[Resolved] Unable to call Rogers carrier numbers (HT-801)

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[Resolved] Unable to call Rogers carrier numbers (HT-801)

Postby frankrizqo » 02/15/2021

I guess there is an unfortunate update :) :(

Now that the phone is always reachable, the new issue that I discovered is that the phone cannot call Rogers phone numbers...very strange, but I can call all fam members and friends who have their cellphones with freedom mobile but not ppl on Rogers (including Fido and Chattr).
When I call a Rogers no., I get a busy tone, and the called phone starts to ring ~5 seconds after the start of the busy tone, and when the called answers, there is no connection, no dial tone; only to be followed by an empty voicemail.
I have no clue what the basis of this could be, but our internet provider is Rogers. Any clue?
frankrizqo
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Router: Rogers Ignite modem (black)

Re: [Resolved] person trying to reach is unavailable (HT-80

Postby Liptonbrisk » 02/15/2021

frankrizqo wrote:I guess there is an unfortunate update :) :(

Now that the phone is always reachable, the new issue that I discovered is that the phone cannot call Rogers phone numbers...very strange, but I can call all fam members and friends who have their cellphones with freedom mobile but not ppl on Rogers (including Fido and Chattr).
When I call a Rogers no., I get a busy tone, and the called phone starts to ring ~5 seconds after the start of the busy tone, and when the called answers, there is no connection, no dial tone; only to be followed by an empty voicemail.
I have no clue what the basis of this could be, but our internet provider is Rogers. Any clue?


1) Do these Rogers phone numbers that you're dialing include a specific digit that you weren't pressing before for the Freedom phone numbers?

a) Call either the Toronto or B.C. number from http://thetestcall.blogspot.com/.
b) Press #.
c) Press 2 for DTMF testing.
d) Press 1234567890#
e) Make sure all digits are read back to you
If they aren't all read back, take note of the digit that isn't read back. That button is defective. Try a new phone.



2) After dialing a Rogers number, login at https://www.freephoneline.ca/doGetCallLogs.
Does the dialed number appear? Does it match exactly what you believe you dialed? If so, what is the disconnect reason listed?
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/en-us/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at viewforum.php?f=15.
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Liptonbrisk
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Re: [Resolved] person trying to reach is unavailable (HT-80

Postby frankrizqo » 02/15/2021

thanks

no issues with point 1, tested and all good

I checked the log, it only says "normal call clearing". Note that the list is not immediately up to date and it takes hours to show a call
Interestingly on the called phone, it shows a symbol for "rejected call"
I made sure that the FPL no. is not blocked and it is not
frankrizqo
Just Passing Thru
 
Posts: 6
Joined: 02/07/2021
SIP Device Name: Grandstream HT801
Computer OS: win 10
Router: Rogers Ignite modem (black)

Re: [Resolved] person trying to reach is unavailable (HT-80

Postby Liptonbrisk » 02/15/2021

frankrizqo wrote:Interestingly on the called phone, it shows a symbol for "rejected call"
I made sure that the FPL no. is not blocked and it is not


1) Is Do Not Disturb enabled on the phone that you're trying to reach?

2) Ensure that you are not using *67 or trying to place anonymous outbound calls on your ATA.
Dial *31 (send caller ID). Then try calling again.

3) It could be a carrier issue on Rogers' end. I suggest contacting them and asking why their network is rejecting your Fibernetics (carrier) number.
Ask if there's a Rogers (carrier) number that you can call to test. A Rogers wireless store may be accommodating.

4)You can also submit a request to inquire about a possible carrier issue: https://support.fongo.com/hc/en-us/requests/new. Specify that it's only Rogers numbers that present the problem for you and provide them in the ticket.

5) I was hoping to find a SIP error code somewhere, but that may not help much in this case. One way to would be to capture a syslog, but I'm not sure what the method Grandstream recommends to do so.

I did find this:
http://www.grandstream.com/support/faq/troubleshooting
"How do I enable Syslog feature on my unit?

