Troubleshooting

Concerns regarding your Tunnel Out number?
1. Make one to three test calls from a friend or family member’s device to try to recreate the issue.
2. If reproducible, please specify the following when reporting the issue to support@tunnelout.ca
– Date/Time of Call Attempts:
– Caller’s Number:
– Caller’s Network:
– Your Network:
– Clear Description of Incident:

Below are examples of how call history is traced for errors on any network the call is routed through.

Issue Reported: “My loved one called but my phone never rang.”
– If the call does not show during the specified time, then it did not route to any node that Tunnel Out is using and only the network that the call originated from can run a trace route to determine why it failed to route to Tunnel Out.
– Any error that occurred on Tunnel Out’s network would show.

Issue Reported: Call Disconnected unexpectedly.
The Freedom Mobile phone ended the call (bye) after approximately 5 minutes.
– If there was an error that caused it, the Subscriber would have to ask Freedom Mobile to investigate the call.
– Notice the time codes in the left column.  Time codes are only recorded when information is routed through the network nodes that Tunnel Out is using.
– This represents that Tunnel Out number is not involved in the call route once the Freedom Mobile phone is connected to the call.

Glossary of Terms:
Route – The path the call takes.
Node – A network device along the path.
Bye – The signal that ends the call