voice issue "No route found"

Parents are having some issues with their plus.net line. On calling some numbers (different, but local) area codes they get, and I quote a "a gruff voice saying 'no route found'". They have a bog standard voice/dsl package on a long rural line.

If they try another number on the same area code the call works. However, once they get the "no route found message" they continually get it - at least for the last few days.

So far only seems to affect some land line calls (no issues with mobile calls - yet). They reported the fault to plus.net who seemingly said "nothing to do with us, we'll email you some tests to carry out on your phone", but said email of tests hasn't turned up.

Seems to me the issue can't be with the local line, and exists in the Exchange (SSWHP) or beyond.

Are they dialing the full number including STD (area) code?

I believe so, but I'll verify as that could easily cause a problem!

It could be that while in the same area code, different telephone companies operate the ranges.

For example virgin media have ranges in a number of area codes (some will have pitted numbers, some numbers from virgins range). You also have some suppliers using VOIP, or LLU who will be the same

It’s possible that plusnet/bt have a misconfiguration for one or more of those suppliers, or an issue handling ported numbers

You should try and get a sample of numbers which don’t work and raise with plusnet

That might be it.... I know that one of the non-working numbers was the auction house in Shepton, so maybe the problem is that Virgin are having issues in the area, although I can call fine from my mobile (at the moment).

It is down...

Edited by mbames (Tue 06-Jul-21 13:38:30)

The message sounds like a VOIP routeing issue. Somewhere in the terminal network a server or link is down preventing connection to some numbers ( maybe ported numbers). The IP system will return a code that is then translated to your voice message.

In reply to a post by mbames:

They reported the fault to plus.net who seemingly said "nothing to do with us

If your parents pay their line rental to Plusnet then it absolutely is their problem to sort out.

By means of an update - parents reported the fault a second time around with plus.net, and an engineer appointment was made with the caveat of if its your phone then you get the to pick up the tab.

BT Engineer came out & verified the issue.

Suggested dialling 1280 before the number, which made no difference. He spent about an hour at the parents, and eventually said that someone in Scotland was looking at the issue.

If yours is failing many other people will also not be able to route to that number. If the line is via BT this will be all BT customers!