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

[Jenny]

Hi ZeroT,

I’m afraid that we’re unable to remove the suspension.

Thanks,

Jenny 

[Paffman]

Hi all,

I have added a new Vodafone number to my Sure Signal, everything has gone well, but I don't seem to be getting the SMS activation code that I have read about. Is this system still in place? And how long will it take for the number to be 'seen' by the Sure Signal when registered?

Regards,

Steve

[garethj]

I've added a new user to my Sure Signal (Serial no: 40111004335) and although they received the welcome SMS, the phone doesn't seem to connect to the Sure Signal. I recently registered the Sure Signal to a new online account (as I was having problems with the previous one) so that might be the issue. Also, the phone number of the new user is a registered number on the online account (but not the Sure Signal owner number, there are two numbers on the account) so not sure if that has an impact. Thanks in advance!

[rebeccafish]

I have a sure signal box which is registered to my vodafone account. In the beginning it worked fine, both me and my husband were registered on it and had full 3g reception. 

Around October last year it stopped working for me completely. My husband's phone still gets full 3g and works with the sure signal box.

I tried rebooting everything, but still nothing with my phone.

When I logged on to my account and looked at my accound, my husband's phone is registered but mine is not listed, and cannot be added (this phone is already registered).

I called vodafone on 151 and after a long conversation explaining that I'd tried all the above they onfomed me that the technical team were aware of the problem but couldn't fix it and I shouldn't expect a fix for a few weeks.

After a month or so still no change so I called back. I have now called  3 times in the past week and once a few weeks ago and every time I am told they are upgrading the system or experiencing technical problems and I should call back 'in a few hours'. Today I asked to be referred to a manager, and was told that I would be called back within 48 hours. Still I have no reception in my house.

Can anyonehelp with getting my sure signal workingwith my phone. At some point someone mentioned re-registering my sure signal box with my account was what needed to happen, but that the aftorementioned technical problems meant they were unable to do this 'at this time'.

Both me and my husband have iphone 4 handsets. The sure signal serial number is 21228576803. Our broadband is with virgin media.

Very frustrated. Thinking of leaving vodafone for a provider that can give coverage in my house. Please help.

[Louise70]

Please help.  I have recently upgraded my router. I can no longer get my sure signal to work.  I've down all the standard re-set procedures.  My serial number is 40123625994

[Phil]

Hi Paffman,

I've seen that the community have responded to you in the other thread. 

Louise70,

The Sure Signal did connect with our network a couple of hours after you posted.  Can you confirm that it's back up and running now please?

If not please supply us with:

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

Phil

[Paffman]

Hi Phil,

I was going to delete and re-register my number, but before I did that I read on this forum about changing the Sure Signal postcode, then changing it back again. This worked a treat, don't know why but it did.

Many thanks for your help.

Regards,

Steve

[fastrite]

Im trying to get my SS 1 registered to my account.

It has been previously registered to me at my current address with a different number (as vodaphone "kindly" disconnected me while I was working abroad and hadnt used the number for a while). 

VF have supplied me with a replacement number/sim and I would like to set up my SS and as im changing my isp ( It wouldnt work with the previous one)

When I try to (re-) register it I get the,

"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"

Needless to say many minutes have passed and ive re tried numerous time without joy.

My SS's serial is 21197006154.

Can you help please?

[Retired-James]

Hi fastrite,

I’ve taken a look at the Sure Signal for you and can see that it has been suspended because it’s not been used for over 12 months.

Unfortunately the only thing that you can do in this instance is buy a new Sure Signal.

James

[jazz81]

Hi, hopefully you can help me. I have a VSS-2 (Serial: 40112525197) which is working great but I no longer have access to the online owner account it is linked to. I have a new online VF account with a new number. Can you assist in deregistering my VSS from my old account so I can link it to my new account as I need to change some numbers associated with it. 

Thanks in advance,

Jon.