I have a customer saying that they are getting reports from their customers that they're getting "number is no longer in service" errors when calling them. I checked Metaswitch SAS for a number that experienced this issue and we don't see any inbound attempts from that number. The call would have come in via a traditional TDM connection to a tandem. I reached out to the Primary contacts in NPAC for the originating caller (Comcast). They told me to bugger off and to have the end user call support. Did I make the wrong move? ----- Mike Hammett Intelligent Computing Solutions http://www.ics-il.com Midwest Internet Exchange http://www.midwest-ix.com
Apart from the "I ought to fix this, it just ain't right" instinct... The practical solution is for the caller to open a ticket with their provider. You'll go crazy trying to get to the big-carrier engineering team and to someone who knows how to investigate and solve the problem... unless they are lurking on this list.... I've pulled much hair trying to right telecom wrongs... and the type you are running into, is better delegated to the user/caller. (assuming you are 100% certain it isn't on your end) [image: Star Telecom - Cloud Communications and Customer Experience Solutions] <https://www.startelecom.ca/> *Ivan Kovacevic* *Co-Founder and VP Client Services* On Wed, Oct 27, 2021 at 3:12 PM Mike Hammett <voiceops at ics-il.net> wrote:
I have a customer saying that they are getting reports from their customers that they're getting "number is no longer in service" errors when calling them.
I checked Metaswitch SAS for a number that experienced this issue and we don't see any inbound attempts from that number. The call would have come in via a traditional TDM connection to a tandem.
I reached out to the Primary contacts in NPAC for the originating caller (Comcast). They told me to bugger off and to have the end user call support. Did I make the wrong move?
----- Mike Hammett Intelligent Computing Solutions http://www.ics-il.com
Midwest Internet Exchange http://www.midwest-ix.com
_______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
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Seconded.? If you are not a customer, most of the "big guys" won't even acknowledge your existence.? I've *occasionally* made some headway with reaching out to their porting contacts and very nicely asking them to pass the info to the translations team, but that's a very uncommon occurrence. Getting the calling party to open a completion issue ticket is the way forward.? Good luck, and godspeed... you're going to need it! On 10/27/2021 12:21 PM, Ivan Kovacevic wrote:
Apart from the "I ought to fix this, it just ain't right" instinct... The practical solution is for the caller to open a ticket with their provider.
You'll go crazy trying to get to the big-carrier engineering team and to someone who knows how to investigate and solve the problem... unless they are lurking on this list....
I've pulled much hair trying to right telecom wrongs... and the type you are running into, is better delegated to the user/caller. (assuming you are 100% certain it isn't on your end)
Star Telecom - Cloud Communications and Customer Experience Solutions <https://www.startelecom.ca/>
*Ivan Kovacevic* /Co-Founder and VP Client Services /
On Wed, Oct 27, 2021 at 3:12 PM Mike Hammett <voiceops at ics-il.net> wrote:
I have a customer saying that they are getting reports from their customers that they're getting "number is no longer in service" errors when calling them.
I checked Metaswitch SAS for a number that experienced this issue and we don't see any inbound attempts from that number. The call would have come in via a traditional TDM connection to a tandem.
I reached out to the Primary contacts in NPAC for the originating caller (Comcast). They told me to bugger off and to have the end user call support. Did I make the wrong move?
----- Mike Hammett Intelligent Computing Solutions http://www.ics-il.com
Midwest Internet Exchange http://www.midwest-ix.com
_______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
NOTE: This email message and any attachments are for the sole use of the intended recipient(s) and may contain confidential and/or privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by replying to this email, and destroy all copies of the original message.
