Calls intermittently not coming through from spark phone number

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Calls intermittently not coming through from spark phone number

Minanz

26 posts

Geek

#240438 7-Sep-2018 16:17

I recently switched from Spark to 2 degrees a couple weeks ago when I brought a new phone. During this time there have been 4 instances where calls from my Husbands phone (Spark number) haven't come through to my phone. The phone will either ring on his end and then go to voice mail, or go directly to voice mail. On my phone I don't get a voice mail message or a missed call displayed. We have compared our call logs and there are definitely calls being missed. I have spoken to 2 degrees and haven't had much luck with them, they seem to blame Spark.

Any ideas how I can fix this or what I can do so that I know when I have missed a call? I haven't seen this happen with any other number to date and I can confirm his number isn't blocked. We are both in Palmerston North (within the CBD) when this happens. If I can't fix this I will have to switch back to Spark as each time the calls I have missed have been important.

Thanks in advance

1 | 2 | 3

11394 posts

Uber Geek

Trusted

Lifetime subscriber

#2085794 7-Sep-2018 17:00

You need to provide example times and dates of the calls so 2degrees can investigate why they went to Voicemail instead of paging the handset

You don't mention what handset you are using and where it was obtained from

John

Aredwood

3885 posts

Uber Geek

#2085831 7-Sep-2018 18:00

Tell the Husband to leave a message every time the call goes straight to voicemail. Main reason, to figure out if the call is going to the 2degrees voicemail. Or if they are going to your old Spark voicemail.

Back when I had a Spark work phone, calls would often go to voicemail instead of making the phone ring. So I wouldn't be surprised if the fault is actually with Spark. And 2degrees can't do anything if the call is not being handed over to their network.

It even caused a big dispute between my former boss, and a client of my old workplace. As one of my coworkers was meant to phone that client. call went to voicemail, client claimed that they never called, as nothing in the call log on the clients phone.

My advice is to tell your husband to switch to 2degrees or Vodafone.

Unlikely to be a 2degrees problem. As there was a thread where some 2degrees business customers were complaining about their voicemail resetting to the default settings. Problem turned out to be they were successfully answering all incoming calls. And their voicemail had been unused for over 6 months.

scottjpalmer

5973 posts

Uber Geek

Moderator

ID Verified

Trusted

Lifetime subscriber

#2085878 7-Sep-2018 19:03

I had this yesterday, as did a friend. Both Spark to 2D.

In my case, it rang 3 times then I'm pretty sure it was the 2D man saying "I'm sorry, this call cannot be connected at this time."

vulcannz

436 posts

Ultimate Geek
Inactive user

#2085975 8-Sep-2018 08:26

Same here, last two days occasionally get the 2D guy saying my call cannot be connected. I'm on Spark, calling my wife and son on 2D. Try a few minutes later and it works.

2degreesCare

1537 posts

Uber Geek

Trusted

2degrees

#2086720 10-Sep-2018 10:14

Hi all, if possible can you PM us the following details -

Your number and 4 digit PIN
The number called
Your phone make/model
Your location and (if possible) the signal at the time of calling (were you in good coverage?)
The location, if known of the called number
Any error/call failure message received
Are you able to call this number ok now, and if not try dialing the number manually, not using your contacts.

Regards

^POB

Minanz

26 posts

Geek

#2086757 10-Sep-2018 11:08

Done, thanks

Minanz

26 posts

Geek

#2090214 13-Sep-2018 16:13

I may now be missing calls from Landlines, I think i will need to contact Spark to confirm my number has been cut.

Equinox IT

Cloud spending continues to surge globally, but most organisations haven’t made the changes necessary to maximise the value and cost-efficiency benefits of their cloud investments. Download the whitepaper From Overspend to Advantage now.

Linux

11394 posts

Uber Geek

Trusted

Lifetime subscriber

#2090215 13-Sep-2018 16:15

Minanz:
I may now be missing calls from Landlines, I think i will need to contact Spark to confirm my number has been cut.

You don't contact Spark the GSP does

John

Edit: Sounds like the number has only partly ported and routing tables need to checked

Minanz

26 posts

Geek

#2090219 13-Sep-2018 16:22

GSP???

Linux

11394 posts

Uber Geek

Trusted

Lifetime subscriber

#2090257 13-Sep-2018 16:35

Gaining service provider

John

Linux

11394 posts

Uber Geek

Trusted

Lifetime subscriber

#2090260 13-Sep-2018 16:38

When a MSISDN ports each carrier is advised of GSP and tables are updated on each carrier

It sounds like during the porting process this has failed somewhere so the GSP can check with all NZ carriers that routing is correct for your mobile number

John