Extra leading 00 on incoming caller id

Posts: 2 · New Forum Member Joined: Jul 29, 2006 Posts: 2

Forgive me if I've missed a posting about this elsewhere but I have had a problem with my incoming caller ids since signing up to Vonage 10 days ago.

The problem I have is that my incoming caller display has 2 extra leading zeros for all numbers added ie 0121 555 1234 arrives as 000121 555 1234

This of course means match to phone book & caller return do not work. I've tried two different brands of phone with the same results.

Numbers in my call log on the website portal are in the correct format.

Vonage support have not resolved it after 5 days & was wondering if this is normal with the service in the UK ?

Wondered if anyone else has experienced this or know a work around?

Posts: 9 · New Forum Member Joined: Sep 15, 2005 Posts: 9

Yes, I have the same problem and have reported it. Just waiting for the solution now, while they find out what is causing it.

Posts: 37 · Vonage Forum Junior Joined: Jun 19, 2006 Posts: 37

I've got that problem too. It only started happening recently. I reported it a week ago. After several reboots of my router and telephone adapter, the support person said he'd need to refer it to higher level support. I haven't heard anything for over a week now. I'm reluctant to phone customer services again because I just haven't the time to explain it all again and go through the hoops.

Posts: 6 · New Forum Member Joined: Feb 27, 2006 Posts: 6

Yep, I have this problem too.

It seems to have occured over a similar timeframe. I initally thought it was caused by something that Vonage tech support had changed after a previous complaint for the phone ringing after I hung up.

Maybe it's to do with something else entirely.

Posts: 6 · New Forum Member Joined: Nov 03, 2005 Posts: 6

Ditto here - started 2 or 3 weeks ago.

Posts: 37 · Vonage Forum Junior Joined: Jun 19, 2006 Posts: 37

Just had this in an email from customer services:

"We understand from your mail that the caller id is displaying all
incoming numbers with an prefix 00.

Our engineers are aware of the issue and are working diligently to
resolve it as soon as possible. We apologize for any convenience that
this may have caused.

We post any systemic issues via the web account which can be accessed
at www.vonage.com. Once resolved the post will reflect an update."

It's a bit worrying that their engineers' diligent working is taking so long to fix it!

Posts: 7 · New Forum Member Joined: Jun 21, 2006 Posts: 7

I have also been in contact with Tech Support regarding the extra 00 prefix in Caller ID.
Is this happening to ALL UK Caller ID display's?

This first started happening around 19th July as my phone records all incoming Caller ID's and time stamps them.
Since contacting suport both via Phone and e-mail I have received the same " diligently working " reply.
Come on Vonage, admit it you Screwed UP somewhere and cannot bother to tell your customers that you did..
Where is the "Fallback" procedure which should be in place whenever any Software upgrades take place.
Someone in Customer support should be Kicking Arse to correct this situation.
Also What is the Point of having a "system Status" Box on the Web site which only gets filled in AFTER thge problem is Fixed????
Get a grip someone, and put the True system status on Display when there is a problem.

I have been a Vonage customer now for 5 weeks, and in general the service responce for Technical enquires has been Very AVERAGE/ POOR...

Posts: 67 · Full Forum Member Joined: Jul 14, 2005 Posts: 67

I had this problem too a couple of weeks back. I bought a linksys rtp312 from staples,signed up and was given a number that had previously been given to someone else who cancelled Vonage only 2 weeks earlier!!!! They changed it for free but won't let you choose from an available list. Anyway incoming calls were coming up 001xxxxxxxxx etc the next day it went to 0001xxxxxxxx then continued like this for 2 weeks, i spent a total of 3hrs 55 mins over two days trying to explain this problem. They said it was my phone,but I said we had tried 2 handsets and a stand alone caller id unit and it was still the same.they changed line from port 1 to 2 and it worked fine for a day then intermittently started showing 0001xxxxxxxx and 00001xxxxxxx. When they called me back to test it it looked like it was a Tunbridge wells number calling 01732xxxxxx,but it should've been US area code (1) 732. So much so I gave up on it and cancelled the account wihin the 30day period and returned the linksys to the store for a refund.

Problem is that not many Voip providers will design and impement their systems to total BT UK spec,there's too much americanisation of Voip. Instead of Vonage UK it should be Vonage UK(ish)....

Posts: 14 · Vonage Forum Associate Joined: Oct 17, 2005 Posts: 14

Thanks to those who have identified the problem with double zero suddenly appearing on the caller display.

We have identified the source of the problem and it is currently being repaired. we are in the process of finalising testing and we will let you know when complete.

Please post again if it re-appears.

regards

Kerry Ritz
Managing Director
Vonage UK

Posts: 2 · New Forum Member Joined: Jul 29, 2006 Posts: 2

Checked my incoming caller display this morning & the problem seems to have been resolved for me. Thanks to Vonage & the other forum posters for their help.