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

[oasisfc]

Hi 

My sure singal 2 worked fine until recently. I bought a SS3 and it works for a day or so then keeps going to Version 3 VSS Lights (Power - flashing, Internet - off, In Service - orange, In Use - orange). 

Speed Test:
Download 26.7Mb/s
Upload 8.17Mb/s
Ping 24ms

Ping Test:
Ping 24ms
Jitter 11ms

IP: 151.227.219.26

SS Serial - 40134962279

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\ChrisKerryErinTheo>tracert 212.183.133.177

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

1 5 ms 1 ms 2 ms SkyRouter.Home [192.168.0.1]
2 * * * Request timed out.
3 16 ms 13 ms 14 ms 02780960.bb.sky.com [2.120.9.96]
4 14 ms 14 ms 14 ms ae51.edge6.London1.Level3.net [212.113.9.53]
5 13 ms 13 ms 13 ms vl-3515-ve-129.csw1.London1.Level3.net [4.69.166
.74]
6 14 ms 12 ms 13 ms ae-116-3502.edge3.London1.Level3.net [4.69.166.1
34]
7 15 ms 14 ms 14 ms 195.50.118.230
8 15 ms 14 ms 15 ms 195.2.30.61
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.

[Retired-James]

Hi oasisfc,

Everything looks fine with the tests that you’ve done and I can see that it did connect to the server last night.

If you do a full reset on the Sure Signal, it should kick this back into life.

-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.

The Sure Signal will be back online in around 1 hour.

@StanH – I can see that your Sure Signal hasn’t connected to the server at all.

Please can you go through the port forwarding instructions here and let me know how you get on?

James

[StanH]

Hello,

I have a VSS 3 but am unable to get it connecting to Vodafone. The lights on the device flash as described in the subject after the Internet light is flashing for a while. I ran through the steps suggested in the guide and get the following results.

Speed Test:

Download 7.49 Mbps

Upload 1.30 Mbps

Ping Test:

Ping 65ms

Jitter 16ms

External IP Address:

195.160.214.114

Sure Signal Ser No:

40133636197

Traceroute Results:

Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\owner>tracert 212.183.133.177

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

  1     1 ms     6 ms    <1 ms  router [192.168.1.1]
  2     3 ms     3 ms     3 ms  10.32.55.1
  3     6 ms     4 ms     4 ms  10.32.52.249
  4     5 ms     5 ms     7 ms  10.32.4.233
  5    11 ms    14 ms     7 ms  10.32.60.249
  6    14 ms    15 ms     9 ms  10.32.0.121
  7    14 ms    11 ms     7 ms  195.160.214.1
  8    14 ms    17 ms    10 ms  10.20.30.1
  9    40 ms    46 ms    32 ms  popl-lam-4-tenge13-3220.network.virginmedia.net
[62.255.85.254]
 10    36 ms    34 ms    30 ms  popl-core-2b-xe-121-0.network.virginmedia.net [8
2.14.168.6]
 11    43 ms    50 ms    30 ms  popl-bb-1b-ae9-0.network.virginmedia.net [82.14.
127.245]
 12    51 ms    50 ms    29 ms  popl-bb-2a-ae2-0.network.virginmedia.net [62.254
.42.89]
 13    62 ms     *       22 ms  popl-bb-1c-ae0-0.network.virginmedia.net [62.254
.42.94]
 14    20 ms    23 ms    26 ms  xe-1-0-0-xcr1.lsw.cw.net [166.63.211.129]
 15    33 ms    28 ms    31 ms  ae12-xcr1.lns.cw.net [195.2.28.26]
 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 is much appreciated.

Thanks,

Stan

[drdan86]

Hi.

I've had VSS for a while now and its worked fine, upgraded to fibre optic broadband today, and since the sure signal hasn't worked, clearly it relates to that, I've tried resetting but it makes no difference so not sure. getting the lights as specificed at the top of the thread.