_______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
But there-in is the pain-in-the-butt factor? Getting an orig customer to call their carrier and report such issues? ?hey, it?s not my problem? the phone call should work? why should I call ________ (insert carrier name) ?Verizon? and sit on hold for 48 minutes to complain about an issue?? There should be an easier way! From: VoiceOps <voiceops-bounces at voiceops.org> On Behalf Of Ivan Kovacevic Sent: Wednesday, October 27, 2021 3:22 PM To: Mike Hammett <voiceops at ics-il.net> Cc: VoiceOps <voiceops at voiceops.org> Subject: Re: [VoiceOps] Calls Not Reaching Us Apart from the "I ought to fix this, it just ain't right" instinct... The practical solution is for the caller to open a ticket with their provider. You'll go crazy trying to get to the big-carrier engineering team and to someone who knows how to investigate and solve the problem... unless they are lurking on this list.... I've pulled much hair trying to right telecom wrongs... and the type you are running into, is better delegated to the user/caller. (assuming you are 100% certain it isn't on your end) [Star Telecom - Cloud Communications and Customer Experience Solutions]<https://linkprotect.cudasvc.com/url?a=https%3a%2f%2fwww.startelecom.ca%2f&c=...> Ivan Kovacevic Co-Founder and VP Client Services On Wed, Oct 27, 2021 at 3:12 PM Mike Hammett <voiceops at ics-il.net<mailto:voiceops at ics-il.net>> wrote: I have a customer saying that they are getting reports from their customers that they're getting "number is no longer in service" errors when calling them. I checked Metaswitch SAS for a number that experienced this issue and we don't see any inbound attempts from that number. The call would have come in via a traditional TDM connection to a tandem. I reached out to the Primary contacts in NPAC for the originating caller (Comcast). They told me to bugger off and to have the end user call support. Did I make the wrong move? ----- Mike Hammett Intelligent Computing Solutions http://www.ics-il.com<https://linkprotect.cudasvc.com/url?a=http%3a%2f%2fwww.ics-il.com&c=E,1,NSF0Vd1_CymIwJj6SbuEjX9gmH-g3grYGnJ5Yt9jnVQNT-cSZcWNXZfAmXjim0zN9YDcb57S4mZPUZsDAd9NlLN0mpi87SacV8JMEmbhygCVQDIwdjTvN64KxC2s&typo=1> Midwest Internet Exchange http://www.midwest-ix.com<https://linkprotect.cudasvc.com/url?a=http%3a%2f%2fwww.midwest-ix.com&c=E,1,FVGQlgKGM_MI6SiZw_vHPUWqr5oDO_xzfXoFIoys09yKDNz-S3oVuql6hAW6imRibhiyN5uLNcp8EVIT-IUK-c2TRJ1J0AwZQ9XTSGc9U37rFW67l4iK6Q,,&typo=1> _______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org<mailto:VoiceOps at voiceops.org> https://puck.nether.net/mailman/listinfo/voiceops<https://linkprotect.cudasvc.com/url?a=https%3a%2f%2fpuck.nether.net%2fmailman%2flistinfo%2fvoiceops&c=E,1,vQXn3ZdLLzhC0Ql49PwiNSV2_KRNyocqsVdyyxqclPZdVZRmA1sM0gOrUdbCxCs8QW6OwoiGh1mafjcsvbnJ0npZg5Si4mFcY_fL1T-HSrdqb_EYN0ZK7w,,&typo=1> NOTE: This email message and any attachments are for the sole use of the intended recipient(s) and may contain confidential and/or privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by replying to this email, and destroy all copies of the original message.
Should, yes... but doesn't exist in the adversarial carrier environment we operate in. As soon as you can prove (and have the orig customer to validate), their call goes through their mobile (for example) but not the landline (or vice versa) - that should be enough for the orig customer to understand... and open a ticket with the orig carrier which isn't routing the call properly Yes - not a pleasant / productive experience, but the exponentially larger effort Mike would have to put in, isn't commensurate with the reduction in the pain-in-the-butt for the orig customer. These types of issues suck to troubleshoot. One time we had to convince a mobile carrier they were dropping calls to users on their own network. One of our call centre clients, working as an outsourcer for that mobile carrier, had brought us a bunch of cases (with call recordings and all) where calls were un-naturally being cut off. Not a fun exercise. They fixed it in the end, but it tooks us several months of kicking and screaming through the mobile carrier's bureaucracy to get to the right team and explain the statistical impossibility of what was happening ... to convince them they have a problem. I still get twitches thinking about it. [image: Star Telecom - Cloud Communications and Customer Experience Solutions] <https://www.startelecom.ca/> *Ivan Kovacevic* *Co-Founder and VP Client Services* On Wed, Oct 27, 2021 at 3:43 PM Mark Wiles <mwiles at akabis.com> wrote:
But there-in is the pain-in-the-butt factor?
Getting an orig customer to call their carrier and report such issues? ?hey, it?s not my problem? the phone call should work? why should I call ________ (insert carrier name) ?Verizon? and sit on hold for 48 minutes to complain about an issue??
There should be an easier way!
*From:* VoiceOps <voiceops-bounces at voiceops.org> *On Behalf Of *Ivan Kovacevic *Sent:* Wednesday, October 27, 2021 3:22 PM *To:* Mike Hammett <voiceops at ics-il.net> *Cc:* VoiceOps <voiceops at voiceops.org> *Subject:* Re: [VoiceOps] Calls Not Reaching Us
Apart from the "I ought to fix this, it just ain't right" instinct... The practical solution is for the caller to open a ticket with their provider.
