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

[CScottAxis]

AltNetTechSuppr

The suresignal connects outbound using IPSEC VPN and does not listen for incoming PPTP (would you trust a 3rd party having a permanent link to your clients network?)

If you have some time for experimentation, once your have a working sursignal remove any port forwards you may have configured and test again. My experience is it will carry on functioning fine.

[AltNetTechSuppr]

@ CScottAxis Thanks, I have removed the rule for 1723 it was added as requested by one of the Voda TS on the forum and would only be open to the Voad addresses.

It was suggested that we NAT all of the below, seems a little extreme

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

    212.183.133.177-179

    212.183.133.181-182

    212.183.131.128-191

Now just waiting on Voda TS to whitelist the rest of the clients range.

FYI Voad: 02 have a helpline for this and added my IP to whitelist within 20 mins on the phone to them. This forum is a slow and poor way to support this product. Alternative Networks are a virtual service provider with your network and are one of your biggest resellers.

Kind regards

[CScottAxis]

AltNetTechSuppr

Setup a port mirror on a switch/router and capture the traffic with wireshark. Again my testing of the suresignal when i had one was that it did not recieve any incoming traffic on the mentioned ports, and just connected outbound. The important factor was that the router in use handled IPSec Nat-T vpn correctly

Yes some of the ports that Voda Tech list would be required in an outbound direction if you have outbound traffic locked to only allowed ports, rather than all outgoing traffic like your average home/smb setup, but this information about opening inbound ports is not correct IMHO.

[Retired-Matt_B]

Hi Everyone,

@Jasey - is the Sure Signal now working? It's showing as fully registered half hour after your last post.

@ChriX - What routers are you using at home and at the office?

@AllNetTechSuppr We will need the IP range,  we can check the whitelist and add them if needed. If you do PM them to someone, could you reply on the thread with who you've sent them to. You can call 191 and add the check the IP range over the phone.

Thanks,

Matt B

[AltNetTechSuppr]

Hi Matt B

I have PM'ed you my clients network range.

Many thanks

[AltNetTechSuppr]

Hello,

Please can you confirm that you are looking at this.

Many thanks

[Jasey]

---

@Matt_B wrote:

@Jasey - is the Sure Signal now working? It's showing as fully registered half hour after your last post.

@Matt

Yes it is. I obviously wasn't patient enough. Is there any explanation as to why it would disconnect itself for such a long period of time? Nothing has changed on my home network.

[DaveCD]

Hi Jasey.

It may not be something that you've changed, but your ISP may have.

I'm glad to see it's up and running, let us know if you need any further support.

Hi AltNetTechSuppr.

This has been sent off to the relevant team, and Matt will be in touch once he's got more information.

DaveCD

[fipickworth]

Hi,

I got a VSS 3 a couple of weeks ago and it failed to work, showing the above symptoms. I phoned Vodafone customer support and they told me the VSS must be faulty, and to replace it. However, the new one I now have shows the same problems. I've tried resetting it, to no avail.

Speed test:

Download speed: 49.11 Mbps

Upload speed: 2.95 Mbps

Ping: 19 ms

Ping test:

Ping: 34 ms

Jitter: 6 ms

External IP address: 77.99.177.86

Sure Signal serial number: 40134911177

Traceroute:

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

 1  * * *

 2  cpc2-dals14-2-0-gw.hari.cable.virginm.net (77.99.176.1)  10.730 ms  10.569 ms  8.708 ms

 3  hari-core-2b-ae4-735.network.virginmedia.net (213.104.84.173)  12.254 ms  13.780 ms  64.621 ms

 4  popl-bb-1b-ae8-0.network.virginmedia.net (81.96.16.205)  10.564 ms  9.543 ms  15.117 ms

 5  popl-bb-2a-ae2-0.network.virginmedia.net (62.254.42.89)  21.189 ms  9.158 ms  10.964 ms

 6  popl-bb-1c-ae0-0.network.virginmedia.net (62.254.42.94)  8.428 ms  12.628 ms  11.055 ms

 7  xe-1-0-0-xcr1.lsw.cw.net (166.63.211.129)  16.483 ms  16.376 ms  14.670 ms

 8  ae12-xcr1.lnd.cw.net (195.2.25.30)  17.261 ms  19.370 ms  18.464 ms

 9  ae6-xcr1.bkl.cw.net (195.2.10.242)  22.896 ms  23.244 ms  20.905 ms

10  * * *

11  * * *

12  * * *

13  * * *

14  * * *

15  * * *

16  * * *

17  * * *

18  * * *

19  * * *

20  * * *

21  * * *

22  * * *

23  * * *

24  * * *

25  * * *

26  * * *

27  * * *

28  * * *

29  * * *

30  * * *

Hope you can help!

Frances

[chelseaboy73]

Just got VSS 3 direct from Vodafone Buisness as a trial.

Speed Test:

Download 74.71Mb/s

Upload 24.66Mb/s

Ping Test:

Ping 36ms

Jitter 2ms

External IP Address:

81.149.66.172

Sure Signal Ser No:

40132108206

Traceroute Results:

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

C:\Users\jonl>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177] over a maximum of 30 hops:

1    14 ms     2 ms     1 ms  BTBusinessHub.home [192.168.1.254]  

2    15 ms    14 ms    13 ms  host81-134-112-1.in-addr.btopenworld.com [81.134 .112.1]  

3    15 ms    14 ms    15 ms  213.120.182.141  

4    14 ms    14 ms    14 ms  213.120.161.82  

5    14 ms    14 ms    16 ms  31.55.164.75  

6    14 ms    16 ms    14 ms  31.55.164.107  

7   106 ms    14 ms    16 ms  acc1-10GigE-0-3-0-7.bm.21cn-ipp.bt.net [109.159. 248.118]  

8   153 ms    22 ms    25 ms  core1-te0-15-0-16.ealing.ukcore.bt.net [109.159. 248.44]  

9    28 ms    21 ms    19 ms  peer2-xe4-0-0.telehouse.ukcore.bt.net [109.159.2 52.29]  

10    23 ms    19 ms    21 ms  t2c3-xe-2-1-0-0.uk-lon1.eu.bt.net [166.49.211.18 8]  

11    19 ms    18 ms    18 ms  166-49-211-254.eu.bt.net [166.49.211.254]  

12    21 ms    20 ms    29 ms  ae14-xcr1.lnd.cw.net [195.2.30.113]  

13    26 ms    24 ms    29 ms  ae6-xcr1.bkl.cw.net [195.2.10.242]

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\jonl>tracert 212.183.133.177