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carhartt
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Joined: Jun 22, 2005
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PostPosted: Mon May 29, 2006 9:52 am    Post subject: Reply with quote Back to top

xnewuser wrote:
Web access to voice mail is STILL not working today. I called again and got the same response... it is a "known issue" and their engineers are working on it. (I guess their engineers are taking the holiday weekend off.)


VM isn't working at all for me here - it forwards to my cell phone. Been happening since last Friday.
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cassavau
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Joined: May 26, 2006
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PostPosted: Tue May 30, 2006 1:52 pm    Post subject: STill out Reply with quote Back to top

My lovely wife called Vonage this morning regarding the web access to voice mail.

After breaking through the language barrier (as others have noted), she was told it would be fixed in 24 hours. She was not told that this was a known issue or that it was happening to anyone else.

We remain, however, very happy with Vonage overall.

C
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xnewuser
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Joined: Apr 30, 2006
Posts: 152
Location: Centennial, Colorado

PostPosted: Tue May 30, 2006 4:07 pm    Post subject: Reply with quote Back to top

Okay... it's been almost a week since I noticed the problem, maybe longer from when it actually started. How do you get through to someone to get something besides "it's a known problem." It would be nice to get an honest response.
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xnewuser
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Joined: Apr 30, 2006
Posts: 152
Location: Centennial, Colorado

PostPosted: Tue May 30, 2006 6:05 pm    Post subject: Reply with quote Back to top

Re: No web access to voice mail

As an excuse to put off doing some yard work, I sat down to call technical support on this issue again. Since each time I called before I was told that it was a "known issue" and would be resolved in a few hours. Since I wanted to be referred to a higher level of technical support, I was prepared to wait on hold for quite a while.

Actually, it didn't take that long (darn, back to yard work). However, I did insist on speaking to the next level of support why, apparently, has access to more information and bulletins than the first level of support. I was told (i) they have been working on the issue for the past six days, and (ii) they project that it will be resolved by June 2.

He seemed to be sincere in taking my information to make sure it was included and "escalated" to the people working on the issue. He even took the time to search through for memos and bulletins on the issue to let me know any information he could find.

Both reps were very considerate although I don't think that the first level person really wanted to refer me to the next level. The system still isn't working but, all-in-all, an okay exchange with technical support.
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ptut
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Joined: May 27, 2006
Posts: 6

PostPosted: Tue May 30, 2006 8:44 pm    Post subject: Reply with quote Back to top

Thanks for all who kept this issuie alive. I have given up on trying to speak to tech support. I was promised a call back but hasn't happened yet... I have sent several emails to

customerservice@vonage.com

not sure if this is the correct email. I only get a stupid automated
reply email, and never hear back from anyone.

I can only hope there is never a major outage....
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xnewuser
Vonage Forum Master
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Joined: Apr 30, 2006
Posts: 152
Location: Centennial, Colorado

PostPosted: Wed May 31, 2006 7:57 am    Post subject: Reply with quote Back to top

xnewuser wrote:
... and (ii) they project that it will be resolved by June 2.


Wow! Unlike their IPO, here's a projection they actually beat!

This morning my web access to voice mail is finally working again.
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carhartt
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Joined: Jun 22, 2005
Posts: 7
Location: Highland, IL

PostPosted: Wed May 31, 2006 8:05 am    Post subject: Reply with quote Back to top

xnewuser wrote:
xnewuser wrote:
... and (ii) they project that it will be resolved by June 2.


Wow! Unlike their IPO, here's a projection they actually beat!

This morning my web access to voice mail is finally working again.


Mine worked for the day on Monday - however, today I called to leave myself a message and it rang my cell. Hope it gets fixed soon.
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MrMark
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Joined: Apr 06, 2004
Posts: 132

PostPosted: Wed May 31, 2006 8:37 am    Post subject: Reply with quote Back to top

For what it's worth, mine has been down for a number of days, and remains down this morning.

I have four Vonage lines, and interestingly, it works on three lines, but not on the fourth one.

Does anyone know...is there a working support e-mail address? I would rather do almost anything rather than get into the telephone tech support run-around.
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ptut
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PostPosted: Wed May 31, 2006 7:37 pm    Post subject: Reply with quote Back to top

I finally received an email from Vonage (service@vonage.com) stating the problem has been fixed.

I just tried it and it doesn't freaken work.

i don't know what's worse, the actual problem or their customer friendly approach.....
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