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Vonage After being on hold and on the phone for over an hour I get a canned response to my

After being on hold and on the phone for over an hour I get a canned response to my 911 issue! And I have to reply to even open the ticket so they will further assist me! This is B.S.!

Vonage needs to look at how they are handling 911 issues and not address the problem by sending a canned response "asking us to reply to their email to open a ticket." They need to take these issues seriously and work to resolve them. I understand that 911 calls made on Vonage are not the same as a land line; however, my problem is that my 911 calls are being routed wrong PSAP, i.e. as stated on their website:

Vonage offers 911 Dialing to all our customers . When you dial 911, your call is routed from the Vonage network to the Public Safety Answering Point (PSAP) for your area.

This needs to be fixed and I am upset that it takes a lot of effort to resolve this with Vonage's customer service.

Scroll down and you will see this:

"Once we receive your reply a ticket will be opened so that we may further assist you."

-Original Message-
From: Vonage Customer Care []
Sent: Monday, May 16, 2005 6:22 PM
Subject: [ #1931256] Automated Response: 911 issue

Thank you for contacting Customer Care,

Here is a list of suggestions that may be helpful in resolving your issue. For additional information please feel free to review our help section located at

If you require further assistance you may contact us by replying to this email or by calling us at 1-vonage-help (1-866-243-4357).

1. Always check to make sure that you are connected to the Internet by opening your web browser or checking for email.

2. Check to make sure that all of your devices have power and are working properly. Make sure all of your Ethernet cables are properly connected and that the devices have connectivity.

3. After confirming that you have an Internet connection check the Dashboard in your web account for Service Announcements. Service Announcements are located on the right-hand side of your Dashboard screen. The Dashboard also gives you the ability to manage your Vonage account online, everything from updating your address and credit card information, adding additional lines and activating features. To learn more about the Dashboard click on the link below.

4. Reboot your phone adapter and your network. Rebooting the phone adapter and your network has been known to resolve service issues such as No dial tone and Caller ID. For more information how to properly reboot your phone adapter and network click on the link below.

5. I am experiencing poor audio quality (packet loss, dropouts, one way audio, echo, latency) when placing or receiving calls. What can I do about this?
If you are experiencing choppy audio during phones calls this issues is most likely due to a bandwidth or data packet loss issue with your Internet Service Provider. For more information on choppy audio or sound quality issues click on the link below.

6. I have no dial tone when I pick up the telephone connected to the phone adapter (no dial tone from the phone adapter).
See #4 above
Also check our Learning Center for troubleshooting tips for additional information at

5. I have poor audio quality
Poor or scratchy sound is a symptom of a problem with your network connection, network performance, or network card and access point drivers. For more information about audio quality issues click the link below.

6. I am having a problem with connecting International calls.
The first thing you should check is the status on your account. The status of your account will be listed on the top of the page in your web account. For more information about International calling, click on the link below.

7. I have problems with my Virtual number
Virtual Phone Numbers are very inexpensive secondary numbers. They ring to your primary Vonage line or SoftPhone. For more information about virtual numbers, click on the link below for virtual Number User Guide.

8. I have problems with faxing.
If you are unable to send and or receive faxes try lowering the baud rate on the fax machine 9600. For information on faxing, click on the link below.

9. I have problems with my voicemail
Vonage Voicemail gives you complete control over your voicemail messages by phone and online. For more information about Voicemail, click on the link below for Voicemail User Guide.

10. For additional troubleshooting tips see the Installation and Troubleshooting Guide inside of your Vonage Welcome Kit. The Vonage Welcome Kit includes step-by-step instructions for installation and troubleshooting. Troubleshooting tips and guides can also be found online at

If you need additional information check out our Learning Center at: If you require further assistance, reply to this email by clicking on the reply button on your email program. Once we receive your reply a ticket will be opened so that we may further assist you.

Thanks again for contacting us.


Vonage Customer Care

Read The Full Thread:

My call to 911 did not work

Did anyone watch CNN a few minutes ago? They had a lady with her attorney talking
Ok, after being on the phone with vonage a long time (1+ hour), the vonage employee
I'll get this routed to the correct people who should be able to either fix this
Ill put it in the guys name that handles 911. We have to update the PSAP your particular
Deadly delay on Vonage 911? Published: May 9, 2005, 10:55 AM PDT By Ben Charny Staff
I respect Mr Rego's comment - it is very factual. Plus, Vonage is being forced to
well, he's got 120 days to clean it up now according to the CNet news. People

DING DING. We have a winner. You are dead on jnuzzi. Not only does the ToS state that

johncostanzo posted "After being on hold and on the phone for over an hour I get a canned response to my" on 05/16/2005

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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 for details.

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