I have not had Vonage service in my house since Friday morning (Day 4 now). I have emailed and called (hung up on every time).
Before I start the conversation I asked them to call me if we get disconnected because their system keeps disconnecting me. One time out of 7 I actually received a call. I made 2 calls this morning and both resulting in being disconnected with no call back. Does anyone have a number to Vonage that will be able to help me with my situation? I am frustrated and really want to leave Vonage since they do not seem to be concerned with the fact that my phoneline has been out of service for now 4 days.
It is now Monday and still nothing fixed. I am not pleased with Vonages customer service since it is apparent the reps first language is not english. I do not like speaking with someone that does not understand english!
Do they not have to abide by the 99.999% reliability other phone companies have too? Unless a miracle happens, I will leave Vonage and notify as many people as I can of my situation.
Trowski Vonage Forum MVM
Joined: May 16, 2005 Posts: 1389
Location: Putnam, CT
I definatley agree that the customer care at Vonage can use some improvement, however Vonage is not to blame for your no dial tone problems.
When you plug your "phone adapter" in .. it gets an IP address, sends a request to vonage's servers, acknowledges this request, and gives you a dial tone.
If you do not have a dial tone, chances are the problem is on your end. Have you changed the setup? Does your internet work? Refer to the help pages on the website. Or post your setup below, PM me your acct number as well, and I can look for you.
The problem is not the ISP, I have internet connection. I have talked to a few individuals at Vonage to help me diagnosis the issues and the result is they are sending me a new router. They think it is a router issue. Something I can not control.
I did called my ISP to confirm there was no issues with my service and it was confirmed to be working. I use my internet connection when I work from home so I know that it is working just fine.
I have had issues for about 3 weeks with my phone line having no dial tone. I would receive calls on my cell asking what is wrong with my house phone.
The cable modem has been reset, the Linksys router has been reset and still nothing. At one point on the router under status/voice it stated provisioning failed and then finally I received a successful, but my phone line states it is proceeding...
Not sure what on my end I can also check, any other options?
Ask yourself and your ISP if this kind of loss constitutes an acceptable level of service before you lambast Vonage for not connecting you to the VP every time you call to complain.
Spend a little more time researching your connection before you accept the word of your ISP - what, do you think your ISP is actually going to say, "yeah, our network is all jacked up right now. There is all kinds of latency and packet loss on your connection."
NO! They are gonna sit back, loudly tap a few keys, say that the test they just ran looks great, and that you should call Vonage. Then they tell you to open a web page, when it opens, they say, 'see your internet is OK, now go call Vonage like a good girl and get off my phone.' Which you did.
Amazing I just received an email from Vonage stating they are looking into an issue that occurred over the weekend that my phone line was possibly effected by. Hmmm! Maybe if the technical support that was on the other end of the phone listened to the customer this would have been fixed sooner.
All the dropped calls that I made to Vonage for support were from 3 different cells phones ~ what explanation to you have for the disconnection???? Oh and 2 different carriers!
No I did not call the ISP and tell them my phone line was down for your information, I called for status. They had an issue on Thur before Vonage went down on Friday. I have been using my internet service the entire time!
That was a lot of info. You know i can use my internet connection when its running the speed of a modem and i get 80% packet loss. Doesn't mean Vonage is still going to work properly.
All the poster was stating was check into your own connection over taking the word of the people selling you services. Check out the plethora of tests over at http://www.dslreports.com.
Theres no need to spaz out on someone that is trying to help you.
I apreciate your help and I will check into the website to work on the ISP issue. That still does not explain why my phone service is still not working. Slow connection or not, a connection should still be established.
Slow connection or not, a connection should still be established.
Sorry, Voip doesn't work that way. There are certain parameters that need to be met in order for a call to be "usable". Data needs to arrive in exact order and it doesn't tolerate lost packets well. It also needs to arrive in or about the same time frame from one another. If one packet gets there in 30ms and the next arrives in 150ms you'll have noticeable distortion. Now if your ISP is having capacity issues or peering problems this would mess up your calls.
Try this, go to www.testyourvoip.com and select the location closest to you from the drop down and post your result. I just did mine and it showed up as 4.2 MOS. My Vonage calls are crystal clear and have been for many many months.
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