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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

User1004
2: Seeker
2: Seeker

Why does Vodafone not have anything that works right. Everywhere I go there are problems. I moved from one location where there was no network tower coverage, was down for a month + and the sure signal did not work, to a new house 450 miles away where surprise the tower is under ongoing maintenance, and has been for over a month, and the sure signal runs then stops, runs then stops, maybe a day or so at a time, then it needs a reset or turn off and on and the VSS then has the flashing white light as it seems to try and redownload and setup again.

 

I am still trying to work out what happens to make my VSS stop working, and have finally realised it is nothing that I am doing. Nothing on my network changes and it just stops. The amount of money I have lost and wasted is incredible. Every time there is a new lighting sequence for the error message. A joke.

 

Is there anything Vodafone can do right? If you are looking at these forums to decide on who to use, avoid Vodafone. I have been with them since 2006 and it has been a continual decline in service and support. They are awful, avoid at all costs.

Gemma
Community Manager
Community Manager

Hi yourservicesux,

 

I’m sorry to see you feel this way.

 

So that we can take a closer look at the Sure Signal issue you’re facing, please let us know the following: 


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

Gemma

 

I have to agree with you. The national system of signal is pretty unreliable around me,, and I got a VSS to over come the problem , only to find that doesn't work either .. Hopeless !

derekc75
2: Seeker
2: Seeker

Hi,

 

My unit stopped working yesterday, I've tried resetting it following the instructions but still have the same light sequence (flashing powerm solid internet and solid in use).

 

Speed Test Results:

 

Ping: 29ms

Download: 13.49

Upload: 0.85

 

Ping Test Results:

 

Ping: 55ms

Jitter: 7ms

 

External IP: 95.152.219.45

 

Serial Number: 40131017044

 

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 2 ms 1 ms 192.168.1.1
2 * 70 ms 69 ms 135.196.70.7
3 33 ms 27 ms 48 ms 135.196.44.109
4 41 ms 46 ms 51 ms xe-0-0-0.jar-004.thn.uk.mdnx.net [135.196.65.23]

5 31 ms 32 ms 40 ms xe-5-0-0-3242.jar-001.h89.uk.mdnx.net [135.196.6
9.125]
6 38 ms 31 ms 31 ms xe-0-1-1-202.jar-001.cll.uk.mdnx.net [135.196.65
.217]
7 35 ms 30 ms 32 ms xe-7-1-1.edge5.London1.Level3.net [212.187.138.1
01]
8 40 ms 30 ms 31 ms CABLE-WIREL.edge5.London1.Level3.net [212.187.13
8.162]
9 * * 29 ms 195.2.30.61
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.

 

 

Good day

 

My sure signals stopped working.

 

I have tried everythging i can think of, disabled firewall, dmz host, nothing works. All ports are opened.

Vpn enabled and upnp turned on.

 

Speedtest : ping 48ms

                  down 12 mbps

                  up 6.28 mbps

 

pingtest : Ping 60ms

              jitter 4ms

 

ext IP 109.204.7.109

 

SN's

40132719622

40133461158

40132736592

40122432202

40134708227

 

Trace RT

 

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 192.168.30.1
2 10 ms 11 ms 13 ms lo-ctx-fttx.edge01.lon3.uk.as20500.net [85.189.2
29.243]
3 22 ms 20 ms 22 ms ae0-dot-3086.core01.lon5.as20500.net [109.204.1.
182]
4 28 ms 22 ms 21 ms xe-0-0-3-200.jar-002.cll.uk.mdnx.net [135.196.69
.116]
5 33 ms 31 ms 27 ms xe-0-1-0-0.jar-001.cll.uk.mdnx.net [135.196.69.1
52]
6 19 ms 19 ms 19 ms xe-7-1-1.edge5.London1.Level3.net [212.187.138.1
01]
7 24 ms 24 ms 21 ms CABLE-WIREL.edge5.London1.Level3.net [212.187.13
8.162]
8 35 ms 35 ms 35 ms 195.2.30.61
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.

 

 

 

 

 

Forgot to mention it is a draytek 2850

Sukhi
Moderator (Retired)
Moderator (Retired)

Hi derekc75

 

Your Traceroute looks ok to me. The lights you've mentioned suggest that the Sure Signal is not active.

 

I’d recommend checking with your ISP (Internet Service Provider) to see if they’ve been performing any maintenance recently that could be affecting your connection.

 

Thanks

 

Sukhi

Hi Sukhi,

 

After performing another hard reset the lights have now changed to:

 

Flashing Power

Internet - Off

In Service - Solid

In Use - Solid

Hi all,

 

derekc75 - That light sequence means the Sure Signal hasn't connected properly at this end.

 

I've given it a manual resync, so try another hard reset. If you haven't previously, follow these amended steps:

 

  • Unplug the ethernet cable from the Sure Signal
  • 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
  • Plug the cable back in
  • Allow around one hour for the Sure Signal to come back online.

 

hampsteadss - The details you've posted are fine and I wouldn't expect an issue with one box to affect them all, so it would help to get a better picture of the set-up.

 

Are the Sure Signals all attached to the same connection, same router or separate? 

 

Also, who is your internet provider?

 

What light sequences are you seeing? Is it the same on all the boxes?

 

Dave

they are all on the same router via a managed switch.

 

I get : flashing red - solid orange - off - solid orange ..

 

Sometimes i get : flashing red - solid orange - off - off

 

or Flashing red - off - solid orange - solid orange

 

They keep changing....this is on all of them.

 

I have another broadband line on site but this is via a cisco router that does not support sure signals as far as i am aware.

 

our isp is callstream but i think this is a different provider being resold. 

According to speedtest it is griffin information services.