Sure signal already registered??

[matthewway4]

Hi there,
I bought a second hand sure signal 2 unit, and upon setting it up it says its already registered. The serial number is 40112547589.

Thanks
Matt

[Nabs · Accepted solution]

Hi Matt,

You will need to contact the person you puurchased it from and ask them to deregister it from their account. For security reasons this is the only way it can be done.

[richard9]

I have a sure signal (serial number 21227736606) it is registered to an email address of mine (I know that because I have an email from customer.care@vodafone.co.uk    It stopped working some time ago and I'm trying to get reset it but it refuses to recognise that it is registered to my email address.   How can I reset it or deregister it from whatever it thinks it is registered to?

It is driving me mad.

Thanks

[Retired-Dave]

Hi richard9,

You don't need the email address to give the Sure Signal a factory reset, and the email address shouldn't be stopping it from working.

Just follow these steps:

• Unplug the ethernet cable from the Sure Signal
• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

If that doesn't sort things, take a look at our Sure Signal Troubleshooting thread. 

If it still isn't working, post the following details for me:

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

Can you also paste the results of a traceroute?

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 and press Enter.

On a Mac

- Open Terminal (Applications, Utilities).

- Type traceroute 212.183.133.177 and press Enter.

Once we've got it working, we'll sort out the registration issue.

Dave

[richard9]

Thanks Dave

OK I've tried what you suggested without success.

Firstly I couldnt get all the lights to come on together but they did eventually rotate around.  So it is reconnected but no lights are on and it isnt working.  Lights are flashing by the ethernet connector...

Speed test:  60.82Mbps download, 2.98Mbps upload, ping 32ms

Ext IP address  86.8.11.179

Traceroute:

Richards-iMac:~ Richard$ traceroute 212.183.133.177

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

 1  routerlogin.net (192.168.0.1)  0.997 ms  0.609 ms  0.954 ms

 2  cpc29-hers4-2-0-gw.6-3.cable.virginm.net (86.8.8.1)  10.897 ms  12.260 ms  12.580 ms

 3  hers-core-1a-ae1-1672.network.virginmedia.net (80.3.33.69)  9.353 ms  10.642 ms  9.546 ms

 4  brnt-bb-1c-ae10-0.network.virginmedia.net (62.253.174.205)  11.100 ms  14.942 ms  15.302 ms

 5  195.2.9.149 (195.2.9.149)  49.589 ms  17.973 ms  19.578 ms

 6  ae15-xcr1.lns.cw.net (195.2.30.114)  20.418 ms  19.889 ms  20.045 ms

I hopes this helps!

Thanks again

Richard

[Retired-Ian_]

Hi richard9,

Thanks for that information.

That all looks fine.

Looking at the Sure Signal I can see that there was activity on 17/03/2014 ay 10:40am.

The last contact made frm the Sure Signal to the our servers was 13/01/2013, but there are no bars on the device. 

When was the last time you used it? 

Thanks

Ian

[richard9]

Ian

I haven't used it for a log time because it suddenly stopped working and I sort of gave up on it.  On 17 March I tried to get it going and tried the actions suggested.  It still has no lights on.

What do I do now?  I can't log on to it because it does accept any of my email addresses and I can't remember which I used.  Could you send an email to the registered address and I'll reset the password?

Thanks

Richard

Thanks

[Retired-Ian_]

Hi richard9,

We can help with that.

You can find out how to get in contact with us here.

Thanks

Ian

[jwf3373]

Hiya,

I bought a sure signal off ebay and the previous owner hasn't/won;t deregister it.  How do i get it to work - serial number is 21224050068.

Many thanks,

James.

[Jenny]

Hi James,

Only the original owner can request this. I recommend you contact them to ask that they get in touch with us and we can get this sorted.

Once they’ve deregistered this, you can then register it with your details. 

Thanks,

Jenny