‘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

[repoguy]

Hi Lee,
So far today all outgoing calls have been fine, a few incoming have got to vm, which is strange, however majority seemed to be ringing on the phone. Have also experienced the delay when making a call, for the other person to be heard!? It's a vast improvement from earlier in the week, so many thanks for that.

[Jimster]

I've also got the same problem,

SN:21229334269 Please can you update my firmware

it is strange how VF customer service are still unaware of this fault for 9 months that I've been having it!

[jcurtis]

I have two SS boxes (differnet places) both old and new, serial numbers are 21231813946 and 40111611451 the latter has been having quite severe problems over the last week or so.

[NeXTGen]

Three days, and no issues so far after Lee worked some magic. I'd call that a confirmed fix 🙂

No calls failed, and nothing straight to voicemail.

Lets hope it stays that way!

[gfendle]

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@NeXTGen wrote:

No calls failed, and nothing straight to voicemail.

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Same here. All's well so far. 

[dan0878]

Thanks Lee, both of my unit working ok now!

[stockportmatt]

Please also sort my sure signal. Serial 21196950931 

Many Thanks....

[dasym]

Reset my Sure Signal as advised by Lee and tested: 10 out of 10 outgoing calls connected and 10 out of 10 incoming calls went to the mobile rather than voicemail. Excellent!

Thank you for all your help.

[dorset_dave]

Lee et al,

does indeed seem to be a reduced incidence of the failed call.  looking really positive and will see what happens after a week of things bedding in.  

All I need now is for the ongoing problem of losing any service from SS when "roaming" into its range as thi remains a consistent problem (especially when wi-fi is enabled).  Fix this one and you get a gold star 😉

Regards

Dave 

[Retired-BenJ]

Hi Guys

I've had a look through here and can see that most people are now back up and running.

If you’re having problems Post your serial number and I will look to see if you have received the firmware update yet. As this is being rolled out in stages not everyone will receive this at once. We have tested with a small sample of serial numbers which appear to have resolved the issue every time.

I would suspect if you're still having a problem that you may not have updated yet. As this is being done in batches we can tell by our back end system who has received the update, it might be a case of holding for a little longer at which point we will be able to see if anyone has missed this roll out.

Thanks

BenJ

eForum Team