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Solution

Version 3 VSS Lights (Power - flashing, Internet - off, In Service - orange, In Use - orange)

Retired-Lee
Moderator (Retired)
Moderator (Retired)

‎10-01-2013 03:46 PM - last edited on ‎14-07-2014 05:29 PM by Moderator (Retired)

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

0 Thanks
2,480 REPLIES 2,480

burton2312
4: Newbie

‎21-05-2015 09:39 PM

Hi help

 

I have a red static light and a flashing white internet light, no other lights are on, my serial number is 40132738960. I've had problems with it going off sometimes but it's now been 2 days and I've tried re-setting and leaving it unplugged but it won't come back on and now I have no signal on my phone :smileysad:

 

Speed test: download 106.22 upload 6.14

Ping test: 25ms

IP is: 86.19.116.181

Serial Number: 40132738960

 

Traceroute:

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

C:\Users\Zoe>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms routerlogin.net [192.168.0.1]
2 12 ms 11 ms 10 ms cpc3-grim14-2-0-gw.12-3.cable.virginm.net [86.19
.116.1]
3 10 ms 13 ms 14 ms nott-core-2a-ae7-2246.network.virginmedia.net [8
0.7.83.1]
4 * * * Request timed out.
5 * * * Request timed out.
6 13 ms 28 ms 13 ms nrth-bb-1b-ae1-0.network.virginmedia.net [62.254
.42.218]
7 18 ms 14 ms 14 ms tele-ic-4-ae0-0.network.virginmedia.net [62.253.
174.18]
8 21 ms 15 ms 24 ms ldngw1.arcor-ip.net [195.66.224.209]
9 17 ms 16 ms 19 ms 85.205.0.86
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.

0 Thanks

burton2312
4: Newbie
In response to burton2312

‎20-05-2015 11:07 PM

Hi help

 

I have a red static light and a flashing white internet light, no other lights are on, my serial number is 40132738960. I've had problems with it going off sometimes but it's now been 2 days and I've tried re-setting and leaving it unplugged but it won't come back on and now I have no signal on my phone :Sad_face:

 

Speed test: download 106.22 upload 6.14

Ping test: 25ms

IP is: 86.19.116.181

Serial Number: 40132738960

 

Traceroute:

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

C:\Users\Zoe>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms routerlogin.net [192.168.0.1]
2 12 ms 11 ms 10 ms cpc3-grim14-2-0-gw.12-3.cable.virginm.net [86.19
.116.1]
3 10 ms 13 ms 14 ms nott-core-2a-ae7-2246.network.virginmedia.net [8
0.7.83.1]
4 * * * Request timed out.
5 * * * Request timed out.
6 13 ms 28 ms 13 ms nrth-bb-1b-ae1-0.network.virginmedia.net [62.254
.42.218]
7 18 ms 14 ms 14 ms tele-ic-4-ae0-0.network.virginmedia.net [62.253.
174.18]
8 21 ms 15 ms 24 ms ldngw1.arcor-ip.net [195.66.224.209]
9 17 ms 16 ms 19 ms 85.205.0.86
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.

 

0 Thanks

burton2312
4: Newbie
In response to burton2312

‎21-05-2015 09:41 PM

Hi help

 

I have a red static light and a flashing white internet light, no other lights are on, my serial number is 40132738960. I've had problems with it going off sometimes but it's now been 2 days and I've tried re-setting and leaving it unplugged but it won't come back on and now I have no signal on my phone :smileysad:

 

Speed test: download 106.22 upload 6.14

Ping test: 25ms

IP is: 86.19.116.181

Serial Number: 40132738960

 

Traceroute:

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

C:\Users\Zoe>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms routerlogin.net [192.168.0.1]
2 12 ms 11 ms 10 ms cpc3-grim14-2-0-gw.12-3.cable.virginm.net [86.19
.116.1]
3 10 ms 13 ms 14 ms nott-core-2a-ae7-2246.network.virginmedia.net [8
0.7.83.1]
4 * * * Request timed out.
5 * * * Request timed out.
6 13 ms 28 ms 13 ms nrth-bb-1b-ae1-0.network.virginmedia.net [62.254
.42.218]
7 18 ms 14 ms 14 ms tele-ic-4-ae0-0.network.virginmedia.net [62.253.
174.18]
8 21 ms 15 ms 24 ms ldngw1.arcor-ip.net [195.66.224.209]
9 17 ms 16 ms 19 ms 85.205.0.86
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.

