[VoiceOps] Misrouting 911 Calls?

[Carlos Alvarez]

Sounds like this client is large enough to have a legal person/team on call
or on staff?  They should write a letter putting the carrier on notice that
they are in violation of the law, and in violation of their contract, and
they have X days to rectify or the contract is void.

You have to give one point to Comcast; they will consistently prove that
they are the worst telecom/ISP on the planet.



On Tue, Jan 4, 2022 at 11:41 AM Aaron C. de Bruyn via VoiceOps <
voiceops at voiceops.org> 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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