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In The Forum:
Hard Wiring - Installation
Topic:
Hardwiring in a Rental House
On Oct 24, 2017 at 22:29:48

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In The Forum:
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On Jun 24, 2017 at 09:15:34

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In The Forum:
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Topic:
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On Apr 27, 2017 at 18:52:02

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In The Forum:
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Topic:
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On Apr 27, 2017 at 10:42:50

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IP PBX for small business
On Mar 28, 2017 at 12:42:33


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Vonage How to call Vonage when your Vonage phone service is out? Yesterday afternoon,



How to call Vonage when your Vonage phone service is out?

Yesterday afternoon, the phone light on my RT31P2 router goes off. From that time I can't place any call and I can't receive any call. Looking at "status" page on my router settings, I see that line 1 "can't connect to login server".

Vonage is my only phone (911, alarm system, local calls and long distance. I have a cell phone for emergency calls but it's very expensive to use). So I called Vonage yesterday afternoon using SkypeOut. After waiting for 15 minutes, I got the communication. Because I was using my computer to call Vonage using Skype, the tech rep gave me instructions on what to do after our conversation. Then I tried reboot the router following the instructions given by the Vonage tech. I tried this at least five times. And I called Vonage three times (waiting time between 15 and 20 minutes).

This morning I called Vonage again using SkypeOut which cost me less than 0.03$CAN per minute. The problem is that SkypeOut works on a computer connected to the RT31P2. So when time comes to reboot the router, the communication is dropped out.

The tech rep at Vonage asked me for another phone number. I gave him my cell phone number. He called me back on my cell phone. It took more than an hour to solve the problem using my expensive cell phone. (I'm trying to figure out the amount dueon my next cell phone bill!)

We rebooted all the devices many time, we tried line 2, the problem was always the same, back to line 1 : no phone light on the router, dial tone is there but only a busy signal when I tried to call any number.

We reset the router to factory defaults and rebooted again. The problem is still there. (After resetting to factory defaults, the tech asked me to go to the status page of the router settings. But he forgot to tell me that password was reset to defaults, so I can't no more login to the router settings pages. Now I can ! He also forgot to tell me that I will have to restore my personal settings after this radical operation)

He gave me a service ticket and called me back on my cell phone again (watch the bill !) 15 minutes later. He asked me for my Vonage username and password (the one I used to log in at Vonage.ca). He logged into my account. After a few seconds, the phone light on the router goes on and I can make and receive call. (After the call I changed my password.)

When I asked him to explain me how the problem was solved (I want to know in order to reduce my cell phone bill next time) he told me that it was solved. That's all.

My conclusions are:
1) The problem solving process at Vonage needs to be improved a lot.
2) Customers do not have to pay (my SkypeOut minutes and my cell phone bill) for the inadequacy of the actual problem solving process.
3) In Canada, Vonage should offer service in both official language (so it will be less time consuming for french speaking people like me).



Read The Full Thread:

How to make a service call when service is out?


What an ordeal. When I get my cell phone bill, I'd demand to vonage that they pay

ahamel posted "How to call Vonage when your Vonage phone service is out? Yesterday afternoon," on 06/21/2005

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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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