Device not registered

[stevech]

Once AGAIN my incoming calls are rolling to my backup number. Outgoing calls normal.

I've complained in the past that this is not an acceptable service level. We need an email or SMS or something to tell us that there's a registration problem.

So I power-cycled the ATA (GS) to try to fix, now the LEDs blink as if the registration is refused.

I've about had it with VoIPo.

[VOIPoTim]

Once AGAIN my incoming calls are rolling to my backup number. Outgoing calls normal.

I've complained in the past that this is not an acceptable service level. We need an email or SMS or something to tell us that there's a registration problem.

So I power-cycled the ATA (GS) to try to fix, now the LEDs blink as if the registration is refused.

I've about had it with VoIPo.

We do not monitor customer devices or customer networks. We only monitor our own network.

If you have a Grandstream, it will alert you when you pick up the phone that it's not registered by playing "Not Registered" instead of the dialtone.

If you are experiencing this frequently, try working with support to make sure your router settings are configured correctly with port forwarding. When the devices fail to connect periodically, it's almost always resolved by tweaking some settings in the route like enabling port forwarding.

[stevech]

We do not monitor customer devices or customer networks. We only monitor our own network.

If you have a Grandstream, it will alert you when you pick up the phone that it's not registered by playing "Not Registered" instead of the dialtone.

Not so. When making outgoing calls, all is normal sounding.

If you are experiencing this frequently, try working with support to make sure your router settings are configured correctly with port forwarding. When the devices fail to connect periodically, it's almost always resolved by tweaking some settings in the route like enabling port forwarding.

Have done so. The VoIPo policy/position seems to be "it's your problem, not ours". Unacceptable.

[VOIPoTim]

Not so. When making outgoing calls, all is normal sounding.
Have done so. The VoIPo policy/position seems to be "it's your problem, not ours". Unacceptable.

If you'd like I'm happy to have a Tier II agent contact you to verify all of your router settings if you'd like.

Beyond that, there's not much else we can do since this involves something outside out of our network.

[stevech]

If you'd like I'm happy to have a Tier II agent contact you to verify all of your router settings if you'd like.

Beyond that, there's not much else we can do since this involves something outside out of our network.

This is not true.

There are tickets on file. Exactly the same as last time tickets were filed when the same symptoms occurred. The VoIPo tech on the last occasion had no diagnosis other than: try forwarding virtually all ports, up to 65535 (the max). Then some other suggested individual ports, because some ports are needed by other devices/apps on computers in this LAN, i.e., it is not practical to forward most all ports to the ATA. So with the suggested discrete port numbers forwarded, this problem reoccurs.

There are TWO PROBLEMS HERE
1. VoIPo does not make any attempt to warn customers that there is some sort of server/registration renewal error in VOIPO's SERVERS such that outgoing calls are normal but incoming calls roll to the backup number. VOIPO's SERVERS KNOW there's a problem because THEY elected to initiate the incoming forwarding. But VoIPo elects to not warn the customer. Nor does the ATA detect a flaw and warn the customer. Let's make this clear: VoIPo's servers NOT ME, elected to invoke forwarding of of incoming calls to the backup/fail-over. That should tell support that something's wrong. The ATA is not reporting a registration error. Outgoing calls normal.

2. The root cause is not known to VoIPo support; they guess and power cycle and so on until it starts working. Then after some expiration time (perhaps 2-4 weeks) the VoIPo servers elect to forward incoming calls as in (1). Or maybe the reoccurring problem is related to the other customers' reports in this thread, triggered by some reboot/restart at VoIPo.

Fix it.

[burris]

I hope I'm not intruding, but just what do you expect them to do for you?

If all were as bleak as you indicate, they would be inundated with complaints and tickets and the service wouldn't be working at all. I don't see this being the case.

I can't see how they could provide the personalized service you are requesting for any price, much less at the price we are paying. I've been with them since the beta days and for me it's the first VOIP service that has worked...and worked well.

I had your frustration with all the previous providers I had and no matter what I tried, nothing worked, so I moved on. Maybe that will be the answer for you in your case as well.

[stevech]

What do I expect them to do? Here's the answer:

Inform the customer by email or SMS or some means that THE VOIPO SERVERS HAVE ELECTED TO INVOKE FAIL-OVER FOR MY INCOMING CALLS. MY OUTGOING CALLS ARE NORMAL; NO ATA NOTICE VISUALLY OR AUDIBLY THAT VOIPO IS HAVING TROUBLE ON THEIR END.

Because the ATA does not tell me it is having problems, I cannot know.

[voipinit]

...
There are TWO PROBLEMS HERE
1. VoIPo does not make any attempt to warn customers that there is some sort of server/registration renewal error in VOIPO's SERVERS such that outgoing calls are normal but incoming calls roll to the backup number. VOIPO's SERVERS KNOW there's a problem because THEY elected to initiate the incoming forwarding. But VoIPo elects to not warn the customer. Nor does the ATA detect a flaw and warn the customer. Let's make this clear: VoIPo's servers NOT ME, elected to invoke forwarding of of incoming calls to the backup/fail-over. That should tell support that something's wrong. The ATA is not reporting a registration error. Outgoing calls normal. ...

Your thinking is a little flawed. VOIPO's servers do not know in advance if the call is going to your ATA or the alternate failover route. When you receive an inbound call, VOIPo servers send an "invite" to your ATA, if your ATA does not respond back, the call is then rerouted to your failover option.