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2212 posts

Uber Geek

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#195710 30-Apr-2016 22:02
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Not really sure where this query should go but I have a rather strange voip/telephone problem that has me completely flummoxed.

 

I am on Orcon fibre voip and at least two people can't get through to my landline number. They get a message that the number is not available or words to that effect. Lots can ring me and I have no problem ringing out.

 

One of the people with this problem is now on Trustpower fibre voip and I am not sure whether the second is POTS or voip.

 

What on earth could cause this and who would I ask to fix it??


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835 posts

Ultimate Geek


  #1544674 30-Apr-2016 22:29
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Ask the calling party to log a fault with their provider


233 posts

Master Geek


  #1544679 30-Apr-2016 22:53
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This is a 'PSTN routing' issue, and it is not particularly uncommon, particularly when numbers have been ported, and especially so when they have been ported more than once.

 

You need to escalate the issue to your provider (Orcon) and advise them the same as you've said here, ie that multiple contacts are reporting an inability to dial your number from other PSTN providers. It will be helpful for them (and therefore ultimately for you) if you can provide a list of example numbers that cannot reach you, and the upstream PSTN providers of those numbers.

 

The more information you can provide to them about who is unable to reach you, the faster they will be able to resolve. To ensure a speedy resolution I always aim to test from a 1/2 dozen different landline providers and 3 different cellular networks, then give them the full list of results.


 
 
 
 


408 posts

Ultimate Geek


  #1544708 1-May-2016 08:45
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The people who can not call you need to get their provider/s to update their NAD table, my guess the two parties that cannot ring you are with the same provider.



2212 posts

Uber Geek

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  #1544751 1-May-2016 10:29
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Thanks, guys, but speed says I need to do the chasing and cornflake says my callers need to do it. One, or the other, or attack from both ends?

 

The two callers are from different providers, Trustpower and Orcon.

 

 


4570 posts

Uber Geek

Trusted

  #1544760 1-May-2016 11:37
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Who had had the port run on their number most recently?
Normally that is who would lodge the fault.
But I think technically it should be the a party (person calling you) that lodges the fault.
Regardless, you need exact details... a party number, b party (your number), time (within reason) and date.



2212 posts

Uber Geek

Subscriber

  #1544861 1-May-2016 13:19
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Thanks chevrolux. One of the callers is on copper and no recent porting. The other has recently had his landline ported to Trustpower fibre. 

 

I am getting the Trustpower one to lodge a fault with both our numbers and time and date.

 

Cheers, and wish us luck!!


233 posts

Master Geek


  #1544921 1-May-2016 16:43
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linw:

 

Thanks, guys, but speed says I need to do the chasing and cornflake says my callers need to do it. One, or the other, or attack from both ends?

 

The two callers are from different providers, Trustpower and Orcon.

 

 

 

 

 

The symptoms can occur because of two different failure modes.

 

Firstly it can occur because your provider is not advertising your number correctly into the PSTN routing engine (the 'NAD table' that another posted referred to). But it can also occur because an existing provider who used to host the number has not update their internal routing tables after the number was ported out.

 

If the cause is the former then it's your provider who needs to fix it, hence escalate to your provider. If it's the latter then it's the caller's provider who needs to fix it, so escalate to their provider.

 

Ultimately you don't have the visibility to know what the cause is, so my recommendation was to escalate to your provider because once they have checked they are advertising the route correctly they will be able to lodge a request with the other provider(s) via their backend channels if that is needed. That is also why I recommended you provide as much information to your provider about the providers who are unable to reach you, because that will help them understand the fault mode and start any necessary backend communication(s) required.

 

Hope this helps you understand.

 

Good luck & I hope you get it resolved promptly :)


 
 
 
 




2212 posts

Uber Geek

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  #1545178 2-May-2016 09:25
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Thank you very much, speed, for your detailed answer. Much appreciated.

 

Like you say, I have no idea where the error is so I will get onto Orcon as well. The Trustpower customer is approaching Trustpower.

 

Let's hope I don't need the good luck wishes!!

 

 




2212 posts

Uber Geek

Subscriber

  #1545244 2-May-2016 10:58
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Well, have just come away from an hour with Orcon. Gone up to level 2, now!

 

When I got off the call I started to think why the hell did he and I have to waste that hour. Some of that was re-setting my phone settings in the router, and we also went through a factory re-set plus ONT re-power. Like my router had a little table that returned the no. not available msge just to hack off a couple of randomly selected people?

 

Suppose the rituals have to be gone through but, surely, whatever was done had to address the selectivity issue and whose computer lookup gave out the bad number message?

 

Trustpower are working on it from the other end as well so hope they have more success.

 

I guess someone will figure it out in the near future.

 

Now to change a couple of settings in my router that have been reset.....




2212 posts

Uber Geek

Subscriber

  #1546665 4-May-2016 14:31
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Got an email yesterday to say all fixed. Tested, and, indeed, it is OK now. 

 

Thanks for all answers above and good job Orcon.


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