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

[adamross100]

Thanks for moving my post to this more appropriate thread. Any help would be appreciated as lack of signal is driving me mad!

[adamross100]

Sorry for posting again - but I really need this sorting asap, as I have now been without signal at home (on my new Voda account) all week.

I sent a PM to Andrew and Lee with further details and also confirming the box serial number/number I'm trying to add.  I don't mean to nag, but am sure you can appreciate my frustration here.

The error I get every time I try to add my ported number is - 

• Third Party System Error: The provided input XML is invalid, Please provide the right input XML and try again.

Prior to porting I successfully added the original Voda number, and the box is working with other handsets. I also spoke with CS who resynched the box.

[Retired-Andy]

Hi adamross100,

The error you’re seeing may very well be something to do with the port.

We’ll need to look into this for you to see what’s happened.

See how to get in touch with us here.

Thanks,

Andrew

[adamross100]

Thanks Andrew - form completed and sent.

[adamross100]

Have you been able to look into this yet? I have now had a week of no service at home - which I'm sure you can appreciate is not a good start to my time with Vodafone!

[ryeworth]

I am too having problems adding new users.

Have tried on different browsers and get the same erro.  When I hit  <confirm> I get this error....

---

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 $Proxy66.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)

...snip.... there is a lot more of similiar error message

---

I addition.  Does one have to add ones registered mobile number (to the accoubnt) as a user as well -  or does this happen as default.

thanks.

[Sukhi]

Hi adamross100

I can see the user has now been added. Can you confirm everything is ok now? If not can you please reply to our last email to you?

ryeworth - I'm sorry to see you're having problems adding users. Pop me a message here and we'll add these for you :).

Thanks

Sukhi

[adamross100]

Thanks

I am away for a few days but as soon as I get back I will check and confirm if working.

[Brad823]

Hi - after a huge amount of effort to get my SureSignal 3 working (new router purchased etc etc, re-registering new sim) it's now connected for my phone and working fine, but I can't register new users via the myaccount page. I've tried three times on different browsers and I just get a technical error message that tells me to try again in 10 minutes (not helpful).

I've also called your support team via 191 and they've told me the Technical team can't help until this afternoon. The adviser I spoke to then told me he had registered the new user for me, but clearly hasn't!

Please don't tell me to reboot the device because it's working fine for my phone, it's just my wife's phone that's not connected.

Please help!

[Ben_H]

Hi Brad823,

Thanks for flagging this with us. As we'll need account access to check your Sure Signal profile, I've sent instructions on how to reach my team here. 

Be sure to include your Sure Signal serial number when you drop us an email.

Cheers, Ben