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

[darrenmann]

Hi,

Received the following email extract from customer.care@vodafone.co.uk on 25th January.

Your Vodafone Sure Signal 40130434844 in postcode (omitted) has been suspended due to Inactivity. Find out more at vodafone.co.uk/suresignal

I was out of the country on business and didn't see a reason to keep it powered on. Main issue I have is that it was just 5 days before I was suspended which is just madness to me.

Anyway, get back and try to reconnect and I have the lights related to this thread.

First thing I do is try and follow the link in the email which redirects me to the following page which has nothing - http://help.vodafone.co.uk/system/selfservice.controller?CONFIGURATION=1000&PARTITION_ID=1&CMD=BROWS... This page has been nothing all day.

Replied to the email that had politely told me I was suspended and no response. I've still had no response

Tried to find an email address that may work and it seems I am forced to go via this e-Forum approach.

Anyway,

1. Never had any issue with my network or firewall with the Sure Signal before so its nothing I have done.

2. Tried resetting and this has done nothing

3. Box has been powered for over 24 hours and still is

Sure Signal

Serial No : 40130434844

My IP
176.250.60.113
Sky Broadband

Speed Test
Ping : 37ms
Download Speed : 3.49 Mbps
Upload Speed : 0.59 Mbps

Ping Test
Line Quality : A
Ping 30 ms
Jitter 1ms
Packet Loss 0%
Server : Coventry
Distance < 50 mile

Traceroute

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

  1    24 ms     2 ms     2 ms  SkyRouter.Home [192.168.0.1]
  2     *        *        *     Request timed out.
  3    27 ms    39 ms    39 ms  02780a5b.bb.sky.com [2.120.10.91]
  4    41 ms    32 ms    77 ms  lndgw2.arcor-ip.net [195.66.224.124]
  5    29 ms    29 ms    39 ms  85.205.0.93
  6     *        *        *     Request timed out.
  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 help.

Thanks

Darren Mann

[Retired-Simon]

Hi @darrenmann

I’ve now updated this for you and the Sure Signal is now active.

You’ll need to perform a factory reset as follows:

Sure Signal version 2

• Press the reset button for 30 seconds with the power cable plugged in. You will see the LED flash in sequence 1, 2, 3 then go out.
• Release the reset button (there is no need to remove the power cable).
• The device will now go into a predefined setup sequence which can take anywhere between 20 minutes to 6 hours.

Sure Signal version 3

• Hold the reset button in for 5 seconds then release. This will result in a reset.

Thanks,

Simon

[culleyg]

Hi my Vodafone SureSignal 3 doesn't seem to be working, see below my test results.

Speedtest

Download: 10.82Mbps

Upload: 0.93Mpbs

Ping:33ms

Serial Number: 40124246584

EXT IP: 90.214.47.1

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

1  skyrouter.home (192.168.0.1)  8.589 ms  2.248 ms  3.761 ms

2  * * *

3  0278095e.bb.sky.com (2.120.9.94)  23.791 ms  28.662 ms  24.373 ms

4  lndgw2.arcor-ip.net (195.66.224.124)  24.205 ms  24.350 ms  23.591 ms

5  85.205.0.93 (85.205.0.93)  22.795 ms  24.420 ms  25.823 ms

6  * * *

7  * * *

8  * * *

9  * * *

10  * * *

11  * * *

12  * * *

13  * * *

14  * * *

15  * * *

16  * * *

17  * * *

18  * * *

19  * * *

20  * * *

Many Thanks,

George

[Retired-Sarah]

Hi @culleyg 

Welcome to the eForum.

The Sure Signal’s last connection date is showing as 20 January at 14:06.

Please follow the below to perform a reset:

• 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.

Thanks,

Sarah

[culleyg]

Hi Sarah,

Tried this a few times now and the White interenet button flashes for a few minutes and then the two orange lights return-any other ideas?

Thanks,
George

[Retired-Sarah]

Hi  everyone,

@simay This Sure Signal’s showing as last connected on the 28 January 2015.

Have you tried to deregister and re-register the Sure Signal.

@culleyg  If you can try a new Ethernet cable and in a different location.

If you need further help, please let us know.

Thanks,

Sarah

[jasryan]

Hi 

As of yesterday I have an issue with SureSignal with the lights as per the topic.

