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Vonage Here is the message I just sent to vonage edited slightly...
Description
Here is the message I just sent to Vonage edited slightly...
Description of Network:
The location where I am having an issue has Cox Cable Internet via a Motorola Surf Board 5100 Cable modem. From there my connection is routed through a Linksys WRT54GL. From their I have CAT6 cable wired to a gigabit ethernet switch where the PAP2 is connected.
Description of Problem:
To start off with I have called customer support and talked to them at length two days in a row now. My first call yesterday lasted for over an hour with the tech having to call me back several times while we worked on the issue. Today I was on the phone for nearly an hour with a rep when we were disconnected. When he called me back he put me on hold and I was disconnected again. Since then I have not received any further calls from Vonage regarding this issue.
The problem I am having appears to be with the SimulRing feature offered by Vonage. Our business operates from 2 seperate locations and we need to be able to answer the phone from both locations as needed. The main number our business uses is XXX-XXX-7201 which is connected to a PAP2 located in XXXXX, XX. Whenever this number is called we have it set to SimulRing XXX-XXX-7104 which is in YYYYYYY, YY connected to a PAP2 using the network described above. We have been using this setup for nearly a year now and it has performed as it was supposed to until yesterday. Starting yesterday morning calls to 7201 (in XXXXXXX, XX) that were answered at our 7104 location (YYYYYYY, YY) were answering to "dead air". Meaning the caller was unable to hear us and we were unable to hear the caller despite the line appearing to have been answered to both parties - meaning the ringing had stopped for the caller and the line we answered was not dial tone but just simply silence. If the 7104 number was called directly the call would answer appropriately 100% of the time. So only when receiving a call to 7104 with SimulRing would the problem arise. After speaking at length with a technical support rep yesterday we believed we had finally resolved the problem after firmware upgrading the PAP2 at our YYYYYY location (7104) and making several calls to it that were SimulRing's from our 7201 number. This morning the problem has reappeared and we attempted to call tech support. Our first idea was to perform the same upgrade to the PAP2 at the 7201 location. The tech did this and this did not appear to fix the problem. After this the rep had me go through a number of the same steps that I did yesterday that did not provide a solution yesterday nor did they today. At one point I was having trouble hearing the rep so I had him call me back at a different number. He called me back but then shortly after put me on hold to "adjust some settings". While I was on hold the call disconnected and I have not heard back from him for nearly 2 hours (The last call from him came @ 10:40 AM Eastern and of writing this it is 12:21 PM eastern).
This problem needs to be corrected or I can no longer use Vonage for my business lines as we need the ability to answer calls at both of our locations. Can someone please contact me to help us resolve this matter in a timely fashion as our office in YYYYYYY is completely unable to answer calls at this point.
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vtjballeng posted "Here is the message I just sent to vonage edited slightly...
Description" on 10/11/2007 |
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