Speed test:

Ping: 15ms

Download: 2.33 mbps

Upload: 10.17 mbps

Ping test

Ping: 46ms 

Jitter: 27ms

IP: 146.200.211.251

Sure Signal No:40133803581

Trace route:

1 2 ms 1 ms 1 ms dsldevice.lan [192.168.1.254]
2 17 ms 16 ms 16 ms lo0.10.central10.ptn-bng01.plus.net [195.166.128.228]
3 17 ms 960 ms 16 ms irb.10.ptw-cr02.plus.net [84.93.249.2]
4 792 ms 16 ms 47 ms ae2.ptw-cr01.plus.net [195.166.129.4]
5 17 ms * 272 ms te-3-4.car5.London1.Level3.net [217.163.45.181]

6 265 ms 16 ms 16 ms ae-51-51.csw1.London1.Level3.net [4.69.139.88]
7 26 ms 17 ms 16 ms ae-118-3504.edge3.London1.Level3.net [4.69.166.142]
8 18 ms 17 ms 17 ms 195.50.118.230
9 18 ms 17 ms 17 ms 195.2.30.61
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.

Any help would be appreciated

Thanks

Daniel

[Sukhi]

Hi drdan86

From what I can see your IP address is not showing as being a UK registered IP range. You will need to speak to your internet service provider before we can add it to our whitlist.

Thanks

Sukhi

[AJL1]

Hi I have the same problem.  Steady service and user leds, flashing power.  If you could check your systems I would be grateful.   Thanks in anticipation.

Speedtest:

Ping 14ms

Down  6.41 Mbps

Up 0.38 Mbps

Pingtest

Line quality A

Ping 27ms

Jitter 1ms

Packet Loss 0%

IP Address  BT  81.154.20.2

Serial Number  40134944731

C:\>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  router.asus.com [192.168.1.1]

  2    12 ms    12 ms    13 ms  esr11.faraday3.broadband.bt.net [217.47.166.142]

  3    13 ms    13 ms    13 ms  217.47.166.13

  4    13 ms    14 ms    13 ms  213.1.69.82

  5    13 ms    13 ms    13 ms  217.41.168.9

  6    13 ms    13 ms    13 ms  217.41.168.107

  7    13 ms    13 ms    13 ms  109.159.249.80

  8    14 ms    13 ms    14 ms  core1-te0-7-0-7.faraday.ukcore.bt.net [109.159.2

49.23]

  9    13 ms    13 ms    13 ms  peer2-xe8-0-0.telehouse.ukcore.bt.net [109.159.2

54.177]

 10    14 ms    14 ms    14 ms  t2c3-xe-0-1-3-0.uk-lon1.eu.bt.net [166.49.211.16

8]

 11    14 ms    13 ms    13 ms  166-49-211-254.eu.bt.net [166.49.211.254]

 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.

[Retired-Matt_B]

Hi AJL1,

Everything is fine with the results you've posted.

I can see that your Sure Signal contacted our servers last night. Could you let us know if it's now working properly?

Thanks,

Matt B

[AJL1]

Hi Matt

No sorry still not working.  I rebooted it this morning and still nothing.

Regards

Angus

[jumpin_jon]

Hi,

VSS was previously working, until moving to BT Infinity.  BT Business Hub 3, MTU: 1492.

Speed test results: 75/18 Meg
Ping test results: 33ms / Jitter: 1ms

External IP: 213.123.224.249 (Static)

Sure Signal serial number: 40134723812

Tracert:

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

  1     1 ms     1 ms     1 ms  firewall.southdown.local [Removed]
  2    11 ms    10 ms    10 ms  host81-139-160-1.in-addr.btopenworld.com [81.139.160.1]
  3    11 ms    10 ms    10 ms  213.120.182.141
  4    11 ms    11 ms    11 ms  213.120.161.82
  5    11 ms    11 ms    11 ms  31.55.164.47
  6    11 ms    11 ms    11 ms  31.55.164.107
  7    11 ms    11 ms    11 ms  109.159.248.83
  8    17 ms    15 ms    23 ms  core2-te-0-4-0-4.ilford.ukcore.bt.net [109.159.248.6]
  9    16 ms    16 ms    16 ms  peer2-xe3-2-0.telehouse.ukcore.bt.net [109.159.254.221]
 10    18 ms    17 ms    19 ms  t2c3-xe-11-2-1-0.uk-lon1.eu.bt.net [166.49.211.198]
 11    18 ms    20 ms    18 ms  166-49-211-254.eu.bt.net [166.49.211.254]
 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.

[Retired-Matt_B]

Hi jumpin_jon,

I've initiated a resync of your Sure Signal from this end.

Could you please do a reset of your Sure Signal by following the steps below:

• Locate the reset 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.

Thanks,

Matt B