<html><head><style type='text/css'>p { margin: 0; }</style></head><body><div style='font-family: arial,helvetica,sans-serif; font-size: 10pt; color: #000000'>Are you potentially underestimating what you're required to do for 911?<br><br><div><span name="x"></span><br><br>-----<br>Mike Hammett<br>Intelligent Computing Solutions<br>http://www.ics-il.com<br><br><br><br>Midwest Internet Exchange<br>http://www.midwest-ix.com<br><br><span name="x"></span><br></div><br><hr id="zwchr"><div style="color:#000;font-weight:normal;font-style:normal;text-decoration:none;font-family:Helvetica,Arial,sans-serif;font-size:12pt;"><b>From: </b>"Aaron C. de Bruyn via VoiceOps" <voiceops@voiceops.org><br><b>To: </b>"Mary Lou Carey" <marylou@backuptelecom.com><br><b>Cc: </b>voiceops@voiceops.org<br><b>Sent: </b>Saturday, January 8, 2022 5:11:36 PM<br><b>Subject: </b>Re: [VoiceOps] Misrouting 911 Calls?<br><br><div dir="ltr"><div>I filed a complaint with the FCC about a year ago.</div><div>The FCC reached out to Comcast and Comcast reached back out to me.</div><div>Their response was that we would basically have to purchase ~200 numbers (one for each extension on our system), set our outbound 911 caller ID to those numbers, and then provide Comcast with a list of mappings between phone numbers and addresses.</div><div>It would have added a huge tracking burden for IT as well as increased our bill by about $2,500 over the contract term.</div><div><br></div><div>It's all moot now as BulkVS cost less than $50 to set up, we've already had one successful 911 call from an office that was continually misrouted by Comcast, and the contract is up "soon".</div><div><br></div><div>-A</div><br><div class="gmail_quote"><div dir="ltr" class="gmail_attr">On Sat, Jan 8, 2022 at 2:37 PM Mary Lou Carey <<a href="mailto:marylou@backuptelecom.com" target="_blank">marylou@backuptelecom.com</a>> wrote:<br></div><blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left:1px solid rgb(204,204,204);padding-left:1ex">I was just going to say the same thing. If you give Comcast or any <br>
carrier a chance to fix it and they can't/won't/don't, then you have to <br>
escalate it above their heads.<br>
<br>
The 911 network has always operated separately from the PSTN world for a <br>
reason. That's because misroutes can result in people dying! Carriers <br>
can get in HUGE trouble if they don't address routing issues immediately <br>
and VOIP carriers can also get in trouble if they don't allow the <br>
customer a method of updating their location themselves.<br>
<br>
<br>
MARY LOU CAREY<br>
BackUP Telecom Consulting<br>
Office: 615-791-9969<br>
Cell: 615-796-1111<br>
<br>
On 2022-01-05 09:08 AM, Mike Hammett wrote:<br>
> Escalate to the PUC and ETSBs.<br>
> <br>
> Unfortunately, with companies like that, honey doesn't work. You need<br>
> vinegar.<br>
> <br>
> -----<br>
> Mike Hammett<br>
> Intelligent Computing Solutions<br>
> <a href="http://www.ics-il.com" rel="noreferrer" target="_blank">http://www.ics-il.com</a><br>
> <br>
> Midwest Internet Exchange<br>
> <a href="http://www.midwest-ix.com" rel="noreferrer" target="_blank">http://www.midwest-ix.com</a><br>
> <br>
> -------------------------<br>
> <br>
> From: "Aaron C. de Bruyn via VoiceOps" <<a href="mailto:voiceops@voiceops.org" target="_blank">voiceops@voiceops.org</a>><br>
> To: "Paul Timmins" <<a href="mailto:paul@timmins.net" target="_blank">paul@timmins.net</a>><br>
> Cc: <a href="mailto:voiceops@voiceops.org" target="_blank">voiceops@voiceops.org</a><br>
> Sent: Tuesday, January 4, 2022 6:07:52 PM<br>
> Subject: Re: [VoiceOps] Misrouting 911 Calls?<br>
> <br>
> When I handed Comcast a list of phone numbers years ago, they said<br>
> there would be no problem porting them over or using them.<br>
> That was it.<br>
> <br>
> Then after the service was installed, someone mentioned "a few of the<br>
> numbers will be RCF'd", but we wouldn't have a problem using them.<br>
> <br>
> Then 3 months into using the service (after our cancellation period<br>
> expired and we were locked-in), we suddenly started having problems<br>
> with the RCF'd numbers being re-written.<br>
> <br>
> No less than 30 calls to Comcast over the years has resulted in widely<br>
