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

[StewartEbbins]

PLEASE HELP.....STEWART

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

C:\Users\Stewart Ebbins>tracert 212.183.133.177

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

1 87 ms 96 ms 99 ms BThomehub.home [192.168.1.254]
2 15 ms 14 ms 14 ms 217.47.212.250
3 17 ms 17 ms 16 ms 217.47.13.161
4 20 ms 17 ms 17 ms 213.1.69.26
5 20 ms 17 ms 18 ms 31.55.164.221
6 19 ms 17 ms 17 ms 31.55.164.109
7 19 ms 16 ms 16 ms acc2-10GigE-0-0-0-5.bm.21cn-ipp.bt.net [109.159.
248.202]
8 27 ms 23 ms 23 ms core1-te0-15-0-15.ilford.ukcore.bt.net [109.159.
248.166]
9 21 ms 22 ms 92 ms peer1-xe11-0-0.telehouse.ukcore.bt.net [109.159.
254.124]
10 26 ms 23 ms 25 ms lndgw2.arcor-ip.net [195.66.224.124]
11 24 ms 23 ms 23 ms 85.205.116.14
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\Stewart Ebbins>

[johnedge]

Hello Tech Help

Well, well, after my last post, the VSS while exhibiting the fail light sequence (I off etc) suddenly attempted a reboot, with the internet light flashing much longer than previously, and then it finally switched on! We were indeed able to make a phone call!

However I had put the VSS on an extension lead into the room, to be able to turn it upside down to see the internet lights as requested. So it had to be disconnected and put into a permanenent  location on a wall socket.  It has then tried to reconnect but so far with no successs and has returned to the fail light sequence. Clearly it can work, but will it make further attempts or can it be resequenced  from V?

Again thanks for your help in all this!

John

[shoeless]

Hi - I have been having problems with my sure signal since getting it - it has been dropping in and out until today when it has ceased to work totally - please can you help !?!?!?!?!?!

Speed Test: 

Ping : 39ms

D/L Speed: 6.57Mbps

Upload Speed 0.37Mbps

Ping: 34ms

Jitter: 2ms

IP: 81.158.153.66

Serial Number: 40131975126

Last login: Tue Aug 27 22:12:00 on console
Macbook-3:~ AndyDans$ traceroute 212.183.133.177
traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 bthomehub.home (192.168.1.254) 5.566 ms 1.517 ms 1.418 ms
2 217.47.204.122 (217.47.204.122) 14.916 ms 15.082 ms 16.441 ms
3 217.47.251.193 (217.47.251.193) 15.177 ms 14.653 ms 14.364 ms
4 213.1.69.102 (213.1.69.102) 16.224 ms 15.646 ms 15.877 ms
5 31.55.165.195 (31.55.165.195) 16.118 ms 16.031 ms 15.751 ms
6 31.55.165.109 (31.55.165.109) 16.195 ms 14.989 ms 15.599 ms
7 acc2-10gige-9-2-0.mr.21cn-ipp.bt.net (109.159.250.228) 15.876 ms 15.858 ms 15.025 ms
8 core1-te0-13-0-0.ilford.ukcore.bt.net (109.159.250.137) 26.867 ms
core2-te0-3-0-5.ealing.ukcore.bt.net (109.159.250.143) 25.875 ms 31.047 ms
9 peer1-xe3-2-1.telehouse.ukcore.bt.net (109.159.254.209) 24.534 ms
peer1-xe3-0-0.telehouse.ukcore.bt.net (109.159.254.215) 59.717 ms
peer1-xe3-2-1.telehouse.ukcore.bt.net (109.159.254.209) 24.080 ms
10 lndgw2.arcor-ip.net (195.66.224.124) 25.165 ms 23.145 ms 24.119 ms
11 85.205.116.6 (85.205.116.6) 23.618 ms 24.599 ms 23.545 ms
12 * * *
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64 * * *

[Retired-Kay]

Hi johnedge, 

I've done another resync for you so please do a reset to complete the process. 

stewartEbbins, your traceroute looks fine but I need a few more details from you;

Your speed test results from here.
Your ping test results from here.
Your external IP address from here.

Your Sure Signal serial number:

shoeless, your traceroute also looks fine. If you're experiencing the same light sequence then it isn't authenticating with our network. I've also done a resync for you, please follow the instructions below to do a reset; 

-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.

