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tmbeem
Vonage Forum Senior
Vonage Forum Senior


Joined: Oct 10, 2006
Posts: 114
Location: Las Vegas, Nevada, USA

PostPosted: Thu Oct 19, 2006 3:23 am    Post subject: Added Fax Line & Now I Don't Have E911 Anymore Reply with quote Back to top

When I signed up for Vonage on Oct. 4th, and got my equipment on the 9th I dialed 933 to check the status of my 911, and it said I had E911 on that line. Fast forward to two days ago when I added a fax line to my Vonage account. Now when I call 933 to verify 911 service, I'm told I do NOT have E911 just basic 911? What could have changed? I just added a line, and now neither line has E911. It's still the same city, state and address as I provided when I signed up for Vonage service on the 4th. Can anyone address this issue? Thanks!

_________________
Thomas Beem
Las Vegas, NV
ISP: Cox Communications
12 Mbps down/1.5 Mbps up
Cable Modem: Scientific Atlanta Webstar DPC2100
Voip Device: VDV21-VD
Setup: Modem --> Hawking HBB1 --> Vonage --> PC
Customer Since: Oct. 9, 2006
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vonalink
Vonage Forum Master
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Joined: Jul 17, 2006
Posts: 260
Location: Ontario, Canada

PostPosted: Thu Oct 19, 2006 6:45 am    Post subject: Reply with quote Back to top

You'll need to talk to Vonage CS on this one. Please let the forum know the outcome.

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navydavy2001
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: May 26, 2005
Posts: 1125
Location: United States

PostPosted: Thu Oct 19, 2006 6:55 am    Post subject: Reply with quote Back to top

It's sounds like someone clumsily added the fax line, and did something to the primary line while they were logged into the acct to make the change. I agree, calling C.S. would be the best route, however, if you don't get satisfaction, make sure you call the Executive Support number. E911 is one of Vonage's biggest PR lines, and they probably wouldn't be happy to hear yours got messed up. Bottom line, you know you need it for your safety, so exhaust all means to get it working correctly.

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dheiy
Vonage Forum Master
Vonage Forum Master


Joined: May 23, 2006
Posts: 253

PostPosted: Thu Oct 19, 2006 8:27 am    Post subject: Reply with quote Back to top

additional infos...

here's their hotline number:
1-866-243-4357
fllow the Voice prompt options

you should report this matter as soon as possible.

please post here the result.

thanks! Smile
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tmbeem
Vonage Forum Senior
Vonage Forum Senior


Joined: Oct 10, 2006
Posts: 114
Location: Las Vegas, Nevada, USA

PostPosted: Thu Oct 19, 2006 8:53 am    Post subject: Reply with quote Back to top

dheiy wrote:
additional infos...

here's their hotline number:
1-866-243-4357
fllow the Voice prompt options

you should report this matter as soon as possible.

please post here the result.

thanks! Smile

The good news is that I got through to a representative in the USA, the bad news is that he gave me the runaround first saying that he talked to his supervisor and the supervisor said that E911 probably was not here yet (this is LAS VEGAS, mind you), and when I reiterated that I HAD E911 before the Fax addition, he said that the E911 center could be closed. Which is total bull. I spent 15 min with this person and my issue was not resolved.

As it is now 6:50 a.m. and I have had NO sleep whatsoever, I will attempt to re-visit this issue, possibly with yet another call to CS this afternoon or this evening after I've had sufficient sleep.

_________________
Thomas Beem
Las Vegas, NV
ISP: Cox Communications
12 Mbps down/1.5 Mbps up
Cable Modem: Scientific Atlanta Webstar DPC2100
Voip Device: VDV21-VD
Setup: Modem --> Hawking HBB1 --> Vonage --> PC
Customer Since: Oct. 9, 2006
View user's profile Send private message
dheiy
Vonage Forum Master
Vonage Forum Master


Joined: May 23, 2006
Posts: 253

PostPosted: Thu Oct 19, 2006 10:54 am    Post subject: Reply with quote Back to top

how awful was that..!

i dont believe that the E911 on that area in no longer available.

keep on working with this matter dude,
might another agent could help. : Wink
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tmbeem
Vonage Forum Senior
Vonage Forum Senior