> different responses including:<br>
> * Ok, we just changed an option in the AdTran to allow you to specify<br>
> your own caller ID, everything should work now (it doesn't)<br>
> * Give us a list of phone numbers and associated addresses so we can<br>
> update our e911 information (they respond with "done!", not "we can't<br>
> set e911 for phone number xxx-yyy-zzzz)<br>
> * I'm going to escalate this (followed by nothing happening and the<br>
> case gets magically closed)<br>
> <br>
> After talking with Comcast this morning, I had a rep send me what they<br>
> had listed for addresses associated with phone numbers...and<br>
> unsurprisingly found that they had reset everything to the address of<br>
> our SIP trunk service. None of our offices have valid 911 contact<br>
> info.<br>
> <br>
> They're allegedly in the middle of updating the list again, but I'm<br>
> not holding my breath.<br>
> <br>
> It's Comcast's job to provide phone service and 911 routing for this<br>
> client. They shouldn't be re-writing anything. They weren't in the<br>
> beginning, but I'm guessing it has to do with STIR/SHAKEN. I'm<br>
> vaguely familiar with it, but I'm not a telco or a phone service<br>
> provider. Just someone they hired to clean up their FreePBX phone<br>
> mess. ;)<br>
> <br>
> -A<br>
> <br>
> On Tue, Jan 4, 2022 at 3:01 PM Paul Timmins <<a href="mailto:paul@timmins.net" target="_blank">paul@timmins.net</a>> wrote:<br>
> <br>
>> I'm going to be the unpopular one here, and point out that Comcast<br>
>> is not really responsible to route 911 calls for you when you use<br>
>> numbers that they don't provide. For the cost of an hour of an<br>
>> attorney's time, you could just set up trunking to basically anyone<br>
>> else to handle those offnet/off circuit numbers and the 911 routing<br>
>> for those numbers.<br>
>> <br>
>> On 1/4/22 1:30 PM, Aaron C. de Bruyn via VoiceOps wrote:<br>
>> <br>
>>> One of my clients has a large SIP trunk with Comcast based out of<br>
>>> Washington State.<br>
>>> <br>
>>> They have all their offices across Oregon and Washington hooked<br>
>>> into a FreePBX phone server that is attached to the Comcast SIP<br>
>>> trunk.<br>
>>> <br>
>>> 911 calls *constantly* get misrouted to the local PSAP where the<br>
>>> SIP trunk lives.<br>
>>> <br>
>>> I must have called Comcast 30 times over the last few years to try<br>
>>> and get this addressed, but Comcast flat-out refuses to fix the<br>
>>> issue.<br>
>>> <br>
>>> The short answer is that Comcast refuses to fix it. In some (but<br>
>>> not all) cases, our phone numbers are RCF'd numbers, so they don't<br>
>>> actually exist on the trunk...and Comcast forcibly re-writes them<br>
>>> to our 'main' number...and then routes the 911 call incorrectly.<br>
>>> In other cases, we have provided Comcast with the e911<br>
>>> information, they say it's updated, and then we find out months<br>
>>> later (when an office dials 911 during an emergency) that it's<br>
>>> still not correct.<br>
>>> <br>
>>> Not only does this affect 911 calls, but also customers who get<br>
>>> the re-written caller ID and have no idea which office called<br>
>>> them.<br>
>>> <br>
>>> The "easy" solution is to ditch Comcast and move to a provider<br>
>>> that doesn't play the RCF and caller-ID-rewrite games.<br>
>>> Unfortunately my client is locked into their Comcast contract for<br>
>>> another ~18 months. Early termination would incur a ~$35,000<br>
>>> bill.<br>
>>> <br>
>>> Is there a list of PSAP numbers somewhere so I can set up an<br>
>>> internal redirect to the PSAP 10-digit number? I know those<br>
>>> 10-digit numbers are guarded like Fort Knox, so I'm betting this<br>
>>> option isn't very realistic.<br>
>>> <br>
>>> Maybe a separate service provider that can just handle 911 calls<br>
>>> without "owning" my client's phone numbers?<br>
>>> <br>
>>> Any other thoughts on how I can route around Comcast brain damage?<br>
>>> <br>
>>> Thanks,<br>
>>> <br>
>>> -A<br>
>>> <br>
>>> _______________________________________________<br>
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>> <br>
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