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

[andyu]

Hi there,

Same problem here - was working until our friends at BT requested I swap my netgear router for a home hub to resolve a line issue. Now back on the orginal router (Netgear D6300) with no change to settings but VSS has now been showing flashing power and solid orange service lights for the last week.

Please help!:)

Speed test: ping: 46ms, DL:2.42Mbs UL:0.37Mbs

Ping test: 65ms Jitter: 28ms, PKTL: 0% Line Qual: C*

Ext IP: 86.133.31.23 (BT Broadband)

Int IP (fixed by router on VSS MAC):192.168.0.5

VSS Model: 9361 Home cell p3.0

SN:40123623981 MAC 0C4C390885FE

Tracert:

C:\>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 9 ms 7 ms 8 ms 192.168.0.1
2 58 ms 55 ms 38 ms 217.47.107.58
3 41 ms 39 ms 38 ms 217.47.144.161
4 47 ms 47 ms 47 ms 213.1.69.126
5 50 ms 45 ms 46 ms 217.41.169.103
6 46 ms 47 ms 46 ms 217.41.169.241
7 47 ms 45 ms 46 ms 213.120.179.83
8 56 ms 55 ms 54 ms acc2-xe-7-2-0.sf.21cn-ipp.bt.net [109.159.251.23
3]
9 52 ms 50 ms 50 ms core1-te0-0-0-7.ealing.ukcore.bt.net [109.159.25
1.33]
10 77 ms 53 ms 52 ms core2-pos7-0.bletchley.ukcore.bt.net [194.72.31.
149]
11 54 ms 55 ms 56 ms lndgw2.arcor-ip.net [195.66.224.124]
12 51 ms 51 ms 51 ms 85.205.0.93
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.

Thanks

Andy

[chubbystun]

Could you please check the IP address if that is disabled by the firewall. Please see the collected info from the site the SureSignal is connected to. The internet connection is a BT ADSL with PPPoA connection.


Public IP

86.134.173.61 (dynamic)

Speed test
Download: 8.34Mbps
Upload: 0.93Mbps

Ping test
Ping 10ms
Jitter 1ms

SureSgnal SN
42151159987

Traceroute results

tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1    <1 ms    <1 ms    <1 ms  Vigor.router [172.16.26.1]
  2    28 ms    30 ms    30 ms  217.32.146.167
  3    85 ms   324 ms   160 ms  217.32.146.206
  4     7 ms     7 ms     6 ms  217.32.147.218
  5     6 ms     6 ms     6 ms  217.41.168.175
  6     7 ms     7 ms     8 ms  217.41.168.109
  7     7 ms     6 ms     6 ms  acc2-te0-0-0-13.l-far.21cn-ipp.bt.net [109.159.2
49.214]
  8     6 ms     6 ms     7 ms  core4-te0-19-0-20.faraday.ukcore.bt.net [109.159
.249.161]
  9     6 ms     6 ms     6 ms  peer1-et-9-1-0.telehouse.ukcore.bt.net [213.121.
193.165]
 10     9 ms    11 ms     7 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11     8 ms     7 ms     7 ms  85.205.0.86
 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.

Thank you for your help in advance.

[Jenny]

@andyu - We’re unable to add that IP address to the whitelist as it’s for private use.

Please get back to us with the WAN IP address instead. The easiest way to get this is via ‘whatsmyip’ in Internet Explorer.

@chubbystun – The IP address you’ve provided is on the whitelist.

Your traceroute shows a few high results in step 3. Please do this again a few more times, to see if it happens again, or if it’s a one off.

If this happens each time, it’ll be due to your connection and you’ll need to contact your ISP to discuss it further.

[andyu]

Hi Jenny,

I provided my external IP address (WAN) on my original post: 

Ext IP: 86.133.31.23 (BT Broadband)

What next?  Still not working:(

Thanks

Andy

[SRM]

@Jenny - I've taken my SS3 in to a store for inspection. Needless to say, the (Newmarket, Suffolk) store didn't have the equipment to test it, so have sent it off for inspection/repair.

One thing I did notice was that the lights had changed - originally it was (Power - flashing, Internet - off, In Service - orange, In Use - orange) and just now it was (Power - flashing, Internet - off, In Service - orange, In Use - off) - any idea why that would have happened?

[colin7]

@SRM I hope that works out better for you than it did for me.

The store happily replaced the VSS with a new one. Unfortunately it works just as well as the old one i.e. not at all.

As I've said before, £100 for a device we need to buy in the first place because of Vodafone's poor coverage is rather expensive when it stops working and nobody can tell one why or get it working again.

[arukDave]

And yes, confirmed, RIPE report that as a UK address.   So, come on Vodafone, add that range to the whitelist...

Dave B

(Not part of VF, Draytek, BT or other comm's provider.)

inetnum:         86.128.0.0 - 86.135.255.255
remarks:         *******************************************************************
remarks:         * Report abuse via: http://bt.custhelp.com/app/contact/c/346,3024 *
remarks:         *******************************************************************
netname:         BT-CENTRAL-PLUS
descr:           IP pools
country:         GB
admin-c:         BTCP1-RIPE
tech-c:          BTCP1-RIPE
status:          ASSIGNED PA
remarks:         Report abuse via: http://bt.custhelp.com/app/contact/c/346,3024
mnt-by:          BTNET-MNT
mnt-lower:       BTNET-MNT
mnt-routes:      BTNET-MNT
created:         2005-02-23T12:47:15Z
last-modified:   2011-02-24T14:08:09Z
source:          RIPE # Filtered

[Ben_H]

Hi folks,

@andyu - That IP is now added. Please de-register your Sure Signal before registering it again. It should then come online in one to six hours.

@SRM - If the Sure Signal connected when in store, that would point to the cause being something on your broadband setup.

Thanks,

Ben

[SRM]

@Ben_H

They didn't connect it up, or do anything to it in store - just put it in a bag and posted it off to your repair service

[darrenlee43]

Been using the ss for 2 weeks all fine went off yesterday by t6he the time i got home from work got blinking power light and orange internet connection tried calling 191 from mobile there is no help menu for sure signal so how do you get technical support issues sorted out after forking out £100 of kit that has stopped working. done reset and router reset I repeat all was working up till last night below is information that has been asked for.

download speed 33.64mbps upload speed 8.37mbps
ping test 67ms jitter 15ms
Your IP Address is 151.227.242.163
sure signal serial number 42151247824
Tracing route to 212.183.133.177 over a maximum of 30 hops

1 1 ms <1 ms 1 ms SkyRouter.Home [192.168.0.1]
2 * * * Request timed out.
3 11 ms 9 ms 10 ms 027808f6.bb.sky.com [2.120.8.246]
4 11 ms 11 ms 12 ms lndgw2.arcor-ip.net [195.66.224.124]
5 10 ms 9 ms 9 ms 85.205.0.86
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.