Outbound Calls - 1 ring, then dead air - Wife ready to kill me.....

I've been having intermittent problems for the last several weeks. The symptom:

Outbound calls to some numbers intermittently ring one time, then we hear dead air. The called party also hears one ring, but their Caller ID displays our phone number.

This doesn't affect all called numbers - just certain, repetitive ones. Most have been Brighthouse Cable VOIP phones, but at least one was an AT&T POTS line.

The ATA is a Grandstream TH502, and it's in front of the router. I've power cycled the ATA numerous times, which doesn't change the symptom.

There have been a total of three tickets opened (including one this morning) concerning this problem. In each of the 2 previous tickets, the response is to "try it now", and of course, when we try it, it works.

However, as soon as a few hours later, it's back to the same problem.

My spouse is fit to be tied, and has issued certain ultimatums, that involve my future ability to father children, and other sundry threats. You see, one of these problem phone numbers belongs to her sister, and another is a close friend that she calls frequently. This is NOT a 'discussion' I'll win, until the phone is working properly again.

Has anyone else run into this problem, and if so, how was it resolved?

Gary

I would suggest trying it behind the router, and enabling port forwarding. I had issues like this with my Linksys RTP312 in front of the router.

gls,

Interesting, as my wife is claiming something similar, although there have been no threats or ultimatums.

Calls to one neighbor in particular, who also has VOIP (although through Optimum Voice,) intermittently go straight to their voicemail.

Another is calls to her mother. Sometimes they ring once, and then nothing.

I made an interesting observation (perhaps) when my wife calls me at the office. Recently, like the past week or so, the number comes up on our fancy Cisco IP phones twice on the caller ID. Almost as if the call is being served twice, possibly through VOIPo on both ports. Could one be the "real" call, and the other be a "ghost?" Then it just becomes the luck of the draw on which one gets connected? This would explain the intermittency.

Anyway, I kept blowing it off as an anomaly until I read your post.

Now, I think we may be on to something.

Dave.

Gary, Dave:

I have the same problem...its been about 3 weeks or more...only to select numbers. My ATA is behind my firewall and port forwarding doesn't seem to help...The numbers that exhibit the problem were initially dialing just fine with no port forwarding enabled...what's changed?

Hertz

Interesting. My ATA is also behind the firewall with port forwarding enabled and SIP-ALG disabled.

I have opend a ticket with VOIPo support, text follows.

I will keep you guys updated when I hear back.

Dave.



Gentlemen,

I seem to have an intermittent issue with outgoing calls. I wasn't too concerned about it until 2 other VOIPo customers posted on the forum with the same issue. Interestingly, 2 of us have the ATA "behind the router" topology, and one has the ATA outside the network.

It seems when calls are made to 2 numbers, one a VOIP number (through Optimum Voice, not VOIPo) and one to a standard POTS number, the former goes directly to voicemail, and the latter drops after one ring. The latter sees the number come up on caller ID, but the call is not completed.

I also noticed a strange behavior recently when my home number calls my work IP phone.

The number comes up twice on the caller ID, as if the call is being served twice. Once correctly, and once as if it were a "ghost" call. Sometimes it completed successfully, sometimes not, as if I have a 50-50 chance.

Not sure if it is helpful, but I have clipped 3 call references, 2 are unsuccessful calls, the 3rd was a call to my work when the number showed up twice on the caller ID.


Call Reference ID: 870781483-5078-66@BJC.BGI.B.FA
Call Reference ID: 900834840-5078-68@BJC.BGI.B.FA

Call Reference ID: 1974826232-5078-97@BJC.BGI.B.FA

Any insight into the issue is appreciated, as I suspect you may be hearing this from others as well.

Thanks.

this seems to be standard operating procedure for VOIPO service. Some calls don't go through, some do. They add the routing and fixed. Seems very scary they have to manually add routing. Are the using a home pc hosted by gator to manage calls?

My issue was also fixed by doing route work on the 2 numbers. From what I have read on the Broadband forums, this type of issue is not exclusive to VOIPo.

Not making excuses, just saying.

Dave.

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Originally Posted by DaveH

My issue was also fixed by doing route work on the 2 numbers. From what I have read on the Broadband forums, this type of issue is not exclusive to VOIPo.

Not making excuses, just saying.

Dave.

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Good input, which other providers have this issue too? Any large ones? Never saw it with TimeWarner over 2 years of service.

