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

[peterwynne]

i get errors when I login to my account before I can even get to the sure signal management. (below) the reason for me wanting in is because I've just upgraded to an iPhone 5. it doesn't seem to be hooking up to the SS box. I was going to delete the number and re-add it again? is there anything else I would need to do to get this new phone to pick up the SS box? the previous HTC phone was fine..

Error invoking portlet "CorporateController"

The source of this error is:

com.bea.wsrp.faults.v1.OperationFailedExceptionImpl: Internal Server Error: java.lang.NullPointerException; nested exception is: 
	com.bea.portlet.adapter.scopedcontent.ActionLookupFailedException: java.lang.NullPointerException.; nested exception is: 
	com.bea.wsrp.faults.v1.OperationFailedExceptionImpl: java.lang.NullPointerException; nested exception is: 
	com.bea.portlet.adapter.scopedcontent.ActionLookupFailedException: java.lang.NullPointerException
	at com.bea.wsrp.FaultInstanceFactory.<clinit>(FaultInstanceFactory.java:44)
	at com.bea.wsrp.proxy.ProxyBase.raiseFault(ProxyBase.java:563)
	at com.bea.wsrp.proxy.ProxyBase.invoke(ProxyBase.java:464)


it goes on

[brett7]

Hi,

Am trying to add a number to my suresignal account but don't seem to have this option when I log in to my account. Any help much appreciated.

Thanks

[Retired-James]

Hi Guys,

Thanks for your post here.

@ peterwynne, can you confirm if this is still happening when you try to log in?

If yes, please follow the instructions on the PM that I have sent to you and one of the team will be able to take a look at this for you.

@brett7, the usual reason for this is that you aren’t logging into the online account that was used to originally register the Sure Signal.

So we can see which was used to register the Sure Signal I have sent you a quick PM, please follow the instructions on the PM and we will be able to look into this for you.

You can find your PM inbox here.

James

[KevF]

Hi Guys,

Have just bought a Sure Signal unit (older model) from brother as we have issues of bad reception at our new home.

I logged into my account and filled in the online form and got right up to the point of entering what floor the unit is on.

When I click on Submit without adding new users, I get a message saying

Sorry we are not able to process your request because of following errors in your form.

Sorry we are having a technical difficulty at the moment. Please try again in a few minutes.

I have tried over the last 5 days and each time get the same message. Can you help? Does the unit need to be deregistered from my brother before I try to re-register it?

Many thanks

Kev

[Retired-Lee]

Hi there Kev-F,

Thanks for your post.

Your brother will definitely need to de-register the device before you can register it. This is why you are seeing that error message, although it's not very clear from the message what the problem is.

Please ask your brother to de-register the VSS and then leave it 24 hours before trying again.

Let me know how you get on.

Cheers,

LeeH

[KevF]

Hi Lee, 

Right my brother has said he couldn't de-register the Sure Signal so ended up using Vodafone's live chat facilit. His account ended up having to be closed and reopened without the Sure Signal.

Would this have the the same effect as de-registering the device?

He did this Monday but I have just tried to regisiter the VSS just now and have the same error message.

Please help.

Kev

[Retired-Lee]

Hi there KevF,

Thanks for coming back to me.

Removing the online account wouldn't have an effect on the VSS being de-registered.

I've sent you a PM which can be accessed here. Please could you pass the information on to your brother so he can send us his details? We'll then be able to contact him to de-register the VSS.

Cheers,

LeeH

[psychopomp1]

Hi

I've just got a second suresignal (serial # 40123544559) as the previous one seems to be faulty (no white lights, only power light comes on) but despite adding it to my online account 2-3 hours ago, status shows as 'pending active'. Any idea why its taking so long?

Cheers

[KevF]

Lee,

Well despite both myself and brother in law spending what will equate to about 8 hours in total on the phone to both Vodafone technical and whoever else picks up the call, we are no further.

Apparently, the unit has been suspended (so I am told) and that my brother in law will have to contact Vodafone. The my BiL is told that it is my problem and I am obviously filling the registration from in wrong.

The latest that I am now told is that I will never be able to use the unit so do I want to buy a new one from Vodafone?

Customer service is terrible...I whole expect this post to be deleted due to my obvious annoyance with Vodafone.

I have been a private and business customer of Vodafones for 14 years and due to this shocking service, will be changing to another supplier. I have never had to repeat myself so many times nor try to explain something so often without getting a result.

[Retired-James]

Hi Guys,

@ psychopomp1, the Sure Signal is still showing as pending active so we will need to pass security with you and then remove the registration on the unit and start again.

So we can do this I have sent you a quick PM, please follow the instructions on the PM and one of the team will be able to get this sorted for you.

 You can find your PM inbox here.

@ KevF, I can’t seem to find your serial number on your eForum posts, so I can check the  registration to see if the unit is suspended, please let me know the Sure Signal serial number and we can get this checked for you and advise you further.

James