[AusNOG] Problems with ported number - ideas?

[Nathan Brookfield]

Hi Ross,

This is actually s pretty common occurrence and we've been through this pain several times recently.

As AAPT are the actual carrier and would have a direct relationship with Telstra for porting, they need to raise the issue and provide call examples of the source and destination numbers with dates and times.  Telstra will push back but they need to force them to pay attention and escalate.

We are actually looking at something similar at the moment but it has happened 6 months after the port completed and the issue only occurs from Telstra Mobile but not landline, ISDN etc.  Once they acknowledge they can reproduce the issue that's usually when the stress starts while they spend 3-4 days finding someone inside Telstra who can fix it.

Nathan Brookfield
Chief Executive Officer

Simtronic Technologies Pty Ltd
http://www.simtronic.com.au

On 12 Apr 2017, at 10:19, Ross Wheeler <ausnog at rossw.net> wrote:


Hoping someone here might be able to give me a point in the right direction, because I'm hitting brick walls at every turn.

For the last 12 months, I've been trying to get a customers telephone numbers ported out of Telstra and into AAPT so we can deliver their services over VoIP, with host of extra functionality that their previous system couldn't do.

Telstra made the process unnecessarily difficult, rejecting request after request with reasons that were undecipherable, but which in the end appear to have been because of several numbers that were "part of" the service but which the customer was unaware of. They were not listed on the bill, and the customer had no knowledge of them even when they were finally identified.

Regardless of that, the port finally "completed" last friday afternoon, we were getting calls which were being passed to and handled properly by the equipment at the customers location. (These were supplied and programmed by a third party, not us - but are working properly).

Yesterday, the customer became aware that several people have been attempting to call their office but not getting through.

Having spoken to a couple of the people experiencing problems, it's identical symptoms: "The number just rings out then goes to a Telstra message bank -  who advises that we have dialled an invalid number and not part of this service."

Interestingly, both parties I spoke to are with telstra, and located in the same geographic area (same exchange I think).

Telstra assure the customer that the port has completed and that they are not "interfering with" the calls in any way.

AAPT assure me that they've completed everything properly.

Others calling the same number get through fine, each time.
Sniffing the trunk to my Asterisk box, I don't see the call even being offered to me when it's from one of these origins that don't work, yet if I get those people to call one of my other numbers - delivered over the same trunk to the same asterisk box, it works fine.

The calling parties are not presenting any callerID, which makes it hard for troubleshooting, but I see plenty of OTHER calls with no CLIP being handled properly.

Who the heck do I go to to get it resolved given I've no contract or service with telstra and they've already told the customer that it's not them?

Any bright ideas?
TIA, R.
_______________________________________________
AusNOG mailing list
AusNOG at lists.ausnog.net
http://lists.ausnog.net/mailman/listinfo/ausnog