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

I would have to agree that this is the single largest negative issue with Voipo (at least to me). It seems as if I run into at least one number that rings once and dies almost daily. It is at the point that when I dial a new number I find myself holding my breath waiting for the second ring. I've opened numerous tickets and have had the infamous "routing treatment" successfully done every time but the thing about phone service is that I expect to be connected when I dial a number. It wouldn't be so bad if I could call right back and get connected a second time but I can't even do that. If a number doesn't work it just doesn't work until the "routing treatment" is done. Unless I am on IM with someone it is impossible to ask them to call me back as I have no way to ask them to do that. All in all this is EXTREMELY frustrating. Phones need to connect when a number is dialed. Once in a while I understand that there can be issues but the frequency with which this happens makes it unacceptable.

I've also had to do numerous routing treatment requests but my issue is slightly different, in my case some outgoing calls only stay connected for 20-30 seconds before dropping. I've done extensive troubleshooting with my router and ATA and even swapped both of them but still have the problem. Routing treatments always correct the issue, but it sometimes happens a few days later to the same number. Fortunately it doesn't happen with all outgoing calls, but like you mentioned its frustrating when it does because I have to call the person back from a different phone when it happens until the support ticket is answered.

I also agree that this is the biggest negative issue with Voipo.

This issue is still happening:

http://www.dslreports.com/forum/r297...reatment-Blues

Can those of you having this issue with outgoing calls please let me know if it seems solved now? I've had our developers going through a ton of call samples from the users that have reported this issue and they believe that they found an issue that was causing some some calls to fail. It was a very tiny % of customers that would be impacted (those that use a certain combination of features), but it appeared in nearly all of the customer examples I had them analyze.

This wasn't something support would have been able to see since they don't have that level of detail so they tried "updating the LCR route" to another carrier and while that solved it in some cases, it wasn't the real issue.

There will always be an occasional routing issue with VoIP and there will always be situations where there are sometimes NAT issues that cause issues, but it shouldn't be a regular thing.

With so many of you reporting issues on here and to me directly, I knew there was something going on and I'm glad we've finally found what we believe is the cause and corrected it.

For those of you that were having this issue, please let me know if it seems to be cleared up for you or if you continue to have issues. Our developers are pretty confident that this was the culprit.

If you do have a failed call, please e-mail me directly at tim @ voipo.com with your VOIPO username, the number you called that failed, and the approximate date/time so we can look into it specifically.

As always if you need anything related to VOIPO, please feel free to e-mail me directly.

Thank you for your business!

My father who has Voipo still has this issue to one specific number, so something else must be going on. There are no call reference logs to provide in vPanel because the attempted call doesn't even show up as if you never attempted the call. He had to use his cell phone to make the call.

He can't reach 813-840-6904 (Bay Palms Golf Club, Tampa FL):

1st attempt on Dec 28.....1 ring then dead air
2 attempts today Jan 2....1 ring then dead air

I'm not at my house right now, so I'm not able to see if I have the same issue from my device.

Update:

I tried again from my house this time and the same issue....1 ring then dead air. ATA is connected directly to a bridged DSL modem w/ a public IP (no NAT or firewall), so problem is definitely on Voipo's side....

Just for the heck of it I tried calling the number myself. I'm in NJ if that makes a difference. For me the number rings twice and then goes dead. Works fine from my cell.

I have been a Voipo customer going on 6 years now and generally the service has been good but the last couple of months were hellish. I have had to submit multiple support tickets and each time the issue creeps back.

This issue of outgoing dead calls caused me so much headaches that I switched one of my lines to a different provider, even though I lost about 6-8 months prepaid service with Voipo.It was very frustrating and since it was my SOHO line, I did not want to continue always having to contact Voipo support for re-routing a specific number each time. Voipo is not refunding the remainder of my unused credit. I am not a big consumer of calls on my residential line, but if this issues such as these persist, I will definitely be switching that line to a new provider when it is up for renewal.

I am hoping that they have gotten to the bottom of the issues.

It looks like it solved my problems! Great!

Quote:

---

Originally Posted by VOIPoTim

Can those of you having this issue with outgoing calls please let me know if it seems solved now? I've had our developers going through a ton of call samples from the users that have reported this issue and they believe that they found an issue that was causing some some calls to fail. It was a very tiny % of customers that would be impacted (those that use a certain combination of features), but it appeared in nearly all of the customer examples I had them analyze.