You'll go crazy trying to get to the big-carrier engineering team and to someone who knows how to investigate and solve the problem... unless they are lurking on this list....
I've pulled much hair trying to right telecom wrongs... and the type you are running into, is better delegated to the user/caller. (assuming you are 100% certain it isn't on your end)
[image: Star Telecom - Cloud Communications and Customer Experience Solutions] <https://linkprotect.cudasvc.com/url?a=https%3a%2f%2fwww.startelecom.ca%2f&c=...>
*Ivan Kovacevic* *Co-Founder and VP Client Services*
On Wed, Oct 27, 2021 at 3:12 PM Mike Hammett <voiceops at ics-il.net> wrote:
I have a customer saying that they are getting reports from their customers that they're getting "number is no longer in service" errors when calling them.
I checked Metaswitch SAS for a number that experienced this issue and we don't see any inbound attempts from that number. The call would have come in via a traditional TDM connection to a tandem.
I reached out to the Primary contacts in NPAC for the originating caller (Comcast). They told me to bugger off and to have the end user call support. Did I make the wrong move?
----- Mike Hammett Intelligent Computing Solutions http://www.ics-il.com <https://linkprotect.cudasvc.com/url?a=http%3a%2f%2fwww.ics-il.com&c=E,1,NSF0...>
Midwest Internet Exchange http://www.midwest-ix.com <https://linkprotect.cudasvc.com/url?a=http%3a%2f%2fwww.midwest-ix.com&c=E,1,...>
_______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops <https://linkprotect.cudasvc.com/url?a=https%3a%2f%2fpuck.nether.net%2fmailma...>
NOTE: This email message and any attachments are for the sole use of the intended recipient(s) and may contain confidential and/or privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by replying to this email, and destroy all copies of the original message. _______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
-- NOTE: This email message and any attachments are for the sole use of the intended recipient(s) and may contain confidential and/or privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by replying to this email, and destroy all copies of the original message.
contact the PUC On 10/27/2021 3:38 PM, Mark Wiles wrote:
But there-in is the pain-in-the-butt factor?
Getting an orig customer to call their carrier and report such issues? ?hey, it?s not my problem? the phone call should work? why should I call ________ (insert carrier name) ?Verizon? and sit on hold for 48 minutes to complain about an issue??
There should be an easier way!
*From:* VoiceOps <voiceops-bounces at voiceops.org> *On Behalf Of *Ivan Kovacevic *Sent:* Wednesday, October 27, 2021 3:22 PM *To:* Mike Hammett <voiceops at ics-il.net> *Cc:* VoiceOps <voiceops at voiceops.org> *Subject:* Re: [VoiceOps] Calls Not Reaching Us
Apart from the "I ought to fix this, it just ain't right" instinct... The practical solution is for the caller to open a ticket with their provider.
You'll go crazy trying to get to the big-carrier engineering team and to someone who knows how to investigate and solve the problem... unless they are lurking on this list....
I've pulled much hair trying to right telecom wrongs... and the type you are running into, is better delegated to the user/caller. (assuming you are 100% certain it isn't on your end)
Star Telecom - Cloud Communications and Customer Experience Solutions <https://linkprotect.cudasvc.com/url?a=https%3a%2f%2fwww.startelecom.ca%2f&c=...>
*Ivan Kovacevic* /Co-Founder and VP Client Services/
On Wed, Oct 27, 2021 at 3:12 PM Mike Hammett <voiceops at ics-il.net> wrote:
I have a customer saying that they are getting reports from their customers that they're getting "number is no longer in service" errors when calling them.
I checked Metaswitch SAS for a number that experienced this issue and we don't see any inbound attempts from that number. The call would have come in via a traditional TDM connection to a tandem.
I reached out to the Primary contacts in NPAC for the originating caller (Comcast). They told me to bugger off and to have the end user call support. Did I make the wrong move?
----- Mike Hammett Intelligent Computing Solutions http://www.ics-il.com <https://linkprotect.cudasvc.com/url?a=http%3a%2f%2fwww.ics-il.com&c=E,1,NSF0...>
Midwest Internet Exchange http://www.midwest-ix.com <https://linkprotect.cudasvc.com/url?a=http%3a%2f%2fwww.midwest-ix.com&c=E,1,...>
_______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops <https://linkprotect.cudasvc.com/url?a=https%3a%2f%2fpuck.nether.net%2fmailma...>
NOTE: This email message and any attachments are for the sole use of the intended recipient(s) and may contain confidential and/or privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by replying to this email, and destroy all copies of the original message.
