Re: Digital phone not accepting Telus and Bell Cell Phone calls in Shaw http://www.dslreports.com/forum/r20747832 en Wed, 11 Nov 2009 07:03:57 EDT Wed, 11 Nov 2009 07:03:57 EDT Re: Digital phone not accepting Telus and Bell Cell Phone calls http://www.dslreports.com/forum/remark,21056711 idlewillkill : You're likely going to keep having that problem, every minimum 90 days, once the number has "aged". Sounds like for whatever reason, their system isn't treating your number as ported out, but rather disconnected, so it keeps getting set for reassignment.
That, or Shaw keeps sending disconnect notices in the porting system, which sends the number back to the owner of that block of numbers after 90 days have passed.]]> http://www.dslreports.com/forum/remark,21056711 Thu, 04 Sep 2008 13:14:55 EDT Re: Digital phone not accepting Telus and Bell Cell Phone calls http://www.dslreports.com/forum/remark,21053330 anon : I've had this problem on at least 3 different occasions and each time it was a Telus problem. They kept "reclaiming" my number and thus their computers would not route the calls correctly. Terribly frustrating and meant I had to spend an inordinate amount of time trying to trouble shoot a Telus problem - all on my own time.]]> http://www.dslreports.com/forum/remark,21053330 Wed, 03 Sep 2008 20:31:11 EDT Re: Digital phone not accepting Telus and Bell Cell Phone calls http://www.dslreports.com/forum/remark,21017835 MattBC :
said by CR123 See Profile :

I do think that Shaw should follow through with porting tickets, and I imagine they do in most cases. I do realize they can't just 'fix' the problem, but telling the customer to call TELUS is really just complicating things, and the customer will benefit if Shaw deals with it direct (it'd probably be a lot less headache for all parties, most importantly the customer, even if it ain't Shaw's fault).
Shaw does follow through on their tickets. And Shaw doesn't, or should not be, telling customers to call Telus for issues with their phone. However, telling people to have Telus customer to call Telus support to report an issue with not being able to call to a number that they can call from other providers is a good suggestion.

I mean really, if we think about it, if you're running a business and trying to make the other guy look bad at times would you fix things right away and accept responsibility or delay as much as legally allowed by the CRTC and shift the blame? ;)

I'm thinking the latter happens on a very frequent basis. After dealing with these types of issues for 3 years now, I can confidently say it happens frequently.

Let me put it this way. Say there's a routing issue from Shaw to another provider. If it comes to my attention, it's 2 minutes on the phone, I get a call back in 15 to 20 minutes, and guess what - it's fixed!

Opposite thing happens, it's literally days before it gets fixed by Telus. Not sure if the processes or equipment is all that different between the two, but I'm guessing that it could be done just as quickly about someone who cares about the customer.

I could care less who I work for, as long as people are happy. That's what it's really about, and yes, I'm real. :)

Matt
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LIFT. EAT. REST. REPEAT. SERIOUSMUSCLE.NET]]> http://www.dslreports.com/forum/remark,21017835 Wed, 27 Aug 2008 22:46:35 EDT Re: Digital phone not accepting Telus and Bell Cell Phone calls http://www.dslreports.com/forum/remark,21006367 CR123 : Fair enough. If it's *only* Bell & TELUS cells (and not Rogers, or TELUS landlines) not being able to call through, yep, it's probably a TELUS issue.

I do think that Shaw should follow through with porting tickets, and I imagine they do in most cases. I do realize they can't just 'fix' the problem, but telling the customer to call TELUS is really just complicating things, and the customer will benefit if Shaw deals with it direct (it'd probably be a lot less headache for all parties, most importantly the customer, even if it ain't Shaw's fault).

So that's all I got to say.
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- The content of the preceding post is my opinion, and does not necessarily reflect the opinions of my employer. -]]> http://www.dslreports.com/forum/remark,21006367 Mon, 25 Aug 2008 21:05:06 EDT Re: Digital phone not accepting Telus and Bell Cell Phone calls http://www.dslreports.com/forum/remark,21003787 docsis3 : thank you for putting this to rest.]]> http://www.dslreports.com/forum/remark,21003787 Mon, 25 Aug 2008 12:56:49 EDT Re: Digital phone not accepting Telus and Bell Cell Phone calls http://www.dslreports.com/forum/remark,21001174 MattBC :
said by CR123 See Profile :

Good to know you have all the backend details of the OP's problem in your hand. ;)

Like I says, don't want to start a flame war, but CLEC's and the like sometimes f*** up too, and often tell their customers it was the ILEC's fault.

