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

[redsquirrel]

I have tried several times to add a phone number to my Sure Signal, serial 40112437260.   I have tried several systems and browsers and get the same Java stack trace every time.  This seems to be the same as other people are getting and is included in the attached text file.

I can confirm that the number in question is a Vodafone number, used on a registered Vodafone SIM    The SIM has not been changed recently although this is the first time I have tried to register it on my Sure Signal

[Retired-Andy]

Hi redsquirrel,

We can definitely help out here so, to allow us to do so, I’ve just sent you a PM.

You can find your PM inbox here. If you can’t access this link, please ensure that the box next to “Turn on private messages” is ticked on this page, and let us know if you need any further assistance.

Follow the details in the PM and we’ll be in touch as soon as we can.

Thanks

Andrew

[redsquirrel]

PM has been read and actions followed.

Thanks

[guyfarley2]

Hiya Guys

Not having mich luck with call centre.

Having issues with a customers SS.

40111633273

Ive bought.it to my internrt and it works. But back to his it goes off. It was great until there was a power cut!!

Can you check to see sync issues (unit signal light flashing) last week please.

[Retired-James]

Hi Chasbmw,

The site should now be working for you however, if you are having trouble logging in please follow the instructions on the PM that I have sent to you and one of the team can take a look at this for you.

You can find your PM inbox here.

@ guyfarley2,

I can see that the Sure Signal updated on the server at 01:42 this morning, can you confirm if you are still having trouble on the connection where the Sure Signal is required?

If yes, are you still seeing the same light sequence?

When connected to the different internet connections, did you try a reset of the Sure Signal?

James

[EmilyW79]

Hello - I have recently been given my mother's Sure Signal as she is no longer with Vodafone. How can I get it deregistered as she no longer has a Vodafone account...?! Help please!

[Retired-PaulE]

Hi EmilyW79, 

Even though your mother doesn't have an active account with us anymore, we'll still need to access it to confirm ownership of the Sure Signal - I've sent you a PM with instructions on how to contact the team, can you ask her to follow these and we'll be in touch as soon as we can - once done, we can deregister it and you'll be able to register it in your own name.

You can find your PM inbox here

@ icedtiger, If your Sure Signal has been purchased through a car boot sale we'll be unable to deregister it without speaking to the original owner I'm afraid

Paul

[icedtiger]

Hi,

My daughter has bought me a second hand sure signal to help with my phone signal. I tried to register it on my Vodafone account, but it comes up with an error message saying it is registered to somebody else. I have spoken to my daughter and she said she bouhgt it from a car boot, so I am unable to contact the previous owner for them to de-register it.

Please can you de-register it for me so I can register it in my name and use it to improve my poor signal. The serial number of the sure signal is 40114282862.

Many thanks,

Julie.

[slydogjonah]

I'm getting the following error when trying to add new users to my SureSignal (v1). The existing (2) users can access fine, but it's very frustrating that I can't add 3 more users:

Error invoking portlet "VAPGatewayController"

The source of this error is:

com.bea.wsrp.faults.v1.OperationFailedExceptionImpl: Internal Server Error: null; nested exception is: 
<very long error stack removed>

I doubt I'm the only customer affected, so what's the ETA for a fix?

[Retired-Andy]

Hi slydogjonah,

We’re not aware of any issues at the moment with being able to add/remove users for Sure Signal. Can you clear your browser cache and cookies and then try again? Do you get the same issue with a different browser?

Also, to ask the obvious question, the users you’re trying to add are on Vodafone?

Let me know how you go on.

Hi JamieMoulding,

It’s great to hear your issue has now been resolved. You know where we are should you need assistance in the future.

Thanks

Andrew