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

[Ben_H]

Hi Jon,

Of course we can.

We'll need to access both your old and new details securely to comply with the data protections act. I've sent instructions on how to reach my team here. We'll get in touch as soon as we reach your email in our queue.

Cheers, Ben

[jazz81]

My request has now been actioned. Thank you guys for the speedy service

[Jenny]

Hi jazz81,

I’m pleased to see this has been sorted for you now!

If you’d like to provide any of the team with personal feedback, take a look here.

Thanks,

Jenny

[rfayers]

Having similar problems as above.

Registered the SureSignal device on a personal monthly account.

Now trying to add additional PAYG phone number to it.

All attempts so far have failed.

Can you help.

Rob

[Retired-Matt_Vo]

Hi

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

Matt
Moderator

[paulr62]

I was a Vodafone user and my dad still is. I had a Sure Signal registered at his address and his number registered to it. Now I have left vodafone the Sure Signal is not working for him and it won't let me re-register the unit on his account. How can I set this up on his account? I don't want to have to buy a new unit as there is nothing wrong with the one I have.

Regards,

Paul

[paulr62]

PS the Sure Signal serial number is 40111016495 and I can confirm my old acocunt details if requires.

[Retired-Andy]

Hi paulr62,

What we need to do is de-register the Sure Signal from your account which will leave your dad able to register it.

We can take a look into this for you so will need access to your account.

You can see how to get in touch with us here.

Thanks

Andrew

[neiljwilkinson]

Ive just recently registered a new SS box (Serial no. 40130444181).

As part of the registration process i have been able to register half a dozen numbers to the device, however I now need to add some addditional numbers also.

When attempting to do this I get the following error :

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

• Sorry, we're having a technical problem at the moment. Please try again in a few minutes. If you keep seeing this message, please contact us through the help centre.

Any ideas what the issue may be or how to resolve this.

FYI i have attempted to make the changes on serveal different machines, using different web browsers whilst being on totally different networks. This SS is also brand new and not 2nd hand.

Thanks

[Retired-PaulE]

Hi neiljwilkinson, 

I've checked the serial number you've given and that unit hasn't made contact with our servers since you activated it which is why you can't add any more numbers to it.

I've pushed a resynch through now, can you reset the Sure Signal and try again?

• Locate the button on the base of the box next to the Ethernet ports.
• Press and hold the button for approximately 30 seconds.
• Once the lights come back on, release the button.
• The Sure Signal will come online in around 1 hour.

Slugears - We haven't moved you as your query is being dealt with on another thread here

Paul