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Topic # 204217 22-Sep-2016 09:25
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Please bear with me... this is no simple story.

 

Here is the crux of the problem.

 

Since switching from VF ADSL to VF Fibre on Sep 8, we have frequently lost the ability to receive landline phone calls. 

 

We have never lost the ability to dial out though.

 

From the callers end, their phone dials and just rings and rings.

 

From our end, the phone does not ring and no entry appears in the HG659 call log.

 

SEP 8 : Our fibre connection went live.

 

SEP 9 : We spend the day in blissful ignorance of the grief ahead.

 

SEP 10 : On the night of Sep 10, Himself had tried to ring home but got no answer and called my mobile instead. This was our first indication of a problem.

 

SEP 11: I logged a fault with VF late morning when I tried test calling home from my mobile and noticed that the home phone did not ring. They did some things at their end and it came right, but within an hour the fault returned. VF wanted me to do another factory reset but the internet was “in use” so I agreed to do it later. They sent me a txt to reply to when I did it. 3pm I factory reset the HG659, texted VF, and it was fine the rest of the day. I unplugged the phone line from the MySky.

 

SEP 12 : Around 1pm I rang home and discovered the fault was back, I texted VF. 4pm I get a call from VF, they do some things and we were good again.

 

SEP 13 : I test dialed in the morning and the fault was back, I texted VF. I test dialed later that afternoon and it was OK again. No intervention from anyone in between the 2 calls, it appeared to have come right by itself. I text this to VF.

 

SEP 14 : The fault comes and goes at will. I text this to VF.

 

SEP 15 : The Sky man comes in the morning to replace the MySky, and asks me to reboot the HG659. The fault was present at the time and after the reboot it was gone. It was over 10 minutes before any services came back on after the reboot. But I now know that a simple reboot of the HG659 will make the fault go away. But not for long as the fault came and went the rest of the day.

 

SEP 16 : The fault comes and goes all morning. I text VF twice. Around 2pm I turn off the SureSignal and reboot the router (services back up in a minute). Just after 3pm I test dial and the fault is back. I reboot the router (12 minutes this time). I text VF again asking them to call me, which they do. They think it might be something their end but they dont seem at all sure so I decide to continue my own trouble shooting. Successful test dials all the rest of the day until bedtime at 10:30pm.

 

SEP 17 : Successful test dial at 8:15am. Unsuccessful at 11:00am. Reboot router at 11:30am (1 min). At 11:55 my sister calls my mobile because no answer ringing home phone. We were home. The router gets rebooted twice more that day.

 

SEP 18 : The fault comes and goes, the router gets rebooted a lot. This is how we are getting through the day now.

 

SEP 19 : I'm over it, I do no testing all morning, decide to have a life instead. I do text VF however to advise the issue is persisting. 3pm I replace the router with another HG659 from VF. I call VF to get it provisioned and I advise them that the problem is ongoing. I turn the Suresignal back on. Everything seems fine the rest of the day.

 

SEP 20 : Everything seems OK, even get a call from one of those telemarketer types (I'm starting to miss those guys). Disconnected the alarm from the phone line. VF text me to check on things, I advise, so far so good.

 

SEP 21 : 6AM! Brother-in-law rings Himself's mobile as no answer on home phone. I only hear about this later as I was not woken up by the home phone not ringing. 7:15am I text VF that the fault is back. By 10:00am the fault has gone by itself. 3:30pm I decide to restore my Router1 config to Router2 because too lazy to re-enter 5 port forwarding rules, big mistake, the fault re-occurs straight away. Reboot Router2 but at 4pm do a factory reset thinking that greeblies from Router1 might now be carried over to Router2. I only change the WLAN SSID and password. 4:30pm test dial OK. 7pm test dial failed. 10pm test dial OK. Go figure!

 

SEP 22 : 7:19am test dial failed. 8am I start typing this story. Yes I am that slow at typing. 9:14 test call fails. I haven't texted VF yet, but I will soon. I haven't rebooted the router yet but I will soon.

 

So now you've read my story. A problem shared is a problem halved and all that.

 

I'm wondering, given that incoming calls aren't even making it to the router, is there any point me continuing to test things in my house?

 

And has anyone come across this fault before?

 

 

 

 

 

 

 

 





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cisconz
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  Reply # 1638587 22-Sep-2016 09:40
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Sounds like there are multiple registrations of your phone number - 1 from your modem and 1 from somewhere else that is "Stealing" your calls.

 

i.e. - VoIP uses SIP, your modem registers to their server "Hey, I'm 0xyyyyyyy and I am at IP x.x.x.x for the next 5 mins" Server says "Great, I will send calls to you at x.x.x.x"

 

 Then 2 mins later another device registers "Hey, I'm I'm 0xyyyyyyy and I am at IP y.y.y.y for the next 5 mins" Server says "Great, I will stop sending calls to x.x.x.x and start sending them to y.y.y.y"

 

*Not actually how that works, but you get the idea.

 

This cycle then repeats, so your calls are sent to x.x.x.x for 2 mins, then y.y.y.y for 3 then back to x.x.x.x for 2 etc.





