Incoming call problems.

[Spirit]

Hi,

I have an SPA2102 device and been with your for quite sometime now. But I never figured out this problem as I told myself that it might be due to the circuits being full or something.

But often, when people try to call me they get a quick busy tone signal, not even voicemail and by often I mean like 1 call out of 3.

Now my device is behind my router (which is a DLink DIR-655) and that prioritize traffic anyway. The SPA2102 is in the DMZ zone of the router and all the port are fowarded to it anyway. So I really do know much more I can do as of now. I often though it could be the device that was maybe faulty as when I power recycle it I'm good for some undefined period of time. As a additional note, I often use VPN at home and because of that reason I think I cannot place the SPA2102 AHEAD of the router.

Now I'd really like that being resolved if ever possible!

Thanks

Max

[VYL|Allen]

Max,

I would love to resolve the issue for you. I reviewed your account and am seeing our device is utilizing the correct ports so that shouldn't be an issue. I also see where FMFM is enabled and they should at least be ringing the second number instead of getting the fast busy. I'd love to look into this and bring this to the attention of our technical support team. In order to do so, I will need a fresh example. As soon as anyone experiences this issue, please email or PM me the number that is trying to dial you, and the time it happened including your time zone.

Please let me know if you have any additional questions or concerns.

Thanks,

Allen

[Spirit]

Hi Allen,

Thanks for your answer.
I do have FMFM enabled, but the same problem occurs even when it's activated. The people who try to call me, get that quick busy tone signal and both my voip line and the other number I specified never ring and I never even know they tried to call me, before they indeed manage to get through this problem.

I can tell you, yesterday at what time and which number that tried to call me if you want.

Max

Max,

I would love to resolve the issue for you. I reviewed your account and am seeing our device is utilizing the correct ports so that shouldn't be an issue. I also see where FMFM is enabled and they should at least be ringing the second number instead of getting the fast busy. I'd love to look into this and bring this to the attention of our technical support team. In order to do so, I will need a fresh example. As soon as anyone experiences this issue, please email or PM me the number that is trying to dial you, and the time it happened including your time zone.

Please let me know if you have any additional questions or concerns.

Thanks,

Allen

[Spirit]

Oh and I'd like to add that it's hard for me to tell you when this does happen, because as I said, I do not know that the person is trying to call me unless they try to reach me on my cellphone.

[VYL|Allen]

Max,

Please do. I should be able to use those for examples.

Oh and I'd like to add that it's hard for me to tell you when this does happen, because as I said, I do not know that the person is trying to call me unless they try to reach me on my cellphone.

Exactly.. I understand how difficult it is, so the examples you do have for yesterday should work. From what I can tell it is very intermittent and will take a little longer than normal to get it fully resolved but I will stay on top of it to make sure it is in a timely fashion. Thanks for your cooperation.

-Allen

[Spirit]

Hi Allen,

So here it is:
11-2314:36:26450-419-xxxx514-789-xxxx (PQ MONTREAL )4:57

I replaced the 4 last number with x's to have some privacy :) but there's only one call at that time from that region anyway. My friend told me he tried to call me 2-3 times before actually being able to get the line.
14:36 being 2:36 pm and i'm on GST-5 (normal time, meaning not daylight saving!)

Thanks for your help!

Max

Max,

Please do. I should be able to use those for examples.



Exactly.. I understand how difficult it is, so the examples you do have for yesterday should work. From what I can tell it is very intermittent and will take a little longer than normal to get it fully resolved but I will stay on top of it to make sure it is in a timely fashion. Thanks for your cooperation.

-Allen

[VYL|Allen]

Max,

Just an update, we have some engineers looking into the situation. I'll let you know as I get more information.

Thanks,

Allen

[Spirit]

Thanks for the heads up!

Looking foward to solve this issue!

Thanks!

Max

Max,

Just an update, we have some engineers looking into the situation. I'll let you know as I get more information.

Thanks,

Allen

[Spirit]

Hey Allen,

Did you happen to have any news yet on my issue?

On a side note, I was told over a year ago that VoIP YL was working on their systems so that, we (Canadians), be able to dial 1-8xx numbers from Canada. As many of them simply do not work when using VoIP YL line.

Thanks.

Max

[VYL|Allen]

Max,

There's not anything substantial yet, but there has been some progress. There have been several test calls from US numbers and have not been able to duplicate the issue. There is also another customer in Canada who experienced the same intermittent problem. His issue seems to be isolated with Canadian numbers as well. Right now we are trying to couple that information together and see where the problem could be, it may be with some kind of carrier or routing issue in the Canadian area.

