[VoiceOps] Misrouting 911 Calls?

[Peter Rad]

why not move that SIP trunk elsewhere? Like Intelepeer or Vonage or RNG 
or Sangoma or anyone who would handle the E911?



On 1/4/2022 7:07 PM, Aaron C. de Bruyn via VoiceOps wrote:
> 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 <paul at 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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