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blutarsky
Vonage Forum Senior
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Joined: Sep 06, 2005
Posts: 75

PostPosted: Sat Dec 31, 2005 7:22 pm    Post subject: Reply with quote Back to top

chinchman wrote:
...Do we all really expect the "service" to be any good?...

in all fairness, even though the dashboard has been down and it's a fairly large level of frustration for me, the actual line service has gone on uninterrupted, for me at least. i get calls whenever people call, i always get a dial tone, and for the most part i wouldn't even know anything was up if i didn't keep checking the dashboard. i've been critical of the lack of dashboard access, but as for the line being up and running, so far at least that has been solid.
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CA1900
Vonage Forum Associate
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Joined: Sep 09, 2005
Posts: 21

PostPosted: Sun Jan 01, 2006 11:44 am    Post subject: Reply with quote Back to top

Looks like it's finally back up. I sent a trouble report in on the 22nd, and they just finally responded on the 30th, telling me the engineers "have worked diligently to resolve the issue as soon as
possible. We apologize for any convenience that this may have caused."

They never mentioned they were rebuilding the dashboard; if that were the case, why not just say so? Just say, "We realize the dashboard has been unreliable, which is why we're rebuilding it. Once it's complete, that should prevent future overloading problems..." And an 8-day turnaround on a support e-mail is really, really bad. (The last problem I reported got a response in five minutes!)


They also said this in the e-mail: "We post any systemic issues via the web account which can be accessed at www.vonage.com." Ummm... no, they don't. And I mentioned that in the e-mail I sent yesterday, when I was still unable to log in.

My ISP has a "network status" widget on their front page; it doesn't seem to have hurt their sales one bit. I think keeping us in the dark when things are broken is only going to lead to big-time customer churn.
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g33kgurli
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Joined: Nov 10, 2005
Posts: 13

PostPosted: Sun Jan 01, 2006 11:45 am    Post subject: Reply with quote Back to top

SO what major dashboard rebuild? I finally got to log in today and remove my call forwarding and I don't see ANYTHING different?
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dconnor
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Joined: Mar 05, 2003
Posts: 2264
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PostPosted: Sun Jan 01, 2006 4:41 pm    Post subject: Reply with quote Back to top

g33kgurli wrote:
SO what major dashboard rebuild? I finally got to log in today and remove my call forwarding and I don't see ANYTHING different?


It may not appear any different to you (GUI), but I do know that a major rebuild is taking place.

You may or may not know this, but depending on when you became a customer will dictate what version of dashboard you are using.

Me for example, having signed up for service almost four years ago, have problems switching MAC addresses on devices. (Tier 3 must hard code it for me).

It is my understanding that this rebuild is taking place to bring all Vonage customers to the same build.

I hope this helps.

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craigwp
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Joined: Nov 17, 2005
Posts: 24

PostPosted: Sun Jan 01, 2006 7:13 pm    Post subject: Dashboard Reply with quote Back to top

I don't know what all the fuss is about if the dashboard is down for a while for whatever reason. If you have phone service , isn't that what really matters? To myself the dashboard means looking to see who called or who i called . Other options are used rarely. Unless I'm missing something completely. And that has happened before Lol
Web sites go down all over all the time. What am I missing please?
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riddler
Vonage Forum Senior
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Joined: Dec 18, 2005
Posts: 83
Location: Tennessee

PostPosted: Sun Jan 01, 2006 7:28 pm    Post subject: Reply with quote Back to top

In response to craigwp

The call fowarding is used quite often and the only way to use call forwarding is to log into dashboard...Unlike land lines where you use the phone to do it....and once call forwarding is enabled and you need to change it ..you have to log back into dashboard...so it really is a big part of the service....not the main part....but a big part nonetheless...
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riddler
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Joined: Dec 18, 2005
Posts: 83
Location: Tennessee

PostPosted: Sun Jan 01, 2006 7:37 pm    Post subject: Reply with quote Back to top

Appreciate the info dconnor....

Keeping customers up to date would do wonders for this forum.

When I first starting coming here I was impressed by the Vonage Service Status...until it became a billboard for advertisement when major outages with the Dashboard were going on....again....Thx for the info...
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videotape
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Joined: Sep 22, 2005
Posts: 10

PostPosted: Sun Jan 01, 2006 8:04 pm    Post subject: Reply with quote Back to top

Hello,

I do not access the Dashboard for my account every minute either, but like mostly everyone else here, I pay for the right to do so. Some have the impression that Vonage is a tiny startup company that is offering a free, open source product. However, the truth is that Vonage is offering a specific product and service for sale. Once we have agreed to and paid Vonage's price, is it asking too much for us to receive their product? Should the rear window defroster on your car not be expected to work consistently just because it is only used occasionally? Would it be improper to complain to the dealer every time it failed? Some say that Vonage should be forgiven because Voip is new, but Vonage has chosen to add unlimited new subscribers at its current technology level. With over 1,000,000 user's and four years later, we shouldn't need to apologize for expecting what we've paid for.

Sorry for the rant, but the whole E911 episode (and I know it's been difficult for Vonage to budget the $30,000,000 + a month it takes in to include implementing E911 locally) has shown the company's colors.

Thanks
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dmesser
Full Forum Member
Full Forum Member


Joined: Dec 29, 2005
Posts: 61

PostPosted: Mon Jan 02, 2006 3:22 pm    Post subject: Reply with quote Back to top

dconnor wrote:
dmesser wrote:
Dashboard is down again.

You know, I'll bet the problem is as simple as a patch cable looping back into the same switch...


It is a major Dashboard rebuild.


So, what you're saying is that they are doing active development on a live system?

Somehow, this doesn't make me feel better.
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eriq
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Joined: Dec 29, 2005
Posts: 9

PostPosted: Mon Jan 02, 2006 3:22 pm    Post subject: Re: Dashboard Reply with quote Back to top

craigwp wrote:
I don't know what all the fuss is about if the dashboard is down for a while for whatever reason. If you have phone service , isn't that what really matters? To myself the dashboard means looking to see who called or who i called . Other options are used rarely. Unless I'm missing something completely. And that has happened before Lol
Web sites go down all over all the time. What am I missing please?


Why are all of your words bold? Anyway in answer to your quesiton, as a business owner I heavily rely on call forwarding and being able to change my voice mail options on a regular basis. And when I'm unable to do this just because I can't log into the web site, this is a major problem. It's highly frustrating when I'm able to forward calls to a telephone # one minute, then at the end of the day (or whenever) not be able to unforward them when I need to (and imagine having your calls being stuck forwarding to another number for DAYS at a time).

Yes, ACTUAL service is good. But when the web site is the ONLY way to change your call forwarding & voicemail options, that's bad. The Voip service works well, so please don't reply with a comment like "we should just expect this because it's a new technology." Web sites are not a new technology and have been around much longer than Voip. If you were someone who relies on these features on a frequent basis like me (and many other Vonage customers), you'll understand the frustration.

You might wonder why am I still with Vonage? Good service (excluding web site) and affordability. I just EXPECT a web site that's up 98% of the time until Vonage allows us to change certain features from a phone-driven menu instead just through the web site.
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