‘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

[4michaej]

Hi Lee

Myself and my girlfriend are both experiencing this issue on our iphones (3gs and 4). Here was my forum post:

http://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/No-luck-with-Sure-Signal-yet/m-p/850953/highligh...

Please can you do what you need to in order to get the box working correctly?

The SureSignal serial number is 40111011603

Many thanks

John Michael

[Retired-Lee]

Hello Vikinghelga,

I've also performed the resync for you. Could you try the factory reset please?

Thanks,

Lee

eForum Team

[Retired-Lee]

Hi 4michaej,

I've also done the resync for you. Can you also let me know how you get on after performing a factory reset?

Cheers,

Lee

eForum Team

[mj78]

Performed a factory reset and no change in the situation.

Call failed each time I try and make an outbound call and calls made from my land line to my phone say it's switched off (when it isn't).

This only started just over a week ago for me and was working fine up until then. I'm a month away from contract renewal and if this is going to persist then will have no option but to port my number out (O2s 2G signal is better indoors than Vodafone).

I'm not fussed about data, but calls and texts are a pretty basic service (and the ones I use the most).

[Shell]

Ah. Not just us then! Please reset

Serial: 21230516722

[mj78]

Also want meant to say, the phone is showing full bars and signal, not sure about the incoming calls but when making a call, as soon as I press the 'call' button, the signal drops then cuts off (possibly causing the call failed).

This is on three handsets, a Bold 9900, iPhone 4 and a Nokia N8.

[Vikinghelga]

Did What you asked and so far so good all calls went through and received. Will keep you posted if problems continue. Thankyou for your help Lee

[Retired-Lee]

Hi shell,

I've just done the resync for you too. Please let me know how you get on after the factory reset.

Hi mj78,

Cheers for the update. As you can see, we have three confirmed resolutions so far. I am currently conversing with our support teams about a possible cause but until we know for definite, I can't share any information.

It's your call as to whether you leave us or not, but I'd really like you to stay.

If I get any further information, I'll be sure to share it here.

Cheers,

Lee

eForum Team

[ryodonovan]

So far so good.

I did the factor re-set as you instructed. So far no more "Call Failed" as of yet, and also tested to see how many went straight to voicemail. Yesterday 6 out of 10 calls were going directly to voicemail, tonight 0 out of 10 calls went straight to voicemail they all connected!!!

Whatever you guys have done, hopefully, it looks like you've fixed it!!!

[bgs264]

Hi Lee. Thanks for sorting it, it's fine for me now too.

Much appreciated

bgs264