‘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-Lee]

Hi Zaphod1949,

Sure! I've checked the SAC and it appears to be correct. I can change it if you like to see if it makes a difference?

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,

LeeH

[Zaphod1949]

Lee,

Thanks; I've completed the online form as requested, however, I did have issues getting it to submit (or so I thought) so I have received multiple confirmation emails - sorry

Yes please to reseting the SAC, worth a try.

Thanks...

[Ben_H]

Hi Peter,

Thanks for responding. Don't worry about sending multiple emails, I understand Dave has already emailed you a reply today and deleted the duplicates he could see. 

Cheers, Ben

[Zaphod1949]

Hi Ben,

Yes, Dave has responded, currently re-syncing my Sure Signal as per his request.

Thanks...

[Zaphod1949]

I have finally given up trying to get mine to work; after three different VSS boxes, trying in a different location with different ISP and router, phone firmware upgrade, new SIM card and numerous network tests and router configuration changes it just isn't going to work for me.

So, I have returned my VSS for a full refund which VF have already processed in double-quick time which is excellent Customer Service.

Unfortunately my lack of useable signal means I will be moving to another Provider...

Peter

[SPW999]

Hi There.

I have has VSS for a couple of years, with little or no problems until yesterday.

When attempting to make calls from either of the 2 mobile phones registered, I now get a "Call Failed" error.

Incoming calls - OK - Texts incoming and outgoing - OK - Mobile Internet - OK - Emails Incoming and Outgoing - OK

In Line with your instructions I have tried a reset on the VSS - Still get "Call Failed" error.

PING TEST -  Ping 39ms    Jitter 2ms

SPEED TEST - Download - 6.53Mb/s    Upload - 0.38Mb/s   Ping - 50ms

Grade D   (Slower than 75% of GB)

IP ADDRESS - 81.153.103.78 - British Telecommunications

VSS SERIAL Number  -  21223457355

VSS TRACEROUTE -

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

C:\Users\Sean White>tracert 212.183.133.177

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

1 80 ms 99 ms 99 ms BThomehub.home [192.168.1.254]
2 24 ms 24 ms 25 ms 217.47.206.58
3 23 ms 24 ms 24 ms 217.47.206.161
4 30 ms 31 ms 32 ms 213.1.69.122
5 31 ms 30 ms 31 ms 217.41.169.231
6 32 ms 31 ms 31 ms 217.41.169.109
7 67 ms 30 ms 31 ms 109.159.251.243
8 36 ms 39 ms 39 ms core1-te-0-4-0-17.ilford.ukcore.bt.net [109.159.
251.53]
9 35 ms 39 ms 38 ms peer1-xe3-1-0.telehouse.ukcore.bt.net [109.159.2
54.213]
10 41 ms 38 ms 39 ms LNDGW2.arcor-ip.net [195.66.224.124]
11 39 ms 40 ms 39 ms 85.205.116.2
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.

CAN YOU ASSIST PLEASE

Sean

[mbookham]

My SureSignal is still not working. I have rebooted as per the instructions again yesterday and the problem is exactly the same. Does this actually work for anyone?

Vodafone - Where do we go from here?

[maddad]

just strange how just one part doesnt work were everything else  does

[SPW999]

IT SEEMS THAT THE STOCK REPLY IS :

We can get this sorted but we will need access to your accounts first. Can you both please follow the instructions in the private messages I've just sent you. Once we have your emails a member of the team will be in touch.

You can find your PM inbox here.

All the best, 

And nothing ever gets sorted !!!!!!!!!!

Nothing Works.  

In my case - Why after 4 plus years of working - does it suddenly go tits up..???????

SAC - Has not changed - Location - Has Not changed - In Fact - Nothing has changed my end!

??????????????????????????

[mbookham]

My 2yr contract with Vodafone ends in a couple of months and if this is not sorted soon, then I'll want a refund for the SS and I will definitely leave Vodafone for another provider. We have 4 mobiles in my house and if this had worked, then I would have considered having them all on Voda, but having no signal indoors means I have to move provider and I will never bother with them ever again. There are plenty of other mobile providers out there that do have coverage indoors where I need it.