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-Simon]

Hi weekender5282,

The whole range should be added to the white list and not just the individual IP.

I can see this was done at 10.17am yesterday.

Is everything working okay now>

Hi simonblackaby,

Please can you answer the questions @grolschuk posted?

Thanks,

Simon

[weekender5282]

Hi Simon,

All sorted and working. Many thanks.

[Retired-Ian_]

Hi @weekender5282 and @simonblackaby,

Thanks for letting us know they're working.

Hi @bobholwill ,

I'd like you to try the Sure Sure at a different address with a different ISP.

Hi @djctec ,

Your IP addresses are fine.

Please reset the Sure Signal following these instructions:

• Unplug the Ethernet cable from the Sure Signal
• 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
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online

Hi @0scar ,

Your IP address is fine.

I can understand your frustration, but we're not able to get another Sure Signal from a store for you.

As soon as we have stock we'll send one to you.

Hi @drewpost ,

Your IP address is fine.

Please can you try the Sure Signal at a different location, with a different ISP.

Hi @DonMacGregor ,

We didn't hear anything back after Gemma replied to you here. 

Hi @itregistration ,

Please can you let us know which ISP and router you use?

Thanks,

Ian

[djctec]

i reset the box this morning and getting the same problem still!

[bobholwill]

tried unit in router at home and it worked fine. Cannot get it to work on our network. Our current settings are as per attachment,

[simonblackaby]

It seems to have sorted itself out and is now working. Thanks for your help.

[bobholwill]

Good morning, still having issues here. When i reset the unit i get Power - flashing, Internet - off, In Service - orange, In Use - orange.

After a while, the power light goes solid, i get a flashing white internet, but no service light, or in use light when making a call.

This morning it has gone back to Power - flashing, Internet - off, In Service - orange, In Use - orange

[woodywookie]

Hello

Sure Signal stopped working on Saturday. Re-set several times but no luck.

Download speed 4.05mbps

Upload speed 0.73mbps

Ping 51ms

Ping 236ms

Jitter 394ms

IP address 146.200.26.14

Serial number 40134725635

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

  1     2 ms     1 ms     1 ms  dsldevice.lan [192.168.1.254]
  2    38 ms    38 ms    38 ms  lo0.10.central10.ptw-bng01.plus.net [195.166.128
.170]
  3    45 ms    38 ms    38 ms  irb.10.ptw-cr02.plus.net [84.93.249.2]
  4    38 ms    38 ms    39 ms  ae2.ptw-cr01.plus.net [195.166.129.4]
  5    40 ms    40 ms    40 ms  ldngw1.arcor-ip.net [195.66.224.209]
  6    41 ms    40 ms    40 ms  85.205.0.86
  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.

Was working fine until Saturday.

Any ideas?

Thanks.

[bobholwill]

Good Morning,

Speed Test  27.21 Mbps / 1.65mbps

Ping 19ms / 1ms Jitter

IP 81.138.20.116

Serial 42143619033

Tracer

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 192.168.1.1
2 11 ms 11 ms 11 ms host81-139-64-1.in-addr.btopenworld.com [81.139.
64.1]
3 13 ms 12 ms 12 ms 213.120.178.141
4 12 ms 12 ms 12 ms 213.120.177.98
5 12 ms 12 ms 12 ms 217.41.168.47
6 12 ms 12 ms 13 ms 217.41.168.107
7 12 ms 12 ms 12 ms acc1-10GigE-0-1-0-4.l-far.21cn-ipp.bt.net [109.1
59.249.70]
8 12 ms 12 ms 12 ms core4-te0-9-0-18.faraday.ukcore.bt.net [109.159.
249.11]
9 14 ms 12 ms 13 ms host213-121-193-137.ukcore.bt.net [213.121.193.1
37]
10 16 ms 15 ms 15 ms lndgw2.arcor-ip.net [195.66.224.124]
11 14 ms 13 ms 13 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.
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.

[bobholwill]

sorry by the way, never worked from new. Using BT Infinity Fibre