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

[jhopkins]

AND I tried the other number....191....the message  said " the number  has  not been  recognised". Is  the idea  that I will eventually  die of old age  trying  to  find a solution and you won't have to bother  with me any more? This is a  total disgrace.

[HalH]

@Kay

How do you suggest I try a different location (we've been round this loop before)? No-one else around here has BT Infinity and I imagine they do not have my kind of router.

The Sure Signal is brand new.

I would say that from the ethernet lights on the back of the device, and the fact that it tries to connect - 8 flashes of the white light next to the power light, then the flashing power and solid orange lights that the VSS is simply failing to connect to Vodafone, as per the definition of ths lights.

It is not showing the "Sure Signal ca't access the Internet" lights, it is showing the "Sure Signal can't access the Vodafone system" lights.

Let's take a short-cut and assume the device is OK. what do we do then? Can I perhaps have my money back?

HalH

[Retired-Jamian]

Hi,

@jhopkins – If you’ve been unable to get through over the phone, please fill out the form in the private message. You’ll be fine to just include your current mobile number in order to proceed. We can then assist you further.

@HalH - I've sent some instructions to your Private Message inbox.

Thanks,

Jamian

[HalH]

@jamian

I've given up and after several hours and many, many different conversations yesterday, I've managed to get my money back for the Sure Signal 3 (although time will tell if it arrives in the account). We will be leaving Vodafone when the contract runs out shortly. Wish I could say thanks for the help, but its the worst organsiation we've had to deal with in many years on all levels

HalH.

[Chr12]

The technical guys at work have taken this in, connected it up to their kit & confirm that it works fine. I assume thefore taht a return for repair, as previously suggested is not warrented.

please advice on how to proceed.

Thank you,

Christopher

[Ben_H]

Hi folks,

@Chr12 - This narrows it down to something on your internet connection or home setup.

As the port forwarding rules you posted last month are correct, I can only advise you speak to the router manufacturer to see what other rules or settings you need to adjust.

@welchmike - Which router are you using with Virgin? Everything on your results checks out OK but this could be a router setting.

@loncam - Your IP address isn't showing as UK based, which is why the Sure Signal isn't working. Who is your ISP? 

@joewilliams - The lights should do as the instructions advise. Please try holding the button down, then removing the Ethernet after thirty seconds (while holding the button in still).

Thanks,

Ben

[Chr12]

I am desperate to resolve this matter- I have tried for over 2 months.

I'm willing to  puchase an alternative router if that what it takes. However I understand suresignal is known to be incompatible with some routers. Please could you advice on wireless routers that are known to be compatible.

Thanks,

Christopher

[joewilliams]

@Kay

The fault remains, unfortunately.

I followed the linked instructions to reset the sure signal, but they don't seem quite right. They say:

1. Locate the button on the base of the box next to the Ethernet ports.
2. Press and hold the button for approximately 30 seconds.
3. Once the lights come back on, release the button.

I've held the button down for 30,40,50,60 seconds, but the lights never actually go out. Are they supposed to, or are the instructions wrong?

I've also tried yet another new router & ethernet cable.

[HalH]

I had to register again because the Vodafone website (on of the slowest websites on the Internet) did not seem to want to send me the email that would refresh the password. I had previously (last July) had trouble witha working VSS Version 2, which miraculously stopped working on the day we upgraded the broadband to BT Infinity. Only thing Vodafone could suggest after lots of toing and froing was taking it round to a neighbour to test out that it was still working. didn't seem to occur that maybe there was a problem between BT Infinity and VSS.

The most common conclusion after many consultations with 'tech support' was/is that since BT Infinity uses PPPoE and VSS needs PPPoA it is never going to work.

As I need a mobile connection here in the office (I'm using an old Orange phone with UMA, which works perfectly over the Broadband connection) I thought I'd lash out and buy a VSS3.

The only thing this has done is add weight ot Einstein's assertion that "to keep repeating the same behaviour in the expectation of getting a different result is a sign of insanity". He was right in this case.

So in summary, since upgrading to BT Infinity, neither a VSS2 or VSS3 can be made to work, either with the BT supplied Business Hub 3 (the business equivalent of the Home Hub 5), or a top end Asus router, not the top end TP-Link router, purchased at the same time as the VSS3 a week or so ago.

In desperation, I have posted, yet again, the details required on this forum, so I guess there may be a chance that Vodafone will get it all working. If not, I will need to send back the VSS3 and get some of my wasted money back and go back to Orange and UMA when the contract runs out soon.

[joshharvey]

Please help, the unit had been working for about 6 months but has recently decided to give up

Speed test

ping 32 ms

download 36.13

upload 7.45

Ping Test

Ping 27ms

Jitter 1 ms

78.156.65.132

Your public IP address

Serial number

42141603557

Traceroute

tracerouteLast login: Wed Apr 22 07:18:43 on console

Joshuas-MacBook-Pro:~ Harvey$ traceroute 212.183.133.177

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

1  vigor.router (192.168.1.1)  1.666 ms  0.723 ms  0.665 ms

2  lo0.ar86.ts1.bb.daisyplc.net (62.72.136.164)  22.540 ms  23.312 ms  22.682 ms

3  te0-1-0-6.cr02.ts1.bb.daisyplc.net (62.72.137.165)  26.742 ms  23.438 ms  23.567 ms

4  te0-1-0-6.cr02.ts1.bb.daisyplc.net (62.72.137.165)  27.982 ms  24.230 ms  23.492 ms

5  be51.cr15.tn5.bb.daisyplc.net (62.72.137.110)  24.734 ms  25.622 ms  26.169 ms

6  be51.cr15.tn5.bb.daisyplc.net (62.72.137.110)  24.364 ms  24.116 ms  23.875 ms

7  lndgw2.arcor-ip.net (195.66.224.124)  40.982 ms  28.451 ms  26.996 ms

8  85.205.0.86 (85.205.0.86)  25.714 ms  25.599 ms  25.389 ms

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