Hmmmm




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  Reply # 1638590 22-Sep-2016 09:45
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cisconz:

 

Sounds like there are multiple registrations of your phone number - 1 from your modem and 1 from somewhere else that is "Stealing" your calls.

 

i.e. - VoIP uses SIP, your modem registers to their server "Hey, I'm 0xyyyyyyy and I am at IP x.x.x.x" Server says "Great, I will send calls to you at x.x.x.x"

 

 Then another device registers "Hey, I'm I'm 0xyyyyyyy and I am at IP y.y.y.y" Server says "Great, I will stop sending calls to x.x.x.x and start sending them to y.y.y.y"

 

*Not actually how that works, but you get the idea.

 

 

This could make sense, as Router1 and Router2 are actually Router2 and Router3 respectively, The original Router1 was returned to VF unopened when I cancelled my original fibre install.

 

But I told VF this right from the start. They have supposedly investigated this.





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  Reply # 1638594 22-Sep-2016 09:52
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Oh I had a thought. If I make an international call while the fault is in play will someone else get charged?





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cisconz
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  Reply # 1638598 22-Sep-2016 09:58
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No, however if they do (by connecting a phone to their modem) you will.

 

When you make a call, the modem will send an Invite authenticating itself, this is why dialing out always works.

 

If you had the credentials and put them in another device, set to not register, you could call out from that whenever you like, and if someone called back - even while you were on the other device, the call would still get to the registered device.





Hmmmm




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  Reply # 1638633 22-Sep-2016 10:36
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No one has ever answered the calls that dont arrive. But I will carefully check my next phone bill.





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cisconz
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  Reply # 1638635 22-Sep-2016 10:39
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More than likely, it is configured on Modem1, however the new owner of Modem1 doesn't pay for a VoIP line from Vodafone, so they have nothing connected to the port.





Hmmmm


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  Reply # 1638649 22-Sep-2016 10:46
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http://www.geekzone.co.nz/forums.asp?forumid=40&topicid=138038&page_no=2#954066 

 

The serial number of the modem we send you is registered on your account and associated with your broadband login. When your modem is first turned on and connected to a Vodafone broadband connection it contacts Vodafone with the serial number and then receives the associated username and password. This means you can plug in the modem and within a couple of minutes it will have self configured, then just connect to wifi and you're away.

For most people this is a much better experience than with other modems where you need to manually navigate around the modem interface and configure it before it can be used.

If you're passing your Vodafone modem on to someone else to use instead, that's okay, just login to My Vodafone first at www.vodafone.co.nz and click on "Manage your modem", then you can choose to "Unregister modem". I would recommend then also factory resetting the modem so it clears the saved password and other configuration.

For this feature to work you need a compatible modem and firmware, and the modem needs to be associated with an active broadband login and the modem needs to be used on a Vodafone ADSL connection.

 

Sounds like you need to "unregister modem" in your case.




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  Reply # 1638661 22-Sep-2016 11:08
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@yitz I checked My Vodafone, I have two modems registered, the two that are in my house. The original Router1 is not listed.

 

I dont feel inclined to unregister the modems I do have.

 

 





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cisconz
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  Reply # 1638706 22-Sep-2016 12:10
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Personally I think, and I could be wrong, it is just an old config file for Voice on Modem1 at the VF end, and until the old config file is replaced with a blank one or another VoIP line it will continue.





Hmmmm




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  Reply # 1638708 22-Sep-2016 12:14
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cisconz:

 

Personally I think, and I could be wrong, it is just an old config file for Voice on Modem1 at the VF end, and until the old config file is replaced with a blank one or another VoIP line it will continue.

 

 

Is this something easy or impossible for VF to do?





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cisconz
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  Reply # 1638711 22-Sep-2016 12:18
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Easy for the right person - hard to get the right person to know about it.





Hmmmm


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  Reply # 1638727 22-Sep-2016 12:56
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Just some random thoughts from the sideline
.
If router1 is claiming the line, what is triggering  this?   It appears that router2/3 can also sometimes claim the line without user action.

 

It was suggested that the line would be activated by making outward calls. If this is so then perhaps the OP could make an outward call her own home number as activation - easier than a router reset.




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  Reply # 1638729 22-Sep-2016 13:02
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Clima:

 

Just some random thoughts from the sideline
.
If router1 is claiming the line, what is triggering  this?   It appears that router2/3 can also sometimes claim the line without user action.

 

It was suggested that the line would be activated by making outward calls. If this is so then perhaps the OP could make an outward call her own home number as activation - easier than a router reset.

 

 

Good idea, I shall try that.





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  Reply # 1638746 22-Sep-2016 13:44
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      >Good idea, I shall try that.<

 

If someone answers and says they are you ... you are either in trouble or in a parallel universe tongue-out




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  Reply # 1640492 26-Sep-2016 09:34
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Sep 26 : DAY 18 : the issue is still unresolved.

 

@cisconz may I pick your brains a little?

 

If VF ring me while Router1 (not me) is receiving calls can they trace the IP address that the call is going to thus identifying the location of the offending router?

 

They can then log into it and remove the SIP setting?

 

When Router1 is receiving my calls, will its VOIP light be on?

 

 





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