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bosox18
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Posts: 18

PostPosted: Mon Jun 26, 2006 7:15 pm    Post subject: Reply with quote Back to top

Sounds like I'm a victim of the same thing. We can make and receive calls, itseems, but can't retrieve voice mail and can't log on to the web site.
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axeman
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Joined: Jun 26, 2006
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PostPosted: Mon Jun 26, 2006 7:22 pm    Post subject: update: telephony side seems to be OK now (web down though) Reply with quote Back to top

Hi again,

A quick update: The voice-mail delay now appears to have been fixed. It still seems a little variable, but definitely back in the appropriate range (only a few seconds at worst).

The web (user) interface is back down again, though:

404 Not Found
/vonage-web/public/login.htm was not found on this server.

But this is a definite improvement.

Take care,


- Al
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tWiZzLeR
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Joined: Mar 18, 2006
Posts: 17
Location: Ohio

PostPosted: Mon Jun 26, 2006 7:27 pm    Post subject: Reply with quote Back to top

Everything is back up and working again here in Ohio! Very Happy
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realsol
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PostPosted: Mon Jun 26, 2006 7:30 pm    Post subject: Reply with quote Back to top

Everythings seems like it is back up here in California including the web site.
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axeman
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PostPosted: Mon Jun 26, 2006 7:49 pm    Post subject: yep, it all looks good here too (web up as well) Reply with quote Back to top

Hi again,

The web is back up now as well. Looks like everything is now back to normal.

Would love to know how to actually report a legitimate problem in the future, though. Any advice?

Take care,


- Al
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medstudent
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Joined: Jun 26, 2006
Posts: 25

PostPosted: Mon Jun 26, 2006 7:59 pm    Post subject: Reply with quote Back to top

just called my Vonage # that is in dubai.... good news ITS WORKING AGAIN, bad news I got a upset fiance with me for waking her up at 5am
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PWS
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PostPosted: Mon Jun 26, 2006 8:33 pm    Post subject: Re: yep, it all looks good here too (web up as well) Reply with quote Back to top

axeman wrote:
Hi again,

The web is back up now as well. Looks like everything is now back to normal.

Would love to know how to actually report a legitimate problem in the future, though. Any advice?

Take care,


- Al

All is working here in Wisconsin - received a call at 7:41 CDT.

I would think a notice of network status on the home page (as that seemed to work throughout) would be prudent, as well as your suggestion of a means to report a problem over the web.
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axeman
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PostPosted: Mon Jun 26, 2006 9:12 pm    Post subject: Re: yep, it all looks good here too (web up as well) Reply with quote Back to top

PWS wrote:

All is working here in Wisconsin - received a call at 7:41 CDT.

I would think a notice of network status on the home page (as that seemed to work throughout) would be prudent, as well as your suggestion of a means to report a problem over the web.


Hi again,

Glad to hear that you're back as well--in addition to everyone else (seemingly). I like the idea of network status on the home page, but wonder if Vonage would feel insecure about exposing these types of problems to the general public. To be honest, I would have expected information of this type to appear in the "Service Announcements" section of the Dashboard, but all that ever appeared was an announcement about sales tax (today).

I agree that it would be nice to be able to open trouble tickets on the web--but my original point was really about the frustration about not being able to get the support folks to acknowledge (or possibly even understand) that they had a network issue in the first place. It seems as though they're only set up to handle incoming calls for issues with users and/or their particular CPE (TA, cable modem, etc.) equipment--and only read from scripts that apply to this category of issues. The ability to report legitimate network-side issues to people that understand them (and won't force users down the path of time-wasting, irrelevant CPE-side scripts) would be a tremendous help. In fact, it should be a given. (No wonder I see so much bad press about their customer support the way it currently exists.)

Hopefully Vonage will come around on this--and quickly.

Take care,


- Al
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medstudent
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Posts: 25

PostPosted: Mon Jun 26, 2006 9:23 pm    Post subject: Reply with quote Back to top

it now went to one ring and str8 to voicemail, i wonder does anyone know if there is a reset button on the linksys pap2 adapter?
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otaku
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Joined: Feb 02, 2005
Posts: 318
Location: Orlando, FL

PostPosted: Mon Jun 26, 2006 9:42 pm    Post subject: Re: yep, it all looks good here too (web up as well) Reply with quote Back to top

axeman wrote:

I agree that it would be nice to be able to open trouble tickets on the web--but my original point was really about the frustration about not being able to get the support folks to acknowledge (or possibly even understand) that they had a network issue in the first place. It seems as though they're only set up to handle incoming calls for issues with users and/or their particular CPE (TA, cable modem, etc.) equipment--and only read from scripts that apply to this category of issues. The ability to report legitimate network-side issues to people that understand them (and won't force users down the path of time-wasting, irrelevant CPE-side scripts) would be a tremendous help. In fact, it should be a given. (No wonder I see so much bad press about their customer support the way it currently exists.)


Today, due to similar network problems, I had a similar experience with my cable company. I did not know Level3 was having connectivity issues, and I called my cable company to complain. Though I had valid traceroutes that were showing a severe lack of connectivty immediately after leaving Level3, I was told either a) my computer's configuration was incorrect or b) my cable modem wasn't operating correctly. The tech wanted to transfer me to my ISP (EarthLink) because he was convinced it was my computer's configuration. I told him I knew that wasn't it and that I wanted to talk to a higher up tech. He put me on hold and transferred me to EarthLink.

Anyway, I called back, got a supervisor, and explained the same situation to him. At least he gave me his e-mail address and I sent my traceroutes in. By the time the cable company responded, they said all connectivity was fine and, indeed, by that time most of the problems had cleared up.

But it surprised me that nobody there was aware that one of their main service providers was having a hard time of it. They should have known what was going on, just as Vonage should have known.

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