vB Easy Archive - Cu500 unable to connect to Vonage?

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Cu500 unable to connect to Vonage?
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Posted by: gusoline

I picked up this phone on Monday and I have had a very, very odd experience with it.

I cannot call my home (Vonage) number. This is the only number that has this issue. My new SIM in my old phone or in my wife's phone works fine. My wife's SIM in this phone has the same issue. You get the "The call cannot be completed as dialed. Please check the number and dial again." message immediately upon trying to place the call.

Cingular has said it is a device issue and they want me to do a warranty/replace, but I thought before I send the phone back that I would see if anyone here has had a similar issue. Anyone had any connection issues with this phone? I'm wondering if it is related to the Vonage number. Anyone else using Vonage that could test this?

Final note - we are using a different VoIP system at work and I can call that without a problem.

UPDATE: Just visited the Cingular store. The store demo phone and a new one from the back both had the same issue. They could not call my home number. They both could call any other number we tried (my office, the store, the Sales Rep's cell). Also, calls made to my home from the store and the Rep's phone both went through with no issue. One of the other Rep's mentioned that it might be a SIM issue with the new phones - though they gave me a new SIM when I bought it. Will try calling Cingular back and getting a higher level of tech support. No point in replcaing this phone with the same model right now since the new phone will have the same issue. May just have to return it and wait for the Samsung.

Posted by: wpbear

Keep us up to date on this. This is a major problem!!!!!!!

Posted by: gusoline

I sent an email to a contact inside Cingular and they have passed it on to their device team. If I receive a response I'll post here. If not, I will probably be returning the phone since being unable to call home really reduces its usefulness.

Posted by: jhardin1

Quote:

Originally Posted by gusoline

I picked up this phone on Monday and I have had a very, very odd experience with it.

I cannot call my home (Vonage) number. This is the only number that has this issue. My new SIM in my old phone or in my wife's phone works fine. My wife's SIM in this phone has the same issue. You get the "The call cannot be completed as dialed. Please check the number and dial again." message immediately upon trying to place the call.

Cingular has said it is a device issue and they want me to do a warranty/replace, but I thought before I send the phone back that I would see if anyone here has had a similar issue. Anyone had any connection issues with this phone? I'm wondering if it is related to the Vonage number. Anyone else using Vonage that could test this?

Final note - we are using a different VoIP system at work and I can call that without a problem.

UPDATE: Just visited the Cingular store. The store demo phone and a new one from the back both had the same issue. They could not call my home number. They both could call any other number we tried (my office, the store, the Sales Rep's cell). Also, calls made to my home from the store and the Rep's phone both went through with no issue. One of the other Rep's mentioned that it might be a SIM issue with the new phones - though they gave me a new SIM when I bought it. Will try calling Cingular back and getting a higher level of tech support. No point in replcaing this phone with the same model right now since the new phone will have the same issue. May just have to return it and wait for the Samsung.

I called from my Vonage number to my CU500 without a problem, then I called from my CU500 to my Vonage number without a problem. If you are getting the "CCBCAD" recording, typically that means the call has failed at some point along the way. The recording should've had some type of tag line or numbers at the end, those numbers / letters at the end of the recording will tell the tech's the reason for the call failure / translation issue. When you dialed your vonage number from your CU500 did you dial 1-AC-NPA-XXXX (11 digits) or did you dial AC-NPA-XXXX (10 digits), or did you dial NPA-XXXX (7 digits). My calls to my Vonage number only go through if dialed with 11 or 10 digits.

Posted by: dylanursula

No issues either way round either

Posted by: I have a phone

OP, are you in a 3G area and are you on 3G when the call failure happens?

Posted by: wpbear

Quote:

Originally Posted by dylanursula

No issues either way round either

I have heard of this in certain calling areas with Nextel. But Nextel was on top of it and immediatly knew that Vonage uses brand new exchanges alot and often the exchange hadnt made it into their system especiialy if you have a vonage number from another region (ie I live in VA but I have a NY vonage number). I bet Cingular doesnt have the Vonage excahnge in the 3G system, but knowing cingular they wont figure it out for a while.