0 Thanks

dmlox
4: Newbie
In response to burton2312

‎23-05-2015 09:30 PM

Hello disgruntled S.Sig.v3 users,

 

@burton2312

I would say that your ping and speedtest results are 'brill'.

But yor tracert results at hops 4 & 5 wherre there are two consecutive 'request timed out' are both Virgin Media servers.  I have had this same return from 3rd May to 22 May ( mine were at hops 7 & 😎

These later  S.Sigs. will 'crash-out' when they have requests rejected by server input buffer overflow. Your hop 4 & 5 servers cannot handle the traffic. In the old telephone system this was " line busy ".

 

Your Power = steady

Internet = pulsating silver

Service = OFF

Users = OFF

Means that your S.Sig is working its socks off to re-connect, but is being rejected.

My S.Sig re-connected on 22 May and seem O.K. still.

I did a 'spot-the-difference' with tracerts from the 'crash' period with ones after the re-connection and noticed that the pair of 'timed-out servers were now missing. My signal path had been reduced by two hops!

 

Interesting to note that the owners of Virgin Media are manoeuvering to have Vodafone broken up so that they can buy a useful part of it. Business section of a national daily paper.

 

Hope you, and others, are now re-connected.

 

Regards

 

D.Lox.

0 Thanks

arukDave
9: Established
In response to burton2312

‎26-05-2015 09:42 AM - edited ‎26-05-2015 09:43 AM

Hi burton2312.

 

Let it run, the flashing (slow fading up/down) of the internet light, with the others two to the right Off, but Power steady and On, is OK. Just leave it a very L o n g . . . . . . Time (several hours, like overnight.)   It's in the middle of doing updates and stuff.

 

If after leaving it overnight it's dropped back to the failed state again, then there is a problem, otherwise leave it be, so it can get all it's needed updates done etc.

 

Regards. Dave B   (Not part of Vodafone.)

loncam
2: Seeker
2: Seeker

‎26-05-2015 03:27 PM

I sent this in a previous post -

https://apps.db.ripe.net/search/lookup.html?source=ripe&key=192.52.162.0/24AS31952&type=route

 

Colt has already added a route object for this IP block to RIPE's database. If Vodafone requires something beyond that then so be it. 

 

 

0 Thanks

arukDave
9: Established
In response to loncam

‎26-05-2015 03:40 PM

OK, yet another different RIPE search.

 

No idea here which one of the many Vodafone use, or if they have a local (cached) copy somewhere.

 

Want a laugh?   Do a RIPE search on the known SS server addresses.

 

Regards.

 

Dave B.

 

0 Thanks

Amanda
Community Manager
Community Manager
In response to loncam

‎27-05-2015 09:45 AM - edited ‎27-05-2015 10:09 AM

Hi @loncam

 

My apologies for the delay. 

 

Our support team have confirmed that this IP address isn't registered in the UK. 

 

To get this approved the ISP will need to contact us directly, confirming its sole use is within the UK. 

 

Hello @colin7

 

You have a warranty for 24 months with your Sure Signal. Take a look at our repair help page for further info. 

 

Thanks, 

 

Amanda 

0 Thanks

loncam
2: Seeker
2: Seeker
In response to Amanda

‎27-05-2015 01:29 PM

Thank you @Amanda.  Is there a specific number I should contact?  What do I need to reference?  I've spoke with support before and they didn't exactly know what I was talking about. 

0 Thanks

Amanda
Community Manager
Community Manager
In response to loncam

‎29-05-2015 11:29 AM

Hi @loncam

 

Your ISP will need to contact us directly about this. 

 

Hello @popsyej I've requested that your IP address is added to the whitelist. This can take up to 48 hours. 

 

Hi @colin7 thanks for getting back to us. Please let me know your new Sure Signal serial number? 

 

Hi @jonathangeorge1

 

That all looks fine from here. I can see that your Sure Signal has updated this morning. Is it working for you now? 

 

Did it stop working after you switched providers, if so have you reset your device since? 

 

You can follow these steps to do that - 

  • 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.

Thanks, 

 

Amanda