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boskillman
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PostPosted: Fri Dec 22, 2006 10:43 pm    Post subject: vonage "local" calls Reply with quote Back to top

I have been with Vonage for 18 or 20 months and just recently began having troubles with incoming calls from within my area code. Neightbors and friends calling my 7 digit phone number (from within the same area code) get a recording that the number can not be completed as dialed - please hang up and try again.
People can get through by dialing the full 10 digit number but no one knows they need to use the area code for my "local" number. Vonage customer service says it is normal and nothing can be done.

Anyone else have this problem or a solution?
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joe_izuzu
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Posts: 19

PostPosted: Fri Dec 22, 2006 10:49 pm    Post subject: Reply with quote Back to top

What area code do you live in? Is there a chance that a new area code is being added so that 10 digit dialing will be the norm now?
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boskillman
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PostPosted: Fri Dec 22, 2006 11:16 pm    Post subject: Reply with quote Back to top

952
This is a 5+ year old exchange and my phone has worked fine for until recently. I can think of no changes which may have caused this. Vonange customer service was worthless in helping.
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joe_izuzu
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PostPosted: Fri Dec 22, 2006 11:31 pm    Post subject: Reply with quote Back to top

Normal is not an acceptable answer. Call and ask for the next level of tech support or account managment. Let them know they need to fix it or you will go back to qwest.

Your issue is likely something with network translations. The tech support you will talk to can't fix it. But a good one will open a internal ticket that will escalate in their system and be resolved, usually within a few days. If the tech support agent you speak to is not attentive to the situation, ask to speak to account managment. Tell them to get it fixed or your gone. They will escalate in a heartbeat.
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joe_izuzu
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PostPosted: Fri Dec 22, 2006 11:40 pm    Post subject: Reply with quote Back to top

oh... but wait until tuesday or you might have some issues getting to account mgmt.
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boskillman
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PostPosted: Fri Dec 22, 2006 11:53 pm    Post subject: Reply with quote Back to top

good advise to wait until Tuesday - maybe I will find someone who knows something. Today I spent over an hour esculating it though several parties but never found the next level know any more than the last. In fact it was at the supervisor level where they told me it is normal for others within my area code to need to dial all 10 digits. I have also had an open ticket for 10 days as others have tried to work this out ... ocasional call backs but no fixes yet.
thanks for your input
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Terminus
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PostPosted: Sat Dec 23, 2006 12:20 am    Post subject: May not be you Reply with quote Back to top

Look at the earlier post today entitled "outtage". You may be dealing with the same incoming call issue that many of us are, nothing to do with your specific account.
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JDNewsman
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PostPosted: Fri Jan 12, 2007 12:30 am    Post subject: Can't Get calls from my neighbors Reply with quote Back to top

I'm now having this problem in the 763 area code. My neighbors are dialing the 7 digit number, and it's not going through. The idiot customer service guy told me that people have to dial the ten digit number, and I asked if I should call everyone in the 763 and give them the heads up, to dial the 10-digit number. He kept repeating himself over and over. Not helpful.

Anyway, any advice?
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EzCo
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Joined: Jul 21, 2005
Posts: 533
Location: Southeastern PA

PostPosted: Fri Jan 12, 2007 10:21 am    Post subject: Reply with quote Back to top

So you switched from 952 to 763?

I'm a data person, but I would think if your neighbors, who are using a landline I assume, are getting that message, wouldn't that be a problem with their telco provider? When they dial a number, it's their telco that needs to make the routing decision. You might want to ask them to drop their telco a call to see if they can help. Meanwhile, try to escalate to level 2 or 3 with Vonage.

As a side note, here in SE PA, everyone has to use 10-digit dialing, so luckily we don't see that problem crop up around here.

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mundy5
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PostPosted: Fri Jan 12, 2007 10:44 am    Post subject: Reply with quote Back to top

It really depends on the particular area. In many cities now, 10 digit dialing is a requirement b/c of the overlap between the prefixes (i.e. the first 3 numbers of your phone number not the area code) that is assigned to different area codes.

So for example in chicago one phone number could be (847) 555-xxxx and another person could be given (312) 555-xxxx and the telco cannot determine which area code you are trying to call unless you dial all 10 digits.

I will not be surprised if this becomes "standard" procedure to make local calls soon.

In your case, boskillman, if your neighbors can make local calls using only the 7 digit phone number, then the problem is an issue with Vonage and the local exchange. However, if your neighbors have to dial all 10 digits with other local numbers, then you have the issue I wrote about earlier.

In either case, it's unfortunate that this occurs. maybe it's a more system wide issue with the way they enter these phone numbers. Who knows.

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