‘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-James]

Hi Robmulleady,

Thanks for your post here and welcome to the eForum from all of the team.

To be honest this sounds like a SAC/LAC issue which is to do with the setup and the location of the Sure Signal.

So that we can get this updated for you we will need access to your account.

I have sent you a quick PM, please follow the instructions on the PM and one of the team will be able to get this raised for you.

You can find your PM inbox here.

James

[BLKWSL]

Hi. First post. Pretty stressed!

Like many others, I can't make outgoing calls. They drop out before the 1st ring even finishes.

Have followed ALL troubleshooting and have even had SS box re-synced, but still problem persists.

Sending/Receiving txt msg's not a problem. Receiving calls is fine and dandy....But outgoing calls? Nope!

My postcode is N4, London. Can't see that there is maintenance in my area. Would like this sorted ASAP.

Thanks,

Sam

[Retired-Dave]

Hi BLKWSL,

As with James' last response here, this sounds like a SAC issue. I'll pop you a PM so we can look to get this sorted for you.

You can find your PM inbox here. If you can't access this link, please ensure that the box next to "Turn on private messages" is ticked on this page, and let us know if you need any further assistance.

Dave

[yorkieboy762]

Just over a month ago my sure signal wouldn't let me make outbound calls i can receive calls and send & receive text messages, after numerous phone calls  to vodafone to resolve the problem trying almost everything from changing the ss box and two new phones the problem still exists. so far i've tried port fowarding, hard resets, had a new router, checked the broadband speed, set my phone to 3G only checked my details are correct, is there anything else i can try to get it working correctly.

[DaveCD]

Hi yorkieboy762

Thank you for your post and it is great to see you again.:smileyhappy:

As above this sounds like a SAC issue and so we can investigate this for you and make any appropriate changes please follow the Private Message I have sent to you, once we have your response either myself or one of the team will be in touch as soon as we can.

You can find your PM inbox here.

Many Thanks

DaveCD
eForum Team

[mbookham]

I have never been able to make an outbound call whilst connected to my SS. I have the newer version and the lights show my phone connects, but the outbound call is dropped straight away on my mobile phone.

Please check this out.

[kangaroos3]

Hi our IT guy has finally got the sure signal up and running (had to give it an IP address so it would be recognised by our server) but now none of the iphones seem to pick up a signal and in fact my phone which had a pretty good signal before (it was the guys in the back office that had less of a signal).  My phone is now constantly searching.  Can you please check that the MSC has the SAC for this area?

[Wes_L]

i have the same problem. I can receive incoming call and data is ok but cannot make outgoing calls. Please help.

[Retired-Lee]

Hey guys,

Thanks for your posts.

I've sent a PM to mbookham and Wes_L which can be accessed here. If you could both follow the instructions in the PM and send us your details one of the team will be with you as soon as they can.

@ kangaroos3 - Can you confirm that all other services work and that it's just outbound calls that are failing? You see, only making calls would fail if the SAC wasn't in the MSC. All other services would be fine.

I have a feeling you are affected by another issue. What lights are on, on the VSS? Has the problem only occurred since you changed the IP address/range? If so then can you confirm if that IP is private or public? If it's private then we've no way to verify that IP and therefore the VSS will not work.

Cheers,

LeeH

[tigermoth]

Hi Tech Team,

Same issue for me getting the message congestion and call ends.

Postcode is N6 5NY, London.

serial number 40123508968

I have tried all the reset suggestions but to no avail, phone has been switched off/on and still no difference.  Using Blackberry Bold 9790.

Speed test / ping test all results are proving to be positive.

Please help me ASAP

Rob