[AusNOG] Problems with ported number - ideas?

[Ross Marston]

Hi Ross,
We've seen this problem a few times also.  In each case for us it has been that AAPT needed to update their portable numbers database and propagate it.  Problem solved instantly in our cases.


Regards
Ross Marston



-----Original Message-----
From: AusNOG [mailto:ausnog-bounces at lists.ausnog.net] On Behalf Of Ross Wheeler
Sent: Wednesday, 12 April 2017 10:18 AM
To: AusNOG at lists.ausnog.net
Subject: [AusNOG] Problems with ported number - ideas?


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.
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