_______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
On 10/27/21 12:21, Ivan Kovacevic wrote:
Apart from the "I ought to fix this, it just ain't right" instinct... The practical solution is for the caller to open a ticket with their provider.
Yes, but the caller will experience some pain doing so and needs to be persistent.
You'll go crazy trying to get to the big-carrier engineering team and to someone who knows how to investigate and solve the problem... unless they are lurking on this list....
Truer words were never spoken. It's impossible to reach anyone at [Big Telephone Company] with clue over the telephone. The best you can hope for is a customer-facing rep, hopefully a native English speaker, who then will relay a message to someone who knows someone in the right department and if you're really lucky relay a response back to you. Just try to, on any publicly listed number other than for new sales, reach someone at AT&T who is located within the territory described by the first letter of their acronym. First, be prepared to play the DTMF minuet to their IVR (which has "recently changed" according to Jane Barbe). -- Jay Hennigan - jay at west.net Network Engineering - CCIE #7880 503 897-8550 - WB6RDV
Usually, account managers and the number porting contacts are the best ones to help you get somewhere. If you don't have an account manager with the carrier, then the only phone numbers you can find are in the NPAC contact section. MARY LOU CAREY BackUP Telecom Consulting Office: 615-791-9969 Cell: 615-796-1111 On 2021-10-27 03:30 PM, Jay Hennigan wrote:
On 10/27/21 12:21, Ivan Kovacevic wrote:
Apart from the "I ought to fix this, it just ain't right" instinct... The practical solution is for the caller to open a ticket with their provider.
Yes, but the caller will experience some pain doing so and needs to be persistent.
You'll go crazy trying to get to the big-carrier engineering team and to someone who knows how to investigate and solve the problem... unless they are lurking on this list....
Truer words were never spoken. It's impossible to reach anyone at [Big Telephone Company] with clue over the telephone. The best you can hope for is a customer-facing rep, hopefully a native English speaker, who then will relay a message to someone who knows someone in the right department and if you're really lucky relay a response back to you.
Just try to, on any publicly listed number other than for new sales, reach someone at AT&T who is located within the territory described by the first letter of their acronym. First, be prepared to play the DTMF minuet to their IVR (which has "recently changed" according to Jane Barbe).
If you have a TDM network you should be able to call your SS7 provider and ask them to do a trace on it so you can see where it's dropping. Then you can call and put in a trouble ticket with the carrier. I always have the customer stay on the phone so you can do a 3 way call with the carrier. That way they don't have to talk about things they don't know and you can get to the correct people. MARY LOU CAREY BackUP Telecom Consulting Office: 615-791-9969 Cell: 615-796-1111 On 2021-10-27 02:07 PM, Mike Hammett wrote:
I have a customer saying that they are getting reports from their customers that they're getting "number is no longer in service" errors when calling them.
I checked Metaswitch SAS for a number that experienced this issue and we don't see any inbound attempts from that number. The call would have come in via a traditional TDM connection to a tandem.
I reached out to the Primary contacts in NPAC for the originating caller (Comcast). They told me to bugger off and to have the end user call support. Did I make the wrong move?