Regarding the toll-free number issue for our Canadian customers, it is a problem that we are aware but I don't see any resolution for this in the near future. It is however, a problem we are certain we will correct but I don't want to string anybody along.

I hope this information helps! Please let me know if you have any additional questions or concerns.

Thanks,

Allen

[Spirit]

So you're saying I'm a *special case*?

I always had hickups like that on incomming calls, as well as often on outgoing calls (try to dial, after lets say 5-8 seconds I get a fast busy tone signal).
I mean in no way to be rude or anything, it's just that I've done everything I could by having the latest hardware, setuping it correctly, having a 10mbps cable connection but still having hickups.

I am wondering if there is anything that can be done or should I give up?

Max,

There's not anything substantial yet, but there has been some progress. There have been several test calls from US numbers and have not been able to duplicate the issue. There is also another customer in Canada who experienced the same intermittent problem. His issue seems to be isolated with Canadian numbers as well. Right now we are trying to couple that information together and see where the problem could be, it may be with some kind of carrier or routing issue in the Canadian area.

Regarding the toll-free number issue for our Canadian customers, it is a problem that we are aware but I don't see any resolution for this in the near future. It is however, a problem we are certain we will correct but I don't want to string anybody along.

I hope this information helps! Please let me know if you have any additional questions or concerns.

Thanks,

Allen

[VYL|Allen]

Max,

Regarding the incoming calls, I would say the issue is definitely isolated with you and another customer. I am not aware at this time of any other customers who are experiencing the same issue.

As far as your other concerns, I would like to look into them and get them resolved. I am confident I will be able to correct those issues for you. Definitely don't give up on me! :p

Can you provide me a good time to contact you and a contact number? These problems will be able to be fixed easiest through the phone.

Thanks,

Allen

[Spirit]

Hi Allen,

All the incoming calls I've got today are not working. It rings half a second, then if I answer I just hear after a few seconds a quick busy tone signal.

I'm kind of tired, I seem to have issues 1 times out of 2 with all my incoming calls.

Whats the status of the *investigation*?

Max,

Regarding the incoming calls, I would say the issue is definitely isolated with you and another customer. I am not aware at this time of any other customers who are experiencing the same issue.

As far as your other concerns, I would like to look into them and get them resolved. I am confident I will be able to correct those issues for you. Definitely don't give up on me! :p

Can you provide me a good time to contact you and a contact number? These problems will be able to be fixed easiest through the phone.

Thanks,

Allen

[VYL|Allen]

Max,

Our technical support team was able to resolve the issue last night through a re-route. Everything should be up and running now. Please let me know if you continue to experience any difficulties with the service or if you have any additional questions or comments.

Thanks,

Allen

[Spirit]

Hi Allen,

Just wanted to advise you that the same problem occured as my last post. The phone rang. when we answered we just got a quickbusy tone signal and they somehow get directed (this time) to voicemail.

Let me know what happens please.

Max,

Our technical support team was able to resolve the issue last night through a re-route. Everything should be up and running now. Please let me know if you continue to experience any difficulties with the service or if you have any additional questions or comments.

Thanks,

Allen

[Spirit]

Hi again,

Just happened again, the phone rang and when I tried to answer it it was just doing a quick busy tone signal and my caller on his side it was just ringing and ringing.....

Is it the same problem?

Hi Allen,

Just wanted to advise you that the same problem occured as my last post. The phone rang. when we answered we just got a quickbusy tone signal and they somehow get directed (this time) to voicemail.

Let me know what happens please.

[bcraven3]

I hate to say it but, I have been having the same issue with the incoming calls getting a busy signal and going to voicemail. Other than that I have no complaints.
But the busy signal for incoming calls is driving my wife nuts, and she pays the bills :}

[speedbump]

Max,

Regarding the incoming calls, I would say the issue is definitely isolated with you and another customer. I am not aware at this time of any other customers who are experiencing the same issue.


Allen

Hi Allen, I may well be that 'other customer'... and I'm having this same problem again... Calls to a VYL line here in Alberta from a VYL line are routing fine, however calls from a non VYL to our VOIP line ( fromTelus, Rogers cell etc.) are not routing and we are once again getting a continuous (normal) busy signal...

This is exactly the same as the problem we discussed in the past, and applies to the same phone numbers I gave you before... This most recent problem started today with a call drop at about 10:40 AM (MDT on Dec 21st). After the call drop I had a dead line, and no green light on the device for line 1 (handset)... after half an hour or so the line became active again (resets did not fix this, time did), however the above busy signal problem still persists.


