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

[Jerry49Taylor]

I had a text and an email this morning telling me my Sure Signal unit had been suspended again so I phoned 191 and was told that the unit would be permanently disabled. There ensued a free and frank exchange of views about the utter unacceptability of Vodafone refusing to let the equipment they sold me connect then blaming me after which 3rd level support were contacted.

It turned out that it was after all possible to re-register my unit, stop blocking my ip address and now it appears to be working again.

[razor77]

I am using a BT Homehub5 with Infinity from BT.  I use an EE Femtocell with no trouble.

As far as I know I have set up the sure signal via my account and added my phone number.

I have followed advice on this forum to open various ports and also ensure access placed the suresignal into the DMZ.

I would welcome a quick response, as I am within the 14 day return period for my phone contract, if I can't use at home, I need to return the phone.

Speedtest 

Download 20.40Mbps  Upload 7Mbps

Pingtest

Ping 22ms

Jitter 9ms

IP Address 

86.160.183.254

Seriel number 

42144620889

Trace route from a Mac.

LT0426-M:~ bsharp$ traceroute 212.183.133.177

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

1  bthomehub (192.168.1.254)  6.283 ms  1.922 ms  1.731 ms

2  217.32.143.228 (217.32.143.228)  6.910 ms  6.583 ms  6.625 ms

3  217.32.144.14 (217.32.144.14)  8.923 ms  46.665 ms  6.023 ms

4  212.140.235.226 (212.140.235.226)  8.550 ms  8.658 ms  8.322 ms

5  217.41.169.39 (217.41.169.39)  11.670 ms  9.573 ms  9.532 ms

6  217.41.169.107 (217.41.169.107)  9.678 ms  10.670 ms  10.229 ms

7  acc1-xe-5-0-3.sf.21cn-ipp.bt.net (109.159.251.113)  9.453 ms

    acc1-xe-5-2-3.sf.21cn-ipp.bt.net (109.159.251.121)  8.368 ms

    acc1-10gige-2-1-2.sf.21cn-ipp.bt.net (109.159.255.159)  17.696 ms

8  core1-te0-5-0-7.ilford.ukcore.bt.net (109.159.251.149)  20.799 ms

    core1-te-0-0-0-17.ilford.ukcore.bt.net (109.159.251.189)  21.216 ms

    109.159.251.41 (109.159.251.41)  18.557 ms

9  peer1-xe11-0-0.telehouse.ukcore.bt.net (109.159.254.124)  17.969 ms

    194.72.31.139 (194.72.31.139)  13.252 ms

    peer1-xe0-0-0.telehouse.ukcore.bt.net (109.159.254.96)  17.012 ms

10  lndgw2.arcor-ip.net (195.66.224.124)  26.207 ms  20.838 ms  21.683 ms

11  85.205.0.86 (85.205.0.86)  17.814 ms  20.743 ms  19.469 ms

12  * * *

13  * * *

14  * * *

15  * * *

16  * * *

17  * * *

18  * * *

19  * * *

20  * * *

[Ben_H]

Hi folks,

@Jerry49Taylor - I'm sorry to see you struggled. I'm glad that your IP address was added to the whitelist to sort your issue.

@razor77 - Welcome to the eForum! BT Broadband has a 'Smart Setup' page that devices have to go through before they can connect to the Internet.

With the Smart Setup switched on, the Sure Signal wouldn’t connect. Please use your router settings to disable this feature before switching your Sure Signal on. You'll only need to do this once (or each time you switch off/lose power to you router).

This will also help if you use other Wi-Fi enabled devices such as game consoles or Chromecast.

Cheers,

Ben

[Jerry49Taylor]

@Ben_H - since my last post the problems have returned. I got another automated SMS at 5am telling me that my Sure Signal had been suspended due to "inactivity".

I got put through to Simon on 3rd level support, I think he said he was part of the TRAC team. After further restarts and resets I now have a working Sure Signal with solid red and two solid white lights. Simon's guess is that the unit is unable to contact the server to confirm its connected and I am being timed out. Is there any way to confirm this?

I am on a Sky router and we opened up some incoming ports, but Sky have unhelpfully just provided a list of well known services for me to select so I can't open up any port that isn't on their list. UPnP is enabled and has always worked fine for other devices, my Mac has no problems opening up outgoing ports for example.

[Jerry49Taylor]

I've found how to add arbitrary 'services' to the Sky router so I can open all the ports in the required list. A bit of a faff but it can be done.

[Eli-suresignal]

Having spent over 3 hours with tech support and being advised the only way to confirm if Sure Signal was working was to try it with another ISP for 24 hours, however given our remote location and current weather situation this is not feasible at the present time.

I thought it may be useful to try a traceroute first...it appears as though the route gets as far as Vodafone then no further - can anyone help as we have no mobile access at present?

