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 Joe33,
Thanks for getting back to us.
If the account holder has now added you as having authority then please complete the contact us form as per the private message that Paul sent.
Mbookham, I can see that we asked you to email us in one of the above posts. Was this not resolve via email?
If not, please I’ve sent you another PM, please follow the instructions on the PM and one of our team will be able to take a look at your issue in more detail.
Thanks,
Jenny
Hi lesleytalbot,
A Sure Signal device is designed to give you 3G signal where there is none. Any devices that you connect to the Sure Signal have to be 3G compatible and you have to have 3G turned on for it to work. If the phone isn't 3G capable then it won't work with a Sure Signal I'm afraid.
Thanks,
Phil
Hi lesleytalbot,
Unfortunately the only way to get a signal via none 3G handsets is through the mobile network.
If you are having trouble picking up 2G signal in your area, please take a look at our troubleshooting guide.
James
Hi
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
Moderator
Hi vincent,
Matt isn’t in the office at the moment so please can you post the details on the forum and we’ll be able to help further.
Thanks,
Jenny
