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tplink Posted:
Im trying to add
my HT802 vonage
adapter to my home
network. I
currently have
...

In The Forum:
Hard Wiring - Installation
Topic:
Vonage behind switch
On Dec 05, 2016 at 06:35:11

DWSupport Posted:
After recent
Vonage update that
took place on the
4th and 5th of
Nov. E-mails with
...

In The Forum:
Vonage
Topic:
Voicemail Not Forwarding to Outlook Accounts
On Nov 10, 2016 at 12:23:26

peterlee Posted:
Had a call from a
Hospital in Ajax,
Ontario to my home
in
Scarborough, Onta
rio
...

In The Forum:
Vonage Canada
Topic:
Hospital Incoming call unable to connect
On Nov 08, 2016 at 11:59:50

TELLDOUG Posted:
I am looking for a
product that will
make my phone ring
louder so I can
hear using
...

In The Forum:
Vonage
Topic:
Looking for a ringer ameliorate
On Oct 26, 2016 at 09:21:30

HildBeft Posted:
You can recollect
password by
connecting the
router to your pc
and open the
browser
...

In The Forum:
Hard Wiring - Installation
Topic:
How to arrive at wifi password?
On Oct 20, 2016 at 05:05:49

HildBeft Posted:
Great tips..
Thanks for sharing
...

In The Forum:
Hard Wiring - Installation
Topic:
How to have Vonage and another land line?
On Oct 20, 2016 at 04:55:03

massrman Posted:
The devices are
available at
different price
margins , please
share your
estimated
...

In The Forum:
Vonage
Topic:
IP PBX for small business
On Sep 30, 2016 at 00:48:03

massrman Posted:
Hi these are most
commonly used SIP
PBX interops and
their
configuration
guides,
...

In The Forum:
Vonage
Topic:
IP PBX for small business
On Sep 30, 2016 at 00:37:45

Sammy00 Posted:
Has anyone setup a
W52p phone for
vonage? I have
a W52p with two
wireless handsets,
...

In The Forum:
Hard Wiring - Installation
Topic:
W52p Setup
On Aug 30, 2016 at 10:38:01

James44 Posted:
Hi, I am
looking for a good
Sip Trunking
provider in
Canada. they
should offer
...

In The Forum:
Vonage
Topic:
A good sip trunking provider
On Jul 17, 2016 at 23:42:46


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Vonage After 22 minutes of hold time I spoke with someone in Tech Support. He told me that



After 22 minutes of hold time I spoke with someone in Tech Support. He told me that they just found out one of their servers was down and sure enough it's the one my account was on. That server had been down at least 30 minutes. That is a problem if a server can be down that long before support notices.

The temporary solution that he had me do is to enable call-forwarding. He said that instant call-forwarding works when the server is down. Service was restored soon after that. (My wife called me from the Vonage phone about 5 minutes after I enabled call-forwarding) I have a network availability number, but I was told this time that forwarding to the network availability number wouldn't occur for 2+ hours. The tech support guy told me the ATA registers to a different server so it takes a long time for it to realize the service is down. (Probably wouldn't ever realize it since my ATA could still communicate to the registration server, just not the actual service server)

All is well now, but I wanted to reply so that people investigating this problem on their own service will know the temporary fix (call forwarding) and cause (server down at Vonage)

Just in case someone from Vonage monitors this I also have some suggestions.

1) Put some monitoring on your servers. If the only way you found out the server for quite a few accounts (including mine) was down is people calling your tech support (with 20+ minutes of hold time).... Well how can they call when their phone is out? It might take a while before people realize they have no phone, find a phone, and wait through hold time to tell you.

2) Change the message (The number you have dialed is disconnected or no longer in service) that people recieve when this problem is happening. Anyone who called me during the 30 minute period will think my phone is disconnected. They may even scratch off the number and wait to ask me what my number is when they see me next. Given that a lot of your customers probably switched recently (new area codes, word of mouth advertising, etc), people thinking they have the wrong number when they call someones "brand new, super cool, internet phone number" is a big issue.

3) When a server goes down that affects a lot of accounts, force all those accounts to use the network availability number right away. It is counter-productive for the backup to not kick in for hours (if ever) when a server is down. There should be some process to force calls over to the backup when it is known that the network (ie server) is not available.

4) Why didn't voicemail pick-up. Actually once I wrote this I realize, if the disconnected message is on then voicemail can't pick up. The service already did and told the caller that the number was disconnected. If the message can't be changed, can voicemail pickup instead? (This is a pretty good fix for 2 and 3)


And here are a few out-of-the-box type questions: (I understand that there is development/architect time involved in any change, just a few thoughts that might help)

1) Is it possible for the server to force calls to the network availability
number when they attempt and fail to hit the ATA on delivery time? (Probably wouldn't help here because the server that would probably do that was the one that was down. but I bring it up just in case nobody thought of it)

2) Live-chat solution for support. A lot of companies are going to this type of support to augment their telephone support. I think they may even be able to handle more than one person at a time this way since typing takes longer than talking and the chat is not completely real-time. (A 5 second delay in replying makes is seem the support person is really giving my question serious thought even though they may be helping someone else) This also seems to be the perfect match to Vonage. I generally need support when my phone isn't working. If my internet connection isn't working either I can't chat online with Vonage, but hopefully I figured out that the problem is the broadband connection not Vonage. If my internet connection is working I would much prefer that than having to find a phone or use my cell phone.



Read The Full Thread:

Service problem - Disconnected or no longer in service msg


I seem to be having major problems with Vonage service today. I have had Vonage
While I'm a generally satisified Vonage user, I agree w/ TyeInformer and his suggestions
Its odd they didnt know. Setting up some sort of sniffer application that sets

TyeInformer posted "After 22 minutes of hold time I spoke with someone in Tech Support. He told me that" on 07/31/2003

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†AK and HI residents pay $29.95 shipping. ††Limited time offer. Valid for residents of the United States (&DC), 18 years or older, who open new accounts. Offer good while supplies last and only on new account activations. One kit per account/household. Offer cannot be combined with any other discounts, promotions or plans and is not applicable to past purchases. Good while supplies last. Allow up to 2 weeks for shipping. Other restrictions may apply.

1Unlimited calling and other services for all residential plans are based on normal residential, personal, non-commercial use. A combination of factors is used to determine abnormal use, including but not limited to: the number of unique numbers called, calls forwarded, minutes used and other factors. Subject to our Reasonable Use Policy and Terms of Service.

2Shipping and activation fees waived with 1-year agreement. An Early Termination Fee (with periodic pro-rated reductions) applies if service is terminated before the end of the first 12 months. Additional restrictions may apply. See Terms of Service for details.

HIGH SPEED INTERNET REQUIRED. †VALID FOR NEW LINES ONLY. RATES EXCLUDE INTERNET SERVICE, SURCHARGES, FEES AND TAXES. DEVICE MAY BE REFURBISHED. If you subscribe to plans with monthly minutes allotments, all call minutes placed from both from your home and registered ExtensionsTM phones will count toward your monthly minutes allotment. ExtensionsTM calls made from mobiles use airtime and may incur surcharges, depending on your mobile plan. Alarms, TTY and other systems may not be compatible. Vonage 911 service operates differently than traditional 911. See www.vonage.com/911 for details.

** Certain call types excluded.

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