‘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

[psychopomp1]

Hi BenJ
The serial number of my unit is 40111113003. Why don't Vodafone allow users to see the firmware version on the SS box and if necessary allow them to upgrade or downgrade the firmware? I'm sure you'll agree in cases like these it would be easier to pinpoint the issue and make your job easier.

[Retired-BenJ]

Hi psychopomp1

I have yours already

It’s something we have visibility on our end via our admin tool. To be honest allowing customer’s access to this would in my view cause more problems than actually resolve.  We have some very switched on users on this forum who know allot about networking however we also have a few people who aren’t as knowledgeable in this regard. I don’t mean to offend anyone at all but my experience the more buttons people have to choose the more potential for things to really break.

Thanks
BenJ
eForum Team 

[psychopomp1]

Hi BenJ

Fair enough, i totally understand what you're saying re: firmware. But it would at least be useful for the user just to see what firmware their unit is running without actually changing anything. Perhaps it also would be nice to see a log/activity file of the SS so that in cases like these you could ask the user to send you these, you could then pinpoint the problem more easily:smileyhappy:

Anyway i've just tested my wife's Google Nexus One phone and that doesn't get the 'failed call' error so this appears to be an issue which is affecting iphone 4 users only.

Hope you can resolve this quickly! 

[psychopomp1]

My SS box was replaced yesterday and i'm still getting this problem.  The serial no. of the new unit is 40111063430. Any idea when this will be fixed? Perhaps when iphone 10 is released? In the meantime perhaps it would be a good idea if Vodafone rolled back the firmware to the previous version on the affected units.

[Retired-Lee]

Hi guys,

I'm on a conference call this afternoon and should be able to provide you with an update on this afterwards. Investigations have been ongoing for some time now.

As I say, I'll update the thread later with any information I obtain.

Cheers,

Lee

eForum Team

[valiantphil]

I have this problem.

First call always fails, subsequent redial always successful.

My SS serial number is 21227826076

Thanks

[psychopomp1]

Any further news on this Lee?

[Retired-Dave]

Hi guys,

Lee isn't currently in the office regarding this, but I'll drop him a line to check if he has heard anything yet for you.

Dave

eForum Team

[Retired-BenJ]

Hi Guys

I know your all awaiting a response and an update for this issue.

I can see this is still under investigation. Our support teams have asked for some further information

We need to know the IMEI number that your currently using along with the current IOS version your are running on your iPhone.

Appologies for the delay.

Thanks
BenJ
eForum Team

[psychopomp1]

Hi BenJ

My iphone 4 (16gb) IMEI number is (removed for security) and its running iOS 4.3.3 (latest)

Hope this helps

Cheers