yet another "Can't add users"

[amesbub]

Sure signal unit registered and successfully added a user, woohoo. Now I'm unable to add any additional users, as either get VAPGatewayController error, so message that reads "only able to add Vodafone mobile phone number..." which of course it is. Serial number is 40132616976. Have been through the online help. Have deleted cookies and temp internet files yet still no joy. Can you help??

[Retired-Matt_Vo]

Hi

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

Matt
Moderator

[Gemma]

Hi amesbub,

Please test this using a different browser.

If you’re still facing the same issue, please get in touch here.

Thanks,

Gemma

[amesbub]

thanks Gemma

I get the same error on three different browsers. I've used the attached link as directed. Much appreciated

[amesbub]

:smileysad:Hi Gemma

Just got this reply in my inbox.

We don’t use this email address anymore, so our advisers won’t get your message. Don’t worry, you can chat to an adviser online instead – they’re available 24 hours a day, 7 days a week.

Not much use to me..:smileysad:

[DaveCD]

Hi amesbub

This message is received if the subject line isn't the same as the one advised in the link.

Don't worry though. I've found your emails and transferred them to our inbox with the correct subject, we'll be in touch shortly.

DaveCD

[amesbub]

Thanks DaveCD. Much appreciated :smileyhappy:

[Robert1988]

Hi, I'm getting the same issue when trying to add new users to my sure signal boxes. Any idea what's going on?

[Sukhi]

Hi Robert1988

Please clear your cache, cookies and then try logging into your online account to add new users. If that does not work, get in touch here.

Thanks

Sukhi

[mrchris76]

Hi,

Another user having problems adding a new user to my VSS. Its all working perfectly with the original registered vodafone number but I am trying to add in my wifes new Vodafone PAYG number and getting the "Sorry we are not able to process your request because of following errors in your form." error message. I have been trying over the past couple of days from 2 different computers using Firefox, IE, Chrome and Safari on Mac, no joy.

Could someone please look in to this? I have included the requested diagnostic information below.

=============

speed test
6.62Mbps down
0.37Mbps up

Pingtest
28ms ping
2ms jitter

IP address
81.153.230.66

VSS serial: 40131558385

Traceroute to 212.183.133.177


C:\Users\Chris>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

  1     2 ms     2 ms     4 ms  BTHomeHub.home [192.168.1.254]
  2    29 ms    15 ms    29 ms  217.47.249.250
  3    14 ms    12 ms    13 ms  217.47.249.193
  4    24 ms    15 ms    15 ms  213.1.69.14
  5    14 ms    28 ms    14 ms  31.55.164.102
  6    15 ms    14 ms    17 ms  213.120.182.65
  7    14 ms    24 ms    14 ms  31.55.164.107
  8    14 ms    14 ms    15 ms  109.159.248.83
  9    20 ms    19 ms    24 ms  core2-te0-13-0-17.ilford.ukcore.bt.net [109.159.
248.46]
 10    37 ms    34 ms    21 ms  109.159.252.65
 11    21 ms    25 ms    21 ms  t2c3-xe-0-1-1-0.uk-lon1.eu.bt.net [166.49.211.16
4]
 12    21 ms    20 ms    21 ms  166-49-211-254.eu.bt.net [166.49.211.254]
 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     *        *     ^C

==========

Thanks!

Chris