Contact info, support info - Thank you

Posts: 13 · Vonage Forum Associate Joined: May 19, 2006 Posts: 13

Thought I would post what I have after some issues like customer service, dropped calles, no phones, over charged etc.
I appreciate those that have offered help with the issues in this forum and Vonage.

http://myspeed.visualware.com - to test your speed

Maulik Mehta - he kinda helped with accounts and line trouble
Executive Response Team
Vonage | 23 Main Street | Holmdel, NJ 07733
t: 888.580.4020
e: Maulik.Mehta@vonage.com
w: www.vonage.com

Bill Gabay - dropped the problem and didn't hear back
Customer Care Team Lead
Vonage CANADA | 301-2660 Matheson Blvd. East | Mississauga, ON
t: 1.877.272.0528
f: 416.907.6101
e: bill.gabay@vonage.com

Raymond Cabrera - oh you have no phone - you call me I am in the office..?? - please give me strength
Customer Care Associate
Vonage CANADA | 2660 Matheson Boul. East
Suite 301| Mississauga, ON L4W 5M2
t: 1-877-272-0528
e: rcabrera@vonage.com

Bill Rainey - President
Darrin Lamont - Vice-President, Sales and Customer Operations
2660 Matheson Boulevard East
Suite 301
Mississauga, Ontario
L4W 5M2

Michael Tribolet President,- Vonage America Inc
Vonage
23 Main Street
Holmdel, NJ 07733

hope this helps someone

Posts: 293 · Vonage Forum Master Joined: Jan 22, 2006 Posts: 293

You've posted today and moaned and groaned about problems that you've asked no one here about.

Sorry, at this point no one here can do anything for you.

I guess the info is nice to have, but it is not very likely that we are the audience you so desperately seek.

Posts: 13 · Vonage Forum Associate Joined: May 19, 2006 Posts: 13

I would really like to keep my Vonage I am just frustrated at not getting help from them with my problems on my line. I am sorry if it came across as "moaning and groaning" I thought maybe someone else has had the same kind of problems and would be able to direct me to an answer or person that would be able to help. I have found out that there are 3 gateways and they can program the phone to use the best ones first and not be on a random gateway.

Posts: 293 · Vonage Forum Master Joined: Jan 22, 2006 Posts: 293

There are some very sharp posters on this forum. Perhaps we can still be of assistance.

First. Here's a sticky that puts gives some of the basic troubleshooting questions in one place.

http://www.vonage-forum.com/ftopic7191.html

I think there is more traffic in the main Vonage Forum rather than this Vonage Canada one. Responses may be faster over there.

Post the info from the sticky and you'll get some feedback from the very helpful posters here. As far as the gateways go, I know very little. I'd tend to think that we need to rule out ISP and setup issues before addressing the gateway issues anyway.

Let's see if we can get this thing fixed for you

Posts: 13 · Vonage Forum Associate Joined: May 19, 2006 Posts: 13

We have addressed, ISP, type of phone, computer, new router etc this truly has been going on since September. 2 weekends ago I had no phone from Thursday night till late Monday afternoon. Even yesterday while I was talking on the phone to Maulik from the executive team my phone not only dropped the line - I lost it for almost 2 hours. We then had to email back and forth, resetting, rebooting etc. Finally he arranged it to go through phone jack 2. Then for 5 hours I did a pingplotter and sent it to him. I work from home as a virtual assistant and I have lost money and a client over this. The frustrating part is they have the documentation but they keep dropping the ball in dealing with it. I have had 2 new routers - they charged me triple the amount and that took over 5 hours and 4 different people to get that figured out. I really do want it to work and I have never lost my cool with them and always work with them to try and figure it out.

Posts: 293 · Vonage Forum Master Joined: Jan 22, 2006 Posts: 293

yoyogi wrote:

We have addressed, ISP, type of phone, computer, new router etc this truly has been going on since September. 2 weekends ago I had no phone from Thursday night till late Monday afternoon. Even yesterday while I was talking on the phone to Maulik from the executive team my phone not only dropped the line - I lost it for almost 2 hours. We then had to email back and forth, resetting, rebooting etc. Finally he arranged it to go through phone jack 2. Then for 5 hours I did a pingplotter and sent it to him. I work from home as a virtual assistant and I have lost money and a client over this. The frustrating part is they have the documentation but they keep dropping the ball in dealing with it. I have had 2 new routers - they charged me triple the amount and that took over 5 hours and 4 different people to get that figured out. I really do want it to work and I have never lost my cool with them and always work with them to try and figure it out.

Oh, I just hadn't seen anything in your posting history. I didn't know what or how much troubleshooting you had done.

Posts: 13 · Vonage Forum Associate Joined: May 19, 2006 Posts: 13

It has been a very long and I must admit a learning process - oh yeah and a test of my patience! I just don't know what else to look at, try or anything. Vonage is frustrated because they don't know either. I am waiting for next week when the guy gets the pingplotter and sees if he can come up with something - otherwise I have to go with Shaw Phone. - I don't want to but it doesn't do me any good when people can't hear me well because of the lag or static on the line.

Posts: 508 · Posted: Sun May 21, 2006 1:50 pm Post subject:

the thing is, that most ppl using Vonage are not having these problems, so it can't be Vonage's fault.. if it was Vonage's fault, we'd all be having the same problems at the same time..

you still haven't given anyone here your Network Setup, ISP, ATA model #, your location, nothing..

it's almost always the fault of your ISP, or your network, or other equipment on your network, or your wiring, or a bad ATA, you said you've tried multiple ATA's, so that can likely be ruled out..

have you run any Voip speed tests? there's one on this site, http://www.vonage-forum.com/voip-speed-test.html as well as [url]www.testyourvoip.com [/url]..

run these tests, then post back what your results were, also list your ISP, your speed, your location, your type of setup in the house, whether you're setup with home wiring or just a single phone plugged into the ATA, etc..

Posts: 13 · Vonage Forum Associate Joined: May 19, 2006 Posts: 13

I have run many tests - through the router and with just Shaw Cable - the shaw cable ones are fine, the one through the router have problems. All of these were sent to Vonage. The latest test is the pingplotter. I have had one other person having problems like mine. Finally found out about a bad gateway problem. That is what is getting tried today. They see that the packs are getting dropped - they are just trying to figure out why.

Posts: 293 · Vonage Forum Master Joined: Jan 22, 2006 Posts: 293

yoyogi wrote:

I have run many tests - through the router and with just Shaw Cable - the shaw cable ones are fine, the one through the router have problems. All of these were sent to Vonage. The latest test is the pingplotter. I have had one other person having problems like mine. Finally found out about a bad gateway problem. That is what is getting tried today. They see that the packs are getting dropped - they are just trying to figure out why.

Look. You've had offers some offers here to help and we have yet to see any test results. I don't care what tests you've run. I've seen no results and the tests you say you have run are not the tests we've asked you to run. No one here can comment on any of these tests unless we see some of the results.

Now you've brought up a new interesting item. The tests though Shaw Cable are fine, the ones through the router have problems. dabones asked for your setup information. Vonage is not trouble-free. But for the most part, most users are free of trouble. It could be your adapter, network setup, router, and almost anything else.

IOW, if you want some help here in the forums, post what has been asked. Personally, I could care less what the pingplotter has to say at this point. I want to see QOS, upload, download, latency and packet loss.

Otherwise, to keep coming back to restate the same things is starting to make me think of one word. Troll Cool

(No offense intended)

So to say that many tests were run is fine, but if you want anyone here to be of assistance we need to know what the tests were and what the results were. Otherwise, more than just one of us would come across as having no idea what we were talking about.