What is the issue?

Strata recently switched long-distance providers. The switch was made to advance and better our wireless service. To do this, we needed a long-distance provider that could support our development into 5G. When changing providers, we are required to let other carriers know so that they can make changes on their end to accept and put through the calls from our new long-distance provider. Strata provided a 60-day notice to the other cellular providers before switching. However, some providers still need to make updates on their end for incoming calls to be received. Since not all these updates have been made, some customers have not been receiving inbound calls from people on other carriers.

What can/is Strata doing to resolve the issue?

Strata has done everything needed to transition to our new long-distance provider. Unfortunately, the solution lies in the outbound callers’ carriers updating their routing, so there is very little we can do to resolve the issue. We have reached out to our new long-distance provider to ensure that our calls are correctly routed and to see if they made it to us. Strata has also been working to contact the other carriers to inform them of the necessary changes to resolve the issue. We are encouraging all customers experiencing problems to have the outbound callers reach out to their carriers and submit a trouble ticket explaining how they are unable to reach Strata customers.

How can this issue be fixed?

Once other carriers have made the changes to recognize the switch to a new provider, the problem should be resolved. What is currently happening is our calls are now routed through a different company. Communication between us and other providers will work properly once the other carriers update their routing to accept our calls.

What are some of the common misconceptions about this issue?

One of the more prevalent misconceptions is that this is a problem on Strata’s technical end. We have checked and ensured that everything on our end is updated and working correctly. The problem appears that other carriers must route our long-distance provider properly. Another misconception around the issue is that Strata is blocking calls. Strata does not block calls from any carrier. 

It’s important to note that not all service issues that you may experience are caused by this recent change. There are many different factors that can affect cellular service in different ways. If you are experiencing any issues with your service, we welcome you to stop in or call us so we can determine the cause and help as best we can.