Can't add new user to Sure SIgnal

[Ukpocketwatch]

Hi all

Have a problem with my suresignal, I want to add my husbands phone to the sure signal, there are no screens to enable me to do this, and it says my suresignal is already registed, it works fine with my phone and I have looked at all the posts and I think I need a refresh can anyone assist, as to how we do this

Kind regards

Dawn

[Retired-Matt_Vo]

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

[Ukpocketwatch]

Hi There

Many thanks for coming back to me

I have tried everything on the sure signal to add a new user, but to no avail, I cannot get onto the setup screens to add a new vodafone user

Please find below a trace route as requested

Regards

Dawn

Microsoft Windows [Version 6.2.9200]
(c) 2012 Microsoft Corporation. All rights reserved.

C:\WINDOWS\system32>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

  1     7 ms     5 ms     6 ms  10.162.248.1
  2     8 ms     7 ms     7 ms  brad-geam-1b-ge28.network.virginmedia.net [81.97
.81.137]
  3     7 ms     7 ms     6 ms  brad-core-2b-ae2-0.network.virginmedia.net [212.
43.163.237]
  4    16 ms     7 ms     7 ms  leed-bb-1b-ae6-0.network.virginmedia.net [81.97.
80.121]
  5    13 ms    10 ms    10 ms  nrth-bb-1b-et-400-0.network.virginmedia.net [62.
253.175.46]
  6    12 ms    14 ms    12 ms  tele-ic-4-ae0-0.network.virginmedia.net [62.253.
174.18]
  7    29 ms    29 ms    37 ms  ldngw1.arcor-ip.net [195.66.224.209]
  8    28 ms    26 ms    28 ms  85.205.116.14
  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:\WINDOWS\system32>

[Retired-James]

Hi UKpocketwatch,

Thanks for your posts.

To do this you will need to log into your own online account, select the manage Sure Signal option and then select the add users option.

This will then allow you to add his number to the Sure Signal.

If you have any problems, let me know.

James

[Ukpocketwatch]

Hi James

Thanks for mail, but thats the problem it wont let me log onto the suresignal, I cant get to any "add user" screens, it keeps asking me to register the suresignal, but when i do that it says suresignal is already registered, and I know it works because it is registered to my account so I am stuck, any help appreciate

regards

Dawn

[Retired-Andy]

Hi Ukpocketwatch,

We’d need to take a look into this and see what’s happening. We can also add the user for you as well.

You can see how to get in touch with us here.

Thanks

Andrew