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MrMark
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Joined: Apr 06, 2004
Posts: 132

PostPosted: Tue May 16, 2006 9:29 pm    Post subject: Tech support - poor audio quality Reply with quote Back to top

Without saying anything about the quality of the tech support itself, I am compelled to comment on the audio quality of the calls. I am reasonably sure that I am speaking to people in India, since all of them seem to have a strong accent. These folks would be difficult to understand if the connection were perfect.

It seems ironic that a communications company cannot provide communications to their own tech-support people. The fact is that the connections are very poor. I am getting multiple-second delays. I am getting echo. The amount of white noise is massive, often replacing the intended conversation completely. There are gaps in the audio that are multiple syllables long, so entire words and phrases are lost.

So, even if we cannot get support people that we can undestand, and even if those people cannot understand us, it seems entirely reasonable that the technology should, at least, be adequate to support a normal conversation!

Once we have actually established communications, then we can turn our attention to improving the actual quality of the support.

-Mark
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MrMark
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Joined: Apr 06, 2004
Posts: 132

PostPosted: Wed May 17, 2006 7:30 pm    Post subject: Reply with quote Back to top

...any Vonage comments on this?
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blakadher
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Joined: Dec 23, 2005
Posts: 476
Location: Vancouver, WA

PostPosted: Wed May 17, 2006 7:47 pm    Post subject: Reply with quote Back to top

MrMark wrote:
...any Vonage comments on this?

I doubt it. Read the top of the forum:

Quote:
This Site is exclusively owned & operated by 4Sight Media LLC & is no way endorsed, sponsored, provided, owned or otherwise controlled by Vonage. For official information on Vonage Services please proceed to the Vonage website at: www.vonage.com

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MrMark
Vonage Forum Senior
Vonage Forum Senior


Joined: Apr 06, 2004
Posts: 132

PostPosted: Wed May 17, 2006 8:25 pm    Post subject: Reply with quote Back to top

It seems kind of silly to have a Vonage forum that is not supported by Vonage...kind of like phone support that doesn't work, in a way...

I really like the Vonage concept...I hope they will not allow support issues to destroy them. It seems particularly ironic that they would allow the voice quality of their tech support lines to be an issue.
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Steve48
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Aug 30, 2005
Posts: 4777

PostPosted: Wed May 17, 2006 10:24 pm    Post subject: Reply with quote Back to top

Keep in mind that if Vonage sponsored this activity it could also regulate the message traffic. As it is, we can help people and tell it like it is. If that involves either lauding or criticizing Vonage, then we do it and let the chips fall where they may.

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Steve Gray
Orlando, FL
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VonageTPA
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Joined: Jul 11, 2005
Posts: 1715
Location: Florida (usually)

PostPosted: Thu May 18, 2006 12:56 am    Post subject: Reply with quote Back to top

When I first signed up for Vonage (about a year ago), they had terrible music-on-hold quality. Now that seems to be fixed, but there's a nasty echo regardless of if you're calling them on a land line or Vonage line. Not entirely sure where the problem is (other than on their end)... and yes, it is a poor show on their part. I don't deal with the India call centers, but am having this problem to their NJ call center.

_________________
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Vonage: Linksys RTP300
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Total calls since Jul 24, 2005: 4,794 calls
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MrMark
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Joined: Apr 06, 2004
Posts: 132

PostPosted: Thu May 18, 2006 10:04 am    Post subject: Reply with quote Back to top

I have to say that on the few occasions when I was able to connect directly with the NJ call center, the call quality was outstanding. If it could be that good for the overseas connections, there might even be possible to carry on a meaningful conversation, even with the thick accents.

It's just that most of my support calls start in India, then get transferred to NJ. At that point, we get double the delay time, double the noise, and really long echos.

And the music on hold is *very* irritating as is cuts in and out, hissing and sputtering all the while. I have to wonder if anyone of importance at Vonage has ever heard just how bad it sounds.
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