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

[Brian_Mattey]

Hi,

Suresignal V2 was working fine until this morning (have had it for years and never had this problem).

Have tried powering off and on again.  Both lights flash for a while and then stop leaving no lights on at all.

Have tried rebooting router - doesn't help.

Have tried resetting SS - doesn't help

I have moved SS into a DMZ so all ports are open - doesn't help.

All other Internet Connectivity is OK.

Suresignal has IP address and I see it trying to connect by looking on the router.

Serial Number = 41113711703

Traceroute to 212.183.133.177

 1  DraytekRouter (10.0.0.138)  1.060 ms  0.763 ms  0.825 ms
 2  lo0_ecldsl-bba5.th.eclipse.net.uk (82.153.1.61)  24.560 ms  26.165 ms  26.464 ms
 3  91.85.10.17 (91.85.10.17)  27.038 ms  27.581 ms  28.139 ms
 4  86.54.135.173 (86.54.135.173)  29.427 ms  30.016 ms  30.528 ms
 5  vl20-te4-2-core4.th.eclipse.net.uk (81.5.191.2)  31.877 ms  32.004 ms  32.700 ms
 6  vl-38.lon-th1cr.spn.kcom.com (86.54.183.249)  33.601 ms  28.612 ms  29.117 ms
 7  ldngw1.arcor-ip.net (195.66.224.209)  31.261 ms  27.764 ms  26.635 ms
 8  85.205.0.93 (85.205.0.93)  26.989 ms  28.316 ms  28.439 ms

BT Wholesale Speed Test gives 6.99 Mbps down and 0.71 Mbps up.

Thanks,

Brian

[Brian_Mattey]

Now working 🙂

Problem was with Vodafone servers.

In common with others I went through all the tests and checks and nothing helped then at about 16:00 it started working again.

[BeckyJab]

Hi,

My suresignal has been working fine in recent weeks - especially since upgrading to fibre broadband. But I'm having no joy today, even after a reset. Please can someone look ASAP? I'm working from home and have no mobile reception without it.

• Speed test results: download 37.66 / upload 9.50
  
• Ping test results: 13ms
  
• Your external IP address 94.4.84.176
  
• Sure Signal serial number: 40131135614
  
• The results of a traceroute (attached)

Thanks!

[arukDave]

So, that's three people on Sky, with SS's that have quit.

There's a common thread here...

It would seem you need to call Sky Broadband's support peeps.  Sounds like someone changed something somewhere.

Regards.

Dave B.

(Not part of Vodafone, Sky, BT or ...)

[nmrg60]

same state here. checked traceroute final IPs for mine and the previous poster. Getting to Vodafone (ip 85.205.0.86) but neither of my Sure Signals work this am.

I'm on BT Broadband.

/Nick

[BeckyJab]

I've just spoken to Sky and they say no changes have been pushed through recently

[BeckyJab]

If it helps anyone to know:

Yesterday I did a reset on my sure signal (holding down the reset button for 30 seconds) and then letting go.

The lights were completely out for nearly two hours. But over time (approximately five hours) the sure signal came back to life.

No doubt it coincided with whatever Vodafone FINALLY did (shame we couldn't be updated as things progressed) but it might help anyone else who hasn't tried it.

But yes, takes quite a few hours for the reset to work - so be warned!

[AndyGE]

Thankfully mine came back on late last night, although I had already wasted a day.  I accept that these things happen as I'm part of a support infrastructure myself.  However, I cannot help but feel let down at the lack of communication.  Had I known early enough that there was an issue I wouldn't have spent time attempting to resolve something that was in fact not resolvable by me.

Feedback would be to review service status communications.

[GCedward]

Hi,

I am having this problem as well! Please help!

Ping 11ms

Speed Test:

Download 262.39

Upload 245.11

Serial Number: 40131561124

IP: 5.39.180.226

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

 1  10.42.101.1 (10.42.101.1)  3.034 ms  1.878 ms  1.278 ms

 2  host-5-39-180-225.2i3.net (5.39.180.225)  2.631 ms  3.663 ms  2.479 ms

 3  100.65.12.0 (100.65.12.0)  8.068 ms  6.314 ms  7.170 ms

 4  ge-0-3-9.scr1.cn1.2i3.net (94.142.175.6)  5.980 ms  7.558 ms  6.541 ms

 5  xe-9-2-0.edge5.london1.level3.net (212.187.138.57)  7.511 ms  9.161 ms  6.440 ms

 6  ae-228-3604.edge3.london1.level3.net (4.69.166.158)  6.675 ms

    ae-116-3502.edge3.london1.level3.net (4.69.166.134)  6.977 ms

    ae-115-3501.edge3.london1.level3.net (4.69.166.130)  6.419 ms

 7  ae-226-3602.edge3.london1.level3.net (4.69.166.150)  6.052 ms

    ae-227-3603.edge3.london1.level3.net (4.69.166.154)  7.311 ms  7.603 ms

 8  cable-wirel.edge3.london1.level3.net (195.50.124.138)  6.714 ms

    cable-wirel.edge3.london1.level3.net (195.50.124.26)  6.290 ms  7.179 ms

 9  ae22-xcr1.lns.cw.net (195.2.30.61)  7.011 ms  6.283 ms  7.200 ms

10  * *

Many thanks in advance!

Edward

[sashamsmith1992]

I have had my sure signal for a while now and have never had this problem. 

I just cannot get signal with it and the lights are permanently like this!

Speed test:

download speed: 13.74mbps

Upload speed: 0.37 Mbps

Ping test:

54 ms

Jitter: 33ms

ISP: 149.241.200.184

tracert:

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

C:\Users\Sasha Smith.SNITT12>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 3 ms 2 ms 1 ms SkyRouter.Home [192.168.0.1]
2 30 ms 30 ms 30 ms 5adfaee2.bb.sky.com [90.223.174.226]
3 37 ms 36 ms 36 ms 02780b07.bb.sky.com [2.120.11.7]
4 38 ms 38 ms 35 ms lndgw2.arcor-ip.net [195.66.224.124]
5 36 ms 37 ms 37 ms 85.205.0.86
6 * * * Request timed out.
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.

C:\Users\Sasha Smith.SNITT12>tracert

Usage: tracert [-d] [-h maximum_hops] [-j host-list] [-w timeout]
[-R] [-S srcaddr] [-4] [-6] target_name

Options:
-d Do not resolve addresses to hostnames.
-h maximum_hops Maximum number of hops to search for target.
-j host-list Loose source route along host-list (IPv4-only).
-w timeout Wait timeout milliseconds for each reply.
-R Trace round-trip path (IPv6-only).
-S srcaddr Source address to use (IPv6-only).
-4 Force using IPv4.
-6 Force using IPv6.

please help me!! 

Many Thanks 

Sasha