I was just going to say the same thing. If you give Comcast or any
carrier a chance to fix it and they can't/won't/don't, then you have
to
escalate it above their heads.
The 911 network has always operated separately from the PSTN world
for a
reason. That's because misroutes can result in people dying!
Carriers
can get in HUGE trouble if they don't address routing issues
immediately
and VOIP carriers can also get in trouble if they don't allow the
customer a method of updating their location themselves.
MARY LOU CAREY
BackUP Telecom Consulting
Office: 615-791-9969
Cell: 615-796-1111
On 2022-01-05 09:08 AM, Mike Hammett wrote:
Escalate to the PUC and ETSBs.
Unfortunately, with companies like that, honey doesn't work. You
need
vinegar.
-----
Mike Hammett
Intelligent Computing Solutions
http://www.ics-il.com
Midwest Internet Exchange
http://www.midwest-ix.com
-------------------------
From: "Aaron C. de Bruyn via VoiceOps" <voiceops@voiceops.org>
To: "Paul Timmins" <p...@timmins.net>
Cc: voiceops@voiceops.org
Sent: Tuesday, January 4, 2022 6:07:52 PM
Subject: Re: [VoiceOps] Misrouting 911 Calls?
When I handed Comcast a list of phone numbers years ago, they said
there would be no problem porting them over or using them.
That was it.
Then after the service was installed, someone mentioned "a few of
the
numbers will be RCF'd", but we wouldn't have a problem using them.
Then 3 months into using the service (after our cancellation
period
expired and we were locked-in), we suddenly started having
problems
with the RCF'd numbers being re-written.
No less than 30 calls to Comcast over the years has resulted in
widely
different responses including:
* Ok, we just changed an option in the AdTran to allow you to
specify
your own caller ID, everything should work now (it doesn't)
* Give us a list of phone numbers and associated addresses so we
can
update our e911 information (they respond with "done!", not "we
can't
set e911 for phone number xxx-yyy-zzzz)
* I'm going to escalate this (followed by nothing happening and
the
case gets magically closed)
After talking with Comcast this morning, I had a rep send me what
they
had listed for addresses associated with phone numbers...and
unsurprisingly found that they had reset everything to the address
of
our SIP trunk service. None of our offices have valid 911 contact
info.
They're allegedly in the middle of updating the list again, but
I'm
not holding my breath.
It's Comcast's job to provide phone service and 911 routing for
this
client. They shouldn't be re-writing anything. They weren't in
the
beginning, but I'm guessing it has to do with STIR/SHAKEN. I'm
vaguely familiar with it, but I'm not a telco or a phone service
provider. Just someone they hired to clean up their FreePBX phone
mess. ;)
-A
On Tue, Jan 4, 2022 at 3:01 PM Paul Timmins <p...@timmins.net>
wrote:
I'm going to be the unpopular one here, and point out that
Comcast
is not really responsible to route 911 calls for you when you use
numbers that they don't provide. For the cost of an hour of an
attorney's time, you could just set up trunking to basically
anyone
else to handle those offnet/off circuit numbers and the 911
routing
for those numbers.
On 1/4/22 1:30 PM, Aaron C. de Bruyn via VoiceOps wrote:
One of my clients has a large SIP trunk with Comcast based out
of
Washington State.
They have all their offices across Oregon and Washington hooked
into a FreePBX phone server that is attached to the Comcast SIP
trunk.
911 calls *constantly* get misrouted to the local PSAP where the
SIP trunk lives.
I must have called Comcast 30 times over the last few years to
try
and get this addressed, but Comcast flat-out refuses to fix the
issue.
The short answer is that Comcast refuses to fix it. In some
(but
not all) cases, our phone numbers are RCF'd numbers, so they
don't
actually exist on the trunk...and Comcast forcibly re-writes
them
to our 'main' number...and then routes the 911 call incorrectly.
In other cases, we have provided Comcast with the e911
information, they say it's updated, and then we find out months
later (when an office dials 911 during an emergency) that it's
still not correct.
Not only does this affect 911 calls, but also customers who get
the re-written caller ID and have no idea which office called
them.
The "easy" solution is to ditch Comcast and move to a provider
that doesn't play the RCF and caller-ID-rewrite games.
Unfortunately my client is locked into their Comcast contract
for
another ~18 months. Early termination would incur a ~$35,000
bill.
Is there a list of PSAP numbers somewhere so I can set up an
internal redirect to the PSAP 10-digit number? I know those
10-digit numbers are guarded like Fort Knox, so I'm betting this
option isn't very realistic.
Maybe a separate service provider that can just handle 911 calls
without "owning" my client's phone numbers?
Any other thoughts on how I can route around Comcast brain
damage?
Thanks,
-A
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