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tplink Posted:
Im trying to add
my HT802 vonage
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network. I
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Topic:
Vonage behind switch
On Dec 05, 2016 at 06:35:11

DWSupport Posted:
After recent
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On Nov 10, 2016 at 12:23:26

peterlee Posted:
Had a call from a
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Ontario to my home
in
Scarborough, Onta
rio
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TELLDOUG Posted:
I am looking for a
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make my phone ring
louder so I can
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On Oct 26, 2016 at 09:21:30

HildBeft Posted:
You can recollect
password by
connecting the
router to your pc
and open the
browser
...

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Hard Wiring - Installation
Topic:
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On Oct 20, 2016 at 05:05:49

HildBeft Posted:
Great tips..
Thanks for sharing
...

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On Oct 20, 2016 at 04:55:03

massrman Posted:
The devices are
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different price
margins , please
share your
estimated
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Topic:
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On Sep 30, 2016 at 00:48:03

massrman Posted:
Hi these are most
commonly used SIP
PBX interops and
their
configuration
guides,
...

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On Sep 30, 2016 at 00:37:45

Sammy00 Posted:
Has anyone setup a
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...

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On Aug 30, 2016 at 10:38:01

James44 Posted:
Hi, I am
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matth
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Joined: Dec 07, 2004
Posts: 281
Location: Williamsport, PA

PostPosted: Wed Dec 15, 2004 3:53 pm    Post subject: Reply with quote Back to top

Ok... Vonage is not passing the buck... phone switching is an extremely complex network. Routes are programmed in by hand, and people DO make mistakes. If a cell phone caller can not call into your Vonage phone it is because there is a route problem and it is most likely with your cell phone companies provider. They are not routing the number dialed to the vonage/level3 equipment.
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matth
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Joined: Dec 07, 2004
Posts: 281
Location: Williamsport, PA

PostPosted: Wed Dec 15, 2004 3:58 pm    Post subject: Reply with quote Back to top

Ok... Vonage is not passing the buck... phone switching is an extremely complex network. Routes are programmed in by hand, and people DO make mistakes. If a cell phone caller can not call into your Vonage phone it is because there is a route problem and it is most likely with your cell phone companies provider. They are not routing the number dialed to the vonage/XO equipment.
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matth
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Joined: Dec 07, 2004
Posts: 281
Location: Williamsport, PA

PostPosted: Wed Dec 15, 2004 3:59 pm    Post subject: Reply with quote Back to top

Ok... Vonage is not passing the buck... phone switching is an extremely complex network. Routes are programmed in by hand, and people DO make mistakes. If a cell phone caller can not call into your Vonage phone it is because there is a route problem and it is most likely with your cell phone companies provider. They are not routing the number dialed to the vonage/XO equipment.
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JScott
Vonage
Representative
Vonage<br>Representative


Joined: Dec 09, 2004
Posts: 79
Location: New Jersey

PostPosted: Wed Dec 15, 2004 10:31 pm    Post subject: Reply with quote Back to top

I haven't been posting & responding to you guys issues very long, but those of you who have gotten somewhat familiar with me can see I genuinely care about you guys as Vonage customers & I will share all the knowledge I gain as a Vonage Tech Support Specialist to assist you guys as much s I can. We get calls from irrate customers ALL DAY LONG, irrate for one reason or another...LNP, choppy audio, dropped calls, one-way audio, can get VM messages, unable to send faxes, etc., but ONE THING that really irks me, is when a customers says to me, "If I knew I was gonna have this problem I never would have left Verizon (or SBC, Quest, MCI, etc.)" Give me a f****n break with that bulls***t. 99% of you all left your previous carrier for one thing....YOU ARE SAVING 1/2 to 2/3 DIFFERENCE OFF YOUR PREVIOUS PHONE BILL. And most of u know DAMN WELL, that despite the problems and inconvenience you may be experiencing now, that eventually we WILL get to the heart of it...and you KNOW you aren't going ANY DAMN PLACE.
Voip is a fairly new technology, and like everything it has it's kinks & wrinkles that need to be ironed out, but most of our technically savvy customers know this...and those of you who go into this blindly without ANY IDEA what Voip is or what to expect from the technology, well as they say, "There is NO excuse for ignorrance!"
I don't wanna come across as arrogant or mighter than thou...man I truly sympothize with alot of you guys. Monday I received a call from a Middle Eastern Indian woman. For a couple of weeks her ability to make international calls to India was intermittent...off & on. She had called Tech Support a few times previously for help...not sure what the end result of those calls were, but Vonage has had a continuous battle with the international calling aspect of our service (by the way, a byproduct of the technology, not just a Vonage issue). Her father had passed that day and as bad luck would have it, she was unable to place any international calls to India...unable to reach her mom & family. Normal troubleshooting procedure calls for me to ask her for the specific number she was calling, place test calls to that number from a PSTN line and a Vonage line, which I did. PSTN line call went thru ok, reached & spoke to her heartbroken, distraught mother. This woman cried on the phone with me, how hurt & upset she was that her daughter could not reach & speak to her father before he left them. I felt so bad for her. I informed her I may be calling her right back, that I was teasting the call quality. Called from a Vonage line....did not go thru. Went back to our customer (who was holding for me). She also cried on the phone to me, pleading with me to get her phone right. "My father is gone" she said. "This is the man who raised me, held my hand as I crossed the street as a child, put me thru medical school!" I felt absolutely f***king horrible. Although I knew it wasn't my fault she couldn't place her calls, at that moment, to her I WAS Vonage,and she wanted Vonage to feel her pain...and I did.

