‘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

[peter1979]

Hi Dave,

I have done the above but still experiencing the same issues. Please advise.

Also on 02/12/2014 I called 191 and after half an hour on the phone/on hold with an customer services representative I was told that Vodafone is aware of problems with sure signal in my area and  that these issues would be resolved within 24 hours and that I would get a text message notifying of this. So far I have not received a text and the issues are still outstanding. The ticket number is IND01331372524

[Retired-Kay]

Hi peter1979, 

Your Sure Signal is having issues contacting us, which is why you're experiencing these issues. 

Please try it at a different location (such as a friend/family members) so that we can determine where the fault lies. 

Thanks, 

Kay

[peter1979]

Hi.

Just to confirm what you are suggesting is that I 1. take time off work / give up my weekend, 2. ask a friend if I can change their router settings, 3. set up fixed IPs, port forwarding and 4. sit and wait if I can make and receive calls? I'm sorry, but this is not an option. I really hope that you have a better suggestion than that.

Also can you please follow up on the statement of the customer services representative concerning the fact that there were known issues in my area? Please look up the call details in the case number I provided in my earlier comment. So far I have not received a text message.

I would appreciate a faster response this time - 3 days is just not good enough. I need to make and receive personal and more importantly work related calls and it's very embarassing that my calls keep disconnecting in the middle of a teleconference...

In the meantime I'll raise a complaint.

Thank you

[Retired-Matt_B]

Hi peter1979,

You don't need to change the ports, these are steps that can help if the connection isn't getting established.

By plugging the Sure Signal in at a different property, it helps us isolate where the problem lies.

It's unlikely a local network issue would affect your Sure Signal, however you can check for known problems here.

Thanks, 

Matt B

[jona]

Hello

the sure signal is still not working properly. I have sent you all the data you requested.

could you please advise? making calls from home they keep getting cut off.

Nothing changed with our set up and neither my partner or I can make calls properly

Please advise.

I have just changed my phone to an Iphone 5c but please understand that the problem was an issue long before this

Thanks

Jon

[Jenny]

Hi @jona

As previously advised, some of the steps in your traceroute are far too high - this points towards latency on your internet connection.

You need to contact Virgin to discuss this further.

Thanks,

Jenny

[spikety]

Hi I have had the same issue for some time now. I've reset the box a few times (SureSignal V3) to no avail. Inbound calls and data are fine, outbound call fail.

I'd be grateful if you could advise how to address this.

Many Thanks,

Tim

[Retired-Simon]

Hi @spikety

Please could I have your Sure Signal serial number?

Thanks,

Simon

[spikety]

Hi Simon, 

It's 40131579704

Thanks,

Tim

[Retired-Rodney]

Hi @spikety 

It shows that your Sure Signal is running smoothly.

In this case, I'll recommend that you process a hard reset on you Sure Signal.

To do this:

1. Hold the reset button down for 30 seconds
2. Wait for lights to normalise.
3. Reset your handset

Thanks,

Rodney