Solved Calls from and to mobile phones not working or working intermittant

[davidsimcox]

• 3CX Version, e.g. Professional Annual
• Server OS, Debian GNU/Linux 9.13 (stretch),4.9.0-13-amd64
• Is the 3CX Server Hosted and where? Hosted on Google Cloud
• IP Phone Make/Model/Firmware Yealink T21P E2 latest firmware / Softphone
• Provisioning Method: STUN / SBC
• Trunk Provider or Gateway Make/Model: Gradwell
• Has the Firewall Checker passed: YES ON SERVER

We have added a number with gradwell today and since then we have had no end of problems. We did change the caller ID to now show international also at the same time but the we got issues with making calls as they started saying forbidden

We then noticed calls coming from mobiles also stopped working saying this persons phone is switched off

We have contacted gradwell and they have stated no changes on our account has happened.

We took a drastic approach after a few hours and did a full restore from 3 days ago when every thing was fine so all modifications for the caller ID would be gone and any changes anyone may have made while trying to fix this would also be removed back to a working condition that was fine for the last few days but that also did not work

Sometimes mobiles can get through but most of the time they cant when it fails and we try to call a mobile we are getting this error

04/01/2021 6:34:23 PM - Call to T:Line:10000>>xxxxxxx38@[Dev:sip:[email protected]] from L:161.1[Extn:520] failed, cause: Cause: 603 Declined/INVITE from xxx.xxx.xxx.xxx:5060

Gradwell are stating it is not an issue there end but if we have done a full restore from 3 days ago when everything was working fine then I don't know what else it can be can anyone give me some pointers where to look

 

[leejor]

Just trying to understand if this is an outgoing issue, incoming issue, or both.

We then noticed calls coming from mobiles also stopped working saying this persons phone is switched off

So...the mobile caller gets this recording when calling your number? Is this a number you have had for some time, or a new number. If new, could it have been assigned to a mobile user, and may still be? And still ported there? Calling a landline number should not result in the recording you describe.

Sometimes mobiles can get through but most of the time they cant when it fails and we try to call a mobile we are getting this error

So you have issues calling any mobile numbers, or just some? Have you narrowed it down to a ceratin mobile provider?

Deffinition from Wikipedia...

603 Decline The destination does not wish to participate in the call, or cannot do so, and additionally the destination knows there are no alternative destinations (such as a voicemail server) willing to accept the call. The response may indicate a better time to call in the Retry-After header field.

 

[davidsimcox]

Hi Leejor

Its both an incoming and outgoing issue and it is actually not just limited to mobiles but all calls

We have an 8 sim package and our SIP trunk SIM calls is set to 8

However, if I am to make an external call to say my mobile no one can make any other call nor can they receive one

If while I am calling my mobile people calling any of DDI's get a message saying this person phone is switched off or a dead tone

If someone calls in from an outside line and we try to make a call to an external number mobile or landline we get a forbidden message on our phone once all lines are clear we can call again

The only change is with Gradwell when they added a new DDI yesterday so we believe this is down to a configuration with our sip trunk provider and a configuration they have done when setting up the new number on the account unless you can think of anything else I need to check

 

[YiannisH_3CX]

I would check the activity log of the PBX for more details. Set the logging level to verbose for maximum information. If the calls are leaving the PBX and you are seeing an error from the provided then probably there is an issue with the configuration there.
From the first log you shared it seems that that is indeed the case and you are greeted with a 603 from the provider. Wireshark can also help you troubleshoot this if you are familiar and can provide evidence to share with Gradwell.
The following link could assist you troubleshoot further.

https://www.3cx.com/3cxacademy/videos/advanced/basic-troubleshooting/

 

[davidsimcox]

@YiannisH_3CX thank you for your response I have spoken to Gradwell and indeed it was due to them setting up the new number and turning our Gradwell sip to 1 SIM they have now changed this and we are back to normal. Hope this thread saves someone the pain we went through yesterday being told it was our sip or outbound config when it was down to the sip provider

 

[YiannisH_3CX]

Glad to see the issue has been resolved and thank you for updating the thread with your solution. I am sure others will find this useful.