No Incoming Calls "Number not in Service"

[nezzie]

I recently ported over my phone number from my Tel Co, to FPL. Since then (about two weeks) I cannot receive incoming calls, as I get an operator message when calling my number, "The number you have reached is not in service"

I had used the Desktop Softphone for a few weeks, liked it, service quality was good, then I purchased a SIP config, and had used that as a secondary phone for a few months, until I ported over my number, and canceled my Service with my Tel Co.

I called the telco, and they said everything is good, done and switched on their end, that the problem lies with the new provider (FPL) I've talked to FPL Support twice now, and it has been painful. They suggested that I reopen my ports on my router, of which I have done. I have disabled, deleted, recreated the port forwarding (that has been inplace since March) and still same problem when you call my number. I have gone over the pap2t config from the Device Config forum here on the FPL Community, I've also re-copied in my password, and my ported phone number as my ID, and still no go. I put in wrong phone numbers and passwords on purpose just to see the outcome, and still no go. I have configured my router, so that my PAP2T is in a DMZ, then moved it back, all with rebooting the pap2t and router, in between changes. I reset the pap2t to factory, and reset up all the configuration, and still no luck calling in. I can make outgoing calls just fine, and it shows my number, that was ported, as the caller id. I just cannot receive anything. I cannot figure out who is giving me the run around here, FPL or TelCo? Any ideas on this one? My config and env info is below:

PAP2T Firmware Version: 3.1.15(LS)
TP-LINK TL-WR841N
RTP PORT (16384 - 16483)
RTP PAcket 0.020
Ring WaveForm Sinusoid
Ring Freq 52
Ring VOlt 90
NAT Mapping Table No
NAT Keep Alive No
SIP Port 6060 (tried default of 5060)
Inbound/Outbound Proxy voip.freephoneline.ca
Dial Plan (911S0|[2-9]xxxxxxxxxS0|1xxxxxxxxxxS0|011xxxxxxxxxxxx.|98*S0|[6-7]x*xxxxxxxxxxx.)
I've also tried Dial Plan (911|[2-9]xxxxxxxxx|1xxxxxxxxxx|011xxxxxxxxxxxx.|98*|[6-7]x*xxxxxxxxxxx.)

Router
I am using a MAC reservation for a Static IP on my PAP2T, 192.168.1.2
I am forwarding these ports on my router right now:

6060-6069 UDP 192.168.1.2
16384-16482 UDP 192.168.1.2

I've also adjusted the port fwd'ing, when I was using the default SIP Ports .too

[bridonca]

My first thought was crappy VOIP box/router, and that still may be the case, but the incoming message is of concern. Seems to be a bad port. You will have to talk to a fongo CSR to make sure.

[cu2o2o2]

...
My config and env info is below:

PAP2T Firmware Version: 3.1.15(LS)
TP-LINK TL-WR841N
RTP PORT (16384 - 16483)
RTP PAcket 0.020
Ring WaveForm Sinusoid
Ring Freq 52
Ring VOlt 90
NAT Mapping Table No
NAT Keep Alive No
SIP Port 6060 (tried default of 5060)
Inbound/Outbound Proxy voip.freephoneline.ca
Dial Plan (911S0|[2-9]xxxxxxxxxS0|1xxxxxxxxxxS0|011xxxxxxxxxxxx.|*98S0|*x.[6-7]x*xxxxxxxxxxx.)
I've also tried Dial Plan (911|[2-9]xxxxxxxxx|1xxxxxxxxxx|011xxxxxxxxxxxx.|98*|[6-7]x*xxxxxxxxxxx.)

Router
I am using a MAC reservation for a Static IP on my PAP2T, 192.168.1.2
I am forwarding these ports on my router right now:

6060-6069 UDP 192.168.1.2
16384-16482 UDP 192.168.1.2

I've also adjusted the port fwd'ing, when I was using the default SIP Ports .too

Things to do:

1 - Update your PAP2T firmware to 5.1.6.(LS).
2 - Disable SIP ALG on your router if it exists.
3 - Reboot router and PAP2T.

I think you got it already that your router port forwards should match the ports in your PAP2T. If PAP2T SIP port is 5060 then forward 5060...if it is 6060 like in your case then forward 6060...and only forward protocol UDP only as SIP does not use TCP. Same with RTP ports...as far as I can see, you did it right.

