Moved to VOIP some callers can’t get through

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Moved to VOIP some callers can’t get through

Deelight

4 posts

Wannabe Geek

#265558 27-Jan-2020 22:09

My poor parents were told by Vodafone they had to move landline to VOIP service as part of the Napier rollout. They got their new phones and modem all set up then not long afterwards certain callers were getting engaged signal. A phone call to Vodafone and no one rang back, a third phone call to Vodafone and still no one rings back - this has been going on since 6 January. We’ve worked out it’s only callers using Spark to call their number with the problem which we told Vodafone.

Today mums mobile is going to voicemail and that’s on 2Degrees. I know 2Degrees use Vodafone cell or maybe that’s changed. But there is clearly porting issues going on and someone’s screwed up somewhere.

This is 3 weeks with a bad service and Mum dealing with staff not calling her back is nearly causing her to have a stroke! Any suggestions OR HELP?!???

Dee

Spyware

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#2407860 27-Jan-2020 23:13

Change to another provider.

Spark Max Fibre using Mikrotik CCR1009-8G-1S-1S+, CRS125-24G-1S, Unifi UAP, U6-Pro, UAP-AC-M-Pro, Apple TV 4K (2022), Apple TV 4K (2017), iPad Air 1st gen, iPad Air 4th gen, iPhone 13, SkyNZ3151 (the white box). If it doesn't move then it's data cabled.

MadEngineer

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#2407864 27-Jan-2020 23:35

When Vodafone tell you they will call you back tell them straight up it’s a lie.

Solution: as above.

You're not on Atlantis anymore, Duncan Idaho.

Linux

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#2407880 28-Jan-2020 07:02

2degrees only use the VodafoneNZ mobile network for national roaming in very few locations these days

sbiddle

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Biddle Corp

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#2407881 28-Jan-2020 07:10

Issue of calling a 2D mobile and it going to voicemail is nothing to do with Vodafone.

As for Spark being unable to call a Vodafone number this issue sounds like a case of Spark not updating routing tables for a number. It's not uncommon for for this to happen, and is a relatively quick fix for Spark. Has somebody on Spark who is unable to call actually reported this to Spark as a fault so they can resolve the issue?

Vodafone should obviously be able to let Spark know about the issue, but if it is the usual issue from a port then the root issue lies with Spark, not Vodafone.

chevrolux

4962 posts

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#2407890 28-Jan-2020 07:59

Vodafone need to raise the issue with Spark. The Vodafone CSR should know this.

Grab the phone number of someone from Spark who can't ring you, get them to make a test call to your number, then fill in this template and tell vodafone it:

A-Party: <spark number>
B-party: <your number>
Date/Time: <time of the call>

This seems to be a fairly regular occurrence (this is maybe the 4th or 5th time it's been posted on here anyway) with Vodafone and is clearly a gaping in hole in their fault documentation - so much for the "new and improved" Vodafone.

sbiddle

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#2407892 28-Jan-2020 08:04

chevrolux:

Vodafone need to raise the issue with Spark. The Vodafone CSR should know this.

Grab the phone number of someone from Spark who can't ring you, get them to make a test call to your number, then fill in this template and tell vodafone it:

A-Party: <spark number>
B-party: <your number>
Date/Time: <time of the call>

This seems to be a fairly regular occurrence (this is maybe the 4th or 5th time it's been posted on here anyway) with Vodafone and is clearly a gaping in hole in their fault documentation - so much for the "new and improved" Vodafone.

If this is the usual porting issue the fault ultimately lies with Spark though. They're the ones who struggle to update NEAX routing after ports - it's an issue I've seen probably 30+ times over the years.

Yes Vodafone can pass the information on, but ultimately the issue can only be fixed by Spark which is why Spark customers who have trouble calling should also be reporting this as well.

chevrolux

4962 posts

Uber Geek
Inactive user

#2407900 28-Jan-2020 08:23

sbiddle:

chevrolux:

Vodafone need to raise the issue with Spark. The Vodafone CSR should know this.

Grab the phone number of someone from Spark who can't ring you, get them to make a test call to your number, then fill in this template and tell vodafone it:

A-Party: <spark number>
B-party: <your number>
Date/Time: <time of the call>

This seems to be a fairly regular occurrence (this is maybe the 4th or 5th time it's been posted on here anyway) with Vodafone and is clearly a gaping in hole in their fault documentation - so much for the "new and improved" Vodafone.

If this is the usual porting issue the fault ultimately lies with Spark though. They're the ones who struggle to update NEAX routing after ports - it's an issue I've seen probably 30+ times over the years.

Yes Vodafone can pass the information on, but ultimately the issue can only be fixed by Spark which is why Spark customers who have trouble calling should also be reporting this as well.

Fully agree. And yep, a relatively common fault in general, but it's always been up to the gaining provider to log the fault. And generally when done this way is fixed within half an hour max. As opposed to trying to ring the likes of Spark when you aren't the customer.

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Deelight

4 posts

Wannabe Geek

#2407935 28-Jan-2020 10:05

Thanks everyone. I've logged a fault with Spark who after speaking to a few people were pretty helpful asking the right questions. Now just waiting for them to call back.

Linux

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#2408067 28-Jan-2020 12:41

chevrolux:

Vodafone need to raise the issue with Spark. The Vodafone CSR should know this.

Grab the phone number of someone from Spark who can't ring you, get them to make a test call to your number, then fill in this template and tell vodafone it:

A-Party: <spark number>
B-party: <your number>
Date/Time: <time of the call>

This seems to be a fairly regular occurrence (this is maybe the 4th or 5th time it's been posted on here anyway) with Vodafone and is clearly a gaping in hole in their fault documentation - so much for the "new and improved" Vodafone.

@chevrolux The A party should be raising it will SparkNZ (good luck raising a ticket with Spark if you are not a Spark customer)