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

[mbolus]

Ping 3m

Download speed 94.98

upload speed 17.55

one of my sure signal serial numbers is 

42143926915

External IP 5.153.255.194

Trace route result 

1 <1 ms <1 ms <1 ms 5.153.255.198
2 1 ms 1 ms 1 ms rtr-lon-1.memset.net [37.128.135.98]
3 7 ms 1 ms 1 ms v215.core1.lon1.he.net [216.66.85.121]
4 9 ms 1 ms 1 ms 10ge5-2.core1.lon2.he.net [72.52.92.222]
5 6 ms 3 ms 3 ms ldngw1.arcor-ip.net [195.66.224.209]
6 3 ms 3 ms 3 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.

[xscheiner]

Speed Test: 64mbps down, 17 mbps up

Ping Test: B*, unable to test packet loss, Ping: 36ms, Jitter: 1ms

IP Address: v4 - 81.136.132.162, v6 - ::ffff:5188:84a2

Serial Number: 42143915819

Traceroute:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 pfdecoded.decodedlondon (172.16.1.1) 0.332 ms 0.206 ms 0.186 ms
2 host81-139-224-1.in-addr.btopenworld.com (81.139.224.1) 24.450 ms 24.948 ms 24.750 ms
3 213.120.182.141 (213.120.182.141) 25.034 ms 25.313 ms 25.259 ms
4 213.120.161.82 (213.120.161.82) 25.454 ms 25.014 ms 24.815 ms
5 213.120.182.67 (213.120.182.67) 25.378 ms 25.627 ms 25.500 ms
6 31.55.164.107 (31.55.164.107) 25.630 ms 26.145 ms 25.691 ms
7 109.159.248.71 (109.159.248.71) 33.057 ms
acc1-10gige-0-3-0-5.bm.21cn-ipp.bt.net (109.159.248.116) 32.619 ms
109.159.248.91 (109.159.248.91) 32.467 ms
8 109.159.252.200 (109.159.252.200) 35.535 ms
core2-te-0-4-0-4.ilford.ukcore.bt.net (109.159.248.6) 39.411 ms
core1-te0-15-0-17.ilford.ukcore.bt.net (109.159.248.174) 41.106 ms
9 peer1-xe1-1-0.telehouse.ukcore.bt.net (109.159.254.134) 34.145 ms
peer1-xe2-0-0.telehouse.ukcore.bt.net (109.159.254.100) 34.392 ms
peer1-xe1-1-0.telehouse.ukcore.bt.net (109.159.254.134) 31.192 ms
10 lndgw2.arcor-ip.net (195.66.224.124) 35.338 ms 58.189 ms 34.579 ms
11 85.205.0.86 (85.205.0.86) 37.768 ms 37.631 ms 36.769 ms
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *

[selectste]

we've had the same problem for some time now

• Power: Flashing
• Internet: Off
• In Service: Solid Orange
• In Use: Solid Orange

I've tried multiple resets and an alternative internet connection as well as port forwarding and clamping as suggested in this forum

Speed Test
22.37 Mbps Down
4.17 Mbps Up

Ping Test
Packet Loss 0%
Ping 28 ms
Jitter 2 ms

External IP (dynamic)
86.160.232.58

serial # 40124133980

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     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4    15 ms    14 ms    14 ms  213.120.158.157
  5    19 ms    19 ms    19 ms  213.120.181.182
  6    19 ms    19 ms    19 ms  217.41.169.211
  7    19 ms    19 ms    25 ms  217.41.169.109
  8    19 ms    18 ms    19 ms  acc2-xe-5-1-2.sf.21cn-ipp.bt.net [109.159.251.243]
  9    26 ms    27 ms    27 ms  core2-te-0-13-0-10.ealing.ukcore.bt.net [109.159.251.179]
 10    27 ms    26 ms    26 ms  peer1-xe3-2-1.telehouse.ukcore.bt.net [109.159.254.209]
 11    28 ms    27 ms    27 ms  lndgw2.arcor-ip.net [195.66.224.124]
 12    28 ms    28 ms    28 ms  85.205.0.86
 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.

[crobinuk]

Hi @selectste, 

Are you running a Business Hub v5? My own experience with this hardware is that it *will not* work with SureSignal due to a way the firewall works - rejecting fragmented packets.

