‘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

[Ben_H]

Hi jmax, 

We'll be happy to help diagnose this with you too. If you'd like to perform a speedtest the next time it you're struggling, we'll have a look.

Cheers, Ben

[X22MAC]

Hi Vodafone,

I am getting the same problem as many others in this thread, everything works fine except making outbound calls. Could someone please PM me so that I can provide my details and get my SAC updated?

Kind regards,
X22

[Retired-James]

Hi X22MAC,

A PM is on its way to you now, please follow the instructions on the PM and one of the team can get the request raised for you to have the SAC updated.

You can find your PM inbox here.

James

[jmax]

I can confirm that when this has occured, there's been no problem with my broadband speed, becuase everything else I use has been working fine.  I have BT Infinity and consistantly get > 70 megabits when I run Speed Test.

It takes a reset of the Sure Signal to fix things, not a reset of my broadband router.

[Joe33]

Hi, Please can you check that LE67 2RN is in your SAC database?

Thanks,

Joe

[Retired-PaulE]

Hi Joe33, 

We can't get that information from your postcode I'm afraid, there's a bit more detail that we'll need so I've sent you a PM.

follow the instructions on contacting us and we'll be in touch as soon as we can.

You can find your PM inbox here

Paul

[Joe33]

I cannot follow the instructions in the PM as I do not have a personal Vodafone account.

The phone is a company phone and not my own.

My VSS V3 box was set up manually over the phone with your contact centre for this reason.

I keep getting texts asking me to verify my post code through my account which I can't.

The VSS is cutting off around 30 seconds into any call. It als cuts off during downloads e.g.speedtest.net

All the lights go off and the red power light flashes with the first light on steady orange. This then clears to normal operation after about 10 minutes.

Please advise

[Retired-Dave]

Hi Joe33,

If the Sure Signal is registered as owned by a company number, then we can only speak with on act on requests from someone approved on the account.

If you are not currently approved, then would you be able to arrange for whoever has the authorisation to give you access with regards to your Sure Signal?

As PaulE mentioned, we cannot confirm if there are any SAC issues or arrange changes from the postcode only.

Dave

[Joe33]

Ok, I am approved. I managed to create an account to manage my VSS under my number. The system would not let me do this before so I can only assume there was a fault that has now been sorted.

What other information do you need?

[mbookham]

Hello,

I still have a problem, I have posted my issue several times and had conversations with the support team but when I try and make outgoing calls, the phone rings once at mobile and landline and then instantly drops.

Please can this be sorted?