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Jenny
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:
- 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
On a Mac:
- Open Terminal (Applications, Utilities)
- Type 'traceroute 212.183.133.177'
- Press Enter
This will help us get the quickest possible resolution for you.
Thanks
LeeH
Hi @cstaley
Welcome to the eForum.
You’ll need to check that the BT Smart Setup is switched off. You can turn it off by logging into the router, or if you’re unsure BT can offer support.
Once you’ve turned this off, please unplug the Sure Signal and try to connect as usual.
Thanks,
Sarah
Everything you've posted so far looks great.
I've updated the location settings in case there was any difference with the IP address when you changed to the BT HomeHub5.
Please ensure 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.
There's been some great advice from @arukDave
Please check that the Smart Setup is disabled on your router.
Are the lights showing the same as the title suggests?
DaveCD
Hi Dave,
I just contatced BT and their "advanced technical team" confirmed that there is no option to "allow BT Hub 5 to pass fragmented packets" 
I checked the "Smart Setup" and it's off by default.
Light status is same as following. Power - flashing, Internet - off, In Service - orange, In Use - orange
Now, I just did a reset on the VSS and the lights are same. I guess it may take 6-24 hours to re-synch. Please advise.
OK..
Give it time, but I suspect without getting the authentication handshake it needs, it's going to fail.
If the "Internet" light (the globe) is slowly fading light/dark (white), then it may sort itself out in time. If it's not on, or is Orange, I doubt it's going to work.
As Vodafone will not change things at their end to allow these to work with restricted MTU settings, and BT's router at your end is not able to do what's needed either, the only viable solution is to change your router for something that will work.
But... I don't know for sure if the Outreach VDSL modem (if used) also has limitations. But I do know (because that is what we now use) that a "DrayTek Vigor 2860n-Plus" modem/router does work with the Infinity service, replacing BT's modem and router at your end. However, that is the thick end of £200 extra to spend, unless you can find a good condition second hand one. Easy to find new online via the usual websites. They also give you a host of other useful features, such as "a Guest" WiFi service on a totally different LAN address scheme, so no chance of any "visitors" messing with your office server etc.
If you have an alternative router to try, that can accept a cable connection for it's WAN port (such as an old Lynksys WRT-54 series for example) try it. But, remember you'll need to configure it with your BT account credentials to connect to BT's service. (Google as to how to do a factory reset, if you've lost the login credentials.)
Some of the earlier WRT-54 series routers, can be reprogrammed to great effect with alternative firmware, such as the highly regarded "Tomato" firmware (seriously!) that has "a lot" more features and tweaks (including firewall rules based on WAN IP addresses) than the stock firmware. But check on the Tomato website what exact version of router you may have is compatable, some of the newer versions are not, or can be troublesome. The price is right, but it can be a steep learning curve to get things working right.
http://www.polarcloud.com/tomato
(I have to say, I did not get to fully test it with the VSS, but it's a fair bet it would work.)
There is also the "OpenWRT" firmware. But, last time I checked, that could not do firewall rules based on WAN IP address's. Though the Vigor routers (that can) firmware is based on OpenWRT from what I read in their documentation..
It's all a right royal mess.
That we "The users" have to jump through these hoops, to get a service "we have already paid for", to work!
Regards.
Dave.
Hi @simay
Do you have multiple Vodafone Sure Signals?
If you do, please can you try just one device in the router and let us know if this makes a difference in the Sure Signal connecting to the network.
Cheers,
Laura
