‘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 Guys,

Thanks for your posts here.

So that we can look at the possible SAC issues on the Sure signals for you I have sent you both a quick PM, please follow the instructions on the PM and one of the team can look into this and raise the request if required.

You can find your PM inbox here.

James

[DaveMB]

Hi,

I have the "call failed" problem, in fact its been like this for months and previously I just gave up and turned it off, but I thought I'd give it one more go at getting it fixed before I throw it away.  I have been through the troubleshooting guide, but the fault is unchanged.

Please do your magic!

Thanks

Dave

[Retired-James]

Hey DaveMB,

To be honest it does sound like you have an issue with the SAC (Service Area Code) that the Sure Signal is using.

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

You can find your PM inbox here.

James

[Retired-Dave]

Hi DaveMB,

We’ve now received confirmation that the SAC change requested for your Sure Signal has been completed.

To ensure your Sure Signal box picks this up, can you please perform a factory reset for me?

• 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.

Once this has been completed, let us know if the issue continues.

Dave

[welshcuriosity]

I've for the SAC problem as well

Please work your magic and fix my box - serial number: 21196945790

[Retired-Lee]

Hello welshcuriosity,

Thanks for your post. I'm afraid we can't work our magic till you've completed security

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

Cheers,

LeeH

[welshcuriosity]

Since you guys did whatever you did to allow me to make calls, when ever I'm connected through the Sure Signal, location services on my phone thinks I'm in Plymouth!

Can you please move me back to Cardiff?

[FelixDaHousecat]

i wouldnt recommend using location services over the mobile network if its a vss providing the signal.

a sac change updates their database and allows the outbound calls. unfortunately sacs are tied to msc's and there are on,y about 6 of them in the uk so if that sac is on an msc that is in plymouth then it cant be changed without risking losing ob calls again.

use location over wifi anyway.....its much more accurate

fdh

[welshcuriosity]

Wish I could, but the app seems to take the mobile network's location by default over wifi - it's understanable why as the network should be more accurate.

If this can't be changed then I'm gonna have to stop using the Sure Signal, go back to having no coverage and move networks when my contract is up

[FelixDaHousecat]

location services over the standard mobile network, when ive used them at home, are far less accurate than wifi. if i turn wifi off then im positioned at a mast thats about half a mile away. using location services over wifi puts me bang on where my house is.

of course, its your call but if you turn the vss off then youll not get location OR signal.

fdh