‘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

[mbookham]

How do I go about getting a refund, I'm fed up with the hassle.

[Retired-James]

Hi mbookham,

If you reply to our last email we will be able to look into this for you.

James

[mbookham]

James,

I have replied to the last email that I have received as requested.

[amehackett]

Hello

We've had a working SureSignal for a while but recently it appears to have stopped working. Yesterday we added a new handset to it, and its picking up full 3G signal. I've been through the troubleshooting guide, and the issue is my Sony Xperia Z phone connects with full 3G signal, then you try to make a call and the connection drops.

I have reset the SureSignal, ensured all the correct ports are open on our router, run pathping with no packets lost.

The SureSignal Serial Number is 40120556739.

What do we need to do to get this resolved ?

Thanks!

[Ben_H]

Hi amehackett,

Thanks for posting. So we can get all of the information required, could you follow this guide and post the template requested back here once you get as far as you can?

Cheers, Ben

[mbookham]

Still no contact from the Vodafone team after my posts on the 6 & 7th March?

I have sent yet another message from www.vodafone.co.uk/contactus as requested in previous PM's.

Please send me details on when Vodafone will collect the Sure Signal at no cost to me and arrange a refund with 14 days.

You have charged me for an item that has never worked and I have spent many hours trying to getting working. This is appalling service.

[Retired-Andy]

Hi mbookham,

I’ve checked for emails from your eForum registered email address and can see we’ve replied to you this afternoon. If there are still any outstanding issues you’d like us to address, please reply to that email and we’ll be in touch.

Thanks

Andrew

[mbookham]

Andrew,

I have not received any email from Vodafone, either to the email address in the eForum settings or as a PM to the eForum account.

Please make contact.

[commandomark]

Hi

I have a SS1. It has worked fairly faultlessly for ages. Today i have found i cannot make or receive calls.

I spoke with a family member whom has experienced the same issue. They pointed me towards here. 

I have read the entitre thread and have reset my SS twice today to no avail.

i live in a rural area and rely on the SS.

My device ID id 21229599432.

I am lead to belive it is an issue with the SAC?

Many thanks

Mark

[Retired-Andy]

Hi commandomark,

Checking your serial number, I can see it connected to our servers at 21:54 last night and that you’ve successfully forced a resync today. Are you now able to make and receive calls? If not, then we’ll need to investigate further so I’ve just sent you a PM.

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.

If you can follow the details in the PM, we’ll be in touch as soon as we can.

Hi mbookham,

I’m sorry to hear that. I’ve done some digging and managed to get the email resent to you.

Thanks

Andrew