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

[ATB]

Hi,

Still no joy

I've:

- checked the router for firmware update and its up to date

- added all the requred TCP/UDP ports but no change

- added ALLOW ALL ports through directing them to the specific IP address of the Sure Sign but no change

- changed the router for the Vodafone Broadband provided router but no change

- Plugged the Sure Signal directly into the back of the router and tried via a Powerline Ethernet adapter but no change

What next? This is a replacement Sure Signal for one that DID work perfectly fine when first plugged in, and it worked via direct connection to the router AND via the Powerline adapter so I know its not the adapter causing an issue OR the router as why would it work for several days before the router then suddely decides its breaking its firewall rules.

This is a brand new adapter just sitting there flashing orange, the only thing I've noticed is when using it via the Powerline adapter, if I dont have the adapter at the router end plugged in on the red powerlight flashes and the phone signal is orange, when its plugged it however its as per this thread title

[LorneChambers]

Mine is still not working despite following all the instructions either.  It connects for a while, i can make a call, and then it just drops out and goes back to the flashing orange light.  This is very frustrating.  What can i do next?

[Retired-Andy]

Hi ATB,

I’ve checked your serial number and it’s not connected to our servers since 17 September.

Are you still seeing the same lights as in your original post?

Have there been any firmware updates to your router which may have affected the firewall settings?

If there’s been no change, the next thing would be to try the Sure Signal on a different internet connection, e.g. that of a family member or friend.

If it works there, it would indicate that there’s something in your current set up that’s preventing the unit from keeping a stable connection with our servers.

If, after set up, you then see the same lights, it suggests the unit is faulty and would need sending for repair.

Let me know how you go on.

Hi LorneChambers,

I can see your Sure Signal connected to our servers yesterday at 14:04, is everything now working for you?

Hi Mark,

Your Sure Signal still hasn’t connected to our servers.

We need to find the root cause so, to rule out the unit, can you try it on a different internet connection, e.g. that of a family member or friend?

If it works there, it suggests there’s something in your set up that’s stopping it from making a connection to our servers.

Let me know how you go on.

Cheers,

Andrew

[LorneChambers]

Hi, the unit still keeps disconnecting after a while and then it doesnt connect again until i unplug it and plug it in again. I will be returning it as I have tried everything and it doesnt work reliably.

was a very frustrating experience.

[rgreening]

Good Evening, I've just recieved and registered my VSS version 3 and I'm getting a red power light and steady orange Service and User lights

I've tried several resets of both the BT Home Hub version 1 and the VSS and get the same result.

I've done the following, I can connect to the internet, use work VPN etc without any issues.

Can you help please.

Ping Test 57ms

Ip address 217.43.77.1 Speed test Download 6.68Mbps Upload 0.36Mbps

Sure Signal Serial Number 40132732179

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177] over a maximum of 30 hops:

1    89 ms    98 ms    99 ms  api.home [192.168.1.254]  

2    44 ms    42 ms    42 ms  217.47.251.186  

3    43 ms    42 ms    42 ms  217.47.204.145  

4    48 ms    45 ms    42 ms  213.1.69.18  

5    44 ms    43 ms    45 ms  31.55.165.103  

6    44 ms    42 ms    42 ms  31.55.165.221  

7    44 ms    45 ms    42 ms  31.55.165.109  

8    43 ms    43 ms    42 ms  acc2-10GigE-10-2-0.mr.21cn-ipp.bt.net [109.159.2 50.202]  

9    57 ms    55 ms    54 ms  core1-te0-3-5-0.ilford.ukcore.bt.net [109.159.25 0.141]  

10    51 ms    50 ms    52 ms  peer1-xe11-0-0.telehouse.ukcore.bt.net [109.159. 254.124]  

11    52 ms    50 ms    51 ms  lndgw2.arcor-ip.net [195.66.224.124]  

12    55 ms    53 ms    53 ms  85.205.116.6  

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.

