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Solution

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

Retired-Lee
Moderator (Retired)
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: Solid Orange
  • In Service: Off
  • In Use: Solid Orange

 

Cause

 

This light sequence indicates the Sure Signal's not active and the cause is a network timing issue (NTP). These symptoms can be prone to recurrence.

 

Troubleshooting


Check that your Sure Signal has been registered successfully.
Before your Sure Signal can connect to our network, you must have first registered it with us. You will have received a message via text or email to let you know when the registration has completed successfully. Your Sure Signal will not work until you have recieved this confirmation message.

To verify that your Sure Signal has been registered, login to My Account, and click on the My Sure Signal tab. Your Sure Signal details should be listed, along with the status "Registered".

If you have not registered your Sure Signal, and are a Business Customer, please register at our Business Sure Signal page.


If you're a Consumer Customer, you can register directly from within the My Sure Signal page in My Account.


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:

  • 8 – TCP/UDP                 (All routers)
  • 50 – TCP/UDP               (All routers)
  • 53 – TCP/UDP               (Virgin Super Hubs)
  • 67 – UDP                      (Virgin Super Hubs)                                                    
  • 68 – UDP                      (Virgin Super Hubs)                                        
  • 123 – UDP                    (All routers)     
  • 500 – UDP                    (All routers)     
  • 1723 – TCP/UDP           (BT Home Hubs)          
  • 4500 – UDP                   (All routers)     
  • 33434 – 33445 – UDP    (Virgin Super Hubs)


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:

 

  1. Log into your admin page for your router
  2. 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
  3. 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:

 

  1. Hold in the reset button until all the lights go solid
  2. Pull the power lead out with the reset button still pushed in
  3. Continue to hold down the reset button and reconnect the power lead
  4. Wait for all of the lights to come on then release the reset button

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


Post your Router details.
If you have successfully followed all of the above, or are struggling with configuring your Router, please post your Router's make and full model number below. It would also be helpful to include your Sure Signal Serial number and ISP (Internet Service Provider).

 

Quite often other users of the same router will be able to share tips with you around setup and any extra security settings that may need to be enabled/disabled to get things working correctly. Wherever possible, we will also attempt to assist you with this, however due to the vast number of different manufacturers and models, it is not always possible, and we do not officially support any form of Router Configuration. For that reason we will always recommend contacting your Router Manufacturer or ISP for assistance first.

 

Please provide your ISP with some information supporting the network performance issue such as a number of speedtests performed throughout the day and a trace route.

 

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


Thanks

LeeH

208 REPLIES 208

kryten22uk
2: Seeker
2: Seeker

Hi

Had my SS3 since January and worked fine until a week or so ago, when it stopped working and displayed the lights as per this thread.  A phone call to Vodfone resulted in them just telling me that its because my internet speed is too slow.  But the speed hasnt changed since i got it.  Nothing else has changed in the past week, no different routers, computers, ISP etc.  I reset the SS3 and also reset the router, but same issue remains.  Any ideas?

 

Speedtest:

Ping 16ms

Download 4.66mbps

Upload 0.33mbps

 

ISP is BT Broadband (standard rural broadband, not infinity)

Router is HomeHub 4.

SS3 serial number is 40133632303

 

TraceIP

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

 

  1     2 ms     1 ms     1 ms  BThomehub.home [192.168.1.254]

  2    15 ms    13 ms    13 ms  esr12.faraday3.broadband.bt.net [217.47.166.143]

  3    14 ms    14 ms    14 ms  217.47.166.30

  4    19 ms    15 ms    15 ms  213.1.69.6

  5    15 ms    15 ms    15 ms  217.41.168.102

  6    16 ms    15 ms    15 ms  213.120.178.67

  7    18 ms    16 ms    16 ms  217.41.168.107

  8    18 ms    16 ms    16 ms  acc1-te0-4-0-11.l-far.21cn-ipp.bt.net [109.159.2

55.194]

  9    16 ms    16 ms    16 ms  core2-te0-7-0-17.faraday.ukcore.bt.net [109.159.

249.13]

 10    24 ms    26 ms    16 ms  peer1-xe8-2-0.telehouse.ukcore.bt.net [213.121.1

93.129]

 11    18 ms    18 ms    17 ms  lndgw2.arcor-ip.net [195.66.224.124]

 12    16 ms    16 ms    16 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     *        *        *     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.

 

Ben_H
Moderator (Retired)
Moderator (Retired)

Hi kryten22uk,

Welcome to the eForum. :Smiling:

We recommend a download speed of 4.13Mbps, so your speeds are fine. I can't see any issues with the traceroute either. 

 

Let me know your IP address so I can check that. Also, have you already tried another Ethernet cable so we can rule out an accessory issue?

Cheers,

 

Ben

Hi,

 

I turned my sure signal off for 2 weeks. Now turning it back on it doesn't work now showing

Power - flashing, Internet - solid orange, In Service - off, In Use - solid orange)

It was working fine before I turned it off and I have tied resetting it 3 times to no avail. Please advise how to resolve?

 

I have the same issue and would like to know the fix for it...............................

Hi guys,


Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

 

Your Sure Signal serial number:

 


VSS 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.

This will help us get the quickest possible resolution for you.

Thanks,


Ian

Thanks Ben.  It seems to have rectified itself; at least for now.  I'll be back with my IP address etc if the issue returns.

IP:           77.246.23.209

ISP:        Loop Scorpio

Router: Netgear WNR2000v2

VSS s/n: 40131626810

 

www.speedtest.net

                ping 74 ms

                download speed 5.76 Mbps

                upload speed 2.01Mbps

 

 

www.pingtest.net

                Line Quality C MOS:4.25

                Ping       97 ms

                Jitter:   31 ms

   Packet loss:    1%

 

C:\Users\>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   33 ms   42 ms   27 ms 77-246-23-193.no-dns-yet.loopscorpio.net [77.246.23.193]

3   44 ms   27 ms   37 ms 10.11.110.25

4   37 ms   35 ms   38 ms 80-77-248-89.no-dns-yet.xifos.net [80.77.248.89]

5   66 ms   47 ms   25 ms 77-246-17-57.no-dns-yet.xifos.net [77.246.17.57]

6   44 ms   44 ms   43 ms 80-77-246-77.core.xifos.net [80.77.246.77]

7   65 ms   68 ms   47 ms 213.130.48.201

8   45 ms   62 ms   48 ms ae-0.cw.londen03.uk.bb.gin.ntt.net [129.250.66.46]

9   51 ms   62 ms   113 ms ae22-xcr1.lns.cw.net [195.2.30.61]

10     *       *       *     Request timed out.

11     *       *       *     Request timed out.

12     *       *       *     Request timed out.

Gemma
Community Manager
Community Manager

Hi nympilot, 

 

Your Sure Signal made contact with the network yesterday.

 

Are you still seeing the same light sequence as above?

 

If so, this indicates a connection issue with your home router,

 

Please check all connections and let us know if it’s still the same.

 

Thanks,

 

Gemma

All connections checked and all appear fine. Sure signal reset and still not workingt. All other internet services including VOIP working fine.

Suresignal was turned off when I went holiday and hasn't worked since turning back on.

Ben_H
Moderator (Retired)
Moderator (Retired)

Hi nympilot,

The last connection we had to your Sure Signal was just before 2am on 16 September. 

Please test another Ethernet cable and check with your ISP that there have been no changes to your broadband service while you were away.

Thanks,

Ben