Calling from Telus MIKE network to Fibernetics/FPL

[TheHardy]

Just to bring this to everyone's attention, I have discovered, thru using my work issued phone, that in the Vancouver area, dialing from a Telus MIKE phone, I encounter difficulties calling to:
778-801 (New West)
778-802 (North Van)
778-803 (Richmond)
778-805 (West Van)

I can call alright to:
604-283 (Vancouver)
778-300 (Vancouver)

I know this is NOT an FPL/Fibernetics issue, but rather a Telus Mobility (and specifically on their MIKE network) issue; I have submitted a trouble ticket to Telus on 22 Dec and it is still unresolved. I gave them about as much detail as I do in my posts here, stating where the NPA-NXX is and that it should be a regular local call.

The difficulties started out as 10D dialing getting an intercept saying "this is a long distance call" (even though it IS local) and then failing; dialing 11D resulted in "your call cannot be completed as dialed". This has NOW changed (since 22nd) ....
10D dialing now gets the "this is an LD call" intercept but offers to complete the call
11D goes thru, but as an LD call.

I know how quickly FPL generally responds to tariff problems ... let's see how long Telus Mobility drags this out.

I mention this here in this forum to advise others that may have Vancouver-ish FPL #'s and have people calling them via MIKE phones ...

[TheHardy]

A (not-so) quick call to Telus tech support today did not yield any further information nor progress on this issue; I will try again Saturday and see if I can escalate to a manager. I can't really go to the NOC, as I don't know it to be a NOC problem ... will update as I get more info.

[Jake]

A (not-so) quick call to Telus tech support today did not yield any further information nor progress on this issue; I will try again Saturday and see if I can escalate to a manager. I can't really go to the NOC, as I don't know it to be a NOC problem ... will update as I get more info.

Doesn't surprise me. I have Telus for my 2 mobile phones, and when I talked to them I didn't get the impression they knew what they were doing. The people I spoke to knew their own little worlds and nothing else. It worked out well for me in the end, but I know I will be up sh*t creek if I really need support from them.

[TheHardy]

With somethings, I have found them to be very good ... the more technical the issue (and this one is a NOC problem), the less the frontline seems to know. As it is my work phone, I am not the account holder, so I cannot really press the issue too much. I intend to follow up on it though ... as you say, the problem will be getting to someone that knows what the hell I am talking about and can take the appropriate steps.

In fairness, the rep that took my call and logged the ticket was very nice, diligently took all the info, put me on hold and called the one FPL number (from her landline) to verify that it was a working number; she did not have a MIKE phone at her disposal to try calling though, and in fairness, it is a LOCAL CALL issue, so it would really need to be tested by a NOC tech IN Vancouver TO that number to get the same error message I am getting; failing that, they just need to get their RATES & ROUTING guy/gal to verify what I have told them and FIX it! Funny how an end-user such as myself can diagnose their problem for them ...

[TheHardy]

I called in, as I had not heard back. I spent over 45 mins talking to a Client Care rep. It turns out that I am not the only one that has filed a complaint/service request regarding this issue with them. I wonder if it is also present on other wireless providers, or if it is unique to Telus Mobility.

I was further told that the problem is "complicated" and has been elevated to a senior network technician to oversee. While I fail to see what a rates&routing issue has about it that is COMPLICATED, that is not my call to make. To my way of thinking, if I can successfully call OTHER New Westminster/North Vancouver/Richmond/West Vancouver numbers, but NOT these 4 from Fibernetics, then it is a simple matter of just fixing these 4 to be the same as the ones that work (now I am aware that it is NOT quite that simple, but it surely does not involve planning to get a manned spacecraft to Venus either!!)

[TheHardy]

I lost this thread when I was away. From the initial time I reported this, it took until about the BEGINNING OF MARCH for this to be corrected by Telus. I have tried to get an answer from them was to what the problem was, but they told me that it was just resolved internally with actually NO ACTION on my trouble ticket.

I can confirm that all current Fibernetics-assigned numbers in BC are currently reachable from Telus-Mike phones at this time.

I apologize for not following up sooner.