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

[ChristopherNichols]

Hi

Please find attached the speed test, traceroute....

[ChristopherNichols]

some more screenshots

[grolschuk]

I am pretty sure you have both said you have tried this, but on the 28xx series, all I have had to change to get the SS to work is make sure these services are not turned on.

Port forwarding has not been touched.

It is using the inbult vdsl modem, to connect to a fttc (infinity type) connection, PPPoE, MTU1492

If using the ethernet connection to connect to a BT Openreach fibre modem then that would be the same info.

If you are on ADSL, then PPPoA/1500 would be the defaults

Edit - apologies - just seen how rubish the pic is, hopefully you can get the gist and see the menu options.

[ChristopherNichols]

Hi

We are using the ethernet connection to connect to a BT Openreach fibre modem. I have stopped those services and removed the port forwarding and we have the same results.

Thanks

[ChristopherNichols]

Hi

We are using the ethernet connection to connect to a BT Openreach fibre modem. I have stopped those services and removed the port forwarding and we have the same results.

Thanks

[ChristopherNichols]

forgot to post the speed test results.....

[grolschuk]

Do a reset on the suresignal now to force it to try and download/reconnect to vodafone.

It should go through the download/config process that could take an hour or so of various light combos.... When setting up for our users, I normally plug it in out of the box first thing in the morning, and go back to it by lunch and it is sitting happy and ready to go.

If it's a 2860 then you could even ditch the openreach box to take that out of the equation.

[ChristopherNichols]

Hi

Okay we shall have a go at the reset. Then if that doesnt work we shall remove the open reach box.

Thanks

[grolschuk]

You can only remove the openreach box if you have the 2860, the 2830 does not have the VDSL support.

When setting up the VDSL connection, on top of the username and password for your line, you need to enable a VLAN tag on it, and the value is to be set to 101.

Without the vlan tag, it won't bring the dsl connection up (it took me a while and a lot of head scratching to work that out)

[ChristopherNichols]

Hi @grolschuk

Thanks for your help, all working now

[grolschuk]

Great news there Chris,

Was that with the openreach box still in place, or did you have to remove it?