----- Mike Hammett Intelligent Computing Solutions http://www.ics-il.com
Midwest Internet Exchange http://www.midwest-ix.com _______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
I've been out of this game "day-to-day" for a year or so now, but before I left, we were finally able to utilize the "rural call completion" contact at the originating carrier to start these inquiries. I spent many many hours working with carriers and the originating customer to try and start a ticket on their end. After the posting of those specific contacts, it became slightly easier to initiate an investigation from the remote end, and the provide SAS (metaswitch shop) information (or lack of) to the carrier to work through the routing issues. 9 times out of 10, adjusting the LCR in and intermediate carrier magically fixed the issue. Just my $0.02... -- Josh Tressler Public Safety Network Engineer Decatur County Public Safety jtressler at decaturcounty.in.gov From: "Mike Hammett" <voiceops at ics-il.net> To: "VoiceOps" <voiceops at voiceops.org> Sent: Wednesday, October 27, 2021 3:07:00 PM Subject: [VoiceOps] Calls Not Reaching Us I have a customer saying that they are getting reports from their customers that they're getting "number is no longer in service" errors when calling them. I checked Metaswitch SAS for a number that experienced this issue and we don't see any inbound attempts from that number. The call would have come in via a traditional TDM connection to a tandem. I reached out to the Primary contacts in NPAC for the originating caller (Comcast). They told me to bugger off and to have the end user call support. Did I make the wrong move? ----- Mike Hammett Intelligent Computing Solutions http://www.ics-il.com Midwest Internet Exchange http://www.midwest-ix.com _______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
What do ya know, Frontier actually found the error themselves. Info Hello, Our Switch Team discovered the issue and has restored the service that was affecting LD calls. Your Service should be restored now. Status Type: Refer Status Code: Refer Mtce Center Notes: VFO STATUS BACK (10/27/2021 20:08)-Refer Mtce Center LD SERVICE HAS RESTORED, PLEASE VERIFY State has changed from Open/Active to Cleared. Status has changed from Work In Progress to Cleared. UNABLE TO REOPEN TICKET, CREATED NEW OP 3048673 . Of course it's lacking in useful information, so I'll have to see if I can get out of them additional information. Also, of course VFO is very limited in it's ability to convey information, request additional information, etc. ----- Mike Hammett Intelligent Computing Solutions http://www.ics-il.com Midwest Internet Exchange http://www.midwest-ix.com ----- Original Message ----- From: "Mike Hammett" <voiceops at ics-il.net> To: "VoiceOps" <voiceops at voiceops.org> Sent: Wednesday, October 27, 2021 2:07:00 PM Subject: [VoiceOps] Calls Not Reaching Us I have a customer saying that they are getting reports from their customers that they're getting "number is no longer in service" errors when calling them. I checked Metaswitch SAS for a number that experienced this issue and we don't see any inbound attempts from that number. The call would have come in via a traditional TDM connection to a tandem. I reached out to the Primary contacts in NPAC for the originating caller (Comcast). They told me to bugger off and to have the end user call support. Did I make the wrong move? ----- Mike Hammett Intelligent Computing Solutions http://www.ics-il.com Midwest Internet Exchange http://www.midwest-ix.com _______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
Or not *sigh* I call in for more details and the more details are, "Several test calls were made. No trouble found." Yay, Frontier! ----- Mike Hammett Intelligent Computing Solutions http://www.ics-il.com Midwest Internet Exchange http://www.midwest-ix.com ----- Original Message ----- From: "Mike Hammett" <voiceops at ics-il.net> To: "VoiceOps" <voiceops at voiceops.org> Sent: Thursday, October 28, 2021 7:39:21 AM Subject: Re: [VoiceOps] Calls Not Reaching Us What do ya know, Frontier actually found the error themselves. Info Hello, Our Switch Team discovered the issue and has restored the service that was affecting LD calls. Your Service should be restored now. Status Type: Refer Status Code: Refer Mtce Center Notes: VFO STATUS BACK (10/27/2021 20:08)-Refer Mtce Center LD SERVICE HAS RESTORED, PLEASE VERIFY State has changed from Open/Active to Cleared. Status has changed from Work In Progress to Cleared. UNABLE TO REOPEN TICKET, CREATED NEW OP 3048673 . Of course it's lacking in useful information, so I'll have to see if I can get out of them additional information. Also, of course VFO is very limited in it's ability to convey information, request additional information, etc. ----- Mike Hammett Intelligent Computing Solutions http://www.ics-il.com Midwest Internet Exchange http://www.midwest-ix.com ----- Original Message ----- From: "Mike Hammett" <voiceops at ics-il.net> To: "VoiceOps" <voiceops at voiceops.org> Sent: Wednesday, October 27, 2021 2:07:00 PM Subject: [VoiceOps] Calls Not Reaching Us I have a customer saying that they are getting reports from their customers that they're getting "number is no longer in service" errors when calling them. I checked Metaswitch SAS for a number that experienced this issue and we don't see any inbound attempts from that number. The call would have come in via a traditional TDM connection to a tandem. I reached out to the Primary contacts in NPAC for the originating caller (Comcast). They told me to bugger off and to have the end user call support. Did I make the wrong move? ----- Mike Hammett Intelligent Computing Solutions http://www.ics-il.com Midwest Internet Exchange http://www.midwest-ix.com _______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops _______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
participants (8)
-
brooks＠firestormnetworks.net -
ivan.kovacevic＠startelecom.ca -
jay＠west.net -
jtressler＠decaturcounty.in.gov -
marylou＠backuptelecom.com -
mwiles＠akabis.com -
peter＠4isps.com -
voiceops＠ics-il.net