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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage Forum Archive
Poll

Have you had voicemail problems from 9-20 to 9-22?
Yes
60%
 60%  [ 3 ]
No
40%
 40%  [ 2 ]
Total Votes : 5

Author Message
DKB
Vonage Forum Junior
Vonage Forum Junior


Joined: Sep 05, 2006
Posts: 28

PostPosted: Thu Sep 21, 2006 7:17 pm    Post subject: Voicemail Problem (confirmation?) Reply with quote Back to top

Think it's fixed, but I opened a ticket and asked for a two-day credit (<$2 but why not right).

=== Here's the ticket I opened some data randomized====
Description of Problem:
When I called my home from my office, my voice-mail did not pick up. My System-Not-Available number did not pick up either. I verified that the number forwarded to by System-Not-Available was functioning (with it's own voice-mail working). We also verified that Network connectivity was good to my Motorola device. But when I called my number I didn't get my Vonage voice-mail or my System-Not-Available forward's voice-mail. I just got nothing after the 4-5th ring (no sound, system went blank).

I called tech support from 6:15-6:35 and talked to John Doe. His research indicated that the Motorola VT2442 was functioning and on the network. He was also able to find a known issue with the Vonage voice-mail server. He said it had been down since last night (9-20) and it should be back up by tomorrow afternoon (9-22). The two calls that did not connect to voice-mail were 1813710128 and 1813710256. After taking to tech support I attempted two more calls 1813710512 and 1813711024, both of those seemed to go to Vonage voice-mail as I would expect.

Since the system was verifiably down for one day and is expected to be off-and-on for the next day, I would like to request a 2 day credit ($1-2 by my reckoning).
===========


Last edited by DKB on Fri Sep 22, 2006 5:31 am; edited 3 times in total
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xcrunxc
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Aug 04, 2006
Posts: 414
Location: New Jersey

PostPosted: Thu Sep 21, 2006 8:05 pm    Post subject: Reply with quote Back to top

Did you talk to someone in the US or just the first level tech in India? My voicemail is working fine and I asked my friend who works for Vonage and was told that there was no known issue with voicemail that he was aware of. The techs in India will tell you pretty much anything and are generally useless, unless this was told to you by a tech in the US, I wouldn't be sure it was true. There was an issue where voicemail boxes were not being created with new accounts that is scheduled to be fixed tomorrow I believe, unless the tech got confused with this issue I am not sure what known issue he was talking about.
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DKB
Vonage Forum Junior
Vonage Forum Junior


Joined: Sep 05, 2006
Posts: 28

PostPosted: Thu Sep 21, 2006 11:23 pm    Post subject: India.. Reply with quote Back to top

India is where I ended up. I did try to get back to the states, perhaps I didn't know the right catch phrase. Do you have any suggestions on what key words to use?

Here's what I did
1) Vonage 800 line...
2) Navigate to "help with voicemail" or something like that

CSR1 [American]: How may I help you?
Me: Having trouble with voicemail, but I'd like to know whats wrong before you reset it or anything like that.
CSR1: Uhhh... Yeah... hold on...
CSR2 [Indian]: Hello, my name is John, how may I help you today?
Me: Uhhh... Yeah... Having trouble with voicemail, but I'd like to know what's wrong before you reset it or anything like that.
John: Sure, no problem, let me get your account number ...
Me: [Provide all necessary info to John]
John: Ok... looks like voicemail is enabled correctly, ahh found it. There is a System-Not-Available number enabled on this account. It must be forwarding to that because of a problem with your ISP.
Me: Ohh... cool... let me try that out [call System-Not-Available number directly on second line]
Me: Uhh... John, don't think that's it. When I call the System-Not-Available number directly, I get my cell phone's voicemail (as expected). I don't think it's ever getting to the point where if forwards to the System-Not-Available number.
John: Ok... Looks like the your network is connected and working... Let me check something.
Me: [on hold]
John: Yeah, the server is down
Me: What!?!
John: The voicemail server is down, should be up tomorrow.
Me: Uhh... OK... When did it go down? What region is effected? Do you have a ticket number I can track to see when it's repaired? Can I get an account credit?
John: It's been down since yesterday. It's the Vonage voicemail server, everyone is effected. We don't open tickets on internal problems. You'll need to talk to billing for a credit.
Me: Hmm... Alright, thanks John>
John: Can I interest you in a second line, or 800 number.
Me: Nope... I'm ok John... Thanks.
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xcrunxc
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Aug 04, 2006
Posts: 414
Location: New Jersey

PostPosted: Thu Sep 21, 2006 11:30 pm    Post subject: Reply with quote Back to top

Hmmm.. My friend is going to check tomorrow to make sure, but he's pretty sure there are no voicemail outage known issues. As for getting to the US, just ask to be transfered to Advanced Tech Support and don't take no for an answer, that should put you in the US.
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DKB
Vonage Forum Junior
Vonage Forum Junior


Joined: Sep 05, 2006
Posts: 28

PostPosted: Thu Sep 21, 2006 11:40 pm    Post subject: Changed Topic Reply with quote Back to top

I'm feeling duped... The optimist in me says that he was just confused and refering to the wrong issue, but I suspect he was just trying to get me off the line.

Ohh well...
{
customer_satisfaction_rating += -1;
}

Chagend the topic from "Voicemail Problem (be aware)" to "TechSupport Problem (I suspect a deception)". I don't want everyone thinking a voicemail server is down if it's not.

[Sept 22 5:30 CST edits]
Well looks like I'm getting some confirmation... changing topic back to "Voicemail Problem (confirmation?)", also adding a Poll


Last edited by DKB on Fri Sep 22, 2006 5:29 am; edited 1 time in total
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gravy
New Forum Member
New Forum Member


Joined: Sep 22, 2006
Posts: 2

PostPosted: Fri Sep 22, 2006 1:42 am    Post subject: Reply with quote Back to top

I am in the same boat. Voicemail will either not pick up at all or it will pick up 10-20 seconds after it stops ringing which is very confusing to the caller. Tech support said it would be 24 hours to fix.

I'm on day 2 of the 30 day trial. If they can't address this in the next couple of days it will definately be a deal breaker...
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canibus23
Vonage Forum Junior
Vonage Forum Junior


Joined: Sep 14, 2006
Posts: 34

PostPosted: Fri Sep 22, 2006 11:05 am    Post subject: voicemail Reply with quote Back to top

Ya there is a voicemail issue right now. I heard it started yesterday, but it could have affected people before than. Not sure when it will be resolve
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gravy
New Forum Member
New Forum Member


Joined: Sep 22, 2006
Posts: 2

PostPosted: Fri Sep 22, 2006 12:30 pm    Post subject: Reply with quote Back to top

It still doesn't work for me. Voicemail will not pick at all.

I'm sure glad I didn't transfer my primary home number.
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DKB
Vonage Forum Junior
Vonage Forum Junior


Joined: Sep 05, 2006
Posts: 28

PostPosted: Fri Sep 22, 2006 7:37 pm    Post subject: Customer service (email) reply Reply with quote Back to top

Thank you for contacting Customer Care.

We understand that you are experiencing issues with Voicemail.

We apologize for inconvenience caused. We are aware of the issue, our
engineers are working on this issue. This issue will be resolved as
soon as possible.

If you have any questions now or in the future Vonage Customer Care is
eager to assist you 24 hours a day, 7 days a week. Please visit our
help center at http://www.vonage.com/help.php or send us an email from
our Contact Us page at http://www.vonage.com/help_contactUs.php. You
can also call us Toll Free at: 1-VONAGE-HELP 1-866-243-4357.

Sincerely,

Vonage Customer Care
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