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saldelmund
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Joined: Aug 03, 2006
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PostPosted: Thu Aug 03, 2006 11:23 am    Post subject: Has my phone been hacked? Fake 911 calls! Reply with quote Back to top

So my mother received a rude awakening at 4am this morning.

Police officers banging on her front door.

They told her that a 911 call had been made from her telephone number and that they had to check the house... She let them in, they checked out the whole house and left.

She had made no call to 911, and her Vonage phone log confirmed this. However the police gave her the correct phone number from her Vonage phone that they were responding to.

Is it possible that someone has somehow hacked into her phone and is able to place calls from it? Is this a glitch on Vonages end? If so, how often will it happen and what kind of compensation are we entitled to?

This is unacceptable.

Anyone with a similar experience?
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mundy5
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PostPosted: Thu Aug 03, 2006 11:36 am    Post subject: Reply with quote Back to top

Unfortunately, what has happened is that someone was able to alter their caller id information to mimic your mother's phone number. This is not a very difficult task for someone with good computer skills to do. I doubt that this is a problem with Vonage though it never hurts to give them a call and let them know that this was indeed done.

You might consider asking for a police report in writing so that you can show them (vonage) the disparity between the police report and your Vonage call logs. This will certainly give Vonage something to mull over.

Likewise, I would give the call log or have Vonage send the police a call log to demonstrate that it was indeed a call from elsewhere that mimiced your mother's caller id. By the way, I beieve that the police can call their phone company and actually trace the call.

Hope this gives you some explanation for this horrible prank at your mother's expense. Sometimes I wonder if these people simply have nothing better to do with their lives...

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EzCo
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Joined: Jul 21, 2005
Posts: 533
Location: Southeastern PA

PostPosted: Thu Aug 03, 2006 1:22 pm    Post subject: Re: Has my phone been hacked? Fake 911 calls! Reply with quote Back to top

saldelmund wrote:

Is it possible that someone has somehow hacked into her phone and is able to place calls from it?


No, if that was the case, you'd see it in the call log. Mundy5's got you on the right track.

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saldelmund
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PostPosted: Thu Aug 03, 2006 1:29 pm    Post subject: Reply with quote Back to top

Thanks guys, I reported the problem to Vonage and asked the police if they needed a copy of her call log but they said if they did they'd get it from Vonage... so I guess she's in the clear for now, I just hope it doesn't happen again, it's not like it would be easy for her to get a new number, she has that one on her business cards and everything.
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alih1l
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Joined: Jul 24, 2006
Posts: 20

PostPosted: Thu Aug 03, 2006 7:18 pm    Post subject: Reply with quote Back to top

I've got a friend who's callerid shows up different, even different area codes, every time she calls out. (I've already told her to call CS on this one LOL)

Maybe the same thing is happening to someone else, and they just don't realise it.
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saldelmund
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PostPosted: Wed Sep 20, 2006 11:14 am    Post subject: Reply with quote Back to top

Sorry I never posted a resolution to this at the time, but everyone here should know that Vonage claimed responsibility for what happened. They linked my moms address by accident to someone elses account... who apparently dialed 911 by accident while trying to call a certain area code in India.

They apologized, gave us a month free of service (not really satisfactory to me but my mom was fine with it) and sent us a letter stating it was a fluke, and could not possibly every happen again.


...


Fast forward to last night, September 19th, 1.5 months later.

Police respond to a 911 hang-up at my moms address. No one answers the door. The police break into the rear window of the house, and do a sweep... No one is home. A few minutes later my sister comes home to find 3 cop cars, and an ambulance in front of our house and 6 cops standing outside the front door. Mind you my mother is type 1 diabetic and has been having blood sugar issues lately. No one will tell my sister what is going on or let her in the house, she becomes completely unguled and nearly has a heart attack. Finally my mother arrives and she explains what happened with Vonage last time. The Police are very sympathetic and apologetic.

