‘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

[Retired-Lee]

Hey guys,

That's fantastic! Thanks for updating the thread.

I'd really appreciate some feedback

eForum Survey

Cheers,

Lee

eForum Team

[guyfi]

So far,so good.

Tried to make 10 calls from landline to mobile & 10 calls connected without going straight through to voicemail.

Let's see how this pans out...

[PANIC]

S

[PANIC]

Still at fault

ser no is 21224321923.

Come on VF, get this sorted now...

[4michaej]

Hi Lee

The first four calls I made worked ok. However the next one did a call failed even though I appeared to have four bars of signal.

I have also noticed that when I call people, I can't hear their answer/greeting i.e. the first couple of seconds of the call don't get received.

Please let me know if you can do anything further to help.

John 

[chrise]

---

@Lee wrote:

I've forced a resync for the following users:

---

Hi - pretty sure it's better now - thanks.  Have made several calls, and not had "called failed" yet...

[Retired-Lee]

Hi there PANIC,

I've had a look through your posts and the last post from you is the only one I can see where you've supplied your serial number.

I have no way to perform the resync without this

I've just forced the resync for you. Please try a factory reset and let me know how you get on.

Cheers,

Lee

eForum Team

[guyfi]

Just had a call failed error on an outgoing call...

[jennig]

I experience the same issue can't hear the first few moments of the call.... still. 

and everyone is saying my line is CR@P! they can't hear me.

So far no called fails. so far....

[Andy_R]

Did the reset this morning and with limited testing it seems to be working fine so far. Will report back when I've tested it some more.

Many thanks Lee.

Andy R