Voice mail access cut off from one of two merged accounts

Posts: 2 · New Forum Member Joined: Jan 15, 2007 Posts: 2

On Saturday I worked with Vonage's "advanced support" people to merge our two separate Vonage accounts into one. We had two routers--one Cisco/LinkSys, the other Motorola, for a home line and work line respectively.

Now both lines work on the one Motorola router, and the Cisco is completely disconnected. All went well but for the total inability to access voice mail for the old work account, which used to be on the Cisco router.

Calling the number gives the following generic announcement:
"you may leave a message for the person you are calling by entering their mailbox number; to enter your mailbox number, press #" If you press pound and enter the work phone number, it says "the mailbox you have entered is invalid." Curiously, the exact same message and results obtain by dialing *123 from the work line.

An hour and half on the phone with Vonage yielded no progress. Ultimately we were told they'd "do a ticket," and we have to wait 48 hours to see if anything changes. That's way too long; this is a customer service number for our little company.

Any ideas? Thanks.

Posts: 293 · Vonage Forum Master Joined: Jan 22, 2006 Posts: 293

I gather what you really did was take two lines on two routers and placed them both onto one router. I am curious as to why you would do that as I would think there would be some inherent benefits by having two routers each with one line. Benefits such as increased portability and also a ready backup incase one device failed.

Other than trying to get a higher tech support, and tech support with this company does make life an adventure, it is definitely something on their end. I think you could just forward all calls to the working number for now and use that 1 voicemail box.

Also, I'm posting this more than the 48 hours they gave you so I would hope that they have rectified the solution.

Posts: 2 · New Forum Member Joined: Jan 15, 2007 Posts: 2

Thanks Outerfire. Yes, they fixed it after about 30 hours. We combined two lines into one router so that we could put both on a one 2-line phone.

Cheers