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

[DaveCD]

@danny1964boy 

I can see that we've asked for some information here so we can help with your query.

@miltb120 

Your Sure Signal appears to be connected and sending information through our servers.

Please try with a different Ethernet cable and if you're still having issues, try it at another location such as a friend or family members, prefereably with a different ISP.

@godalmingstewie 

Thanks for letting us know and I can see it's running smoothly.

@nurstedbarns 

Your upload speed is insufficient to support the Sure Signal, please check with your ISP to see if these can be improved.

Please ensure that if you have the option of Smart Setup that this is disabled and that the following ports are enabled on your router:

Ports to be opened for forwarding

• 8 (TCP & UDP)
• 50 (TCP & UDP)
• 53  (TCP & UDP)
• 67 (UDP)
• 68 (UDP) 
• 123 (UDP)
• 500 (UDP)
• 1723 (TCP & UDP)
• 4500 (UDP)
• 33434 - 33445 (UDP)

IP addresses to be allowed on the router & firewall

• 183.133.177-179
• 183.133.181-182
• 183.131.128-191

I can see it's registered successfully, so once the above steps have been followed please perform a reset:

• 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.

 @GCumersdale 

I've checked and can see that the IP address is not on our whitelist. 

I've requested for this to be added and will take up to 72 hours although it's often sooner.

@shadnanzia 

Everything posted appears fine. Please ensure the ports are open as shown above.

@tlpvoda 

Everything you've posted look great but I can see it's still not connected.

Please restart the Sure Signal so the profile upload can be restarted.

Is this a business account as we're aware of a small number of users which are affected as seen here.

DaveCD

[arukDave]

@DaveCD

Re:-

IP addresses to be allowed on the router & firewall

• 183.133.177-179
• 183.133.181-182
• 183.131.128-191

Your'e giving out malformed IP addresses again.  (First octet missing.)

Turn off the bullet point and other formatting, then they might not get mangled.

Regards.

djb.

[tlpvoda]

@davecd

This is a business account but the link in your post comes up with an unexpected error so I could not clikc through. I have restarted the Sure Signal several times before I posted but will do it again and let you know.

Thanks.

[danny1964boy]

Is it me or is this thread inneffective. I have a crtical business issue and no ability to get support getting very frustrated. If there is no advice on this forum where is the support for my problem?

[godalmingstewie]

This is happening for me too, so any help would be appreciated.

Speed Test:

Up 36.02Mbps

Down 9.43Mbps

Ping:

Packet Loss 0%

Ping 34ms

Jitter 4ms

External IP: 151.224.23.146

Serial No: 40130428531

Traceroute:

Stuarts-iMac:~ stuartparratt$ traceroute 212.183.133.177
traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 skyrouter (192.168.0.1) 3.139 ms 2.009 ms 1.294 ms
2 * * *
3 ip-89-200-131-212.ov.easynet.net (89.200.131.212) 12.170 ms 8.881 ms 11.825 ms
4 lndgw2.arcor-ip.net (195.66.224.124) 10.529 ms 13.054 ms 13.103 ms
5 85.205.0.86 (85.205.0.86) 9.170 ms 10.246 ms 9.182 ms
6 * * *
7 * * *
8 * * *
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * * *
29 * * *
30 * * *
31 * * *
32 * * *
33 * * *
34 * * *
35 * * *
36 * * *
37 * * *
38 * * *
39 * * *
40 * * *
41 * * *
42 * * *
43 * * *
44 * * *
45 * * *
46 * * *
47 * * *
48 * * *
49 * * *
50 * * *
51 * * *
52 * * skyrouter (192.168.0.1) 6.191 ms !N
53 skyrouter (192.168.0.1) 3.657 ms !N 2.298 ms !N 2.661 ms !N

Any help would be greatly appreciated.

Stuart

***** EDIT

Fixed itself overnight apparently. Everything working fine now, so I guess it just needed time to communicate with Voda at the other end.

[nurstedbarns]

Same problem for our V3 unit just receivied although I'm suspicious our download speeds could be a factor.  Can someone verify if receiving registration and that our Static Public IP is on the whitelist

Speed Test:

Down. 5.2Mbps

Up .29Mbps

Ping:

Packet Loss 0%

Ping 38ms

Jitter 4ms

External IP: 213.123.196.180

Serial No: 42144610310

Traceroute:

C:\Users\Tom>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 BTBusinessHub.home [192.168.1.254]
2 106 ms 427 ms 598 ms host81-139-96-1.in-addr.btopenworld.com [81.139.
96.1]
3 672 ms 776 ms 324 ms 213.120.182.141
4 615 ms * 197 ms 213.120.161.82
5 349 ms 91 ms 39 ms 31.55.164.43
6 26 ms 26 ms 24 ms 31.55.164.107
7 51 ms 59 ms 40 ms 109.159.248.69
8 31 ms 31 ms 29 ms 109.159.248.178
9 28 ms 30 ms 29 ms peer1-xe10-0-0.telehouse.ukcore.bt.net [109.159.
254.122]
10 34 ms 34 ms 38 ms lndgw2.arcor-ip.net [195.66.224.124]
11 31 ms 32 ms 32 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.