BTW, I have corrected your dial plan. If later on, you want to be creative you can do so.
(911S0|[2-9]xxxxxxxxxS0|1[2-9]xxxxxxxxxS0|011xxxxxxxxx.|*98S0|*x.)

Good luck. Keep us posted.

[Jake]

My first thought was crappy VOIP box/router, and that still may be the case, but the incoming message is of concern. Seems to be a bad port. You will have to talk to a fongo CSR to make sure.

I agree. It wouldn't make a difference if your ATA, router, modem and phone; were all be packed up neatly in a box and disconnected from everything - you shouldn't be getting that message. If your ATA was having troubles due to ports and such, phone calls would just be sent to voicemail.

At the very least you should be able to log in with the softphone and it should work.

You need to call back into a CSR and stress the error message you are getting. Even ask them to try calling it and see what they get.

[TheHardy]

Which # comes up as not in service ...

You are aware that if you have an EXISTING FPL account, and you then chose to port an existing number into THAT FPL account, that you lose your FPL number as it is over-written with your PORTED-IN # ....

If you are talking about your FPL # being out of service, this is CORRECT on a PORT-IN ...

If you are talking of your PORTED-IN # being out of service, then it is a porting problem from the NEW carrier (FPL in this case). Your old carrier will be completely unable to assist you.

Please clarify which of the above two numbers is generating your error. If it is a bad port, call customer service ASAP and do not get off the line until it has been escalated to someone that CAN and WILL help you; ask to be transferred to a higher tier support or manager until you get someone that will work with you.

Alternately, PM one of the FONGO staff on this board -- Steve, Mike or Neil are regular contributors here, and DomA, Sami and Harris come by less frequently. But I would hit one of the first three, as they are on almost daily M-F...

[nezzie]

Yes....my bad....a double post. The number that is NIS is the new ported number. I spoke to FPL 2nd level support and they agreed that there's something wrong on their end. During our call they were able to somehow call my number from their area 514 area code.....but not other areas.....nor can i call from my 613 area.

I did some further testing with a friends setup. We incorrectly configured everything on purpose from turning off port forwarding and incorrect Uid and pwd in the ata to test the error's or warnings that we would get from calling his number. We also tested call fwd from fpl to see if that works with an incorrect setup and it does. We would get errors such as "the user you are trying to reach is unavailable" not "the number is NIS". So looks obvious not to be on my end.

I did upgrade firmware to 5.1.6

I appreciate everyones response and help so far. I'll update the thread hopefully soon with a resolution

[Jake]

hmmmm, now don't we have a Level 3 tech for call routing kicking around here somewhere? Maybe he might be able to put his powers to work and let you know what the problem might be

[TheHardy]

The number that is NIS is the new ported number. I spoke to FPL 2nd level support and they agreed that there's something wrong on their end. During our call they were able to somehow call my number from their area 514 area code.....but not other areas.....nor can i call from my 613 area.

I did some further testing with a friends setup. We incorrectly configured everything on purpose from turning off port forwarding and incorrect Uid and pwd in the ata to test the error's or warnings that we would get from calling his number. We also tested call fwd from fpl to see if that works with an incorrect setup and it does. We would get errors such as "the user you are trying to reach is unavailable" not "the number is NIS". So looks obvious not to be on my end.

Okay ... good to have that clarified, as it was unclear in the other posts.

Glad it is moving along. As Jake posted, we have several Level-3's here in the forum, one of them should spot this thread and chime in soon.

You did good with the testing, as that info will help them solve the problem.

I am sure Mike, Steve, Neil or Dom will join us here soon.

Now that they acknowledge it is on their end, you should have resolution soon.

I find it odd, very odd actually, that it works from some areas and not others.

If you want (and only if you want) a test call from my VOIP set up here in BC (Vancouver/778), feel free to PM me your number, and I will report what errors I get.

[TheHardy]

hmmmm, now don't we have a Level 3 tech for call routing kicking around here somewhere? Maybe he might be able to put his powers to work and let you know what the problem might be

Too true -- maybe we have the whole T-3 level in here!

Just as an aside, I have never heard of a 25%-port ... what I mean is, isn't it usually ALL or NOTHING? How does a ported number "sorta" work? This makes NO sense to me; a first!