I've seen posts regarding Callcentric, VOIP.ms.

I posted a question on the Broadband VOIP tech board:

A few weeks ago I had issues with outbound calls to 2 specific numbers. One would consistently go to the recipient's voicemail, the other would drop after one ring. I contacted my VOIP provider (VOIPo) and the fixed the issue by modifying the routes.

Is this common among VOIP providers?

What can they actually modify and how much control do they have over the route a call takes?

... and got this answer:

As with all providers they do choose the routes that your calls take.
The routes are generally chosen by what is called least cost routing. That means that in practicality, the provider tries to choose the route that cost the least and hopefully works.
When that route doesn't work for some, they simply put them over another carrier that maybe costs more or maybe has better access to the terminating point.

Mostly has to do with cost to the provider but as in any business in the world, cost is a major factor..

With respect to VOIPo, I have been around since the beta testing days and they have evolved into a first class VOIP provider and at one of the lowest cost...service, in my opinion, is second to none, as in many cases the owner of the company gets personally involved in any issue that routine support cannot solve..

No, I don't work for them..

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Originally Posted by ai2000

Good input, which other providers have this issue too? Any large ones? Never saw it with TimeWarner over 2 years of service.

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Maybe not, but what is the difference in cost between TimeWarner and VOIPo?

I guess I'll need to do the same ...

I had no issues calling my "problem numbers" between July at start of service and the end of August or mid-Sept.

Never had to request routing work for Packet 8, Sunrocket, or Viatalk.

Hertz

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Originally Posted by ai2000

Good input, which other providers have this issue too? Any large ones? Never saw it with TimeWarner over 2 years of service.

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I've just started having the same issue with Timewarner. Noticed in my call logs that the times were showing up as am, however it was pm when I was calling out.

I am having the same problem with a wide variety of telephone numbers I am trying to call. Sometimes, it will drop the call after 15-20 seconds into the call.
I truly hope that VOIPO is on top of this, and is in the process of fixing this. I cannot afford to not be able to return calls from clients, or be in the midst of a conversation with a client, and voila.... No one on the other end of the phone.

ISP is Comcast.

I have similar issues. Finally got everything working about 2 weeks ago & then after my home phone number was successfully ported 2 days ago, these same outgoing call issues re-emerged; calls ring once & drop or go to called no. voicemail. Also can't get simultaneous ring to work on incoming calls. Both lines(one is cellphone) sometimes ring only once & then quickly go to voicemail before either line can be answered? ? ?

I was having the same persistent problem with one specific number. I created a support ticket in the evening and Voipo support resolved the issue by the next morning by applying a routing update for that number. Try getting that kind of quick help with your POTS. Thank you Voipo!

Hertz,

I had to request a routing fix when I was with Packet8.

The support staff has been real pleasant and seemingly knowledgeable. Unfortunately, my problems keep popping up. Had not had an issue in nearly 1.5 years, and now customers cannot contact me as the phone drops calls after 1 or 2 messages, and jumps to voicemail. Also, my calls out drop after the conversation starts.
I really hope they can figure out what is really happening!!!!

Yes, I am having the same problem. Calls ring, then go busy while call is still ring on other phone. Does not ring and goes straight to call cutting off part of the opening conversation. Etc etc etc. What is happening????? It was working fine before.

+1 for dead air on our end and ringing on the other. It has been happening here for about a month. Seems to affect the same numbers for me as well. They say they made a change and had me reboot my ATA, then mentioned my router. The router has been configured the same way and up for months. Something obviously changed on their end somewhere.

I suspect the changes have to do with VOIPo routing calls with different carriers along the way.
It is necessary in this business as carriers have problems and as a result require the providers to change routes on occasion.
Each carrier has its own method of originating and termininating calls and sometimes these clash.

Even if this is a temporary problem, I would suggest setting up your routers to forward ports 5400-65000 to your ATA. Also want to create a fixed IP on your ATA ro the router knows where to point those forwarded ports.

Sometimes it is also necessary for the provider to put you on a different route due to certain areas that may have problems, and that can be done by creating a trouble ticket or maybe a phone call to them..

Well something needs to be fixed immediately!!! I just got this service and it was working fine until now!!! Of course everything starts breaking down after 30 days of service!!! Too good to be true I guess. I left optimum voice for VoIPo!!! Not happy right now.

