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

[Ben_H]

Hi everyone,

@dmlox - The latency issue will need to be picked up with your ISP, as we're unable to support or troubleshoot their services here.

@colin7 - I'm sorry if the Sure Signal didn't work when tested on another connection. If you still have a warranty on your device, we can arrange a repair.

@burton2312 - Thanks for posting your results.

Please make sure IPSEC is ticked on your Virgin router dashboard. If you're unsure how to do this, your ISP can guide you.

@joewilliams - I'm glad to see the community has helped sort this for you.

Cheers,

Ben

[colin7]

Thanks Ben,

We only bought the Sure Signal in December, so I assume it is still under warrenty. I am disappointed it failed so quickly. What with that and having to register it again because it was removed from my wife's account with the website upgrade (without her being informed), it all feels like pretty poor service really.

Thanks again,

Regards

Colin

[Jen07]

Hi

Our sure signal has been playing up on and off for a few weeks now, a restart somtimes works but doesn't appear to work anymore.  We are a small business and rely heavily on our mobiles which currently have no service.

I have run the tests as you ask, the results are as follows:

Speed Test:

Ping 13ms

Download Speed 2.33mbps

Upload Speed 0.96mbps

Ping Test Results:

Ping 28ms

Jitter 3ms

IP address:

217.155.96.142

Serial Number:

40131155794

Traceroute results:

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

C:\Users\jennyspilman.HE-NETWORK>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 192.168.0.1
2 1307 ms 1665 ms 1854 ms losubs.subs.dsl4.th-lon.zen.net.uk [62.3.84.19]

3 122 ms 32 ms 33 ms ge-2-1-0-121.cr2.th-lon.zen.net.uk [62.3.84.213]

4 54 ms 250 ms 523 ms ldngw1.arcor-ip.net [195.66.224.209]
5 443 ms 220 ms 382 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 * * * 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\jennyspilman.HE-NETWORK>

Can you help please?  Many thanks in advance 

[greg999999]

Hi,

Ping 20

down 59.59

up 15.02

ip 86.139.29.72

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

C:\Users\Home PC>212.183.133.177
'212.183.133.177' is not recognized as an internal or external command,
operable program or batch file.

C:\Users\Home PC>
C:\Users\Home PC>212.183.133.177
'212.183.133.177' is not recognized as an internal or external command,
operable program or batch file.

C:\Users\Home PC>

Please advise solution.

Flashing Red and last two lights solid orange

Thanks

Greg

[Retired-Sarah]

Hi @Andyrhys and @greg999999 

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

VSS 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.

This will help us get the quickest possible resolution for you.

Thanks,

Sarah

[Andyrhys]

Hi,

See below...

Speed test

Download - 10.87

Upload - 1.01 Mbps

Ping - 23ms

Ping test

ping - 16ms

jitter - 1ms

External IP address:

80.189.80.78

Sure signal serial number: 4200259846

　

　

Microsoft Windows [Version 6.1.7600]

Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Andy>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 14 ms 14 ms 12 ms lo0.10.central10.pcl-bng03.plus.net [195.166.130

.164]

3 14 ms 13 ms 11 ms irb.10.PCL-CR01.plus.net [84.93.249.81]

4 13 ms 58 ms 12 ms ae1.ptw-cr01.plus.net [195.166.129.0]

5 13 ms 15 ms 15 ms ldngw1.arcor-ip.net [195.66.224.209]

6 14 ms 14 ms 12 ms 85.205.0.93

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.

