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Jenny
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:
- Hold in the reset button until all lights go solid
- Pull the power lead out with the reset button still pushed in
- Continue to hold down the reset button and reconnect the power lead
- Wait for all lights to come on and then release the reset button
For version 3:
- Locate the button on the base of the box next to the Ethernet ports.
- Press and hold the button for approximately 30 seconds.
- 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
Hi tarickk.
The first thing I would try, would be to remove the numbers from your Sure Signal in the administration services, reset the Sure Signal and re-add them.
This is usualyy required when a SIM change is done.
If that fails to work, please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.
Your speed test results from here.
Your ping test results from here.
Your external IP address from here.
The results of a traceroute.
Your Sure Signal serial number:
VSS Traceroute command
On a PC:
Click on Start and select Run
Type CMD into the Run box and press enter/click ok
A black box will appear.
In this box type tracert 212.183.133.177 press Enter
Paste the output of this command into your reply.
This will help us get the quickest possible resolution for you.
Thanks
DaveCD
Hi dserazet,
Your speed test, ping test and traceroute are fine.
Your IP address is on our whitelist, so no problems there either.
Can you confirm that you’ve got all the following ports open/forwarded on your router:
Port Number
8 TCP UDP
50 TCP UDP
53 TCP UDP
67 UDP
68 UDP
123 UDP
500 UDP
1723 TCP UDP
4500 UDP
33434 - 33445 UDP
If they are, try the Sure Signal at a different location such as a friend or family member.
Let me know how you get on.
Thanks,
Andy
Hi cwwalsall,
Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.
Your speed test results from here.
Your ping test results from here.
Your external IP address from here.
The results of a traceroute.
Your Sure Signal serial number:
VSS Traceroute command
On a PC:
Click on Start and select Run
Type CMD into the Run box and press enter/click ok
A black box will appear.
In this box type tracert 212.183.133.177 press Enter
Paste the output of this command into your reply.
This will help us get the quickest possible resolution for you.
Thanks,
Matt B
Hi cwwalsall,
Thanks for supplying that information.
I'm going to resync the Sure Signal for you.
I've done a resync, so can you try resetting the Sure Signal box for me?
- Locate the button on the base of the box next to the Ethernet ports.
- Press and hold the button for approximately 30 seconds.
- Once the lights come back on, release the button.
- The Sure Signal will come online in around 1 hour.
If that doesn't work, can you check the lights by the Ethernet ports for me on the Sure Signal. These should either be lit or flashing. If they're not, try an alternate cable or plugging the cable into different physical ports on the router.
Thanks.
Ian
