‘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

[Retired-Dave]

Hi vince2k7,

Thanks for posting that - We cannot handle queries by PM, so we'd have been unable to pick this up from the PM to Matt.

The details you've posted all; seem OK, but I did notice when checking the system at our end that we had picked up a Sure Signal location change - either physical or virtual - around the time of the initial post. 

This could indicate something which needs addressing, so I have performed a resync of your Sure Signal. Can you carry out a reset of your Sure Signal box for me so this can pick up?

For v1 or v2 boxes:

• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• The Sure Signal will come online in around 1 hour.

For plug-in version:

• Locate the reset button on the bottom of the box next to the Ethernet ports
• Hold down the reset button until all the lights go out (about 30 seconds)
• Release the reset button.
• The Sure Signal will come online in around 1 hour.

If this doesn't work then this may require a SAC change at our end, but this does need to be sorted as well to clear up any issues it may cause.

Dave

[vince2k7]

Thanks for the reply Dave.

The location change did indeed happen last week (changed floor level in my house) but the issue with the Sure Signal unable to handle calls out has happened for weeks prior to that.

The box has been reset many times already to try to fix the issue (prior and post the change of location), so I am doubtful that this will make any change this time again and it does indeed seem that my Sure Signal requires a SAC change.

Since I am currently at work, and to avoid waiting any longer, could you please do this change straight-away?

Many thanks

Vincent

[Retired-Lee]

Hi there vince2k7,

If it were that easy I'd do it in a flash.

Unfortunately we need some account details from you so 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,

LeeH

[vince2k7]

Just to let you know that this issue has now been solved after the second SAC change.

Many thanks for your help.

Vince

[sjwalder]

Since last night I have been experiencing a problem with my Sure Signal. There are two phones registered to it which both exhibit the same fault. Signal strength on the handsets is fine, but both get a Call Failed when trying to make a call. Additionally, an incoming call will ring the phone for a fraction of a second, and then disconnect.

The system light is on steadily. When I unlock the iPhone and the home screen appears, the phone light on the Sure Signal comes on. If I then attempt to make a call, the phone light goes out as soon as it starts to dial.

I've followed the troubleshooting steps, performing a reset of the Sure Signal but suffer the same symptoms. I've rebooted my ADSL router and checked with my ISP that they see no issues on my broadband connection. All other devices in the house can access the internet with no problem.

I have also re-verified the postcode to which the Sure Signal is registered through my online account.

Results from the tests asked for in this thread are as follows:-

D/L: 5.99Mbps
U/L: 0.94Mbps

Ping: 24ms

IP: 212.159.120.246

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  192.168.20.1
  2    24 ms    36 ms    25 ms  lo0-central10.pcl-ag06.plus.net [195.166.128.187]
  3    23 ms    22 ms    23 ms  link4-central10.pcl-gw02.plus.net [84.93.249.166]
  4    22 ms    22 ms    22 ms  xe-8-2-0.pcl-cr02.plus.net [212.159.1.10]
  5    23 ms    49 ms    22 ms  ae1.ptw-cr02.plus.net [195.166.129.2]
  6    22 ms    22 ms    22 ms  ae2.ptw-cr01.plus.net [195.166.129.4]
  7    23 ms    24 ms    26 ms  LNDGW2.arcor-ip.net [195.66.224.124]
  8    24 ms    23 ms    24 ms  85.205.116.14
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.

Sure Signal Serial No: 40123554392

If someone could take a look at this issue and come back to me with a resolution as soon as possible, it would be most appreciated.

Simon

[Retired-Kay]

Hi Simon, 

Thank you for supplying the information, everything you've provided looks how it should do. 

We need to rule out a fault with the Sure Signal itself. Can you please test it at a different location and let us know whether it has worked or not? If you experience the same issue then we'll look to get it repaired for you. 

I look forward to hearing from you shortly. 

Kay

[maddad]

Hi for the past week i seem to have the problem for any phone connected to VSS

my Serial number: 40123267169

Internet speeds are fine and we are on virgin media

ive had the VSS resynced various times but although it is connected ( all lights on old and new VSS indicated fine) no phone is able to make calls

External IP: 94.169.132.12

Here is the trace route output

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  192.168.2.1
 2     8 ms     9 ms     7 ms  10.84.0.1
 3    10 ms    12 ms     9 ms  croy-core-1a-v600.network.virginmedia.net [81.96
.229.2]
 4    10 ms     8 ms    13 ms  croy-core-2a-ae2-0.network.virginmedia.net [195.
182.178.82]
 5    12 ms    13 ms     9 ms  brnt-bb-1a-ae9-0.network.virginmedia.net [81.96.
226.1]
 6    10 ms    10 ms     8 ms  brnt-bb-1c-ae0-0.network.virginmedia.net [62.253
.174.30]
 7    13 ms    42 ms    14 ms  brhm-bb-1c-ae8-0.network.virginmedia.net [62.253
.174.126]
 8    20 ms    26 ms    19 ms  tcl5-ic-2-ae0-0.network.virginmedia.net [212.250
.15.210]
 9    17 ms    19 ms    19 ms  LNDGW2.arcor-ip.net [195.66.224.124]
10    21 ms    18 ms    16 ms  85.205.116.6
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.

[Jenny]

Hi maddad,

I’ve already replied to your other post here.

To avoid any duplication, please reply on your other thread.

Thanks,

Jenny

[Snoble24]

I have version 2 sure signal. My power light and signal light are on solid. I have changed phone to a Samsung galaxy mini on Saturday but had to change is card to a larger sim as my old phone had a mini sim. Later on Saturday and Sunday I kept having error messages telling me I had no network signal. Contacted Vodafone who ran through checks and told me problem was with SIM card. I went to a Vodafone shop and changed SIM card yesterday and I still had same problems this morning so we called Vodafone again who ran through more checks and then told me to reset sure signal as it may be that which is faulty. I waited allotted time but still have same error on phone. I have contacted help desk via twitter who ran through a few other things and phone worked for 5 mins then same issue started again. They then advised me to post on here to see if someone here could help. I am at the end of my tether with this fault.

[Retired-Kay]

Hi Snoble24, 

Can you confirm the error is with making calls? Are you able to receive, send texts and browse the Internet?

If so, please follow the instructions in the private message I've just sent you. Once we have your email a member of the team will be in touch to help further.

You can find your PM inbox here.

mbookham, Can you let me know the email reference from the auto response so that I can check it has been received? 

Thanks, 

Kay