Posted by: gusoline

OP here. The exact text of the message is "Your call cannot be completed as dialed. Please check the number and dial again. Message 2md01ul."

While I suppose it is possible that Cingular doesn't have the Vonage exchanges. I have had this Vonage number since last October and it is a 202 exchange in the 202 (Washington DC) area.

To answer I Have a Phone's question, yes, I am in a 3G area and yes, the phone is displaying the 3G logo when it refuses to make the call.

I have tried with no area code, with area code, and with 1+ area code - all give the same results.

Also, to confirm, I am using the new 3G Sim (back side is blue and has 3G on it). Although when I put my wife's non-3G sim into it, it could call to other phones, but still not to my home phone.

Finally, I should point out that I do think it is something to do directly with the number. I forwarded my work phone to my home phone and the call went right through.

I'm still waiting to hear back from the Cingular device group, but I may try calling tech support again. Anyone have a way to go directly to tier 2?

Posted by: jhardin1

Quote:

Originally Posted by gusoline

OP here. The exact text of the message is "Your call cannot be completed as dialed. Please check the number and dial again. Message 2md01ul."

While I suppose it is possible that Cingular doesn't have the Vonage exchanges. I have had this Vonage number since last October and it is a 202 exchange in the 202 (Washington DC) area.

To answer I Have a Phone's question, yes, I am in a 3G area and yes, the phone is displaying the 3G logo when it refuses to make the call.

I have tried with no area code, with area code, and with 1+ area code - all give the same results.

Also, to confirm, I am using the new 3G Sim (back side is blue and has 3G on it). Although when I put my wife's non-3G sim into it, it could call to other phones, but still not to my home phone.

Finally, I should point out that I do think it is something to do directly with the number. I forwarded my work phone to my home phone and the call went right through.

I'm still waiting to hear back from the Cingular device group, but I may try calling tech support again. Anyone have a way to go directly to tier 2?

I don't work for Cingular, but based on the information you have provided, it sounds like Cingular or the company Cingular is attempting to hand off the call to has a translation problem terminating calls to Vonage's NPA/NXX. Since a problem like this would likely effect other cingular customer's calling numbers within the same NPA/NXX combination, I would suggest you call Vonage and ask them to open a trouble ticket / report for a possible translation issue calling from the cingular number to thier Vonage number (NPA/NXX). Vonage can them see if the calls are reaching thier network ( they probably aren't) , and open carrier level tickets with Cingular and if necessary Verizon or other LEC's ( local exchange carriers).

Posted by: gusoline

OP again, ticket has been opened with engineering - all of the above information is included in the ticket. Will update the thread when I hear something back.

EDIT: Missed last post while writing this one. Will also call Vonage and see what they say.

Posted by: gusoline

One more update - Called Vonage and opened a ticket as above poster suggested so now I have them working on it from both sides. Obviously this is not a new issue as I didn't even really have to explain much to the Vonage rep - he said he was familiar with this type of problem. Now lets see who gets back to me first...

Posted by: gusoline

I just spoke with a cingular rep who had a call trace on the phone when I tried dialing my home number. She never even saw a call originate - though I still get the Cingular error message. She is going to keep investigating.

Posted by: jhardin1

Quote:

Originally Posted by gusoline

I just spoke with a cingular rep who had a call trace on the phone when I tried dialing my home number. She never even saw a call originate - though I still get the Cingular error message. She is going to keep investigating.

That makes sense if the call is failing before it routed to the MTSO. or if the MTSO has no routing in place for the NPA-NXX (Vonage number you are calling). In either case no call record would be created thus there would be no call to trace. Now you know it is not a translation on the recieving end of the call, but most likely on the originating (cingular) end. Cingular should be able to take the tag (letters) at the end of the recording, and know immediately where to start looking, as the tag ID's the city-switch-and error type.

Posted by: stevOh

Probably just UMTS routing acting wierd and vonage not updating there databases with other carriers. Good Luck!

