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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
we have had this for a few weeks now. Got a new sure signal box thinking it was that and thats even worse. No signal 
Hi disappointed and teaston,
Please follow the instructions in my post above and post the information back here. Once we have this we'll be in a better position to help further.
Thanks,
Kay
Hi Guys,
Thanks for your posts.
If you are both still having issues with making outbound calls but inbound calls work fine when connected to the Sure Signal.
This issue is normally linked to either a service area code issue or a possible location area code issue.
So we can get these checked we will need a few details from you which can be sent to us from here.
James
Hi neutron01,
Thanks for the information. I’ve checked your IP address and it’s on our whitelist, so there’s no issue there.
You ping test results look fine as do your speedtest results and traceroute.
I’ve changed the registered postcode for the Sure Signal to a different one and then back to the original one to see if this resolves the issue for you.
To make sure that your Sure Signal is as up to date as possible, I’ve just resynced it for you.
To make sure it completes, can you do a factory reset for me:-
- Find the button on the base of the unit 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 come online in around one hour
Let me know how you go on.
Thanks,
Andrew
Hi neutron01,
Thanks for getting back with an update. We'll need to rule out any new restrictions by your ISP or a fault with the unit itself.
Could you test the Sure Signal on another internet connection for me and let me know if it comes up with the same message?
Cheers, Ben
