No outgoing calls except 800 and Vonage numbers

Posts: 5 · New Forum Member Joined: Jan 15, 2007 Posts: 5

Luckily, I use my line (or did) for 99% incoming calls.

I am and have not been able to make calls to any number except 800 numbers and other Vonage customers for 4 months.

I have spoken to telephone support people, sent emails and made burnt offerings with no improvement.

The last email that I received asked for specific numbers that I was trying to call. I sent this info and got a reply saying that they could not call the numbers either, and that I should wait a while and try again. Note that one of the numbers that I cannot call is 911.

To be honest, if I didn't rely so heavily on being able to receive the incomming calls and being able to choose my area code, I would have disconnected service months ago.

Anyway, here is the information that I am supposed to include. Maybe posting here will get some reults.

Location: Portland, ME
ISP: Time WArner Cable
Speeds: 7.87Mbs down and 491 kbps up
Modem: Scientific Atlanta DPX2203
Vonage Adapter: Linksys RT31P2
Setup: Modem->Adapter->PC
Problem: No outgoing other than 800 and other Vonage numbers

Speed test statistics
---------------------
Download speed: 7872256 bps
Upload speed: 491088 bps
Quality of service: 99 %
Download test type: socket
Upload test type: socket
Maximum download pause: 15 ms
Average download pause: 2 ms
Minimum round trip time to server: 58 ms
Average round trip time to server: 58 ms

Voip test statistics
--------------------
Jitter: you --> server: 4.3 ms
Jitter: server --> you: 8.3 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 0.0 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Number of supported Voip lines: 8
Estimated MOS score: 3.9

Posts: 5 · New Forum Member Joined: Jan 15, 2007 Posts: 5

Just side note. It is worth noting that I can call any number without a problem using my softphone (X-Pro Vonage). This pretty much rules out the PSTN question adn puts is back on Vonage.

Posts: 414 · Posted: Mon Jan 15, 2007 4:27 pm Post subject:

To start with, what happens when you try to make an outbound call to PSTN? Do you get a recording, dead air or something else?

Posts: 5 · New Forum Member Joined: Jan 15, 2007 Posts: 5

Sorry, I was so busy ranting I left that out.

I get a ring out tone then: Lines are Temporarily Busy, Please Try again Later O106

When I dial 9-1-1, I simply get a standard (not fast) busy

J

Posts: 414 · Posted: Mon Jan 15, 2007 5:21 pm Post subject:

That is definitely a Vonage server side issue then. I am not sure that anyone here will be able to help you with this issue unfortunately, unless some undercover Vonage employees want to take a look at it for you. You may want to try the forums contact Vonage link, as it may get special attention from what we have been told.

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

Let me add that this is pretty ridiculous. If I were you, I would use the contact page and also call the 888 250 1799 number. Tell customer service (not technical service) what you've told us, and tell them that they can fix it post haste or lose a customer. Then follow through.

Posts: 414 · Posted: Mon Jan 15, 2007 8:20 pm Post subject:

Steve48 wrote:

and also call the 888 250 1799 number. Tell customer service (not technical service) what you've told us

This number goes to Tier-2 Tech Support, so if you are looking for customer service this is not the number to call. To get customer service you need to call 1-866-242-4357, there is no more direct number to them. This would be something tech would have to resolve though, so the number Steve listed should be good.

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

Thanks for the correction. I could have sworn that I'd gotten a menu to get to either CS or TS using that number before.

However, I'm really puzzled now. I just tried it and got a message that it's been disconnected (!).

Posts: 414 · Posted: Mon Jan 15, 2007 9:46 pm Post subject:

I know the techs you get when you call that number and bypass tier-1 support have been saying they were going to be removing all numbers other than the main 1-Vonage-Help number. They have been saying this for quite a while now, but maybe it actually has gone into effect now. It was working up until just the other day, so I guess they must have just removed it, other than that I am puzzled too.

Posts: 5 · New Forum Member Joined: Jan 15, 2007 Posts: 5

I cannot actually believe tat I am saying Good News and Vonage Technical Support in the same email, however, I did email using the link in the forum and received an INTELLIGENT email back almost immediately. I replied to this email (asking for more details) and them received a call from someone that was clearly in NJ.

We tested and tried a few things with no change and he sent me a replacement modem, this time an RTP300.

Interestingly before I swapped the modem, I tested my phone and I was able to dial out to any number that I tried. I don't know what to make of this. My only thought is perhaps when they added the RTP300 to my account it fixed something. Strange, because I think it broke when I added my V-Phone about 4 months ago.

Any, everything it ok now though the RTP300 hisses a bit.

Thanks for the idea of email from the forum link!

John