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Solution

Sure Signal Registeration Problem

tsamji
2: Seeker
2: Seeker

Hi

 

I have a Sure signal box Serial number: 41113740454

I attempted to get this up and running before xmas and was advised that it was still registered with the original owner.

I have made numerous attempts to contact the seller/owner to get the box de-registered in order for me to re-register it under my name.  I brought the box back in Nov 2012, but only had my BT broadband install end Dec 2012.

I ask Vodafone Tech Team for there help in getting this box de-registered, so I can register it, in order for my personal and work Vodafone mobile and my wife's personal vodafone mobile to have 3g in the house.

 

 

17 REPLIES 17

Retired-Matt_Vo
Moderator (Retired)
Moderator (Retired)

Hi

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

Matt
Moderator

Hi

 

I have a Sure signal box Serial number: 41113740454

I attempted to get this up and running before xmas and was advised that it was still registered with the original owner.

I have made numerous attempts to contact the seller/owner to get the box de-registered in order for me to re-register it under my name.  I brought the box back in Nov 2012, but only had my BT broadband install end Dec 2012.

I ask Vodafone Tech Team for there help in getting this box de-registered, so I can register it, in order for my personal and work Vodafone mobile and my wife's personal vodafone mobile to have 3g in the house.

 

PLEASE can this be de-registered - so that WE can recieve and make calls one I'm able to register the unit

Your speed test results from here.- download speed 5.32

Your ping test results from here.- 36ms

Your external IP address from here.- 86.166.253.201

The results of a traceroute.

C:\Users\ss>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  BThomehub.home [192.168.1.254]   2    24 ms    24 ms    24 ms  217.32.144.163   3    25 ms    25 ms    24 ms  217.32.144.206   4    27 ms    27 ms    27 ms  213.120.181.246   5    26 ms    26 ms    27 ms  217.41.169.199   6    27 ms    26 ms    26 ms  217.41.169.109   7    26 ms    27 ms    26 ms  109.159.251.205   8    38 ms    39 ms    38 ms  core1-te-0-13-0-10.ilford.ukcore.bt.net [109.159 .251.191]   9    54 ms    50 ms    36 ms  peer1-xe10-0-0.telehouse.ukcore.bt.net [109.159. 254.122]  10    39 ms    35 ms    35 ms  LNDGW2.arcor-ip.net [195.66.224.124]  11    35 ms    34 ms    34 ms  85.205.116.2  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\ss>       Your Sure Signal serial number: 41113740454      

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.

Retired-Kay
Moderator (Retired)
Moderator (Retired)

Hi tsamji, 

 

To make sure everything is as up-to-date as possible, I’ve just resynced your device for you. To make sure the resync completes, can you perform a factory reset:-

- Hold down the reset button until all the lights show/flash (about 30 seconds)
- Keeping the reset button held down, remove then re-insert the power lead.
- Once all lights display release the reset button.
- The Sure Signal will come online in around 1 hour.

 

If this doesn't resolve the issue I'd recommend trying your Sure Signal at a different location so that we can determine where the fault lies. 

 

Best Wishes, 

 

Kay

Has the Sure Signal box been de-registered from your end?

 

I have completed the above steps requested by Kay.

Retired-James
Moderator (Retired)
Moderator (Retired)

Hi tsamji,

 

It looks like the Sure Signal is still registered to the person that you have purchased it from.

 

As this isn’t registered in your name, we are unable to deregister the unit without confirming details with the original owner.

 

I can only advise you to try and contact them again and ask them to contact us so that we can confirm the required security checks to deregister the unit.

 

James

James

 

As stated in my in first post, original owner is not responding and now I'm into my 3 month of no network in our new house.  I thought after reading many threads you would be able to help.  We have been Vodafone customers for many years and would like to carry on, but this situation is causing us nothing but grief.  If you are no longer able to help 'with de-registering' then we have no other choice, but to cancel out contracts and move to a network provider.

Retired-James
Moderator (Retired)
Moderator (Retired)

Hi tsamji,

 

Unfortunately as the original owner is still registered as the owner it means that they are the only person that we can make any changes for.

 

To allow us to de-register a Sure Signal we need to confirm the identity of the owner for Data Protection reasons.

 

If this was not done it would mean that anyone could de-register the unit and register it in their own name.

 

I’m sorry but we are really restricted by what we can do in these circumstances.

 

James

James

 

what are the chances of yourself (Vodafone) making contact with the orginal owner to question an attempt to get the box re-registered has taken place etc... 

 

Cheers for your help in advance

 

Rgds,

 

Tej.