‘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

[kevinjoyner]

Hi there

I've got the same problem:  all Sure Signal services work fine except for outbound calls, which fail, sometimes at the first ring, sometimes before.

Speed/ping tests on my internet connection are great - the internet connection is good.  I've reset the SS and also my phone.

Appears from what I've read to be the SAC issue.  I'm in London at NW5.  Can you help please?  Is there anything else I need to check or details you need?

Many thanks

[marticoo]

hi 

I am getting the call failed problem with sure signal. Have tried resetting and still got the problem.

Help please

Martin

Nb connected to Bt 3.0 home hub

[tgpretend]

I am having this problem - outgoing calls have never worked from my sure signal.  It has been reset various times with no resolution.  Starting to get desperate - I only switched to Vodafone because of sure signal!

[Retired-Lee]

Hey guys,

I've sent you both 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,

LeeH

[rachelmariemark]

I have no Vodafone reception in my new flat (I moved a month ago). This is the same problem as my old flat, despite living in London where you would think Vodafone has mass coverage. I was given a Sure Signal box when I got my phone in January 2012 to combat this as I could not make outgoing or receive incoming calls, however this barely made a difference at my old property as calls kept dropping and now once again isn't working in my new property. 

I've tried to reset a few times using the instructions on this thread but to no avail. I called 191 yesterday whilst sat in my car so I could get reception. I was told someone would call me back with further instructions, as perhaps Vodafone will replace/ repair the Sure Signal box. 24 hours later still no phone call. There is only one light on the box and that is the power light.

The issue I can foresee when the box does work, is as per at my old flat, my calls constantly drop to a beep/ error message saying 'Call Failed'.

I resent to paying a monthly bill for a phone that I cannot use in my own property where I spend most days as I work from home. Can anyone help with this?  If this issue cannot be resolved I will have no choice but to terminate my contract with Vodafone as my phone is unusable.

[Zaphod1949]

I've had this problem for over six months now since I bought and installed my Sure Signal V2. The VF 3G or 2G signal is poor at best where I live and has been non-existent for over two months as the local mast is non-operational (no date available for this to be fixed which is an issue for more VF customers than just me). 

The unit is connected (left hand light is on permanently) and when I reset or unplug it the connection establishes and the light comes on in under 10 minutes. The right hand light goes on and off intermittently; it is off when I get the Call Failed message and comes on when I do get a call through which I test using voicemail. Erratic behaviour also affects incoming calls and incoming and outgoing texts, browsing too but I have to turn off the phone's wi-fi to check this. 

Phone is a BlackBerry Bold 9900 with latest v7 software and works fine when I can find a 3G signal elsewhere, however I get the "Call Failed" or "Call Failed due to Fading" message 90% of the time when connected to the Sure Signal at home (five bars on the phone signal strength indicator). 

Router is a DrayTek 2820Vn with latest firmware on an ADSL Max 8192/448 connection, download and upload speeds, signal to noise ratio (15dB) are excellent with low latency and only 1dB line attenuation as we are 100 yards from the local exchange. I have tried all the various open port and DMZ settings advised for this router elsewhere in this forum and none of them make any difference to the connection issues. 

I have recently been given a replacement Sure Signal in case that was the problem but no improvement. 

I have read elsewhere on this forum that an incorrect SAC code can cause the problem I have, please can someone investigate this for me? The Sure Signal serial number is: 40123753119. 

Thanks,

Peter E

[Retired-Lee]

Hi guys,

To be honest, your posts ought to be in this thread as it sounds to me like you've both got issues with speeds rather than just outbound calls failing.

For example, if you're only affected 90% of the time then it's not a SAC (service area code) issue. If it were a SAC issue then 100% of outbound calls would fail but everything else (inbound calls, texts and data) would be fully functional and when I say fail, I mean that call quality wouldn't be an issue since you wouldn't be able to make the call in the first place.

Please could you both reply to me with your speed results from this website?

Cheers,

LeeH

[Zaphod1949]

Hi Lee,

Difficult to get much better than this on ADSL Max...

http://www.speedtest.net/result/2307342480.png

Thanks,

PeterE

[Retired-Lee]

Hi there Zaphod1949,

Even so, those speeds should be enough to run the VSS.

Are there any other devices connected to the router and therefore competing for bandwidth?

If there are, try removing them for an hour or so and see if the call quality issues persist. 

If they don't then I'd have to assume it's the bandwidth and you can contact your ISP to see if there's anything they can do to increase those speeds.

Also, could you tell me if the symptoms occur at certain times of day or are they constant?

Cheers,

LeeH

[Zaphod1949]

Lee,

There are a couple of desktops connected to the router during the day but only used for email, document writing etc. They are switched off in the evening/overnight and the Call Failed issue is there 24x7.

I don't agree that the bandwidth is the issue; yesterday I asked my ISP to check if the line is OK (it is) and if they have any ports blocked or know of other customers with Sure Signal issues - no ports blocked and no other customers known to have problems.

My ADSL speed is as fast as you can get with the Max service, my IP Profile/BRAS rate is 7150Kbps which is the effective ceiling for a line synced at 8128Kbps, I'm getting near to that. Also, my line speed and low latency far exceed the 1Mbps/300Kbps/240ms minimum requirements set out by VF here: http://devicehelp.vodafone.co.uk/filestore/devices/Vodafone/Sure%20Signal/Sure_Signal_Questions.pdf

We are going round in circles here; the basic issue for me is that I have a Vodafone Business account, the local mast has been out for over two months and I have a Sure Signal that doesn't work even though my ADSL satisfies the minimum requirements.

Please will you check my SAC entry?

Thanks....