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Jenny
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:
- Hold in the reset button until all lights go solid
- Pull the power lead out with the reset button still pushed in
- Continue to hold down the reset button and reconnect the power lead
- Wait for all lights to come on and then release the reset button
For version 3:
- Locate the button on the base of the box next to the Ethernet ports.
- Press and hold the button for approximately 30 seconds.
- 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
Hi there mattgelder,
Is it possible you can confirm for me that you've tried all the troubleshooting in this thread?
If so, and you've still had no success, then there's information on how to get in touch at the bottom of post #1. Please include all the information requested and we'll see what we can do 
Cheers,
LeeH
eForum Team
Hi Garny,
Have you received the response to your initial email which was sent to you yesterday?
If not, let us know and I'll resend it for you.
MattC9 - If you have run all the troubleshooting steps in the initial post, can you please follow the instructions there to send in your details so we can take a closer look for you.
I'm sure we can get both of you up and running.
Dave
eForum Team
