Sure Signal Moved e-mail alerts

[jcurtis]

Moved to a new service provider so was expeting the e-mail, however according to the e-mail sent ....

How to change the address

The address can be changed or confirmed as follows:

1. Log into your My Account page
2. Click on ‘Manage Sure Signal’
3. Click on ‘Change postcode’ and enter the new postcode where the device is being used, or if it has not been moved simply re-enter the existing postcode 
4. Click on ‘Check postcode’ and verify the address listed
5. Click on ‘Confirm’
6. Select which floor you will be using it on and ‘Confirm’
7. Click on ‘Confirm’ to update the address

... I should just be able to confirm my postcode.  But, again, which has been reported before, you cannot do this.  Becuase if you do you get....

"You can only have one Sure Signal at each postcode. Please choose another postcode."

... from the website.  You must go through the loop of moving it elsewhere and putting it back.  

This is exceedingly annoying for the customer, as the instructions you issue are wrong and why on earth is there not the ability to simply reconfirm an existing postcode?  How hard can it be for someone to sort this out?

I will now jump through the hoops, again, to confirm everything (on both my Sure Signals, as if you don't you keep getting nagged until you do despite only 1 "moving").

[Retired-Kay]

Hi jcurtis, 

Please accept our apologies for any inconvenience caused.

This issue doesn't happen all of the time so the instructions are correct. If you do get this error then please change to any other postcode and then change to your new one. 

Alternatively if you supply your serial number and the postcode we can arrange this for you. 

Thanks, 

Kay

[jcurtis]

Perhaps to be clear, I've included the whole e-mail...

How to change the address

The address can be changed or confirmed as follows:

1. Log into your My Account page
2. Click on ‘Manage Sure Signal’
3. Click on ‘Change postcode’ and enter the new postcode where the device is being used, or if it has not been moved simply re-enter the existing postcode 
4. Click on ‘Check postcode’ and verify the address listed
5. Click on ‘Confirm’
6. Select which floor you will be using it on and ‘Confirm’
7. Click on ‘Confirm’ to update the address

False alert

If you feel you are receiving this message in error, your device has not been moved and is registered to the address you are currently using it at, please accept our apologies. 

A false alert can happen for a number of reasons:

- You may have a new broadband router
- You may have changed broadband provider
- Your broadband provider may have changed their IP address

How to stop receiving text alerts

In order to stop receiving text alerts please reconfirm the postcode by following the steps outlined above. If you continue to receive them after you have done this please contact customer support on 191.

The instructions are not correct if you haven't moved the SS, you cannont reconfirm the postcode as it says in step 3, only change it.  There is no mention of the work around to use a different postcode (wait a few mintues for the back end to update) then change it back again.  If you follow the instructions sent in the e-mail, you get an error, no instructions given to a customer should lead to a known problem which prevents the action from being completed.

What is odd is once the change back is started, I always get "there is a sure signal by that name at that postcode" so I have to rename it to be able to complete the process.  One of my 2 boxes is now 'v3' at the end as I've been down this road before.

It's not a problem getting the e-mail, I can understand the reason why and find it very handy to have the details of exactly what to do within the e-mail itself.  I only raised it so, perhaps, the instrcutions or website could be tweaked to prevent customers from getting annoyed, as currently if you haven't moved the SS and you follow the instructions provided, you are guranteed to hit an error.

[Ben_H · Accepted solution]

Hi jcurtis,

Thanks for elaborating. I'll have this fed up to the guys who supply the support documents to see if there's any way we can get it amended. As most customers have only one unit per household it shouldn't be something that crops up too often but it's worthwhile noting for the handful that may have more.

Cheers, Ben