Odd that the forwarding works, so it is partially provisioned correctly ... strange.

I hope to read it resolved soon, and if there is more information as to what went wrong, that would be welcomed too!!

Sorry you are having such problems, thanks for keeping us informed tho! I am learning thru your "failures" or rather difficulties!

[ddd]

I'm sure the problem is solve on all providers phone switchboards. As T2 (for another), No Incoming Calls "Number not in Service" will trigger immediate focused verifications. On porting day, immediate escalation to our manual switboards programmers: in present case, only "on" network calls complete to ported #.

If it's just calls from old provider or some providers that gives NIS, the fastest way to correct it, is the callers calling their 611 or TS for their switchboard table "automatic update on that specific NIS phone #". This way, the correction comes within an half-hour. From our switchboard, for those isolated providers, it could take up to 10 days.

[nezzie]

I am all up and running!

I spoke with one of the 3rd level guys last night, and it appeared there was a "porting issue". The key test that the 3rd level guy did was, he noted that from within the FPL network, he could call me just fine, as this route never leaves the FPL network. Calling from outside the FPL network, like from my cell phone, or their test phones outside of FPL, gave the obvious NIS message. We didn't get into exact details, as to the resolution, however it was from FPL side of the fence. Needless to say with everyone's responses above, and some of the troubleshooting I did as well, may speed up a resolution if someone else should encounter this similar behavior. The key indicator I could have asked the 1st level folks (last week) would have been, call my number from within FPL, then call me from outside FPL......see the difference in outcome

Anways, thanks all!

[FONGO_steve]

I am all up and running!

I spoke with one of the 3rd level guys last night, and it appeared there was a "porting issue". The key test that the 3rd level guy did was, he noted that from within the FPL network, he could call me just fine, as this route never leaves the FPL network. Calling from outside the FPL network, like from my cell phone, or their test phones outside of FPL, gave the obvious NIS message. We didn't get into exact details, as to the resolution, however it was from FPL side of the fence. Needless to say with everyone's responses above, and some of the troubleshooting I did as well, may speed up a resolution if someone else should encounter this similar behavior. The key indicator I could have asked the 1st level folks (last week) would have been, call my number from within FPL, then call me from outside FPL......see the difference in outcome

Anways, thanks all!

Thanks for the update!

We usually test all number ports after they complete from an outside line so someone must have forgotten on this one - I'll make sure we check into that

[TheHardy]

I am all up and running!
I spoke with one of the 3rd level guys last night, and it appeared there was a "porting issue".

The key indicator I could have asked the 1st level folks (last week) would have been, call my number from within FPL, then call me from outside FPL......see the difference in outcome
Anways, thanks all!

Glad it got resolved, relatively fast. It was known to be an FPL issue, just because of the way it presented, and it turned out to be correct. The gray-zone of what exactly it was is inconsequential in the long run, but as you say, "home" versus "foreign" calls had different results ... that was one of the reasons I had offered to give you a shout via my FPL line was to shoot-that-trouble.

Handy information to have, and as Steve has mentioned, someone dropped the ball ... crappy deal that it had to be you --- ask for a one month service fee rebate --- oh yeah, there is NONE! Hit them up for a free FONGO pen or something for all the hassle (or maybe they should in good faith return half your port charge, seeing it was half done!).

Belay that, they may charge you double, as it took them TWO times to get it right!!

[otown]

I have the same problem right now with a ported number. FPL says it works for them. I get a NIS when I call from 2 different lines.

Not a happy camper!!!

[otown]

Problem resolved at FPL's end....many thx....

[TheHardy]

Problem resolved at FPL's end....many thx....

Port failures are not uncommon, but what is alarming is that Fongo seems to be having a disproportionate number of them. In general, most port failures are on the part of the company that is PORTING-IN (Fongo in these cases) as opposed to the company PORTING-OUT ... that is because the Port-In side needs to do most of the work to ensure that things are going correctly, the old carrier simply needs to "release" the number ...

While it is more work on the receiving carrier end, there are still foul ups that can occur on the releasing end.

However, what Fongo seems to forget time and time again, is that even though the "post port test call" (which is almost standard) may work from their internal network (ie test calling the ported number from a Fongo line), working from an outside line (Bell, Telus, any Mobility, Fido, Rogers etc) is a different bird altogether.