This wasn't something support would have been able to see since they don't have that level of detail so they tried "updating the LCR route" to another carrier and while that solved it in some cases, it wasn't the real issue.

There will always be an occasional routing issue with VoIP and there will always be situations where there are sometimes NAT issues that cause issues, but it shouldn't be a regular thing.

With so many of you reporting issues on here and to me directly, I knew there was something going on and I'm glad we've finally found what we believe is the cause and corrected it.

For those of you that were having this issue, please let me know if it seems to be cleared up for you or if you continue to have issues. Our developers are pretty confident that this was the culprit.

If you do have a failed call, please e-mail me directly at tim @ voipo.com with your VOIPO username, the number you called that failed, and the approximate date/time so we can look into it specifically.

As always if you need anything related to VOIPO, please feel free to e-mail me directly.

Thank you for your business!

---

After several months of experiencing this problem and it being fixed for specific numbers, it's still a problem as recent as today. It's very frustrating to not be able to complete the call. One thing I noticed
with one of the numbers I called today is that it did ring more than once prior to disconnecting. It rang approx. 6 times and then disconnected so I guess that's "progress", but the end result is the same;
it disconnects. I used my cell phone as I now know I have to do when this happens. Today I asked the person I attempted to call, if the phone rang previously. I was told it never rang although on my end, it rang several times prior to disconnecting. On another attempt to another number, it reached the persons v-mail and then disconnected during their outgoing msg. This is a problem with both local and long distance calls. There needs to be a permanent resolution to this problem.

What is your ticket number? Our developers are actively looking more into this issue today.

Quote:

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Originally Posted by jazz4me

After several months of experiencing this problem and it being fixed for specific numbers, it's still a problem as recent as today. It's very frustrating to not be able to complete the call. One thing I noticed
with one of the numbers I called today is that it did ring more than once prior to disconnecting. It rang approx. 6 times and then disconnected so I guess that's "progress", but the end result is the same;
it disconnects. I used my cell phone as I now know I have to do when this happens. Today I asked the person I attempted to call, if the phone rang previously. I was told it never rang although on my end, it rang several times prior to disconnecting. On another attempt to another number, it reached the persons v-mail and then disconnected during their outgoing msg. This is a problem with both local and long distance calls. There needs to be a permanent resolution to this problem.

---

Hi Tim,

I finally documented the problem in an existing ticket for another problem that's been escalated to Tier2 support. The ticket number is #UOF-340-37161. I've called several
times regarding this issue since Sep '14. The problem has been documented and referenced internally at Voipo during these calls.

Thank you!

Quote:

---

Originally Posted by VOIPoTim

What is your ticket number? Our developers are actively looking more into this issue today.

---

Quote:

---

Originally Posted by jazz4me

Hi Tim,

I finally documented the problem in an existing ticket for another problem that's been escalated to Tier2 support. The ticket number is #UOF-340-37161. I've called several
times regarding this issue since Sep '14. The problem has been documented and referenced internally at Voipo during these calls.

Thank you!

---

Ok great, I'll bump your ticket up to our developers so they have another example to look at.

Please add me to this list. The problem has been intermittent but has become much more common in recent weeks. Initially it was calls to one number not going through and it was fixed by a manual update to routes. In the past few days, several calls to different numbers either dropped after one ring or conked out during the call itself.

I am currently working with Tech Support via #ZMU-108-14924. In fact, when we called this in today, one of the calls got dropped mid conversation.

I have sent results of a traceroute to sip-central01.voipwelcome.com to Tech Support as requested earlier today.

For completeness: I've tried unplugging the device, waiting a few minutes, and plugging it back in, rebooting the Verizon FiOs router, etc. Network tests to check for VOIP suitability indicate the internet connection is fine 29 Mbps down, 18 Mbps up, low jitter, low packet loss (via http://voiptest.8x8.com/)

One other possibly useful bit: For a day or two, we got three short tones before the continuous dial tone when clicking on the cordless phone to make a call. Today, the standard dial tone comes on, no short tones.

We have basic Voipo service and aren't using any special features other than normal phone calling.

