‘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

[SRussel]

form filled in as requested.

[SRussel]

Replied to email from Tech Team, did everything asked and still not working.

It's obvious from all the posts on here that there is a major issue with the Sure Signal, making it not fit for purpose.  Why don't you just admit there is a major issue and let us all know what is being done to resolve it and how long we can expect it to take (4 weeks and counting in my case).......  I'm looking forward to receiving a credit on my bill as promised by customer advisor on chat session that I have saved a copy of.  

[Jenny]

Hi commandomark,

Thanks for getting back to us.

I’m sorry to see that this is still ongoing. I’ve spoken with James regarding this and he’s confirmed that he’s waiting for confirmation that this has been changed.

As soon as this has been done we’ll let you know.

SRussel, have you replied to the email with the code in the subject? I can’t see an email from your eForum registered email address, so if you can let me know your email reference number (sent in the automated reply), I can check we’ve got it.

Thanks,

Jenny

[SRussel]

Hi Jenny

yes, I've replied to all emails as requested, last response from Vodafone was saying that the SAC had to be reset, which would take up to 48 hours........ 72 hours later and still can't make calls

[commandomark]

So im still waiting to hear from you, How long is this going to take?

Its beyond a joke now.

[Retired-Lee]

Hi commandomark,

Thanks for posting.

This is my first day back in the office after the weekend.

The SAC has been updated and I've forced a resync for you. Please factory reset the VSS to complete the process and let me know if you still need help with this.

Hi there SRussel,

Your SAC has been updated too. I'll need your VSS serial number to force a resync please.

Thanks,

LeeH

[SRussel]

so, I've been asked to yet again provide my serial number, which I did by email which wasn't good enough so then asked to publish it on the e-forum.... Serial number is 40130422732

I wish Vodafone used a better way of communicating rather than me having to come here and into my email account 10 times a day to see if I can find any response (text me?)

[Retired-James]

Hi SRussel,

I have now re-synced the Sure Signal for you; please can you let me know if you are still having trouble after 1 hour.

James

[SRussel]

Sure Signal now working after 5 weeks of not being able to make outgoing calls.  I appreciate the technical support but am disappointed that it took so long to resolve.

[commandomark]

Hi

Lee could you call me please.
I was expecting a phone call yesterday from you.

Has the SAC been reset?

The SS still does not work.

Mark