‘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 commandomark,

I'm sorry I didn't call you yesterday. When I tried to put the SAC change request through I had a few system errors which meant I had to escalate it to the 3rd line technical team.

The request has now been put in and I expect it will be changed at some point today. If I get notice about this before I finish at 8pm I'll call to confirm. If I don't I'll pass it to James who's in over the weekend.

Thanks,

LeeH

[commandomark]

Sorry seems to be a frequently used word within Vodafone.

Here we are a week later still it is not fixed. What is clear is that Vodafones technical department are in serious need of some customer service training.

Twice I've been promised phone calls and twice no one has called me.

Reading through all the posts in this thread leaves me feeling that this is going to drag on for a while.

I've got better things to do with my life than chase crap like this.

My contract is due an upgrade, when questioning why I had to pay £129 for a phone when the same phone and plan in CPW was only £89 the girl in the shop said Vodafones customer service is far superior!

I beg to differ....

[Steph1006]

HI, I still can't make calls after resetting the sure signal box, I could make calls until around a month or so ago.

[Retired-Andy]

Hi Steph1006,  

We’ll need some additional information to allow us to investigate further, so can you provide the following please:-

Your speed test results from here.
Your ping test results from here.
Your external IP address from here.
The results of a traceroute.

Your Sure Signal serial number.

VSS Traceroute command

On a PC:

Click on Start and select Run
Type CMD into the Run box and press enter/click ok
A black box will appear.
In this box type tracert 212.183.133.177 press Enter
Paste the output of this command into your reply.

Thanks

Andrew

[MJBritton25]

Hi,

I have been having the same issue as these guys for the last three weeks.  Reading the forum, I did a reset of my suresignal using the rest button yesterday but it made no difference, so it sounds as though I need a resync.

My suresignal serial number is : 40120904194

[Retired-Andy]

Hi MJBritton25,

I can see your Sure Signal connected to our servers yesterday at 19:24 so to make sure your Sure Signal is as up to date as possible, I’ve just forced a resync of your device.

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

If you have the time, would you be able to complete a short feedback survey for me? You can find it here and it’ll go to ensuring I’m offering the best service I can.

[Wellsy]

Same problem here. Tried troubleshooting steps with no effect.

[Retired-Kay]

Hi wellsy, 

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

VSS Traceroute command

On a PC:

Click on Start and select Run

Type CMD into the Run box and press enter/click ok

A black box will appear.

In this box type tracert 212.183.133.177 press Enter

Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

Thanks

Kay

[Wellsy]

Hi,

I have triad all the troubleshooting tips.

My speedtest is Ping 136 Down 3.37Mbps Up 0.89Mbps

I'm not keen to post my fixed IP address on a public eforum.

I can't do trace route on my mobile phone and my computer is a Mac.

my serial number is 40122462977

Hope we can make some progress with this info. But happy to provide more detailed info by PM (just couldnt work out how!)

It seems like it is the same problem outlined by tech team (Jenny) at the first post in this thread as I cant make outgoing calls.

"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."

Wellsy

[Retired-PaulE]

Hi Wellsy, 

Everything looks ok from what you've posted - I've checked your Sure Signal and it updated with us last night, about 10 minutes before you posted :smileywink:

Are you able to make calls now? If not we might need to look at changing the SAC for you.

Click here to get in touch with the team

Paul