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Not receiving POTS incoming calls

GabejCole

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May 9, 2024
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Having an issue where only POTS (Plain Old Telephone System i.e. landlines) incoming calls are getting a "not in service" message. VOIP and cell phone incoming calls have no issues. SIP trunk seems to be configured properly.

I also have noticed MULTIPLE "event ID 30051 Unidentified Incoming Call. Review INVITE and adjust source identification:"
 
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Are you saying people who call you off landlines are getting not in service?
 
Alphabetic said:
Are you saying people who call you off landlines are getting not in service?
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Correct. Only landline callers get a "not in service" message. Everyone else including cell phones and VOIP get through no problem
 
Doesnt sound like a 3CX notification - Do you see it in active calls when they try? You may be better off calling your VOIP Provider if the answer is no.
 
No it does not show up in 3cx calls. So its probably never getting past my VOIP provider to even route to my DID?
 
If it's not hitting 3CX at all then your VOIP provider should be able to give you a better answer.
 
Ok they want $1,000 a year to support lol but Ill see what they can tell me
 
Well Kinetix hosts my 3cx instance and thats who wants $1000/year but Voxtelesys is my VOIP provider so I guess Voxtelesys is the one to call. They are great at support
 
What SC you got? Have you looked at the prices directly for 3CX hosting?
 
8 SC, hosting is $545/month which doesn't seem unreasonable but the support charge is ridiculous. I may turn to self hosting if thats even still an option these days
 
Plenty of options for self hosted too. But at this point the issue needs to be identified by your voip provider so i'd holla at them first.

Also, SMB is free for up to 10 users and supports your voip provider ;)
 
My first guess would be that it's a porting issue, where the Landline provider(s) do not have the correct (or any) porting information to send the calls to the correct provider. Without that it will default to a not in service, or unable to route recording. Was your VoIP number recently ported?

I had this happen about a year ago and everyone kept insisting the port went through correctly. Turned out there were two databases, one for landlines, and one for everyone else. I had to end up using a contact at the POTS company, that actually knew what they were doing, to correct the issue.
 
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Alphabetic said:
Plenty of options for self hosted too. But at this point the issue needs to be identified by your voip provider so i'd holla at them first.

Also, SMB is free for up to 10 users and supports your voip provider ;)
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Thank you. I cant remember why we didn't go with SMB i think it was missing a feature we really wanted but I may re-visit that. Im in contact with my provider. Thanks
 
leejor said:
My first guess would be that it's a porting issue, where the Landline provider(s) do not have the correct (or any) porting information to send the calls to the correct provider. Without that it will default to a not in service, or unable to route recording. Was your VoIP number recently ported?

I had this happen about a year ago and everyone kept insisting the port went through correctly. Turned out there were two databases, one for landlines, and one for everyone else. I had to end up using a contact at the POTS company, that actually knew what they were doing, to correct the issue.
Click to expand...
Interesting. I ported in May, I hadnt noticed the issue but who knows who even still has landlines I'm not sure how long its been an issue
 
Hey @GabejCole, I saw a team member replied back to the ticket you have open. They made some comments on the screenshot that was shared.

Do you have access to the PBX/Admin panel on the PBX? We could schedule a quick screen share tomorrow, also if you have a customer that can duplicate the issue when calling in we would like to do some live testing and watch the call traverse our network.
 
@Kevin@voxtelesys Yes I have access, we could do that. I have a separate landline here on-prem I can test with as well
 
GabejCole said:
@Kevin@voxtelesys Yes I have access, we could do that. I have a separate landline here on-prem I can test with as well
Click to expand...
Updated the ticket, please let us know a time when we do get together and do the live testing.
 
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