I sent a similar post yesterday and it hasn't gotten out of the mod queue so I'm trying again.

I've had Voipo for a few months and am experiencing similar symptoms. Initially, some numbers would ring once and stop. Those got manually added to some list by tech support and rerouted. Now, on some days, outbound calls to several numbers have that problem along with calls dropped mid conversation and/or with poor audito quality. It will fix itself for a couple of days and start again. We've called in to tech support, they see several dropped calls in the logs, and one support call got dropped mid-call.

Tech support asked for a traceroute which I sent and which they determined to be inconclusive. They want to do a live session and look into port forwarding. I don't think this will help either but will schedule an appointment to try it. I've rebooted the router and unplugged/replugged the Voipo device several times.

I use no special features, just regular calling. http://voiptest.8x8.com/ says my Verizon FiOS is working fine for Voip with ~20Mb/s down and up, low packet loss, and other indications of good connectivity.

This is currently under ticket [#ZMU-108-14924]

This sounds like another datum for the developers. Whatever the underlying problem it is slowly getting worse.

Still having this issue :(

Quote:

---

Originally Posted by lrnarasimhan

I sent a similar post yesterday and it hasn't gotten out of the mod queue so I'm trying again.

I've had Voipo for a few months and am experiencing similar symptoms. Initially, some numbers would ring once and stop. Those got manually added to some list by tech support and rerouted. Now, on some days, outbound calls to several numbers have that problem along with calls dropped mid conversation and/or with poor audito quality. It will fix itself for a couple of days and start again. We've called in to tech support, they see several dropped calls in the logs, and one support call got dropped mid-call.

Tech support asked for a traceroute which I sent and which they determined to be inconclusive. They want to do a live session and look into port forwarding. I don't think this will help either but will schedule an appointment to try it. I've rebooted the router and unplugged/replugged the Voipo device several times.

I use no special features, just regular calling. http://voiptest.8x8.com/ says my Verizon FiOS is working fine for Voip with ~20Mb/s down and up, low packet loss, and other indications of good connectivity.

This is currently under ticket [#ZMU-108-14924]

This sounds like another datum for the developers. Whatever the underlying problem it is slowly getting worse.

---

lrnarasimhan,

Please open a ticket with some specific call ID's and I can go ahead and take a look for you. You can put ATTN: Clay in the subject line and the Tier 1 staff should pass it up to me.

With specific call examples I can do my best to track down your exact issue.

Thanks,
Clay

Quote:

---

Originally Posted by Razzy

Still having this issue :(

---

Razzy,

Do you have a ticket id I can look at?

Thanks,
Clay

Quote:

---

Originally Posted by VOIPoClay

Razzy,

Do you have a ticket id I can look at?

Thanks,
Clay

---

Clay,

I believe Tim already set me up but here it is just in case. Sorry for the delay. Thank you!

Ticket ID #IOR-782-99970

Larry

Just FYI, I barely called anyone in past few days but I didn't have any issues. Not sure if it's fixed but I'll be sure to let you know :)

I have a horrible issue with my Voipo service, I will likely have the police here accusing me of harassment.

When I place a call, it rings and rings from my side which seems like the other party isn't answering. What actually is happening is the party answers and gets dead air. They hang up then their phone rings again with caller ID showing my voipo number. This will continue for about half an hour. I tested by calling my cell phone and I counted 47 missed calls, all of which were caused by a single call from my voipo line. This also continues while my ATA is disconnected from the network and from power. So, this tells me the call is originating from Voipo's server.

The way I understand SIP, a placed call contacts the sip server to set the call up, once the server has established the call it connects the 2 sip devices to each other directly. For some reason their server continues to place calls to the destination for a half an hour. There is nothing I can do to make it stop. I have been trying to get to level 2 support with no luck, my support tickets are flooded with them wanting me to run their network test, reboot the device, etc. Obviously if I'm disconnected from the Internet and my voipo number repeatedly calls someone, its not a problem on my network.

Has anyone else experienced this problem and found a way to get level 2 support involved to fix it?

Quote:

---

Originally Posted by Julia

Has anyone else experienced this problem and found a way to get level 2 support involved to fix it?

---

I have had this happen a few times, if you contact VOIPoTim he can get you to level 2.

Quote:

---

Originally Posted by Julia

I have a horrible issue with my Voipo service, I will likely have the police here accusing me of harassment.

