Unable to call to Japan tonight

Fusion Voice service, features and help.
10 posts Page 1 of 1
by ggrosz » Tue Dec 15, 2020 1:28 am
Hi there. Our outgoing calls are usually after customer service hours, so I thought I'd post a quick note here...

We've tried to make a few calls to Japan this early morning. No ringing on the other end, just silence, although one time there was eventually a beeping sound. But mostly our calls have just resulted in silence, as if nothing has been connected. We tried calling two different numbers in Japan, and both had the same result.

Hopefully just a temporary glitch in the system.

Thanks.
by spencerw » Tue Dec 15, 2020 9:48 am
We are sorry to hear that you are having problems with outgoing phone calls to Japan. We will open a ticket with our NOC team to investigate the issue using your call examples from this morning. Once they have completed a review of those calls, we will reach out with an update/more information.
Spencer W.
Community and Escalations Specialist
Sonic
by ggrosz » Tue Dec 15, 2020 12:18 pm
Thank you. I'll look forward to hearing from y'all.
by ggrosz » Tue Dec 15, 2020 5:22 pm
Quick update: Just tried calling three times again right now to two different numbers, ~5:20 PM PST. Still absolutely nothing connecting. :-(

Thanks for looking into this.
by ggrosz » Tue Dec 15, 2020 9:33 pm
2nd update: We received a call from Japan. Then we tried calling back at 9:30 pm PST and... success, it went through!

Still curious as to why we were unable to make calls to there for almost a day, at the least. But at least it appears to be operational again for now. :-)
by ggrosz » Tue Dec 15, 2020 11:51 pm
3rd update: After a two-hour phone call, we tried calling another # in Japan shortly after 11:40 pm PST, it went through and we could hear the person pick up, but they couldn't hear us. The next call we placed resulted in a beeping "can't connect" type sound. And just now we were able to get through to another party in Japan.

Unfortunately, as luck would have it, we have sort of a medical emergency situation happening tonight. So I'm glad we're able to get through to the person right now, but it's disconcerting to have only spotty service right now.

I look forward to hearing back from y'all, and more importantly for our service to Japan to be solidly back again.

Thank you for whatever assistance you can provide.
by ggrosz » Wed Dec 16, 2020 12:54 am
4th update: After a mixed bag of getting through and not getting through and getting through with poor reception, we made a call just now around 12:39 am PST to a doctor which, most unfortunately, had the same problem that I called about either early this year and/or last year...

Namely, this time, after about six minutes of conversation, we started hearing the other party's beginning of the conversation again, replayed from the start. It's the weirdest thing. So our current conversation was cut off, but we heard a recording of the other side replayed from the beginning of the phone call. :-O

I'm really sorry that that problem was never diagnosed, solved, and fixed.

Btw, just throwing it out there, but we *maybe* suspect that connection problems are worse when trying to connect to landlines in Japan. We are not certain about this, but wanted to pass it along in case it might be of help.
by ggrosz » Wed Dec 16, 2020 6:31 pm
5th update: Remember that 2-hour phone call I mentioned last night? (Maybe placed around 9:30 pm PST or so.) Turns out that that phone call was one of those recordings-on-loop-play. The original phone call lasted less than ten minutes before it started looping.

And tonight, all of our phone calls that have gotten through are experiencing that loop play problem after about five minutes or so.

I'm sorry to say that these problems we've been experiencing with calling Japan for well over a year now are kind of unacceptable and have made our lives much more stressful.

Aside from that (and slow internet speeds), I love Sonic, otherwise. But if we can't call call Japan with a stable connection, then I might need to start thinking about other phone options, which would be terribly disappointing. I truly hope you can solve these issues and give us reliable service once again. Thank you!
by spencerw » Thu Dec 17, 2020 2:23 pm
Thank you for the additional information. We have updated our internal trouble ticket with this information and have reached out to our upstream carrier to work on resolving these issues. We appreciate your patience and hope to have this resolved as quickly as possible. Once we know more, we will reach out with an update.
Spencer W.
Community and Escalations Specialist
Sonic
by briancw » Fri Dec 18, 2020 4:40 pm
Howdy, it looks like the ticket has been completed by our upstream carrier. We will need you to test to see if it is resolved. If it is resolved definitely let us know. If the problem persists, this is wear timing is really important. Our data for troubleshooting lasts only 24 hours and the people who have access to the data are not in on the weekends.

That being said, if the problem is still going on, we will need some examples to bring back to the upstream carrier, but the examples have to be from Sunday 10am PST or later so that the data is available for the parties we need to look at the issue.

In short, you're probably fixed, if not some test calls from Sunday evening our time, when they're awake over there, will be perfect for testing further.
Brian W
Community & Escalations Specialist
Sonic
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