"The number is not in service I100" - Yes, it is!

Posts: 5 · New Forum Member Joined: Jun 20, 2006 Posts: 5

Internet is Comcast Cable modem
Router is Linksys RTP300
Phones are a Uniden 5.8GHz dual handset system

Ok - I've had Vonage for a while and works great. No problems at all. Till now.

I live in Philadeplhia (215 area code), my Mom lives in Denver (303 Area code)

My mom also had Vonage, but she could never get the Tivo to work with it. Having no luck with either Tivo or Vonage tech support - she canceled and got her Quest landline back.

Now, I can't call her from my Vonage phone. It says "The number is not in service I100". But - It's not disconnected. It works just fine with a cell phone, the upstairs' apartment phone (Verizon) and it works with an ATT calling card on the Vonage phone.

I can call all other numbers just fine, including other numbers in the 303 and 719 area codes (both Colorado)

- Yes, I've rebooted the router and cable modem cold. - Yes, I am dialing it right. I've tried 1-303-xxx-xxxx and just 303-xxx-xxxx. No, I am not using a memory dial or anything like that.

Here's what I think happened: I think Vonage Blacklisted that number so that other Vonage customers can't call somebody who canceled. Am I right?

Posts: 1123 · Vonage Forum **MVM** Joined: May 26, 2005 Posts: 1123

No, I don't think you're right. I think it's a simple database issue. I seem to recall this happening recently. A call to customer service could clear it up. Guys, any thoughts?

Posts: 174 · Vonage Forum Master Joined: Jun 12, 2006 Posts: 174

Well, it is not quite as sinister as Vonage having black listed the number, but it is Vonage's problem --

In all likelihood, Vonage has not cleared the number out of THEIR routing system, so when a Vonage user calls that number, it never looks to the outside world, Vonage looks at its own routing system first, sees that number is a disconnected Vonage number, and returns the message you mention.

On the other hand, if any non Vonage phone calls that same number, they are obviously not routing through Vonage, and the call goes through.

The fix is to contact Vonage and let them know that they need to clear that number out of their systems.

Posts: 5 · New Forum Member Joined: Jun 20, 2006 Posts: 5

navydavy2001 wrote:

A call to customer service could clear it up.

This confused a couple of support people very much. They said that they "would mail me something in about a week" - whatever that something is, I don't know - I couldn't understand them very well.

EDIT:

rgnok wrote:

The fix is to contact Vonage and let them know that they need to clear that number out of their systems.

Think I should call them again?

Posts: 174 · Vonage Forum Master Joined: Jun 12, 2006 Posts: 174

navydavy2001,

We must have been posting at the same time -- yes, I believe you are right.

Posts: 174 · Vonage Forum Master Joined: Jun 12, 2006 Posts: 174

Jenny,

Yes, call them again. This is a pretty simple problem, and one they should be able to deal with; I've not experienced horrible customer service with Vonage first hand, but certainly heard stories, so it might take multiple calls, but hang in there!

Also, if you search in this forum, you can find some alternative numbers for customer service -- you might look for some of those if you try a couple of times with no luck!

Roger

Posts: 4777 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4777

Jenny, I agree with all you've been told. It's not sinister, just stupid. This issue has arisen several times.

I think that 888 250 1799 gets you directly to tier 2 support. Try that.

Posts: 5 · New Forum Member Joined: Jun 20, 2006 Posts: 5

Steve48 wrote:

Jenny, I agree with all you've been told. It's not sinister, just stupid. This issue has arisen several times.

I think that 888 250 1799 gets you directly to tier 2 support. Try that.

Thanks so much, I am on hold now (3-5 minutes est wait!!)

Posts: 4777 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4777

Good luck. Let us know how it turns out.

Posts: 5 · New Forum Member Joined: Jun 20, 2006 Posts: 5

Well, Vonage said that they can't do anything about it without my mother's information/address/account number/Credit card number/expiration date. Even though she is canceled. Geez!

So I called my ma, and told her what's going on. She is going to call up Vonage and see if she can get this straightend out.