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

[Retired-Matt_B]

Hi everyone,

@StevieT03 - We can request individual IP addresses to be added to our whitelist if they're located within the UK. As Plusnet are supplying the connection through IP's hosted in the US, any customer would need to speak to them directly to discuss getting a UK based IP.

@Rachel - I'm glad StevieT03's tip worked Please read the message above regarding your supplier and have a word with them.

@andrewpsk - In most cases, routers support a system called Universal Plug-n-Play (UPnP), which sets up port-forwarding for you automatically. If you’ve got a complicated network setup, or a complex router, you may need to enter these settings manually.

Please see the following for a list of IP addresses and port numbers that need to be forwarded to your Sure Signal's internal IP address. For instructions on how to do this, we recommend you contact your ISP or Router Manufacturer, or refer to the default guide for your particular make and model, over at http://portforward.com.

Destination IP Addresses:

• 212.183.133.177
• 212.183.133.178
• 212.183.133.179
• 212.183.133.181
• 212.183.133.182
• 212.183.131.128/26

Ports and Protocols:

• 8 – TCP/UDP                 (All routers)
• 50 – TCP/UDP               (All routers)
• 53 – TCP/UDP               (Virgin Super Hubs)
• 67 – UDP                      (Virgin Super Hubs)                                                    
• 68 – UDP                      (Virgin Super Hubs)                                        
• 123 – UDP                    (All routers)     
• 500 – UDP                    (All routers)     
• 1723 – TCP/UDP           (BT Home Hubs)          
• 4500 – UDP                   (All routers)     
• 33434 – 33445 – UDP    (Virgin Super Hubs)

Please note that in the above list of IP addresses, the notation "212.183.131.128/26" means the complete range of IP addresses between 212.183.131.128 and 212.183.131.191

Your router also needs to assign the Sure Signal with a DNS (Domain Name Server) address via DHCP (Dynamic Host Configuration Protocol).

Thanks, 

Matt B

[RKnight102]

Thanks Steve, I followed your instructions and it's now working. Yes I am a plusnet customer and it only stopped when my internet needed rebooting.

Rachel

[davidmelville]

I am afraid i cannot get the sure signal to work

serial number 42142801382

speed 59.25 Mbytes/second virgin broadband

ping 19ms jitter 7ms B*

ip 86.7.222.129

Microsoft Windows [Version 6.1.7601]

Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\david>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  my.router [192.168.1.1]

  2     8 ms     7 ms     7 ms  cpc21-alde4-2-0-gw.6-2.cable.virginm.net [86.7.2

22.1]

  3     5 ms     7 ms     7 ms  glfd-core-2b-ae3-1290.network.virginmedia.net [8

6.28.21.177]

  4     8 ms    55 ms     7 ms  popl-bb-1b-ae3-0.network.virginmedia.net [213.10

5.159.245]

  5     8 ms     9 ms     9 ms  popl-bb-2a-ae2-0.network.virginmedia.net [62.254

.42.89]

  6     7 ms     8 ms     9 ms  popl-bb-1c-ae0-0.network.virginmedia.net [62.254

.42.94]

  7     8 ms     8 ms     9 ms  xe-1-0-0-xcr1.lsw.cw.net [166.63.211.129]

  8     8 ms     9 ms     9 ms  ae12-xcr1.lns.cw.net [195.2.28.26]

  9     *        *        *     Request timed out.

 10     *

david melville

(email address removed for security reasons)

[Retired-Kay]

Hi davidmelville, 

Everything looks fine with the details you've provided. 

Please try the Sure Signal at a different location so that we can check there isn't a fault with the device itself. 

arukDave - As long as there has been a connection to our servers, we should still be able to see the firmware the Sure Signal is running. 

Thanks, 

Kay

[carlmeek]

Mine was delivered early this morning and despite numerous resets, not working.