And it is up to Shaw to correct, as Shaw is the originator of the porting request, and if something is wrong with the porting, the originator should follow the ticket.
Partially true, and here's why.

If the issue was with the CLEC, the number would not have been ported at all, and the number would not have been able to be reached except by SDP customers. However, there were only 2 companies that were not able to call through to the number, Bell and Telus. This indicates both of these ILEC's as not updating their switch info.

As for resolving the issue, Shaw would create a ticket at an escalated level and alert Telus and Bell. At this point, Telus and Bell are both responsibility to resolve the issue in a timely manner. Shaw cannot resolve the issue as they are not able to make the changes to the other ILEC's switches. While the originator might be taking the number, it is not their fault when 2 ILEC's do not update their information.

CLEC's can mess up with not submitting the data to the ILEC fully or with errors in it for the port, causing a port rejection. However, in the case of that, there is no change made to anyone's switches, neither ILEC or CLEC.

I'd suggest that as a Telus Service Technician, you learn the processes that occur in porting a number before being an authority on them. ;) You're in the field and I imagine that you don't deal with these at any type of escalated level in office.

Ideally, the entire world would play nice and ports would be simple. However, there's still politics at play and some companies play unfair, or wait until the last second to confirm ports.

Matt
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LIFT. EAT. REST. REPEAT. SERIOUSMUSCLE.NET]]> http://www.dslreports.com/forum/remark,21001174 Sun, 24 Aug 2008 21:36:26 EDT Re: Digital phone not accepting Telus and Bell Cell Phone calls http://www.dslreports.com/forum/remark,21000843 Its a Secret : What a lot of folks here don't realise is, Telus often creates 'problems' in porting numbers. Why? Because they charge you for 30 days service from when the port is complete, not from initiation of the request. So, they make money from you for nothing.

Don't believe me? Call Telus Mobility and ask them about porting to another prvider. Landline is the same, as you are required to give 30 days notice.

BTW, most of the porting trouble-shooting is done in Manila, and a bit in Montreal.
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"In the future, that which is not mandatory will be illegal"]]> http://www.dslreports.com/forum/remark,21000843 Sun, 24 Aug 2008 20:24:30 EDT Re: Digital phone not accepting Telus and Bell Cell Phone calls http://www.dslreports.com/forum/remark,21000643 CR123 : Good to know you have all the backend details of the OP's problem in your hand. ;)

Like I says, don't want to start a flame war, but CLEC's and the like sometimes f*** up too, and often tell their customers it was the ILEC's fault.

And it is up to Shaw to correct, as Shaw is the originator of the porting request, and if something is wrong with the porting, the originator should follow the ticket.
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- The content of the preceding post is my opinion, and does not necessarily reflect the opinions of my employer. -]]> http://www.dslreports.com/forum/remark,21000643 Sun, 24 Aug 2008 19:29:42 EDT Re: Digital phone not accepting Telus and Bell Cell Phone calls http://www.dslreports.com/forum/remark,20999902 docsis3 : What happened was OP ported his number from Telus to Shaw and Telus did not update there switch to direct all Telus/Bell calls to Shaws switch to get connected with OP. They were most likley endlessly ringing or into a provisioned Telus voicemail inbox. Shaw should be able to escalate this to Telus and let them know whats going on but it is not up to Shaw to correct.

In these cases its best to call Telus with this issue, get a reference number for your cal generated, call Shaw and let them know and Shaw should be able to escalate this with the Telus reference number.]]> http://www.dslreports.com/forum/remark,20999902 Sun, 24 Aug 2008 16:22:04 EDT Re: Digital phone not accepting Telus and Bell Cell Phone calls http://www.dslreports.com/forum/remark,20868894 CR123 : The only caveat is that Shaw (or whoever) has to place the order to port the number correctly, or it will not be acted on / fail. There's a procedure that needs to be followed, like anything else in the five nines POTS system. So it's not always the ILEC's fault.