Let me know how you get on, 

Kay

[StewartEbbins]

http://www.speedtest.net/my-result/2935428494

Ping 41ms

Download speed 6.37

Upload speed 0.38

IP - 31.50.197.3

Serial No. 40131130946

I hope this is what you need, IT really isnt my thing. Many Thanks Stewart

[johnedge]

Hi Kay

Many thanks your help and resync. The VSS came on again in the middle of the night, and has hald steady since then. Good to know this as power does get turned off here occasionally as network is upodated. Thanks to you and the tech teams help, all now seems fine!

Best regards John

[dave55]

Help, similar problem keeps occuring . I have had VSS for a week now and tried resetting etc !

Ping 58ms

Download  6.96

Upload     0.37

IP  81.153.0.255

Serial no : 40132216058

C:\Users\David>tracert 212.183.133.177

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

over a maximum of 30 hops:

  1    90 ms    94 ms    99 ms  BThomehub.home [192.168.1.254]

  2    18 ms    17 ms    18 ms  217.47.206.250

  3    15 ms    15 ms    17 ms  217.47.72.193

  4    22 ms    23 ms    21 ms  213.1.69.46

  5    23 ms    23 ms    22 ms  217.41.169.103

  6    22 ms    22 ms    22 ms  217.41.169.191

  7    22 ms    21 ms    25 ms  217.41.169.109

  8    21 ms    22 ms    22 ms  acc2-xe-0-2-0.sf.21cn-ipp.bt.net [109.159.251.19

3]

  9    27 ms    29 ms    33 ms  core1-te0-13-0-2.ilford.ukcore.bt.net [109.159.2

51.137]

 10    36 ms    31 ms    67 ms  peer1-xe10-0-0.telehouse.ukcore.bt.net [109.159.

254.122]

 11    31 ms    31 ms    31 ms  lndgw2.arcor-ip.net [195.66.224.124]

 12    31 ms    29 ms    28 ms  85.205.116.2

 13     *        *        *     Request timed out.

 14     *        *        *     Request timed out.

 15     *        *        *     Request timed out.

 16     *        *        *     Request timed out.

 17     *        *        *     Request timed out.

 18     *

On BT Homehub event log : following keeps coming up :

e.g : 16:42:04 1 Sep LOGIN wireless station [3C:74:37:7C:DD:3C] can't get authorised 

Anything you can do ?

Many thanks

Dave

[evanowen]

You don't have sufficient upload speed at 0.37, you need 1.5 minimum.

Send it back for a refund or take it to the nearest shop with a copy of the stats you posted here.

Get a SS V1 or 2

[dave55]

Thanks,  another potentially expensive paperweight. 

[Stu_Mil]

Hi,

My VSS v3 was registered on 24/8/2013.  It's disconnected a couple of times since then, but up to now has been fixed by resetting with the button on the bottom.

Now it's giving me the lights sequence to match the subject line above, alternating with attempts to connect (Power - on, Internet - pulsating white slowly, In Service - off, In Use - off). On the RJ45 socket the green light is solid and the orange light is flashing.

I've done the usual resetting, along with power off/on, but it won't connect.

Here's the requested data:

-----------------------------------
ISP: BT Infinity

Speed (download) 32Mbps
Speed (upload) 6Mbps

Ping 27ms
Jitter 1ms
Packet loss 0%

External IP 81.147.107.221
-----------------------------------
Router: Asus RT-N66U
MTU 1492 (maximum setting)
Forwarded ports 8, 50, 123, 500, 4500, 1723, 80, 443
-----------------------------------
VSS serial number 40132320108

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  www.asusnetwork.net [192.168.1.1]
  2    13 ms    12 ms    12 ms  172.16.15.2
  3     *        *        *     Request timed out.
  4    14 ms    13 ms    13 ms  213.120.158.157
  5    20 ms    19 ms    19 ms  213.120.181.66
  6    20 ms    20 ms    19 ms  217.41.169.201
  7    18 ms    18 ms    18 ms  217.41.169.109
  8    19 ms    19 ms    19 ms  acc2-xe-5-1-2.sf.21cn-ipp.bt.net [109.159.251.243]
  9    29 ms    33 ms    29 ms  core1-te0-12-0-6.ilford.ukcore.bt.net [109.159.251.133]
 10    34 ms    29 ms    29 ms  peer1-xe3-3-1.telehouse.ukcore.bt.net [109.159.254.211]
 11    31 ms    31 ms    31 ms  lndgw2.arcor-ip.net [195.66.224.124]
 12    31 ms    29 ms    31 ms  85.205.116.2
 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.
-----------------------------------
Please help!