Account no longer shows Sure Signal

[rjd1983]

Hi,

I logged into 'My Account' this evening for the first time in a while to amend the register users on My Sure Signal (40110413073) however it is no longer showing on My Account, it only gives me the option to register a new Suee Signal? 

I've tried to re-register the device and it states that it is register to another account - mine obviously!

I am a Vodafone customer through my company phone and I believe we have recently changed the provider for our Vodafone contract so I'm not sure if this is connected?

Can you please provide some support for this?

Thanks.
Rob

[Mark]

Hi @rjd1983,

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

Mark

[rjd1983]

Thanks for the response.

The Trouble Shooting Thread does not help for accesssing my Sure Signal which is currently not showing on 'My Account' details. As mentioned, my Sure Signal is showing as being already registered when I try to re-register it but I now have no way of accessing it?

In answer to the details requested, please see these below:

Your speed test results - .download - 26.71mbps, upload - 10.94mbps

Your ping test results - ping 22ms, jitter 5ms

Your external IP address:

Your IP Address is 86.132.229.133

Your IPV6 Address is ::ffff:5684:e585.

The results of a traceroute - See below

Your Sure Signal serial number - 40110413073

VSS Traceroute command

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

C:\Users\r.durant>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 4 ms 2 ms 4 ms BThomehub.home [192.168.1.254]
2 * * * Request timed out.
3 * * 49 ms 31.55.186.133
4 22 ms 22 ms 30 ms 31.55.186.148
5 19 ms 21 ms 17 ms 195.99.127.54
6 20 ms 20 ms 17 ms peer1-xe1-0-0.faraday.ukcore.bt.net [213.121.193
.165]
7 23 ms 20 ms 20 ms lndgw2.arcor-ip.net [195.66.224.124]
8 31 ms 19 ms 17 ms 85.205.0.93
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.

C:\Users\r.durant>

Thanks.

[Simon2501]

Hi,

I am also getting this problem - no existing Sure Signal listed and no way of managing it.  The SS2 seems to be working but I want to add a new user.

I have recently upgraded to a new mobile contract but using the same number.

Thanks,

Simon

[Ben_H]

Hi @rjd1983 and @Simon2501

There have been some updates to the My Vodafone layout.

On the home screen:

• Select 'Manage' next to the main number.
• Under account services select 'Manage services'
• Select 'Sure Signal'

Let me know how you get on, or feel free to provide screenshots if you see anything different.

Thanks,

Ben

[Simon2501]

Ben, thanks, yes that appears to work but I didn't realise I would have to reregister my SS when I upgraded my phone despite keeping the same account and phone number.  Simon

[rjd1983]

Hi @Ben_H,

Thanks for this. Not sure if I'm looking in the wrong place or accessing my account from the wrong link however the below gives me no option to follow your suggestion?

FYI - the phone number shown is for one of our iPads and my number isn't listed. Our company phones are linked to a different account number to that shown on 'My Account'. 

Not sure if that is causing the issues?

[Jenny]

@rjd1983

Try selecting ‘Manage my devices’ shown in the bottom left of the screenshot you posted and let us know if that works.

[rjd1983]

Thanks @jenny but this is what is shown when selecting that. 

As mentioned, these numbers relate for the iPads on our old account.

The phone numbers, including my own, originally on this account are now on a different one. 

Can you not de-register my sure signal (40110413073) at your end so I can set it up again under the new account number?

[Gemma]

@rjd1983

We can do this for you. So we can go through a security check first, please get in touch with us via Live help.