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braintoast
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PostPosted: Tue Jun 13, 2006 11:38 pm    Post subject: New fax number issued already owned by non-vonage person Reply with quote Back to top

I have a ticket in regarding this issue, but wanted to see if anyone else has had any similar problem.

I've had a single Vonage line for a long time. I added a dedicated fax line last week and am able to place calls and send faxes from the new number. I wasn't receiving faxes, so I decided to test the incoming line.

If I call my new fax number from my Vonage voice line, it rings at my fax machine. If I dial my new fax number from a non-vonage phone, I ring through to someone's voice line (not a Vonage customer). I confirmed with this person that the number at which I reached them matched what Vonage assigned to my fax line. Weird.

Like I said, there's a ticket in on this as of about an hour ago, but I'd like to know if anyone has had anything like this happen before.
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outerfire
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PostPosted: Wed Jun 14, 2006 1:05 am    Post subject: Reply with quote Back to top

I've seen it pop up a couple times on the forums. Here's an older thread I could find quickly, but seems to me there was another instance about 6 weeks ago.

http://www.vonage-forum.com/sutra55318.html#55318
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genericadm
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PostPosted: Wed Jun 14, 2006 1:17 am    Post subject: Reply with quote Back to top

I can only speculate as to why Vonage assigned you a line that's also assigned to someone else. Perhaps they had a bad list of available/unassigned numbers and this one obviously wasn't available. Or, maybe it got assigned simultaneously. No matter, I'm going to guess the way they fix this is to assign you a new fax #.

I can tell you that the reason the call rings through to your fax line when you call from a Vonage line is because the call is being routed through Vonage's LNP (local number portability) call routing system and Vonage's system puts the call through to your fax #. But, when you call from another non-Vonage line, the call is routed through another LNP call routing system and that system connects the call to whoever it shows is assigned the number, the person you're reaching.

I hope this helped.
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braintoast
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PostPosted: Wed Jun 14, 2006 12:33 pm    Post subject: Reply with quote Back to top

Ahhh...that makes sense. I'll be curious to see what happens. I'd imagine I'll get a different fax # and be on my way. I'll post back when we get a solution.
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ram1220
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PostPosted: Wed Jun 14, 2006 11:24 pm    Post subject: Reply with quote Back to top

Just watch your bill because Vonage might try and charge you $9.99 for the new number. I signed up for service about a month and a half ago and Vonage issued me a telephone number that had already been issued to another customer. I called to get it fixed and this is when I found out about the "no help desk" in India. The guy would not deviate from his script and kept telling me over and over that I didn't have a problem because I could make calls. I told him I couldn't receive calls because the number given to me rang the phone of an already established customer. He kept saying, but you can make calls so your service works. I then called New Jersey and told them I was going to cancel right then and there. The guy in Jersey was very helpful and he assigned me a new phone number. However when he did I was charged another $9.99 for a new number. I finally got through to the help desk drones about 2 weeks ago that I was due a refund for $9.99. So watch you bill.

Bob
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rphman
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PostPosted: Sat Jun 17, 2006 9:26 pm    Post subject: Reply with quote Back to top

This same thing happened to just a couple of days ago!!! Signed up online with a router from Staples. Hooked everything up worked great! Mad a couple calls sounded good! THen called my virtual number with my cell phone and got someone else!! First call good right through to India argued for 10 minutes as he tried to sell me another line!!! Called back got India again and a female she played around for 10 minutes and sent me to NJ. THey had to issue me a new virtual number and gave me credits up front so now I just have to remember to cancel this second number after my primary ports. So far service is good! BUT customer service ****!!! I was on the phone with NJ for almost 2 hours!!!!!
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braintoast
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PostPosted: Sun Jun 18, 2006 12:03 am    Post subject: resolved Reply with quote Back to top

It took 4 calls to tier 1 supprt in India to get transferred to the next level in Jersey. 15 minutes later, I was assigned a new number had it tested and everything works fine.

It turns out the number I was originally issued was an old Vonage customer that ported to another Voip provider. The old number was simply put back into the pool of available numbers at Vonage rather than removed from their database. A simple mistake. Even though it took a few days to get it cleared up, it's all fine now.

btw - The system they use to provision new numbers sends a message automatically saying that I've been charged for a new line. Just a bit of automation. I was assured by the CSR that took care of me that I wouldn't actually be charged. I wasn't.
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tot44199
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PostPosted: Sun Jun 18, 2006 2:28 pm    Post subject: Reply with quote Back to top

Vonage is obtaining the DIDs (Direct inward Dial Numbers) from Focal Communications who is notorious for reselling DIDs that have already been placed in service. File an online form 475 with the FCC (http://svartifoss2.fcc.gov/cib/fcc475.cfm) and maybe Focal will get its acts together. You can check to see if the number was actually a focal number by going to http://www.telcodata.us/telcodata/telco and typing in the area code and exchange code. I switched Voip providers twice after having numbers resold out after they were in service for months, before I found out that it was Focal Communications not the Voip provider that was the problem, and half the Voip providers are using Focal.
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