Speed test

14.2mb down 0.53 up

Ping test

55ms jitter 33ms

IP address 5.148.147.134

VSS Serial 42142822883

 traceroute 212.183.133.177

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

 1  10.243.7.1 (10.243.7.1)  1.887 ms  3.603 ms  2.438 ms

 2  10.243.9.1 (10.243.9.1)  35.633 ms  20.153 ms  42.682 ms

 3  * * *

 4  ser036685.ixhs.uk.exponential-e.net (5.148.147.129)  103.244 ms  32.796 ms  29.477 ms

 5  * 2-1-2.cr01.ixhs.uk.exponential-e.net.london1.level3.net (212.113.15.238)  39.574 ms  49.180 ms

 6  xe-10-0-1.edge3.london1.level3.net (212.113.15.237)  25.046 ms  73.437 ms  27.768 ms

 7  195.50.118.230 (195.50.118.230)  46.471 ms  61.980 ms  35.119 ms

 8  ae22-xcr1.lns.cw.net (195.2.30.61)  28.912 ms

    ae10-xcr1.lns.cw.net (195.2.30.5)  30.265 ms

    ae3-xcr1.lsw.cw.net (195.2.30.53)  56.538 ms

 9  * * *

10  ae24-xcr1.lns.cw.net (195.2.25.145)  554.749 ms

    xe-0-0-2-xar1.lo1.cw.net (195.2.30.102)  474.706 ms  554.439 ms

11  xe-0-0-0-xar1.lo1.cw.net (195.2.28.109)  475.179 ms * *

12  * * 166-49-211-254.eu.bt.net (166.49.211.254)  70.783 ms

13  * * *

14  * * *

15  * * *

16  * * *

17  * * *

18  * * *

19  * * *

20  * * *

21  * * *

22  * * *

23  * * *

24  * 

[Retired-Ian_]

Hi carlmeek,

The ISP and trace results are fine, but the Sure Signal hasn't hit our servers.

Please do a factory reset by pressing and holding the reset button for 10 seconds.

If there's still a problem and to rule out a faulty Sure Signal, try it at a different address with a different ISP.

Thanks,

Ian

[carlmeek]

I've tried the following:

1. Full hardware reset.  Same result - relatively quickly goes to Red, plus 2 oranges as per this thread's title.

2. Connect to another BT Home Hub internet link.  Unfortunately due to bugs on port forwarding, wasn't able to set this up meaningfully.  It just sits there with the internet light pulsing white for 1 hour plus.

Is there any other diagnosis that can be done?  Looks like it could be a faulty unit?

[carlmeek]

Please can you 100% confirm that my IP address is whitelisted?  It is an unusual business ISP "Exponential E".

My IP is 5.148.147.134

Thanks

-Carl.

[dw1287]

Hi Team,

Was hoping that I didn't have to post here again....  Replacement VSS from repair centre appears to be playing up !

I was using my phone yesterday evening (browsing the internet) and noticed a warning triangle appear stating there was no phone signal.  I looked at the unit and it had the flashing power, Internet off, In Service orange and In use orange.

I power cycled the device hoping it was just a blip but it didn't help.  This morning the unit was still showing the same problem.  This is a unit sent to us as a replacement for our original unit which was deemed faulty by Vodafone.  We have had the replacement for around 1 month now and it was working fine (we believe) for all that time.

Results from relevant tests are :-

Speed test

Down 15.05 Mbps

Up 1.03 Mbps

Ping test

Ping 35 ms

Jitter 5ms

External IP

146.200.104.108 (PlusNet)

Serial Number

42141939191

Tracert

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

  1     4 ms     1 ms     1 ms  BTHomeHub.home [192.168.1.254]
  2    28 ms    29 ms    28 ms  lo0.10.central10.pcl-bng02.plus.net [195.166.130.151]
  3    28 ms    28 ms    28 ms  irb.10.pcl-cr01.plus.net [84.93.249.81]
  4    29 ms    28 ms    31 ms  ae1.ptw-cr01.plus.net [195.166.129.0]
  5    30 ms    33 ms    32 ms  lndgw2.arcor-ip.net [195.66.224.124]
  6    30 ms    29 ms    30 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

Please can someone look into this to see whether it can be resolved or whether we have yet another faulty unit.

Regards,

David

[Ben_H]

Hi folks,

Carl - Your IP is definitely on the whitelist. What sort of issues are you facing with the port forwarding? You can find support for this here if your ISP have been unable to set it up for you. 

If you're a BT Home Hub 3 user, we're also aware of issues which we've posted about here. 

David - I can see your IP address isn't on our whitelist. We're unable to add it as it's not based in the UK. Please speak to your ISP about your options.

Cheers, 

Ben