Call a friend and hear 'cannot receive incoming calls', but can reach them when I call from another phone number

[curiousM]

When I call a friend from my Bell landline there is only a message saying his phone 'cannot receive incoming calls' and his phone does not ring.
Calls from a Bell cell phone get the same message.
When I or others call him from a *non-Bell* cell phone, the call goes thru correctly.
His phone does outgoing calls correctly, and correctly receives incoming calls from *non-Bell* phones.
My friend is in a building with several Bell customers, and several customers with non-Bell services.
Any ideas anyone?

[BellPatricia]

Hi there @curiousM,

Welcome to the Bell Community, and thank you for reaching out.

Have you been able to reach your friend from your Bell landline in the past, or is this a new occurrence?

Which company supplies their home phone service, and has your friend contacted them directly to report this issue already?

- Patricia

[curiousM]

Thanks for responding. It's a fairly new problem, occurring after move to another floor in the building. Yes, my friend has contacted his 'home phone' service and they say it's working properly from their tests. His service (simplyConnect) uses cell towers but works with his cordless phones. The problem is calls from *Bell* landlines or *Bell* cell phones get that message 'cannot receive incoming calls'. Calls from *non-Bell* cell phones or landlines work fine. Perhaps it's some software problem between carriers or some wiring problem in the building wiring room?

[BellPatricia · Accepted solution]

Hi @curiousM,

Thank you for the additional information.

In order to better assist we will need to take a closer look at your account. We have sent you a private message to discuss. Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

@BellPatricia 

[curiousM · Accepted solution]

The routing problem has now been fixed. Thank you very much @BellPatricia, and also to the routing techs.

[Zoidberg]

Hello. When calling my pharmacy, I hear a message that says "the number you are calling cannot receive incoming calls." However, if I call that same pharmacy from any other phone that I have access to (my cell phone, my work phone, my friend's phone) then the call goes through no problem. It only fails from my home phone specifically. The pharmacy has also confirmed that I'm the only one who's reported this problem to them. All this put together, it seems extremely likely that this is a problem on my (or rather Bell's) end. This issue occurs 100% of the time.

Possibly related to this, I've had numerous people complain that they periodically hear a fax machine answer when they call my home phone. In fact, I've heard it myself when calling my home phone from my cell phone. However, I do not own any fax machines. To be clear, this fax machine issue is on the rarer side.

Edit: If it seems odd that I'm bringing up two separate issues, it's because both problems are still active problems for me.

[BellPatricia]

Hey there @Zoidberg,

Welcome to the Bell Community 🙂

Do you have Fibe or Copper Home Phone service? If you are using Fibe Home Phone please share which modem you have.

Have you noticed an issue calling the pharmacy from your home phone line in the past, and has anything changed with your service/set up prior to when the issue started?

We look forward to hearing from you.

- Patricia

[Zoidberg]

Hi Patricia,

It's a copper home phone service.

No, this is a new issue. I've heard this message once before when calling another number, but that problem resolved itself within a few hours. The issue with calling the pharmacy persists to date, however. Nothing has changed with my service nor setup.

The "fax machine noise" issue has been happening on and off for years.

[Zoidberg]

Sorry for the extra noise, but I just realized my last reply was unclear. The issue with calling the pharmacy is new (I first noticed it on Tuesday), but I've had the same problem calling a different number in the past. The other issue with incoming calls failing with a fax machine noise is not new.

[Zoidberg]

Some new information that I've discovered:

• My basement line, which has its own phone number, has the exact same problem when trying to call the pharmacy.
• The pharmacist told me yesterday that, since I first asked last week, several Bell customers have complained about the same issue. But, according to him, so far only Bell customers have told him they can't get through.

[BellPatricia]

Hey @Zoidberg,

Thank you for getting back to us with more information.

We do want to examine this, so we have sent you a quick private message to discuss further. Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

- Patricia