‘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

[mfin]

Ah, so I assume my firmware is as good as it will get and thats that.

Im not getting Call Failed much now, although the internet does vary between fine and appalling, even though my broadband continues to run like a rocket regardless.

Mark

[Retired-Trev]

Hi all.

susiebwilk – I’m not sure what you issue is as such?? I’ve checked your VSS unit and it all seems to working well. What is the issue you’re having and what light sequence have you got?

mfin – when it come to making calls and call quality the important stat is the upload speed not download. If you’ve got an upload speed of 0.3 Mbps or lower it will cause issues with your outbound calling.

Trev

[susiebwilk]

The system light and power light is on. Neither is flashing.

I get call failed yet can receive calls and send texts. I have had this problem at least twice before and each time it takes a very long time to get it fixed which is not made any easier by the fact the help desk don't seem to know how to address these calls. I would like to know if Vodafone has a process for handling these calls which does not involve me being treated like an idiot and asked to phone people on a phone I can't use. Perhaps I can take this matter up with someone senior wo is capable of putting a sensile support plan together so that calls can be routed through the help desk to you guys, who actually have some idea of the problems.

[susiebwilk]

Whatever you have done to fix it only ever seems temporary. Here is a transcript of one previous problem which was fixed after I finally found someone on here who could help.




From: susiebwilk@
To: garry.swain@
Subject: FW: No Subject [#7012814]
Date: Tue, 18 Oct 2011 21:04:36 +0100


FYI
From: susiebwilk@
To: customer.care@help.vodafone.co.uk
Subject: RE: No Subject [#7012814]
Date: Thu, 28 Jul 2011 15:07:00 +0100

Dear Rahul,

Please find below a selection of emails from your colleagues at Vodafone relating this reocurring issue. I am not happy that this has happened again. We are paying for a service that we are not getting full use of and i seem to be being fobbed off with an excuse each time.

Please read the correspondance below and pass this on to whoever can fix it, bearing in mind that i want a full explaination as to WHY this has happened again. I will also be asking for compensation over this matter. If i do not receive a satisfactory answer then i will be making an official complaint. I have asked you to raise this issue previously but i do not feel that you are taking the necessary steps to prevent your customers from suffering a loss of service.

Kind regards,

Sue Wilkins

03/09/10
Hi Susan,
I've taken a look into your issue and can see that it's caused by a mis-match between the Sure Signal system and the Mobile Switching Centre which handles your calls. In order to rectify this I've raised a case to our support teams.
As soon as they've made the necessary changes, you'll need to perform a factory reset on your Sure Signal to ensure it re-syncs with the system. I'll email you to let you know when to do this.
George
eForum Team


13/09/10
Good afternoon Sue

Thanks for your email, I have now forwarded your issue to our network team so the SAC can be changed from 14623 (not on the data base) to 18073 (on the database).
Please note that the current turn around time is up to 5 days, however I will be able to notify you as soon as this has been done.
Thanks
Reidar


21/09/10
Hi Sue,
Thank you for your email. As Reidar isn't in the office, I've taken a look into this for you. Having checked our Sure Signal admin system, it looks like the SAC change has been actioned which should fix your issue.
To ensure that your Sure Signal is synced up with the system correctly, you'll just need to perform a factory reset as follows:
-Hold down the reset button and unplug the power cable
-Wait roughly 10 seconds with the button still held down
-Plug the cable back in and then release the button when the lights come on
If you require any further assistance then don't hesitate to ask.
07/04/11

Hi Susan,
Thank you for your email. I've checked on this for you and can see that the SAC information for your Sure Signal is incorrect. As such, I've raised a case to our support team for this to be rectified.
Once the change has been made, you'll just need to perform a factory reset to ensure your Sure Signal re-syncs with the server. I'll email you to advise when to do this.
Kind Regards,
George
eForum Team
15/04/11

Hi Susan,
I've had word back from our support team that the necessary changes have been made to resolve your outgoing calls issue.
In order to ensure your Sure Signal syncs with the server correctly, please perform a factory reset as follows:
-Hold down the reset button and unplug the power cable
-Keep the button held down and wait 10 seconds
-Plug the cable back in and then release the button once the lights come back on
If you do need any further assistance, then don't hesitate to ask.
George
eForum Team


16/04/11

 
Hi Sue,
Thanks for your email back here.
I'm not sure that exactly happened here as faults sometimes occur, however as George has mentioned, the necessary steps have now been taken to resolve the issue.
I'm afraid I wouldn't be able to offer any compensation for this as the rest of our mobile network was in full working order, meaning you could still use your phone in other locations.
Thanks
Wayne




Hi Sue,
Thanks for your email.
I can assure you that I am not trying to pretend that nothing happened. There was a fault, which we fixed. As I mentioned in my last email, sometimes faults happen, even if nothing is changed things can go wrong. We have now fixed this issue and things are now back up and running for you.
I'm sure you will not have any further issues
Thanks
Wayne
 


Date: Thu, 28 Jul 2011 12:18:53 +0000
From: customer.care@help.vodafone.co.uk
To: susiebwilk@
Subject: RE: No Subject [#7012814]


Hello Sue,
Thank you for contacting Vodafone customer support with regard to Suresignal problem.
I recommend you to visit the nearest Vodafone so that they can check the device and provide you with the appropriate solution.
Alternatively, you can call the Vodafone sure signal team as they would be the best contact person to resolve your query.
Please call them on 08454 402104.
I trust this helps.
Regards,                
 
Rahul (surname removed for security)                            
Vodafone Customer Services
 

[Retired-Trev]

Hi susiebwilk.

You are again connected to the incorrect SAC (Service Area Code) and it's this that will be affecting your outgoing calls. I already have your details, so I have raised this with our engineers to be rectified.

As soon as this is resolved I will contact you immediately.

Trev

[susiebwilk]

How many more times is this going to happen?

Since this is a repeating incident, it is a problem. When will it be fixed properly?

[susiebwilk]

Any news on when this will be done, please?

[Retired-Trev]

Hi susiebwilk.

The SAC has now been updated correctly.

Can you now please factory reset your device as shown below:

• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• The Sure Signal will come online in around 1 hour.

Let me know if you've still any issues.

Trev

[susiebwilk]

Still no joy, I'm afraid. Any ideas?

[Retired-Wayne]

Hi susiebwilk

Thanks for letting us know, I’m sorry to hear that this still isn’t sorted for you. I’ll have a word with George (Our resident Sure Signal expert) and get this chased for you.

Either myself or George will get back to you as soon as possible.

Thanks

Wayne