Ask
Reply
Solution
- last edited on by
.png "Moderator (Retired)"){kind=icon}
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 everyone
Thank you for your posts.:smileyhappy:
I understand that we rely more on our devices and when this is compromised it is frustrating, please can you let me know if you are still experiencing difficulties after a factory reset.
Hi chrisayres
Thank you for your post and a very warm welcome to the eForum.:smileyhappy:
I have checked the serial number and can see you have connected recently, please can you let me know if you are still experiencing these issues?
If you are can you post the following results to this thread?
Traceroute.
- On a PC / Laptop :
- 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.
Many Thanks
DaveCD
eForum Team
Hi chrisayres
Thank you for your post and the additional information.:smileyhappy:
All the results look present and correct so this would appear to be a Service Area Code (SAC) issue, so we can get this rectified please follow the Private Message I have sent to you, once we have your response either myself or one of the team will be in touch as soon as we can.
You can find your PM inbox here.
Many Thanks
DaveCD
eForum Team
