Sorry, your call cannot be ...

[nkmrkmk]

Worked fine for many months, than International calling process fails at the first step. Error msg. is something like "Sorry, your call cannot be processed. Please be sure to dial this number from your NET10, and verify that international service is already active in your NET10. " Did both of those things but still fails. Registered into this group, and would welcome any advice relating to why this solid international service dropped after serving so well for months.

[Net - Felice]

Hi nkmrkmk. My name is Net10 Felice. Sorry that you’re having a problem. I’m going to try to help you now. We need to take this issue offline, so I can address it further. I will contact you directly with a private message. If you are new to this Forum, please participate in any thread by creating at least five posts to enable your private messaging feature. Thank you.

[nkmrkmk]

ok. will check for forum messages around 2300 GMT 01May. Thanks.

[nkmrkmk]

Solved by NET10 Felice and a customer care person named Celestina at 1755 CDT 01MAY.

Took 24 minutes 18 seconds on a borrowed phone to re activate my phone for international service.

NET10 recently improved international calling systems, and broke that service for my phone, but only part way. Because when I requested activate international calls on NET10 web page, it fails because system reports phone already activate.

Customer care person Celestina had problems too. First the computer there failed and she had to use another, then she had to seek a supervisor authorize the action that reset active international calls on my phone.


Complicated. But now everything is great again, or at least the service does not stop at the first step.

Used this forum and a problem (submit form on the NET10 web page - existing customer, contact us, submit the form information) to generate this solution.

Thank you

[nkmrkmk]

12 MARCH 2015 Same problem again. 55 minutes, and three levels of elevated customer service into this fix, and still no joy. Am writing this msg. to kill time while the phone resets for the fourth time (as directed, each time).

Anticipating success within the next 30 minutes.

Call to the step zero 800 number gets a recording that the call cannot be processed.

This is becoming expensive problem this time.

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[NET10 - Jhonally]

Hi nkmrkmk. My name is NET10 Jhonally. Sorry that you’re having a problem. I’m going to try to help you now. We need to take this issue offline, so I can address it further. I will contact you directly with a private message. Thank you.

[nkmrkmk]

Offline solution did not yield any result. What service group is responsible for the service, enough that they can correct any failure in the process from phone to central service to checking phone/account status to permit access to ILD to complete handoff to foreign telcom? Somebody with programming error correction or account correction authority must look into what's failing and correct. Our phone is charged, loaded with valid minutes, authorized for ILD on the customer self-service web site and passes all inspection by customer service techs looking at customer service help screens. Yet ILD monitors a failure when tried from our phone. A logical switch, condition, or account code must be set to prohibit processing. Who owns this knowledge? Hello? If any have discovered the path through this swamp please post instructions.

[nkmrkmk]

Seven days, as many techs, over 120 minutes of airtime and no resolution. Terminal result at step zero of ILD call is a recorded message saying "your call cannot be processed". Continued fail. Please post if a solution suggests itself.

[nkmrkmk]

To date:

12 March 53 minutes 39 sec 5:40 p.m.
12 March 15 09 7:28 p.m.
16 March 1 hour 18 06 8:46 p.m
18 March 59 26 7:30 p.m.

Total time invested over 3.5 hours. This is mostly on a borrowed phone, because we must have the problem phone available for testing. ILD dialing continues to fail.

If anyone has learned how to correct the "...your call cannot be processed..." error that comes at the first step of the ILD pay as you go process, please post.

Searching for "cannot be processed" in the Forum reveals that this error is not new, yet searching in the Forum does not reveal any solution.

Or maybe it's there and missed. Please feel free to correct this observation with a Forum citation.
v/r

[nkmrkmk]

The ILD failure has been corrected.

ILD was re-authorized for the phone, by a direct support line tech.

Eight days of Forum posts, chat help, and support line calls, followed by the success sequence today.

Solution this time was: 1. use "chat" help feature 2. chat finally referred to direct call help with a pin number, 3. with a second phone handy, called direct call help 4. work with the helpful tech for ten minutes, FIXED. All of this in the late morning, Central Daylight Time.

A pyrrhic victory almost, because it took over three hours of minutes on another phone, and a day off work to correct.

On the other hand, a two and a half day weekend now lies ahead.

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