"The number you have dialed is not in service..."

[mikeprocess]

I have a Google Nexus S phone running Android 4.0 (ICS) Just downloaded the android Dell app today and signed up for an account. I can make outgoing calls, but when someone tries to call my new Dell Voice number they get: "The number you have dialed is not in service..." etc. Have I done something wrong? Or perhaps it takes a few days for my new number to get registered??

Thanks

[dibsmft]

If your number is part of a new series it may take a some time for the series to be added to your phone providers database. Cell phone providers can be very slow to update their databases. Normally, your Dell Voice number should work as soon as it is assigned to you. If the problem persists consult Customer Service.

[Jake]

It sounds like the account wasn't completed properly. Sometimes it does take a while to kick in, sometimes you need to call in to get it sorted. Either way just call in to a CSR and see if they can see any problems.

[TheHardy]

I have a Google Nexus S phone running Android 4.0 (ICS) Just downloaded the android Dell app today and signed up for an account. I can make outgoing calls, but when someone tries to call my new Dell Voice number they get: "The number you have dialed is not in service..." etc. Have I done something wrong? Or perhaps it takes a few days for my new number to get registered??

Can you call yourself? IE: if you have our DV app up, can you call your own cell # (and get voicemail, I would assume) --- does your CID show up correctly for your DV # calling into your cell? (if you have CID and/or that annoying recording in voicemail that states the number....).

Can you, from your own phone (please provide carrier and general metro location!) call your OWN DV # (please again provide first 6 digits) successfully??

It may be a provider issue as the others stated, where some OTHER providers have not loaded the DV switch (first 6 digits) into their rates/routing tables and therefore the calls can't go thru .... (although then the message should be "your call cannot be completed as dialed..." rather than NIS) ...

If your CID shows up and YOU can dial yourself, then the other persons provider is at fault.

As Jake mentioned tho, a quick call to Customer Support to see if your account is configured correctly on FONGO's end may not hurt either ... and that would be the route if you have more than a few people that cannot reach you ... IE if you are on Bell Mobiity and it fails, someone else on Rogers Wireless and another on WIND all cannot get thru and get the same error, it is rare that 3 or more providers would mess up a rates/routing entry (although not unheard of...)

[TheHardy]

All that failing, if you wish, you can PM me your DV number and I can give you a test call from my DV app or FPL app and see what kind of messages I get --- for sure if I cannot reach you from within FONGO, then it is an account issue ....

[mikeprocess]

Thanks for the info "TheHardy", I'll try your suggestions and see how it goes.

[mikeprocess]

When I call my DV number from a land line I get the recorded message, "The number you have dialed is not in service..."

When I dial the Dell voice mail number for my area from a land line and enter my DV phone number when they ask for account number... the recording says that account doesn't exist.

I can successfully call out from my DV number to a land line. The CID number shows up on the land line call display correctly.

The first 6 numbers are: 647 872

I am in Southern Ontario (Toronto and Vaughn) and my cell phone provider is Wind Mobile.

I see no phone number for customer support for Dell Voice? Just an email address: dellvoice@fongo.com

Thanks for the help.

[TheHardy]

It sounds like an account side issue. Contact customer support.

For whatever reason, the DV support site 'hides' the phone number a bit ...

6-1-1 from within the app works quick and easy ... the tollfree # for Fongo (who provide DV) is 1-855-323-6646.

FPL, also by FONGO, is a bit more forthcoming with it's phone support numbers -- there are a lot of them for the various regions, as well as toll free, but they all forward to the same number ... take your choice from:
http://www.freephoneline.ca/contactUs

[TheHardy]

When I dial the Dell voice mail number for my area from a land line and enter my DV phone number when they ask for account number... the recording says that account doesn't exist.

Even though I have replied, that I think you have an account issue which needs to go thru customer service, I would like to take the time to inform you that when accessing your vmail, you need to enter 11D for your account number ... so 1647872xxxx ... 10D will not be recognized, and I am not sure if they have added that to the vmail faq yet ... or if you were aware of that.

The first 6 numbers are: 647 872

I can confirm that 872 is a new-ish number, and that I had problems with it from TELUS MIKE earlier. It has since been resolved, but other carriers may still have an issue.

my cell phone provider is Wind Mobile.

Once your number/account is fixed by Fongo/DV, I hope that your WIND phone can dial it -- WIND is notoriously slow and bad for adding new NPA/NXX's into their rates/routing table, and therefore you may get "The call you are placing is a long distance call, please dial 1 of 0 before your number" or "Your call cannot be completed as dialed, please check your number and try your call again, or dial 611 for asssitance" --- and due to WIND's poor customer (offshore) support and slowness in addressing issues (I also have WIND), I wish you a lot of luck and patience if you have to call THEM to report that 647-872 is a TO number and should work from your calling area ... expect to be pulling your hair out!

[mikeprocess]

Thanks for all the suggestions everyone..especially TheHardy! A got a friend to try to call my DV number this morning and it worked no problem. It seems the only problem is the voip system here at work. When I try to dial my DV number with that system, it doesn't go through. So it's a very local problem and NOT a fault with Fongo, Dell, etc.

Thanks again.

[TheHardy]

Thanks for all the suggestions everyone..especially TheHardy! A got a friend to try to call my DV number this morning and it worked no problem. It seems the only problem is the voip system here at work. When I try to dial my DV number with that system, it doesn't go through. So it's a very local problem and NOT a fault with Fongo, Dell, etc.

No prob -- that's why we're all here ...

I would suggest contacting the vendor of your VOIP system and letting them know ... or is it a packaged deal-eo that your company administers itself? Either way, somewhere it is not set up correctly/up-to-date.

The thing of it is, to be honest, it IS set up WRONG, as the message should be "Your call cannot be completed as dialed" not "Number not in service" ... so they are generating the wrong intercept message for the SS7 code coming back (even if that code is in error) ... so someone needs to fix their sh!+....

[FONGO_mike]

mikeprocess, reading through this thread, when you called the VM number and it asked you your account number, did you type out the 10 didgit number or the 11? (you need to punch in the 1 before the area code)

[TheHardy]

mikeprocess, reading through this thread, when you called the VM number and it asked you your account number, did you type out the 10 didgit number or the 11? (you need to punch in the 1 before the area code)

Mike: stated that in my original reply --- BTW: can we get the 11D vs 10D thing added to the FAQ or even placed on the remote VM access number page as a reminder to our newer clients/members?? May help out the CS side of things a lot!!

mikeprocess has already confirmed though, that the calling error is on the side of HIS work VOIP provider, and that his Fongo # can be reached normally from other carriers.