nexus S (sprint BYOD) google voice issue

I just activated a Sprint Nexus S 4g on Ting yesterday. It is working fine for making calls and sending SMS. I would like to add the phone as one of the devices that rings when my existing Google voice number is called. However, I am  unable to receive the verification message from Google Voice to add this phone without a clear explanation of the error. 

In order to troubleshoot this (with help from Ting customer service), I have established that the phone is able to make phone calls to other phones (both Google Voice and non Google Voice); it is able to send and receive SMS from non Google voice numbers. When SMS are sent to Google voice numbers, they show up as "sent" on the phone, and show up in the billing section on the Ting website, but are not received by the Google voice number. When the opposite (SMS from Google voice to my nexus S) is tried, Google voice throws up an error that it is unable to send the message. 

Any pointers to troubleshoot this situation are welcome. Thanks in advance. 

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  • You might try having Ting change the number, or cycle activation status yourself. SMS is handled by a separate database from call routing, and it's possible that something failed during number distribution that has left Google's backend unable to route SMS for it correctly. Getting Sprint and Google to actually communicate about that would be tough, so changing numbers is probably the easier option.

    Assuming that's both the issue and that you don't mind a new number, of course.

    (Just for completeness sake, you do have the option of having GV call to verify, but that won't fix SMS.)

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  • Thanks Trevor, I might try the deactivation method. Just for clarification, I am unable to complete verification of Google voice with both voice and SMS options. The verification call as well as verification SMS from the app fail. 

    When I said calls to Google voice numbers work, I meant Google voice numbers of friends. However, the Google voice verification call fails. I have tried this multiple times, have taken the phone number off from GV and re-added it and so on, but to no avail.  

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  • I have de-activated and re-activated my phone, thereby getting a new number. I am still unable to set up GV. Meanwhile, i have tried (through 'my devices' section on ting.com) to forward calls to Ting number to another number to see if the GV verification call gets forwarded and I can verify from the other phone, but this doesn't work since the other phone doesn't ring. Presumably the call is not forwarded at all. 

    I tried calling this new Ting number from within gmail-chat, and I get the error "cannot complete call. (XXX) XXX-XXXX was not available for a phone call." However, calling the Ting number from other phones works just fine. 

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  • Oh, that changes things, I thought it was only SMS that wasn't working. Unfortunately I don't have a solid suggestion for you, but Robin might see this post and comment on the best way to get ahold of the GV people on this one. There isn't a simple way I'm aware of to reset things on the GV side, and obviously their backend is having issues, apparently just for your own account :(

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  • Thanks Trevor for getting my attention on the other thread.

    Aditya Kausik:

    The fact that you can't call your Ting number from Gmail suggest that you may have a number that is in one of the areas that Google doesn't work with.

    area codes 218 and 605 come to mind and there are some other areas that Google may restrict calls or connections to.

    If you share your area code here it may help us figure it out here in this forum

    or if you want to or have posted in the Google voice forum share your username that you used so I can take a look.

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  • Yes, I think that is the issue. Changed numbers twice now from the original number and now it works with one from a different area code. Two 720 area numbers didn't work (which is surprising given my Google Voice number itself is a 720 area number.) If it helps in any way both numbers were from the 720-380-XXXX series. 

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  • I don't see an issue with using 720 area code and as you pointed out, you have a 720 GV number as well. but glad to hear you got it working with a different area code.

    Presently there is an issue with selecting numbers that is currently being worked on. but it doesn't appear as though that is what was effecting you.

    Please post in the Google voice forum if you decide to try forwarding to a 720 mobile number again and it fails to work.

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  • Sorry to report, I too am having this EXACT SAME issue.  I am also issued a number in the form of 720-380-XXXX.  Symptoms are identical to the ones written above.  I need a solution as these features are one of the reasons I made the switch to ting.  Thanks in advance.

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  • John, I was able to solve this by deactivating my number, and then re-activating by choosing a number from a different area code. Unfortunately this will cost you another $6 in device fees for the month. 

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  • The device fees are prorated, so despite what the dashboard says, charges will work out the same as if you had the phone on the same activation the entire time.

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  • Trevor and Aditya,     I tried deactivating and reactivating to get another number.  Finally got it to activate, however; I had to randomly change my service area multiple times, finally to a place over 100 miles south of my service area.  Thanks for you help

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  • Hi Aditya,

    I hope you're able to get this resolved.

    With that said, I want to bring a bit of clarity to some of what's been said here.

    When a service is activated, we're charged a fee by Sprint. While we don't charge an activation fee any longer, we are still billed one. As such, we definitely prefer changing a phone number to repeated deactivations and reactivations on an account.

    If you're having any trouble with securing a phone number or anything else that could lead to you needing to deactivate and reactivate your service, please let us know. We'd love to help.

    Another quick thing. When activating a phone mid-month, we bill a pro-rated device fee for that month (so $3 instead of $6 if activating in the middle of the cycle). Now if you're cancelling mid-month, we don't credit back the device fee that was billed for that month - pro-rated or otherwise. The reason for this is that we're billed the full month.

    That's another reason that, at least for now (meaning that this could change in future) it's better to swap your phone number than it is to cancel and sign up again, and if there's anyway we can help, please just let us know.

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