Vodafone Sure Signal

[Lee]

Hello pseudonym8,

Thanks for your post.

I've sent you a PM which can be accessed here. If you could follow the instructions in the PM and send us your details one of the team will be with you as soon as they can.

Cheers,

Lee

[goto]

I cannot dial out.  I've got a new SIM and phone.  Re-booted my BT Home Hub, SureSignal and phones several times but still cannot dial out except for 1471.  I came across this on the eForum which sounds like my problem:

 http://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Sure-Signal-quot-Call-Failed-quot-error-when-mak...

Still unable to make outbound calls? There may be a compatibility issue with your Sure Signal and your Location information (also known as a SAC/LAC compatibility issue). A SAC (Service Area Code) corresponds to a serving cell on a mast and is used to determine the rough location of where a call is made, it's needed in order for the emergency services to know where a call has been made from. As a Sure Signal could be used anywhere in the country, it doesn't automatically come with a SAC included. The SAC is generated based on the postcode you enter when you register your Sure Signal initially, it's created based on the nearest cell to your location. In order for calls to be made, they must go over an MSC (Mobile Switching Centre). If the MSC doesn't have the SAC for your area included on its database then the call will fail. The reason for these issues is that some SACs are missing from the Sure Signal's MSC database. Recently an audit was carried out to ensure that the MSCs used for Sure Signal calls did contain all of the required SACs. For anyone who is still affected please post in this thread and we'll let you know how to contact us directly. George eForum Team

How do I contact you directly about this?

[Dave]

Hi goto,

In order that we can take a look at this, can you post your Sure Signal serial number? We can use this to look into a number of things including this.

Can you also confirm when you got the new equipment and whether the Sure Signal was working prior to the switch for me? We have also been experiencing issues with new registrations which may have affected you when the equipment changed.

Dave

[goto]

Hello Dave,

My SureSignal serial number is: 21229648874

I got the SureSignal in late 2010, I think.  It replaced an earlier one that stopped working.

Not sure what you mean by "the switch" but the SureSignal has been working fine from 2010 until a few weeks ago when it stopped letting me dial out (apart from 1471).  It worked with my old phone and SIM and then stopped working. I got a new phone and new SIM hoping, and on Vodafone advice, that that may cure the problem.  It doesn't work with my new phone and new SIM either.  I can receive calls with the SureSignal and my wife can receive and make calls with it.  I can receive and make calls when I'm connected to a normal transmitter mast.  SureSignal's lights 1,2 & 4 are on solid.  I've re-booted it, the BT Home Hub 2 and my phones several times.  I'm told that the new SIM's number has been registered with the SureSignal database.

Thanks for looking in to this.

[Lee]

Hi there goto,

Thanks for your post. It looks like we will need to change your Service Area Code (SAC) to get this working again.

I've sent you a PM which can be accessed here. If you could follow the instructions in the PM and send us your details one of the team will be with you as soon as they can.

Cheers,

Lee

[mc_snapper]

This is exactly the problem we're getting.  Support on 191 hasn't been able to fix it and is suggesting a replacement box.  How can we check if it is this SAC/LAC problem?  The support technician didn't mention this at all, just suggested a reset which we'd already done.  Please let us know what we should do.  We got the Sure Signal when we upgraded because our reception is so bad in our house.  Now with the Sure Signal it's non-existant.  Phones ring once and then the call is dropped - consistently.

[James]

Hi mc_snapper,

Thanks for your post here and welcome to the Vodafone eForum from all of the team.

When looking at the SAC/LAC issues then the main symptoms of this is getting a call failed message when making an outbound call even though you are connected to the Sure Signal.

If this is the case, please follow the instructions on the PM that I have sent to you and include your Sure Signal serial number in the communication.

Once done, one of our team will be able to pick this up for you.

You can find your PM inbox here.

James

If you have any comments regarding how I have handled your query today, please complete our short feedback survey.

[tilusnet]

Hi, 

I am having the same issue as many here. I tried the hard reset method, it did not solve the problem.

I also live in the N19 postcode area like some people here.

Can you please advise.

Thank you.

[Simon]

Hi tilusnet

Thanks for your post. I've sent a PM across to you so that we can access your account and speak to you further. Please provide the info in the communication that James has requested in his post above.

You can find your PM inbox here. If you can't access this link, please ensure that the box next to "Turn on private messages" is ticked on this page, and let us know if you need any further assistance.

Thanks

Simon

[jean_r]

I'm haveing the same problem with a newly installed Sure Signal box.  Internet and text messaging work, outgoing calls fail, incoming calls go straight to voicemail.

Jean.

[jean_r]

Now both the lights are flashing.  No signal.  Guess I'll have to return the "Sure" Signal and the phone I bought to work with it back to the shop and go back to my old phone and network.  Useless.

[markrmitchell]

Hello,

I am getting rather frustrated with this Suresignal box, while without it I have zero signal and cant hold a call in the house, once it installed it was great full signal in the house and recoeved a couple calls and had great reception and no drops. But I CANNOT make an outbound call at all, there are 2 phones here in the house both iPhones and the same issue with both.

Called vodafone and after asking me to make a number of calls with the same result (call failed) they told me that they would recertify the Suresignal box and wait an hour and it should work and yet still same problem.

I have looked around a number of forums and saw what some people faced, I have SKY as my ISP, with a PPPOA Protocol, and not sure what ports are open or not, anyways I have no idea what to do now. As I stated I can have an incoming call that works perfectly but cannot dial out at all.

Thanks

Mark

[James]

Hi Guys,

Thanks for your posts here.

@ jean_r, if you still have the Sure Signal and the handset, please can you let me know the Sure Signal serial number so that I can check the registration for you.

@ markrmitchell, thanks for your post here.

To be honest as you are only having issues making calls then it would suggest that the issue that you are experiencing is down to the Service Area Code (SAC).

So that we can get this updated for you I have sent you a quick PM, please follow the instructions on the Pm and one of the team will be able to get this all sorted for you.

You can find your PM inbox here.

James

[jean_r]

My Sure Signal serisal number is: 40120506536

I has a single system light yesterday with 4 bars on my phone (but no incoming or outgoing calls would connect).  Today back to system and phone lights both flashing.

Thanks,

Jean.

[Lee]

Hi there jean_r,

Thanks for your post.

I've checked the VSS for you and can see it connected with our servers after your last post.

I can see a location change has been detected by the system. Have you experienced any outages with your internet line in the last week or so? Have any updates been pushed to your router?

I've forced a resync of your unit in the eventuality that location change has caused the device to fall out of sync with our NTP servers. Please factory reset the device to complete the action and let me know how you get on.

• Hold the reset button till all the lights come on or flash (about 30 seconds)
• Keeping the rest button held, remove and re-insert the power lead
• Once all the lights come on or flash, release the reset button
• The VSS should come online within the hour

 Kindest regards,

Lee

[ReViN]

I am having an issue with my new sure signal box, I registered it this afternoon and I can receive calls and receive texts ok but I am suffering the same problem as everyone else and I am unable to make outgoing calls. Please can someone assist?

[ReViN]

I forgot to mention that I have completed the troubleshooting steps and they have not worked, my sure signal number is 40121413856.

[markrmitchell]

James, Lee and others...

I just want to thank you for your prompt and courteous service. My Sure Signal is now working great thanks so much for fixing these for me.

Mark

[Lee]

Hi Mark,

Fantastic news! Thanks for updating the thread.

If you'd like to leave James or myself any feedback about how we handled your query then you can do so here.

Cheers,

Lee

[ReViN]

Lee, are you able to offer me any assistance?