Interconnection issue with Orange FR

[CLK]

Hi,

I'm a 3CX partner and I have an issue with all company that have a hosted 3CX and the french internet service provider Orange.

Since about 3 weeks, sometimes calls quality is degraded : 3CX user doesn't heard the caller properly while the other user can heard normally. Conversation is jerky with latency.
If I try to use the same 3CX account with my phone, on a 4G network, it works fine.
The problem usually appears in the early afternoon, and everything's up and running again the next day.

So the issue is located between the Orange infrastructure and 3CX hosted infrastructure.
I created a ticket on the 3CX support, and the technician said me this issue is known, and he can't do anything.

Have you ever encountered this problem?
What solutions can you offer to my customers, given that they have a commitment to Orange and a commitment to 3CX for hosting ?

Thank you,
Have a good day.

 

[Charles_3CX]

Just to clarify where does the Orange network come into the equation, please?

Is it that when using a mobile app connected to orange mobile data the audio is degraded on a 3cx call?

And fine when using any other network?

If so have contacted orange support to check their side?

 

[CLK]

Hi,

Thank for your answer.
The issue appears when I use any Orange fiber internet connection.
If I the with a 4G connection of another ISP it works fine.
The Orange fiber works fine, with a bandwidth of about 800 Mbps.

So this is really an interconnection issue between 3CX hosted and Orange ISP.

Thanks

 

[Charles_3CX]

What is the data you have to conclude the issue is between the 3cx hosting providers network and orange isp and not an issue with orange connections onwards the 3cx hosted network?

 

[CLK]

When the issue occurs, the 3CX user don't hear properly the caller whereas the caller heard good the 3cx user.
So I think the connection is bad from 3CX to Orange, and good from Orange to 3CX.

 

[Jean-ChristopheC_3CX]

Hello,
@CLK I will get back to you on the ticket and do further investigation.