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mennospeak
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PostPosted: Sat Feb 04, 2006 11:13 pm    Post subject: Poor Customer Support: Vonage drops support for RFC2833 DTMF Reply with quote Back to top

Vonage drops support for RFC2833 DTMF tones to Public Telephone Network

Several weeks ago, I lost ability to touch tone in security codes to my non-vonage voicemail and conference bridge. I have two Vonage lines wired to one Motorola VT1005 device. Prior to my loss, both Vonage lines could keystroke in the security codes for Vonage voice mail, the non-Vonage voicemail and conference bridge.

One line is my primary line and uses Vonage voice mail. The other is a secondary line and uses the non-Vonage voice mail and conference bridge.

When my loss occurred, I speculated that Vonage updated their network and broke support for RFC2833 treatment of keystroke tones that are required to go from the Vonage network to the Public Telephone Network to my non-vonage voicemail and conference bridge for entering my security code.

After many rounds with Vonage Tier 2 support on this problem, a workaround was produced.

The workaround recognized that my application required one line have RFC2833 treatment turned on and the other line have RFC2833 treatment be turned off. The VT1005 supports turning on or off RFC2833 treatment. However this support applies to both lines connected to the device. Hence, since the VT1005 device can not support turning on and off RFC2833 for individual lines, the workaround required I add another VT1005 device and move one telephone line to this new device. By doing this, each line can have the appropriate RFC2833 treatment set.

I purchased another Motorola VT1005 (twice). The first unit I purchased came from a Vonage authorized dealer (6th Ave Electronics). It turns out; Vonage could not recognize the MAC address. Tier 3 technical support spent three days trying to get it installed in the MAC database. Tier 3 technical support gave up and stated that 6th Ave Electronics was not listed as an authorized dealer; hence, that was the reason the MAC address was not valid. I was told to return the MT1005 (which I did at a loss of $15) and to buy a retail unit from an authorized dealer (e.g. Best Buy, Staples, Circuit City...) which I did at an additional cost of $15 over the 6th Ave price.

Again I worked with Tier 2 technical support in India until I got too frustrated in trying again and again to explain the problems and what needed to be done. I remember seeing on the Website the ability to add a retail device. I used the web to add the second VT005 device to my account and to move my primary line to it.

Things are fixed. Things work! I hope I'm not getting charged an activation fee for the extra VT1005 device required to implement Vonage’s recommended solution. Time will tell.

Vonage has a lot a maturing to do on these issues before they will be able to replace conventional telephone services in mass nubmers. The customer should not have to pay extra to regain usage of a feature he/she once had.

BTW. no Vonage terminal device including the current Linksys RP300 device supports applying RFC2833 treatment to an individual line. Those who are thinking about adding another phone line may with to think twice on having two lines on a device and might consider adding an extra device for the extra line.
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Datahazard
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Joined: Dec 18, 2005
Posts: 185

PostPosted: Sun Feb 05, 2006 10:27 am    Post subject: Reply with quote Back to top

Thats because the dinosaur MTA is the only one that supports turning it off. The other devices have settings to tweak it, but even that is mostly weather or not the server should recognize the tones as DTMF and recreate them, or if it should just let them pass through as generated by your phone. The real question is, does your phone support it? then so does Vonage.


Last edited by Datahazard on Sun Feb 05, 2006 10:56 am; edited 1 time in total
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mundy5
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Joined: Feb 28, 2005
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PostPosted: Sun Feb 05, 2006 10:37 am    Post subject: Reply with quote Back to top

in your interactions with tier 3, did you get a satisfactory answer as to why they have dropped support for it? It just seems to make good sense to continue support for this since Vonage is not the monopoly yet...

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Vonage Customer from February 2005 to May 2010
ISP: Charter
Router: Linksys RT31P2 (blew up during electrical storm)
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VonageTPA
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Joined: Jul 11, 2005
Posts: 1715
Location: Florida (usually)

PostPosted: Sun Feb 05, 2006 6:17 pm    Post subject: Reply with quote Back to top

I can assure you that Vonage themselves hasn't dropped support for DTMF. I've had a similar problem with connecting to 1-2 other voice mail systems with Vonage. Vonage seems to have done all they can, but the voice mail system on the other end of the line just doesn't seem to be able to make it happen. The issue appears to be with one of their outbound-calling carriers, but it's been a dead end issue after that.

_________________
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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