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RickyTOR
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Posts: 18

PostPosted: Sun May 28, 2006 10:27 am    Post subject: Caller ID not showing names (only numbers) in incoming calls Reply with quote Back to top

Any other customer in the 416 647 area code not getting names in the call display (only phone numbers) in incoming calls?
Customer service tells me I am the only one in Toronto having that problem, and somehow I think I am not...
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hendre
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Joined: Aug 08, 2005
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PostPosted: Sun May 28, 2006 11:14 am    Post subject: Reply with quote Back to top

I phoned Vonage this morning and was put through to "Advanced Technical Support". They monitored my line and said that it was a registration error with the box and the server. So they created a work order for it to be fixed. Most tech guys there thinks that it's an OUTGOING issue, but I told them that it was an incoming caller ID issue.

It started happening once my Bell number was ported over. Seems like the error b/w the box and the server came from the fact that the box didn't realize the number changed and so kept using the old temp number as reference.

Now only to get on this issue of getting my listing back in the phone book uggh.
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RickyTOR
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Posts: 18

PostPosted: Sun May 28, 2006 11:20 am    Post subject: Reply with quote Back to top

How does it show in the website? Do you see the problem also represented in the logs there as well? Vonage kept telling me that the problem could be with the PAP2, but even if the PAP2 is not connected, when I get phone calls and go to my voicemail (as I am not connected to the network) still the name doesn't show in their records. So, in my case, I can say the problem is not with the box, the problem is somewhere in their system.
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hendre
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PostPosted: Sun May 28, 2006 11:25 am    Post subject: Reply with quote Back to top

Yeah I have the exact same situation as you, it shows on every call in the log, "No Caller ID available". It's not an error in the box, it's like a synchronization error with the server, ie. not a problem with the box, problem on the server not authenticating properly or something. I would call Vonage up and tell them explicitly that it's not a problem on your end but a system issue. I kept reiterating that on the phone and I got to advanced technical support. Make sure you keep telling them that it does not matter what kind of call you get, ie. cell, Voip to Voip or normal landline, CID does not show.

Then you'll probably be transfered to advanced tech support (level2 support). The tech will phone you back and he'll monitor the call on the server end and that's how he narrowed it down to a "registration error". He submitted a work order to the "engineers" to get it fixed within "24-48 hours".
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RickyTOR
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Posts: 18

PostPosted: Sun May 28, 2006 11:37 am    Post subject: Reply with quote Back to top

Good luck!
I have had the problem for a month now. I have talked several times with the T2 guys, and even with the Executive Customer Dep.
and so far they haven't done a thing.
Let me know if you have better luck.
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hendre
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PostPosted: Sun May 28, 2006 11:41 am    Post subject: Reply with quote Back to top

lol and here I thought I solved the problem ... they will be hearing from me very often after 48 hours =) until it gets fixed ... I think it has something to do with Bell and their transfer method ... I'm not sure but almost positive, I mean my 411 listing has been removed, where I requested it to be left and now this ... not impressed.
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RickyTOR
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Posts: 18

PostPosted: Sun May 28, 2006 11:54 am    Post subject: Reply with quote Back to top

;o)
I spent 8 hours on the phone with them on my day off...
I think by now they are immune to calls.
I just sent you a pvt. message, not sure if you got it
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hendre
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PostPosted: Sun Jun 04, 2006 4:48 pm    Post subject: Reply with quote Back to top

hey yeah didn't get ur pm Razz anyhow, phoned tech support for update, they admitted that it was a server error from canada to states ... and have no idea how long it's gonna take to fix ... aaaaaaahhhhhhhh

i also have a primus talkbroadband line and have had no problems, Vonage seems to be the biggest pain in my rear end right now
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