Certain Callers Hear "Number Disconnected"

Posts: 656 · Posted: Wed Oct 29, 2008 6:03 pm Post subject:

vsound...I handle these cases each and every day. As I told you, if the carrier you ported your number away from does not update their switch to the correct LRN, then callers who use that Verizon switch will be routed locally within that switch. There really is nothing Vonage can do when one specific carrier refuses to properly terminate calls.

I also find it very hard to believe they wont respond to your callers. All they have to do is say they are unable to complete a call to a known working number. They can prove it works by calling it from their cell phone or other providers. Verizon should then test the line themselves and open a trouble ticket with their switch technicians. Even 20 years ago, if you could not complete a call, you could call the operator. This is just Verizon not properly assisting the caller.

Posts: 12 · Vonage Forum Associate Joined: Oct 16, 2008 Posts: 12

Actually I filled a BBB complaint on Verizon and talked with someone at Verizon and they HAD completed their routing.

The 5 or so callers that have had trouble getting through to us are all on different phone companies/systems like Choice 1, One Communications, Nextel. So when they called Verizon to report they weren't helped because they weren't Verizon customers.

So those callers have started reporting it to their phone companies and meanwhile someone at Vonage is supposedly investigating. Some of those callers can now get through but we don't know if that is because of their companies or action from Vonage. We have been promised over and over again by Vonage they will call us back in 48 hours and we have to keep calling back and getting run around. Hopefully Vonage or these companies will straighten it out.

Posts: 656 · Posted: Thu Nov 13, 2008 9:14 pm Post subject:

Choice One and One Communications is the same company. Nextel is obviously part of Sprint. It still does not mean they received and LRN broadcast which would have told them where to route calls. The process is so simple for any LEC to fix but the callers just do not reach the right people. CUSTOMER SERVICE in any company will NOT be able to fix. This requires 3rd level and above switch technicians and engineers.

All they need to do is query NPAC for your phone number. They will see who the current switch provider is. Then they need to obtain an SS7 trace of a call made by one of their callers. If they know what they are doing, which apparently they don't, they will see that they are routing the call to a Verizon point code instead of to the destination point code of the current provider.