Joined: Oct 10, 2006
Posts: 114
Location: Las Vegas, Nevada, USA

PostPosted: Thu Oct 19, 2006 11:11 am    Post subject: Reply with quote Back to top

dheiy wrote:
how awful was that..!

i dont believe that the E911 on that area in no longer available.

keep on working with this matter dude,
might another agent could help. : Wink

I called TC again, this time for another problem (see my SimulRing post) and when the lady asked if I had any more questions, I asked her about my E911 not working after adding a fax line through the website. She looked into the matter and she said there were conflicts with the 911 service here in Las Vegas. One report said E911 IS enabled in Las Vegas, yet another said it was NOT. BUT... this time the lady opened up a support ticket, and gave me the number, so that if I don't hear back from them in a few days, or have the issue cleared up within that time, to call back with the ticket number to get the current status.

This woman was uncaracteristically helpful! Quite a pleasant shock. Now I just hope my mounting problems with Vonage disappear soon. *crosses fingers*

_________________
Thomas Beem
Las Vegas, NV
ISP: Cox Communications
12 Mbps down/1.5 Mbps up
Cable Modem: Scientific Atlanta Webstar DPC2100
Voip Device: VDV21-VD
Setup: Modem --> Hawking HBB1 --> Vonage --> PC
Customer Since: Oct. 9, 2006
View user's profile Send private message
dheiy
Vonage Forum Master
Vonage Forum Master


Joined: May 23, 2006
Posts: 253

PostPosted: Thu Oct 19, 2006 12:00 pm    Post subject: Reply with quote Back to top

yeah right...!!!

let's see and guess whta's next!!!
haha...!!! Lol

hope this ticket is the answer!!! Wink
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tmbeem
Vonage Forum Senior
Vonage Forum Senior


Joined: Oct 10, 2006
Posts: 114
Location: Las Vegas, Nevada, USA

PostPosted: Thu Oct 19, 2006 5:39 pm    Post subject: Reply with quote Back to top

dheiy wrote:
yeah right...!!!

let's see and guess whta's next!!!
haha...!!! Lol

hope this ticket is the answer!!! Wink

Actually, something VERY positive came out of this experience! I got an e-mail time-stamped at 11:49 am (local) from theVonage 911 Task Force in regards to the ticket tech. support filled out a few hours earlier. I also received a voicemail from Brian at the 911 Task Force asking me to return his call which I did. He told me that I probably never had E911 service on my Vonage line from the start. He said there was a problem with the 933 recording misrepresenting E911 status saying I did have it when I didn't.

He also said that our local 911 operations center, although eqipped with E911, currently doesn't have it enabled for Voip enabled telephone service, but talks are in the works between the local PSAP 911 Database Coordinator and Vonage to enable it. He also said that my 911 WILL route to my local 911 operations center, but they just won't have my address pop up on their screen. (Metro 911 always asks for the address anyway, even if it's popped up on the screen since current data may be inaccurate do to the constant influx/outflux of residents in Southern Nevada.)

Brian also gave me the number of the local 911 Database Coordinator and told me to call them for more detailed information as to if, and when E911 will be available for Voip customers in Southern Nevada.

So, it only took two calls to Vonage Tech Support for this issue to be sufficiently explained to my satisfaction. My next call will be to the local 911 Dispatch Coordinator and I'll keep you all aprised of that situation!

_________________
Thomas Beem
Las Vegas, NV
ISP: Cox Communications
12 Mbps down/1.5 Mbps up
Cable Modem: Scientific Atlanta Webstar DPC2100
Voip Device: VDV21-VD
Setup: Modem --> Hawking HBB1 --> Vonage --> PC
Customer Since: Oct. 9, 2006
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dominique
Vonage Forum Associate
Vonage Forum Associate


Joined: Oct 17, 2006
Posts: 15

PostPosted: Fri Oct 20, 2006 4:03 pm    Post subject: Reply with quote Back to top

i do hope your issue with 911 will soon be resolved since that's a very important matter. however, it would have been good if you'll have E911 so that your location & tel# will automatically be shown on the emergency center's screen. attention Vonage! nevertheless, even if you'll have E911, the trained emergency 911 agent may still have to ask for your name, location & tel# for verification purposes. so, just go with the flow. good luck! please do update us on your issue. thanks.

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