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

[platespin]

@SRM

I had the exact same problem you've described with my SS3 and BT Business Hub 5.

Ignore the Vodafone advice as it will do you no good. I tried for days to get it working but all to no avail.

There's only one solution, bin your BT router, it's garbage!

I bought a DrayTek 2860VnP and no sooner had I configured it SS was up and running again. They are not cheap though, over £200.

I think it's all about allowing fragmented packets (FP) and the BT router doesn't allow them. There's no setting on the BT router to allow FP's so you're kind of stuffed. If you can lay your hands on a router that does allow FP's then I'd be 99% certain your SS will fly again.

I opened a BT Business Direct account and then spoke to a sales guy who arranged for my Draytek router to be on a 30 day evaluation period just in case it didn't work. You might want to concider doing the same thing.

[selectste]

Thanks Vodafone

We are now up and running again

[jhopkins]

Can I ask what they did for you ? I have been  unable  to use  my mobile here  since  Jan. 1st and  have had no useful help from VF at all.

[selectste]

@jhopkins

I posted here with Speed Test, Ping Test, External IP, serial number and trace route and was given a special link to contact Vodafone as there was an issue with our account. The account holder responded via the link and Vodafone contacted her to review the registered phone numbers etc on the account. We then had to reset the VSS and wait 24 hours, after which it was working OK.

[jhopkins]

Sounds as though you've  had  some service  from VF. When I spoke to them on the phone, they firstly told me that BT and suresignal  devices  were  incompatible...then when I said that I'd  been  using  one for years  and it suddenly stopped  working, they said  that  some  of the  suresignal users  on this  forum  would be able to help. Nothing about special links  and  certainly  no calls  from them. Unless of course  they tried  to call me on the  mobile which doesnt  work because  the suresignal doesn't.....that would be  about par  for this outfit !!

[m1kegibson]

UPDATE on my SureSignal

My ISP was SKY regular Broadband, connected via TP-Link ADSL router.

I have just upgraded to SKY Fibre Broadband connected using SKY supplied broadband box and all of a sudden, VSS is all working.

So 2 things have changed - I am now on SKY Fibre broadband AND I am using SKY supplied router.  I cannot say whether changing router addressed the issue or whether switching to different broadband connection.

As an aside, I have NO OPEN ports on router.

[Gemma]

Hi everyone,

@SRM – Your Sure Signal hasn’t yet made any contact with the network.

Please test a different Ethernet cable and check your ports are opened as follows:

• 8 (TCP & UDP)
• 50 (TCP & UDP)
• 53  (TCP & UDP)
• 67 (UDP)
• 68 (UDP) 
• 123 (UDP)
• 500 (UDP)
• 1723 (TCP & UDP)
• 4500 (UDP)
• 33434 - 33445 (UDP)

IP addresses to be allowed on the router & firewall

• 183.133.177-179
• 183.133.181-182
• 183.131.128-191

Once the above steps have been followed please 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.

@DP – At step 5 on your trace route there’s a large amount of latency

On hop 5 of the trace route.

If it’s still not working, you’ll need to speak to your internet service provider.

@jhopkins – I can see we’ve given you all the information, in your other post here.

Thanks,

Gemma

[jhopkins]

..and I have replied   

[arukDave]

Re:

IP addresses to be allowed on the router & firewall

• 183.133.177-179
• 183.133.181-182
• 183.131.128-191

Those addresses are WRONG!   The first octet is missing.

They should be:-

IP addresses to be allowed on the router & firewall

• 212.183.133.177 to 179 (three addresses)
• 212.183.133.181 to 182 (two addresses)
• 212.183.131.128 to 191 (sixty four addresses)

They only need to be allowed for incoming connections, plus you need to setup a static IP address for your VSS on your LAN, by configuring the DHCP server in the router (or elsewhere on your LAN.)  Then tell the router/firewall to route any traffic from only the above public IP address ranges, to the VSS inside your LAN.

99.9% of consumer routers will allow all outgoing requests "From" the VSS with no other configuration by default.

Note too, the router's firewall must allow "Fragmented Packets" to pass from outside, to the VSS.   Especially, if you can't set the router/firewall's "MTU" value to 1500.    If you can't do that, or the router will not permit it, it's all doomed to failure.   (BT Business Hub's typically.)

Vodafone, please edit/correct your boilerplate.

Regards.

Dave B.

(Not part of V'Fone)

[SRM]

@Gemma - thanks for your response. I've replaced the cable (and pluggged it directly into the router, rather via a network switch. Can you see it connected now?

Are you aware of SS3 / BT router  / framented package incompatibility issues?

@platespin, @arukDave - thanks for your warning that we may be doomed for failure - I'll try not to spend too much time banging my head against the wall on this.

You might have thought that the biggest phone mobile / broadband providers could get their products to talk to each other, or am I being hopelessly naive ?!?