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 folks,

@juli_carey - We'll still de-register a Sure Signal even if they're no longer a customer. You can ask them to use the instructions I've sent to you here if they'd like my team to help.

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

@MiracleMaud - If they've had a new SIM, they'll need to remove the number subscription from the Sure Signal account manager and re-add it after 5-10 minutes.

This will refresh things this end to match their number up with the new SIM.

Cheers,

Ben

[MiracleMaud]

Thanks Ben.

When you say ".... they'll need to.....", I'm assuming you mean we (at home) need to delete him as a user in the SureSignal interface, then re-add him after a short while?

I know I'm being a pedant, but it seems so much is like treading through treacle to gain clear answers.

Thanks again.  (You can tell I'm frustrated by all this.)

[juli_carey]

Hi Ben,

I don't know how long he hasn't been with you and when I click on your link 'here' to get instructions it just takes me to a personal message page ???

If he's not prepared to mess about any more is there anything I can do?

Juli

[DarrellShand]

Hi all,

I have recently ported my number from EE to Voda and wish to add the number to my 4 suresignal boxes.

For some reason it wont allow me to do so. I can however add any other voda number to the same boxes.

I also cant register a suresignal box on the same account (tried it this way as the owner number is automatically added to the suresignal box)

I suspect its a problem following the numebr being ported but cant seem toget much joy from voda CS.

Please assist

[DarrellShand]

Hi all,

I have recently ported my number from EE to Voda and wish to add the number to my 4 suresignal boxes.

For some reason it wont allow me to do so. I can however add any other voda number to the same boxes.

I also cant register a suresignal box on the same account (tried it this way as the owner number is automatically added to the suresignal box)

I suspect its a problem following the numebr being ported but cant seem toget much joy from voda CS.

Please assist

[MiracleMaud]

Thank you Sukhi.

As part of an on-going, unrelated, nightmare with Vodafone, he has recently had his sim replaced anyway, so is now on his third, at least.

What other options are there?  Can it be reset or his credentials be reset perhaps?

[jtb_fr]

@Laura, thanks for your reply.  All now working thanks.  To anyone with similar symptoms to mine: patience is the key to this - after Laura had reset my registration, I did a reset and it actually took about 48 hours of both white lights flashing on the unit before it sorted itself out.

Thanks again for the help.

[MiracleMaud]

Good morning.

I have two Sure Signal boxes at home (one on the ground floor, and one upstairs), which works extremely well for me.  I have a consistent full signal.  My partner, however, has a very different experience.  His phone connects erratically, at best.  I have tried removing and re-adding him to the user lists, which doesn't help much.  He'll ocassionally get a signal, but not the full 5 blobs I get.

We have BT Infinity with a 80/20 upload/download speed which we consistently achieve, so speed is unlikely to be an issue.

Could you please assist?  

Many thanks.

[juli_carey]

I really can't find the right place to ask this question but i was given a secondhand sure signal 2 but can't register it. the person who gave it to me tried to ...

Can anyone Help please?

[djrichardson]

Sure Signal Serial number: 42143925487 unable to add some users. These used to be on Orange and ported over to Vodafone over a year ago.

These numbers are on a publilc sector account just like the others that I have already added!!

The error I get when adding them is below and before you mention trying this on another browser and clearing cache and trying another PC etc I have done this.

Error invoking portlet "VAPGatewayController"

The source of this error is:

com.bea.wsrp.faults.v1.OperationFailedExceptionImpl: Internal Server Error: null; nested exception is: 
	javax.servlet.ServletException.; nested exception is: 
	com.bea.wsrp.faults.v1.OperationFailedExceptionImpl: null; nested exception is: 
	javax.servlet.ServletException
	at com.bea.wsrp.FaultInstanceFactory.<clinit>(FaultInstanceFactory.java:44)
	at com.bea.wsrp.proxy.ProxyBase.raiseFault(ProxyBase.java:563)
	at com.bea.wsrp.proxy.ProxyBase.invoke(ProxyBase.java:464)
	at $Proxy66.getMarkup(Unknown Source)

[welsh_sponger]

Hi there, I'm unable to add a user onto my ss.

Error is

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.

I type in the number, click add, go through confirmation, then this error appears.

WIN7 / iOS 7.1

CHROMEv38 / SAFARI

I have tried numerous times over the last few weeks.

Thanks
Ben