I have a Vitelity DID which generally works, but calls from a particular caller do not reach it. Vitelity has thus far disavowed any responsibility for working through this problem. I recognize that some action might be required by another provider which is outside Vitelity's control, but it seems that they should at least be trying to help resolve the problem by helping me determine the responsible party and facilitating contact - because it is their DID/service that cannot be reached. In the past when I had a similar problem with a Junction DID, the folks at Junction resolved it with no hassles and zero intervention on my part. But Vitelity just keeps closing out my trouble tickets while responding in a way that indicates that they are not reading my reports carefully. How does this compare to others' experiences with Vitelity and other providers? Is there a way that I can determine whom to contact given only an originating number? Any words of wisdom? Documents I can read for educating myself? -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3234 bytes Desc: S/MIME Cryptographic Signature Url : http://lists.digium.com/pipermail/asterisk-users/attachments/20080929/728adfea/attachment-0001.bin
If Vitelity is an ITSP, the problem is with the underlying carrier that provides the actual interconnection and switching facilities. It is their responsibility to contact the underlying origination carrier to resolve the issue. Bill Michaelson wrote:> I have a Vitelity DID which generally works, but calls from a particular > caller do not reach it. Vitelity has thus far disavowed any > responsibility for working through this problem. I recognize that some > action might be required by another provider which is outside Vitelity's > control, but it seems that they should at least be trying to help > resolve the problem by helping me determine the responsible party and > facilitating contact - because it is their DID/service that cannot be > reached. > > In the past when I had a similar problem with a Junction DID, the folks > at Junction resolved it with no hassles and zero intervention on my > part. But Vitelity just keeps closing out my trouble tickets while > responding in a way that indicates that they are not reading my reports > carefully. > > How does this compare to others' experiences with Vitelity and other > providers? Is there a way that I can determine whom to contact given > only an originating number? Any words of wisdom? Documents I can read > for educating myself?-- Alex Balashov Evariste Systems Web : http://www.evaristesys.com/ Tel : (+1) (678) 954-0670 Direct : (+1) (678) 954-0671 Mobile : (+1) (706) 338-8599
That is my position, and I appreciate the affirmation, as well as the offer to determine the carrier. I might email you about that. But having no business relationship with the other carrier, it is at best awkward for me to initiate contact on this matter, and this should be obvious to Vitelity staff. Worse, they are now telling me to contact the user of the number to ask them what provider they use. I think this is apalling. So I'm more concerned with the practicality of relying on Vitelity for service in general and in the future. Their tech support has been absolutely cavalier to the point of insulting in refusing to deal with this basic issue of connectivity. I'm wondering if my experience is unique.> From: Alex Balashov <abalashov at evaristesys.com> > It is their responsibility to contact the underlying origination carrier > to resolve the issue. > > > >> I have a Vitelity DID which generally works, but calls from a particular >> caller do not reach it. Vitelity has thus far disavowed any >> responsibility for working through this problem. >>-------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3234 bytes Desc: S/MIME Cryptographic Signature Url : http://lists.digium.com/pipermail/asterisk-users/attachments/20080930/1887d105/attachment.bin
On Mon, Sep 29, 2008 at 8:47 PM, Bill Michaelson <bill at cosi.com> wrote:> I have a Vitelity DID which generally works, but calls from a particular > caller do not reach it. Vitelity has thus far disavowed any responsibility > for working through this problem. I recognize that some action might be > required by another provider which is outside Vitelity's control, but it > seems that they should at least be trying to help resolve the problem by > helping me determine the responsible party and facilitating contact - > because it is their DID/service that cannot be reached. > > In the past when I had a similar problem with a Junction DID, the folks at > Junction resolved it with no hassles and zero intervention on my part. But > Vitelity just keeps closing out my trouble tickets while responding in a way > that indicates that they are not reading my reports carefully. > > How does this compare to others' experiences with Vitelity and other > providers? Is there a way that I can determine whom to contact given only > an originating number? Any words of wisdom? Documents I can read for > educating myself? > >I had this issue with VoicePulse a long time ago, they said they didn't officially support Asterisk and that was obviously the problem (quick easy way to make me go away). I leave Asterisk out of most conversations on tech support nowdays. I get much further that way. I said "look, humor me, do you have a cell phone? Dial this number...., oh the call went through?. Does your desk phone use your "system", oh it does, please humor me and try the same number, oh it didn't go through...? I think that eliminates any config issues on my side don't you?" He could not argue that fact. It was promptly fixed "two days", they had to contact and work with the other carrier, something about "reloading switching tables" was the explanation given to me. I didn't care, so long as it worked. I have had no problems with Vitelity but just use them for testing so I would probably eventually have the same issue. Do they have a support line or just a ticket system? Maybe you could use a take on my above story to help prove your case. -- Thanks, Steve Totaro 1.888.777.1888 1.240.938.1212 (cell) -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.digium.com/pipermail/asterisk-users/attachments/20080930/7b252344/attachment.htm