12-03-2012 04:44 PM
Have you followed the Troubleshooting Guide?
You may well find your answer in there.
If after following the instructions in the guide you are still having an issue post back in this thread and one of the Tech Team will be able to provide further assistance.
12-03-2012 05:00 PM
Just had a quick look at the troble shooting guide as there one or two bits of info we dont have to hand
One of the problems is, when trying to register a new account it gets passed the security token section, but then displays a error message,
I did note that, even following the “sure signal for bunisse” set up website/option, it still always takes the customer back to the Personal tab..
Thanks for the speedy response to Nabs! Kudos!
12-03-2012 08:21 PM
As far as i am aware there are no issues with the website however it could be a possibility.
Best thing to do is sit tight and one of the eForum Tech Team will pick up this thread. They will have a beter insight into whats going on at their end and will be able to sort the registration out for you.
14-03-2012 10:28 AM - edited 14-03-2012 10:30 AM
This actually sounds more like a "My Account" issue that a Sure Signal one.
The page you get passed to is the My Account registration page, so there's no issue there. If your customer has already registered for this to get online billing, then if they log in normally they'll be able to select the option to register their Sure Signal from the landing page.
If they haven't then when they register the security code is sent to the mobile phone via SMS. This is for security purposes and it's not something we can bypass. If they cannot get the code due to a lack of signal, it may be best to register somewhere where there is signal on an alternate computer - or on the internet via their phone - so the code can be received and entered.
Let us know if this helps.
17-03-2012 12:41 PM
Hi there Stemcsteste,
Thanks for sticking with us. This is a little tricky as you say it's one of your customers, rather than you, having the problems?
The thing is we will need to complete security with the account holder in order to be able to help with this one. I've sent you a PM which can be accessed here. If you could ask your customer to follow the instructions in the PM and send us their details one of the team will be with them as soon as they can.
19-03-2012 08:52 AM
i have replied on behalf of my customer as it doesn’t seem to be a problem with their handset/number
while trying to set up the sure signal i have access to their security code which is how I know I’m getting the correct one.