‘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

[Shell]

Hi BenJ

First of all, thank you! I've double checked, checked the spam etc but no email this morning though from you guys

Thanks

Shell

[Cuttsy]

Hi Guys

Just found this thread. Having the same problems iphone 4's on my SS the first generation,  on One Net express trying to run my business with this set up. A bit frustrating.

It would be great if my SS box could be re sync'd. My serial number is 21231535556.

Thanks in Advance

Cuttsy

[mj78]

SS number - 21227838634

I don't know if I have the new firmware or not, as I seem to be having the SS Camping issue (have copy pasted and sent to support the information from the troubleshooting thread but have had no response).

Lights 1,2 and 4 are solid, but I still have no mobile phone call signal.

- Router Make & Model- BT HH3 (also tried with a BT HH2
- Sure Signal Serial Number - As above.
- Status of Lights on Sure Signal (Please specify if light is solid of flashing in Description) - 1,2 & 4 lights on, steady.
- Are the Lights on the Ethernet Port (Where the internet cable plugs into the Sure Signal) on or flashing? On with the odd flash.
- Is there access to the internet via the modem? (via a pc) - Yes
- Have you attempted to use an alternative ethernet (internet) cable? - Yes
- Have you tried the Ethernet (internet) cable in another port on the modem? Yes.
- Has the router been reset? - Yes and have performed a factory reset of the SS
- is it a 3G phone? Yes both of them (sim tested in an N8 and iPhone 4)
- Have you attempted to set your handset to Dual Mode (for help with this go to our Help Centre > select your device > Network > use phone for both GSM and 3G) - Yes.
- Were other phones / USB modems active on the Sure Signal at the same time? No.

I'm not getting the call failed in the same fashion I was before, I just have a lousy signal so I'm thinking that the phone is connecting to the outside one, not the one from the SS?

[Retired-Lee]

Hey Shell,

Many thanks for updating the thread.

I've just resent the email for you. Please accept my apologies that you didn't receive this in the first place.

Hi Cuttsy,

I've done the resync for you. Please perform a factory reset and let me know how you get on.

Hey mj78,

I've checked our email queues and can't find a record of any email being received from your registered eForum address so I've also sent you an email for you to fill out your details.

Cheers,

Lee

eForum Team

[Cuttsy]

Hi Lee

After a week of using the SS we no longer have failed calls.

Thanks for your help

Cuttsy

[tallmartin]

I have now removed my VSS as it is pretty much un-useable.  I can send and recieve texts ok and can recieve calls fine, but if I try and make an external call on it I get call failed message

[guyfi]

Just to update....since having the firmware updated the sure signal box is back to be usable again - thanks to everyone who posted on this thread,I think it made vodafone take notice & finally work to fix it.

[mfin]

Hi there....

Ive just found this thread... my SureSignal gets Call Failed a lot lately on my Blackberry Bold 9700.

Also, for some reason, even when its fine the internet speed for Browser and Facebook is almost non-existent, takes forever, and my ADSL Broadband is 24Mb of which I get 23Mb being so close to the exchange.

Can someone see if I have the latest firmware or push it to my SS???....serial number below.

21228582926 (one of the early models)

Im trying a factory reset at the moment as Ive never done one and didnt know you could until I found this thread.

Thanks.

[Retired-James]

Hi mfin,

Thanks for your post here.

I have checked the serial number for you and can see that there has recently been a successful connection from the device however, can you confirm if you are still having any issues?

If you are please can you confirm if you are having any issues with your internet as everything looks fine from this end.

James

[susiebwilk]

40112549585