That said, I have no idea what happened in this case.]]> http://www.dslreports.com/forum/remark,20868894 Tue, 29 Jul 2008 20:44:05 EDT Re: Digital phone not accepting Telus and Bell Cell Phone calls http://www.dslreports.com/forum/remark,20810367 anon : translation issue on telus's end. what happens after shaw ports a number is that telus's phone switches dont always update and they keep routing phone calls from their customers back to the telus line because the switches still have the old info for that phone number. It's common unfortunately with telus and rogers :( glad you got it sorted out though sometimes telus can be real dicks when admitting that it's really their fault. bell seems to be a lot faster to respond to these problems]]> http://www.dslreports.com/forum/remark,20810367 Fri, 18 Jul 2008 05:44:32 EDT Re: Digital phone not accepting Telus and Bell Cell Phone calls http://www.dslreports.com/forum/remark,20809771 anon : I has been resolved finally.. It was telus/bell mobility they never "hit the switch" Im not sure, But it is nice to know that I wasnt the only person in this area with this problem. (this only took about 3 weeks)]]> http://www.dslreports.com/forum/remark,20809771 Fri, 18 Jul 2008 00:13:56 EDT Re: Digital phone not accepting Telus and Bell Cell Phone calls http://www.dslreports.com/forum/remark,20809502 shaner : Is this a brand new exchange for Shaw? The first 3 numbers after the area code is what I mean.

The reason I ask is because many times, new exchanges are not loaded into other providers database as soon as those exchanges are active. And since you're in BC, it would be a Telus database issue, even for the Bell cell phones. Essentially, the Telus Mobility network doesn't recognize your exchange even exists.
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The opinions in this post are wholly my own and in no way reflect the opinions of, or are influenced by my employer.]]> http://www.dslreports.com/forum/remark,20809502 Thu, 17 Jul 2008 23:11:40 EDT Re: Digital phone not accepting Telus and Bell Cell Phone calls http://www.dslreports.com/forum/remark,20805330 anon : Had the same problem. It was shaw's error in not porting the number correctly.

»www.underdoug.ca/]]> http://www.dslreports.com/forum/remark,20805330 Thu, 17 Jul 2008 10:43:53 EDT Re: Digital phone not accepting Telus and Bell Cell Phone calls http://www.dslreports.com/forum/remark,20761482 R0acH : Did you get this resolved yet?]]> http://www.dslreports.com/forum/remark,20761482 Tue, 08 Jul 2008 21:49:58 EDT Re: Digital phone not accepting Telus and Bell Cell Phone calls http://www.dslreports.com/forum/remark,20751322 MattBC : It's a normal problem when Telco's get behind on their homework during number ports.

Think of it as DNS, as it essentially works in a very similar fashion. Say that ISP A and ISP B host their own DNS. Someone moves their hosting from one company to another, and makes the appropriate contact to their host. The host sends out the info, and then it is every ISP's responsibility to load the DNS onto their servers. ISP A has no issue with this, and ISP B does.

Customer on ISP A is able to route to the website in question, and customer on ISP B isn't. The issue lays with the ISP that has not updated the DNS issue on their servers, and has not done the DNS reload.

The Phone issue is the exact same thing, except with a Routing Table. While Shaw might be the provider, Shaw cannot "force" the reload on Telus's end.

However, there should be an escalation that occurs within Shaw to speak with Telus at a "higher level", as both Telus and Shaw are mandated by the CRTC to have these actions completed in a certain time frame.

I've dealt with this way too many times, and seen Telus drag their feet in so many cases. Not trying to deflect the blame, but guaranteed that if you can receive calls from any other provider other than Shaw (Any other cell, PBX, or major Telco's) and not from one particular provider, it is that providers issue and responsibility to resolve.

Matt
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LIFT. EAT. REST. REPEAT. SERIOUSMUSCLE.NET]]> http://www.dslreports.com/forum/remark,20751322 Sun, 06 Jul 2008 23:43:26 EDT Re: Digital phone not accepting Telus and Bell Cell Phone calls http://www.dslreports.com/forum/remark,20747832 stolen :
said by NicV :

We have called Shaw. They say it isnt their problem and to call Telus... I believe this is shaws problem, the phone line is through shaw not telus.
While it may be Telus' problem, Shaw should be handling it, since if you call Telus, they'll just tell you to pound sand since you're not their customer. Call shaw back and escalate until you get someone who can fix it.]]> http://www.dslreports.com/forum/remark,20747832 Sun, 06 Jul 2008 03:09:22 EDT Re: Digital phone not accepting Telus and Bell Cell Phone calls http://www.dslreports.com/forum/remark,20747687 playboy2000 : It sounds like an issue with number portability, but with some sort of odd twist...]]> http://www.dslreports.com/forum/remark,20747687 Sun, 06 Jul 2008 01:47:50 EDT Re: Digital phone not accepting Telus and Bell Cell Phone calls http://www.dslreports.com/forum/remark,20747443 tlhIngan : One thing to check would be to see if you have the "block anonymous calls" or other thing activated on your Shaw account. Telus and Bell phones may not report Caller ID information, which could cause Shaw to block the calls.

