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

[triggers]

Morning folks -

Just a quick update on my 3 week saga with SSv3 and HH5: finally got BT/Openreach to do a thorough check on my line - over 5000 errors! After threatening to cancel my account if not fixed in 5 days, I had a very knowledgeable and pleasant engineer arrive on my doorstep within 24 hrs! He took well over an 1½ hours and after re-wiring my connection from the 'pole' to the house, and disconnecting much house 'internal' wiring to unused telephone outlet sockets, plus, 2 trips to the fibre cabinet in the street to change to another line and re-set the ports, all errors were removed. In the meantime, I had substituted the very 'thin', original white Ethernet cable that came with the SS3, for a good CAT5 cable, and would you believe - all has been working absolutely fine for the last 2 days! Maybe I'm pushing my luck, but at last I have contact with the world again! I did express, to the engineer, my total disgust with the BT 'call centre' set of so-called experts with whom I had wasted hours of my (and their) time over the previous days, without the slightest sign of any success, and he fully agreed that the system was useless! 

I hope the many folk that would seem to be struggling with this combination of SS3 & HH5 finally get their own systems to work as they should. Thanks for the help of the guys and girls on this forum!

Good luck - triggers

[arukDave]

Well done triggers!

Always good when you get someone who realy knows their stuff.   Sounds like there were multiple things bad about your BT Internet connection, especially if extra trips to the cabinet were needed.

Regards.

Dave Baxter. (An ex Telecom guy myself, but from way back in the electromechanical clunk/click days!)

[Graceyork]

I thought I gave you the final result last night! I powered down the router/modem long enough to get a new IP address, this one had no US associations, and of course the SS came up ok. So Vodafone, perhaps you need to revisit your address restrictions?

Thanks

Grace

[glenc73]

Hi Tech Support,

I managed to get my VSS3 working several weeks ago, but then went on holiday and since returning now get the dreaded light array as described here - can you help?

Speedtest result:

ping: 31ms

download: 4.70 Mbps

upload: 0.35 Mpbs

Pingtest result:

Ping: 66ms

JItter: 2ms

IP address: 37.152.221.55

Sure Signal serial number: 40130420777

Traceroute results:

Last login: Wed Aug 27 21:05:41 on ttys000

Glens-MacBook-Pro:~ glencrompton$ traceroute 212.183.133.177

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

1  192.168.2.1 (192.168.2.1)  8.190 ms  0.872 ms  0.842 ms

 2  * * *

 3  * * *

 4  * * *

 5  * * *

 6  * * *

 7  * * *

 8  * * *

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10  * * *

11  * * *

12  * * *

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21  * * *

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25  * * *

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27  * * *

28  * * *

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32  * * *

33  * * *

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36  * * *

37  * * *

38  * * *

39  * * *

40  * * *

41  * *

Thanks,

Glen

[arukDave]

Glen.

Your public IP seems to be located in the UK (some on PlusNet sometimes appear not to be!)

However, your tracert test looks a little odd, like you have lost connection to the outside world, only your local routers IP address is showing.   Then nothing...

Try again?

Dave Baxter.

[MarkInskip]

Hi

I have the same issue.  The SS has been working fine for a couple of months and then suddenly presented this combintaiton of lights.  I reset the SS and it worked fine for a couple of days and now we have the same issue again....  VERY frustrating...

Speed Test - Ping 11ms, Download 6.9Mbps, Upload 0.97Mbps

Pint Test - Line quality B*, Ping 13MS, Jitter 2Ms

IP - 90.202.219.94

Serial No - 42141229429

Traceroute -   

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

 1  skyrouter (192.168.0.1)  0.720 ms  0.380 ms  0.350 ms

 2  sr10.ennby.isp.sky.com (2.127.238.103)  6.460 ms  6.039 ms  5.864 ms

 3  te0-0-0-3.pr0.thlon.ov.easynet.net (89.200.135.184)  8.666 ms  8.550 ms  8.142 ms

 4  lndgw2.arcor-ip.net (195.66.224.124)  10.070 ms  10.887 ms  12.492 ms

 5  85.205.0.93 (85.205.0.93)  9.863 ms  9.875 ms  9.572 ms

 6 * * * (same all the way to 64)

[glenc73]

Hi Tech Support,

I've now got a more positive result on my traceroute using my Windows laptop (don't know why I couldn't get it to work on my MacBook?) - see below.

