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

[adrianadrian]

@Ben_H

This was a replacement. Just logged in and can see it is registered:

Serial Number 

40134657234 

Status

active

and if I try to register it again now -

• Sorry, The serial number you are trying to register is already registered. Please recheck your serial number and try again.

 So any other ideas as to why my ike never gets replied to? does my IP need to be whitelisted? MTU issues?

[Retired-Matt_B]

Hi gstar79 and adrianadrian,

@gstar79 - Your IP address isn't on our whitelist and isn't showing on RIPE as a UK registered IP. As such, you'll need to follow the advice given above and ask your ISP to provide you with a UK based IP address.

@adrianadrian - Could you please let us know your IP address. We'll then get the whitelist checked for you.

Thanks,

Matt B

[simonfulstow]

Dear Sir/Madam

We have installed 2 SureSignals into a very large property that have been working fine for the last 2 months.  All of a sudden (in the last couple of weeks) they have stopped working and now exhibit the:

Power (flashing), Internet (off), In Service (orange), In Use (orange) light combination.

Requested information below.

Regards

Simon

Speed Test Result:

Download: 59.25Mbps

Upload: 15.19

Pingtest Result:

Ping: 27ms

Jitter: 1ms

External IP:

86.153.140.117

Serial Numbers:

40140917044

40140915626

Traceroute: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  192.168.47.1
  2     6 ms     6 ms     6 ms  217.32.142.8
  3    51 ms     6 ms     6 ms  217.32.142.78
  4     7 ms     6 ms     6 ms  host109-159-245-130.range109-159.btcentralplus.com [109.159.245.130]
  5     6 ms     7 ms     6 ms  213.120.162.69
  6     7 ms    12 ms     7 ms  31.55.165.109
  7     6 ms     8 ms     6 ms  109.159.250.182
  8    15 ms    15 ms    16 ms  core2-te0-4-0-0.ealing.ukcore.bt.net [109.159.250.131]
  9    15 ms    14 ms    15 ms  core1-pos9-2.bletchley.ukcore.bt.net [194.72.31.153]
 10    17 ms    19 ms    14 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    19 ms    20 ms    18 ms  85.205.0.93
 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 simonfulstow,

Please deregister your Sure Signal's on your My Vodafone account.

After 24 hours, re-register the Sure Signal's. It can then take up to 6 hours for them to connect, however you should find after this time that you'll be up and running.

Thanks,

Matt B

[gstar79]

Hello all,

The Sure Signal was working for me this morning. I found the following link really useful on the plusnet forum Plusnet link with Technicolor settings for Sure Signal . I had already setup port forwarding, then unplugged my network equipment and reconnected in the order described. At first there was no improvement but I left if overnight, checked at 7am with no orange lights and I have full Vodafone signal in the house once again.

Good luck to the others.

Grant

[adrianadrian]

@Matt_B I pm'ed you the ip. Any progress?

Thx

[Gemma]

Hi adrianadrian,

PM messages won’t reach us, due to the amount of queries we deal with.

Please post your IP address here or get in touch here if you don’t want to post it to the eForum.

Thanks,

Gemma

[bba]

Speed test results: 2.51 mbps download, 0.38 upload. (Unusually bad)

Ping: 51 ms, jitter 3 ms, packet loss 0%

External IP address: 86.131.246.252

Sure Signal V3 serial number: 40124150794

Tracert:

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

  1     4 ms     4 ms     3 ms  10.0.1.1
  2    24 ms    19 ms    24 ms  217.47.144.250
  3    22 ms    21 ms    23 ms  217.47.144.161
  4    31 ms    32 ms    37 ms  213.1.69.126
  5    30 ms    33 ms    32 ms  217.41.169.103
  6    27 ms    29 ms    27 ms  217.41.169.235
  7    34 ms    29 ms    27 ms  217.41.169.109
  8    33 ms    32 ms    29 ms  acc2-xe-0-2-1.sf.21cn-ipp.bt.net [109.159.251.213]
  9    36 ms    36 ms    33 ms  core1-te-0-4-0-17.ilford.ukcore.bt.net [109.159.251.53]
 10    35 ms    35 ms    35 ms  peer1-xe3-1-0.telehouse.ukcore.bt.net [109.159.254.213]
 11    43 ms    43 ms    38 ms  lndgw2.arcor-ip.net [195.66.224.124]
 12    40 ms    43 ms    39 ms  85.205.0.86
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.

In addition to this I have received a text message that read: "Your Vodafone Sure Signal is now ready to use, by you and all the people you have registered to it. To add new numbers to your Sure Signal go to vodafone.co.uk/suresignal" which is nice, but patently incorrect.

[Ibuswell]

I have three sure signals – a series 1 and series 3 have been in regular use for over a year without problem. Third one has connected but only used occasionally. Since last weekend nothing has connected. Have followed all the obvious troubleshooting. Have tried in a DMZ and have verified router (Draytek) isn’t checking the “do not fragment” header flag. Have reregistered the two version 3’s. Nothing has worked. Could you check your end ?

Thanks

Version 3 VSS Lights (Power - flashing, Internet - off, In Service - orange, In Use - orange)

Eclipse Internet 81.168.69.185

37.32 Mbps Down 1.82 Mbs UP

Ping 14ms Jitter 0ms

Serial:

(Series 1) 21224654331

(Series 3) 40132739919

(Series 3) 40132740727

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 192.168.1.254

2   10 ms   10 ms   10 ms lo0_ecldsl-bba5.th.eclipse.net.uk [82.153.1.61]

3   10 ms   10 ms   10 ms 91.85.10.21

4   10 ms   11 ms   10 ms 62.164.130.53

5   10 ms   28 ms   11 ms vl-7.lon-th2cr.spn.kcom.com [86.54.161.149]

6   11 ms   15 ms   14 ms ldngw1.arcor-ip.net [195.66.224.209]

7   12 ms   12 ms   12 ms 85.205.0.93

8     *      *       *     Request timed out.

9     *       *       *     Request timed out.

…..

30     *       *       *     Request timed out.

Trace complete.

[Sukhi]

Hi bba,

Thanks for providing the details. Everything looks ok with your traceroute. Please make sure you have the correct ports open as well as trying a different Ethernet cable.

See more on port forwarding here.

Ibuswell - Please also try the same as above.

Thanks,

Sukhi