[rgreening]

Don't know what happened overnight, but a reboot of the VSS this morning has resulted in a work VSS

Thanks if you did anything

[benhayes]

I'm afraid I have not been so lucky – mine is still in the same state.

The only reason I got the VSS is because the Vodafoe mast covering my village has been down now for 6 days and I have no coverage at all in my home/offce. The customer support guy I spoke to said that VSS would help. So after swallowing the fact that I was paying £100 of my own money, I bought the thing and it arrived yesterday. Not having my phone working is too much of a pain for my business, etc. Low and behold the VSS doesn't work. So if the VF technical support people here could look at my case and the info I posted above yesterday as soon as possible it would be appreciated, because the situation is quite frustrating. Please note that the last sentence was a case of classic British undestatement.

[Jenny]

Hi everyone,

benhayesm and wkeastbutler - Your Sure Signals haven’t yet connected with the server.

Please try the following:

Manually configure your Router to allow port-forwarding.
In most cases, routers support a system called "Universal Plug-n-Play" or UPnP, which will setup port-forwarding for you automatically. If you have a complicated network setup, or a complex router, you may be required to enter these settings in manually.

The following details list the IP addresses and Port Numbers that need to be forwarded to your Sure Signal's internal IP address. For detailed instructions on how to do this, we recommend either contacting your ISP or Router Manufacturer, or referring to the Default Guide for your particular make and model, over at http://portforward.com

Destination IP Addresses:
212.183.133.177
212.183.133.178
212.183.133.179
212.183.133.181
212.183.133.182
212.183.131.128/26

Ports and Protocols:
Port 50 - TCP/IP
Port 4500 - UDP
Port 500 - UDP
Port 123 - UDP

Port 8 - TCP/IP

Port 1723 (BT Customers only) - TCP/UDP

Please note that in the above list of IP addresses, the notation "212.183.131.128/26" means the complete range of IP addresses between 212.183.131.128 and 212.183.131.191

Your Router will also need to be able to assign the Sure Signal with a DNS Server address via DHCP.

Check your MTU settings

Log into your admin page for your router

Find the location of the MTU field. This varies depending on the make and model of router so you’ll need to hunt around for it.

Change the value of the MTU size to 1500 if this is allowed by your router

Log out of the router, this will usually result in a reboot.

Perform hard rest of the VSS unit by

Hold in the reset button until all the lights go solid

Pull the power lead out with the reset button still pushed in

Continue to hold down the reset button and reconnect the power lead

Wait for all of the lights to come on then release the reset button

The VSS will now try to contact the network and download its profile. This may take anything up to 6 hours.

rgreening – That’s great! Thanks for letting us know.

LorneChambers – I’m sorry to see you’re still having problems.

Please confirm the light sequences you’re seeing so that we can look into this further.

Thanks,

Jenny 

[benhayes]

I set up the port forwarding as directed but still have the same error lights.

After some time more digging I came across this post in your forum where Vodafone staff appears to confirm that VSS will not work with Airport Extreme (or Time Capsule) fed from a Draytek 120 modem. Since this is the hardware I have (as I mentioned in my original post), it appears that I have been wasting my time.

I've now managed to raise a return order for my VSS (which was actually a lot harder to do than you might expect!)

The Vodafone mast is still 'down pending repairs' for our village (after 7 days) so I still have no moble signal at all. And although Vodafone staff said that Sure Signal would be a solution, all this has done is wasted many more hours of my time!

[Retired-Dave]

Hi benhayes,

Looking at the thread you linked to regarding the signal in BS49, this should now be sorted. Are you able to connect to the network now?

We'll always try to sort network issues ASAP, but some issues do take longer than others. Apologies for the delay whilst this one was fixed.

With regards to the Sure Signal, there are no specific router combinations which we can say explicitly will not work, and often we see people with the same ones getting very different experiences. Generally the box is compatible with a suitable fixed-line broadband connection and most if not all routers.

Dave