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

[ntosney]

I found the problem was due to fragmentation of the return timing UDP packets from he vodafone servers to my VSS.  This was a result of the PPPoE segment between the BT Infinity modem and my router, with the modem not returning a response to the server to reduce the MTU size.  This meant the router blocked the fragmented UDP packets on it's WAN interface.

I resolved this by installing a Billion BiPAC 8800 VDSL router.  This has a built-in VDSL modem, so does not implement a PPPoE segment.  This avoids the fragmentation issue and my VSS works perfectly.

[arukDave]

Good information! We also replaced the BT kit, router and modem, in our case with a Draytek Vigor 2860 series device, that also contains it's own VDSL modem. Like you, once "allow fragmented packets" was enabled, it all worked. There would appear for many users, to be other "devices" en-route that have restrictions on the MTU size. Other info:! The VF servers do not all respond to a ping, or other ICMP packets to negotiate a suitable MTU size, so even if the kit at our end(s) can do that, they can't!. Regards. Dave B. (No affiliation to anyone.)

[matt_jackson]

Thjanks for the advice.  I have tried connecting at a neighbour's property... no joy.  I also notice that sometimes when I do a reset the power light doesn't come on and after around 20 minutes of waiting I unpolug and plug it back in and then the power light comes on.  Seems a bit 'iffy' to me, so I'm going to request a replacement or repair... what a pain 😕

[edbond]

using Airport Extreme on Plusnet fibre.

Thanks

Ed

Speed 31M Down:12M Up

Ping Couldn't run due to firewall

External IP 195.166.133.161

Serial 42151276542

Traceroute

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

1  10.0.1.1 (10.0.1.1)  1.250 ms  0.833 ms  0.684 ms

2  lo0.14.central14.ptn-bng01.plus.net (195.166.128.233)  20.833 ms  20.470 ms  20.479 ms

3  irb.14.ptw-cr01.plus.net (84.93.249.65)  21.130 ms

    irb.14.ptw-cr02.plus.net (84.93.249.66)  21.046 ms

    irb.14.ptw-cr01.plus.net (84.93.249.65)  21.064 ms

4  lndgw2.arcor-ip.net (195.66.224.124)  23.217 ms

    ae2.ptw-cr01.plus.net (195.166.129.4)  20.955 ms  21.242 ms

5  lndgw2.arcor-ip.net (195.66.224.124)  23.625 ms  22.246 ms  23.008 ms

6  * 85.205.0.93 (85.205.0.93)  25.616 ms  22.440 ms

7  * * *

8  * * *

9  * * *

10  * * *

[andyu1]

@matt_jackson, having the same problem as you. Whilst Vodafone have yet to resolve my issue, I did learn along the way that the correct procedure for a reset on a v3 is to hold the reset button for 5secs and release. Holding for 20 secs and then releasing actually switches the unit off. Quite how this little titbit isn't explained in the documentation or universally known amongst the Vodafone suresignal tech support community is a mystery
Doesn't help with get it to work however - good luck:(

[Retired-Sarah]

@samsurfer Everything looks good from what you’ve provided.

I can see that you’ve last connected on the 25 June at 22:06.

Please try a different Ethernet cable and to ensure that all the following ports are open as follows:

Ports to be opened for forwarding

• 8 (TCP & UDP)
• 50 (TCP & UDP)
• 53  (TCP & UDP)
• 67 (UDP)
• 68 (UDP) 
• 123 (UDP)
• 500 (UDP)
• 1723 (TCP & UDP)
• 4500 (UDP)
• 33434 - 33445 (UDP)

IP addresses to be allowed on the router & firewall

• 183.133.177-179
• 183.133.181-182
• 183.131.128-191

@webby10 Please try deregistering the Sure Signal and re-registering.

@edbond Please ensure that the following ports are open:

Ports to be opened for forwarding

• 8 (TCP & UDP)
• 50 (TCP & UDP)
• 53  (TCP & UDP)
• 67 (UDP)
• 68 (UDP) 
• 123 (UDP)
• 500 (UDP)
• 1723 (TCP & UDP)
• 4500 (UDP)
• 33434 - 33445 (UDP)

IP addresses to be allowed on the router & firewall

• 183.133.177-179
• 183.133.181-182
• 183.131.128-191

I can see it's registered successfully on 25 June at 17:30, so once the above steps have been followed please perform a reset:

• Unplug the Ethernet cable from the Sure Signal
• Locate the button on the base of the box next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

[samsurfer]

Hi Sarah

Thanks for getting back.

Wher you say...

quote>

IP addresses to be allowed on the router & firewall

• 183.133.177-179
• 183.133.181-182
• 183.131.128-191

<endquote

...I assume you mean 212.183.133.177 etc. Is that correct?

[drey_p]

I think what she means is that you need to allow, on your router, the range of IP addresses provided

[samsurfer]

Hi drey_p

Thanks for the input.

I get that she wants those IP ranges allowed, but there are only three octets in each of those ranges aren't there? For example, the first range would be:

183.133.177 and 183.133.178 and 183.133.179

I may be really dumb here, but those aren't full IP addresses are they?

[arukDave]

Yes.

As before, stick 212. in front of what they quote, and again yes, the - and (resulting) 5th number denote an "address range".

It's best (in routers that are capable of this) to just allow all protocols from those addresses (and those only!) To pass unmolested to the internal fixed IP address that you allocated to your SureSignal. (You did assign or reserve it a fixed LAN address.)

I.e.  Set up "address based" rules, not "protocol" or "port" based rules.

212.183.133.177 - 179 (three addresses)

212.183.133.181 - 182 (two addresses)

212.183.131.128 - 191 (sixty four addresses!)

(No one knows what 212.183.133.180 is, and why it's omitted.)

Setting up "protocol based" rules, can seriously ruin your day if you have other systems/services that use any of them, such as (but not only) many office vpn's for example, for outworkers etc to connect in with... Especially if you also have the utterly lame so called "Business Hub" from BT! Regards.

Dave B. (No affiliation to anyone, or anything.)