Can't add new user to sure signal

[sw4714]

Hello

I keep getting this message when i add a new user:

Sorry – there seems to be a problem.

We're working hard to fix the issue, so please try again later.: 500, 1024

Any ideas? i've waiting for 24 then 48 hours and its still not working.

Serial number 40133461794

Thanks

[Retired-EricChe]

@that_frank

Have you been able to add the number to your Sure Signal now?

This issue may have been caused by the number only recently porting it Vodafone, it can sometimes take a while for the number to be fully picked up on the data base as a Vodafone number.

If you're still struggling to register the number, please contact Live Chat and they will be able to investigate into this for you.

[that_frank]

Thanks for the reply: I tried Live Chat 3 times last week with no joy. I managed to get through to talk to someone on 191 this morning, by pretending I wanted to leave Vodafone (I have previously followed the prompts for technical help and ended up in a recorded message dead-end). They transferred me to someone on the technical team who took my number details, and said they would get back to me when sorted. Not heard back yet, but here's fingers crossed!

[that_frank]

Managed to make some progress with this but issue is not yet 100% resolved. After calling 191 for the umpteenth time in 10 days, finally managed to get through to someone who seemed to understand the problem and offered a plausible explanation. Apparently it is known that there is a bug whereby when numbers are ported to Vodafone from another supplier they do not always appear on the correct database as used by SureSignal, so the SureSignal device does not yet recognise it as a Vodafone number. This is not resolved ‘just by waiting for another day or two’ as I had previously been told, but requires positive action to add the number to the database. In other words, the porting of my number from O2 to Vodafone had not been completed successfully. I am assured that this issue will now be resolved within 24-48 hours, and although this sounds promising, that still remains to be seen, but I am a bit more hopeful. BTW the only way I have ever managed to talk to a human being after dialling 191 is to select the option that you wish to leave Vodafone, all other options seem to lead to recorded message dead ends. The guy I spoke to said that you should select the following options to get straight through to the SureSignal technical team: 191 -> 2 -> 2 -> 2 -> 5. I have not yet verified this but will try it next time if I need to!

[that_frank]

Hooray! Pleased to report that SureSignal technical team were finally able to resolve this yesterday (29/10/2015), a fortnight after the prpoblem was originally reported: they added the new user themselves and sent a txt msg to say that it was done. Goes to prove that a) if you have a problem, you need to get someone who understands to fix it, and don't get fobbed off with 'it will sort itself out in a day or two' type responses; b) perseverence pays off in the end!

[Chilcombe]

Have you managed to sort this, I have the same problem.

[Retired-Wayne]

@Chilcombe

Could you give us some more details about exactly what his happening for you?

[Chilcombe]

I have had my Sure Signal for three years. Never had a problem adding a new number.  I have, within the last month, ported in my number from Three. I am unable to add this number, an error message keeps appearing the Vodafone are working on the problem, have been trying for two days.

[Chilcombe]

I made contact via  Live Chat Friday evening and was told the new number was now added.  Checked Saturday morning and still not working.  Called Live chat again , went through the process once again and looking on My Vodafone site  it is still not showing!/working.

[Jenny]

@Chilcombe - As Eric said above, when a number’s ported into Vodafone, it can sometimes take a while for everything to fully update.

If you're still unable to register the number, I’ve sent you a private message with instructions on how to get in touch, so we can look into this further.

[Chilcombe]

In Spite of contacting via Live Chat and being told the problem had been resolved four times I sorted this myself!

1.  A new SIM was provided with my upgrade phone, on checking on Voadafone it indicated I did not need to replace it.

2. being frustrated that my Sure Signal would still not accept my number I Changed the SIM and I had immediate access to add my number on Sure Signal.

3. Not being a Tech myself I had no idea what LTE/WCDMA meant, I was aware of GSM.  Nothing on the blog mentioned that Sure Signal does not work on LTE, which I now know to be 4 G.

4 . I now know to change my settings down to WCDMA/GSM to use the Sure Signal at home.  When done I have a full signal

It is a shame a better explanation was not provided on the Sure Signal site that the settings must be changed from LTE/WCDMA/GSM to WCDMA/GSM,   it would have prevented me from having to contact Live Chat , a total of 80 minutes!!