‘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

[spikety]

Hi Rodney, 

Thanks for your message - I'd already done a hard reset a couple of times with no effect. I've just done it again and restarted my phone and I still get call failed on outbound calls. Inbound calls are fine.

Please can you suggest what next?

Regards,

Tim

[Retired-Kay]

Hi @spikety,

Take a look here for how to get in touch so that we can help further. 

Thanks, 

Kay

[spikety]

Hi Kay, 

I responded early last week as requested but have heard nothing further - please can you advise?

Regards,

Tim 

[Retired-Rodney]

Hi @spikety, 

What’s the email reference you received in the auto reply (It looks like #9123456)?

Once we've received this, I'll ensure your email is followed up.

Thanks,

Rodney 

[spikety]

Hi Rodney, 

The reply reference was #9291362.

My phone is provided by my employer but I bought the SureSignal myself.

Thanks,

Tim

[gavin-oc]

Hello,

I have reset the Sure Signal device a couple of times now and still cannot make calls (incoming works no problem). As I live in the "3%" I have no Vodafone UK signal (EE & O2 UK are fine), my only Vodafone signal is coming from Vodaone Ireland (the mast is approx. 5 miles across the border from where I live). Would this have anything to do with it - as in you can't identify where I live and so won't allow outgoing calls ?

Regards

Gavin

[Retired-Rodney]

Hi @gavin-oc,

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

Rodney

[gavin-oc]

Hi Rodney,

Speed test result is here  http://www.speedtest.net/my-result/4121846325

Pingtest result is here http://www.pingtest.net/result/116563277.png

External IP is 81.174.143.151

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  192.168.9.1
  2    84 ms    35 ms    35 ms  lo0-central10.ptw-ag01.plus.net [195.166.128.195]
  3    35 ms    34 ms    34 ms  link-a-central10.ptw-gw01.plus.net [212.159.2.144]
  4    34 ms    34 ms    34 ms  xe-4-2-0.ptw-cr01.plus.net [212.159.0.240]
  5    39 ms    35 ms    35 ms  lndgw2.arcor-ip.net [195.66.224.124]
  6    36 ms    36 ms    36 ms  85.205.0.86
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 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.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete.

Sure Signal s/n is 40133879508

Thanks

Gavin

[Retired-Simon]

Hi @spikety

I can see that Laura replied to your email on 28 January and we’ve not received anything from you since.

Hi @gavin-oc

Are you able to pick up service from the Vodafone Ireland cell site?

If so, you’ll be eligible for Ireland Plus if you live that close to the border.

Your incoming and outgoing calls should be handled by the same cell, whether phone mast or Sure Signal, so this shouldn’t be an issue.

To sort the outgoing call error issue, I’ve sent you a private message with details of how to contact us here. 

Thanks,

Simon

[gavin-oc]

Yes, I have the Ireland Plus. However I've given up trying to get my voicemails working when roaming as it constantly locks me out whenever I try it (hence rather than travel 15 miles to get a UK signal I'd prefer to get the Sure Signal working).

Cheers

Gavin