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apurquhart
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Joined: Sep 26, 2006
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PostPosted: Wed Sep 27, 2006 10:04 pm    Post subject: Can't Receive Calls Reply with quote Back to top

I set up my Vonage adaptor (Linksys PAP2) yesterday and have a dial tone and can make calls. I have been assigned a temporary virtual number and when calling that number I get a message that the number is disconnected.

I have called Vonage 3 times and got three different answers as follows:

1. Its a problem at Vonage and they need to reprovision my number. Wait 15 minutes and reboot. No success.

2. Virtual numbers are temporary and only work for incoming calls.

3. I need to send back my letter of authorization - then the virtual number will work.

I dont want to authorize transferring my existing Qwest number until I know that the whole setup works. Does anyone know the correct answer?
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Steve48
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Joined: Aug 30, 2005
Posts: 4777

PostPosted: Wed Sep 27, 2006 10:14 pm    Post subject: Re: Can't Receive Calls Reply with quote Back to top

apurquhart wrote:
I set up my Vonage adaptor (Linksys PAP2) yesterday and have a dial tone and can make calls. I have been assigned a temporary virtual number and when calling that number I get a message that the number is disconnected.

I have called Vonage 3 times and got three different answers as follows:

1. Its a problem at Vonage and they need to reprovision my number. Wait 15 minutes and reboot. No success.

2. Virtual numbers are temporary and only work for incoming calls.

3. I need to send back my letter of authorization - then the virtual number will work.

I dont want to authorize transferring my existing Qwest number until I know that the whole setup works. Does anyone know the correct answer?


You already know that number 2 is ridiculous since you can make calls but not receive them. Number 3 may actually represent a Vonage policy, but it doesn't ring true to me. I'd call customer service using 888 250 1799, relate this story to them, and demand some decent help.

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Steve Gray
Orlando, FL
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sirkism
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Joined: Aug 14, 2006
Posts: 51

PostPosted: Thu Sep 28, 2006 11:09 am    Post subject: Reply with quote Back to top

since they gave you a virtual number, I take it you are brining a phone number from another company? Call CS and have them check who owns the number, so they can verify that if is on one of the Vonage networks. It could be an incomplete port.
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Irvin
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Joined: Sep 27, 2006
Posts: 4

PostPosted: Thu Sep 28, 2006 3:27 pm    Post subject: Can't Receive Calls Reply with quote Back to top

well, number 3 ain't true either... the virtual number should work even if you haven't passed your LOA...
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apurquhart
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Joined: Sep 26, 2006
Posts: 2

PostPosted: Thu Sep 28, 2006 3:27 pm    Post subject: Reply with quote Back to top

I just received an email fro tech support:

"Thank you for contacting Customer Care.

We understand that you are getting a message "Number is disconnected"when you call your virtual number.

Firstly, we are sorry for the inaccurate answers given when you
contacted us previously.

Test calls made from a Vonage phone to your virtual number is
completing. If you are calling from a non-Vonage phone to your virtual number and call do not get completed, it is an issue with that phone service provider. They are not able to route the calls to the Vonage network. You need to contact them and let them know about it. They will update their routing tables, thereby the issue will get resolved".

This problem is happening with all phone service providers. Clearly this is a Vonage problem. It appears the routing table information was never updated and therefore my number doesn't work except for Vonage to Vonage calls. I cant belive they think Its my responsibility to to this - its Vonages job as part of setting up my number.

Time for call number 5. I am getting frustrated real fast
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Steve48
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Joined: Aug 30, 2005
Posts: 4777

PostPosted: Thu Sep 28, 2006 7:10 pm    Post subject: Reply with quote Back to top

Try calling the Executive Response Team, Denise Kinder, 888 580 4020, X31606.

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Steve Gray
Orlando, FL
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