‘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-Matt_B]

Hi dserazet,

Please try the Sure Signal at an alternative address. This will help rule out any hardware fault with it.

Let us know how testing it somewhere else goes.

Thanks,

Matt B

[jona]

hi i have tried to reset my sure signal 3, it has been faulty for a couple of weeks now. I di the reset and it has not worked. All lights are fine.

I have an iphone 4 and nothing has changed as far as i am aware.

Thanks

Jon

[Sukhi]

Hi jona,

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

Sukhi

[jona]

hi sukhi All info below.

please note that this has only recently become an issue with my phone. All sure signal trouble shooting done, reset, all lights working Thanks Jon

here is cmd traceroute info Microsoft Windows [Version 6.1.7601] Copyright (c) 2009 Microsoft Corporation. All rights reserved. C:\Users\Rachel>tracert 212.183.133.177 Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177] over a maximum of 30 hops: 1 1 ms 1 ms 2 ms routerlogin.net [192.168.0.1] 2 26 ms 206 ms 83 ms cpc1-lanc6-2-0-gw.3-3.cable.virginm.net [86.5.68 .1] 3 49 ms 106 ms 138 ms brig-core-2a-xe-1131-0.network.virginmedia.net [ 80.3.65.249] 4 159 ms 79 ms 34 ms brnt-bb-1a-ae19-0.network.virginmedia.net [213.1 05.159.153] 5 45 ms 16 ms 13 ms brnt-bb-2a-ae2-0.network.virginmedia.net [62.254 .42.97] 6 56 ms 126 ms 95 ms brhm-bb-2b-ae0-0.network.virginmedia.net [62.254 .42.58] 7 * 52 ms 101 ms brhm-bb-1c-ae1-0.network.virginmedia.net [62.254 .42.210] 8 * 614 ms * tcl5-ic-2-ae0-0.network.virginmedia.net [212.250 .15.210] 9 147 ms 131 ms 101 ms lndgw2.arcor-ip.net [195.66.224.124] 10 162 ms 260 ms 170 ms 85.205.0.93 11 * * * Request timed out. 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. C:\Users\Rachel> Sure signal serial number: 40134615075

Ping 123 ms

Jitter 67ms

download 8mbs

IP 86.5.68.246

[Retired-Laura]

Hi jona,

Thanks for posting.

There seems to be some quite long times in the traceroute.

So we can help further please follow the steps below.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

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

We also advise to login in to your router settings and make sure that the IPSEC box is ticked also.

Cheers,

Laura 

[jona]

Laura,

Please do read my post. I had already provided that info, I have paid £100 for something that is not working and costing me money on my landline.

The test results asked for. (ping etc.) were all given.

I have now lost another 24 hours or so of connectivity. Could you please send me some vodafone vouchers for the time lost so far. Please do not tell me i need to speak with customer services. Please do this on my behalf.

I will do the IPSEC check also. Please advise how i get into router settings.

Thanks Jon

[Retired-Matt_B]

Hi jona,

The results are all fine.

Please speak with your ISP to get instructions on how to enable IPSEC.

Thanks, 

Matt B

[jona]

laura

this is really frustrating. the phone used to work fine and it now does not. I cannot see Ipsec settings on my router settings which i have gone into.

you have had the results of the other tests. what is the problem. I have given vodafone £100 and my phone does not work at home.

please help. could it be an iOS upgrade i have done. My phone has not changed

Jon

[Retired-Kay]

Hi jona, 

If you speak to Virgin they can check that IPSEC is enabled. 

I've checked your traceroute and some of the steps are far too high. These need to be below 200ms, one of your steps is over 600ms. 

This points to latency on your internet connection. This is something Virgin should be able to help with. 

Thanks, 

Kay

[carolynj17]

Hi

I use Sure signal V1 and am getting the call failed error for outgoing calls, though inbound ones woerk fine. I have tried all the troubleshooting steps a couple of times with no joy. as per instructions above the information you request is below. can you help please?

Speed test

 Ping 20 ms

Download  4.8 mbps

Upload 0.97 mbps

Ping test

Line quality B*

Ping 14ms

Jitter 3ms

External Ip address:  5.71.138.110

Microsoft Windows [Version 6.3.9600]

(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\Carolyn>tracert 212.183.133.177

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

1     2 ms     2 ms     2 ms  SkyRouter.Home [192.168.0.1]

  2     *        *        *     Request timed out.

  3    14 ms    18 ms    12 ms  te2-0-0.ar8.hobir.isp.sky.com [89.200.135.174]

  4    14 ms    14 ms    14 ms  lndgw2.arcor-ip.net [195.66.224.124]

  5    12 ms    11 ms    11 ms  85.205.0.86

  6     *        *        *     Request timed out.

  7     *        *        *     Request timed out.

  8     *        *        *     Request timed out.

  9     *        *        *     Request timed out.

 10     *        *        *     Request timed out.

 11     *        *        *     Request timed out.

 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. C:\Users\Carolyn>

Sure signal number: 21229652082