Serial No: 40141011029

My IP: 185.58.232.177

Ping Test: 

Line Quality: A

Ping: 30ms

Jitter: 6ms

Packet Loss: 0%

Speedtest:

Ping: 21ms

Up: 4.96

Down: 2.01

Traceroute:

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

 1  192.168.0.1 (192.168.0.1)  0.602 ms  0.290 ms  0.256 ms

 2  185.58.232.190 (185.58.232.190)  5.054 ms  3.800 ms  4.213 ms

 3  92.60.198.126 (92.60.198.126)  6.435 ms  8.782 ms  9.047 ms

 4  92.60.195.177 (92.60.195.177)  9.811 ms  7.433 ms  7.813 ms

 5  92.60.203.109 (92.60.203.109)  9.756 ms  9.452 ms  6.311 ms

 6  92.60.201.245 (92.60.201.245)  8.669 ms  9.659 ms  8.153 ms

 7  91.142.225.66 (91.142.225.66)  7.731 ms  11.245 ms  8.614 ms

 8  91.142.225.98 (91.142.225.98)  8.399 ms  8.023 ms  8.326 ms

 9  91.103.0.149 (91.103.0.149)  8.198 ms  10.068 ms  8.530 ms

10  xe-9-1-0-xcr1.duc.vf.net (208.175.252.153)  12.813 ms  11.752 ms  16.452 ms

11  ae24-xcr1.lns.cw.net (195.2.25.145)  21.735 ms  30.395 ms  21.953 ms

12  * * *

13  * * *

14  * * *

15  * * *

If someone could help that would be great.

Thanks!

[arukDave]

It could be due to your public IP address, being registered in Ireland, not the UK.

inetnum:         185.58.232.0 - 185.58.235.255
netname:         IE-RAPIDBROADBAND-20140526
descr:           Rapid Broadband Ltd
country:         IE

organisation:    ORG-RBL2-RIPE
org-name:        Rapid Broadband Ltd
org-type:        LIR
address:         Rapid Broadband Ltd
address:         ROSSCARBERY
address:         CO CORK
address:         IRELAND

You can check yourself after rebooting your router, as sometimes that will get you a new public IP address, if you leave it off long enough...    When you try that, find your public IP, and enter that here:-

https://apps.db.ripe.net/search/query.html    (Scroll down to the search entry field)

To find out how it appears in the database.

As far as is known (from what Vodafone have told us) client's IP addresses, needs to show up on the "RIPE" database, as located within the UK (or GB) else their servers ignore/block it.

If you are not located in the Emerald Isle, you have a phone call to your ISP's helpdesk to make, to get them to assign you a UK(GB) IP address.    If you are south of the border over there, then I suspect all bets are off, officially anyway.   North of the border, again a phone call to your ISP support is needed.

Regards.

Dave B (Not part of Vodafone.)

[jasryan]

Hi arukDave,

Just realised this is the UK forum, not the Irish one! 

However speaking to Vodafone Ireland, they don't seem to have an answer... I'm almost certain its because my ISP recently moved to a new IP range, and my guess is that the Vodafone system is blocking that IP...just not sure how to get that through to the Vodafone crew in Ireland...

:smileysad:

[srdegnan]

My SS3 stopped working this morning. Had been fine for 2 months. Flashing red light, service/in use solid orange.

Have unplugged and also reset my internet connection .

Information as requested:

My IP 109.155.102.187

Serial 42143523696

Speed: 20Mb down 6Mb up

Ping test - 25ms

Traceroute

tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1     7 ms     9 ms     8 ms  Vigor.router [192.168.1.1]

  2    24 ms    18 ms    19 ms  217.32.143.231

  3    63 ms    18 ms    19 ms  217.32.143.254

  4    28 ms    28 ms    26 ms  213.120.181.18

  5    25 ms    28 ms    31 ms  213.120.180.173

  6    26 ms    29 ms    27 ms  217.41.169.107

  7    26 ms    29 ms    28 ms  acc1-10GigE-11-3-0.sf.21cn-ipp.bt.net [109.159.51.99]

  8    38 ms    47 ms    39 ms  core1-te-0-13-0-11.ilford.ukcore.bt.net [109.15.251.63]

  9    43 ms    39 ms    38 ms  peer1-xe3-0-0.telehouse.ukcore.bt.net [109.159.54.215]

 10    42 ms    37 ms    37 ms  lndgw2.arcor-ip.net [195.66.224.124]

 11    35 ms    37 ms    38 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.