Out of Area Code problem

Posts: 1 · Posted: Wed Jun 21, 2006 5:01 am Post subject: Out of Area Code problem

Has anyone seen this problem?

I had been using Vonage for months without any problem then it started small - I couldn't call my middle daughter (413, I'm 603). I would get a dial tone, I dialed, and got no ring tone (or just 1 ring). When I look at the dashboard I see a 1 minute call. It was annoying.

Then the problem escalated. I couldn't call my 2 other daughters - both 508 area codes - or others with different area codes, 207 for example. 800 and 866 toll-free numbers are OK.

I reported it to Vonage several times:
1. Dutifully took the information but no response.
2. Weeks later. Same as #1
3. 6/12 reported yet again. was told they saw previous notes but no trouble ticket. Got to Advanced Technical Support who had me hang up and place a call while he monitored it. Got a trouble ticket number and was told the problem was escalated to engineering who usually responds within 48 hours.
4. 6/19 7 days had passed without response. I called again and after going through the polite but ineffective cutomer service rep was transfered to someone who seemed knowledgeable. He had me make a call and to wait for 3 minutes. After dialing I got 1 ring, dead air, and after about a minute a fast busy.

DL speed: 14.6 Mbps
UL speed: 369 Kbps
Quality of service: 35 %
Max/Ave DL pause: 47/8 ms
Min/Ave RTT to server: 23/48 ms
Jitter to/from server 3.4/8.2 ms
Pk loss to/fm 0%/0%
MOS 4.0

I'm about to cancel.

I've looked throughout this forum and havn't seem this problem discussed. has anyone seen it?

Posts: 66 · Full Forum Member Joined: May 09, 2006 Posts: 66

dead air... seems more of an Audio issue... ('cuz connection w/ both parties were able to get established, right?)

tried switching to PORT #2? maybe that port is just better than the other... ask a techSupp to do this for you..

after that, reboot the device, to force the change (and for faster effect)... after moving to possibly better port.. u might also be assigned to a much better vonage server... might might really work...

Posts: 1715 · Posted: Mon Jul 17, 2006 11:42 am Post subject:

I've never seen the port trick work, even 'though it seems to be a Vonage tech favorite. You're dealing with a call routing issue, and unfortunately the tech support techs that you can call aren't real good at troubleshooting it. Best bet is to keep calling and reference the ticket # and ask for advanced support... keep after them. Squeaky wheels do get oiled, but it's a most frustrating process.