Posted by: jhardin1

Quote:

Originally Posted by stevOh

Probably just UMTS routing acting wierd and vonage not updating there databases with other carriers. Good Luck!

Since the Vonage number can be called from land lines, and other Cingular non- 3G phones, but appearently not from Cingular 3G phones, it appears that the problem would a translation - routing error With Cingular on the originating end. I don't know why Cingular would not have mirrored its 2G routing tables for its 3G translation or why Cingular didn't point 3G traffic to the same trunk groups as 2G, but oviously didn't get setup correctly.

Posted by: wpbear

I just got my CU500 and I have vonage at home and it works fine. My CU500 is in VA/metro DC with a 703 area code and my Vonage is a Upstate NY 585 area code.

Posted by: David803sc

My guess is that the 3G network in DC may have its own switch and does not have the Vonage Exchange programed in at the switch level, this means the Cingular 3G switch does not know how to route the call, This may explain why the call can go through on your other phones, which most likely would be GSM, the GSM switch may have that exchnage programed in.

Missing exchnages in wireless are pretty common especially now with VOIP where new exchanges are being created. I had the same problem on GSM last year with AT&T Call Vantage I could not check my voicemail from any Cingular phone, reason was the exchange was brand new assigned just to AT&T for the VOIP service, and Cingular had not added it to the list.

There is a department within Cingular that keeps these lists maintained, they need to forward that ticket to that group.

Posted by: I have a phone

yes, that would be the translations people in engineering

Posted by: jhardin1

Quote:

Originally Posted by David803sc

My guess is that the 3G network in DC may have its own switch and does not have the Vonage Exchange programed in at the switch level, this means the Cingular 3G switch does not know how to route the call, This may explain why the call can go through on your other phones, which most likely would be GSM, the GSM switch may have that exchnage programed in.

Missing exchnages in wireless are pretty common especially now with VOIP where new exchanges are being created. I had the same problem on GSM last year with AT&T Call Vantage I could not check my voicemail from any Cingular phone, reason was the exchange was brand new assigned just to AT&T for the VOIP service, and Cingular had not added it to the list.

There is a department within Cingular that keeps these lists maintained, they need to forward that ticket to that group.

David, I got curious and dialed an invalid number 700-555-4141 from my CU500 and got the message ' The call you are trying to place ...' message with the tag of 10PX02MN. When I dial the same number on my Nokia E61, I get 'Your call can't be completed as dialed' genertic failed message with a tag of 2PX05GE Both messages repeat in spanish, the first message makes specific reference to Cingular - gives the 1-866-CINGULAR number, the second message doesn't give a number to call. Since there are two different tags, I think your thoughts that Cingular may be running its 3G service through a different switch true, which would account for why GSM calls to the same number go through, but HSDPA calls don't.

Posted by: gusoline

Well, it took much longer than it should have and apparently they didn't read all the way into the ticket, but the issue is now fixed.

I received a call today from a follow-up person that wanted to know if the ticket could be closed. I told her that it was still a problem. I let her know again that this was an issue with this *model* of phone and suggested that they examine the routing tables (thanks to advice from forum members).

I just received a call letting me know that it was fixed and when I asked they confirmed that it was that my area code and exchange were not in the UMP routing tables.

Thanks for everyone's help. Now if I could just get it to allow (at least) per session connectivity on non-cingular apps, I'd really like this phone...

Posted by: jhardin1

Quote:

Originally Posted by gusoline

Well, it took much longer than it should have and apparently they didn't read all the way into the ticket, but the issue is now fixed.

I received a call today from a follow-up person that wanted to know if the ticket could be closed. I told her that it was still a problem. I let her know again that this was an issue with this *model* of phone and suggested that they examine the routing tables (thanks to advice from forum members).

I just received a call letting me know that it was fixed and when I asked they confirmed that it was that my area code and exchange were not in the UMP routing tables.

Thanks for everyone's help. Now if I could just get it to allow (at least) per session connectivity on non-cingular apps, I'd really like this phone...

Glad to hear the routing problem is fixed

The java permissions issue will probably take a firmware / software update and my guess is you'll probably have to wait awhile for that one