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

[peleep]

hi Andrew

the V3 is not faulty i dn't think. it worked when i first plugged it in, however kept on cutting out. then your colleagues did a re-sync, what ever that means, a few days ago and it has been stuck on red light and slowly flashing internet light since.

please advise?

[peleep]

Still on solid red and slowly flashing white internet light.

PLEASE vodafone.... what is going on? The V3 worked had all 3 white lights when i first plugged it in from new, only to have the call cut off after 30 seconds.  Since then, you have "resynced" my unit what ever that means, and it has been stuck on a solid red and flashing white internet light since....

[Everitt1984]

Hi,

So my ISP has now confirmed that my connection is definitely PPPoE. Will my SS ever work with this kind of connection?

Thanks

[grolschuk]

Hi Everitt1984

Yes there are ways of getting the suresignal to work on these connections (Virgin Media Fibre customers have always been on PPPoE)

It just seems like the old ADSL players who suddenly have access to a new technology are trying to tweak things too much.

I have replaced the BT Modem + PlusNet Router with a single Draytek 2850 and after a little bit of research on how to get the SDSL to connect, it is all working fine with both a SSv1 and v3.

The 2 things on the router that I turned on above the defaults are a static IP for the SureSignal, and IPSEC VPN Passthrough enabled.

I think I have a netgear ethernet router laying about somewhere so may give that a go later and see if it is happy too.

Some routers have the option removed, but if it is there on yours (somewhere in the firewall settings i'd expect) see if there are any VPN Passthrough or Port Clamping settings you can enable.

[Everitt1984]

Hi,

Thanks for that. I've seen from other reads that the draytek 2850 works, but at £150/£200 I can't really afford it at the minute. One other thread mentioned that they have had success with the TP-Link TL-R460 so I might try that as its 10x less expensive!

I've just got the standard open reach modem and homehub 3, the only option I have within the firewall settings is to block all, disable it or just default.

When I've tried to test my ports on canyouseeme.org etc its saying that the ports I've opened are in fact closed which could be a big problem... Googling it suggests its either an issue with my type A homehub or that they only open when in use, so if the vss isn't working they will be closed?

[grolschuk]

Yes, expensive and probably overkill for what is needed, but it shows that PPPoE or FTTC/FTTP SDSL isn't really the issue, it is the hardware that the ISP provides being locked down too much and not playing ball.

So it should just be a case of finding a router that is happy to allow the secure voice traffic through it, and the TPLink could be the way to go if it works

[Retired-Andy]

Hi peleep,

Thanks for the update, the light sequence shows that your Sure Signal is being configured. However, it shouldn’t take this long.

The only way that you can be certain the Sure Signal isn’t faulty will be to try it on a different internet connection e.g. that of a family member or friend.

If it works there, it indicates that there’s something in your current set up that’s preventing the Sure Signal from maintaining a connection to our servers.

If it doesn’t work in the other location, it would show there may be a fault with your unit which would need to be sent for repair.

Hi mrgarethm,

Thanks for the information, your IP address is on our whitelist and there’s no problem with your ping test or speed test.

Your Sure Signal last connected to our servers on 20 May so I’ve just performed a resync for you.

To make sure the resync completes, can you perform a factory reset:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

Let me know how you go on.

Hi semtex65,

I’m sorry for the delay; I’ve chased this up for you today.

Hi Everitt1984,

Many thanks to grolschuk for the great help he’s giving you. He seems to be ably assisting you at this time.

If there’s anything we can help you, please let us know.

Hi akazantsev,

Thanks for the information.

I’ve checked and your IP address isn’t on our whitelist. I’ve requested for this to be added today.

Thanks,

Andrew

[mrgarethm]

Still having the same problem.

[London1987]

Lee

Please could you assist, i have a zyxel router. Having registered my SS3, the power light is solid but the internet just keeps flashing

Ive done the standard tests you ask for

48.76meg mbps speed

9.44mbps upload

ping

7ms  1ms jitter line quality A

my ip is

185.11.36.173

trace route

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 zyxel.com (192.168.1.254) 6.164 ms 0.998 ms 0.715 ms
2 185.11.36.1 (185.11.36.1) 5.546 ms 4.230 ms 4.553 ms
3 ge-2-0-0-xcr1.lsw.cw.net (194.112.69.129) 4.047 ms 6.102 ms 3.720 ms
4 ae2-xcr1.lnt.cw.net (195.2.30.54) 6.467 ms 3.673 ms 3.334 ms
5 vodafone-gw1.cw.net (195.59.77.26) 7.335 ms 7.034 ms 7.632 ms
6 85.205.116.2 (85.205.116.2) 5.113 ms 5.953 ms 10.968 ms
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[mrgarethm]

Speed test results: 10.34Mbps Down, 10.86Mbps UP
Ping test results: 9ms
External IP address: 109.246.151.74

Sure Signal serial number: 40123685584

The results of a traceroute.

Microsoft Windows [Version 6.2.9200]
(c) 2012 Microsoft Corporation. All rights reserved.

C:\WINDOWS\system32>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 192.168.0.1
2 <1 ms <1 ms <1 ms login.keycom.co.uk [109.246.151.1]
3 8 ms 8 ms 9 ms 109.246.33.49
4 8 ms 19 ms 9 ms host-46-18-173-69.in-addr.ixreach.com [46.18.173
.69]
5 8 ms 12 ms 9 ms v205.core1.lon1.he.net [216.66.84.185]
6 21 ms 13 ms 12 ms ldngw1.arcor-ip.net [195.66.224.209]
7 10 ms 13 ms 9 ms 85.205.116.14
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.
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27 * * * Request timed out.
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30 * * * Request timed out.