Extremely poor service

Posts: 1 · New Forum Member Joined: Dec 21, 2005 Posts: 1

My Vonage service has been out for a day and a half... I can make calls out, but callers in get a message "You have reached a non-working number... " making it sound like I don't have the number anymore. In my Vonage account, there are no service announcements listed. I've called support twice, working my way through the myriads of menus only to be told "they are working on it." I've sent an email with no response.

A month ago I was telling all my friends what a great thing this Vonage is... now I'm not so sure. My cable company offers digital phone... if this problem doesn't get fixed today, I'm switching.

Posts: 39 · Vonage Forum Junior Joined: Dec 08, 2005 Posts: 39

I've had extremely poor service for over 2 months now, and Vonage hasn't been able to correct it. I've signed up for Time Warner Voip.

Posts: 6 · New Forum Member Joined: Mar 10, 2005 Posts: 6

Funny how that happens!! Had a friend with Vonage, he said it was bad, mine was/is flawless in the same area, different ISP. He went with TWC for his phone service and REMARKABLY, his downtime, latency issues, etc with his cable went away! Tests I did on his line, numerous service calls, etc were compared to his service now. Wouldn't know it was the same line.

You can't tell me TWC and every other carrier doesn't "dummy up" their service if they get wind you have another Voip carrier. I now have their ISP but sent them a certified letter with print outs of my tests on their cable and advised I would send any down turn in service info (since they now know I have Vonage) to Vonage Corporate. We shall see.

Posts: 1 · New Forum Member Joined: Dec 24, 2005 Posts: 1

I'm experiencing problems receiving calls also. Same deal, caller is informed that my number has been disconnected. Am I correct in assuming that Adelphia (my ISP) may be blocking incoming calls to my number? If so, what can be done about this? Thanks.

Posts: 2257 · Posted: Sun Dec 25, 2005 11:27 am Post subject: Re: Extremely poor service

RonR wrote:

I'm experiencing problems receiving calls also. Same deal, caller is informed that my number has been disconnected. Am I correct in assuming that Adelphia (my ISP) may be blocking incoming calls to my number? If so, what can be done about this? Thanks.

No, more likely the gateway that routes calls from the regular telephone network to Vonage is down. If your ISP was blocking calls, Vonage would think your device was down and either route the calls to voicemail or to your Network Outage Number.

Posts: 28 · Vonage Representative Joined: Nov 09, 2005 Posts: 28

those "all circuits are busy" or "fast busy" from Vonage --> pstn lines is because of issues some of the partner carriers are having at the moment.. you should notice those issues are intermintant, and will be fixed very shortly.. natehoy was correct, its a issue regarding calls being routed correctly to certain PSTN lines..

patience is a virtue.

Posts: 2257 · Posted: Sun Dec 25, 2005 8:55 pm Post subject:

essdeek wrote:

...you should notice those issues are intermintant, and will be fixed very shortly...

I'm lucky, it's never happened to me. It is frustrating to see others posting about having it happen intermittently for days on end, and even though I understand Vonage has little control over the PSTN gateway providers, it would be nice to see:

1. Information like this on the "Service Status" page. Sure, every now and then one pops up, but not nearly as often as the messages here asking about it.

2. Some way for Vonage to assert control over their phone numbers to AT LEAST route the calls to voicemail or a Network Outage Number, instead of having messages like "the number you have dialed is out of service".

#2 may not be possible, but #1 certainly is. At least you'd think so.

Vonage is a great service for the price. I have no plans to leave. Especially over a problem like this one that is probably a bunch of local CLEC's trying to screw with them so they look bad, so everyone migrates back to their local copper pusher. But they need to be FAR more communicative about their problems to their customer base.