Unable to register my Sure signal

[Farnborough]

Hi

I brought a sure signal V3 online and today I tried to register it, but I keep getting the following message:

Sorry, there seems to be a problem.

We're working hard to fix the issue, so please try again later.: 500, 1013 - [1l2]

All I get is one flashing red light, an orange in service light and an orange in use light. The router conection on the on the sure signal  has a solid green light and a flashing orange light.

Can anyone help as my home vodaphone signal is poor, thus the rerason for purchasing one online.

Much appreciated for any help or advise

[BandOfBrothers]

Hi @Farnborough

May I ask if the Sure Signal you purchased is a new one or a used one. I ask because used ones have to be de registered by the original owner before a person can register as a new owner. 

Some help in How-do-I-register-and-set-up-my-Sure-Signal.

If you are still stuck then perhaps Customer service on 191 or from a Computer use Live Chat as they maybe able to help. 

Live Chat link is in my signature below. 

I wish you all the best with this. 

[DaveCD]

@Farnborough

We're aware some customers were having difficulties registering their new devices. This has now been resolved and more information can be found on our statement.

If you're still experiencing issues, 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 

• Your ping test results

• Your external IP address

• The Sure Signal Serial number

• The lights you're seeing on the Sure Signal

• The results of a traceroute

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.

[SadieB]

Hi, 

I am unable to register my sure signal device.  It is second hand but has definitely been de-registered and the seller was told that it was ready for a new person to register, as I checked this first and he has doubled checked.

Lights are showing - power light fliashing and first light is orange.

Speed test:Ping 31ms, download: 7.17mbps, upload: 0.25mbps

ping test: ping 30 ms, jitter 2ms

IP: 81.153.110.186

Serial number: 40124134640

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Sadie>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 2 ms 2 ms 3 ms BThomehub.home [192.168.1.254]
2 15 ms 15 ms 17 ms 213.1.175.122
3 52 ms 14 ms 15 ms 213.1.175.161
4 22 ms 23 ms 22 ms 213.1.69.42
5 24 ms 22 ms 23 ms 213.120.180.175
6 22 ms 22 ms 22 ms 217.41.169.109
7 23 ms 50 ms 22 ms acc2-xe-10-2-0.sf.21cn-ipp.bt.net [109.159.251.1
97]
8 34 ms 31 ms 34 ms core2-te0-4-0-2.ealing.ukcore.bt.net [109.159.25
1.131]
9 31 ms 29 ms 30 ms peer6-te0-0-0-9.telehouse.ukcore.bt.net [194.72.
31.155]
10 29 ms 29 ms 29 ms t2c3-et-3-3-0-0.uk-lon1.eu.bt.net [166.49.211.23
8]
11 33 ms 33 ms 39 ms 166-49-211-254.eu.bt.net [166.49.211.254]
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

C:\Users\Sadie>

Thanks

[Rahim]

@SadieB If you're still getting the error message restricting you from registering your Sure Signal, please speak to our team via Live Chat and we'll help. 

[Farnborough]

Hi SadieB

Like mine, the seller told ne that it had already been deactivated.

I used the customer service onscreen chat facility who resolved my issue. For me it was down to the unit licence having expired so it could not be registered due to the serial number starting with 40xxxxxx

As such I had to return the unit to the seller and get a refund.

Here is a passage of the conversation transcript: I have checked the status of the Sure signal 40xxxxxx  and it has reached its license expiry already and this one cannot be registered and activated im afraid.This device must be returned because it is not in a condition to be activated.

Only if you are able to get a second hand sure signal with the serial that starts from 43xxxxxxxx should you purchase it, if it has a serial begining with anything else like 42xxxxx 40xxxxxx 20xxxxx 23xxxxx
Do not purchase them.

So its well worth getting the online chat operater to check it out as they will pass you throught to the department that can check the unit out for you.

Hope this helps

Farnborough

[Gunslinger1976]

Hi, I successfully registered my new SS v3 to my wife's account but she transferred ownership to me and since then the box just shows a flashing red light and s solid orange mobile.

I've checked my account and it is associated with my account.

Serial #: 42163560891

The traceroute works up to 12 when it then times out.

[Retired-EricChe]

@Gunslinger1976

The light sequence you've provided means the Sure Signal has failed to connect to our network.

I've performed a re-sync on your Sure Signal today.

Please leave the Sure Signal for 6 hours, and then complete the process by doing a factory reset:

1. Connect device to internet and power supply
2. Press and hold down reset button – located near the internet port
3. Wait for 20 seconds
4. Release the reset button
5. All the LEDs will temporarily switch off for about 10 seconds. The power LED will then light up and remain constant whilst white internet LED flashes continuously.

If you're still having problems after doing this, please try connecting your Sure Signal in another location, such as a friend or family member's house. You’ll need to leave it connected for at least 24 hours.