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-Trev]

Hi woodav.

I'll get the email resent for you, but are you saying you have a handset that cannot use 3G? If this is the case the Sure Signal will never work for you as it only emits a 3G signal.

Trev

[jgbreezer]

I tried adding some extra users - we have 2 at the moment including myself (the admin of our suresignal), and both last night and today it came back with an error page when I tried to add 2 numbers at once:

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

and the text below:
"Sorry - we're unable to process your request right now. It won't take us long to fix this issue. Please try again later. "

This doesn't tell me much. and by "wont take us long" do you mean hours or days, or a week or two?

So is this an issue your end Vodafone, with adding new users? Or is something up with my account?

Our suresignal is currently working fine and has been for several months (since the last hard reset and reload in February-ish after the major system troubles over last Xmas-ish time).

PS odd that I had to revalidate my account for use on these forums as I have posted before with the same logon. 

Please contact me independently for the serial no. if you need it as I'm unsure of the risks/not quite happy with posting my serial number here for all to see; but my username on the forums is the same username at vodafone where my suresignal is linked to my account if that helps you get it without further asking (username = same, email is a different one, Im pretty sure).

[Retired-James]

Hey jgbreezer,

Many thanks for your time on the phone earlier today.

I’m pleased to see that I was able to get your issue resolved.

In regards to the eForum, we recently updated the eForum to a new server which meant that all our users had to verify their accounts again.

If you have any feedback on how I have handled your query today, please complete our short survey.

James

[mattwright_2001]

Hi There.

I am unable to add a specific Vodafone number to either one of my Sure Signal Boxes.  (I have one Sure Signal at the office and one at home.)

Please see my attachement.  This number was Transferred in yesterday, so maybe it takes a few days,?

Many Thanks

Matt

[Retired-George]

Hi Matt,

I've checked the attached number and can see that it's not currently associated with any Sure Signals. Can you let me know what error message you see when you try to add it?

Also, if you could let me know the Serial number of the Sure Signal you'd like to attach it to, then I'll be able to investigate further.

I've also removed your attachment for security reasons.

Kind Regards,

George.

[MapleCottage]

Thanks for the reply - O2 here I come !!

[james1010]

I have a new suresignal and have set it up so that in My Accounts it appears as active.  When I attempt to add a new user (the first) I get the following message

"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 first had this message last night and am still getting it 24 hours later.  On the front of the unit it has the red light on constantly, but nothing else.

[RUFFORD]

Lets face it chaps..

the suresignal is a joke and this support site is a joke too,

neither work properly

[jgbreezer]

Re: the last comment, yes it does work the majority of the time. There have been some real issues for a while occasionally for me, last Christmas most notably when Vodafone messed up many people's devices and they needed a proper hard reset (see the site!) to fix which reloaded the firmware (I presume) - they couldn't do it on their own with just usual reset/turn off-and-on-again type reboot.

Also occasional network issues talking to vodafone's servers when their capacity is left wanting by the uptake or they have issues, which has happened maybe a small handful of times since last Christmas that I've noticed. But people's own network problems seem to be a lot of the issue; if you don't use your network normally most of the day, you won't notice the odd reset and traffic issues that your ISP or BT (and BT screw up ADSL stuff more often than a lot of the decent ISPs are at fault) cause. Having suresignal tends to throw up these issues as you notice the connection drop more easily, and it does take a while for the SS box to sort itself out again after an issue (even if a short one), so you notice it even more.

I know my router/firewall setup weren't right for a while when I made another change/when I first got it, and it was really hard to diagnose as the suresignal is basically a black box with no interface to check up on how far it's getting, network-wise. If it was a more computery box with an ssh connection or web interface that logged errors or could tell you in more detail what the issue was it would make it soooooooooooooo much easier (for me, anyway..). Really, soooooooooooooooooooooooooooo much easier it would be. Anyway. Don't blame Vodafone and SS for everything, but yes the SS could make it easier and I guess its a choice that it doesn't expose more info to you (whether for security decisions, or resources - either of the SS box or of the developers making it; and more resources might push the price up).

[john0201]

Hi, I bought a sure signal from ebay but I cant register it as it says it is already registered, please can this be reset in anyway.

serial number - 21197188093

Thanks