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

[Mark]

@SRM 

Please let us know how you get on when the Sure Signal is returned.

@darrenlee43

Please de-register (for at least six hours) and re-register the Sure Signal. 

If this doesn't fix the problem, connect it using a different Ethernet cable.

[darrenlee43]

Its already been solved thanks, had to go through 191 and then ask someone to put me through to technical support I do think the whole process should be alot easier than having to refer to a forum for help and there is no option on 191 for suresignal  as i have stated previous pretty poor service from vodafone so i dont think i will be staying next year but thanks for your advice.

[SRM]

@Mark re Message #2422

My "faulty" SS3 was replaced with a new one - it's connected up, I've checked the ports on the router are open, and re-assiged them to the new Mac id and ip address.

Still get them same error lights - flashing red and steady orange #2 and #3

Can you check it is connected from your end?

[matt_jackson]

Hi, I have an issue now with VSS 3.  I had a broadband outage for 2 days and since the internet has come back, my VSS 3 won't reconnect.  (flashing red light, last orange light on right is solid).  I have done the port forwarding thing as advised in another thread, but nothing else. 

[Mark]

Hi all,

@darrenlee43

This is great news, thanks for the update. 

@ntosney

We have looked into this issue, we can see that your Sure Signal has never contacted us. The first thing we will need to do is to check your router has all the correct ports open, this will allow the device to access your Internet service. There is more information on how to check your open ports in our Troubleshooting guide.

If this does not resolve your issue, please connect the Sure Signal in a different location.

Once your Sure signal connects you will have a restored service.

@matt_jackson

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.

[matt_jackson]

Hi,

Speedtest.net:

ping: 29ms

download: 6.42Mbps

upload: 0.43Mbps

pingtest.net:

ping: 34ms

jitter: 2ms

Myip:

81.135.88.105

serial number:

40132106846

traceroute:

> tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     1 ms     3 ms     5 ms  BThomehub.home [192.168.1.254]
  2    15 ms    13 ms    13 ms  213.1.174.250
  3    12 ms    12 ms    12 ms  213.1.175.161
  4    23 ms    22 ms    23 ms  213.1.69.42
  5    20 ms    19 ms    19 ms  213.120.180.171
  6    21 ms    20 ms    20 ms  217.41.169.109
  7    22 ms    23 ms    22 ms  acc2-xe-0-1-3.sf.21cn-ipp.bt.net [109.159.251.21
1]
  8    32 ms    24 ms    24 ms  core1-te-0-13-0-12.ealing.ukcore.bt.net [109.159
.251.169]
  9    31 ms    31 ms    31 ms  peer1-xe1-0-0.telehouse.ukcore.bt.net [109.159.2
54.98]
 10    32 ms    38 ms    31 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    26 ms    26 ms    26 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.

[gregwillclark]

Speedtest.net:

ping: 23 ms

download: 43.91Mbps

upload: 14.22Mbps

pingtest.net:

ping: 23ms

jitter: 1ms

Myip:

81.136.207.4

serial number:

42151281435

traceroute:

> tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 5 ms 9 ms 5 ms BTBusinessHub.home [172.16.0.1]
2 9 ms 9 ms 9 ms host81-139-160-1.in-addr.btopenworld.com [81.139
.160.1]
3 21 ms 9 ms 9 ms 213.120.182.141
4 11 ms 10 ms 10 ms 213.120.161.82
5 10 ms 10 ms 10 ms 213.120.182.65
6 11 ms 10 ms 11 ms 31.55.164.107
7 10 ms 10 ms 10 ms acc1-10GigE-0-5-0-7.bm.21cn-ipp.bt.net [109.159.
248.102]
8 13 ms 15 ms 15 ms core2-te0-4-0-4.ealing.ukcore.bt.net [109.159.24
8.134]
9 15 ms 14 ms 14 ms peer1-xe3-3-1.telehouse.ukcore.bt.net [109.159.2
54.211]
10 16 ms 18 ms 19 ms lndgw2.arcor-ip.net [195.66.224.124]
11 16 ms 16 ms 16 ms 85.205.0.93
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.

[Mark]

@matt_jackson

The flashing power light on your Sure Signal can indicate there is a fault with it.

So we can confirm this, please try to connect your Sure Signal in a different location; if you’re unable to connect in this new location this would indicate a fault with your Sure Signal. To resolve this you will need to get the device repaired.  Please see our repair support page for more information on this.

@gregwillclark

Welcome to the eForum.

We can see your Sure Signal hasn’t connected to our network since it’s been registered.  Please check all the connections are correct and secure. If there are no problems with your connections, please connect the device using a different Ethernet cable.  If you’re still unable to connect please reboot your router, once your routers reconnected please reset the Sure Signal this will push a connection through for you.

If this doesn’t resolve your issue please try to connect the Sure Signal in a different location, if you are unable to connect in a new location this indicates there’s a fault with it. If this is the case please see our repair support page for more information.

[samsurfer]

Hi

My SureSignal sopped working at some point over the last few days (I was away and came back to it not working. Worked OK before). Would really appreciate any help.

Here's the details:

Serial number: 42150219352

Speed test
Ping: 21ms
Down: 1.97 Mbps
Up: 0.26 Mbps

Pingtest
Ping: 25ms
Jitter: 2ms

IP address: 87.86.205.202

Tracert:

Tracing route to 212.183.133.177 over a maximum of 30 hops

 1     2 ms    <1 ms    <1 ms  192.168.1.1
 2     3 ms     2 ms     1 ms  ip-87-86-205-201.easynet.co.uk [87.86.205.201]
 3    21 ms    21 ms    21 ms  te0-0-0.er101.telon.uk.easynet.net [87.86.72.109

 4    31 ms    35 ms    24 ms  pc5-111.gr10.telon.uk.easynet.net [87.86.69.128]

 5    24 ms    22 ms    24 ms  lndgw2.arcor-ip.net [195.66.224.124]
 6    25 ms    24 ms    22 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.

Any help/advice/guidance/mild abuse would be gratefully received

[webby10]

I have had my Sure Signal V3 for some time and have never been able to get it to register. I am in dire need of some technical assistance.

My test details are as follows

Speed test
Download 15.75 Mb/s
Upload 1.03 Mb/s
Ping 18ms

Ping Test
Ping 21ms
Jitter 1ms

External IP address
195.248.96.106

Sure Signal Ser No:
40134900410

Traceroute Results

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

C:\Users\paul.webb>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 192.168.0.1
2 18 ms 17 ms 17 ms ar2.th.as8419.net [217.72.167.148]
3 18 ms 17 ms 17 ms gi1-33.cr1.th.as8419.net [217.72.167.229]
4 22 ms 19 ms 39 ms lndgw2.arcor-ip.net [195.66.224.124]
5 19 ms 18 ms 18 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