Problem with Registration of 3 SIP trunks that were working till about 3 weeks ago

[NovadinoCKH]

Hello,

For the last three weeks at least, this is when we noticed it, we have 3 SIP trunks that were working just fine and now it seems like all three of them will not register.

These SIP trunks are from 3 different countries that have been working for over a year.

No change has been made on our network. It just seems that we send the request to the 3 providers and we receive no answer.

The 3 SIP providers are the following.

1. CX Labs from Germany
2. Trenove from Italy
3. Switchtel from South Africa

One more thing that I noticied is that those 3 providers even though they were supported in the past, they no longer exist on the list of the supported providers any more.

https://www.3cx.com/partners/sip-trunks/

Also, when I try to recreate any of the SIP Trunks, their template does not exist on the menu of 3CX any more.

So, my questions here are
1. Is there a chance that I get these SIP trunks to work again or should I change to the supported providers from the current list?
2. If those providers have stopped being partners of 3CX how can I get notified for that? I mean so that we don't end up not having lines for some period again.

Thank you in advance.

 

[YiannisH_3CX]

1. Is there a chance that I get these SIP trunks to work again or should I change to the supported providers from the current list?

Working trunks should continue to work even if they are no longer supported but you should definitely switch to supported providers so you are fully supported.

2. If those providers have stopped being partners of 3CX how can I get notified for that? I mean so that we don't end up not having lines for some period again.

Again deleting a template does not mean that a provider should stop working. There is something else going on that is preventing these providers from registering like a firewall or network issue. You can add any provider using the Generic template and making any necessary adjustments there.
Also Trenove is supported in Update 8 so you should update to that and troubleshoot if the issue persists.

 

[Kocurrik]

No change has been made on our network. It just seems that we send the request to the 3 providers and we receive no answer.

hi NovadinoCKH,

some question:
- is the registration failing?
- if yes, do you use account based authentication?
- if not, do you use IP based authentication?
- in case the registration isn't failing - which type of calls are affected? inbound, outbound or both?

after answering those question, we should concentrate to capture and analyse the communication between 3CX and providers

btw: I've run into similar problems with another provider (account based registration OK, outbound calls OK - inbound calls NOT working) so a long shot fix attempt: try to change the "Transport Protocol" in "Options" tab of the trunk from UDP to TCP. And of course your firewall rules for SIP port (5060) too if it's restricted to UDP