Has the caller display issue been resolved?

Posts: 8 · New Forum Member Joined: Nov 28, 2006 Posts: 8

Since transferring from Freetalk to Vonage in September, Caller Display has not been working. I see there are a few others who have experienced the same problem, despite the claim by Vonage that their service is "compatible with any Caller Display-enabled touch-tone phone or device."
http://www.vonage.co.uk/features.php?feature=caller_id

Vonage technical support have unfortunately not been much help. Initially they would reset the line or do something to the account and say the issue was resolved (when it wasn't), eventually I got someone who said it could be my phone (VTech Mirage C112 DECT cordless phone). I told him that Caller Display worked fine on that model with Freetalk, but he said he had a troubleshooting checklist and that I should firstly try a different phone before he could do anything else.

So I went and bought a new phone - Binatone Fusion 2210. And it still doesn't work.

Any advice on what exactly I should tell Vonage support to get them to look into the issue seriously?

(My router is the Motorola VT2442)

Posts: 21 · Vonage Forum Associate Joined: Sep 06, 2006 Posts: 21

Similiar problems here. Numerous emails with support. We have sorted your problem sir please reset you router and it will work.
Bring back Freetalk I say at least their service worked.
Not a happy Vonage customer Mad

Posts: 6 · New Forum Member Joined: Dec 28, 2005 Posts: 6

I too have this problem. Interestingly it only started when my Linksys device died on me and Vonage replaced it with the D-Link VTA.

Same responses from support as mentioned above, however the other day I finally got someone to admit the following:

In regards to your email, currently there is a known issue with Caller ID on this device. We are currently working on a fix for this.

Of course that was at the beginning of November and no further news yet.

Posts: 1 · New Forum Member Joined: Nov 21, 2006 Posts: 1

I too have had the same problems.
Just to confirm, I received this email last night confirming my ticket is closed: - The great thing is, the problem has been solved! I now have a (uk) double-ring, no delays on incoming calls, no hiss in the background and of course - incoming caller ID. Very Happy

This is an auto response email message. Please do not respond.

Your ticket number <RT#6502778> has been addressed.

This is a known issue with the DLink VTA device.
-----
Caller id may not appear.
Symptom: Device may not display caller ID on incoming calls for UK devices.
Solution: Currently being worked by vendor.
-----

If you have any questions now or in the future, please

contact Vonage Customer Care 24 hours a day, 7 days a week by

calling us Toll Free at: 1-VONAGE-HELP (1-866-243-4357) or by

visiting the help center of our website at

http://www.vonage.com/help.php?lid=nav_help

Posts: 37 · Vonage Forum Junior Joined: Sep 10, 2006 Posts: 37

I too have a Motorola VT2442 device and no caller display. Vonage have given up looking at this issue and have decided that my touch tone phone is not compatible (they also were unable to provide any list of compatible phones as they dont have one - which implied to me minimal, if any, testing of the service).

Posts: 8 · New Forum Member Joined: Oct 30, 2006 Posts: 8

Totally with you there. Freetalk used to just work.

At present I have no caller ID which worked fine before but they can't get it to work at all with Vonage and say it is my phone. Well I ain't buying a new one for them.

I still have a 1 ring delay before it rings in the house and they seem incapable of solving these problems we are having!!!

dmac wrote:

Similiar problems here. Numerous emails with support. We have sorted your problem sir please reset you router and it will work.
Bring back Freetalk I say at least their service worked.
Not a happy Vonage customer Mad

Posts: 37 · Vonage Forum Junior Joined: Sep 10, 2006 Posts: 37

Olijack

is your phone a Freetalk branded phone that DSG were selling when they were pushing Freetalk? Thats the model I use and it doesnt work with the implementation of Caller ID that Vonage use (with the Motorola VT2442).

Posts: 8 · New Forum Member Joined: Oct 30, 2006 Posts: 8

Nope I have an NTL VS2000 phone which works perfectly with caller display on a UK line, on my old freetalk box and even on my line in Malta where I now live.

The only thing it isn't currently working with is the crap Vonage service that I was forced onto!!!!

Strangest thing is it doesn't even come up with Call like it does with a caller holding the number the screen just stays on it's normal screen.

My biggest gripe with everything is that I was really reluctant to move to Vonage as I had heard lots of problems and that was the reason that I initially went with freetalk rather than Vonage. They seem incapable of getting the issue resolved when all I hear is loads of people with different phones all with the same problem!!!

readinm wrote:

Olijack

is your phone a Freetalk branded phone that DSG were selling when they were pushing Freetalk? Thats the model I use and it doesnt work with the implementation of Caller ID that Vonage use (with the Motorola VT2442).

Posts: 21 · Vonage Forum Associate Joined: Sep 06, 2006 Posts: 21

I have Panasonic kx phone connected to motorola vt2442.
It used to work initially when transferred from Freetalk.
Must be couple of months now I have been waiting for CS to resolve this issue.
Now got to the stage when they ignore my emails after numerous promises of a fix.

I wonder if dissatisfied ex Freetalk customers have a claim against Dixons groups for being sold a dud

Posts: 37 · Vonage Forum Junior Joined: Sep 10, 2006 Posts: 37

I must admit I agree, being an ex-Freetalk customer, everything worked with Freetalk and now certain things just dont (I even think call quality is lower with Vonage - on the standard settings).

After being told I would need to buy a new phone for caller ID to work I am tempted to pay up the disconnection fee (which would be cheaper than a new phone) and jump ship to BT whose Voip service looks quite promising (and will be UK orientated rather than a US service thrust upon a UK market). If you are a BT broadband customer its cheaper as well.