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-Dave]

Hi thomasm,

Sorry to hear you haven't had a response yet.

I cannot see that mailbox to check that your email is there, and I cannot contact the team in question today, but I'll arrange for someone to try and chase this tomorrow when we're back in the office.

DaveN

eForum Team

[Retired-Wayne]

Hi thomasm

Thanks for your post here.

I appreciate how frustrating this must be for you especially over the Christmas period. Due to this being Christmas week opening hours have not been as widespread as what they normally would be. So at the moment, the team are in high demand.

They will get back to you as soon as they possibly can

Thanks

Wayne

eForum Team

[andyden]

Hi

It states 'Please be aware that issues can arise if the number registered as the Owner of the Sure Signal differs from the main number registered with the My Account profile.'

This seems to be what has happened to m account and I'm unable to add my wifes new phone as a user. There is no option to add/remove under manage options.

How can I rectify this please.

Many Thanks

[Retired-George]

Hi andyden,

Firstly, a very warm welcome to the eForum Family, it's always great to see new faces on here :).

If you've registered a number other than the main number on your My Account profile as the owner of the Sure Signal then you may experience issues. What you'll need to do is to de-register the Sure Signal and then re-register it with the main number.

if you're having any issues doing this then please reply to the email I've just sent you and we'll be able to take a look for you :).

George

eForum Team

[mwevans]

Hi - my Suresignal is working OK, I managed to set it up eventually and the initial users all connect to vodafone via it. But having completed the registration form its status on the business account portal is pending active and has been for 4 days now. I have completed the contact us email form as recommended by this thread - but no response. I do wonder why it is suggested if no one is acting on it?

So now I'm trying this forum in the hope that you can stop me getting as exasperated and angry as some others on this forum by correcting the registration problem (while hopefully not causing problems for my working sure signal). 

Many thanks,

Martin

[Retired-George]

Hi mwevans,

Firstly, a very warm welcome to the eForum Family, it's always great to see new faces on here :).

I've taken a look at your Sure Signal details from the email you sent and can see that your Sure Signal is now registered correctly. Can you confirm that you're now able to add and remove users without any issues?

George

eForum Team

[mwevans]

Hi George,

Yes my SureSignal is registered as of today. Unfortunately, in fixing whatever you fixed my suresignal has now started to reset continuously. So before it was registered I had a stable 3G signal and could use it to make calls etc. from my phones. Now it will start and go to 1,2,4 + flashing 3 and stay in that state for about 5-6 mins then goes to 1,4 solid + 2,3 flashing for about 5 secs then all lights go off and it resets.

So I've moved from a position of the Sure Signal working fine but pendingActive to being registered but constantly resetting. I find it difficult to believe that the two events are not related.

Please help!

Martin 

[mwevans]

Sure Signal was still resetting early this morning but had stopped when I returned home at lunchtime. So its been running OK with lights 1,2,4 solid and 3 flashing supporting calls text etc. since then (about 10 hours I'd guess).

So if you changed something - thank you. If you didn't then please don't as its working OK at the moment. Long may it last!

I'd be fascinated to understand the platform you are running (as an IT/ telecomms specialist myself) as it strikes me as requiring a lot of loving maintenance to keep it running. IT and telecoms are traditionally have very different world views and this service drops neatly into the middle! Good luck.  

Martin

[SeanJ]

Hi Guys, hope you can help with this.

The sure signal part of my account has been lost on my vodafone account web site for a long time, but it still worked ok.  Up until now that is. After my internet was down for nearly two weeks due to Aol .  I tried to restart the sure signal but no good.  I tried a master re-set but still no good, allthough it did go through the set up light show.  Next  I tried de registering it, but this option was not on the sure signal part of my account, just a button saying remove user, which I clicked on.  Now when I go to register the sure signal, I get to the part where I add users and continue, but it says the serial number is allready in use.  I assume I have not de registered it correctly.  At this point I think I need help from you guys to reset things and get my account working again.  Hope you can help.

Sean.

[SeanJ]

Hi Guys,

Just a quick update. I now have all lights on solid except the third phone simbol light.  Still no mobile signal. Still can't complete the registration, due to serial no allready in use.

Please help.

Sean.