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

[Retired-Andy]

Hi mcav67,

Try a factory reset of your Sure Signal to see if this helps.

To do this:-

For versions 1 and 2:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

For version 3:-

• Find the button on the base of the unit 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 one hour

Let me know how you go on.

Cheers,

Andy

[mcav67]

Thanks Kay, Andy,

The solution was easier than I could have hoped. With no changes it started to work some 4 hours later. All good now.

Mike

[vmessy]

Hi,

I purchased a second hand sure signal however i get the following when trying to register:

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

Sorry, The serial number you are trying to register is already registered. Please recheck your serial number and try again.

Please help. Tried to reset the unit but the same thing keeps happening.

Thanks

[Ben_H]

Hi vmessy,

It sounds like the Sure Signal is already registered to another user. You'll need to get the last owner to deregister it. They can do this by following this video guide.

Cheers, Ben

[simonlala]

Hello,

I was harping on about how great the Vodafone SureSignal box was to a friend and he wanted one.

I bought one from a Car Boot Sale and sent it to him.

It is already pre-registered, so how can he clear all data and set it up for himself?

Many thanks in advance for your help.

[Retired-Matt_B]

Hi simonlala,

You'd need to get the original owner to contact us. I'm afraid we can't deregister it without their permission.

I appreciate this may well be difficult, given where the Sure Signal was purchased. However, we cannot action anything without the original owners direct instruction.

Thanks,

Matt B

[richardski]

My Vodafone control pannel just shows:

pending_owner

and does not allow any link to the VSS.

Are you able to asist?

Richard

[Retired-Matt_B]

Hi richardski,

We can certainly have a look into this for you.

Email us following the instructions here for how to get in touch.

Thanks,

Matt B

[danpipe]

Hi,

I have a sure signal which I registered a long time ago, about to move into an office with no vodafone signal. I can't unregister it as have no idea of my account, vodafone support (191) offered to send me a new sim so I can register on that and have my phone as a friend, seems like a rather unsatisfactory way. Last time this happened vodafone decided to replace my sure signal for some reason! The error message I get is that the device is already registered.

Thanks

Dan

[Retired-Andy]

Hi danpipe,

We can look into this for you.

Get in touch with us here.

Hi Richard,

We’ve got your email and will be in touch soon.

Thanks,

Andy