said by rizzo2dial: said by VOIPoTim:
I've reflagged it as a support request and also flagged for priority so you will have a response today.
Your support team has resolved the issue. Out of curiosity, do you know whether the fix they applied was only for my account, or did they actually correct a bug that was potentially affecting numerous customers?
It's possible it could have impacted some others, but definitely not wide spread. Basically SMS is both ratecenter and carrier dependent. It's currently available in about 7100 of the 9000 ratecenters we service.
On the feature page, we do an LRN dip (basically lookup the underlying carrier) to confirm that the number is eligible for SMS (based on underlying carrier and rate center). If we don't see specific carrier names there, we flag as "not eligible".
When you activated SMS, it was eligible. Sometime between now and then the name the carrier was reporting as in the LRN dip (carrier lookup) for your number changed slightly. The carrier didn't change, but the formatting of the name changed slightly so it was displaying different and our system didn't think it was eligible since it was looking for different carrier names. Name variations are pretty common because carriers use so many different entities for different RCs, areas, etc. So when you tried to send, the system didn't think it was a DID eligible for SMS.
We're contractually obligated to provide a "2 way" SMS service by our SMS vendor so we don't allow "blind sending" if the number can't receive. Basically, we need to keep incoming/outgoing messages within certain ratios so we do the check on BOTH activation for incoming and also every time a message is sent.
Once we added the variation in carrier name your DID was returning into the "eligible" list then your DID met all the criteria to send and was as a result fixed.
Kind of a long answer, but nothing is simple in telecom.... Lots has to happen behind the scenes for every little thing.