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Jenny
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:
- Click on Start and select Run
- Type CMD into the Run box and press enter/click ok
- A black box will appear
- In this box type tracert 212.183.133.177 press Enter
- Paste the output of this command into your reply
On a Mac:
- Open Terminal (Applications, Utilities)
- Type 'traceroute 212.183.133.177'
- Press Enter
This will help us get the quickest possible resolution for you.
Thanks
LeeH
Hi all,
mozzatechmo – As a Virgin Broadband and Sure Signal customer myself, I can vouch for there being no specific issue between the two. Mine has been working normally.
I’m glad it seems to be working now, and I’m sure that if there is any additional issue the ticket that was raised will help get top the bottom of this.
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surreyred - That's good news. Let us know if it goes down again.
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mhayler – Strange.
That said, I think we may be getting ourselves in a tangle here. You ran the pathping before which showed issues at step 7, which needs to be looked into by your Internet Service Provider. We won’t need more ping test information at this point.
Use the IP you’ve mentioned with the Traceroute instructions, not the ping test, and we’ll see if that brings up anything as well.
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johnedge – Sorry to see the problems you’re having. In the majority of cases the Sure Signal works as a Plug & Play device, but sometimes we need to address things which aren’t usually issues due to the nature of the set-up.
The ports are one of those features which are usually OK straight from set-up.
As mentioned, 500 and 4500 need to be opened for forwarding, but like your Internet Service provider we don’t have all the details for the variety of routers out there. The best people to speak with are the router manufacturers – their website may have guides which will help to arrange this.
The other details you’ve posted all seem fine. I’ve given your Sure Signal a resync in case the ports aren’t causing the issue, so give it a reset for me to see if that helps:
- 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.
- The Sure Signal will come online in around 1 hour.
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cevasfit - there is no-one this can be escalated to. We legally cannot add IP addresses to the whitelist if they are not registered as UK IPs. Until they have been updated on the relevant databases we can't add these.
As mentioned, if they can let you know when it's been done, you can let us know and we'll be happy to sort it.
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steve0819 – We don’t rule out the box as a possible cause, but there’s no way to know and no point in a repair or replacement if the problem is something in the set-up or connection.
We check those options first as they’re something we can often see straight away.
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norwichlee – Everything there looks OK, although step 4 on the traceroute is a little volatile.
I’ve done a resync for you. Can you follow the steps I posted for JohnEdge and let me know if that helps?
Dave
Hi guys,
mhayler - That's all fine, so you just need to check with the service provider about step 7 on the pingpath.
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johnedge - The sequence you're generally seeing - flashing, off, on, on - means that the Sure Signal has failed to connect and authenticate with our servers.
When you first reset it, you should be seeing a solid power light with a slow pulsing Internet light whilst it initialises, then the first three lights solid and the last one off when it's ready to take calls.
Can you check a few other things for me?
- Make sure the router's Maximum Transmission Unit (MTU) is set to 1500. If that isn't possible, set it to the highest value allowed.
- Are the Ethernet lights on the Sure Signal lit, flashing or off?
If possible, can you also try the Sure Signal on a different internet connection, such as a friend's, relative's or neighbour's? If it works there we know the box is not faulty.
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PultersFarm - I haven't heard back on the request yet. When we do, we'll resync the Sure Signal and let you know so you can do a reset if it doesn't pick up straight away.
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norwichlee - You'd need to set it for both incoming and outgoing to allow traffic in both directions.
Dave
