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

[RUFFORD]

Both users are with Vodafone one on my own account as a second phone (wife)

[Retired-Lee]

Hi RUFFORD,

Thanks for the confirmation that both numbers are attached to a Vodafone SIM card.

I notice you've not supplied the Sure Signal serial number. Could you do the honours please?

Cheers,

Lee

eForum Team

[RUFFORD]

Hello there,

SERIAL: 401100714785

Hope you can help

[Retired-Trev]

Thanks for that.

You seem to have added an extra digit to your VSS number, but I have managed to take work out which that is. :smileywink:

I am going to need some further account details from you to assist in this matter, so I've sent you an email to accommodate this. If you can complete and return this, I'll be in touch to assist in this matter.

Regards

Trev

[anjibreen]

I have been trying all evening to add new user to my Sure Signal but keep getting following message:

Sorry we are having a technical problem at the moment. Please try again in a few minutes. If you keep seeing this messageplease contact us through help centre

The number I am trying to add has been ported today from O2

---

[Davehig]

Right my problem is that on your website its say's that you can register Vodafone usb dongles,now i checked when dongle was in use and i have the phone number, now when i try and add this number to Sure Signal all i keep getting is :-

"Sorry, You can only add users who have a Vodafone mobile number. This will start with 07, and have 11 digits"

Now the Donlge is the new K3770 pay as you go

Hi Trev you asked " I can understand what you are trying to do here, but I can’t understand why you wish to do this????

The VSS (Vodafone Sure Signal) would need to be connected to a High Speed broadband connection to work, so I’m unsure why you’d want to connect a Mobile Broadband dongle if you already have a fixed high speed connection available? "

Thats an easy answer why am i trying to do that, Some times i am away from home so i take the laptop and connect it with the dongle, and as you know if you leave a dongle to long it get's de-acivated which then means you have to buy a new sim card or dongle. SO i thought because it say's that the dongle can also be connected to the VSS i could use it at home every now and again to keep it active, but the signal strengh is not that good on its own

You also asked "This aside it should attach and work. It’s possible the SIM is dormant, but I’d need to look at the specific number on the network to see this, so I have sent you an email to allow me to get some further information from you. If you can kindly complete and return this, I will be happy to assist further in this matter."

I have tried using 2 dongles now, 1 been the newer K3770 and the older K3565 with a new sim card in it, Now the newer K3770 still as £15 on it and the K3565 as run out so i know they are both active and not dormant

Yes i did get an e-mail from you, And i have sent everything you asked for like router make and model No, the VSS serial number, What lights are on, can i still connect to the internet through my own router and i even gave you the sim numbers to both the dongles i am now trying to use.

And your reply is :-The two dongles you are trying to connect are on a special SMART APN (Access Point Name). It looks like the Sure Signal dashboard does not recognise this APN, and hence will not allow registration of the numbers.

I have forwarded these details through to our Sure Signal support team, and requested a resolution to this issue. As soon as I receive a reply back, I will be back in touch to advise.

Right i am no technical sort of guy, but from the way i understand things with the dongles the only difference for PAYG and CONTRACT is the Sim Card, so does this mean because of this special SMART APN (Access Point Name) that none of the dongles will ever connect to the VSS. Is there not some sort of update that can be used to sort this problem out, because if there is nothing that can be done, then why advertise it on the website that the Mobile internet dongles can also be connected to the VSS.

But i can honestly say that the 2 phones that are connected to the VSS have now got a much better signal, they are both on full.

Hope somebody can help me get this working soon

Dave hig

[brianharr]

hi i have asure signal registered under my old phone no. which is no longer in use .i cannot unregister sure signal and add to my work mob account as it says it is already registered

please help

 serial no is 21224352357

[AndreasEvans]

You say "You must visit Sure Signal for Business and fill out our registration form there" but I don't see the registration form...what am I doing wrong?

Many thanks,

Andreas.

[Retired-Dave]

Hi guys,

brianharr - I've replied to your earlier post this morning, so try re-registering now and get back to us on that thread if you still have issues.

AndreasEvans - you just need to click the next option down on the left: Already got Sure Signal? The form then appears as the first link on the page.

anjibreen - Are you having any other issues with features on My Account? This will help us to see if the issue is with the online interface or the registration itself.

Dave

[Davehig]

I had an e-mail on wednesday bout the trouble connecting the vodafone dongles to Sure signal :-

"I'm sorry this has taken a little while, but I can now confirm that the SMART APN range of PAYG dongles has now been added to the VSS system. This means you can now register the two mobile broadband dongles if you wish.



If you are still encountering issues, please let me know and I'll look into it immediately for you.



Regards



Trev

eForum Team"

And now i've had chance to try the dongles, and to my surprise i managed to register both dongles (K3770 & K3565) and they both work great.

SO i would like to say thank you to Trev and everybody else for there time and effort.

Now i am a happy long time Vodafone customer again.

THANK YOU

Davehig