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thegman
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Joined: Dec 20, 2005
Posts: 2

PostPosted: Tue Dec 20, 2005 8:52 pm    Post subject: Significant Service Problems Network Wide - Own up to it!!! Reply with quote Back to top

At risk of stating the obvious, Vonage appears to be experiencing network wide problems. This was confirmed by my call at 5 PM MST and the Vonage customer service rep told me to wait 1-2 hours and the problem should be resolved. Earlier I had been on the phone with Vonage trying to fix a one way audio problem but got disconnected.

My issues is not that they have problems but they will not own up to it or post it. Instead, I screw around for 90 minutes with and without Vonage's help when someone at Vonage knew it was Vonage issue. Are they afraid to post the notice on their website?

Here are the reported problems for today:

-One Way Audio
-Various Voicemail Problems
-Website not providing call detail records
-Unable to call customer support line from Vonage line but able to on mobile phone.
-All Circuits Busy or uncompleted calls

They tried to tell me it was my Cable Modem. Take the spec out of your own eye (Vonage) before trying to pull the log at of mine. Or in this case, pull the log out of your own eye before trying to find a spec in mine.

I can live with less than 5 nines of reliability. I can live with the strange outbound caller ID system. What bugs me is when they waste my time.
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KDWycha
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Joined: Jan 19, 2005
Posts: 605
Location: Tampa, Florida USA (813)

PostPosted: Tue Dec 20, 2005 9:31 pm    Post subject: Reply with quote Back to top

I dunno. I always see all these network issues listed on the Vonage Service Status but never seem to have any problems. I have had no caller id, outbound/inbound, or voice mail problems the past three days. I think it is just certain geographic areas that are having issues. Maybe it has to do with icing or something and lines going down.


_________________
Kevin Wycha
Vonage Subscriber Since: Jan 17, 2005
Linksys RT31P2 Router/ATA
Motorola SB5100 Cablemodem
Roadrunner TampaBay (10mb down/1mb up)
---
Dancing w00t! Dancing
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Trowski
Vonage Forum MVM
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Joined: May 16, 2005
Posts: 1389
Location: Putnam, CT

PostPosted: Tue Dec 20, 2005 10:12 pm    Post subject: Reply with quote Back to top

Actually there has been quite a few service announcements on here and the dashboard lately. Also remember they are doing alot of work on the system to get to the FCC compliancy level, so that will cause some hickups here and there.

_________________
-------------------------------------
Eastern Connecticut Cable--WRT54G---RTP300--Uniden True 8866
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bmetelsky
Vonage Forum Junior
Vonage Forum Junior


Joined: Dec 20, 2005
Posts: 39

PostPosted: Tue Dec 20, 2005 11:24 pm    Post subject: Reply with quote Back to top

I spent a significant amount of time on calls to customer support yesterday and the day before that. Finally got my issue resolved after going through two levels of customer care and then generating a service ticket. I must say, I was fairly happy with the support recieved - finally resolved the issue I was calling about. I did hear, though, from one rep, that Vonage was in the process of moving their headquarters. Perhaps this is contributing to the problems? I have not had problems in the year and two months prior to this.
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DoomedTX
Vonage Forum Associate
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Joined: Jan 25, 2005
Posts: 18
Location: Cabot, AR

PostPosted: Wed Dec 21, 2005 12:12 am    Post subject: Reply with quote Back to top

I don't know if my problem is related or deserves its own post, but here goes:

I'm on an 8-day trip and have been calling home to my Vonage # a lot, mostly using my mobile phone. Almost every time I call home, call #1 I can hear my wife but she can't hear me, call #2 we both hear a fax machine sound on the line, and call #3 we hear each other. She said this has happened a few times this week from other callers so I doubt my mobile phone is the culprit.

As I'm still on the road I can't run the tests or post my exact config, but it would be nice if Vonage would hurry up and fix the problem before my wife puts her foot down and makes me cancel the service.
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VonageTPA
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Jul 11, 2005
Posts: 1715
Location: Florida (usually)

PostPosted: Wed Dec 21, 2005 3:17 am    Post subject: Reply with quote Back to top

~25-30 calls made today and no problems here other than the problems inherent with the 1.00.58 chipset.

_________________
ISP: Varies depending where I'm at.
Vonage: Linksys RTP300
Router: IPCop 1.4.10
Phones: various
Total calls since Jul 24, 2005: 4,794 calls
Total Minutes since Jul 24, 2005: 25,552 minutes
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bqsoftware
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Joined: Dec 21, 2005
Posts: 1

PostPosted: Wed Dec 21, 2005 9:50 am    Post subject: No Voicemail attachments Reply with quote Back to top

Just got off of the phone with tech support. No voicemail attachments are being sent to my email address. Tech support said it is company wide....
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thegman
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Joined: Dec 20, 2005
Posts: 2

PostPosted: Thu Dec 22, 2005 12:24 am    Post subject: Reply with quote Back to top

Everything seems to be working today. I am not 100% sure how long I was having problems yesterday but I am guessing about 3 hours. Roughly from 3-6 PM MST.

My point in my original posting is not to complain that Vonage has problems but the fact they don't know and/or communicate that they have a problem. I checked the dashboard numerous times yesterday and it always said, "No service announcements at this time." This followed with their customer service reps not being aware of the problem and trying to blame my cable modem is unacceptable.

Most days I love my Vonage. I have two lines plus the softphone. I don't expect perfect service but I do expect honest answers. If there is a problem, acknowledge. I don't blame the customer support reps, I blame their NOC and management.
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