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

[Retired-Kay]

Hi @HalH

I can see you've been provided some great advice from @arukDave. 

Sure Signal will work with BT, however there have been some incompatibility issues on certain routers. It'll also only work using PPPoA. 

@joshharvey - Your Sure Signal last connected to us on 23 March. Please try a different Ethernet cable to see if this helps. 

If not, please deregister your Sure Signal for at least 24 hours and then re-register. 

@SRM - I've sent you a private message with details on how to get in touch. We can then help further.

@stevelryan - Your IP address isn't showing as registered in the UK which is why it's not working. 

Please speak to your internet provider for further help with this. 

@Sameltoe - I've requested for your IP address to be added to the whitelist. This should be working within 3 working days. 

@joewilliams- Can you confirm that the Sure Signal is connected directly to the router? If not, please give this a try. Please also try a new Ethernet cable. 

Thanks, 

Kay

[joewilliams]

@Kay : Yes, the VSS is connected directly to the router. I have also tried a different ethernet cable.

Thanks

[jhopkins]

Kay,

I notice you neatly  side-stepped  the two requests ( including from me) about help with getting a  SS repaired.....reply please.........

[stevelryan]

Thank you Kay, I have spoken to my ISP and indeed they had an issue and have reassigned a UK-registered IP again and it is all workng OK again...many thanks

Steve

[HalH]

@joshharvey I've tried many ethernet cables. All show the correct ethernet lighting conditions / I will try the deregister

@srm. Apparently, I have no private messages (clicking on the link in your message)

@stevelryan. How can it be that an IP address allocated by BT does not show up as registered in the UK? Why would that stop it working?

@sameltoe. Thanks, but how does this relate to comment by stevelryan?

@joewilliams. I have the SS directly connected to router, and have tried many cables. All of them show the correct lights at the point of contact to the SS (solid green, flashing yellow)

I will now deregister it, wait 24 hours then re-resgister, then wait two more days to be added to the whitelist (whatever that is).

I suspect I'll be back on here next Monday.

[HalH]

@stevelryan. Using the splendid info supplied by @arukDave, I have checked and do find my IP address in the RIPE database as being a GB registered address.

inetnum:         81.136.224.0 - 81.136.247.255
netname:         BT-ADSL
descr:           Single Static IP Addresses
country:         GB

You must have missed it because it shows a range, not a value.

I thought it must be because the VSS Version 2 that I had worked via that address for years until the very moment we cut over to BT Infinity (9 months ago).

[HalH]

@joshharvey @SRM @stevelryan @sameltoe @joelwilliams

I've done all those thing - dergistered and waithed 26 hours, re-registerd and waited 26 hours. Its over 3 days, so I assume the IP address is on the whitelist. The IP address is, and always has been, a GB address. Tried several ethernet cables (green and yellow lights do the right thing) and the VSS has always been connected directly to the router(s).

How do I get my money back having bought over the web?

HalH

[Retired-Kay]

Hi @Andyrhys

Apologies your post was missed. 

Everything looks fine with the information you've provided. Please try resetting your Sure Signal to see if this helps. 

@joewilliams - I've done an update on your Sure Signal. Please leave it for at least six hours and then do the reset I've provided above. 

@jhopkins - If the Sure Signal is within warranty (24 months old), our Tech team can arrange a repair. A quick call to 191 or 03333 040191 can sort this. 

Alternatively, I've sent you a private message with details on how to get in touch.

@kirstyferg - I've requested for your IP address to be added to the whitelist. This should be up and running within the next three working days. 

@stevelryan - Thanks for letting us know it's working again. 

@prawnlord - Everything is fine with the details you've provided. Please try the reset I've provided further up this post to see if this helps. 

@tlpvoda - We're aware of compatibility issues between Sure Signal and the Home Hub 3. Please speak to your internet provider to see if they're able to help further. 

@udalep - Your Sure Signal has updated with our servers and data is being transferred. If you're still experiencing issues, please try a reset and a new Ethernet cable. 

@HalH - Everything is fine with the details you've provided. Can you try it at a different location so we can rule out any issues with the unit itself? 

Please check with BT that you have no router settings blocking VPN traffic and that port 500 hasn't been reserved for BT Wi-fi only. 

Thanks, 

Kay

[jhopkins]

Kay

You have sent  me a  form to fill in that requires a  mobile number  for me to continue. You are perfectly  aware that I have no mobile signal  so is this  some kind of  joke? Let's go through this again...I have a  V1 which I would like repaired. I purchased a V3 which would not work  because my upload speed  is only 0.29 Mbps so I returned it. Please  could I have a  sensible, useful response  this time. It's not a lot to ask in view of the tariff I pay  each month.

[jhopkins]

And I have just tried  the phone number you gave ( 03333 040191) and the  hold  time was  31  minutes. Are  you  deliberatelyy  trying  to make me leave  to another  provider?