Can't dial 13xxxx numbers

VOIP setup and troubleshooting
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ralph
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Joined: Fri Jul 04, 2008 7:09 pm
Location: Perth

Can't dial 13xxxx numbers

Post by ralph » Tue Aug 26, 2008 3:46 pm

Instead of connecting to the number dial I get a recorded announcement: "We're sorry. Your call cannot be completed as dialed. Please check the number and dial again or call customer service to assist you." Who is "customer service" and what is their number anyway?

Two numbers I have tried repeatedly in last few minutes: 13 17 18 and 13 13 53.

Other numbers 1300 xxx xxx, 08 9xxx xxxx and 041x xxx xxx connect without issue. This is a fairly new service and I don't think I have ever used it to dial a 13xxxxx number before. Looks like a VoIP dial plan issue.

Is anyone else experiencing this problem?

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jokiin
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Re: Can't dial 13xxxx numbers

Post by jokiin » Tue Aug 26, 2008 4:05 pm

ralph wrote:Instead of connecting to the number dial I get a recorded announcement: "We're sorry. Your call cannot be completed as dialed. Please check the number and dial again or call customer service to assist you." Who is "customer service" and what is their number anyway?

Two numbers I have tried repeatedly in last few minutes: 13 17 18 and 13 13 53.

Other numbers 1300 xxx xxx, 08 9xxx xxxx and 041x xxx xxx connect without issue. This is a fairly new service and I don't think I have ever used it to dial a 13xxxxx number before. Looks like a VoIP dial plan issue.

Is anyone else experiencing this problem?

if you prefix the call with 61 does it dial then? if it does then it could be a dial plan issue (assuming you don't have any dial plan of your own that is causing a problem) however you need to keep in mind that 13xxxx numbers are location based services and you may find yourself getting connected to a call a long way from your actual location, this is a common problem for VoIP, not sure if Exetel have taken any steps in the back end to assist with location based services but I would reasonably expect that they wouldn't have

zepher
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Joined: Thu Apr 03, 2008 1:41 pm
Location: Holland Park, Brisbane, Qeensland

Re: Can't dial 13xxxx numbers

Post by zepher » Tue Aug 26, 2008 4:59 pm

Same problem I was able to call my 13 number on the 20th but today nothing? Trying 137202 and 131905 both Qld numbers
Thanks
__________________________________________
Andrew (Zepher) Sweeney

ralph
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Joined: Fri Jul 04, 2008 7:09 pm
Location: Perth

Re: Can't dial 13xxxx numbers

Post by ralph » Tue Aug 26, 2008 5:11 pm

if you prefix the call with 61 does it dial then?
If I prefix the 13xxxx number with 61 they do ring but never connect. If I ring the 13xxxxx from another phone (mobile in this case) they are connected (answered) immediately.

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jokiin
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Re: Can't dial 13xxxx numbers

Post by jokiin » Tue Aug 26, 2008 5:49 pm

ralph wrote:
if you prefix the call with 61 does it dial then?
If I prefix the 13xxxx number with 61 they do ring but never connect. If I ring the 13xxxxx from another phone (mobile in this case) they are connected (answered) immediately.
I'm not sure but there are a few reports of numbers that can't be called by different users and there was a glitch last week with numbers being billed incorrectly (since been fixed) so it could be a dial plan or routing issue internally that is causing some problems, I had some problems this afternoon with a number that wouldn't work also, the problem is the billing interface isn't live so you can't even see if there are any dial errors going on. I have some VoIP adapters that have a debug mode which can sometimes help to pinpoint where there are errors with dialplans, might have to drag one out and hook it up if it continues

taj
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Joined: Tue Aug 26, 2008 8:41 pm
Location: sydney

Re: Can't dial 13xxxx numbers

Post by taj » Tue Aug 26, 2008 8:59 pm

hi there, getting same issue. cant dial 13xxxxx numbers. it says "We're sorry. Your call cannot be completed as dialed. Please check the number and dial again or call customer service to assist you."
Plz do something nor I have to re activate my phoneline.

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Gidget
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Re: Can't dial 13xxxx numbers

Post by Gidget » Tue Aug 26, 2008 9:17 pm

I am getting the same message ("We're sorry. Your call cannot be completed as dialed. Please check the number and dial again or call customer service to assist you.") when I dial 13 numbers and 1800 numbers. However, 1300 numbers work okay.

I will chase this up with the Exetel VOIP experts.

Cheers

Gidget
Log a fault ticket here
or call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)
Exetel Support Portal

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VoIP Admin
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Re: Can't dial 13xxxx numbers

Post by VoIP Admin » Wed Aug 27, 2008 9:45 am

There has been an outage with 13, 1300 & 1800 numbers which I have already escalated this fault with our supplier this morning.

At the moment, I have re-route 13 & 1300 numbers call to an alternative carrier until this issue resolved. I'm still working on the 1800 as I'm having difficulty with the programming. I will get it done asap.

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Re: Can't dial 13xxxx numbers

Post by VoIP Admin » Wed Aug 27, 2008 11:30 am

1800 Added to temporary reroute and should work for now.

taj
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Re: Can't dial 13xxxx numbers

Post by taj » Wed Aug 27, 2008 2:12 pm

Thanks guys . Looks like its working.

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