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booma
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Joined: Apr 23, 2006
Posts: 171
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PostPosted: Mon May 15, 2006 9:04 am    Post subject: Reply with quote Back to top

I started keeping a log of when incoming calls are bad and what the problem was when I find out there is a problem. I of course can only do this if a person calls me back again and tells me they just tried to call and had a problem -- which I believe happens more often than not. I go back and augment the log with the Transaction ID for the bad call, or at very least the call I received just after the bad call.

I'm hoping they fix the problem, but if not, I will call them with specific problems, on specific dates and times with specific transaction ID's. I think that the level 2 support techs will have a better chance of fixing the problem with this information than if you just call up and tell them some of your incoming calls are bad.

If others do the same, maybe we can get this problem fixed.

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airshark
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PostPosted: Mon May 15, 2006 5:05 pm    Post subject: Reply with quote Back to top

I have been a Vonage customer for over a year now and just as others are reporting, I am also having intermittent trouble receiving incoming calls recently.

I just called customer service, they "reset" a bunch of stuff and asked me to call in immediately the next time this happens to report it.

I think the key for us winning this one is persistence.

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JeremyE
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PostPosted: Mon May 15, 2006 8:20 pm    Post subject: Reply with quote Back to top

Same here. About 1 out of 3 incoming calls gets a "all circuits are busy". I haven't called tech support yet, waiting to see if it is an issue with my router, or if it is a larger Vonage-wide issue.
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mjpatton
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PostPosted: Tue May 16, 2006 2:12 pm    Post subject: Fighting it for over a week now... Reply with quote Back to top

I've been fighting the same incoming call battlle for a week and a half now after a year of great service. I even bought a new router and adapter - same problem. 6 or 7 very lengthy call with tiers of support and much "resetting" has done nothing to fix it. Out going calls are perfect but incoming is a dice roll.

We need answers NOW! Who could possibly recommend or even think about investing in this company with the condition the service is presently in.
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von2man
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Joined: Jan 19, 2005
Posts: 26

PostPosted: Tue May 16, 2006 6:08 pm    Post subject: Reply with quote Back to top

I was told that they were estimating a 72 hr fix (from yesterday I think he meant). Something about fixing/restarting a switch. I got this from a service rep who got this problem to tier 3 support. It only have a problem from outside lines. Vonage to Vonage calls seem to work.
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JeremyE
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PostPosted: Tue May 16, 2006 6:11 pm    Post subject: Reply with quote Back to top

This might be old news but they finally posted a service announcement in our Vonage member area. I didn't notice that until today. Looks like they finally admitted to them having some issues.
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dconnor
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PostPosted: Tue May 16, 2006 7:35 pm    Post subject: Reply with quote Back to top

JeremyE wrote:
This might be old news but they finally posted a service announcement in our Vonage member area. I didn't notice that until today. Looks like they finally admitted to them having some issues.


This:

At this time some customers in certain area codes are experiencing intermittent issues receiving incoming calls. Our engineers are aware of the issue and are working towards resolving it as soon as possible. Thank you for your patience in this matter and we apologize for any inconvenience this may cause.

has been right about here:

<
<
<


since I came to work today.

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GotNoRice
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Joined: Aug 23, 2005
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PostPosted: Wed May 17, 2006 4:12 pm    Post subject: Reply with quote Back to top

I've had Vonage for about a year or so, and am also having problems with lost incoming calls. At this point, I’m losing at least half of my calls. The phone rings, I pick it up and only hear silence. Then I hang up and it rings again (I guess because they called again?) and this usually goes on and it will usually work the 2nd or 3rd time.

I have Comcast Gold Tier 8800/768, with a Motorola SB5100 (with good signal levels), going to a Monowall Router (FreeBSD based) where I have the Vonage ports not only forwarded to the Vonage adapter but also given a higher priority via the traffic shaper. My test results to Boston were 4.4 for incoming and outgoing, and my connection otherwise works perfect (I don’t think it’s a Comcast problem, unless Comcast is just sabotaging Voip traffic somehow).

It really ****, I have a lot of people that call me with computer questions as I do computer repair. By the time they get through they are on their 3rd try usually, which just makes them more frustrated than they probably already were before they called.

I just thank god that my parents did NOT listen to me last year when I tried to get them to switch over their phone to Vonage.
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thepotter
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PostPosted: Wed May 17, 2006 5:00 pm    Post subject: Reply with quote Back to top

I too am having this problem. Currently on hold as I'm transferred to a higher level of tech support. If nothing else, I'm confident it isn't my upload bandwidth. Speakeasy's speed test has me at 10433 kbps (yes that's ten thousand) upload to the nearest location (seattle) and 4389 kbps to NY city. Anyway, I'm in the 360 area code. I wonder if this is a regional issue? One thing I've noticed is that most of the calls that go bad are from cell phones, though that isn't universally true and really doesn't matter -- I'm using this number for my business and it isn't acceptable for people to get a "not in service" message.
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GotNoRice
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Joined: Aug 23, 2005
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PostPosted: Wed May 17, 2006 6:06 pm    Post subject: Reply with quote Back to top

thepotter wrote:
I too am having this problem. Currently on hold as I'm transferred to a higher level of tech support. If nothing else, I'm confident it isn't my upload bandwidth. Speakeasy's speed test has me at 10433 kbps (yes that's ten thousand) upload to the nearest location (seattle) and 4389 kbps to NY city. Anyway, I'm in the 360 area code. I wonder if this is a regional issue? One thing I've noticed is that most of the calls that go bad are from cell phones, though that isn't universally true and really doesn't matter -- I'm using this number for my business and it isn't acceptable for people to get a "not in service" message.


Those numbers refer to your download speed, right? The reason people score so high on that test is because it takes bursting into account. For a brief period usually you can transfer at a much higher speed than the cap, before it kicks it back down. See this screenshot with traffic graph analysis off to the right to see what it is doing. I score a lot higher than my cap (8800), but you can see how it kicks it down to the cap after the initial burst: http://home.comcast.net/~gotnorice/speedswtext.JPG

If Vonage says it’s an ISP issue, that would be a pretty bad copout on their part. It doesn’t seem like most of the people that are having problems with their Vonage are having any problems with their net in general. Maybe a residential broadband connection isn’t perfect, but if it doesn’t work with the connections most people have then what’s the point?
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