‘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

[commandomark]

Many thanks for your reply.

I spent 45 minutes on the phone today to Vodafone. They ensured me it had been fixed and promised to call me back in an hour to check it was all working. Well low and behold its now nearly six hours later and you reply on here, ive had no phone call and the sure signal is still not working.

To be honest with you im pretty ###### off.

I'll look at my PMs now.

Kind regards

Mark

[commandomark]

Just read my PM.

Why  do i need to send another email to Vodafone detailing the information you request?

You clearly know who i am as you have seen the details of my sure signal, which is linked to me, which is linked to the five vodafone contracts we have in this house.

I have called vodafone today already about this but still this is not resolved.

[mbookham]

I have received the email and I replied.

Astonishingly I was asked to try the SS on another ISP, I don't know of anyone that has multiple internet connections at their home!

As already requested, please arrange for the collection of the unit and a refund.

This has NEVER worked since purchased and I have spent too many hours of my time resetting it and requesting the SAC set-up over the past 6 months.

I have had enough of this and I am formally going through the complaints process, hopefully that will not take 6 months but I would not be surprised if it does.

*** I can tell anyone that is reading this that I will NEVER sign up to any Vodafone EVER in the future, I am glad that my contract ends in June this year. Also I will tell anyone that asks me about Vodafone that the service is appalling and advise them to use an alternative provider. ***

[commandomark]

Just been told to call back tomorrow after 8am to speak to someopne else.

Absolutely sodding useless.

[mbookham]

commandomark

I have spent 6 months trying to get this sorted, and have never seen a post on from anyone that has got a working SS. Vodafone always say that there is a SAC problem and then ask you to re-boot the SS 24 hrs later and suprise suprise it still doesn't work.

I would recommend moving to another provider ASAP.

[commandomark]

I set mine up, opened ports on my BT homehub. Pucker, worked fine for months untill yesterday morning.

Ive spoken to one lady today for 46 minutes, she assured me it had been fixed and promised to call me back. No call back and SS still not working. Called them back myself and spoke to a level 2 technical idiot who thought taking the battery out of one of the six phones would make a difference. Put the phone down on him and called back and spoke to a lady in England called Chelsea, nice girl, helpfull and honest enough to say its not going to get fixed tonight.

Vodafone, take your sure signal and shove it up your ring piece. 

Tomorrow i shall take it to a field and fire upon it with 32g of No6 from a 12 gauge shotgun and post it back to you.

[Retired-Dave]

Hi guys,

commandomark - In order to investigate further, we need to confirm additional details for security, not just the serial number. Any SAC issues are one of those cases where we need more information.

Although you've called up, you wouldn't have spoken with our team directly. If you follow the steps in the PM we will be happy to look into things further ourselves. We have resolved issues for a large number of customers both on the eForum and via email. Rest assured we'll do whatever we can to sort this for you once we have the information we need.

-----------------------------------------------------------

mbookham - I can see you've spoken to Andrew this afternoon in response to your last email.

Dave

[commandomark]

So after making nearly 2 hours of phone calls, various tweets and a post on here you still want me to fill out a form and email you....pretty pathetic if you ask me.

Ive filled out your form.

I shall await your response.

[SRussel]

Hi

please can Tech Team help me - 4th week of not being able to make outgoing calls.  Received a replacement Sure Signal but still the same problem.  We have 4 handsets, none can make outgoing calls.  I work from home 1-2 days a week and this is having a big impact.  I've spent hours dealing with Customer advisors, really need this sorted asap.

Thanks

[Retired-Lee]

Hi SRussel,

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 in touch.

Cheers,

LeeH