‘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

[mj78]

Same problems as most in this thread

SS number - 21227838634

[chrise]

Hi - meetoo.

My iPhone 4 (latest iOS) has been giving "called failed" for most calls made via SS.

Not exactly sure when this started - sometime during August 2011.

SS serial 21227723646.

[pappin]

Here's mine 21221751569

Pappin

[gfendle]

---

@Lee wrote:

Ben and I are currently looking into something regarding missed calls.

Lee, just to follow up on your call from yesterday: I reset the VSS late last night and made several calls this morning without one of them failing. I can't say it's fixed at this stage, but certainly my first call of the day would always fail and today it didn't. 

[gfendle]

Apropos of nothing in particular, I'm lucky enough to be out of contract, so I've taken advantage of the 90 day SIM-only deal being offered at the moment.

That's £23 a month less for Vodafone, and I can wait for three months to see if things improve and properly evaluate other options. And I can still upgrade.

[Retired-Lee]

Hello everybody,

Many thanks to you all for your serial numbers.

For those that haven't as of yet provided me with your serial numbers, please could you do the honours?

I've forced a resync for the following users:

bgs264

ktsangy

dasym

nicholasreeves

repoguy

Andy_R

guyfi

dan0878 (x2)

TopDog129

ryodonovan

jennig

mj78

chrise

Please could you all perform a factory reset of the device and let me know how you get on?

• Hold down the reset button till all the lights come on (about 30 seconds)
• Keeping the reset button held, remove and re-insert the power lead
• Once all the lights come on, release the reset button
• The VSS should come online in around one hour

I'd appreciate any feedback from any of you about the way in which I've handled your query today - eForum Survey

Cheers,

Lee

eForum Team

[Retired-Lee]

Hi pappin,

I've also performed the resync for you. Could you also do a factory reset?

@ gfendle - thanks for the update. Please feel free to update me again later on or tomorrow or both

Cheers,

Lee

eForum Team

[pappin]

Thank you Lee,

Don't want to temp fate, but since I reset my Sure Signal after your re-sync mine seems to be working now - at least so far so good.

Pappin

[repoguy]

Hi Lee,
Thanks for the update, I am away from the box, however the phone connected to the box at the moment seems to be ringing, rather than straight to vm, so that's a positive sign, will update this evening, but thank you for your help.

[Vikinghelga]

My ss serial number is 21197185214