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

[Retired-Lee]

This thread's 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: Off

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

[Ben_H]

Hi folks,

P - If the Sure Signal was doing this on the other internet connection you tested it on then this would point to a fault with the unit. I'd recommend having it serviced under a warranty repair.

Motomot - Your speed tests sit right on the minimum requirements so during congested or busy periods on your internet connection you may see sporadic service. Your ISP will be able to discuss your internet speed options further.

Toon_Hak - The Sure Signal is designed for use with many broadband setups. Some bespoke designs may require extra work to get the device working which is why we provide the guides here to assist where we're qualified to. The only compatibility issue we're aware of is that with BT Homehub 3.

rdclondon - It looks like the setup configuration didn't finish fully on your unit. I've performed a manual synchronisation for you now so could you reset your device fully to complete the setup?

Cheers, Ben

[Toon_Hak]

Ben_H,

That isn't really very helpful.

I have what I would call a standard setup with virgin i.e. A 4 port virgin provided router with the sure signal plugged into it along with other wired devices in the other ports.

I have done everything suggested on by the mods / admins on this forum and it still doesnt work - It is a waste of time.

Do you have any anything further to add or are you just washing your hands of the issue I have because you've run out of ideas (or the script you are probably following)?

Ther must be some reason why so many people are experiencing these issues?

[Motomot]

Thanks Ben_H

I have a BT home hub 3, might this be the problem then?

If I got a new router might that make the difference?

[Motomot]

Hi, With regard to the above problem whereby my plug in Sure Signal keeps rebooting during my iPhone 5 calls with the red light flashing and the first internet solid (red or orange?), here is the info you need: Speed: Ping 31ms Download 7mbps Upload 0.34 mbps Ping: Packet loss: 0% Ping 33 ms Jitter 1 ms Grade A IP: 86.154.49.110 IPV6: ::ffff:569a:316e Serial Number: 40133853958 Trace route: traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets 1 bthomehub (192.168.1.254) 26.061 ms 48.922 ms 48.572 ms 2 217.47.186.186 (217.47.186.186) 47.009 ms 15.032 ms 13.995 ms 3 217.47.187.161 (217.47.187.161) 13.952 ms 51.797 ms 43.962 ms 4 213.1.69.186 (213.1.69.186) 22.884 ms 82.503 ms 62.560 ms 5 31.55.165.77 (31.55.165.77) 46.104 ms 79.142 ms 56.855 ms 6 31.55.165.107 (31.55.165.107) 54.291 ms 62.579 ms 31.050 ms 7 acc1-10gige-4-2-2.mr.21cn-ipp.bt.net (109.159.250.116) 61.855 ms acc1-10gige-2-3-0.mr.21cn-ipp.bt.net (109.159.250.94) 60.681 ms acc1-10gige-0-3-0.mr.21cn-ipp.bt.net (109.159.250.82) 50.559 ms 8 core2-te0-12-0-4.ilford.ukcore.bt.net (109.159.250.7) 31.837 ms core1-te0-0-0-17.ealing.ukcore.bt.net (109.159.250.24) 34.892 ms core2-te0-13-0-14.ilford.ukcore.bt.net (109.159.250.46) 33.436 ms 9 host213-121-193-156.ukcore.bt.net (213.121.193.156) 32.666 ms peer1-xe1-0-0.telehouse.ukcore.bt.net (109.159.254.98) 29.581 ms 29.768 ms 10 lndgw2.arcor-ip.net (195.66.224.124) 32.314 ms 32.711 ms 33.518 ms 11 85.205.116.10 (85.205.116.10) 30.572 ms 31.345 ms 31.027 ms 12 * * * 13 * * * 14 * * * 15 * * * 16 * * * 17 * * * 18 * * * 19 * * * 20 * * * 21 * * * 22 * * * 23 * * * 24 * * * 25 * * * 26 * * * 27 * * * 28 * * * 29 * * * 30 * * * 31 * * * 32 * * * 33 * * * 34 * * * 35 * * * 36 * * * 37 * * * 38 * * * 39 * * * 40 * * * 41 * * * 42 * * * 43 * * * 44 * * * 45 * * * 46 * * * 47 * * * 48 * * * 49 * * * 50 * * * 51 * * * 52 * * * 53 * * * 54 * * * 55 * * * 56 * * * 57 * * * 58 * * * 59 * * * 60 * * * 61 * * * 62 * * * 63 * * * 64 * * * tomapple:~ Eveling$ Hope this helps and please tell me what I have to do to fix this? Thanks

[Toon_Hak]

OK, so I've ran all the tests requested in this tab and all run fine.

The sure signal has been reset / re-synched god knows how many times.

I've tried it at a different location as per your request with the same issues.