(The option is nominally enabled to keep telemarketers at bay, but some phone lines and cell phone providers don't provide that information. Instead, you get "Blocked" or "Number not available", which is what Shaw can block as a Digital Phone option.)]]> http://www.dslreports.com/forum/remark,20747443 Sat, 05 Jul 2008 23:35:47 EDT Re: Digital phone not accepting Telus and Bell Cell Phone calls http://www.dslreports.com/forum/remark,20745735 cableguy84 : when you call shaw ask them to push the number through the switch again (don't know if that's the tech term any more its been a while) but it sounds as if the number was not fully activated on the back end... also have them re provision your DPT's]]> http://www.dslreports.com/forum/remark,20745735 Sat, 05 Jul 2008 14:52:42 EDT Re: Digital phone not accepting Telus and Bell Cell Phone calls http://www.dslreports.com/forum/remark,20745397 anon : We have called Shaw. They say it isnt their problem and to call Telus... I believe this is shaws problem, the phone line is through shaw not telus.]]> http://www.dslreports.com/forum/remark,20745397 Sat, 05 Jul 2008 13:08:35 EDT Re: Digital phone not accepting Telus and Bell Cell Phone calls http://www.dslreports.com/forum/remark,20745244 AnonShawUser : Call Shaw. I remember reading a notice about some issues with Bell Mobility numbers being unable to contact Shaw Digital Phone customers, for some reason. I'm not in digital phone training yet so I don't have all the particulars.]]> http://www.dslreports.com/forum/remark,20745244 Sat, 05 Jul 2008 12:22:34 EDT Re: Digital phone not accepting Telus and Bell Cell Phone calls http://www.dslreports.com/forum/remark,20744975 rodst : Call Shaw.]]> http://www.dslreports.com/forum/remark,20744975 Sat, 05 Jul 2008 11:08:30 EDT Re: Digital phone not accepting Telus and Bell Cell Phone calls http://www.dslreports.com/forum/remark,20744948 anon : I am in Chilliwack BC. When we try dialing we get a recording to check the number we dialed and call back again. It doesn't even ring on the Shaw landline. We are having the exact same problem with my husbands work lines as well. Both systems were installed on the same day. I ported a number from Telus and my husband received a new number from Shaw. ]]> http://www.dslreports.com/forum/remark,20744948 Sat, 05 Jul 2008 10:58:22 EDT Re: Digital phone not accepting Telus and Bell Cell Phone calls http://www.dslreports.com/forum/remark,20744903 ninnpwint : i have been using shaw digital phone since it came out, no problem getting calls from telus, telusmobility, bell cell phone calls and or any other countries calls.
did you accidentally activated the block calls features
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ASUS P4P800SE, Intel P4 3GHz, 2GB RAM, XP-Pro(SP3), IE7 (default), FireFox, 80G disk, Symantec AntiVirus, PC Tools Spyware Doctor(non AV).]]> http://www.dslreports.com/forum/remark,20744903 Sat, 05 Jul 2008 10:43:35 EDT Re: Digital phone not accepting Telus and Bell Cell Phone calls http://www.dslreports.com/forum/remark,20744387 cableguy84 : what to they get when they call you?

because you really have no troubleshooting ability with the phone other then resetting the DPT i suggest calling shaw as this is not normal at all.]]> http://www.dslreports.com/forum/remark,20744387 Sat, 05 Jul 2008 04:46:01 EDT Digital phone not accepting Telus and Bell Cell Phone calls http://www.dslreports.com/forum/remark,20744261 anon : has anyone else had this problem? Digital phone not accepting Telus and Bell Cell Phone calls
We have switched to shaw digital 1 week ago and still havent been able to receive a cell phone call from either cell phone servers]]> http://www.dslreports.com/forum/remark,20744261 Sat, 05 Jul 2008 02:56:18 EDT