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

[steele_k]

Thanks for the advice, I'll give it a go but mine is a new device and has never been able to register so I don't have high hopes.

Moving mobile service provider seems to be the best option. EE coverage seems to be much better ( 2 miles outside of a major city in SE England ! )

[miltb120]

similar problem

I am having an issue with home hub 5 installed today

upload 39.87

download 17.72

ping 16.82

ip 80.229.168.94

suresignal serial 40123304772

the ip trace is

C:\Users\Milton>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 BThomehub.home [192.168.1.254]
2 9 ms 9 ms 9 ms lo0.12.central12.pcl-bng02.plus.net [195.166.130
.153]
3 9 ms 9 ms 10 ms irb.12.pcl-cr02.plus.net [84.93.249.114]
4 9 ms 12 ms 9 ms ae2.pcl-cr01.plus.net [195.166.129.6]
5 9 ms 9 ms 9 ms ae1.ptw-cr01.plus.net [195.166.129.0]
6 11 ms 10 ms 11 ms lndgw2.arcor-ip.net [195.66.224.124]
7 11 ms 10 ms 10 ms 85.205.0.93
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 also opened all the ports as advised by you

please help with sorting why this isnt working

my ISP is plusnet

regards

Lawrence Brown

[sja568]

Hi,

Pingtest: Quality-B Ping-36ms Jitter-14ms

Speedtest: ping-21ms, 62Mbps down, 15Mbps up 

SuresignalSerial: 40124210770

IP address: 86.166.84.92

Traceroute:

C:\WINDOWS\system32>tracert 212.183.133.177

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

1 4 ms 4 ms 2 ms BTHUB5 [192.168.1.254]
2 * * * Request timed out.
3 * * * Request timed out.
4 27 ms 23 ms 25 ms 31.55.185.232
5 30 ms 30 ms 31 ms 195.99.127.60
6 24 ms 24 ms 24 ms host213-121-193-156.ukcore.bt.net [213.121.193.1
56]
7 27 ms 27 ms 27 ms lndgw2.arcor-ip.net [195.66.224.124]
8 26 ms 29 ms 27 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.

[DaveCD]

@_Elvis_

The light sequence indicates that the Sure Signal is initialising.

All your results appear fine and I’d like to check the ports on your router are set as below as changes may have resulted in your router being reset:

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.

@jaimiedyeruk and @ruggle180

I can see that there’s a timeout at step 2, this indicates the ports on your router also need to be set as above.

Please provide the Sure Signal serial number.

@dws199

The IP address is now on our whitelist. Please try the steps above and provide another traceroute as before.

@jonmayne64

I’ve checked the serial number and I can see that this is currently deregistered.

@Andymar

I’ve checked and can see that the IP address is not matched within our whitelist so I’ve requested this to be added. It usually takes around 72 hours.

@steele_k

Please provide the serial number of the Sure Signal and we’ll take a look from this end.

@miltb120

Please ensure smart setup is set to off in your router settings, reset the Sure Signal by holding the reset button for 20 seconds and let us know if you see any changes.

@sja568

Please ensure your router ports are opened as above and that you also have the smart setup switched off in your router settings.

DaveCD

[jvillani]

Hi Dave,

My SS V3 box is up about 10% of the time for a day/day and a half every 10 days or so. Serial number = 42143536532 It's up and running ok right now (22/12/2014 @ 16:30 GMT) but it won't be for long... Can you look at the history of it's connection status and dig into why it drops off after a day or so, by itsel?

Thank you, have a nice Christmas.

J

[_Elvis_]

Dave CD,

I went through the reset procedure and waited the hour before plugging my SS back in, I think this was last Thursday or Friday. Unfortunately my SS failed to respond at all after plugging it back in and I think it has died.

It's near impossible to buy another SS at the moment, which is a little frustrating. Never mind though, thanks for your help and I'll keep your note for future reference. I'll get a new SS sometime in 2015.

_Elvis_

[DaveCD]

@jvillani 

I've checked using the serial number and everything appears present and correct.

If the Sure Signal keeps dropping in and out, it'll be most likely down to the bandwidth it's been allocated.

The first thing to try is a different Ethernet cable in case the current one has a fault.

You'll need to set the Sure Signal as a high priority within your router settings. You can also try removing other devices sharing the bandwidth and adding them back slowly to see which affects the Sure Signal service.

@_Elvis_ 

I'm sorry to see this, however it's worth trying this at a different location such as friend or family members to be absolutely sure.

@Andymar 

Thanks for letting us know. If you need anything in the future, drop us a post.

 @NigeR 

Thanks for updating us. The light sequence you were seeing indicates it was authenticating the Sure Signal on the network, so there may have been a small change by your ISP at the time.

@rox666 

The upload speeds are close to the minimum for the Sure Signal to handle more than one device at a time however everything else appears good.

I've reset the profile on the Sure Signal, please could all connected phones be switched off for 10 minutes and the Sure Signal reset during this period to complete the process.

Press and hold the reset button for 10 seconds and this will factory reset the device. 

@ASBS 

I've checked the serial number and can see that this has been deregistered.

Please register this and let us know if you're still seeing the same light sequence.

The light sequence you were seeing indicates the Sure Signal was authenticating on the networkl which would indicate a small change made by your ISP.

DaveCD

[rox666]

SS has now stopped working completely. No power light, completely dead. I've only had it 4 months as well. No chance am I buying another one, I don't understand why I have to buy them anyway.  I pay for a service from Vodafone and then because there is no mobile signal where I live I then have to pay for this unreliable little box on top.  

I have a mobile on EE and I got a booster for free from them due to the lack of signal so I guess I'm going to have to look at transferring the Vodafone mobiles to EE.

Thanks for your help anyway.

[Jenny]

Hi @rox666

I’m sorry to hear what’s happened.

You can send your Sure Signal for repair under warranty.

Take a look here for information on our repair process.

Thanks,

Jenny

[steele_k]

@DaveCD

Serial number for my Suresignal is 42144406669.

I've just come back from holidays and tried again - still no registration. Lights as before

Thanks