I've now had the sure signal replaced as faulty as suggested and guess what...It is still the same, if not worse.

I tranferred accross all the config details to the new sure signal and after completing its bottup / download or whatever it does, it worked for anout 30 minutes max.

I then re-set it and it worked for a few hours.

Basically I'm no further forward and it is serioulsy affecting my ability to work from home.

Why are you selling something which quite clearly has issues, and why aren't you telling us what the real issue are instead of the same old suggestions which, correct me if I'm wrong, are not working for anybody (or at least not in the medium to long term).

Can you please advise where I'm supposed to go from here!

[Toon_Hak]

Oh, and my new sure signal serial number is 40133639977 if you're interested.

[bobin]

Hi Toon_Hak

Take may advice and give up if you read the strings the blame is always put elsewhere, the BT Hub issue has been going on since May with no resolution. After much stress and paine I got through to someone in the know at BT and asked about the SS problem and the Bt Hub 3, and guess what they knew nothing about it.

I get 2 or 3 dropped calls per day and when I do see it my SS drops out at least once a day but I suspect it is a lot more than this as I don’t sit there watching the dam thing. I spent days doing all the resets and sending info to basically end up where I started.

I had the can you connect to a different router line; I did this on a BT Hub 4 and guess what still had the same problem.

If you are receiving the community emails from the forum you will have seen like me periods of peak activity with customers posting SS issues. Now call me cynical but the problems I get with my SS always seem to coincide with the increase level of post that are highlighting faults, strange that don’t you think, could not possibly be a Vphone problem as they don’t have them.

Bring back the good old days when service was provided by people that came out and sported the problem and you could take faulty goods back to the shop for a refund or replacement.

Now it is the customer that is responsible for repairs and after paying good money we are expected to use our time resetting, re-syncing and emailing to get things sorted.  

[Tomtully321]

Had now joy setting up my new sure signal. My details are below. Thanks in advanced

Speed test - Ping- 14ms

                    Download- 25.66mbps

                    upload - 11.11mbps

Ping test - Ping - 33ms

                Jitter - 3ms

IP address - 82.14.132.78

IPV6 address - ::ffff:520e:844e

Serial - 40140932571

Last login: Sat May 10 17:41:04 on console

Toms-iMac:~ main$ traceroute 212.183.133.177

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  * * *

 2  cpc65157-know13-2-0-gw.17-2.cable.virginm.net (82.14.132.1) 61.844 ms  40.254 ms  12.238 ms

 3  know-geam-1a-ge310.network.virginmedia.net (81.97.114.73) 11.583 ms  12.387 ms  11.459 ms

 4  pres-core-2a-ae10-0.network.virginmedia.net (195.182.178.145) 12.899 ms  14.058 ms  10.884 ms

 5  leed-bb-2a-ae5-0.network.virginmedia.net (62.254.42.25)  24.228 ms  24.407 ms  25.265 ms

 6  * * *

 7  62.252.224.238 (62.252.224.238)  29.839 ms  28.913 ms  27.731 ms

 8  * * *

 9  * * *

10  * * *

[Retired-Andy]

Hi Tomtully321,

Your IP address is on our whitelist, so no problems there.

Your ping test and speed test are fine but your traceroute doesn’t reach our servers.

Check to make sure the following ports are open/forwarded on your router:

Port Number

8          TCP      UDP

50         TCP      UDP

53         TCP      UDP

67                     UDP

68                     UDP

123                   UDP

500                   UDP

1723     TCP      UDP

4500                 UDP

33434 - 33445    UDP

If you have the option, try a different Ethernet cable between the Sure Signal and your router.

Thanks,

Andy

[Tomtully321]

Tried opening all the ports with no luck. Also tried a different ethernet. This is my updated trace route with ports now open.

Last login: Wed May 14 16:01:54 on ttys000

Toms-iMac:~ main$ traceroute 212.183.133.177

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  * * *

 2  cpc65157-know13-2-0-gw.17-2.cable.virginm.net (82.14.132.1)  16.436 ms  9.357 ms  9.309 ms

 3  know-geam-1a-ge310.network.virginmedia.net (81.97.114.73)  10.589 ms  8.801 ms  10.603 ms

 4  pres-core-2a-ae10-0.network.virginmedia.net (195.182.178.145)  11.139 ms  9.301 ms  14.489 ms

 5  leed-bb-2a-ae5-0.network.virginmedia.net (62.254.42.25)  23.609 ms  22.116 ms  21.261 ms

 6  leed-bb-1c-ae0-0.network.virginmedia.net (62.254.42.126)  21.301 ms  17.749 ms  24.261 ms

 7  62.252.224.238 (62.252.224.238)  73.773 ms  26.223 ms  30.026 ms

 8  * * *

 9  * * *

10  * * *