As the Montreal poster said it's kind of hard to know if this problem exists unless you call your own home number, or if someone who does mentions it to you, it's very easy to miss... VYL is a second line here, and it is about 90%used for outgoing calls, so it's very easy to not notice the loss of incoming call functionality

Cheers,
Ian

[VYL|Allen]

The resolution provided did not seem to do the trick, and I am glad others have posted here as well. I will take each account and look to expedite this through an account manager so we can see a resolution as soon as possible.

Here's the deal, to inform you guys what is going on. With this week being Christmas and all! The individuals I would like to take this to will be out of the office until Monday (29th). On Monday, I will give them an after-Christmas present :p, so we can start investigating this immediately. So it will be delayed a little bit.

If you would like the troubleshooting to be done immediately and have a conflict with the procedure above, I can go through the normal steps and have our technical support team do the investigating as soon as possible.

Obviously this is your decision, but here are my thoughts. If we go through our technical support team, each account will be looked at individually, we would not be able to couple everyone's information together and there may be different avenues of troubleshooting. Providing the information as a whole to a manager, I feel would provide a single avenue for troubleshooting and resolve everyone's problem in a timely manner.

To start, if everyone could PM me your account information, the number(s) having difficulties, example numbers who are dialing you, and the last known fail I would GREATLY appreciate it. I know some of the information is listed in the thread but I would like to make sure there are no mix-ups. I appreciate everyone's understanding and patience, and willingness to work with me. Please let me know if you have any questions or concerns.

Thanks & Happy Holidays!

-Allen

[semibru]

Was this ever resolved for Spirit? I have the same router and same issue. Spirit - if you did get this working, can you post your settings? I'm expecially interested in how you entered port forwarding ranges, whether you have SIP activated or not, DMZ used, and your UDP endpoint filtering setting.

I found an interesting post on another site, but it didn't help. Wonder if there are some clues for this problem, though.

http://forum.voip.com/topic/12784/how-to-get-dlink-dir655-working-with-voip/

Another problem - probably related - incoming caller ID never works.

I'm using firmware version 1.20 of the D-LINK DIR655.

[VYL|Allen]

Semibru,

We are still working on a collective resolution for their issues. Since it is an intermittent issue it's very difficult to isolate the problem.

Is yours an intermittent issue as well? Can you PM me your primary number and/or username and include a short description of the issue?

Thanks,

Allen

[speedbump]

FWIW I haven't had any problem here since Allan's post before Christmas. I really hope they found something, and the problem is solved, for good... After a couple of years with virtually no problems at all it was very frustrating to go through this last adventure.

[semibru]

So, after much research I discovered that the current (and past versions) of the firmware for the DIR655 basically do NOT support VOIP. There is a long string on this topic on the D-Link user forum. Just my luck, too, since I bought this D-Link to replace a Linksys WRV-200 that had similar issues. (Note to others: NEVER purchase a the WRV-200. Even when I got voip to work, I still needed to reboot the thing every other day because the wireless would simply stop working.)

But, I also have a new Netgear router (WPN824)... I swapped them and everything is working fine now. I've had a dialtone for over a week without rebooting and by caller ID works again. Ah, the little things we take for granted...

[Spirit]

So, after much research I discovered that the current (and past versions) of the firmware for the DIR655 basically do NOT support VOIP. There is a long string on this topic on the D-Link user forum. Just my luck, too, since I bought this D-Link to replace a Linksys WRV-200 that had similar issues. (Note to others: NEVER purchase a the WRV-200. Even when I got voip to work, I still needed to reboot the thing every other day because the wireless would simply stop working.)

But, I also have a new Netgear router (WPN824)... I swapped them and everything is working fine now. I've had a dialtone for over a week without rebooting and by caller ID works again. Ah, the little things we take for granted...

Mmmmm I'm kinda surprised about that, has it has QoS has one of it's selling argument (including voip and so on).

Saying *it doesn't support* voip seems just a plain wrong easy answer comming from DLink though...

Whats the URL of that thread you're talking about? Does all DLink router having QoS (or not) are not *voip* compatible.
I mean sure it's not VoIP enabled as you don't use the DLink as the gateway... anyhow :) Let me (us) know!

[Spirit]

Just had a look at the dlink forums and seems there are some issues with the DNS Relay of the firmware version of 1.21 and they suggest to disable SIP ALG on the router too...

So I don't think it's a router issue foremost as other users had issues too....