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

[slugears]

I really hope I've not been added to this sure signal forum as a solution to my signal problem.

[gaza34]

Hi I have SS2 which is accepting the account holder's main mobile with no problems. I have added my wife's mobile as a second user which has a Pay as You Go Nano sim card as opposed to my mobile which is now on a yearly sim only contract and utilises a Micro sim card. The problem is that the second user mobile is not recognised by the Sure Signal even though I have factory reset the SS 3 times and removed and re-entered the second users mobile details twice. I have allowed over 24 hours for the SS to stabalised each time I have factory reset the unit even though the main user's mobile is up and running within 30 minutes each time with no problems. The mobile works satisfactory on the Vodafone network as normal with full 3G services where available but does not couple to the SS unit at any time. Your suggestions as to how to resolve this problem would be very much appreciated.

Regards and thanks Gareth

[Retired-PaulE]

Hi gaza34, 

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

Paul

[gaza34]

Thank you Paul for your quick response. I will go through the troubleshooter again just in case and I will go through your required test processes and post them accordingly. I am busy for the next 24 hours but will get back to you to let you know how things went.

Many Thanks

Gareth (gasa34)

[gaza34]

Hi Paul I have carried out the tests as required and they are as follows:

Speed Results: Download=18.50 Mbps; Upload=0.97 Mbps

Ping test: Ping=17ms; Jitter=0ms. Unable to run packet Loss test. Checked Java is up to date and running and switch the firewall off. re-booted PC but still unable to run Packet Loss test.

VSS traceroute results:

Microsoft Windows [Version 6.2.9200]

(c) 2012 Microsoft Corporation. All rights reserved.

C:\Users\Gareth>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1     3 ms     1 ms     1 ms  BThomehub.home [192.168.1.254]

  2     7 ms     7 ms     8 ms  217.32.141.130

  3     8 ms     7 ms     8 ms  217.32.141.190

  4    12 ms    12 ms    12 ms  217.41.216.218

  5    11 ms    12 ms    11 ms  31.55.164.209

  6    12 ms    11 ms    11 ms  31.55.164.109

  7    11 ms    10 ms    11 ms  acc2-10GigE-0-2-0-6.bm.21cn-ipp.bt.net [109.159.

248.236]

  8    19 ms    21 ms    20 ms  core2-te0-3-0-14.ealing.ukcore.bt.net [109.159.2

48.154]

  9    15 ms    15 ms    15 ms  peer1-xe3-3-1.telehouse.ukcore.bt.net [109.159.2

54.211]

 10    20 ms    17 ms    17 ms  lndgw2.arcor-ip.net [195.66.224.124]

 11    18 ms    18 ms    18 ms  85.205.116.6

 12     *        *        *     Request timed out.

 13     *        *        *     Request timed out.

 14     *        *        *     Request timed out.

 15     *        *        *     Request timed out.

 16     *        *        *     Request timed out.

 17     *        *        *     Request timed out.

 18     *        *        *     Request timed out.

 19     *        *        *     Request timed out.

 20     *        *        *     Request timed out.

 21     *        *        *     Request timed out.

 22     *        *        *     Request timed out.

 23     *        *        *     Request timed out.

 24     *        *        *     Request timed out.

 25     *        *        *     Request timed out.

 26     *        *        *     Request timed out.

 27     *        *        *     Request timed out.

 28     *        *        *     Request timed out.

 29     *        *        *     Request timed out.

 30     *        *        *     Request timed out.

Trace complete.

C:\Users\Gareth>

Thanks again for your help.

Gareth (gaza34)

[gaza34]

Sorry Paul forgot to post the serial number of the VSS.

Model: 9361 Home Cell V2-V 

Pt.No.3JR09110ABBA

Serial No. 40123553790

Regards

Gareth (gaza34)

[gaza34]

Hi Paul,

I have just rechecked the VSS registered unit on my accoumt and discovered that when checking the Dashboard the serial number of my SS was incorrect even though I have been usin g the unit over 12 months, very strange. Have entered the correct serial number and all is operating correctly for the 2 registered users. So once again thank you for your help and I apologise for taking up your time.

All the best

Gareth (gaza34)

[Retired-Andy]

Hi Gareth,

Thanks for the update, it’s great to hear your Sure Signal is now working for you.

There’s no need to apologise, we’re here to help :smileyhappy:

You know where we are if you need help in the future.

Thanks,

Andrew

[trsp62]

I have a version 1 SS box. it is connected, registered and working fine for my number and my wife's. I would now like to add my daughter's v/phone mobile, but when I go to the My Account>Sure Signal page there is no "manage users" or "add users" tab or button - what am I missing?

TimP

[Retired-Kay]

Hi trsp62, 

How strange, there should be a clear option to 'Add User'. 

We can add a number for you but we'll need some account details first. 

Take a look here for how to get in touch.

Thanks, 

Kay