Automated Message: "We're sorry, due to telephone company facility trouble your call cannot..."

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Mobius187
I've Been Here Awhile
Posts: 2

Automated Message: "We're sorry, due to telephone company facility trouble your call cannot..."

When attempting an international call to a home in England using my home phone I now receive the following automated voice message: "We're sorry, due to telephone company facility trouble your call cannot be completed at this time...". I should note:

 

1) the person I am calling had no problem calling my home phone

2) the person confirmed I had dialed the correct phone number

3) once, while requesting support from Rogers, the staff member was able to dial the phone number

4) the issue started a few months ago, but prior then I was able to call the phone number without issue

 

Does anyone have any suggestions as to what caused this problem? As it stands I am paying for reduced fee long distance calling, but the feature is useless.

 

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Mobius187
I've Been Here Awhile
Posts: 2

Re: Automated Message: "We're sorry, due to telephone company facility trouble your call cannot

To confirm, I spoke with the family member in England and while comparing notes it was revealed that apparently I was missing some area code digits for the phone number. We ended up comparing her phone number with another phone number I had for England and determined the missing (and erroneous) digits. Then we tested and confirmed that was the cause. I'm not sure when/how the incomplete phone number was recorded in the first place, but there you have it.

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RogersTony
Moderator
Moderator
Posts: 1,277

Re: Automated Message: "We're sorry, due to telephone company facility trouble your call cannot..."

Hello, @Mobius187

 

Welcome to the Rogers Community Forums!

 

I can understand how important it is to be able to keep in touch with friends/family overseas.

 

Do you have any issues calling any other long-distance numbers? If no, does this only seem to be happening with this specific number or is it all phone numbers from England?

 

Has anyone else in the community experienced any issues making long-distance calls to England? Our resident expert @Pauly is well versed in telecommunications and may be able to provide additional insight.

 

We look forward to hearing from you and hopefully helping you find a solution.

 

RogersTony

Mobius187
I've Been Here Awhile
Posts: 2

Re: Automated Message: "We're sorry, due to telephone company facility trouble your call cannot

To confirm, I spoke with the family member in England and while comparing notes it was revealed that apparently I was missing some area code digits for the phone number. We ended up comparing her phone number with another phone number I had for England and determined the missing (and erroneous) digits. Then we tested and confirmed that was the cause. I'm not sure when/how the incomplete phone number was recorded in the first place, but there you have it.

View solution in original post