Unable to register, add or remove users

[Retired-George]

We’ve created this thread to help with online problems that may occur when registering, or managing your Sure Signal.

You need an online account so you can register and manage your Sure Signal.

You’ll receive a text as part of the registration process, which contains a security code. This code is only valid for 20 minutes.

We understand that if you own a Sure Signal, you’ll most likely have little or no coverage, so we recommend you register online when you know you’ll be able to receive the text.

Business customers:

If you’re a business customer you can’t register this via My Account and you need to visit Sure Signal for business. Just click ‘Register a Sure Signal’ and enter your company name as the owner and your mobile number as the administrator - this way you can still make any changes needed.

Consumer customers:

You’ll receive a text or email to confirm that the Sure Signal is fully registered.

Please note that problems can occur, if the number that’s registered as the Owner of the Sure Signal, is different than the main number registered for online billing.

Check for planned maintenance:

Check the forum for any planned maintenance. If there is, this will be announced at the top of the Sure Signal forum.

Planned maintenance can involve changes to the registration system, so wait for this to complete and then retry.

Pending active:

If your online account shows the Sure Signal as ‘Pending Active’, then post in this thread and we’ll look into it further.

All other issues:

If you have any other problems with your Sure Signal registration or management, just post the details below. We’ll need the following:

• Exact error message
• Step by step instructions for how to recreate the issue
• Operating system
• Browser and browser version

Thanks, 

Jenny

[a904lea]

Hi,

I have deleted a different user on my Sure Signal and re-added it successfully, so it would appear that the problem is related to the number recently ported to Vodafone. If I log into My Account for the number I am trying to add (wife's account) the section 'What you've used since your last bill' isn't populated, which may support the theory that all databases have not been updated yet.

ANDREW 

[a904lea]

Still not working this morning :smileysad:

[a904lea]

Nor this afternoon :smileysad:

[joenitro]

I'm having exactly the same problem trying to add a recently ported (port went through successfully on 1/5/12)  number to my SureSignal.

The serial number of my SS is 40114285626

I shall watch this thread with interest, as it is also my other half who I'm getting it i the neck from as "I was the one who suggested Vodafone and now it doesn't work!"

[a904lea]

joenitro - welcome to the dog-house

[a904lea]

Still not working this evening :robotsad:

[joenitro]

Me neither... just tried it again now, but still no joy.

[Retired-Lee]

Hi guys,

Thanks to you all for your posts.

We've been made aware of an issue with  set-up and provisioning that arose around the 1st May. This issue has now been resolved and there is a backlog of provisioning requests that are being worked through.

If you're not set up in the next 24 hours then please post in the relevant troubleshooting thread that best matches your symptoms.

Thanks,

Lee

[a904lea]

Why has it taken 3 days for the Tech Team to be made aware of an issue affecting customers they are supposed to be offering support to? Call me a doubting Thomas if you like, but I've run customer service teams in the past and it sounds like a tactic to buy time to me.

It still isn't working by the way. 

[a904lea]

Still no joy.