C:\Users\Andy>tracert 212.183.133.177

[mdineley]

Hi There,

My version 3 VSS box is having the problem you describe below. However, much I reset the box the problem persists. There is no problem with my internet and my wifi is tunred off, so should not interfere with signal. It has been working fine for 6 months. There was a few days a couple of weeks ago when all the correct lights were on but my phone did not pick up the 3g signal, but that seems to fixed it self. I went away for a few days and I now have come back to this problem with red light flashing and two solid orange lights:

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

My speed test results are:

30.69 Mps down

10.49 Mps up

Ping test

B*

Ping - 38ms 

Jitter - 11ms

IP address: 37.48.227.47

SS serial number: 42143509380

traceroute:

Last login: Tue Apr 21 09:25:47 on ttys000

Marks-MacBook-Pro:~ mhkdineley$ traceroute 212.183.133.177

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

1  192.168.1.254 (192.168.1.254)  1.702 ms  1.335 ms  1.021 ms

2  bri.edge.dt11.m12solutions.net (37.48.225.13)  6.189 ms  7.142 ms  5.930 ms

3  172.18.26.2 (172.18.26.2)  7.732 ms  11.745 ms  6.042 ms

4  172.18.48.1 (172.18.48.1)  7.672 ms  12.062 ms  11.654 ms

5  v871.lon-01.mer.lon.core.wessexinternet.net (37.48.224.250)  19.616 ms  20.231 ms  18.687 ms

6  ge-1-1-0.core.mer.lon.m12solutions.net (37.48.224.254)  23.304 ms  22.825 ms  23.352 ms

7  89-105-102-92.fluidata.co.uk (89.105.102.92)  18.929 ms  19.517 ms  23.533 ms

8  77-89-177-108.fluidata.co.uk (77.89.177.108)  29.763 ms  26.001 ms  20.286 ms

9  77-89-177-89.fluidata.co.uk (77.89.177.89)  20.242 ms  18.423 ms  25.001 ms

10  77-89-177-30.fluidata.co.uk (77.89.177.30)  39.113 ms  20.016 ms  21.029 ms

11  xe-0-0-2-0.edge00.thn.uk.hso-group.net (46.17.60.97)  24.766 ms  22.149 ms  20.295 ms

12  ldngw1.arcor-ip.net (195.66.224.209)  22.969 ms  26.027 ms  20.726 ms

13  85.205.0.86 (85.205.0.86)  21.428 ms  23.369 ms  21.576 ms

[Retired-Laura]

Hi guys,

@avavon – Can you reset the Sure Signal –

1. Hold in the reset button until all lights go solid
2. Pull the power lead out with the reset button still pushed in
3. Continue to hold down the reset button and reconnect the power lead
4. Wait for all lights to come on and then release the reset button

If this is still not working let us know the light sequence you can see.

@Andyrhys – So we can do a few further checks, please provide us a valid serial number as there seems to be a few numbers missing.

@mdineley – Can you de register and re register the Vodafone Sure Signal. And make sure that the port forwarding is correct.

Ports and Protocols:

• 8 – TCP/UDP                 (All routers)
• 50 – TCP/UDP               (All routers)
• 53 – TCP/UDP               (Virgin Super Hubs)
• 67 – UDP                      (Virgin Super Hubs)                                                    
• 68 – UDP                      (Virgin Super Hubs)                                        
• 123 – UDP                    (All routers)     
• 500 – UDP                    (All routers)     
• 1723 – TCP/UDP           (BT Home Hubs)          
• 4500 – UDP                   (All routers)     
• 33434 – 33445 – UDP    (Virgin Super Hubs)

Cheers,

Laura 

[anavon]

it's working now!!! thank you very much

[Andyrhys]

Hi


See below...

Speed test
Download - 10.87
Upload - 1.01 Mbps
Ping - 23ms
Ping test
ping - 16ms
jitter - 1ms
External IP address:
80.189.80.78
Sure signal serial number: 42150794826
　
　
Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.
C:\Users\Andy>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 14 ms 14 ms 12 ms lo0.10.central10.pcl-bng03.plus.net [195.166.130
.164]
3 14 ms 13 ms 11 ms irb.10.PCL-CR01.plus.net [84.93.249.81]
4 13 ms 58 ms 12 ms ae1.ptw-cr01.plus.net [195.166.129.0]
5 13 ms 15 ms 15 ms ldngw1.arcor-ip.net [195.66.224.209]
6 14 ms 14 ms 12 ms 85.205.0.93
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.
C:\Users\Andy>tracert 212.183.133.177