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

[dw1287]

Hi Ben,

Thanks for replying.

Yesterday (Saturday) the VSS was showing as working again !  Based on your IP theory I checked the current address and it's now showing as 87.112.114.33.  I have raised a ticket with my ISP to find out why the first IP was deemed to be outside of the UK.

However I have just checked online and that first IP is showing as based in Sheffield, UK.  Why does Vodafone think it is not based in the UK ??

Regardless of the outcome, thankfully it would appear to be working for the time being.

Regards,

David

[davidmelville]

Dear Kay

Thank you for your reply and for trying to help me.  

I am pleased to say that I got my sure signal to work by altering the router settings to allow ipsec passthrough as had been described by other users.   I had previously bought a copy of pFconfig to set up port forwarding, but nothing worked until the setting for ipsec passthrough had been amended.

Its odd that vodafone doesn't include any of this with the documentation that accompanies the device.  They imply that it should work out of the box.

Best wishes,

DAvid melville

[CarolineBuss]

Hi,

Just got VSS 3 and after working since Wednesday.  I have noticed today it has lost signal and the last 2 lights are stick on orange.I have conducted the tests as per your trouble shooting guide and the results are as follows:

Speed Test:

Download 48.46Mbps

Upload 9.93 Mbps

Ping 13 ms

Ping Test:

Ping 14 MS

Jitter 1 ms

External IP Address:

62.208.36.129

Sure Signal Ser No:

42142836362

Traceroute Results:

Last login: Sun Aug 10 20:30:26 on ttys000

MacBookAir-CarolineBuss-2:~ caroline.buss$ traceroute 212.183.133.177

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

 1  zyxel.com (192.168.1.254)  6.230 ms  1.006 ms  1.057 ms

 2  rsvd-ifnl-temp-net-78.235.208.62.in-addr.arpa (62.208.235.78)  12.456 ms  36.933 ms  9.999 ms

 3  ge-2-0-0-xcr1.lsw.cw.net (194.112.69.129)  35.636 ms  58.647 ms  38.402 ms

 4  ae12-xcr1.lnd.cw.net (195.2.25.30)  41.366 ms

    ae12-xcr1.lns.cw.net (195.2.28.26)  40.493 ms  58.684 ms

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MacBookAir-CarolineBuss-2:~ caroline.buss$

Hope you can help me.

Many Thanks

Caroline

[Retired-Matt_B]

Hi David and Caroline,

@Retired-David - We use a system called RIPE to check the IP and it's certainly showing as being based outside the UK. As Ben mentioned, your ISP should be able to help with this.

@Caroline - I can see that your Sure Signal connected to our systems last night. Is everything back up and running?

Thanks,

Matt B

[triggers]

Good day!

BT HUb 4 and Sure Sugnal v3 worked fine until a week ago when BT upgraded my line to Infinity & BT Hub 5. Broadband works fine, but SS v3 no longer functions at all. I have tried numerous re-sets, and had numerous chats with BT who basically said "Nothing to do with them!" My SS v3 shows a continuous "POWER" FLASHING red, with a "USERS" steady/solid White. Neither "INTERNET" nor "SERVICE" lights are on or flashing. I obviously have no mobile connection.

1) Speedtest: 15.23 Download;  0.47 Download

2) Ping: 20 ms

3) External IP Address: 86.176.27.68, with ipV6    ::ffff:56b0:1b44

4) 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 BThomehub.home [192.168.1.254]

2 9 ms 8 ms 8 ms 217.32.140.65

3 9 ms 9 ms 8 ms 217.32.140.14

4 9 ms 10 ms 10 ms 212.140.235.54

5 10 ms 10 ms 9 ms 213.120.182.65

6 10 ms 10 ms 9 ms 31.55.164.107

7 11 ms 10 ms 10 ms 109.159.248.59

8 14 ms 14 ms 14 ms core1-te0-3-0-15.ealing.ukcore.bt.net [109.159.2 48.28]

9 15 ms 15 ms 16 ms peer1-xe1-0-0.telehouse.ukcore.bt.net [109.159.2 54.98]

10 29 ms 24 ms 21 ms lndgw2.arcor-ip.net [195.66.224.124]

11 17 ms 16 ms 16 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. etc. etc.

5) S/N of SS v3:40131579506

I wasted 2 hours yesterday being passed around BT 'TechExperts' - what a joke.....! However, having spent some time today looking at the Vodafone forums it would appear that I am far from alone in having major difficulties 'sorting' out this problem! I have not yet seen any straighforward, easily followed, 'GUIDE' to resolving this issue. Surely, Vodafone, this should not be as difficult as this to get the connection back on line? Without the SS I am entirely without mobile access. I am on an Infinity connection with BT, but Mobile availabilty is non-existent! It's 2014 folks, and I live a mile from a main exchange. Please could someone from Vodafone come up with a simple 'fix'. Thanks. 

[carlmeek]

I've been experimenting with the sure signal to find out why it works in some conditions and not others.

It has come down to a very simple result- the MTU of the link.

If your link has an MTU of less than 1500, then it refuses to work.

I've managed to make it work over a bonded internet link by ensuring 1500 can be passed along the link.

[triggers]

That sounds hopeful - if I knew what it means! Any chance of advice on how to discover/alter the MTU in, I guess, the Hub 5???

Thanks.

[carlmeek]

Run this command from windows command prompt:

ping www.bbc.co.uk -f -l 1472

It will either say "reply from..."  or "packet needs to be fragmented".

[triggers]

Done that.... Reply - "Packets need to be fragmented but DF set.

Packets Sent = 4  RX = 1  Lost = 3"

[carlmeek]

Well - that's your problem.  Your home hub is passing a smaller MTU than 1500.

I'm not familiar with the home hub, so can't help much further.

Total guess...I suspect it might be because it's set into PPPoE instead of PPPoA.  If you can spot that in the settings it's worth a try.