If your unit has Syslog feature (generally under Advanced Settings page), you can use it for debugging any issues. There are two fields for Syslog:

Syslog Server: Enter the IP address of your Syslog Server. If you don't have one, you can enter a broadcast IP address (ex. 192.168.1.255) and then capture a trace on a PC on the same LAN.

Syslog Level: You can set it to different Levels. For debugging set it to DEBUG of course."

I'm not sure what they expect you to use on your PC. Maybe Kiwi. If you want to pursue capturing a syslog, try asking at https://forums.grandstream.com/ or https://helpdesk.grandstream.com/ for a recommended method.
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/en-us/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at viewforum.php?f=15.
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Liptonbrisk
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Re: Unable to call Rogers carrier numbers (HT-801)

Postby frankrizqo » 02/17/2021

Just FYI, and if you are curious

I called my provider (Fido) and they solved the problem by allowing calls over LTE. Now I can call my cellphone from my FPL home phone. It seems that the other couple Rogers/Chattr customers that I tried to call have the same issue.
Apparently there was a block in my acccount for voice over LTE. This was put back in the days when they transitioned from 3G to 4G (LTE) and it was causing problems for some customers.
This was explained to me anyway :)

Thanks again
frankrizqo
Just Passing Thru
 
Posts: 6
Joined: 02/07/2021
SIP Device Name: Grandstream HT801
Computer OS: win 10
Router: Rogers Ignite modem (black)

Re: Unable to call Rogers carrier numbers (HT-801)

Postby Liptonbrisk » 02/17/2021

frankrizqo wrote:Just FYI, and if you are curious


I am! Thank you very for responding.


I called my provider (Fido) and they solved the problem by allowing calls over LTE.


That's odd. Did they explain why incoming calls from Fibernetics don't work for you unless VoLTE is enabled? I'm not with Rogers, but if I disable VoLTE on my smartphone, incoming calls still work.

Or did you have VoLTE turned on in your smartphone's settings without Fido enabling it for you on their end? Then that situation would make sense.
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/en-us/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at viewforum.php?f=15.
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Liptonbrisk
Technical Support
 
Posts: 1860
Joined: 04/26/2010
SIP Device Name: OBi202
Firmware Version: 3.2.2 (Build:8680EX)
ISP Name: Cable
Computer OS: Windows 10 x64 Pro
Router: Asuswrt-Merlin

Re: Unable to call Rogers carrier numbers (HT-801)

Postby frankrizqo » 02/17/2021

Thought about that for a second but then assumed Voice over internet will be treated as such by an LTE enabled phone.
Regarding enabling and disabling features, there is a small chance, from previous tech support calls to fido and freedom mobile years ago, that there are 2 levels to enabling and disabling some features (user level and provider level)

Thinking back, there was a point in which I had a new smartphone with VoLTE and I was having issues with some 1888 numbers not hearing me when they call. I called tech support then and they probably blocked VoLTE then.
But I am aware all of the above may not be the full explanation
frankrizqo
Just Passing Thru
 
Posts: 6
Joined: 02/07/2021
SIP Device Name: Grandstream HT801
Computer OS: win 10
Router: Rogers Ignite modem (black)

Re: Unable to call Rogers carrier numbers (HT-801)

Postby Liptonbrisk » 02/17/2021

frankrizqo wrote:Thought about that for a second but then assumed Voice over internet will be treated as such by an LTE enabled phone.


The call is not a SIP URI call. I don't see why a difference would occur unless VoLTE was turned on in the phone settings without it being enabled by the provider.

Anyway, thanks for the update regarding VoLTE. That's something I hadn't considered.
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/en-us/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at viewforum.php?f=15.
User avatar
Liptonbrisk
Technical Support
 
Posts: 1860
Joined: 04/26/2010
SIP Device Name: OBi202
Firmware Version: 3.2.2 (Build:8680EX)
ISP Name: Cable
Computer OS: Windows 10 x64 Pro
Router: Asuswrt-Merlin


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