[GCumersdale]

Hi,

Just got VSS 3 and it is showing the above error message, I've tried reseting it & restarting router etc but no luck.

Results from tests are as follows:

Speed Test:

Download 3.90Mb/s

Upload 3.53Mb/s

Ping 4ms

Ping Test:

Ping 16ms

Jitter 3ms

External IP Address:

77.95.181.75

Sure Signal Ser No:

42144611367

Traceroute Results:

C:\Users\Usre>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 192.168.1.1
2 <1 ms <1 ms <1 ms 10.163.113.1
3 5 ms 3 ms 5 ms 77-95-181-65.ccsleeds.co.uk [77.95.181.65]
4 2 ms 2 ms 2 ms po4-232.bgp2.thn.ccsleeds.co.uk [178.248.35.161]

5 3 ms 3 ms 3 ms ge-7-8.car1.London1.Level3.net [212.113.8.233]
6 3 ms 4 ms 10 ms ae-226-3602.edge3.London1.Level3.net [4.69.166.1
50]
7 2 ms 3 ms 3 ms CABLE-WIREL.edge3.London1.Level3.net [195.50.124
.138]
8 3 ms 3 ms 2 ms ae22-xcr1.lns.cw.net [195.2.30.61]
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.

Many Thanks

George Cumersdale

[shadnanzia]

Download Speed 68.22 Mbps

upload speed 18.62

External IP 81.142.31.99

Ping Test 22ms

Serial No. 42141625071

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\kashif>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 10.32.164.1
2 1 ms 1 ms 1 ms BTHUB3 [192.168.100.254]
3 12 ms 12 ms 12 ms host81-139-224-1.in-addr.btopenworld.com [81.139
.224.1]
4 12 ms 12 ms 12 ms 213.120.182.141
5 13 ms 13 ms 12 ms 213.120.161.82
6 13 ms 13 ms 13 ms 213.120.182.67
7 13 ms 13 ms 13 ms 31.55.164.107
8 13 ms 13 ms 12 ms 109.159.248.121
9 18 ms 19 ms 19 ms 109.159.248.178
10 17 ms 16 ms 17 ms peer1-xe10-1-0.telehouse.ukcore.bt.net [109.159.
254.110]
11 18 ms 19 ms 19 ms lndgw2.arcor-ip.net [195.66.224.124]
12 18 ms 18 ms 18 ms 85.205.0.93
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

[tlpvoda]

Hi

I am having the same problem. Please see the information below:

Speedtest:

Down=40.65mbps

Up=12.77mbps

External IP: 84.92.83.227

Serial No. 42143939231

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  Vigor.router [192.168.1.254]
  2    28 ms    25 ms    19 ms  lo0.10.Central10.ptw-bng02.plus.net [195.166.130
.203]
  3    19 ms    21 ms    20 ms  irb.10.PTW-CR02.plus.net [84.93.249.2]
  4    19 ms    19 ms    19 ms  ae2.ptw-cr01.plus.net [195.166.129.4]
  5    20 ms    22 ms    22 ms  ldngw1.arcor-ip.net [195.66.224.209]
  6    21 ms    22 ms    20 ms  85.205.0.86
  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.

Thanks

[Jerry49Taylor]

I got a text saying that my sure signal had been suspended due to inactivity but its been on and connected to the network constantly so I phoned 191 who said they would reactivate it. I've reset the unit and tried a restart but its not looking good and tracert result is worrying.

Ping 10ms; Download 36.36 Mbps; Upload 8.24 Mbps

Packet Loss 0%; Ping 34ms; Jitter 5ms; Grade A; http://www.pingtest.net/result/114434316.png

IPv4 151.230.75.239; IPv6 ::ffff:97e6:4bef

Serial Number 40131132405

traceroute 212.183.133.177

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

 1  skyrouter (192.168.0.1)  4.439 ms  0.993 ms  0.838 ms

 2  * * *

 3  027808f6.bb.sky.com (2.120.8.246)  12.401 ms  7.794 ms  8.234 ms

 4  lndgw2.arcor-ip.net (195.66.224.124)  9.385 ms  9.596 ms  8.555 ms

 5  85.205.0.93 (85.205.0.93)  8.824 ms  12.834 ms  8.014 ms

 6  * * *

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