When I place a call, it rings and rings from my side which seems like the other party isn't answering. What actually is happening is the party answers and gets dead air. They hang up then their phone rings again with caller ID showing my voipo number. This will continue for about half an hour. I tested by calling my cell phone and I counted 47 missed calls, all of which were caused by a single call from my voipo line. This also continues while my ATA is disconnected from the network and from power. So, this tells me the call is originating from Voipo's server.

The way I understand SIP, a placed call contacts the sip server to set the call up, once the server has established the call it connects the 2 sip devices to each other directly. For some reason their server continues to place calls to the destination for a half an hour. There is nothing I can do to make it stop. I have been trying to get to level 2 support with no luck, my support tickets are flooded with them wanting me to run their network test, reboot the device, etc. Obviously if I'm disconnected from the Internet and my voipo number repeatedly calls someone, its not a problem on my network.

Has anyone else experienced this problem and found a way to get level 2 support involved to fix it?

---

Please contact our support team and we'll be happy to help. That's definitely not normal.

Hi Julia,

Same exact problem here. I have been on 3-4 calls with level 1 support. I FINALLY got to Tier 2, they did one thing, told me to reset my system and try again. Not only did it not fix the problem, it got worse.

I have been trying, unsuccessfully, to get in touch with VoipOTimothyDick. Maybe he'll read this.

Here is a summary of my issue:


---------------------------------------------------------------------------------------------------------------------
---------------------------------------------------------------------------------------------------------------------
---------------------------------------------------------------------------------------------------------------------

Hello,

My phone is still broken and no one at Voipo is responding to my issue.

Here is a new problem that was created as a result of whatever changes Rachel made the other day.

Now, when calling my home (Voipo) phone from my office phone (Vonage), the call gets re-routed to the failover number (my wife's cell phone).

Please Help!!!

Jim

== == == == == == Forwarded message == == == == == ==
From : Jim <@>
To : <tier2@voipo.com>
Date : Sun, 01 Mar 2015 11:56:15 -0500
Subject : Fwd: Re: [#FNU-320-86705]: unable to connect to various numbers
== == == == == == Forwarded message == == == == == ==

Hi Rachel,

I am resending this message.

I had to just reset my Voipo box because incoming calls were going directly to the failover number. After reset, incoming calls come through properly.

I just discovered a new phone number where the system fails as reported below: 315-440-xxxx (my cell phone through TracFone).

Here is a number that works successfully (none of the issues below when calling this number): 315-488-xxxx (my home VOIP line through Verizon).

Please help, my wife is getting really annoyed with the service and it is hard to keep her from making me drop VOIPO as a carrier. I don't want to lose my VOIPO.

If you cannot figure it out, will you please get Timothy Dick involved?

Thank you,

Jim


-------- Forwarded Message --------
Subject: Re: [#FNU-320-86705]: unable to connect to various numbers
Date: Fri, 27 Feb 2015 14:17:20 -0500
From: Jim <@>
To: tier2@voipo.com


Hi Rachel,

I reset my Voipo box and Verizon modem. No luck. My call from VOIPO to my office (Vonage) still just rings on my end and the recipient answer to silence as stated here:

Issue: Customer unable to connect to various numbers. Just rings on his end and the recipient picks up phone and there is just dead air. Once the customer hangs up the recipient gets another call with dead air even though the caller has already hung up. None of this shows in the call history so no call references to list. Calling our TF doesn't show up in call history either.


What can we do now?

Thank you,

Jim

On 2/27/2015 12:13 PM, VOIPo Tier 2 Support wrote:

fc98b484e4cb9713fab60a49697f4e@helpdesk.voipo.com" type="cite">Hello

I've made some adjustments to the adapter settings, please disconnect power for 30 seconds, plug back in, and test to the known numbers having this issue again.

Best Regards,

Rachel S
VOIPo Customer Care


Ticket Details
Ticket ID: FNU-320-86705
Department: Tier II Support
Type: Issue
Status: Pending Customer Response
Priority: Requests Handled in Order Received

Helpdesk: https://helpdesk.voipo.com

Quote:

---

Originally Posted by Julia

I have a horrible issue with my Voipo service, I will likely have the police here accusing me of harassment.