Can you help - still same light array??

Speedtest result:

ping: 514ms

download: 3.62 Mbps

upload: 0.35 Mpbs

Pingtest result:

Ping: 732ms

JItter: 209ms

IP address: 37.152.221.55

Sure Signal serial number: 40130420777

Traceroute results:

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\Glen>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 2 ms 192.168.2.1
2 835 ms 636 ms 572 ms lo0-central10.ptn-ag01.plus.net [195.166.128.190
]
3 652 ms 765 ms 883 ms link-a-central10.ptn-gw01.plus.net [212.159.2.12
8]
4 760 ms 835 ms 759 ms xe-5-2-0.ptw-cr01.plus.net [212.159.0.104]
5 419 ms 654 ms 624 ms ldngw1.arcor-ip.net [195.66.224.209]
6 818 ms 843 ms 893 ms 85.205.0.93
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.

Can you help??

Glen.

[glenc73]

Speedtest result:

ping: 514ms

download: 3.62 Mbps

upload: 0.35 Mpbs

Pingtest result:

Ping: 732ms

JItter: 209ms

IP address: 37.152.221.55

Sure Signal serial number: 40130420777

Traceroute results:

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\Glen>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 2 ms 192.168.2.1
2 835 ms 636 ms 572 ms lo0-central10.ptn-ag01.plus.net [195.166.128.190
]
3 652 ms 765 ms 883 ms link-a-central10.ptn-gw01.plus.net [212.159.2.12
8]
4 760 ms 835 ms 759 ms xe-5-2-0.ptw-cr01.plus.net [212.159.0.104]
5 419 ms 654 ms 624 ms ldngw1.arcor-ip.net [195.66.224.209]
6 818 ms 843 ms 893 ms 85.205.0.93
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.

Can you help??

Glen.

[Ben_H]

Hi folks,

machotspur - While the units are designed to be plug and play, we can't guarantee compatibility for all internet setups due to so many suppliers and hardware variants. 

If you're unhappy to speak to your ISP about port forwarding or feel the product doesn't meet your needs, you can return it within 14 days.

Glen - Your speedtest results are just boarding on the minimum requirements for the Sure Signal to work.

I'd speak to your ISP about your speed options to see if they can be improved.

Thanks,

Ben

[glenc73]

HI Ben,

I've now changed the ethernet cable and lo & behold - it's now working with full 3G signal - amazing!! I also turned off my O2 Boostbox (work phone) - could this have helped?

By the way, I'm getting 5Mbps download and 0.4Mbps upload which should be more than enough for the VSS3?

Can you just do a check on the firmware on my device to see if it's up to date so this doesn't happen in the future?

IP address: 37.152.221.55

Sure Signal serial number: 40130420777

Cheers,

Glen

[LauraMulcock]

speed test results: Ping 45ms, download 6.73mps, upload 0.36mbps

Ping test results: B* line quality, ping 61ms, jitter 15ms

ip address: 31.50.187.56

serial number: 40134917901

traceroute:

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

  1     6 ms     3 ms     6 ms  BThomehub.home [192.168.1.254]
  2    30 ms    31 ms    33 ms  esr3.miltonkeynes3.broadband.bt.net [217.47.74.1
42]
  3    34 ms    33 ms    36 ms  217.47.74.13
  4    36 ms    36 ms    36 ms  213.1.69.106
  5   173 ms    32 ms    32 ms  31.55.164.243
  6    39 ms    44 ms    33 ms  31.55.164.109
  7    40 ms    49 ms    37 ms  acc2-10GigE-0-3-0-5.bm.21cn-ipp.bt.net [109.159.
248.244]
  8    55 ms    41 ms    42 ms  core2-te0-13-0-4.ealing.ukcore.bt.net [109.159.2
48.138]
  9    38 ms    50 ms    42 ms  peer1-xe9-1-0.telehouse.ukcore.bt.net [109.159.2
54.108]
 10    45 ms    38 ms    42 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    42 ms    41 ms    41 ms  85.205.0.86
 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.

i was getting power flashing, internet off, inservice solid orange, in use solid orange, but now im just getting power solid, internet flashing white, in servic off and in use off.

i also have a second sure signal (as i thought maybe it was the hub that was faulty) and that is a version 2 with the same problems connecting. is serial number is 40111021503.

PLEASE HELP. IM AT THE END OF MY TETHER!!!