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

[SRM]

@Sukhi - on 15-04-2015 07:43 PM you said my SS3 needs to be sent in for repair. After faffing around for ages with (the idiots that are) your Customer Service Agents, they now tell me I have to take the SS3 into a Vodafone shop for checks - which is just very inconvenient for me - I've got much better things to do than fight my through the traffic to wait for ages to be served in a shop. Please can you sort this/them out?

Thanks

[RobertGreen7]

Hi,

I have now tried it elsewhere, and am getting the flashing red light and two solid orange lights.  What is the next step?

[ELLISJ1234]

Hi Please can you have a look at my new sure signal. I'm getting the flashing power light and middle and right lights on continuously.

UL Speed: 1Mbit

DL Speed: 3Mbit

IP Address: 5.64.227.35

VSS Serial No: 42151152461

Ping: 37ms

I'm on a Sky ADSL (PPoA)

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 SkyRouter.Home [192.168.0.1]
2 * * * Request timed out.
3 37 ms 30 ms 30 ms 02780896.bb.sky.com [2.120.8.150]
4 30 ms 33 ms 29 ms be1.pr2.hobir.isp.sky.com [2.120.10.102]
5 36 ms 31 ms 31 ms 85.205.0.86
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.

Thanks Jon

[Jenny]

Hi @dmlox

From looking at the traceroute you provided above, there’s quite a lot of delay on a few of the hops. This will be due to latency and is something you’ll need to contact your ISP about.

@BlacKnight - There's a 100% packet loss before it reaches us (IP address 195.66.224.124 isn’t ours). You need to contact your ISP to discuss this.

@MrPhoneUser – Your Sure Signal isn’t connecting to our servers. Please test this in another location (a friend or family member’s) and leave connected for 24 hours.

@Chr12– This can depend on an number of things on top of the router, such as the individual user’s set up.

Did you speak to the router manufacturer to see what other rules or settings you may need to adjust?

@RobertGreen7 and @ELLISJ1234 – Your Sure Signals haven’t connected with our servers yet. Please try the following:

Check the physical connection between your Sure Signal and the router/modem.

In order to work, the Sure Signal needs to be connected to a spare Ethernet port on your router or modem, or a Hub/Switch that is connected to an internet gateway.

In some cases, it’s possible for an Ethernet cable to be faulty, in which case it may not allow your router and Sure Signal to talk to each other.

To verify that the Ethernet cable works, check the lights at the back of your Sure Signal where the cable is plugged in.

There should be a link light on permanently which indicates that an electrical circuit has been established through the cable.

There should also be a light which flashes whenever data is being passed through the cable. If either the data light or the link light do not come on, this could indicate a problem with the cable itself. Please try a spare cable, or plug the cable into a different port on your router/modem.

Check that you’ve got an active internet connection.
Make sure you can connect to the internet on another device, such as your PC or phone. If you can’t connect, this indicates a problem with your router or your Internet Service Provider (ISP).

We recommend rebooting the router to see if this then allows you to connect to the internet.

Reboot your router/modem.

1. Turn off your router or modem at the wall for 10 seconds and then turn it back on
2. Wait for the lights on your modem/router to indicate that an internet connection has been established
3. Press the reset button on the Sure Signal

Check that your Sure Signal has been assigned an internal IP address by your router.

The Sure Signal must be assigned an internal IP address by your router. If your router supports DHCP (Dynamic Host Configuration Protocol), this must be enabled as doing so will enable the router to assign an IP address to your Sure Signal automatically.

For more instructions on how to do this, please check your router manual or contact your ISP or router manufacturer.

If your router or network configuration doesn’t allow DHCP, you’ll need to assign a static IP address to your Sure Signal's MAC Address by using your router's configuration panel. Please contact your ISP or router manufacturer for instructions on how to do this. The MAC address can be found on the sticker at the back of the Sure Signal.

Manually configure your router to allow port-forwarding.
In most cases, routers support a system called Universal Plug-n-Play (UPnP), which sets up port-forwarding for you automatically. If you’ve got a complicated network setup, or a complex router, you may need to enter these settings manually.

Please see the following for a list of IP addresses and port numbers that need to be forwarded to your Sure Signal's internal IP address. For instructions on how to do this, we recommend you contact your ISP or Router Manufacturer, or refer to the default guide for your particular make and model, over at http://portforward.com.

