907276 - 1-800 main mozilla number isn't working

Status: RESOLVED FIXED

(Infrastructure & Operations :: Telecom, task)

Description

[Henry Langi [:hlangi]]

Receiving reports that the 1-800-707-2533 mozilla number is getting an "all circuits busy" message when dialing. I tested the number just now and was receiving the same message. 

Current work around would be to use the 650-903-0800 number until the 800 number it back up.

Comment 1

[Dave Miller [:justdave]]

opened a ticket with Zone.

Comment 3

[Dave Miller [:justdave]]

Just called to get a status update, the support rep couldn't find the ticket :|  He said they are having trouble with their ticket system tonight, he's sure it's in there but he's just having trouble finding it.  In the meantime he's getting someone looking into our phone line immediately and will call me back as soon as they know something.

Comment 5

[Dave Miller [:justdave]]

Just called for another status update.  They're still researching it and will get back to us as soon as they know anything.  While waiting on hold to talk to him, I noticed that the 800# is listed as canceled in our account services overview.  I pointed that out to him on the phone, was news to him, and he'll get that checked on as well (likely the cause, but they need to find out why).

Comment 6

[Dave Miller [:justdave]]

Oh, and their web portal (because of the ticket system problems they were having earlier) apparently spewed the wrong ID number back to me after filing the ticket (which is why he couldn't find it earlier), the correct ticket number is 862389.

Comment 7

[Dave Miller [:justdave]]

Just got a call back, they're still not sure why it's showing as canceled, he just wanted to let us know they're still working on it.  At this point he thinks it might take them until near morning to get it fixed. :( He will call again when they figure it out.

Comment 8

[Dave Miller [:justdave]]

Received this email this morning:

----8<----
Good morning,
 I followed up with our Toll Free Support group concerning the reported trouble on the Toll Free number.  They have advised that this number was actually ported away from ANPI on 08/19/13 to Level 3, so we are no longer the owner.  Please let us know if you have any questions.  Thank you.
----8<----

So we can blame Level 3, and it's dead until they get our MTV1 drop up and running :(

Comment 9

[Shyam Mani [:fox2mike]]

Ravi had a chat with L3 (sales folks) and we got it escalated far enough to get the patch in place. 

Number is now back online.

Comment 10

[Dave Miller [:justdave]]

but it's going to the wrong place...

Comment 11

[Dave Miller [:justdave]]

they forwarded the number to our main phone line, which is not the conference system. so it works (gets to us) but you have to dial extension 92 instead of entering a password.

Comment 12

[Dave Miller [:justdave]]

we have a number on junction networks that we don't use very much (it's a fallback number) I'm going to set that one up to go into the conference system and see if they can forward it there instead. Will probably take me about a half hour.

Comment 14

[Dave Miller [:justdave]]

(In reply to Dave Miller [:justdave] from comment #12)
> we have a number on junction networks that we don't use very much (it's a
> fallback number) I'm going to set that one up to go into the conference
> system and see if they can forward it there instead. Will probably take me
> about a half hour.

This is configured, just waiting on L3 to switch it over now.

Comment 15

[Dave Miller [:justdave]]

(In reply to Dave Miller [:justdave] from comment #14)
> This is configured, just waiting on L3 to switch it over now.

They appear to have switched this over just in the last few minutes.