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bcooper
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Joined: Sep 20, 2005
Posts: 13

PostPosted: Mon Nov 20, 2006 3:40 pm    Post subject: Dialed calls are going to wrong number Reply with quote Back to top

This problem happened about 5 months ago, but it's really bad now. The last 5 out of 7 calls I've placed went to the wrong number even though when I look at my account the correct number was dialed. I'm in area code 610 with a ported number. Is any one else having similar trouble? I did send an email using the "Contact Support" link on the forum menu.

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emac
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Joined: Oct 26, 2006
Posts: 87

PostPosted: Mon Nov 20, 2006 5:50 pm    Post subject: Reply with quote Back to top

call tech support and as to speak with someone in T2 or the advanced team

tell them that you have a call routing issue, the issue has nothing to do with DTMF if the correct number is showing in your call log

it is most likey a call routing issue and a ticket needs to be created and sent to the carrier engineering team

if a overseas tech support agent states that they will create a ticket for the issue, ask to speak to a supervisor, if you wait for a ticket to be created by them it will sit for two days before it reaches a queue that can even be escalated to the engineering team that it needs to be with and then you will wait a few more days while they open a ticket with the partner carrier that is currently routing your calls


speak to ATS if possible
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Steve48
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Joined: Aug 30, 2005
Posts: 4777

PostPosted: Mon Nov 20, 2006 10:00 pm    Post subject: Reply with quote Back to top

You might want to use the 888 250 1799 number. That should keep you out of the overseas support issue.

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yenta353
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Joined: Mar 05, 2005
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Location: PA

PostPosted: Tue Nov 21, 2006 10:51 am    Post subject: Dialed calls are going to wrong number Reply with quote Back to top

I am in the 215 area code and have been having similar problems for two weeks. Just spent over an hour on the phone with Vonage, 30 minutes of which was with a T2 person (thanks for that suggestion).

Problem:
We call someone (my mother for example), her phone rings and she answers. We can hear her but she can not hear us. She is however connected to a random third person who states that they also have Vonage and were trying to call someone other than her and got connected to her instead.

Calls show up on our log as normal.

The T2 person I had, "Monitored" our "line" and had me make a few test calls. I was able to duplicate the problem on the first try, however he said he could not tell anything from the logs.

After the normal amount of time convincing him that it was not my network, or phone, or the fact that I have blue network cables instead of red, he said he figured it could be a problem with their end of the network but was not sure.

I told him that I had read your post and that 610 and 215 are same geographic area and suggested that perhaps others are having the same problem.

Anyone else in this area having the same problem? PM me and I will be happy to share the details of the numbers we are dialing and dialing from to see if we can find a common issue.

We agreed that I would keep a log and try to get as much info as possible about the third parties getting dragged into our calls so that they could do more research on their end and see if they can GUESS at the problem.

Isn't Vonage great......ha
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JeremyE
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Joined: Nov 29, 2005
Posts: 34

PostPosted: Tue Nov 21, 2006 8:27 pm    Post subject: Reply with quote Back to top

Very interesting information. I am also in the Philly area and my Vonage area code is 215 as well. I have been having both problems:

1) From Vonage, placing an outgoing call, I can hear them but they can't hear me.
2) When placing an outgoing call (have only had issues with a 267 Verizon Wireless number), the person on the receiving end's phone rings, they pick up, but it is some random person who is trying to make a call to some other person. Usually it connects properly on the next try.

This just started happening a few weeks ago, but just today it happened again with problem # 1.
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alih1l
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Joined: Jul 24, 2006
Posts: 20

PostPosted: Tue Nov 28, 2006 3:25 pm    Post subject: Reply with quote Back to top

I have a friend in Ohio who every time she dialed out, her number showed up different on the other end's caller id. And inbound calls went to random people. For example her mother would call her and it would connect to someone else, on Vonage. Never rang on her end.

She eventually got it fixed after I told her to call Vonage about it.


I don't know the specifics of what they did, she just said they fixed it.
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weaver0
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Joined: Jan 21, 2007
Posts: 1

PostPosted: Sun Jan 21, 2007 10:21 am    Post subject: Reply with quote Back to top

I know this post is a few months old, but is this problem still seems to be occurring in the 610 area code. In fact, it seems to be more and more frequent. Does anyone know what is going on and if Vonage is addressing the problem?
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bcooper
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Joined: Sep 20, 2005
Posts: 13

PostPosted: Sun Jan 21, 2007 10:38 am    Post subject: Reply with quote Back to top

This is part of an email I got when I submitted the complaint.

Quote:
Thank you for contacting Customer Care.
Thank you for providing the info on your network setup and the
telephone. I have placed your device on our debug server please try and
call those # again today and provide the following information so our
engineers can resolve the issue:
1) exact phone # dialed?
2) date/time of the call?
3) results of the call ie what # answered, dead air, fast busy etc?


I still occasionally have trouble and I send them more info when it does happen. I haven't heard anything other than they sent my complaint to their engineers. The other problem is I can't get them to realize it's not always the same numbers.

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