cancel
Showing results for 
Search instead for 
Did you mean: 

Cannot call a specific landline number from mobile...??

Superuser
Superuser
Posts: 6,969
Thanks: 999
Fixes: 60
Registered: ‎30-07-2007

Re: Cannot call a specific landline number from mobile...??

Leave this with me - I'm going to try to get the number tested via an EE mobile device

From the empirical evidence it does appear to be a routing issue from the EE network. I've seen similar issues with call routing to mobiles when they've been ported to other networks and I understand how that can happen.

I must admit I don't understand how call routing works on the PSTN when the number is on an LLU network, something somewhere must know to route the call at some point to the LLU operators equipment, where that is done I have no idea...

Plusnet Help Team
Plusnet Help Team
Posts: 647
Thanks: 174
Fixes: 26
Registered: ‎11-01-2018

Re: Cannot call a specific landline number from mobile...??

 

Hi @terrapin

 

Thanks for your patience whilst I investigated this - I've replicated the issue with one of our EE sims.

 

Could you please provide me with three examples of time/date when you've tried to contact the number concerned? (I have the number and everything else relevant, just need the timestamps). If you could provide (or create) examples that are at least 2 hours apart that would be great.

 

Once we have this information, we'll raise this to our network team to investigate further.

 

Best wishes

 

Dave

If this post resolved your issue please click the 'This fixed my problem' button
 Dave G
 Plusnet Help Team
terrapin
Dabbler
Posts: 12
Registered: ‎09-11-2018

Re: Cannot call a specific landline number from mobile...??

@RandallFlagg

 

Thanks for taking this issue seriously and carrying out the very basic trouble shooting step of attempting to replicate the problem. I have no idea what your colleagues have done to investigate this issue?? Probably nothing.

 

I am not quite sure why you require time stamps, as I am unable to make call to the problematic number at any time, as you have discovered for yourself, but I shall indulge you:

13 November @ 23.11

12 November @ 16.27

09 November @ 11.02

Moderator's note by Dick (Strat): Full quote of preceding post removed as per Forum rules.

Plusnet Help Team
Plusnet Help Team
Posts: 207
Thanks: 27
Fixes: 8
Registered: ‎06-08-2018

Re: Cannot call a specific landline number from mobile...??

Hello @terrapin

 

Thank you for providing us with the dates and times you have experienced the issue. 

 

I have raised this to our Mobile Operations team to investigate the issue. They should get back to us within 5 working days at which point I'll update you accordingly.

 

We appreciate your continued patience. Should you do need further assistance in the meantime, please feel free to ask.

 

Best wishes.

If this post resolved your issue please click the 'This fixed my problem' button
 Wakas Hussain
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 10,104
Thanks: 3,195
Fixes: 508
Registered: ‎21-04-2017

Re: Cannot call a specific landline number from mobile...??

Hi @terrapin

While we don't have the cause of the problem yet, I've been looking into this and I've too been able to replicate this from my Plusnet Mobile SIM. Oddly, the number works when calling from a landline phone handset.

I've chased this up with our Ops guys for further investigation. I suspect it'll either be a problem on the EE network, a problem with the receiving handset maybe they've got a blocker like Call Guardian, or perhaps an issue with their phone provider.

We'll update you when we know more though.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
terrapin
Dabbler
Posts: 12
Registered: ‎09-11-2018

Re: Cannot call a specific landline number from mobile...??

@Gandalf

 I am sure the problem is with the EE network. I am currently in the USA and connected to the T-Mobile network and I can now call the problematic number without issue.

I totally reject the suggestion that the problem could be with the receiving handset using a blocker like Call Guardian or an issue with their phone provider. Given the evidence I have submitted, I would be interested how you could even attempt to substantiate those suggestions in a logical manner?

Plusnet Help Team
Plusnet Help Team
Posts: 10,104
Thanks: 3,195
Fixes: 508
Registered: ‎21-04-2017

Re: Cannot call a specific landline number from mobile...??

I understand this, but we need to cover all bases to avoid our suppliers rejecting what we send over.

As it stands, we need 3 examples to send over that's within the last 48 hours of where the phone number doesn't dial via two handsets. Since we're experiencing the issue too, I'll compile the examples myself tonight.

Will update this thread hopefully at the end of the week with something.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
terrapin
Dabbler
Posts: 12
Registered: ‎09-11-2018

Re: Cannot call a specific landline number from mobile...??

@Gandalf

 

Any update......?Huh

Plusnet Help Team
Plusnet Help Team
Posts: 10,104
Thanks: 3,195
Fixes: 508
Registered: ‎21-04-2017

Re: Cannot call a specific landline number from mobile...??

Not yet I'm afraid, but I should have something by the end of next week but hopefully sooner.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Plusnet Staff
Plusnet Staff
Posts: 2,156
Thanks: 374
Fixes: 117
Registered: ‎22-08-2015

Re: Cannot call a specific landline number from mobile...??

Sorry for the delayed response. We’d essentially need more examples for this to be investigated. 

The examples need to be within the last 48 hours from when our suppliers receive them. 

Would you be able to PM me with 3 examples in the following format including the handset you’ve used?

Date: 

Time: 

Service Attempted: 

Phone Number (if applicable):  

Error that occurred: 

Post code: 

Ideally this needs to be done tomorrow or during the week next week. I’ll be ready to send over examples via my own handset tomorrow, so we should have something back on Monday/Tuesday, but if you could provide me with the examples too it’ll greatly help. 

Thanks.

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff