Issue with Follow me Settings

[Shaf77]

I had sent an email to support on July 3rd with this issue (email pasted below with personal info removed):

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> Hello,
>
> I have an issue with forwarding.
>
> When I have follow-me setup as below it works fine.
>
> Home: 416-2xx-xxxx
> Wife Cell: 647-3xx-xxxx
> My Cell: 416-5xx-xxxx
>
> However if I switch around the settings to:
>
> Home: 416-2xx-xxxx
> My Cell: 416-5xx-xxxx
> Wife Cell: 647-3xx-xxxx
>
> The call stops at my cell and does not continue to my wife...
>
> Please can you fix this?
>
> Thanks!
> 

I got this response on back:

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Nathanael Aybar via RT via fpl-freeside.295.ca 
Jul 3 (13 days ago)

to me 
Hello xxxxxx,

you will be able to set up able order, only that you need to set the Voicemail
to get the call on the highest rings possible.

Thanks

I asked for a better explanation as the English used was not understandable...

Can anyone help? As I am not getting any responses from Support!

Thanks.

[TheHardy]

Hmmm .... okay, lemme take a stab, without seeing all your settings ...

You need to ensure that the # of RINGS that you assign to each FM# is _less_than_ the threshhold to trigger an answer at that number. For example, if you have selected "8" rings to each number, and the voicemail FROM THAT # picks up at 6 or 7, then the chain of FM# stops when the call is answered.

You will need to do some testing with each number to find out how it works correctly. Remember that NO system is perfect, and "eating" (losing) one or two rings is NOT uncommon, so you may really need to tinker some with this.

Another variable that comes into play with MOBILES is how THEY react to rings ... I have done EXTENSIVE testing and found that callers from landlines to my various cells over the years sometimes get 4-5 rings then voicemail on my cell, whereas I get 1 or even 1/2 ring then the call terminates. This has been proven/tried/tested out in Vancouver area with Telus Mobility, Telus MIKE, Rogers Wireless, SOLO (Bell Mobility) and WIND directly, and with other providers indirectly.

So it is kind of hit and miss, depending on how the network and individual tower is sending to the cell ... and what "reply" it is getting back (ie: powered on-unforwarded, powered on-not reachable/low signal, powered off, etc).

What are your numbers (# of rings) that you are using at the moment? And do you know what the GENERAL/good signal threshhold is for triggering your voicemail?

Again, as I say, being in a NO SERVICE area or low bars may send the call to your cell vmail sooner than anticipated and foul up your plans/settings ...

While I have not solved your issue, does this HELP you a little anyways?? If I have under-explained anything, let me know and I can try to simplify or expand ...

[Shaf77]

I have both FM #'s set up as the default 3 rings...

[TheHardy]

3 is pretty short ... maybe try ticking them up a bit and see if this tweaks it into working ...??? Just guessing at this point and throwing Jell-o at the wall to see if it will stick!

[Shaf77]

As of yesterday evening, Follow Me does not work at all.

If I have it enabled, all calls got straight to my cell and skip the home phone!

The mods need to respond and help!! So frustrating... no help at all from the admins, mods, or tech support!

[TheHardy]

Hmmm, odd, so it is skipping by your first # in the FM module altogether now?

This is yet another stab in the dark, but may be faster than waiting for an answer to appear randomly ....

(remember I am not tech support!)

Remove all # from follow me (delete)
wait 30 mins
add the numbers back in, in reverse order that you want them
move the numbers to the order that you want
(make sure rings are set 4 or 5, seeing as you had problems at 3)

Like I say, shot in the dark, worth a try. I had a forward problem previously, and the 30 min wait did help, for whatever bizarre reason in my case.

[FONGO_steve]

If it's skipping a number all together then there's likely some sort of error coming back to our system as to why it's happening. I'd suggest giving our support team a call to have a ticket opened so we can investigate further in the system (we won't be able to collect the details needed via a public forum).

Please note that the forum is primarily a community driven forum with moderation and input from as many staff as can find the time to join us throughout the day. If you're looking for immediate support then it's always best to call or email - we can't promise that a staff member will see urgent issues in a timely manner on here.

[Shaf77]

If it's skipping a number all together then there's likely some sort of error coming back to our system as to why it's happening. I'd suggest giving our support team a call to have a ticket opened so we can investigate further in the system (we won't be able to collect the details needed via a public forum).

Please note that the forum is primarily a community driven forum with moderation and input from as many staff as can find the time to join us throughout the day. If you're looking for immediate support then it's always best to call or email - we can't promise that a staff member will see urgent issues in a timely manner on here.

I have sent emails for these issues since July 3rd with only an initial response that was not really in English... Since then I have sent more emails with no responses.

[TheHardy]

Steve: WRT emailing customer support, I can verify that when I had an issue and was unable to call, that I experienced over 72 hours without a reply to my email, and that the first reply I got had mangled my completely detailed and documented problem into something to which their answer made no sense compared to my initial problem; it proved to be such a fruitless endeavor that after a few PM's back and forth here with other users, I self-resolved the problem.

My point is, email to CS was not then, nor does it seem to be now, TIMELY. And even when I (and I think you know I am detail driven) clearly and concisely described my issue, it was still not understood and the answer I received was less than useless.

[Shaf77]

I just tried again.

Disabled Follow me 4 hours ago and deleted all Follow me #'s.

4 hours later, enabled FM and added numbers.

House phone does not ring... It goes straight to teh first FM # assigned!

So fed up!

[TheHardy]

I just tried again.
So fed up!

Sorry to hear that. I am also sorry that my suggestion did not help your issue.

I know that you are getting sick and tired of playing with it. Have you tried adding the numbers one at a time (no delay) and testing it at each stage?

IE: add home #, test a call to make sure that it is forwarding correctly to the home #? Then add the main cell,, test again then add the wife's cell?

Just curious ....

Because if it forwards correctly when it is the only #, but then fails when there are more daisy-chained behind it, then it will help when you call into customer support as this for sure will be one of the things that they will ask.

On a related note, I had an issue with my FPL # not taking vmail ... one of the #'s I had in Follow me somehow had it's OWN call fwd settings re-enabled (after I disabled them!!) so it was creating a LOOP by forwarding back to my FPL # ... Needless to say, callers heard a lot of ringing and got absolutely no where!!!! This caused a big problem for me, as I was unaware of this and seems to have been something on the mobile provider's end when THEY upgraded part of their network --- as the phone in question is a prepaid with almost $0 balance that I use exclusively for texting, and just as "caller ID" for seeing callers to my FPL # when I am away from home to see if I need to check my voicemail!