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

[witchcraft]

Hi jonforduk,

I'm not quite sure what's happened to the original email so I've sent you another one. If it doesn't arrive then please check your junk mail folder. If it's not there then let me know.

George
eForum Team

I'm having the exact same problem and am unable to add numbers to my Sure Signal - I just do not get an option on the webpage (see attached) - any help gratefully appreciated!

Mark

[dejongj]

I am wondering whether the OP is correct. I am a business customer, yet all I had to do was register for a my account, log in, then go to sure signal and type in the serial number. All was up and running within 10 minutes.

[jonforduk]

Hi jonforduk,

I'm not quite sure what's happened to the original email so I've sent you another one. If it doesn't arrive then please check your junk mail folder. If it's not there then let me know.

George
eForum Team

Thanks - I got the email. In the end , I phoned the helpdesk while I had a bit of spare time. It was all fixed within 10 minutes or so.

Thanks for all the help.

[alastairhouss]

Hello all

I'm having the same problem as some others have reported in relation to adding additional numbers; my own phone has been registered for some time and it works perfectly well.

But all is not well when trying to add a new number. When logged in, I go to 'manage SureSignal' in the 'My Devices' box. I'm then presented with two options, namely 'Register another SureSignal' (with a 'Register' box to click) and a 'More about SureSignal' (with a 'Find out more' box to click).

Below the 'Register' panel there is a box that is headed by the name I gave to my SureSignal and contains:

Registered
My name, which is shown
My Location, with my postcode shown
Your role; which is shown as 'user'
My Options; and the only option shown is 'Remove Me'.

I obviously don't want to register another SureSignal, nor of course do I want to remove myself. There appears to be no way to add another number. I'm using Firefox 3.6.10 on Windows XP, but the same thing happened with Internet Explorer.

What's the solution?

[jpmcnally]

Hello

I am unable to register my wife on my sure signal box.

She is also a Vodafone customer also on a corporate account.

My sure signal box is working and when i try to log her as another user through mange users dashboard i get the following error after confirming her name and number

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 $Proxy67.getMarkup(Unknown Source)
	at com.bea.wsrp.consumer.markup.GetMarkupService.invoke(GetMarkupService.java:49)
	at com.bea.wsrp.consumer.markup.GetMarkupService.invoke(GetMarkupService.java:37)
	at com.bea.wsrp.consumer.markup.AbstractMarkupService.invoke(AbstractMarkupService.java:156)
	at com.bea.wsrp.consumer.markup.AbstractMarkupService.invoke(AbstractMarkupService.java:135)
	at com.bea.wsrp.consumer.markup.MarkupServicesFacade.invoke(MarkupServicesFacade.java:42)
	at com.bea.wsrp.consumer.controls.ProxyPortletContent.invokeGetMarkup(ProxyPortletContent.java:665)
	at com.bea.wsrp.consumer.controls.ProxyPortletContent.beginRender(ProxyPortletContent.java:318)
	at com.bea.netuix.nf.ControlLifecycle$7.visit(ControlLifecycle.java:486)
	at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:530)
	at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541)
	at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541)
	at com.bea.netuix.nf.ControlTreeWalker.walk(ControlTreeWalker.java:249)
	at com.bea.netuix.nf.Lifecycle.processLifecycles(Lifecycle.java:361)
	at com.bea.netuix.nf.Lifecycle.processLifecycles(Lifecycle.java:339)
	at com.bea.netuix.nf.Lifecycle.processLifecycles(Lifecycle.java:330)
	at com.bea.netuix.nf.Lifecycle.run(Lifecycle.java:304)
	at com.bea.netuix.nf.UIControl.render(UIControl.java:597)
	at com.bea.netuix.servlets.controls.PresentationContext.render(PresentationContext.java:434)
	at com.bea.netuix.servlets.util.RenderToolkit.renderChild(RenderToolkit.java:147)
	at com.bea.netuix.servlets.jsp.taglib.RenderChild.doStartTag(RenderChild.java:62)
	at jsp_servlet._framework._skeletons._vodafonedefault.__flowlayout._jspService(__flowlayout.java:128)

[Alchad]

I'm having an identical problem to the previous poster - Suresignal working fine but when i just went to manage my suresignal to add a new Vodafone number, I get the same error message.

Alchad

[Retired-James]

Hey Guys,

If you are having error messages when trying to add or amend the current users on the device please use the teplate below to send us your details and we will look into htis for you.

Please copy the template below, and paste it into our Contact Us form
Please use the subject line "EFT135 Sure Signal Pending Active" and fill out all questions as completely as possible.

– Your mobile number or account number:
– Your alternative contact number:
– Full Name:
– The second and fourth digit of your security code:
– Address including post code:
– Date of Birth:

- Mobile Number(s) Affected
- Sure Signal Serial Number
- Status of Lights on Sure Signal (Please specify if light is solid of flashing in Description)

 
James
eForum Team

[johnny1969]

sent email regarding same issues awaiting reply thx

[Michael_WP7]

Hello

I need to know the route to escalte issues to senior management.

My wife number was ported to Vodafone on the 16 December 2010

On the 17 December I called tech support as I could not add her number to our Sure Signal account. I was told it might take 5 days for her ported number to find its way around the VF system.

I called on the 31 December 2010 and was told it would be escalated and the number would be added in 72 hours.

Call tech support last Wednesday (5 Jan) and was told yet again it was being looked into and I would get a call by the end of the week.  I didn't!

We moved our phones to Vodafone because of of Sure Signal and it is simply not working for us. 

I am very angry at this poor service.

[Anonymous]

and just to round the day off nicely - the Voda web-site seems to be having dire problems if you're using Safari or FireFox (not tried with IE yet but that would mean having to turn on something with Microsloth on it ... yeurghhhh). The login box appears but rest of screen is corrupted/text only down left hand side. All this hassle just to try and get these units registering. I can't even access my online account now, let alone try and de-register/re-register the unit (which failed earlier anyway, saying the unit is not properly registered and to call customer services [useless] - so I ended up phoning the direct number for 1st line technical instead. Come on Voda - otherwise I'm taking my personal accounts (not to mention corporate) away from you! I bought one of these S/S units as my local cell mast up here in the Peak District crashes every couple of weeks (and I get a £20 credit from VF each time it does!) but it cripples me and several colleagues on the local Mountain Rescue Team. Mr Grumpy of Hayfield.