DIDLOGIC service issue and support

[Connexium Partner]

Hello,

Anyone here has any experience with the SIP TRUNK provider didlogic.com?

I'm not gonna do a review, but mainly their price is good, and they do what I need. BUT...

1- I keep getting trunk error like crazy, like this:
Call or Registration to 1NXXNXXXXXX@([email protected]) has failed. 138.1xx.1xx.1xx replied: 503 Service unavailable; from IP:138.1xx.1xx.1xx:5060
or "603 Declined"

2- Fortunately, I have failover trunk providers setup, so the calls never fail. And yes, that means the calls were made to valid numbers.

3- I have the same problem with all of my 3CX instances, Hosted by 3CX, On Google Cloud, With CloudCo, etc... So it's not a configuration issue since they are certified by 3CX and I am using the default settings.

4- 99% of my call termination is to Canadian Numbers. So I don't know if their Canadian underlying carrier is the problem but no matter what I do or how many tickets I open with them, the problem persists. Their support is useless or unwilling to solve this ongoing issue.

In conclusion, I wouldn't mind so much but every time a call fails with DIDLOGIC, there is a 5-10 sec delay before the failover trunk takes over and it's annoying.
Anyways I wanted to know if anyone here experienced the same problem, solved it or could recommend another provider with similar pricing.

Thank you

 

[YiannisH_3CX]

Hi @Connexium Partner

Is the problem happening randomly or is it to specific numbers or to a specific number format? Have they given you a reason for these errors?

 

[Connexium Partner]

Hello @YiannisH_3CX

Firstly, let me say that I am fairly confident that it is NOT a 3CX related issue. But since it's a 3CX "certified" trunk provider, I am asking for input from other fellow 3CX customers and partners.

Also, I would like to note that I am using DIDLOGIC for outbound calls only.

That being said:

1- Yes the issue is happening randomly. A specific number will be declined triggering a 503 or 603 error (then fails over to Telnyx successfully) and 30 minutes later, the same termination number will go through.

2- Failed calls are pretty much even between 5-6 area codes around eastern Canada. I didn't any patterns.

3- After multiple (like 7-8 tickets), they always come back to the same few responses:

The engineers carefully reviewed the call attempts to Canada. Please note that we weren't able to reproduce the above-mentioned behavior.

The QA team has made multiple test calls to Canada. They confirm that the destination works as intended.

We kindly ask you to continue to use the service and let us know if you encounter any issues, we will review it immediately.

OR

We have made the necessary adjustments to ensure your calls complete correctly.
Please retest and let us know if you encounter any issues, we will review it on top priority.
Feel free to contact us if you have any questions or require further assistance.

OR

We've carefully examined the call examples and found that there was an administrative problem with the Canada destination with some prefixes at the time you have mentioned.

Our engineering team has caught the issue and isolated it, now calls to Canada pass properly.

We have made the necessary adjustments to ensure that no further deviations are present. We'll have our eyes on your traffic to ensure everything works as expected.

Please retest and let us know if you encounter any issues.

But the problem is never resolved. Very sad

 

[YiannisH_3CX]

I would wait and see if someone else is having the same issues and go from there. Also although the issue is not resolved their support team seems like they have identified a couple of issues and have worked on them. It's not easy verifying such issues especially when dealing with upstream providers as well that might be causing issues as well. We have not experienced such issues either with our test accounts so its hard to offer any advice right now.
I believe the best course of action right now is to stick with their support and provide as much details as you can so they can eliminate this issues.

 

[Connexium Partner]

Yes, if someone else is having a similar experience or was able to solve it with their support, please share with us here..

In the meantime @YiannisH_3CX , do you know if there's a way to reduce the delay a little before switching to the second outbound Route? Maybe a setting in the "Parameter Settings"? To be frank, I am not super familiar with how the failover between trunks works in great detail.

Thanks!

 

[YiannisH_3CX]

In the meantime @YiannisH_3CX , do you know if there's a way to reduce the delay a little before switching to the second outbound Route? Maybe a setting in the "Parameter Settings"? To be frank, I am not super familiar with how the failover between trunks works in great detail.

I am afraid not. The timers are set as per RFC and are hardcoded in our SIP engine so they cannot be altered. How the failover happens depends on the scenario or the error code. If there is no reply for example then the PBX will wait for 32 seconds before switching to the second route. If an outbound call is made and an error code is received then the switch only takes a few seconds.

 

[Connexium Partner]

All right. That's good information. Always so helpful! Thanks a lot. Now let see if someone has a similar issue. Cheers