C:\Users\eli>tracert 212.183.133.177

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

  1     2 ms     1 ms     3 ms  192.168.0.1
  2    40 ms    38 ms    39 ms  193.29.223.172
  3    39 ms    39 ms    39 ms  gi-0-1-0-10.312.cr01.the-lon.pulsant.net [193.29
.223.226]
  4    42 ms    42 ms    41 ms  lndgw2.arcor-ip.net [195.66.224.124]
  5    41 ms    40 ms    40 ms  85.205.0.86
  6     *        *        *     Request timed out.
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10     *        *   

[marklockett2103]

Hi

our previous ss just stopped working. new on is the same

ive got flashing power light, no internet, and other 2 on solid

ip address 81.139.220.228

ping 31ms, jitter 1ms

speed

d 1.18m

u .33m

Serial 42144741396

C:\Users\Mark> 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  192.168.1.254
  2    33 ms    33 ms    33 ms  host81-139-192-1.in-addr.btopenworld.com [81.139
.192.1]
  3    33 ms    33 ms    33 ms  213.120.182.141
  4    34 ms    33 ms    33 ms  213.120.161.82
  5    34 ms    34 ms    35 ms  213.120.182.67
  6    34 ms    34 ms    34 ms  31.55.164.107
  7    34 ms    34 ms    34 ms  109.159.248.69
  8    40 ms    42 ms    38 ms  core2-te0-15-0-15.ilford.ukcore.bt.net [109.159.
248.36]
  9    39 ms    39 ms    38 ms  peer1-xe4-1-0.telehouse.ukcore.bt.net [213.121.1
93.152]
 10    42 ms    41 ms    40 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    41 ms    40 ms    39 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.

Trace complete.

[simonblackaby]

Hi,

I've set this sure signal box up before, (having solved the same issue before), but on installing it again this time I'm experiencing this faliure to authenticate on the Vodafone Network.

Speedtest: 

Ping 24 ms

Download 7.75

Upload 7.54

Ping:

Ping 28ms

Traceroute:

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

1  10.27.207.254 (10.27.207.254)  4.754 ms  3.319 ms  4.653 ms

2  * * *

3  lin-coucs1-int-a.backbone.ox.ac.uk (192.76.34.29)  7.277 ms  4.174 ms *

4  lin-coucs1-int-b.backbone.ox.ac.uk (192.76.34.30)  9.236 ms  22.216 ms  10.709 ms

5  lin-neptune-int-a.backbone.ox.ac.uk (192.76.34.93)  2.946 ms  4.264 ms  6.453 ms

6  lin-neptune-ext-b.backbone.ox.ac.uk (163.1.120.2)  13.667 ms  7.979 ms  12.529 ms

7  lin-joucs1-ext-a.backbone.ox.ac.uk (192.76.34.193)  5.079 ms  9.188 ms  8.071 ms

8  * xe-1-2-0.oxfo-rbr2.ja.net (193.63.109.109)  13.285 ms  3.856 ms

9  ae2.read-rbr2.ja.net (193.63.108.133)  3.869 ms  4.956 ms  3.888 ms

10  ae1.read-rbr3.ja.net (193.63.108.130)  7.169 ms  4.592 ms  3.962 ms

11  ae21.londpg-sbr1.ja.net (146.97.37.205)  4.714 ms  6.540 ms  5.823 ms

12  ae30.londtw-sbr1.ja.net (146.97.33.6)  6.388 ms  10.521 ms  5.312 ms

13  ae29.londtn-sbr1.ja.net (146.97.33.10)  7.424 ms  9.763 ms  5.389 ms

14  ae0.lond-gw-ixp4.ja.net (146.97.35.182)  11.180 ms  5.741 ms  5.965 ms

15  lndgw2.arcor-ip.net (195.66.224.124)  8.945 ms  8.557 ms  10.282 ms

16  85.205.0.86 (85.205.0.86)  7.718 ms  6.926 ms  7.748 ms

17  * * *

18  * * *

19  * * *

20  * * *

21  * * *

22  * * *

23  * * *

24  * * *

25  * * *

26  * * *

27  * * *

28  * * *

Many thanks

[Retired-Laura]

Hi guys,

@Jerry49Taylor – Has this now resolved the issues?

@arukDave – Thanks for the feedback.

@tlpvoda – If you’re still having issues accessing the link, please clear your cache, cookies and try from another browser.

@Eli-suresignal – Welcome to the eForum.

Can you let us know the serial number of the Vodafone Sure Signal and your IP address?

@marklockett2103 – your trace route looks fine.

Make sure that your IPSEC setting has been selected on your router settings, if you’re unsure on how to do this, contact your internet service provider, and perform a re-set on the Vodafone Sure Signal.

@simonblackaby – Can you let us know your serial number and which internet service provider you’re using, and if there is a different light sequence.

Cheers,

Laura

[Eli-suresignal]

Hi Laura,

My IP Address is: 212.20.233.147

Sure Signal Serial Number is: 42143521773

Many thanks for looking into this.

Kind regards,

Eli.