‘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

[nefu]

Hi

I'm having exactly the same problem with the SureSignal (v1)

Had it for a few months and working fine but all of a sudden my iPhone 4 won't make outbound calls and I just get the 'call failed' error every time.

I have very poor signal in my home (hence the reason for buying the VSS) although I do get an intermittent 1 bar of signal.

Having read some posts on other sites I switched off the 3G on my phone (so making the VSS redundant) and when I do get a bar of signal....the phone DOES then make a call ok. Therefore I can only assume that the issue is with the VSS.

Just to add - with VSS on I can recieve calls ok and both send and receive iMessages, regular texts and email.

I haven't been able to make any calls for nearly a week now which is very frustrating.

Could you please advise?

Test results are as follows:

SPEED TEST RESULTS:

Download speed 1.89Mbps

Upload Speed 0.36Mbps

PING TEST RESULTS:

Packet Loss 0%

Ping 26ms

Jitter 2ms

EXTERNAL IP ADDRESS:

IP Address 46.208.112.251

IPV6 Address ffff:2ed0:70fb

RESULTS OF TRACEROUTE:

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1     1 ms     1 ms     1 ms  dsldevice.lan [192.168.1.254]

  2    31 ms    30 ms    32 ms  lo0-central10.ptn-ag02.plus.net [195.166.128.191

]

  3    24 ms    24 ms    24 ms  link-a-central10.ptn-gw01.plus.net [212.159.2.13

2]

  4    23 ms    50 ms    23 ms  xe-1-2-0.ptw-cr01.plus.net [212.159.0.112]

  5    25 ms    30 ms    34 ms  te-4-2.car5.London1.Level3.net [217.163.45.249]

  6    24 ms    23 ms    23 ms  ae-51-51.csw1.London1.Level3.net [4.69.139.88]

  7    22 ms    25 ms    23 ms  ae-115-3501.edge3.London1.Level3.net [4.69.166.1

30]

  8    24 ms    26 ms    24 ms  CABLE-WIREL.edge3.London1.Level3.net [195.50.124

.26]

  9    24 ms    23 ms    24 ms  195.2.30.61

 10     *        *        *     Request timed out.

 11     *        *        *     Request timed out.

 12     *        *        *     Request timed out.

 13     *        *        *     Request timed out.

 14     *        *        *     Request timed out.

 15     *        *        *     Request timed out.

 16     *        *        *     Request timed out.

Vodafone SS (v1) SERIAL NUMBER

21224463634

Your swift help would be hugely appreciated

Thanks

[nefu]

Hi

I'm having exactly the same problem with the SureSignal (v1)

Had it for a few months and working fine but all of a sudden my iPhone 4 won't make outbound calls and I just get the 'call failed' error every time.

I have very poor signal in my home (hence the reason for buying the VSS) although I do get an intermittent 1 bar of signal.

Having read some posts on other sites I switched off the 3G on my phone (so making the VSS redundant) and when I do get a bar of signal....the phone DOES then make a call ok. Therefore I can only assume that the issue is with the VSS.

Just to add - with VSS on I can recieve calls ok and both send and receive iMessages, regular texts and email.

I haven't been able to make any calls for nearly a week now which is very frustrating.

Could you please advise?

Test results are as follows:

SPEED TEST RESULTS:

Download speed 1.89Mbps

Upload Speed 0.36Mbps

PING TEST RESULTS:

Packet Loss 0%

Ping 26ms

Jitter 2ms

EXTERNAL IP ADDRESS:

IP Address 46.208.112.251

IPV6 Address ffff:2ed0:70fb

RESULTS OF TRACEROUTE:

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1     1 ms     1 ms     1 ms  dsldevice.lan [192.168.1.254]

  2    31 ms    30 ms    32 ms  lo0-central10.ptn-ag02.plus.net [195.166.128.191

]

  3    24 ms    24 ms    24 ms  link-a-central10.ptn-gw01.plus.net [212.159.2.13

2]

  4    23 ms    50 ms    23 ms  xe-1-2-0.ptw-cr01.plus.net [212.159.0.112]

  5    25 ms    30 ms    34 ms  te-4-2.car5.London1.Level3.net [217.163.45.249]

  6    24 ms    23 ms    23 ms  ae-51-51.csw1.London1.Level3.net [4.69.139.88]

  7    22 ms    25 ms    23 ms  ae-115-3501.edge3.London1.Level3.net [4.69.166.1

30]

  8    24 ms    26 ms    24 ms  CABLE-WIREL.edge3.London1.Level3.net [195.50.124

.26]

  9    24 ms    23 ms    24 ms  195.2.30.61

 10     *        *        *     Request timed out.

 11     *        *        *     Request timed out.

 12     *        *        *     Request timed out.

 13     *        *        *     Request timed out.

 14     *        *        *     Request timed out.

 15     *        *        *     Request timed out.

 16     *        *        *     Request timed out.

Vodafone SS (v1) SERIAL NUMBER

21224463634

Your swift help would be hugely appreciated

Thanks

[rud]

I am experiencing this problem now. I've tried resetting my v2 box twice with no success.

[AndrewSwaffer]

Hello - I have just replaced my version 2 SS with a new version 3 device because I cannot make outbound calls ('Call Failed') but it makes no difference.  Something must be wrong in the network - Haywards Heath has just got 4G: is it possible that change has interferred with the Sure Signal service?  The SS (v2) stopped working on 28-Apr-14.  Text in/out and inbound calls unaffected.  What is happening VF?

[rugycat]

Hi,
I have this issue since changing broadband supplier to bt from Orange, it all worked fine before but now won't make outgoing calls. Customer services have reset stuff their end and it still doesn't work. I have done what I can but it still doesn't work.
What next?
Steve

[rud]

How did you find out my serial number?

[nefu]

Pardon?

Thats the serial number on the back of my SureSignal

[rud]

I was talking to daveCD

[AWallace]

I have a Sure Signal version 3 and am currently experiencing problems with calling out via the plug in unit.

I have resett the unit as suggested and still the problem remains. 

Can you check that the MSC holds the SAC for my area as suggested.

Regards

Andy

[AWallace]

S. No 40131140614

[Retired-James]

Hi Everyone,

@alex_vdm – As everything looks fine, I’ve passed your serial number over to our support teams who will be able to get this raised for you.

@nefu – I can see that your registration is showing as having a location move detected which could be causing the problem.

I’ve updated this for you now, please perform a factory reset and let me know how you get on.

@rud – You can find the serial number on the box or on the sticker on the back of the Sure Signal.

@AWallace – I’ve also passed your serial number over to our support teams to be added onto the investigation.

James