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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage Canada
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jcomm
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Joined: Dec 28, 2006
Posts: 2

PostPosted: Thu Dec 28, 2006 3:20 pm    Post subject: Ongoing voice mail & caller ID problems Reply with quote Back to top

These problems have been going on for well over a month now. First, I've not been able to retrieve my voicemail through the Vonage web page. Each time I try to retrieve my messages, the page states that I have no voicemail associated with my number (not true.) If I try going into voicemail settings or email notification, I'm routed to an error page (an error has happened, please try again later.) Exactly what time span are they referring to as 'later.' So far, 'later' has been over a month.

Each time I contact Technical support about this ongoing problem, I am asked to power cycle my Voip adapter. I find myself puzzled every time I'm told to do this - what does my adapter have to do with retrieving messages online through the server? Or is this simply an excuse to get me off the phone (power cycle the adapter & the call is dropped!)

This morning, there was an email from Vonage in my inbox stating that ticket #9020863 had been resolved. 'it's about time,' I thought, 'Finally, I'm able to pick up my messages online!' Not so... got the same error that I've been getting for the last month. 'Later' keeps getting longer & longer as the days go by.

So I called Vonage technical support. Again, I was asked if I power-cycled the adapter since I received that email. After looking up at the ceiling and rolling my eyes, I politely responded 'No, I did not try power cycling my adapter again!' I was told that by power cycling the adapter, I should be able to retrieve my messages online. Here's a newsflash, people, power-cycling the adapter is not going to resolve the fact that I cannot retrieve my messages online. Nor will it solve world poverty, nor will it cure Cancer, nor will it stop my dog from humping the neighbour's leg each time he visits. And, for the record, I did power-cycle the adapter after I hung up with the rep. Guess what... IT DIDN'T HELP!!!

The second ongoing problem I have is with caller ID. It only displays the phone number that is calling, never the caller who is phoning. I've explained to several reps over the past month that caller ID worked fine when I had my virtual number; this only began when my number was ported over from Bell. I was instructed yet again to power cycle my adapter. Guess what... I did it and IT DIDN'T HELP!!!

This is more of an annoyance than anything. In general, I find Vonage to be a very good alternative to the former monopoly known as Bell Canada. Most of my calls are long distance and at $39.99/mo, Vonage is a great price. And I do like one feature not available with Bell - being able to ring several numbers simultaneously, however, I have agreed to pay Vonage $39.99/mo for ALL of the advertised features, not just some of them. Is it not fair to assume that I'll receive all of the advertised features?

Rant mode 'off'.

Greg



.
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jcomm
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Joined: Dec 28, 2006
Posts: 2

PostPosted: Fri Dec 29, 2006 1:57 pm    Post subject: Reply with quote Back to top

Well, I guess this thread must have raised some eyebrows. Today, I am finally able to retrieve my voice mail messages online! Caller ID, however, still does not work, but I wouldn't cancel this service due to this one small glitch. I am very happy that I switched over from Bell and am absolutely loving the 'click 2 call' feature.
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drb
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Joined: Jan 03, 2007
Posts: 1

PostPosted: Wed Jan 03, 2007 9:15 pm    Post subject: Reply with quote Back to top

I am having the exact same problems!

As of today, I still cannot access my voicemail on the web and my caller ID also only shows number, no name.

I too have called tech support several times and nothing has been resolved. I also received the emails saying that the problems have been resolved, when they clearly have not.

I'd be curious to know how many other Canadians (or others) are having these same 2 issues.

I'm using a PAP2 and have been with Vonage for two months now. It was working fine at first. The problems started when I ported my Bell Canada number to Vonage.

Darryn
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TornStar
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Joined: Dec 24, 2006
Posts: 2

PostPosted: Wed Jan 03, 2007 11:27 pm    Post subject: Reply with quote Back to top

I too am having the problem with my voicemail on the web. As for the caller ID, it works sometimes with name and number, and sometimes with number only.

I've had the service for about 3 months and have always had Caller ID but never had my voicemail on the web work.

My number is a new number given to me by Vonage.
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Fsteel
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Joined: Jan 07, 2007
Posts: 1

PostPosted: Sun Jan 07, 2007 10:58 am    Post subject: Ongoing voice mail & caller ID problems Reply with quote Back to top

I have been having the same caller name display problem since I signed up and ported my Bell Canada number about a month and a half ago. I've called tech support weekly to resolve the issue and have moved up the ranks in their "repair ticket priority" code RED when I last spoke to them. Then I get this email:

"Your ticket number 9052546 has been resolved.

Our partners in Canada have informed us that Caller ID's based in Canada are provided on a "best effort" basis and that it is not guaranteed to work and are unable to open tickets for us in order to resolve these issues."

WHAT!!!

That’s no good to me I would have never changed service providers if Vonage had told me that features are provided on a "best effort" basis and are not guaranteed.

Don't get me wrong I'm not loosing my mind because of name display It's just that I would have waited until Vonage could provide all the services they supposedly offer!!!

Does anyone know if I can port my number back to Bell Canada?

Luckily for me I'm not having issues with my viocemail too.

Frank
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TornStar
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Joined: Dec 24, 2006
Posts: 2

PostPosted: Mon Jan 15, 2007 9:28 pm    Post subject: Reply with quote Back to top

I e-mailed Vonage about the online voicemail problem I was having and they fixed it within 24 hours of the e-mail. Pretty good service in my opinion!
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yrless
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Joined: Jan 30, 2007
Posts: 11

PostPosted: Fri Feb 16, 2007 10:47 am    Post subject: Reply with quote Back to top

I signed up a month ago. I'm in the St. Catharines area on Cogeco.

I've had no trouble at all with voicemail. But Caller ID does not work at all. My phone displays a blank for the number and "---------" for the name.

Also on the website call log when I mouse over the Caller ID icon it says "Caller ID Not Available" for ALL incoming calls.
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dbarkeep
Vonage Forum Senior
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Joined: Aug 01, 2006
Posts: 92

PostPosted: Sat Feb 17, 2007 12:12 am    Post subject: Reply with quote Back to top

When I called and spoke with a Vonage technical support representitive yesterday I was told that the caller ID issue is being worked on and should be resolved shortly. He said they were aware of the issue and are working with their primary caller ID carrier to resolve the issue. It is not a big deal for me but I would like it to start working soon since some people will not answer my calls when it doesn't work.

I was also having the same voicemal issue but after talking to Tier 2 Technical Support, I was able to access my voicemail through the web this morning. So far I am very happy with the service,

- Kukk
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