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davida
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Joined: Sep 22, 2004
Posts: 4
Location: Westchester County, NY

PostPosted: Wed Sep 22, 2004 5:06 pm    Post subject: Outside callers can't call my Vonage number Reply with quote Back to top

I'm having problems getting calls to my new Vonage home phone. My son's school, his doctor, and some friends and family can't call us. They get a message saying the phone is not in order.

I've taken this up with Vonage IT and have gotten various response ranging from:

This is your problem not ours
Provide us with the numbers we'll take care of it
This is your problem not ours
Provide us with the number, exact time and date of calls, and at least three calls per number that did not go through to your phone, and we'll take care of it . . .
This is your problem . . . Vonage does not know how to deal with this. I want nothing more than for my Vonage service to work out, however, Vonage needs to troubleshoot and support these issues.

Any suggestions?
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Leo
Vonage Forum Associate
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Joined: May 24, 2004
Posts: 18
Location: Atlanta, GA

PostPosted: Wed Sep 22, 2004 6:43 pm    Post subject: Reply with quote Back to top

I have seen some similar posts on a different forum where people within the same area code had to call a Vonage number with the '1+area-code+number'. Ask them to try that and see if it works.
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davida
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Joined: Sep 22, 2004
Posts: 4
Location: Westchester County, NY

PostPosted: Wed Sep 22, 2004 7:21 pm    Post subject: Reply with quote Back to top

My perspective on this is pretty rigid. If they have to dial the area code to call in thier home area, then there is a problem. How can I expect a caller to know they need to do that. However, its good to know, and thank you. I'll check this other forum.
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davida
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Joined: Sep 22, 2004
Posts: 4
Location: Westchester County, NY

PostPosted: Wed Sep 22, 2004 7:34 pm    Post subject: My letter to the President of Vonage Reply with quote Back to top

Mr. Citron,

Assuming this message is getting through to you I would like to take this opportunity to tell you about some problems I am having with Vonage. First and foremost, I want nothing less than for you to succeed. However, I am having problems with my Vonage service. People are unable to call my number. They get error messages that my phone number is not a working number or is out of service. Among those that can not dial my Vonage number are my Son’s school, my Son’s doctor, in addition to friends and family.

I have contacted Customer Service. I have been told that this is my problem and I have to deal with it. I do not believe that is acceptable. However, with no other options other than dropping Vonage, I have done so with no success. The phone companies will not speak with me, as I am not authorized. The caller who is unable to contact me must make the call and open the trouble ticket. Neither my Son’s school nor his doctor will take the time to do so, nor should they. It is I who have chosen to use Vonage, not them.

I have attached some of the email correspondence with Vonage IT. Note that I was first told it was my problem, then told that if Vonage had the information they would take care of it, then told that you do not do that. Clearly the policy is not well defined.

Please let me know what my expectations should be.


Regards,



David
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houuser
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Sep 04, 2003
Posts: 435
Location: Houston, TX

PostPosted: Wed Sep 22, 2004 9:23 pm    Post subject: Reply with quote Back to top

If your ATA (Vonage Box) is not communicating with the Vonage server, the caller will get a disconnected message recording.

This can happen by your ISP or a "fluke" in the system. Try and reset your system and see if that helps.

Also, set up a Alternate number, so when the system is not working, you can still receive calls. This can be done on-line thru your Vonage account, under features.

I hope this help, and if I have missed something, sorry.
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davida
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Joined: Sep 22, 2004
Posts: 4
Location: Westchester County, NY

PostPosted: Wed Sep 22, 2004 9:26 pm    Post subject: Reply with quote Back to top

Thanks. I have an alternative number set up. The problem is that the callers are never getting to my box in the first place. They never even get to Vonage's equipment. That is why they are receiving a message that it is a non working number. Even if my router is down/disconnected, so long as I have an alternative number setup/and or VM, they should get that.
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