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

[PaulSingleton68]

Hi Matt

The problem is I cannot De-regiser my Sure Signal - It's status is showing as Pending Acive and whenever I click to De-Register I get the following message. I get the same message if I try to do any admin tasks (Change location, add / edit users, De-Register, change name etc). It's been reset on numerous occasions but still always says Pending Active on the staus - can you De-register at your end so I can re-register it?

Thanks

Paul

[Jenny]

Hi @PaulSingleton68

Take a look here for how to get in touch and we’ll help get this sorted.

We aim to reply to emails within 48 hours. If you need a quicker response, please visit our Contact Us page.

Thanks,

Jenny

[jtb_fr]

Hello there.  I have a Sure Signal v2, serial # 40121011478.  This has been working fine for a couple of years.  I recently had to close and reopen my account (long, boring story...) and got a new sim for my phone.  

The Sure Signal is not now recognising my phone, presumably because of the new sim, so following the guidance elsewhere on the forum I deregistered and then registered the Sure Signal; it then showed a status of pendingActive and won't let me manage users.  My own phone is still not recognised.  I have tried a reset, but still the same.

Can you help me get my Sure Signal registration straightened out please?

[Retired-Laura]

Hi @jtb_fr 

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

Laura

[Pistol]

Hi, I have inherited a Vodafone Sure Signal which I have never used myself. I'd like to pass it on to somebody else - how do I make sure it isn't registered to an old account, so it can be re-registered?

Thanks

[DaveCD]

@Pistol 

If the Sure Signal has not been active for 12 months, we'll be unable to activate this.

If it's still active, the original owner will need to have deregistered the device, and this can then be reregistered following the steps here for versions one and two or for a version three here.

@juli_carey 

I'm not sure what you're trying to ask but I believe the information above may also be of help to you.

Please let us know if there's something else that you're not sure of.

DaveCD

[juli_carey]

Hi, thanks for the reply,

I have just bought this secondhand and the seller said he's no longer with Vodafone and when he called to deregister but they wouldn't do it.

Is there anything I can do?

[juli_carey]

Hi, I've had emails to tell me two people have posted replies but I can't find either of these answers. What am I doing wrong?

Thanks

[Sukhi]

Hi @juli_carey 

The account holder would need to contact us to de-register the Sure Signal. 

@jtb_fr That's great, thanks for letting us know :).

@MiracleMaud As your signal is fine I'd recommend you partner tries a new SIM card.

@djrichardson If the steps here don't work, get in touch with us here.

Thanks,

Sukhi

[juli_carey]

he says he has been in touch with 'you' but because he is no longer a Vodafone customer 'you' wouldn't help him.

there must be some other way surely?

thanks