Voice cloud express incoming calls

[superman]

We have a new fibre install, voice cloud express, 1 yaelink W70 digital phone.  No features activated, no call block activated. 

This took a while to figure out and BT repair could not fix it so I did some detective work and came up with following.

Bearing in mind this is a Business that has been unable to start trading due to this issue.

The problem:  

Outgoing calls to any phone works OK

Incoming calls from the BT land network are OK

Incoming calls from the EE mobile network work OK

Incoming calls from Vodaphone and  their MVNO's do NOT work, callers ger Ring no Answer.

I have spent ages on the phone with repair and they are unable to help.

Thank God for the itemised call record otherwise I could not have worked out it was a specific mobile network issue. Of course other networks may fail incoming calls also.

Unfortunately, call divert does not divert the Vodaphone+ calls so callers get RNA also.

Could a BT rep please run with this?

As concurred by Leona221Ng, this not a BT equipment problem, this a Vodaphone network setup problem, this is probably affecting hundreds or thousands of BT Customers. I do know the  BT Exchange that this line is "connected" to if needed. 

[Leona221Ng]

Hello! e-zpasswv com

You’ve narrowed this down well — outgoing calls and inbound from BT/EE work fine, but Vodafone and its MVNOs fail with “Ring No Answer.” This isn’t a handset or local setup issue, it’s an interconnect routing fault between BT’s Voice Cloud Express and Vodafone. The next step is for BT to escalate with Vodafone using your call records so their interconnect team can trace and fix the routing problem. 

[superman]

Hi Leona221Ng, thank you for the compliment!   I used to diagnose and repair these issues, even down to the software, fix them, test them and then send them to half the telephone exchanges in North America.

Thank God a friend called from a BT mobile and it was on the call record online!

[BethM]

Hi superman

Just to confirm, you spoke to the technical support team and advised your findings and they advised they can't assist with certain network providers not being able to call in?

[superman]

Hi BethM, thank you for helping out.

Myself nor my Business partner have not been told this. From intimate experience in this field, it does not make sense that the two largest UK networks don't communicate with each other on a network issue on this scale.

This is also affecting BT's credibility,  if we can't receive calls from the Vodafone,Voxi,Lebara networks then we may have to move on as we can't have customers getting RNA.   

[BethM]

Hi superman

Sorry for the confusion, I meant have you contacted the tech team and told them it's only certain providers? Your post mentioned that BT repair could not fix it? Are they aware it's only some networks that can't get through?

[superman]

Hi BethM, my partner talked at length with repair yesterday,  we did not know about it only being a Vodafone issue at that time. Yesterday evening I was looking at the  BT itemised call log and noticed there was only 1 mobile incoming call and there should have been many. The call was a from a friend, we called them and they called us back and it worked OK, he is on EE/BT so that's how  I worked out it was a Vodafone issue. We have 4 vodaphone/Voxi/Lebara mobiles and they all get RNA. When we spoke to repair yesterday we did not know it was a Vodafone only issue.  I posted the issue on here today because this is a highly technical rare issue and  didn't want to get into the power up/down scenario. It was a shame repair didn't ask us was it only one network having the issue and we could have tried it at that time.

John

[BethM]

Hi superman

The diagnostics for an intermittent issue like the one you've described is quite different to a standard no incoming calls issue. You will need to contact the technical team and advise them what you've told me - they will have access to the checks they did yesterday for context but like I say, there will be different steps they will need to check once they are aware it's only Vodafone calls that are failing.

[superman]

Hi Beth M ,  I managed to contact someone in repair, it was hard work because it was 1st level repair and they did not understand the problem properly, after pleading my case  they put me through to level 2, they understood the problem and agreed the problem would be at Vodaphone. Repair  called me back on Thursday and said they have referred it to Openreach for Vodaphone to rectify and it would be completed on Friday,  it's Monday now and still not fixed and I don't have a contact. There are no open repair tickets on pour account so not sure where this is up to now. Do you, or anyone  with BT reading this, have a contact number that I could call to follow up with?

Thanks

John 

[superman]

Big day Wednesday,  I managed to get a hold of a little known Number Portability dept and they are going to reset/refresh my order, so fingers crossed!