Deregister sure signal

[trinny69]

hi my girlfriend got a sure signal with you two years ago but no longer uses it so we have recently gave it to a friend that has poor signal with you......he has messaged to say he can't use it unless we de register it but we can't as she hasn't been with you for two years.... her old mob number was (removed for security).....the serial number on the sure signal is 21223458262. hope you can help

[Retired-Rodney]

Hi @trinny69,

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

Rodney

[trinny69]

Thanks for your reply but it dosen't help....there is no where in your trouble shooting guide that will help. I can't enter into the vodaphone application to de register it as you need to enter the mobile number it was registered with the vodaphone mobile number no longer exists as the phone contract was cancelled two years ago. The serial number on the sure signal box is .....21223458262.  thank

[DaveCD]

@trinny69 

If the Sure Signal hasn't been used for 12 months it will be suspended indefinetely although yours is still showing as active.

We'll be happy to take a look but we'll need to pass security first. 

Contact our Live help team.

If they're not there straight away, sit tight and an advisor will be with you as soon as they're available.

DaveCD