Can't call regional toll free numbers with Vonage

Posts: 7 · New Forum Member Joined: Aug 17, 2006 Posts: 7

On two occassions, when I called an 800 number using my Vonage phone, I got a message that the call can not be completed from my phone. When I call the same numbers from my cell phone, I have no problem connecting. These are business phone numbers that are provided to clients in the Los Angeles area.

I called Vonage customer support to fix what I thought was a problem with my phone service, and was told that Vonage does not support regional toll free numbers. The reason provided is that all toll free calls are routed through a New York server, and if the toll free number does not allow calls from New York, the call is blocked.

The problem needs to be fixed, but there is no schedule for fixing it. It is a true service limitation that should be disclosed to the consumer. I have not been able to find anything in the Vonage terms of service, or any other disclosure of this limitation. Is someone trying to address this issue?

Appreciate your input........sumner

Posts: 4777 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4777

You're correct. This is a known issue with Vonage that has been discussed on the forum. You understand, though, that the forum isn't run or owned by Vonage. We can talk about it, but no one here can fix it. I haven't heard about Vonage working on it.

As Voip becomes more popular, my guess is that the businesses that have these numbers will begin to understand the issue. I suspect that regional toll free numbers will disappear. For now, we have a problem.

Posts: 208 · Posted: Tue Jan 09, 2007 12:07 am Post subject:

dear poster, i found this on the Vonage website under the help section

http://vonage.com/help.php?article=153&category=46&nav=4

"Unable to dial certain toll free numbers

The toll free number that you are trying to dial may be a regional toll free number and not a national number. Companies who are using regional toll free numbers are paying the toll charges for this call. Since calls are routed via the Internet with the Vonage service the number that you are dialing from may be recognized as a long distance number and the call may not be completed."

basically because your Vonage gateway is built in around new york, the place thinks it's a new york number. only thing i can suggest is to try to get a direct line to LA so you can call the number direct rather than with the 1-800-number.

are you on the unlimited plan? if you are, you have no minutes to be worried about anyway, so get the direct number

Posts: 2 · New Forum Member Joined: Jan 10, 2007 Posts: 2

Vonage only supports Poison Control toll free numbers. They do this in the spirit of 911 services. They know what state you are located in based on the zip code you provide in your 911 settings.

As the previous posts correctly state, the routing of the Voip to toll free numbers is an issue with the point of origin of the call based on how the PSTN is accessed (Via NY).

Normally company's have direct number you can dial, a good alternative considering the call is included in your price......nothing is free !!! lol

They are getting things done with 311, 511, and other X11 numbers.

Posts: 19 · Posted: Mon Jan 15, 2007 5:27 pm Post subject:

Another part of the problem is location based routing. Some large companies route your call based on where you are calling from. An example is AAA. If I call 800-AAA-HELP from my POTS line my call goes to their Providence call center as it's supposed to but if I call from my Vonage line I land up in some call center in upstate NY.