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

[Ellis_VF]

Hi Everybody

Just to let you know that we are aware of an issue that has potentially been affecting customers with Sure Signal boxes who also use Plusnet.

It was confirmed that network changes implemented overnight on the 16^th December were the cause of these issues, These updates caused a problem with blocked ports and this has now been confirmed as resolved.

If you are experiencing any further issues related to this then please let us know.

[_Elvis_]

I am a PlusNet customer who reported in yesterday that I had a connection issue. However despite the changes taking place at PlusNet, I still cannot connect with my SS.

My SS behaves differently though, most of the time I have a solid power light and a flashing internet light. Sometimes the SS restarts itself. Very occasionally I get more lights sometimes white sometimes orange but not for long.

Latest details as follows.

Speed test: 4.65Mbps up / 0.89Mbps down

Ping test: 0% loss, Ping: 39ms Jitter: 9ms

IP address: 84.92.191.77

SS number: 40123300283

Traceroute result:

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

 1  phar (192.168.1.254)  0.879 ms  0.582 ms  0.518 ms

 2  lo0-central10.ptw-ag04.plus.net (195.166.128.194)  15.151 ms  11.926 ms  11.302 ms

 3  link-a-central10.ptw-gw01.plus.net (212.159.2.156)  11.638 ms  11.441 ms  11.231 ms

 4  xe-7-2-0.ptw-cr01.plus.net (212.159.0.252)  10.939 ms  10.967 ms  10.460 ms

 5  lndgw2.arcor-ip.net (195.66.224.124)  16.119 ms  12.689 ms  15.871 ms

 6  85.205.0.86 (85.205.0.86)  12.472 ms  12.668 ms  12.632 ms

 7  * * *

 8  * * *

 9  * * *

I've restarted my router multiple times, I've restared my SS many times - further advice appreciated.

[jamiedyeruk]

i still have issues im on BT and it started not working yesterday

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

1 3 ms 1 ms 1 ms BThomehub.home [192.168.1.254]
2 * * * Request timed out.
3 * * 11 ms 31.55.187.133
4 11 ms 11 ms 11 ms 31.55.187.140
5 15 ms 15 ms 15 ms 195.99.127.0
6 11 ms 11 ms 11 ms peer1-xe1-1-0.telehouse.ukcore.bt.net [109.159.2
54.134]
7 16 ms 14 ms 48 ms lndgw2.arcor-ip.net [195.66.224.124]
8 15 ms 13 ms 13 ms 85.205.0.93
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\Jamie>

[pjhodge]

Fixed - I assume Plusnet have solved network issue

[ruggle180]

Hi

Ive had this sure signal for quite a while now and this is the first time that a reset hasnt fixed any problems.

Here is the information you required.

Speed test:

Download: 33.64 Mbps

Upload: 7.78 Mbps

Ping: 17ms

Ping test:

Ping: 19ms

Jitter: 2ms

External Ip Address:

165.120.14.103

Sure Signal Ser No:

40134921168

Traceroute results:

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 * * * Request timed out.
3 * * 15 ms 31.55.187.129
4 16 ms 15 ms 15 ms 31.55.187.168
5 18 ms 15 ms 23 ms 195.99.127.0
6 17 ms 17 ms 16 ms peer1-xe3-1-1.telehouse.ukcore.bt.net [109.159.2
54.217]
7 19 ms 19 ms 67 ms lndgw2.arcor-ip.net [195.66.224.124]
8 19 ms 18 ms 18 ms 85.205.0.93
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.

Look forward to your replay

Russ Haynes

[dws199]

Hi

My SS is still not working after you supposedly added my IP to your white list. I have since reset the device and double checked that I'm still on the same IP.

Please can you help me resolve this issue ASAP

Thanks

[jonmayne64]

Hi

My old Sure Signal serial no 40130433762 was working fine until about 2 weeks ago and since then it has been stuck in Power - flashing, Internet - off, In Service - orange, In Use - orange despite numerous attempts to reboot and restart the home hub.  I recently swapped the Sure Signal to the one below but with the same result.  Test results below.

I look forward to your help,

Jon.

