Simulring/Net unavail number failure

Posts: 1715

Is anyone else having problems with Simulring/Network Unavailability causing call problems?

Right now I have my Vonage box unplugged because I'm on the road. When someone calls me, my cell phone rings, I answer it and can have a conversation with the person for about 10-15 seconds, then I get an additional incoming call on my cell phone with the callerID of the person I'm calling and then I can hear the person but they can't hear me, regardless of if I switch over to the call or not. Then about 10-15 seconds later, the call gets disconnected even if both parties don't hang up.

Trying to get Vonage (or "Wonridge" as the offshore support people say it) technical support to understand the issue is about as enjoyable as driving nails into my hands... anyone have any suggestions on how to get through to a tech which understands their network? In days of old it used to be easy to escalate the call to Level 2 or Level 3. I've dropped close to 30 calls over the past two days this way and it's causing major problems for me, as some of my work is highly time-critical.

Posts: 87 · Vonage Forum Senior Joined: Oct 26, 2006 Posts: 87

do you have both simulring and Net Avail set at the same time with the device disconnected?

what it sounds like is happening is that the simulring is ringing your cell and you answer the phone but there is a delay on the Net Avail setting that is ringing in after you are already on the phone or vice versa

I think the Net Avail setting is set to take precedence over all other features so it may be placing the first call and the second call comes from simulring, but the delay is cuased by the transition to the cell phone route, like when you place a call to someone and there is a that 4-5 seconds before the phone starts to ring

turn the simulring off if the device is not connected and let the Net Avail setting handle the call

as far as the higher tech thing goes just call in and tell the lower level techs that you have called in about this issue several times and already spoke to an Advanced Tech about it and would like to be tranfered to the NJ office, you may have one stop on the way there but that should get you there

Posts: 6 · New Forum Member Joined: Apr 16, 2007 Posts: 6

I agree with emac, the two features are conflicting with each other. if your box is at home and unplugged, just turn off the simulring. let the network availability feature work. if it is still plugged in, then try resetting both of those features. just disable, save, then enable. That should probably work. or you can always take your box with you.

Peace,
Bill Smile

Posts: 1715 · Posted: Wed Apr 18, 2007 8:09 am Post subject:

Indeed, both are set to the same number, as they have for the past 2 years without conflict. The problem has only occurred over the past 2 weeks, indicating a problem on Vonage's end. The trick is trying to get Vonage to understand this and fix it. In days of old, Simulring overrode Net Unavail. Obviously they've changed something somewhere.

Because of the way I work, I need both Simulring and net unavailability to go to the cell phone, otherwise I'd be screwed. Most of the time I'm on the road, so my internet connection comes in through EVDO, which isn't compatible with Voip (at least I've not been able to get a clear connection over it yet), so the Vonage box sits on one of my hardwire data networks and I do use it when I'm there, but that's only 2-3 days a week. The rest of the time I depend upon the forwarding to work. Still not working, btw. Haven't had a spare hour to waste on this issue yet. So far I've just put up a "this number has changed" recording on my Vonage voice mail and picked up a DID from my wholesale Voip provider at work in the same area code. $0.75/mo per DID and I already have a Voip PBX.

Posts: 66 · Full Forum Member Joined: Jul 20, 2006 Posts: 66

VonageTPA wrote:

Trying to get Vonage (or "Wonridge" as the offshore support people say it) technical support to understand the issue is about as enjoyable as driving nails into my hands... \.

To me, talking to those offshore idiots is more like having my nuts nailed to the floor.