The moral to all this is, when u guys call us with your issues & distain for Vonage, just remember that we (Customer Care Reps) are not the bad guys, neither is Vonage for that matter, the technology is...but IN TIME will become a great friend.

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craigf
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PostPosted: Wed Dec 15, 2004 11:00 pm    Post subject: Reply with quote Back to top

JScott,

I'm sure a lot of us appreciate Vonage reps posting here, but I think it's quite unprofessional to use tone and language that you have chosen to use.

Last week I was about to cancel Vonage. Sure, I was saving money, but my call quality was horrible. I knew Vonage wasn't at fault, it was my internet connection. I had Chater come out and test the line--it was fine. I had them replace my cable modem, still didn't resolve my issues. I bought a year membership to www.bandwidthplace.com to test my connection, and narrowed my connection issues to my 4 month old Netgear WGR614v4. I couldnt' believe it.

I've been running the last 5 days without the Netgear router, instead using the RT31p2 as the router. I'm consistantly getting 2.7-3.0Mpbs downoad and 260Kbps upload.

No one has complained about call quality since.

Craig
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JScott
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Joined: Dec 09, 2004
Posts: 79
Location: New Jersey

PostPosted: Thu Dec 16, 2004 12:29 am    Post subject: Reply with quote Back to top

Oh my goodness.....please. I'm sure I haven't expressed any words here that haven't come out of ur mouth at one time or another. And I at least *** out portions of my profanities. Give me a break.

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craigf
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PostPosted: Thu Dec 16, 2004 12:43 am    Post subject: Reply with quote Back to top

JScott wrote:
Oh my goodness.....please. I'm sure I haven't expressed any words here that haven't come out of ur mouth at one time or another. And I at least *** out portions of my profanities. Give me a break.


That's your defense? So if I'd call tech support, should I expect to be talked to this way? I don't think so! What would happen if your manager heard to talk to customers like this?

I inferface with clients daily, and I would never think of using language like this when talking to them.

Talk to your friends with this language, don't talk to your customers like this.
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espaeth
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Joined: Dec 16, 2004
Posts: 19
Location: Minneapolis, MN

PostPosted: Thu Dec 16, 2004 1:27 am    Post subject: Reply with quote Back to top

craigf wrote:


That's your defense? So if I'd call tech support, should I expect to be talked to this way? I don't think so! What would happen if your manager heard to talk to customers like this?


Well, posting in an on-line form with no official affiliation with Vonage is a little different from lashing out at customers on a support call.

I wouldn't want this guy's job for the world -- I know of customers that will call in to service departments just to yell at someone, not actually seeking any kind of appropriate resolution.

The phone company owns a complete closed system over which they deliver service; they own the inteface box outside your house, they own the structured cable plant, and they own and operate the phone switch giving you service. If something is broke, they are literally the only people that can fix it -- it is *always* their problem. Vonage is a service that is built on a combination of your ISP, public Internet backbones, and their gateway equipment. Ultimately they are going to be blamed for issues in all of those segments, regardless if they can do anything about it.

Give the guy a break.

If frustration at your workplace has never resulted in you resorting to obsenities, then you sir are a better man than I.
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matth
Vonage Forum Master
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Joined: Dec 07, 2004
Posts: 281
Location: Williamsport, PA

PostPosted: Thu Dec 16, 2004 7:46 am    Post subject: Reply with quote Back to top

I agree somewhat with you es... however.. if he's going to post here in this non-office forum as a 'vonage rep' then he should be remembering that he is representing the company!
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craigf
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PostPosted: Thu Dec 16, 2004 8:38 am    Post subject: Reply with quote Back to top

matth wrote:
I agree somewhat with you es... however.. if he's going to post here in this non-office forum as a 'vonage rep' then he should be remembering that he is representing the company!


That's exactly my point. He's representing the company, and should act professionally.
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