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

[MarkOne]

EE is apparently trialling calling over WiFi:

[removed according to House Rules]

[Dodge_Kev]

@Laura

My Sure Signal is indeed not registered. That's because I deregistered it.

It shouldn't be so difficult to setup, yet it is.

It shouldn't take this long to sort out the connecting issue, yet it does and still wasn't sorted out up to the point of me deregistering it.

It took a heck of a long time just for the correct IP addresses to be posted. Several attempts at posting them with incorrect info. How can that simple task go terribly wrong.

I unplugged it, deregistered it and almost binned it. I've give up, the whole process borders on being pathetic.

[Anonymous]

Orange (now EE) have offered UMA on supported devices for some time, this however never really took off but my blackberry bold would place calls over wifi and it worked where I had no orange signal, guess now we have phones with Apps things move on, BT, O2 now Orange offering apps to make calls billed to your account and I'm pretty sure Virgin Media do as well.

Lets hope vodafone get on the bandwagon soon

[arukDave]

Mornin...

All these big monolythic companies forget that they work for us!..   As in, we pay their wages!..

I know personally two of their background technical types, and both say that even internal support for them, if they have issues with the usual office IT infrastructure for example, is "outsourced" now, resulting in (unless they fix it themselves) days + to get even simple issues resolved.

So what hope for us the paying customers?..

Dave Baxter

(Not a Vodafone employee)

[Ben_H]

Hi folks,

Jim - Thanks for providing your details.

I can see that an update for your device stalled on 31 October. This may have been due to a power cut or drop in internet connection mid-update.

I've manually pushed a resync through for you now. Please perform a full reset for your device and allow up to six hours for it to complete registration.

@Dodge_Kev - Thanks for getting back to let us know. If you decide to register the device and need further support, please let my team know.

Cheers,

Ben

[Mustardears]

How do I do a full reset?

[Retired-Matt_Vo]

Hi @Mustardears 

For instructions on how to do this, please see below:

Unplug the Ethernet cable from the Sure Signal

·         Locate the button on the base of the box next to the Ethernet ports

·         Press and hold the button for approximately 30 seconds

·         Once the lights come back on, release the button

·         Plug the cable back in

·         Allow around one hour for the Sure Signal to come back online.

Give this try, let us know how you get on.

Thanks,

Matt

[Mustardears]

When I push the reset button nothing happens and the lights stay the same. Once I release the button the white World flashes for 20 secs and then the two Amber solid end lights stay on permanently as before with a flashing red power button. No change I'm afraid.

[biggingerbird]

HI can not get my Sure Signal to operate with BT infinity

• Your speed test results  35.11mb down 8.62mb Upload
  
• Your ping test results 34ms Jitter 12ms
  
• Your external IP address 81.148.86.122
  
• Your Sure Signal serial number 40133475828
• The results of a traceroute

C:\Users\User>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 BTBusinessHub.home [192.168.1.254]
3 21 ms 24 ms 21 ms host81-148-64-1.in-addr.btopenworld.com [81.148.
64.1]
4 21 ms 21 ms 21 ms 213.120.178.141
5 22 ms 22 ms 22 ms 213.120.177.98
6 21 ms 22 ms 21 ms 217.41.168.51
7 22 ms 22 ms 21 ms 217.41.168.107
8 21 ms 21 ms 21 ms 109.159.249.122
9 21 ms 21 ms 21 ms core4-te0-12-0-18.faraday.ukcore.bt.net [109.159
.249.17]
10 22 ms 22 ms 22 ms peer1-xe-8-2-1.telehouse.ukcore.bt.net [213.121.
193.137]
11 25 ms 23 ms 27 ms lndgw2.arcor-ip.net [195.66.224.124]
12 24 ms 23 ms 24 ms 85.205.0.86
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.

C:\Users\User>

Traceroute command:

[Gemma]

Hi everyone,

@Mustardears – Please test another Ethernet cable in a different port.

If it’s still not working, let us know your new IP address and if your Sure Signal 2 connects.

@biggingerbird – We’re aware of compatibility issues, please see here.

Please test your Sure Signal at a different location.

If it works, this’ll confirm if it’s the router.

Thanks,

Gemma