‘Call Failed’ error when making calls

[Retired-George]

This issue has the following symptoms:

For version 1 Sure Signal (the one with four lights on the front):

• Lights one, two and four are all solid
• Incoming calls, texts and internet all work correctly
• When making a call on a registered phone, the error ‘Call Failed’ or similar is displayed

For version 2 Sure Signal (the one with 3 lights on the front):

• The power and system lights are both solid
• Incoming calls, texts and internet all work correctly
• When making a call on a registered phone, the error ‘Call Failed’ or similar is displayed 

For version 3 Sure Signal (the plug in version):

• The power, internet and service lights are all solid and the in use light is either solid or flashing
• Incoming calls, texts and internet all work correctly
• When making a call on a registered phone, the error ‘Call Failed’ or similar is displayed

Troubleshooting steps:

Check for planned maintenance:
Planned maintenance can cause periods of downtime, so check the forum for any planned maintenance. If there is, this will be announced at the top of the Sure Signal forum.

Reset your Sure Signal:

For versions 1 and 2:

1. Hold in the reset button until all lights go solid
2. Pull the power lead out with the reset button still pushed in
3. Continue to hold down the reset button and reconnect the power lead
4. Wait for all lights to come on and then release the reset button

For version 3:

1. Locate the button on the base of the box next to the Ethernet ports.
2. Press and hold the button for approximately 30 seconds.
3. Once the lights come back on, release the button.

The Sure Signal will be back online in around 1 hour.

If you’re still unable to make calls, there may be a compatibility issue with your Sure Signal and your location information (also known as SAC/LAC compatibility).

A SAC (Service Area Code) connects to a mast and is used to determine the rough location of where a call’s made. It's needed for the emergency services to know where a call was made from.

As a Sure Signal can be used anywhere in the country, it doesn't automatically come with a SAC. The SAC is generated based on the postcode you enter when registering your Sure Signal and 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 hold the SAC for your area on its database, the call will fail.

The MSCs should now hold all SACs for Sure Signal calls. For anyone who is still affected please post in this thread and we can look into it further.

Thanks,

Jenny

[Retired-Andy]

Hi rjbradbury,

Thanks for the information. I’ve checked your IP address and it’s on our whitelist, so there’s no issue there.

Your ping test results look fine as do your speedtest results and traceroute.

I’ve checked your serial number today and it was showing a Location Move had been detected.

This can be caused by an IP change from your Internet Service Provider (ISP) or a firmware update they’ve pushed out to your router.

I’ve changed your postcode to a different one and then back again which has now removed that message.

To make sure your Sure Signal is as up to date as possible, I’ve just performed a resync for you. To make sure the resync completes, can you perform a factory reset:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

Let me know how you go on.

Thanks

Andrew

[rjdbradbury]

Hi Andrew It seems to be working better now although it did drop a call after about 20 minutes this morning. Also its range doesn't seem to be very good. 5m line of sight fine, 15m round a corner not so good. Is that usual?

[Retired-Dave]

Hi rjdbradbury,

The standard range is a 30m radius in all directions (except down), but there are things which can affect it.

Is your Sure Signal close to other electrical equipment such as your router or TV? If possible, move it further away to avoid electrical interference.

Also, some building materials can be more resistant to mobile signal. If the Sure Signal is in an enclosed space or alcove, try moving it into an open area and see if this helps.

Dave

[andy_k]

Hi,

I'm having the 'call failed' problem when making calls via our SureSignal (version 2). It happens on my phone (iPhone 4s) and my wife's Samsung Galaxy SII, sometimes after a few seconds, other times a minute or two into the phone call. I've tried resetting the box a couple of times but still the same. Last time it happened I checked the lights on the SureSignal - before the call there was one solid light showing, and immediately after the call dropped both lights were flashing. Could this be a SAC/LAC issue or something else?

Many thanks,

Andy

[andy_k]

Just to update my previous message, this problem is also happening when receiving calls. Both lights on the suresignal were flashing after the call was dropped.

Andy

[Retired-Kay]

Hi andy_k, 

It does sound like a SAC issue. Could you first of all try changing your location on the Sure Signal dashboard, leave for one hour and then change back to your current postcode? 

If this doesn't work email us and we'll be happy to help further. 

Take a look here for how to get in touch.

Thanks, 

Kay

[teaston]

I sent the email on Thursday as requested but i still have not had a reply. The auto response said i'd get a reply within 48 hours!

My sure signal is still not working!!

[Retired-Andy]

Hi teaston,

I’ve checked our systems for emails from your eForum registered email address and can see the email you sent to us.

I’ve followed this up for you and have sent you an email.

 
Thanks,

Andrew

[teaston]

It has been more than 5 working days now but I have not heard anything and the sure signal is still not working!!

I’m getting pretty sick of this now, it is affecting not only personal calls but also I work from home so it is affecting my business calls as well! Please let me know when this will be fixed!

[Retired-Lee]

Hi teaston,

Sorry for the delay.

I've just chased this up for you. I'll post again when I've had a reply.

Thanks,

LeeH