There are no widespread issues on our end that we're aware of. If you have issues, you'll need to work with our support team. When contacting us about these types of issues, please include sample numbers that you're having issues with so we can review the logs. Without knowing the numbers you have problems calling, there's very little we can do outside of general troubleshooting.

So you are going to fix every number I call? This will not resolve the problem. We've tried this before rerouting a specific number I call. I can't call tech support every time I have an issue with a certain phone number. That means the phone system no longer works for me. I don't have a lot a time to troubleshoot for hours and hours when I need to spend the time using the phone system that I paid 200.00 up front. What happens to thr time lost for my phone system not working? I will call your tech person when i am back home to fix but if not resolved I will have to cancel.

I realize this is an old thread but I don't give a crap. I have the same issue for a while and nothing is fixed yet. Anyone else having this issue??

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Originally Posted by Razzy

I realize this is an old thread but I don't give a crap. I have the same issue for a while and nothing is fixed yet. Anyone else having this issue??

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Contact us at support@voipo.com and we'll be able to help you. If it rings then goes to dead air, the most likely issue is that the audio stream is being blocked by your router/modem. Support can help you setup port forwarding on your router to always allow our traffic through to the VOIPO device and that'll likely resolve your issue.

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Originally Posted by VOIPoTim

Contact us at support@voipo.com and we'll be able to help you. If it rings then goes to dead air, the most likely issue is that the audio stream is being blocked by your router/modem. Support can help you setup port forwarding on your router to always allow our traffic through to the VOIPO device and that'll likely resolve your issue.

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I've been in contact with support for a long while. So far, nothing is helping. I already did UDP port forwarding range 5004-65000 to 192.168.222.179 which is grandstream box internal IP. I left it alone until we fix the issue. Still the same issue. Most of the time, the outgoing calls dialed out no problem and I can stay on for HOURS without being disconnected. But some certain number will not dial out at all that I had to use my cell to call. If I use a different number while cannot dial that certain number, it will dial out no problem. It rings once, then nothing. Sometimes the party would tell/ask me if I called them earlier because they answered and it was dead air.

I've been in contact with support for a long while. So far, nothing is helping. I already did UDP port forwarding range 5004-65000 to 192.168.222.179 which is grandstream box internal IP. I left it alone until we fix the issue. Still the same issue. Most of the time, the outgoing calls dialed out no problem and I can stay on for HOURS without being disconnected. But some certain number will not dial out at all that I had to use my cell to call. If I use a different number while cannot dial that certain number, it will dial out no problem. It rings once, then nothing. Sometimes the party would tell/ask me if I called them earlier because they answered and it was dead air.

I also went through three different routers. All with same issue. My current router is an OpenWRT version.

Although they emailed me last night/this morning, that they did changes to my account and let's see how it works now. I'll post back if I still have issues.

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Originally Posted by Razzy

Although they emailed me last night/this morning, that they did changes to my account and let's see how it works now. I'll post back if I still have issues.

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I'm not sure it will help or not, but for me it came down to hardware. After a year or so of agony with "support", I replaced the ATA...something that should have been suggested/considered way earlier in the process...and things magically got a heck of a lot better. I've been up without interruption ever since. Good luck!

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Originally Posted by Razzy

I realize this is an old thread but I don't give a crap. I have the same issue for a while and nothing is fixed yet. Anyone else having this issue??

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Yes, I see this issue a lot with only 1 phone number (my parents) which is to a rural phone company in TN.

They have made route changes, and it works for a while. Then it is back to the same problem. I've emailed support again to see if this can be finally resolved.

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Originally Posted by tttony

I'm not sure it will help or not, but for me it came down to hardware. After a year or so of agony with "support", I replaced the ATA...something that should have been suggested/considered way earlier in the process...and things magically got a heck of a lot better. I've been up without interruption ever since. Good luck!

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Did they replaced it with the same make/model? Or a different brand? VOIPO used to have Linksys models before - I had it for a while and it had zero issue. Then I created a second phone account - got Grandstream instead, a week or two later, I closed the first account and sent back the Linksys model. I wish I kept it.

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Originally Posted by VOIPoTim

Contact us at support@voipo.com and we'll be able to help you. If it rings then goes to dead air, the most likely issue is that the audio stream is being blocked by your router/modem. Support can help you setup port forwarding on your router to always allow our traffic through to the VOIPO device and that'll likely resolve your issue.

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Tim, still having the same issue. It is not my side but your side. I did a small test today with two phone numbers, Phone number #1 doesn't work, phone number #2 works. Here what I did.

