Cannot add new users to Sure Signal

[Hipvet]

I have had a new sure signal for over two weeks. It took five days for it to finally connect and work for me, having been registered by the tech team. But I still cannot add new users and when I try to access this function online it says my Sure Signal is not registered. My wife urgently needs her phone as she works from home so this is critical.

I also want to claim compensation for all the time spent trying to sort this out. Live chat is useless!

[Hipvet]

Thanks Madasahatter....maybe the fault includes not being able to add new users. My own phone works fine on my Sure Signal. Nobody has actually told me what they told you which is frustrating to say the least. Cheers.

[Hipvet]

Update....the promised call never arrived!

[Rahim]

@Hipvet I've sent you a new private message with details on how to get in touch.

[Hipvet]

I have the same problem...I cannot add new users. When I try and do this online on different computers it says my Sure Signal is not registered. When I talked to the tech they say it is registered but pending activation. NB..I cannot add new users for over 2 weeks!!!. Please sort this mess out Vodafone!

[epiphany]

Hello Hipvet. I had a similar problem. My phone was connecting fine but my partner's wasn't. When I went to the sure signal part of my account it showed as unregistered. When I tried to register it produced an error message.

Was your number recently ported from another network? I ask because that's what caused my problem. The original vodafone number was registered on the sure signal so it 'confused' the system when my new number took over the online account. For some reason the ss still worked with my new number when it was ported over but it wiped the numbers that were associated with the original registration.

If this is the case and you mention this on the phone to support (don't use chat it is a waste of time) they should be able to resolve it.

I feel your frustration. Just keep calling 191 and eventually you'll speak to someone who is competent. Often I think it's just a matter of who you get on the other end of the phone. Good luck.

[Hipvet]

Thanks Epiphany. No, I've had the same number for years. All I've done is change my SS because the old one failed.

You're absolutely right. It's getting the right person I think, and that hasn't happened yet, although I now have a new prime contact who has promised to ring me back on Monday. Watch this space!

[Hipvet]

OK...my prime contact, Michelle, rang me as promised (that's a first). However she cannot give me an answer. Apparently she spoke to the SS team and the problem has been "escalated" and she's hoping it will be working tomorrow! What bugs me now is that no one on the SS tech team has bothered to talk to me, check my system, even give me some vague explanation of what the problem might be. The anticipation is killing me.

[epiphany]

Is this the first time it has been escalated? My issue was escalated to 2nd level support and that solved it the same day. So at least you're passed the 'front line' of support. It's a bank holiday today so maybe that's why she said tomorrow.

[Hipvet]

Yes Epiphany...I think this might be the first time although I have a vague memory it was suggested a couple of weeks ago!

[Rahim]

@Hipvet We can see you've contacted us via private message.

We'll respond to your latest message as soon as we can.