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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage Canada
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VE9MDB
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Joined: Oct 17, 2006
Posts: 18

PostPosted: Wed Oct 18, 2006 5:53 pm    Post subject: VOIP: A door on the world and my neighbor is from Costa Rica Reply with quote Back to top

Hi everyone...

I have a problem that I will report to Vonage tonight. I got my service last thursday ... and I was never able to use this new phone service correctly.

First, I thought Vonage has introduced 7 digits calling but I was said by Customer support that this was only for US customers.
Ref: http://www.vonage.ca/help.php?article=215

But worse is to come ...

Not only you can't dial the 7 digits number, when I try to call using 10 digits numbers instead of 11 digits number, I fall down on peoples from Costa Rica. Strange because Vonage told me this afternoon that 10 digits numbers should work as of 11 digits.

Does anyone else has seen such trouble ?

Per example, when I try to call my office line at 506-858-4368, I end up speaking spanish with someone in Costa Rica instead of speaking french with my answering machine ! Wink

I hope this will be fixed quickly after my call tonight...

I'll keep you informed.

Matt
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webfors
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Joined: Aug 30, 2006
Posts: 120

PostPosted: Wed Oct 18, 2006 7:19 pm    Post subject: Reply with quote Back to top

That is very strange. While 506 is indeed the country code for costa rica, you should have to enter the international dialing of 011 first to get routed internationally. Are you sure you this isn't being dialed by you or by the phone you are using? If you are sure, then it must be a Vonage issue which should be resolved by calling them.

Let us know how it turns out. I'm interested to know how this happened.

_________________
Bye Bye Bell.. it's been a slice!

Location: Montreal, Quebec
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VE9MDB
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Joined: Oct 17, 2006
Posts: 18

PostPosted: Wed Oct 18, 2006 7:23 pm    Post subject: still waiting... Reply with quote Back to top

It's a Vonage issue... i'm dialling manually as usual and it start ringing normally then it switch to long tone ringing (as for other international calls.).

I'm in the queue waiting for a customer representative.
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VE9MDB
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Joined: Oct 17, 2006
Posts: 18

PostPosted: Wed Oct 18, 2006 9:35 pm    Post subject: Reply with quote Back to top

Hi,

This is the reply from Vonage (told by phone).

They told me that could be cause by the number transfert not being complete properly. Actually, I don't have any phone active on POTS (Aliant) and all my calls goes through Vonage. So I don't think this is really the case ... I've been told to try back tomorrow or in 2 days...

The service representative has sent an email to the support group to have them check the transfert and the issue.

Still strange that I can call any other area number without troubles.. but when I call my own province it doesn't work !

Also, about the 7 digits, I received an email from Vonage tonight ... and they are totally contradictive with their other customer representative I got by phone this afternoon.

Here is what I've received :

Dear Matthieu,

Vonage offers you the convenience of 7-digit dialing when making a
call within your same area code and 10-digit dialing when making a
call to another area code. This includes all local calls in the US,
Canada, and Puerto Rico.
If you prefer to use the same dialing pattern for all your calls, 11-
digit dialing may still be used.
Dialing out should be actually be available even now through the
Vonage adapter. It will be available after the number transfer as well.
Please note that it is available just for receivers with the same area
code (NPA).


If you have further questions or concerns please feel free to browse
our help & information files at www.vonage.ca, contact our Customer
Care Center at 1-877-272-0528 or stay in touch with me directly by
using the reply option on this email.


Best Regards,
Liviu Z.
Customer Care & Technical Support
Vonage Canada
(t) 1.877.272.0528
(f) 416.907.6101
(w) http://vonage.ca/
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VE9MDB
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Joined: Oct 17, 2006
Posts: 18

PostPosted: Fri Oct 20, 2006 9:50 am    Post subject: Reply with quote Back to top

It is apparently a problem with the routing ...

Routing Department will check on the problem today and we should have it fixed by the weekend... hopefully.

I had a technician calling me yesterday to work on the trouble.
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VE9MDB
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Joined: Oct 17, 2006
Posts: 18

PostPosted: Sat Oct 21, 2006 11:25 am    Post subject: Please confirm ... is that true or false? Reply with quote Back to top

Does the answer from Vonage above is true or false ?

Because it is not working here.... 7 digits doesn't work at all, and all 10 digits calls are forwarded internationnaly !! Which mean if I call 506 it is going to Costa Rica and if I dial 514 it is going to Peru !

What should I do ? They don't seem to know what they are doing each time I call them ... I get different answer each time !

Am I going to dial 11 digits all the time, even to reach my neighbor ?

Matt
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webfors
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Joined: Aug 30, 2006
Posts: 120

PostPosted: Sat Oct 21, 2006 3:36 pm    Post subject: Reply with quote Back to top

Call them again and explain one more time. If the tech doesn't understand ask the call be forwarded to an advanced technician. There are two levels of support, so ask the call be forwarded to the higher level.

If that doesn't work, tell them you'll cancel if it's not fixed.

It's definitely not the way it's supposed to work.

_________________
Bye Bye Bell.. it's been a slice!

Location: Montreal, Quebec
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VE9MDB
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Joined: Oct 17, 2006
Posts: 18

PostPosted: Sun Oct 22, 2006 12:52 am    Post subject: Reply with quote Back to top

Ok thanks !
That is what I wanted to know.

I will call them tomorrow, since it's 2h50 morning and probably advanced tech support don't work at this time...

Actually, maybe I should wait until monday... doesn't they work Monday to Friday?

It's simply something wrong with routing... because all call to 10 digits numbers goes to International call (as if I've dialed 011 before the call even if I didn't !).

Matt
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dabones
Vonage Forum Evangelist
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Joined: Jan 31, 2005
Posts: 508
Location: London, ON (519) & Columbia, SC (803)

PostPosted: Sun Oct 22, 2006 11:55 am    Post subject: Reply with quote Back to top

try and disable international calling on your online acct management and see what happens..

can you dial those numbers with a preceeding 1? ie 11 digit's?


and yes, 7-digit does (ok, well, should) work, Vonage appends a 1 and the 3 digit area code to all calls dialed less than 11 digits.. the 7 digit is cool, cuz it works for yoru entire area code, not just your old local calling area, and it even works in the area's where 'local 10-digit dialing' is mandatory (such as my area code 519 in southern ontario)..

_________________
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on Rogers Cable -- 1M/256K

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VE9MDB
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Posts: 18

PostPosted: Sun Oct 22, 2006 8:07 pm    Post subject: Reply with quote Back to top

I thought the exact same thing than you and had tried this already.

It tell me that "International calls is currently blocked, to disabled this feature, please login on your web account and click on the features tabs".

I just call numbers that are local to me , like 506-858-4368 *my office*.

When I place call with 1 prefix, there is no problems placing calls.


I receive same message while dialing with 7 digits numbers.

Matt
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