‘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

[Ben_H]

Hi carolynj17,

Thanks for posting your results.

I can see your software hasn't updated automatically, so I'm going to push it down manually now.

Please keep your Sure Signal connected for the next 24 hours. After that point, you may need to turn off and on any subscribed phones.

Cheers,

Ben

[carolynj17]

Thanks Ben, all working fine now 🙂

[nanodeath]

Hi,

My sure signal has stopped me from making calls recently. It is the same on another phone linked to the same SS box.

I have done the reset as detailed in this thread on my version 2 box.

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\e10133167>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 3 ms 1 ms 192.168.1.1
2 * * 50 ms host-89-242-192-1.as13285.net [89.242.192.1]
3 * 52 ms 54 ms host-78-151-226-169.as13285.net [78.151.226.169]

4 60 ms 73 ms 59 ms host-78-151-226-164.as13285.net [78.151.226.164]

5 65 ms 59 ms 68 ms host-78-144-9-13.as13285.net [78.144.9.13]
6 59 ms 62 ms 61 ms host-78-144-10-122.as13285.net [78.144.10.122]
7 78 ms 62 ms 113 ms lndgw2.arcor-ip.net [195.66.224.124]
8 61 ms 63 ms 59 ms 85.205.0.93
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.

Download speed 1.5Mbps

Ping 1227 ms 474 jitter

IP 89.242.203.29

[Retired-Matt_B]

Hi nanodeath,

Please also let us know your upload speed test result.

Once we've got this, we'll be happy to look into this for you.

Thanks, 

Matt B

[nanodeath]

Hi Matt,

My upload speed is 0.232Mbps

[Ben_H]

Hi nanodeath,

I'm afraid the speeds are under the recommended minimum for Sure Signal to work effectively. 

Please speak to your ISP about your speed options if they've decreased lately. Ideally you'll need at least 4.13Mbps download and 0.36Mbps upload.

Let me know how you get on.

Cheers,

Ben

[nanodeath]

Hi Ben,

My down or upload speeds were never that high. They were always at the level I quoted, nothing changed and I have been using Sure Signal for a number of years.

The Sure Signal started working a day or two after speaking to customer services who carried out a reset at their end. It has been working normally now for the past few days.

Thanks,

Clifford

[MattP]

Hi - I get exactly these symptoms on both phones registered.  Have reset SS1 twice and still no joy??

[Retired-Kay]

Hi MattP, 

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

[MattP]

Hi Kay

Information requested below:

Speed test:

Ping - 24ms

Download speed - 53.85 mbps

Upload speed - 3.07mbps

Ping test:

Ping - 33ms

Jitter - 4ms

External IP Address: 82.31.160.209

Sure Signal Serial Number: 21196920207

Traceroute:

C:\>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1     3 ms     2 ms     2 ms  routerlogin.net [192.168.0.1]

  2    16 ms    20 ms    10 ms  cpc13-glfd6-2-0-gw.6-2.cable.virginm.net [82.31.

160.1]

  3    12 ms    12 ms    13 ms  glfd-core-2a-ae6-607.network.virginmedia.net [80

.4.31.173]

  4    15 ms    17 ms    11 ms  brnt-bb-1a-ae17-0.network.virginmedia.net [62.25

3.174.89]

  5    12 ms    13 ms    13 ms  brnt-bb-2a-ae2-0.network.virginmedia.net [62.254

.42.97]

  6    50 ms    17 ms    18 ms  brhm-bb-2b-ae0-0.network.virginmedia.net [62.254

.42.58]

  7    17 ms    25 ms    26 ms  brhm-bb-1c-ae1-0.network.virginmedia.net [62.254

.42.210]

  8     *        *        *     Request timed out.

  9    28 ms    25 ms    30 ms  lndgw2.arcor-ip.net [195.66.224.124]

10    20 ms    20 ms    25 ms  85.205.0.86

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.

Thanks

MattP