When I place a call, it rings and rings from my side which seems like the other party isn't answering. What actually is happening is the party answers and gets dead air. They hang up then their phone rings again with caller ID showing my voipo number. This will continue for about half an hour. I tested by calling my cell phone and I counted 47 missed calls, all of which were caused by a single call from my voipo line. This also continues while my ATA is disconnected from the network and from power. So, this tells me the call is originating from Voipo's server.

The way I understand SIP, a placed call contacts the sip server to set the call up, once the server has established the call it connects the 2 sip devices to each other directly. For some reason their server continues to place calls to the destination for a half an hour. There is nothing I can do to make it stop. I have been trying to get to level 2 support with no luck, my support tickets are flooded with them wanting me to run their network test, reboot the device, etc. Obviously if I'm disconnected from the Internet and my voipo number repeatedly calls someone, its not a problem on my network.

Has anyone else experienced this problem and found a way to get level 2 support involved to fix it?

---

As I said in the PM reply, I asked a supervisor to take a look at your ticket and get in touch with you about it.

You should hear from a supervisor shortly.

Quote:

---

Originally Posted by 4plus3vette

Hi Julia,

Same exact problem here. I have been on 3-4 calls with level 1 support. I FINALLY got to Tier 2, they did one thing, told me to reset my system and try again. Not only did it not fix the problem, it got worse.

I have been trying, unsuccessfully, to get in touch with VoipOTimothyDick. Maybe he'll read this.

Here is a summary of my issue:


---------------------------------------------------------------------------------------------------------------------
---------------------------------------------------------------------------------------------------------------------
---------------------------------------------------------------------------------------------------------------------

Hello,

My phone is still broken and no one at Voipo is responding to my issue.

Here is a new problem that was created as a result of whatever changes Rachel made the other day.

Now, when calling my home (Voipo) phone from my office phone (Vonage), the call gets re-routed to the failover number (my wife's cell phone).

Please Help!!!

Jim

== == == == == == Forwarded message == == == == == ==
From : Jim <@>
To : <tier2@voipo.com>
Date : Sun, 01 Mar 2015 11:56:15 -0500
Subject : Fwd: Re: [#FNU-320-86705]: unable to connect to various numbers
== == == == == == Forwarded message == == == == == ==

Hi Rachel,

I am resending this message.

I had to just reset my Voipo box because incoming calls were going directly to the failover number. After reset, incoming calls come through properly.

I just discovered a new phone number where the system fails as reported below: 315-440-xxxx (my cell phone through TracFone).

Here is a number that works successfully (none of the issues below when calling this number): 315-488-xxxx (my home VOIP line through Verizon).

Please help, my wife is getting really annoyed with the service and it is hard to keep her from making me drop VOIPO as a carrier. I don't want to lose my VOIPO.

If you cannot figure it out, will you please get Timothy Dick involved?

Thank you,

Jim


-------- Forwarded Message --------
Subject: Re: [#FNU-320-86705]: unable to connect to various numbers
Date: Fri, 27 Feb 2015 14:17:20 -0500
From: Jim <@>
To: tier2@voipo.com


Hi Rachel,

I reset my Voipo box and Verizon modem. No luck. My call from VOIPO to my office (Vonage) still just rings on my end and the recipient answer to silence as stated here:

Issue: Customer unable to connect to various numbers. Just rings on his end and the recipient picks up phone and there is just dead air. Once the customer hangs up the recipient gets another call with dead air even though the caller has already hung up. None of this shows in the call history so no call references to list. Calling our TF doesn't show up in call history either.


What can we do now?

Thank you,

Jim

On 2/27/2015 12:13 PM, VOIPo Tier 2 Support wrote:

fc98b484e4cb9713fab60a49697f4e@helpdesk.voipo.com" type="cite">Hello

I've made some adjustments to the adapter settings, please disconnect power for 30 seconds, plug back in, and test to the known numbers having this issue again.

Best Regards,

Rachel S
VOIPo Customer Care


Ticket Details
Ticket ID: FNU-320-86705
Department: Tier II Support
Type: Issue
Status: Pending Customer Response
Priority: Requests Handled in Order Received

Helpdesk: https://helpdesk.voipo.com

---

VOIPoTim, you got the job done. Things are operating normally again. Thank you very much.