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Trinijoy
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Joined: Dec 22, 2005
Posts: 143

PostPosted: Wed Feb 14, 2007 11:51 am    Post subject: Reply with quote Back to top

...

The issue started early in the morning. Most people weren't even at the job. The IVR message and dashboard message were posted within 2 hours of it happening. Things are not instant.
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ibcs
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PostPosted: Wed Feb 14, 2007 11:53 am    Post subject: Reply with quote Back to top

We are not getting calls from from our virtual numbers. We are getting customer complaints.
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Djinn
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Joined: Sep 07, 2005
Posts: 34

PostPosted: Wed Feb 14, 2007 11:57 am    Post subject: Reply with quote Back to top

Trinijoy wrote:
The issue started early in the morning. Most people weren't even at the job. The IVR message and dashboard message were posted within 2 hours of it happening. Things are not instant.

Mea culpa... I didn't notice the dashboard message:

Quote:
Service Announcements
At this time some customers are experiencing intermittent issues making and receiving calls. Our engineers are aware of the issue and are working towards resolving it as soon as possible.

Thank you for your patience in this matter and we apologize for any inconvenience this may cause.


Credit where credit is due. It's not the most informative message, seeing as the whole thing boils down to "We're working on it," but it's something. I'd feel a little better if it was updated every hour or two, with a timestamp demonstrating that someone was taking the time to provide relatively current information. Even if the update read "Bad news folks; it's worse that we thought. Service will be sporadic for at least the next four hours." I could forgive them - if they gave us the updates.

Oh yeah... If the "emergency forwarding" service (which forwards calls to a designated number in the event of a network problem) is not working, that really should be mentioned in the notice.
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jungleland
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Joined: Feb 14, 2007
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PostPosted: Wed Feb 14, 2007 12:00 pm    Post subject: Reply with quote Back to top

Djinn wrote:
Trinijoy wrote:
The issue started early in the morning. Most people weren't even at the job. The IVR message and dashboard message were posted within 2 hours of it happening. Things are not instant.

Mea culpa... I didn't notice the dashboard message:

Quote:
Service Announcements
At this time some customers are experiencing intermittent issues making and receiving calls. Our engineers are aware of the issue and are working towards resolving it as soon as possible.

Thank you for your patience in this matter and we apologize for any inconvenience this may cause.


Credit where credit is due. It's not the most informative message, seeing as the whole thing boils down to "We're working on it," but it's something. I'd feel a little better if it was updated every hour or two, with a timestamp demonstrating that someone was taking the time to provide relatively current information. Even if the update read "Bad news folks; it's worse that we thought. Service will be sporadic for at least the next four hours." I could forgive them - if they gave us the updates.




I could not agree more...It lets you know that someone is there, really working on it, and keeping you updated, it's something and that helps comfort those without service...
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Trinijoy
Vonage Forum Senior
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Joined: Dec 22, 2005
Posts: 143

PostPosted: Wed Feb 14, 2007 12:01 pm    Post subject: Reply with quote Back to top

You wanted a warning message.

How is the warning message not good enough?

I am actually not understanding what you are trying to say.
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Ricambi
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PostPosted: Wed Feb 14, 2007 12:20 pm    Post subject: Still down in North Carolina Reply with quote Back to top

FWIW, service is still an absolute mess in North Carolina (standard Vonage router), and via Softphone. No inbound calls are working. The simulring settings on the website do not seem to be recognized, or there is a serious lag between website clicking and actual utilization on the phones.

Big frickken mess, and now the service announcement isn't on the page anymore. Believe me, it's not fixed here.
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thrllskr
Vonage Forum Associate
Vonage Forum Associate


Joined: Jan 23, 2007
Posts: 12

PostPosted: Wed Feb 14, 2007 12:28 pm    Post subject: Reply with quote Back to top

Trinijoy wrote:
You wanted a warning message.

How is the warning message not good enough?

I am actually not understanding what you are trying to say.


You MUST work for Vonage.

I think we all know what he is trying to say. Some of us rely on phone service for our business or job. That's pretty damn important, and we'd like Vonage to act like it is. Saying "we're having problems" and leaving that same message up for four hours doesn't do any good. Keep people informed with detailed, HONEST information and you'll get less calls and have better customer satisfaction.

What if your mechanic left you a voicemail in the morning that just said "found a problem with your car. I'm working on it" and you didn't hear from him the rest of the day. Would that suffice for you?
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gmchenry
Vonage Forum Junior
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Joined: Aug 26, 2006
Posts: 35

PostPosted: Wed Feb 14, 2007 12:36 pm    Post subject: Reply with quote Back to top

jungleland wrote:
Word is that they are migrating over to new telephone switches this week...Anyone know anything about this?
It wouldn't surprise me a bit. Every other outtage I've had from Vonage was the result of a poorly planned 'update' or 'upgrade' of some kind.
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Trinijoy
Vonage Forum Senior
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Joined: Dec 22, 2005
Posts: 143

PostPosted: Wed Feb 14, 2007 12:39 pm    Post subject: Reply with quote Back to top

The phones went down for a total of 3 1/2 hours not the entire day. Your illustration doesn't make sense. From the time we take to get the information that there IS an outage, FROM customer's calling in, then make an IVR and put a message on the dashboard does take time. These things happen, but not often.

I think the response time was quite fast.
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gmchenry
Vonage Forum Junior
Vonage Forum Junior


Joined: Aug 26, 2006
Posts: 35

PostPosted: Wed Feb 14, 2007 12:42 pm    Post subject: Reply with quote Back to top

If you can't login to get to the dashboard, a dashboard message is as useful as tits on a bull.
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