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

[noodles]

Hi,

I registered several users last night in a number of steps to my sure signal. however when adding two users the webpage crashed and returned a load of html error codes. When i tried to re-load the form and re-add the two users I got the error message that the users were already added so I couldnt add them!! They are not showing in my user list and the mobiles didnt get a text notification that they were added.

Seems that they have been partially added to the database somewhere but not completed and are now stuck where i cannot see them or add them to my user list. Can you help? Serial number 40122951771

[Gemma]

Hi noodles,

We can take a look into this, please click here to send us your details.

Thanks,

Gemma

[bexblonde]

Hi, I am also having the issue that others have mentioned when I try to register my sure signal (Sorry, we're having a technical problem at the moment. Please try again in a few minutes..).  It was bought from a used electronics equipment seller.  I am getting a little frustrated as I have no signal at all in my house unless I hold my phone out of an upstairs window, and I have missed important business calls (I work from home) so any help would be greatly appreciated.  The serial is 21196804245

[bexblonde]

Anyone able to help?  I've had no response to my query, 2 evenings in a row I have been on hold to Vodafone for a significant amount of time only to get a recorded message that there is an 'emergency' and they can't take the call.  Are there no Vodafone staff viewing forum posts?

[Retired-Ian_]

Hi bexblonde,

My apologies for the delay in a response.

You'll need to go back to the retailer as the original owner of the Sure Signal will have to de-register it.

This will then allow you to register.

Thanks,

Ian

[bexblonde]

Unfortunately the retailer has no idea who the original owner is, I'm sure there must be a way of sorting it as it seems very complicated to set up.  It's a shame as 3 Network are offering free signal boosters in our village due to the poor signal, but no-one at Vodafone seems bothered 😕  

[Pol1]

Only have Mobile Wifi and use with Chromebook .

My problem is that I have purchased a HP Office Jet 4620 that is allegdly WiFi and eprint compatible, however I have been unable to get the printer to register with Wifi device and cannot get the required eprint address required for Cloud printing.

Can anyone help a very frustrated and tired user?

Thanks

[Retired-Ian_]

Hi Pol1,

Is there a help section for your HP printer?

Are you getting any sort of error message when trying to connect it? 

Thanks

Ian

[mcav67]

I have added a new phone via My Sure Signal on My Account (the number I put in has had 44 added to the front). The new phone received an automatic SMS to say it had been added to my Sure Signal, but it is not getting the signal. Do I need to do anything else? How do I resolve?

My original phone is getting a full strength 3G signal.

[Retired-Kay]

Hi mcav67,

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

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,

Kay