ms 27 ms 25 ms lo0.10.central10.ptn-bng01.plus.net [195.166.128
.228]
3 75 ms 26 ms 25 ms irb.10.PTW-CR02.plus.net [84.93.249.2]
4 26 ms 25 ms 25 ms ae2.ptw-cr01.plus.net [195.166.129.4]
5 29 ms 26 ms 27 ms lndgw2.arcor-ip.net [195.66.224.124]
6 28 ms 27 ms 27 ms 85.205.0.86
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.

I have tried resetting the suresignal but the same lights light up after it has booted up so not getting any where. I have also deregistered and then registered the device again to see if the network outage had caused the registration details to get lost but still the same. 

Any help would be appreciated thanks.

[simongv]

Got the same problem, multiple resets haven't worked.  This has been working fine for months.  We had a few power cuts one evening which seems to have upset it.

• 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

Speed test:  Ping 16ms, Download 41.71 Mbps, upload 17.45 Mbps

Ping test:  Grade B*, Ping 29ms, jitter 1ms

external IP:  86.176.118.142

Serial Number:  40131008480

Traceroute:

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 BThomehub.home [192.168.1.254]
2 7 ms 7 ms 7 ms 217.32.141.129
3 7 ms 7 ms 7 ms 217.32.141.174
4 10 ms 10 ms 10 ms 212.140.235.74
5 10 ms 10 ms 10 ms 31.55.164.151
6 10 ms 10 ms 10 ms 31.55.164.109
7 10 ms 11 ms 10 ms 109.159.248.193
8 19 ms 14 ms 15 ms core1-te0-15-0-16.ilford.ukcore.bt.net [109.159.248.168]
9 15 ms 17 ms 14 ms core2-pos7-1.bletchley.ukcore.bt.net [194.72.31.137]
10 44 ms 19 ms 18 ms lndgw2.arcor-ip.net [195.66.224.124]
11 17 ms * 16 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.

[mike07]

hi,  have been told by BT that Fibre PPPOE does not work with Vodafone Sure Signal, is this true?

[gravityisahat]

That has been exactly my experience at least with BT business hub 5