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Vonage I was one of the "victims" of Vonage's firmware upgrade this past weekend. during
I was one of the "victims" of Vonage's firmware upgrade this past weekend. during my troubleshooting - since it was obvious that speaking to the guy at Vonage's Technical Sympathy Line was getting me nowhere, I found THIS forum, AND I found the answers HERE!
It seems that the root cause of the problem was/is Motorola VT 1000/1005's set to a static WAN address instead of dynamic. Who sets a static address? Usually someone smarter than the average bear... why? Because they put the MTA in DMZ, or side by side with their router, or summat. Many of these "smarter" folks are in IT, and have commented that they would be fired if they "inflicted" such a change on their users. Same here.
After reading so many posts about the ineffective advice that tech support is handing out, and the common thread being that an <evidently> untested upgrade was pushed out, I guess all I can conclude is that Vonage's engineers and processes leave something to be desired. Not to mention their technical support (or lack thereof).
Vonage MUST have known they had a major issue on their hands when the calls began hitting their call centers on Saturday. Certainly by Monday, managment reports regarding higher than normal call volumes and unresolved issues throughout the weekend.
Apparently, even after Monday came and went, some users are still off the air, and will be until replacement equipment that was sent out to "fix" the problem arrives. Think about a couple of those posts... the poor user finally found the fix here on this forum, but by the time he got his MTA upgraded (or ready to take the upgrade) - it had de-registered to account for the replacements sent in the mail. Now he's doomed until they arrive.
And then, even though I found the answer here in this forum, I have GOT to take issue with the propagandist who writes the Daily Digest of the forums.... Hmmmm. maybe if I keep ignoring that Elephant in the Living Room - the biggest single technical thread(s) floating around on this forum for the past couple of weeks it will go away. Nothing written about this issue in any digest since it popped up. Well, of course not, it would reflect poorly on Vonage.
With more players in the Voip marketplace, Vonage is going to have to realize that PRICE cannot be a market differentiator. Comcast wants $39.99 a month for a comparable package. Believe me, if I thought THEIR service could be any better, I would consider switching.
What's the Bottom line, Vonage?
Pay attention to your business, don't treat your customers like idiots - especially in a case like this one where the customers that you <slopped> on were the more discerning of your overall customer base. Clean up your implementation processes and make sure you test the living daylights out of anything you push out but can't pull back. AND, if you do make a mistake, own up to it and work to help get your users back on the air, don't just keep hoping that the elephant will wander off.
Read The Full Thread: "known issue" still unsolved
• I am currently in Vonage hell. After having the service for the past 6 months, all
• It was easier to resolve on our own:
http://www.vonage-forum.com/ftopic16013-0-asc-10.html
• I am so thankful that folks out there have figured a work around to this problem
• I don't have a DHCP-enabled server; am static all the way, so I'm still stuck in
• this REALLY concerns me.
I seem to have ongoing issues with my service, some
• The Tier II Tech I know said that they are just as frustrated about this issue as
• I was told the same thing on Sunday.
This is bordering on sheer incompetence.
• This is NOT the first time a firmware issue screwed up the service. I called after
• Elephant? What elephant? :wink:
I think you guys have summed this up well.
5Crossbar posted "I was one of the "victims" of Vonage's firmware upgrade this past weekend. during" on 08/30/2006 |
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