Destination IP Addresses:

• 183.133.177
• 183.133.178
• 183.133.179
• 183.133.181
• 183.133.182
• 183.131.128/26

Ports and Protocols:

• 8 – TCP/UDP                 (All routers)
• 50 – TCP/UDP               (All routers)
• 53 – TCP/UDP               (Virgin Super Hubs)
• 67 – UDP                      (Virgin Super Hubs)                                                    
• 68 – UDP                      (Virgin Super Hubs)                                        
• 123 – UDP                    (All routers)     
• 500 – UDP                    (All routers)     
• 1723 – TCP/UDP           (BT Home Hubs)          
• 4500 – UDP                   (All routers)     
• 33434 – 33445 – UDP    (Virgin Super Hubs)

Please note that in the above list of IP addresses, the notation "212.183.131.128/26" means the complete range of IP addresses between 212.183.131.128 and 212.183.131.191

Your router also needs to assign the Sure Signal with a DNS (Domain Name Server) address via DHCP (Dynamic Host Configuration Protocol).

Thanks,

Jenny

[BlacKnight]

@Jenny Thanks for responding to my post.

@BlacKnight - There's a 100% packet loss before it reaches us (IP address 195.66.224.124 isn’t ours). You need to contact your ISP to discuss this.

The whois record for lndgw2.arcor-ip.net [195.66.224.124] shows that this domain is administrated and maintained by vodafone.

Whois Record for Arcor-Ip.net
Domain Name: arcor-ip.net
Registry Domain ID: 1668199_DOMAIN_NET-VRSN
Registry Admin ID:
Admin Name: Frank Wegener
Admin Organization: Vodafone D2 GmbH
Registry Tech ID:
Tech Name: Vodafone Domain Registry
Tech Organization: Vodafone GmbH

Pointing a browser at arcor-ip.net reveals the Vodafone logo.

So it looks like the router at IP address 195.66.224.124 is one of yours, and that my Sure Signal packets are being lost inside Vodafone infrastructure.

[dmlox]

Vodafone re:- S.Sig.v3

@Black Knigth

Nice one!!

I too have the saame stoppage at ldngw1.acor-ip.net and 85.205.0.93

There is worse.

Higher up the chain of comms. Virgin Media appear to be using second class post between their servers.

This is something I rrefer to my I/net provider.

The end of the line,as with yourself and perhaps others, is squarely with Vodafone.

Traffic congestion within a telecomms system is not so much the traffic itself but the inability of the system to handle it. Insufficient capacity!

Come on V'fone look after your customers.

regards

D.Lox

[MrPhoneUser]

Hi,

Took the SS into the office, left it all weekend but no connection (light sequence indicated NTP error!). I noticed through regular checks that the internal IP address of the device kept changing and sometimes didn't show up at all in the device list.

On Monday morning I decided to replace the cheap looking cable that came with it, reset and hey presto! Whithin a few hours it was registered on the Vodafone network.

Given it back to the owner who has taken it back home where it is still working!

Might be worth checking/trying for anyone else experiencing the same.

Regards

Neil

[dmlox]

Hello MrPhoneUser,

Bingo!

In October 2013 I bought a S.Sig.v3 and had severe problems - not connecting.

My B/band provider, a private company, came along and picked up the piece of signal cable provided by V'fone, looked at me and said, something like, 'you'd be better off with a piece of wet string'. He gave me a lenght of patch cable and the S.Sig was up-and-running before he left.

Good reccomendation.

Cheers

D.Lox.

[DaveCD]

@MrPhoneUser,

Thank you for letting us know it's up and running, and for telling us what you did as this will help other readers.

@dmlox,

The Sure Signal has again been connecting since your last post. 

I see we've advised that the speeds need to be addressed with your ISP due to the latency seen.

Please can you confirm who your ISP is we're aware of an issue with one provider that they're investigating.

DaveCD

[dmlox]

Hello DaveCD,

B/band provider is Beeline Broadband

They buy capacity from NYNet

All Beeline connections pass through the NYNet server 37.72.114.62

For 17 months, since it first came into service, my S.Sig.v3 has not given any problems.

Indeed when we have had electrical disconnections or necessary comms. cable re-routing the S.Sig reconnected within a few, less than 10, minutes.

This is  a first.

If you are aware of external landline problems I will pass this on to BeeLine.

Many thanks

D.Lox