[on-asterisk] Rogers Wireless Network Contact

[Ivan Kovacevic]

Hi Everyone,



Hoping someone is able help here... (and sorry if anyone is on the VoiceOps
list, this is a cross-post).



Here is what we have run into:



We are experiencing an intermittent issue with calls to Rogers Wireless
subscribers. We use a number of different wholesale carriers, and the issue
is ubiquitous across these carriers and across different interconnects
these carriers use to route calls to Rogers Wireless (SS7, PRI/ISDN). Seems
to point to a problem on the Rogers Wireless network across Canada.



The issue is intermittent enough to probably not generate any subscriber
complaints (estimated below 0.1%), but because we have such a large volume
of calls, it produces a number of complaints from our clients. The issue is
that the caller (our clients) making an outbound call to a Rogers Wireless
customer, does not hear the far end once the call is connected. Ingress
Audio SS7 trace shows very few packets coming in from the Rogers Network
(no packets beyond ringing).



Anyone from Rogers Wireless on the list – or have a contact from someone on
the Rogers Wireless carrier/network teams?



Appreciate any help.



Best Regards,



Ivan Kovacevic

Vice President, Client Services

Star Telecom | www.startelecom.ca | SIP Based Services for Contact Centers
| LinkedIn
<http://www.linkedin.com/company/star-telecom-www.startelecom.ca-?trk=top_nav_home>

[James Knott]

On 06/22/2015 03:05 PM, Ivan Kovacevic wrote:
> Appreciate any help.
>

Have you tried contacting Rogers?


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[Ivan Kovacevic]

As in their wireless customer support number?

Not to disparage the suggestion but I have my doubts about the return on
time invested in trying to explain a fairly complex telecom issue to a
customer service rep... and their ability to escalate the issue effectively
for a caller who is not even their subscriber (I think that's where I will
hit the first wall probably)

:)

I am hoping other avenues get us somewhere first. A while back, before
rogers fixed their Mobile -> Toll Free ANI issues, we tried opening a ticket
for this through the customer support team and it got nowhere fast. Not even
their Rogers BS (Business Solutions) account managers could get us anywhere,
even though we were a fairly large client.

So I am trying to cut through this and get in touch with someone who will a)
understand and b) be able to act on it

Hope this makes sense.

Best Regards,

Ivan Kovacevic
Vice President, Client Services
Star Telecom | www.startelecom.ca | SIP Based Services for Contact Centers |
LinkedIn

[James Knott]

On 06/22/2015 03:46 PM, Ivan Kovacevic wrote:
> As in their wireless customer support number?
>
> Not to disparage the suggestion but I have my doubts about the return on
> time invested in trying to explain a fairly complex telecom issue to a
> customer service rep... and their ability to escalate the issue effectively
> for a caller who is not even their subscriber (I think that's where I will
> hit the first wall probably)

In my experience, unlike Bell, Rogers help desk people are good about
escalating to the appropriate people, though you may have to ask for a
supervisor, if the person you're talking to doesn't know how to
escalate. Failing that, you can always try through the business office.

[Johannes Vanderknyff]

If you have some more details, I can forward to some folks I know that may
be able to help.