Now OBVIOUSLY I am CANCELLING my mothers Vonage service, ASAP... but this is not enough... even if they refund the entire subscription we've payed over the last year and a half, this is not enough. I am completely livid right now and am not sure where I should go with this. I'm going to call them this morning, but it seems like I should get a lawyer first.
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mwmcclure
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Joined: Mar 07, 2005
Posts: 80
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PostPosted: Fri Sep 22, 2006 3:01 pm    Post subject: Reply with quote Back to top

saldelmund wrote:
Sorry I never posted a resolution to this at the time, but everyone here should know that Vonage claimed responsibility for what happened. They linked my moms address by accident to someone elses account... who apparently dialed 911 by accident while trying to call a certain area code in India.

<snip>

Now OBVIOUSLY I am CANCELLING my mothers Vonage service, ASAP... but this is not enough... even if they refund the entire subscription we've payed over the last year and a half, this is not enough. I am completely livid right now and am not sure where I should go with this. I'm going to call them this morning, but it seems like I should get a lawyer first.



Other registering a final form of complaint what good will canceling her phone service do? The other user's account will still have your Mom's address assigned to it and the cops will still come when they dial 911.

Just get them to fix it and leave the lawyers out of it. People make mistakes and sometimes they don't do a good job of fixing them.

Have you considered contacting the 911 supervisor and making him/her aware of the issue. At the very least, they can flag the number in the computer and the very best they'll contact Vonage and demand a correction.

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chinka01
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Joined: Sep 14, 2006
Posts: 33

PostPosted: Fri Sep 22, 2006 5:10 pm    Post subject: Reply with quote Back to top

The first thing you need to do is calm down. I understand that your mom was scared out of her wits but bringing lawyers and such into it will only draw the entire scenario out for months if not longer....Just cancel your moms service and demand a refund of THAT months and any other months fee that this has happened. I can garauntee you that Vonage won't refund your moms FULL subscription amount if this issue has happened, but once or twice from seeing your other post as well as this one...The BEST you can hope for is a partial refund...I'd take it and be happy that your mom won't have to go thru this type of scare anymore...what means more to you? Your mom's happiness and piece of mind or getting your money back because of an Obvious mistake that can easily be remedied...And I mean no disrespect to you or your mom, just trying to help you figure out your choices..... Smile
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EzCo
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Joined: Jul 21, 2005
Posts: 533
Location: Southeastern PA

PostPosted: Fri Sep 22, 2006 5:14 pm    Post subject: Reply with quote Back to top

mwmcclure wrote:


Other registering a final form of complaint what good will canceling her phone service do? The other user's account will still have your Mom's address assigned to it and the cops will still come when they dial 911.

Just get them to fix it and leave the lawyers out of it. People make mistakes and sometimes they don't do a good job of fixing them.

Have you considered contacting the 911 supervisor and making him/her aware of the issue. At the very least, they can flag the number in the computer and the very best they'll contact Vonage and demand a correction.


MWMCCLURE is right about this. You can go ahead and cancel if you want, but Vonage still has your Mom's address associated with someone else's number. You need to make sure that is taken care of ASAP or you'll continue to have the issue - cancel or no.

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saldelmund
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PostPosted: Fri Sep 22, 2006 6:28 pm    Post subject: Reply with quote Back to top

mwmcclure wrote:
Other registering a final form of complaint what good will canceling her phone service do? The other user's account will still have your Mom's address assigned to it and the cops will still come when they dial 911.

Just get them to fix it and leave the lawyers out of it. People make mistakes and sometimes they don't do a good job of fixing them.

Have you considered contacting the 911 supervisor and making him/her aware of the issue. At the very least, they can flag the number in the computer and the very best they'll contact Vonage and demand a correction.


You are right, which is why I have expressed this very concern with Vonage VP of Customer Care Brian DiGeorgio... Getting the subscription cancelled is the least of my worries.

One thing I certainly don't want to do is have the Local Police department make a note of this... because now when my mom actually DOES have a problem and dials 911, instead of coming to her aid, the police will call Vonage and tell them to get their **** together.

This isn't just a mistake, this is a SERIOUS problem that all Vonage customers should be aware of. A simple database error which links an address in one account, incorrectly to another? Sure it would suck to get the cops when you don't want them, but what happens when you dial 911 because you are being raped or whatever and the police come to my moms house instead?
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