I've been successful using a HomeHub v5 instead - try asking BT for alternative hardware or ask Vodafone for a list of approved BT Infinity compatible routers?

Good luck!

[selectste]

It's a v3 Hub and was originally working OK with the VSS
The VSS has the same problem on our other network which has a DrayTek router.

[crobinuk]

Hmm. Might be worth asking BT if they pushed out a firmware update which may have affected the VSS connection. If you look in the event log (Troubleshooting > Event log on my v5 box) do you see "Fragmented Packet" errors associated to the VSS IP address?

PS. BT advised me that when you set up the Port Forwarding, it's not enough to link the ports to the MAC address of the VSS (ie. select from the drop-down list). First you have to allocate a fixed LAN IP for the box, then when you do the port forwarding you need to specify the IP address you want the ports forwarded to.

Hope this helps!

[selectste]

Thanks for the tip crobinuk but it looks like we have a different issue.
All I have in the event log with reference to the VSS are 'Device disconnected' and 'lease for IP 192.168.1.69 renewed'

I'd really like to hear from Vodafone before I try more fiddling with router settings as the thing not working on either network (when it used to be fine on both) would suggest it's a problem their end not ours.

[Retired-Kay]

Good afternoon, 

@sidpr - Data is passing through the Sure Signal. Can you confirm if this is now working? If not, please try an alternative Ethernet cable to see if this helps. 

@crobinuk & @platespin  - Thanks for letting us know your Sure Signals are now up and running. We're not aware of an issue with BT Infinity and Sure Signals, however I'll certainly pass this feedback along to be looked into. 

@emcguinness - Your IP address is showing as registered in the USA (which is why the Sure Signal won't connect). You'll need to speak to your internet provider regarding this. 

@mbolus - Your IP address isn't on the whitelist. I've requested this to be updated for you. This is normally complete within 72 hours. 

@xscheiner - Please deregister your Sure Signal for at least 24 hours. You can then re-register it. 

@selectste - There does seem to be an issue which we'll need access to your account to fix. I've sent you a private message with details on how to get in touch. 

Many thanks, 

Kay

[SRM]

Hi - I've just replaced our SS2 with an SS3, as I was told the SS3 would work with our BT Business Hub 5.

When I power on or reset the SS3, the internet light slowly flashes for a while, then I get the powerlight flashing, the internet light off and the In Service and In Use lights steady orange.

The diagnostics you want are:

Speedtest:
Ping 17ms
Download 37.12Mbps
Upload 9.35Mbps

Ping test:
Line Quality B*
Ping 20ms
Jitter 0ms

External IP Address: 81.149.254.58

SS3 Serial no: 40124127669

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\tm>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  BTHUB5 [192.168.1.1]
  2    17 ms    17 ms    16 ms  host81-134-160-1.in-addr.btopenworld.com [81.134
.160.1]
  3    16 ms    16 ms    17 ms  213.120.178.141
  4    17 ms    17 ms    17 ms  213.120.177.98
  5    17 ms    17 ms    16 ms  217.41.168.35
  6    17 ms    17 ms    17 ms  217.41.168.107
  7    18 ms    17 ms    17 ms  acc1-te0-4-0-11.l-far.21cn-ipp.bt.net [109.159.2
55.194]
  8    17 ms    17 ms    17 ms  core3-te0-10-0-18.faraday.ukcore.bt.net [109.159
.249.19]
  9    18 ms    18 ms    18 ms  62.6.201.221
 10    19 ms    19 ms    19 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    20 ms    19 ms    18 ms  85.205.0.86
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 

Grateful for any help.

[-db-]

Hi Any help with this greatly appreciated.

Thanks

Speed Test:
Download 2.5Mb/s
Upload 0.6Mb/s
Ping 55ms

Ping Test:
Ping 42ms
Jitter 8ms

External IP Address:
176.255.133.210

Sure Signal Ser No:
40124157740

Traceroute Results:

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

Z:\>tracert 212.183.133.177

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 SkyRouter.Home [192.168.0.1]
2 * * * Request timed out.
3 43 ms 41 ms 42 ms ip-89-200-131-58.ov.easynet.net [89.200.131.58]

4 40 ms 39 ms 42 ms be3.pr2.bllon.isp.sky.com [2.120.10.106]
5 231 ms 304 ms 304 ms 85.205.0.93
6 * * * Request timed out.
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 *