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Vonage First the good news, I called to follow up on the problem that we've been having



First the good news, I called to follow up on the problem that we've been having and was able to get transferred to someone in Tech Support. He told me that he would go make test calls to the three numbers we had been unable to reach. A few minutes later he came back and told me that he was able to reach two of the numbers. So it looks like the problem is solved and I would have been happy if the call ended at that point.

But now it gets weird - he tells me that the third number gave him a message that indicated that this number can never be reached by Vonage or a normal PSTN line and that he verified this be receiving the same message when dialing it from a PSTN line. I explained we'd called and gotten through to the number at least 100 times using Vonage in the past, we'd never gotten a message during the time that we've been having the problem - just ringing until a fast busy, that it was the same mobile carrier as the one of the other numbers and that we called it yesterday using a calling card.

He then had to tell me that using a calling card wasn't a valid test because while Vonage and PSTN lines reach a number the same way, calling cards bypass this entire process - so the only valid comparison when Vonage can't reach a number is to use a PSTN line and see if it can. He also said that something must have changed recently and we'll not be able to call that number in the future - we should keep the calling card for that number.

After finishing with the support call, I had my wife call the numbers to test. First, she tried to reach her mother's phone - the "unreachable number" and did indeed receive the mysterious message. Which said in English (first) and then Czech that the phone was off the network. Because they don't have voicemail accounts on their phones this is the standard message that we get when the phone is off or out of range. The other calls went through fine and her dad confirmed that her mom's phone was being recharged and was turned off. An hour later her phone was charged and she was able to speak with her Mom on the number that would never work with Vonage.

Again, I think that Vonage prices are great and when it works, it works fine. My complaint is with the customer service side. This tech took a winning situation and by his passing the blame to everyone else, inane fabrications and argumentative attitude has me shaking my head.

Just as a test, I was able to reach a Packet8 technical support rep in less than three minutes on hold. If they can port my Vonage number over, I'll take a hard look at paying 4 cents more per minute for my international calls through them. I wanna love Vonage, but they make it so difficult every time I've ever had to deal with one of their employees.



Read The Full Thread:

International Problems


Tried to make calls to Finland (2 different #'s) and both times, the phones rang
Nobody, HUH?
Been having the exact same problems with mobile numbers in the Czech Republic.
Not to be light on the subject. Vonage is a VOIP company and not a e-mail ISP type
What kind of logic is that? Vonage isn't a financial institution either, but somehow

KBrack posted "First the good news, I called to follow up on the problem that we've been having" on 03/17/2005

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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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