‘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

[SWANENGRG]

Thank you. Email with the info required will be with you on 5 mins. Hopefully the fix will be just as quick? lol

[Retired-Lee]

Hello to all contributors in this thread,

Thanks to you all who have replied to my emails thus far.

Our Devices Team have come back to me with a request for more information. We also need you to supply details of failed and successful calls within the last three days.

Would each one of you please reply to my email using the below template and I can forward this information on?

Mobile telephone number:

Failed call timestamp:

Failed call date:

Successful call timestamp:

Successful call date:

Can you use SMS:

Can you use MMS:

Did you install any apps that coincided with the start of this issue:

Were there any other device issues i.e. laggy, freezing:

For the purpose of us being able to recreate the issue across multiple devices

It's imperative that our Devices Teams are able to recreate the issues you've been experiencing so the following information would help us to do this:

All apps on the handset (only if you're willing to share this information):

Can you simultaneously fail to recreate the issue on another handset:

Can you think of anything you were doing leading up to the issue? Please be as explicit as possible:

Anything else you feel would enable us to recreate the issue:

Cheers everybody for your continued patience.

Lee

eForum Team

[gfendle]

For those that don't know, to see your calls (failed and successful), you need to go to your recent calls list and tap the blue arrow to the right of the name and number you called.

Cancelled calls in that list are failures unless you specifically remember cancelling a call.

I've got dozens.

[matanzas]

Bought the Sure Signal box last week and have been on the phone to support every day.

Have reset the box and reset the iphone but still have issues with first calls, especially short numbers. ie 151 or voicemail. It also takes a long time to connect and for people calling me to connect.

Tech support said there were no known issues but then I came across these posts

Can anyone help?

[SWANENGRG]

All outgoing calls fail in our office going thru the SS.

Texts & MMS are fine. If we turn the 3G off then we can make calls but then we have little or no network service due to the area we are in. This is why we purchased a SS. Round & round it goes eh

[Retired-Lee]

Hi there matanzas,

Thanks for your post. I'll pop an email over to your registered eForum address.

If you could reply to my email with the requested details I'll add them to our investigation.

@James_Mitchell - Not at all, we care immensely that this product works for you as soon as possible. If you could also reply to the last email we sent to you with the details I've requested above then these will also be passed to the Devices Team for investigation. I've also updated this thread today.

@SWANENGRG - If you could also supply the requested details I'll be delighted to pass them on.

Regards to one and all,

Lee 

eForum Team

[gfendle]

I noticed another issue this morning: my first call failed, then the next one worked. However, once I'd ended the call I lost all 3G connectivity and signal for a few minutes. Took ages to come back, so long in fact I nearly rebooted the VSS. During this time, though, all the lights on the VSS were normal.

I really wish they'd just roll back the firmware. I'm very concerned at how long this is going to take to fix.

[psychopomp1]

Hi Lee

You say

"It's imperative that our Devices Teams are able to recreate the issues you've been experiencing<snip>"

Why don't your Device Teams simply trying using an iPhone 3GS/4 with the Sure Signal box to recreate this issue? Its been made very clear in this thread  that this "called failed" error is ONLY affecting iphone users. Or are you saying that when your support people use an iphone with the SS they don't get such problems?

As i've mentioned countless times, why don't your support teams simply roll back the firmware on the SS to get rid of this problem albeit until a permanent fix can be found? Why is it taking weeks and weeks to solve this?

[SWANENGRG]

Hi Lee

The replacement unit was swapped over earlier this morning that was great.

But. Plugged in & left alone until the 3 lights showed solid & it still doesn’t work?

Just reading the forum, if this is a software upgrade the effected the iPhones that we have here, what use was this unit swap to us?

What can you do to help us & the others on here with this issue?

[ktsangy]

I totally agree wit psychopimp1.Why don't your engineers just try to replicate the problem on their side? It's not an isolated issue and it pretty much happens to each call and it'll always happen on the first call when you reconnect to the SS box (i.e. turn 3g off and then on again).

I'm very concerned with the lack of progress, it seems like your engineers have no idea on the source of the problem or even how to resolve as they keep coming back to the users asking for information which is irrelevant to the issue e.g. IMEI number of iphone....what's the IMEI number of iphone got anything to do with this?

Sorry for the rant but I'm very frustrated at this whole thing!