‘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

[rugycat]

any news for me?

[alex_vdm]

@James:

Please thank the support team for me; whatever they have done is working, without me having to restart the device.

Great job.

Alex

[AWallace]

James

Whatever you actioned seems to have worked - now able to make outgoing calls again.

Thanks

[nefu]

Hi Andy

Seems to have sorted the problem and can make outbound calls again.

Just one further question...do I need to keep the SureSignal switched on all the time? I'd prefer not to (as its one more thing using electricity). I've been switching it off at night. Would that have caused the problem and if so do I really need to keep it switched on constantly?

Thanks

[rud]

My serial is 40113136887

[Jenny]

Hi guys,

rugycat - There’s no news on this yet but we’ll let you know as soon as there is.

AWallace – That’s great! Thanks for letting us know.

nefu – I’m pleased this is working again now.

It’s best to leave the Sure Signal switched on as we send automatic updates.

rud – We’ve passed this onto our support team for further investigation.

Thanks,

Jenny

[Andy_R]

Hello,

After working fine for years my sure signal has stopped allowing outgoing calls. I've reset the box a number of times using the instructions on here, The website definitely has my postcode registered correctly, and I've done the ping test, Speed test & tracetoute:

Ping: 20ms

Speed: 62.26Mbps down, 2.94 Mbps up

Traceroute (Mac):

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  192.168.1.1 (192.168.1.1)  0.701 ms  0.282 ms  0.229 ms

 2  cpc14-wake8-2-0-gw.17-1.cable.virginm.net (82.35.140.1)  6.696 ms  22.693 ms  7.270 ms

 3  brad-core-2a-ae10-611.network.virginmedia.net (81.97.80.109)  8.049 ms  11.002 ms  6.219 ms

 4  manc-bb-1c-ae7-0.network.virginmedia.net (81.97.80.117)  10.248 ms  8.282 ms  7.806 ms

 5  manc-bb-2a-ae2-0.network.virginmedia.net (62.254.42.113)  9.735 ms  9.381 ms  14.043 ms

 6  leed-bb-2a-ae0-0.network.virginmedia.net (62.254.42.66)  14.167 ms  16.281 ms  54.441 ms

 7  leed-bb-1c-ae0-0.network.virginmedia.net (62.254.42.126)  8.205 ms  8.519 ms  12.460 ms

 8  62.252.224.238 (62.252.224.238)  22.578 ms  25.655 ms  24.071 ms

 9  * * *

10  * * *

---- snip ----

23  * * *

24  * * *

25  * * *

The traceroute doesn't look right though. Any help appreciated.

Andy R.

[Retired-Andy]

Hi Andy_R,

Looking at your traceroute, it doesn’t reach our servers.

Check to make sure you’ve got the following ports open/forwarded on your router:

Port Number

8          TCP      UDP

50         TCP      UDP

53         TCP      UDP

67                     UDP

68                     UDP

123                   UDP

500                   UDP

1723     TCP      UDP

4500                 UDP

33434 - 33445    UDP

I found your serial number from one of your other posts here.

It’s showing that a location move has been detected.

I’ve updated the system to remove this message.

So that the Sure Signal picks up the changes, 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 both the Ethernet cable and power lead
• Re-insert the power lead
• Once all the lights display, release the reset button
• Re-insert the Ethernet cable.
• The Sure Signal will come online in around one hour

If this doesn’t work, try the unit on a different internet connection such as that of a friend or family member.

Hi Alex, 

That's great news; thanks for the update.

Thanks,

Andy

[Andy_R]

Afternoon,

It definitely hasn't moved location in all the time I've had it so not sure what's going on there. I Just plugged it in and tried it again though and all seems to be working fine. I haven't reset it again or anything else, I'm leaving it alone now seeing as it's working.

Thanks for your help

Andy R.

[Retired-Andy]

Hi Andy_R,

The location change may have been caused by maintenance by your ISP (Internet Service Provider), or a firmware update for your router.

It’s great to see it’s now working again; thanks for the update.

Andy