Called Phone number #1... ring.... dead air
Called Phone number #1 again ... ring... dead air
Called Phone number #2 ring...ring...ring...answered. Talked with party for 3 mins no problem. Hanged up normally.
Called Phone number #1 3rd time... ring.... dead air
Called Phone number #1 4th time... ring.... dead air.

This is all within ten minutes. It is clearly something to do with your side.

Tim, still having the same issue. It is not my side but your side. I did a small test today with two phone numbers, Phone number #1 doesn't work, phone number #2 works. Here what I did.

Called Phone number #1... ring.... dead air
Called Phone number #1 again ... ring... dead air
Called Phone number #2 ring...ring...ring...answered. Talked with party for 3 mins no problem. Hanged up normally.
Called Phone number #1 3rd time... ring.... dead air
Called Phone number #1 4th time... ring.... dead air.

This is all within ten minutes. It is clearly something to do with your side.

The problem definitely still exists and I suspect it always will until the VOIP carriers get their act together. I had two numbers in the past two days that needed the infamous "routing treatment". I'm thinking the help desk has created a template for these problems since they happen so often.

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Originally Posted by Ansextra

The problem definitely still exists and I suspect it always will until the VOIP carriers get their act together. I had two numbers in the past two days that needed the infamous "routing treatment". I'm thinking the help desk has created a template for these problems since they happen so often.

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Yes, I as well as my parents have been having this issue for the past several months. I've had VOIPO service for the past 4 years with no issues until now. Random numbers won't go through and there's no pattern to it...they are local, regional, LD, and international calls. One ring and click. I'm really getting fed up. Wondering if this is a regionally based issue as we are both in NJ. Latest ticket response has said that the issue lies outside of the VOIPO network and is beyond their control. Not helpful. If this is the case a more detailed explanation is warranted.

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Originally Posted by Razzy

Did they replaced it with the same make/model? Or a different brand? VOIPO used to have Linksys models before - I had it for a while and it had zero issue. Then I created a second phone account - got Grandstream instead, a week or two later, I closed the first account and sent back the Linksys model. I wish I kept it.

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I replaced it myself with an Obi202. Still working great!

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Originally Posted by tttony

I replaced it myself with an Obi202. Still working great!

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I am using an Obi202 for both of my Voipo lines and still have the "ring once and die" issue periodically so the problem has followed the ATA. To my knowledge the ATA doesn't have anything to do with the remote call routing.

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Originally Posted by Ansextra

I am using an Obi202 for both of my Voipo lines and still have the "ring once and die" issue periodically so the problem has followed the ATA. To my knowledge the ATA doesn't have anything to do with the remote call routing.

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Sorry to hear that. I'm in good shape now. Although we did need the infamous "treatment" for the mother-in-law several times. It's kind of funny really, I think someone else had a very similar scenario. That's some pretty high tech logic to deny connection to the mother-in-law only ;)

My company has several hundred numbers/accounts with voipo, using equipment from a lot of different brands (grandstream, obi, linksys, cisco, polycom, asterisk, and about a dozen others).

Most of our accounts work fine. But a scattering of our numbers suffer from the one-ring-then-dead issue over and over, resulting in a disproportionately high volume of our support tickets. We have to first perform internal troubleshooting to make sure it isn't a device, network, or user issue. It usually isn't, so then we have to log and submit call examples so voipo can perform "route treatments". After going through the support ticket process, that dialed number then works, but a day later we may run into a different number requiring yet another route treatment.

My understanding is that voipo uses multiple carriers for routing calls. Which carrier is used depends on origination and destination, plus (I assume) the relative cost of the various carriers... lowest cost having priority. That is, unless they perform some kind of manual override (route treatment), causing a more reliable carrier to be used.

I believe that a few weeks ago, one carrier was removed from the voipo routing "pool" due to poor performance. But it sounds like there is at least one more flakey carrier out there that is still causing problems.

Either that, or there's simply a flaw/bug in the voipo network somewhere, causing certain routes to be unreliable.

I would think that some kind of intelligence could be written into the system, for example not allowing the same route to be used within a short time on a redial. Or to take note of 2 or more attempts to call a number within a short period of time, then an automatic route treatment could be applied. Combine that with elimination of flakey routes/carriers, and voipo could be much more robust and reliable.

Hopefully, the issue can be hunted down and dealt with, because (IMO) this is really the single largest negative issue with voipo at this time.