Speed Test:

Download 37.16Mb/s

Upload 6.75Mb/s

Ping 19ms

Ping Test:

Ping 22ms

Jitter 3ms

External IP Address:

165.120.60.99

Sure Signal Ser No:

42144414168

Traceroute Result:

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

C:\Users\Jon>tracert 212.83.133.177

Tracing route to 212-83-133-177.rev.poneytelecom.eu [212.83.133.177]
over a maximum of 30 hops:

  1  1364 ms     1 ms     1 ms  BThomehub.home [192.168.1.254]
  2     *        *        *     Request timed out.
  3     *       18 ms     *     31.55.187.133
  4    19 ms    18 ms    18 ms  31.55.187.140
  5    30 ms    30 ms    26 ms  195.99.127.0
  6    19 ms    19 ms    19 ms  peer4-te0-1-0-5.telehouse.ukcore.bt.net [109.159
.255.97]
  7    18 ms    19 ms    19 ms  166-49-211-248.eu.bt.net [166.49.211.248]
  8    21 ms    20 ms    19 ms  ix-5-1-2-0.tcore2.LDN-London.as6453.net [195.219
.83.33]
  9    36 ms    37 ms    36 ms  if-15-2.tcore2.L78-London.as6453.net [80.231.131
.117]
 10    36 ms    36 ms    36 ms  if-2-2.tcore1.L78-London.as6453.net [80.231.131.
2]
 11    36 ms    36 ms    36 ms  if-3-6.tcore1.PYE-Paris.as6453.net [80.231.130.8
6]
 12    36 ms    36 ms    36 ms  if-2-2.tcore1.PVU-Paris.as6453.net [80.231.154.1
7]
 13    38 ms    36 ms    35 ms  if-34-2.thar1.VI8-Vitry-Sur-Seine.as6453.net [80
.231.153.58]
 14    28 ms    49 ms    27 ms  5.23.24.6
 15    29 ms    27 ms    27 ms  195.154.1.65
 16    29 ms    27 ms    29 ms  212-83-133-177.rev.poneytelecom.eu [212.83.133.1
77]

Trace complete.

[Andymar]

Hi Still experiancing an issue with a new unit.

Speed Test:

Download 63Mb/s

Upload 91Mb/s

Ping 2ms

Ping Test:

Ping 6ms

Jitter 1ms

External IP Address:

89.197.23.42

Sure Signal Serial No:

42144623990

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1     5 ms     1 ms    <1 ms  89-197-23-41.virtual1.co.uk [89.197.23.41]

  2     2 ms     2 ms     1 ms  89-197-10-141.virtual1.co.uk [89.197.10.141]

  3     1 ms     1 ms     1 ms  172.21.6.244

  4     2 ms     1 ms     1 ms  149.6.2.198

  5     3 ms     2 ms     2 ms  te0-0-0-11.ccr21.lon01.atlas.cogentco.com [149.6

.2.197]

  6     2 ms     3 ms     2 ms  195.2.22.21

  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.

[steele_k]

I've just received a Sure Signal as my VF coverage is non-existent.   It won't register ( flashing red plus two solid ambers )

I'm connecting through a BT Home Hub 3.0. I've followed the troubleshooter and also opened all the relevant ports. This was checked remotely by BT Connect staff - ports confirmed as open so issue seems to be on Vodafone end.

I've received email saying device is registered on system

Speed test  20Mbps DL, 2 Mbps UL.   Pingtest 45ms with 22ms of jitter

External IP  217.41.0.54

Trace :

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

  1     3 ms     3 ms     4 ms  BTBusinessHub.home [192.168.1.254]
  2    27 ms    26 ms    27 ms  host81-135-160-1.in-addr.btopenworld.com [81.135
.160.1]
  3    27 ms    26 ms    26 ms  213.120.178.141
  4    28 ms    30 ms    27 ms  213.120.177.98
  5   113 ms    31 ms    35 ms  217.41.168.39
  6    27 ms    28 ms    27 ms  217.41.168.107
  7    31 ms    32 ms    27 ms  acc1-te0-0-0-20.l-far.21cn-ipp.bt.net [109.159.2
49.92]
  8    28 ms    27 ms    27 ms  core3-te0-2-0-18.faraday.ukcore.bt.net [109.159.
249.1]
  9    48 ms    28 ms    27 ms  host213-121-193-97.ukcore.bt.net [213.121.193.97
]
 10    29 ms    31 ms    31 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    30 ms    28 ms    29 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     *        *

Please advise

Thanks

Kenny

[Chat123]

Steele

I am BT and I have a V3 SS.   Mine has stopped working after several months.  Same light pattern as you.  After 5 days and being advised that it is faulty or a BT issue (ports are open) I took it out of the plug socket.  Left it an hour and replugged it. 

I have done this several times with several resyncs this week. 

It has now been resuscitated so I believe there is a similar issue with BT and Vodafone that existed with Plusnet and they have resolved it.   I hope this works for you.