Internally, there is no "pull" request against the porting table -- in essence, the call is handled much differently and much more simplistically when outside carriers are not involved, and therefore is not really trouble-shot fully; this is one the reasons that Fongo seems to have such a high port-issue failure rate.

I strongly believe that if Fongo made their post-port tests a little more rigorous and stringent that a lot of these issues would be caught before the customer was told that "it's all working now" ...

[FONGO_mike]

Problem resolved at FPL's end....many thx....

Port failures are not uncommon, but what is alarming is that Fongo seems to be having a disproportionate number of them. In general, most port failures are on the part of the company that is PORTING-IN (Fongo in these cases) as opposed to the company PORTING-OUT ... that is because the Port-In side needs to do most of the work to ensure that things are going correctly, the old carrier simply needs to "release" the number ...

While it is more work on the receiving carrier end, there are still foul ups that can occur on the releasing end.

However, what Fongo seems to forget time and time again, is that even though the "post port test call" (which is almost standard) may work from their internal network (ie test calling the ported number from a Fongo line), working from an outside line (Bell, Telus, any Mobility, Fido, Rogers etc) is a different bird altogether.

Internally, there is no "pull" request against the porting table -- in essence, the call is handled much differently and much more simplistically when outside carriers are not involved, and therefore is not really trouble-shot fully; this is one the reasons that Fongo seems to have such a high port-issue failure rate.

I strongly believe that if Fongo made their post-port tests a little more rigorous and stringent that a lot of these issues would be caught before the customer was told that "it's all working now" ...

In this case it was not an issue with the porting itself. That had been completed succesfully. this was an issue caused by something else that ended up being resolved very simply (litteraly a couple clicks on the mouse had it fixed)

[revans417]

I am getting the same problem. Called "technical support" and the woman has no clue what to do.

Can someone take a look into this for me?

Thanks

[FONGO_mike]

Hi revans,

Can you please PM me the number you ported in and either the link to this thread or a brief description of the issue please? I can look into this issue for you.

As i saw from previous posts, yes Hardy, there are a few L3's lurking around in the forums (myself being one of them)

[TheHardy]

In this case it was not an issue with the porting itself. That had been completed succesfully. this was an issue caused by something else that ended up being resolved very simply (litteraly a couple clicks on the mouse had it fixed)

Hmmm ... So it definitely sounds like a Fongo-side thing, or was it user-configuration? If indeed it was something on the Fongo side, and the PORT was successful, does that then leave that "fat-fingers" misconfigured something accidentally, or was it more indepth than that?

[TheHardy]

As i saw from previous posts, yes Hardy, there are a few L3's lurking around in the forums (myself being one of them)

Oh, I am well aware that there are a few of you (yourself and Steve being the most VOCAL) -- back to what I stated in another thread -- the appearance and legitimacy of the forums -- it may be beneficial for the OTHER lurk-er-ing L-3's to chime in every now and again, even if it is "problem noted and forwarded, no further info at this time, will update later"

[FONGO_mike]

they do poke their heads through the door from time to time although not as often as they would like.

One thing to keep in mind though, as we state regularly, with this not being an official means of support. The forums were and are really intended to be community driven, where experience users help out each other, and newer users, to help them find out what is going on. People like Steve and myself are on here more to help give a little kick in what is being discussed rather to to actually support (such as service announcements, updates on ne releases and those sorts of things)
In theory, we are not actually here to provide and actual technical support.

[kim]

I've got the same problem here in Gatineau. Seems to be a problem with the Ottawa area. Someone dropping the ball here? Anyway, after a full frustrating weekend of trying to configure/update my ATA I finally have outgoing calls and I will wait until tomorrow morning and call customer service to see what they can do.

[kim]

Okay, so far when I first called they had me call Bell first to ensure the service was cancelled with them. Then when I called back after confirming with Bell I was told to refer to the Forum for technical support. After I mentioned that I had already read in the forum what the problem was and that I would need a "Level 3" to help me he agreed to assist and has put in a request to the porting department. Now I wait to hear back in 1-3 business days...

Unless you have some deep, mystical attachment to your phone number I'd recommend saving the money and time and just taking a new, free number.

[kim]

Fixed and working!!