‘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

[ReViN]

Lee, are you able to offer me any assistance?

[Retired-Lee]

Hello ReViN,

Sure I can!

I'm sorry I missed your post!

I've sent you a PM which can be accessed here. If you could follow the instructions in the PM and send us your details one of the team will be with you as soon as they can.

Cheers,

Lee

[mbunkerlondon]

I have just been given a Sure Signal (new model) via work because my signal at home is so poor - everything seems to be working except I cant make outgoing calls and I get the Call Failed error.

I did call your call centre a week or so ago but no-one has called me back - please help!

Mark

[Retired-Simon]

Hi mbunkerlondon

Thanks for your post. This sounds like a SAC issue so we'll require access to your account to get this changed. I've sent a private message with details of how to contact us directly.

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 could also include your Sure Signal serial number in the e-mail that would be great.

Thanks

Simon

[davidm_uk]

I have not read through all 402 messages in this thread, but I have this problem (can't make outbound calls) and also can't receive inbound calls (phone rings very briefly then cuts out).

I'm getting fed up with this device now. s/n 40121483115. I started another thread too (sorry).

[Ben_H]

Hi folks,

I've been made aware that some Sure Signal users will need to restart their units after an upgrade that was performed yesterday/last night on 17th July. 

• Reboot your Router / Modem
Turn off your Router or Modem at the wall for 10 seconds, then turn it back on. Wait for the lights on your Modem/Router to indicate an internet connection has been established, and then press the Reset button on the Sure Signal.

• Factory Reset

Hold down the reset button until all the lights show (about 30 secs) keeping the reset button held down, remove then reinsert the power lead, once all lights display release the reset button. The Sure signal will come online in around 1 hour maximum.  

Please let me know if you're still experiencing issues after following these instructions.

Cheers, Ben

[wysbf2]

I too cannot make outgoing calls this morning, and I have tried rebooting my router and performing a factory reset of the SS box. Please advise what I should do next?

[SarahJB]

Same here....serial number 21222172310.

Getting a little fed up now!

[wysbf2]

My SS box is serial number 40120918343. Please advise.

Incidentally, I also noticed that aside from being unable to make outgoing calls, when I receive an incoming call I have a fraction of a second to pick up before the call goes to voicemail. This is not the behaviour I see when connected to the 'regular' VF network (i.e. not using SS).