can't complete cell calls to Vonage number

Posts: 8

Hi All,

Just sent this email to tech support. Have searched 9 pages of posts without finding a similar problem posted, and would appreciate any help you can offer:
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I'm still unable to place cell calls to my Vonage number (my cellular carrier is ATT). I still get the message that the number has been disconnected.

I got off the phone with a Vonage tech support person a few minutes ago. During the call, he put me on hold and tried calling my vonage number via Verizon and T-Mobile. He was able to get through to my voicemail. When he tried calling via ATT mobile, he was unable to get through.

He told me this was a problem on ATT's end. I called ATT and they see nothing wrong on their end; they tell me it must be on Vonage's end.
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details:
When calling cell->Vonage I get a "the number . . . has been disconnected" message

when calling Vonage->cell, all is well.

Thanks in advance,

rudi

Posts: 8 · Posted: Sun Nov 14, 2004 4:05 am Post subject: ps

just an observation (not a criticism) and some further rambling:

In posts from months back, I noticed a few comments about Vonage not outsourcing their customer service to India. I suspect that has changed; the fellow I spoke with had a heavy accent and it sounded as though the other voices in the room were thickly accented as well.

I'm mentally preparing myself to call again; his saying that ATT Wireless is not terminating its calls properly didn't convince me at all, especially after I called ATT and they said things were fine on their end.

The 40-minute hold time isn't an issue; I work at home, have a speakerphone, and the call is free.

Will details post if a solution is reached.

It's starting to be worrisome not being able to reach my wife at home via the cell. The problem began shortly after our number was fully transferred over. Can anyone tell me if it's possible that Qwest, our former POTS provider, has something to do with the problem?

thanks again . . .

Posts: 8 · Posted: Sun Nov 14, 2004 5:10 am Post subject: follow-up (retraction)

This time I only held for 11 minutes, and spoke with an American (or Canadian) tech person, who was 100% comprehensible, was not talking in a crowded room, and who also swore up and down that ATT Wireless must be the culprit.

Perhaps Vonage has an outsourced overflow customer service center? The first guy sounded a bit dazed, and was at a loss for words much of the time. Not so tonight.

Once again I dialed my home phone with cell and let the techs listen (first Vonage, then ATT).

Again, Vonage swears it isn't them (he called my home phone on a couple of cells), and ATT swears it's not them (the "We're sorry, the number you have reached" message is delivered by a female voice, with no error code, and ATT's messages are male-voiced).

Tried calling Qwest but the hold felt bad so I'm waiting till Monday.

I RULE this thread! (sorry, gotta find the joy SOMEwhere)
javascript:emoticon(' Hobbes

')

Posts: 9 · New Forum Member Joined: May 23, 2003 Posts: 9

A couple of questions ...

Is the number that you are trying to reach a "Vonage assigned number" or is it a number that was ported from your previous local telco?

When you are calling from the mobile phone, are you dialing 7 or 10 digits? If only 7, try with 10 ... or I think AT&T will even route a call using 11 digits 1+AC+Number. See if it's a local routing issue.

The telco HAS the technology to watch where their calls are originating, terminating, and routing from point-A to point-B ... the exercise in futility is finding the tech who wants to use it when you call.

Posts: 8 · Posted: Mon Nov 15, 2004 5:22 pm Post subject:

The number I'm calling was ported from Qwest.

I'm dialing 10 digits from the mobile (sometimes 11, as I add 1 to try to get it to work).

The mobile is a different area code. When I try dialing 7 digits, just out of desperation, I DO get a female-voiced ATT error message.

"Exercise in futility" . . . yeah. I tried minor wheedling with both Vonage and ATT, but both were pretty hard-hearted.

Today, Qwest.

Posts: 10 · Vonage Forum Associate Joined: Nov 17, 2004 Posts: 10

I am in Canada and up here we have the same problem with my line. Some of my friends can't call me from their cells, and naturally, Vonage insists that I call the carriers involved. So I did. We went through some MAJOR log files and lots of other stuff, made calls at specified times so they could trace the calls, etc., and Fido couldn't find anything wrong. Vonage still insists it's not their problem.

Obviously, we're still getting out money's worth, but JUST that amount. Using Vonage sure cuts on my long distance bills, but once I am more on my feet after all the expenses of moving up here, I'm going to go back to my $150/month phone bills. The money you save comes out of the customer in other ways that eventually I'm going to find totally unacceptable.

C5

Posts: 8 · Posted: Tue Nov 16, 2004 11:42 pm Post subject:

That IS interesting, if discouraging (to hear that they couldn't figure anything out). I hate to say it, but I'm glad I'm not the only one.

I called Qwest today (former POTS provider) and got through right away to a very nice but very baffled young woman. She put me on hold and tried calling my Vonage number, and got my voicemail (nice to know that it works through all of this, as it did with Vonage and ATT support).

She said it was the strangest thing she'd heard of in a long time, and suggested I go to an ATT store and have them try to call my Vonage number.

I may end up in some Twilight Zone infinite loop.

Posts: 28 · Posted: Wed Nov 24, 2004 10:47 pm Post subject:

So the 3 parties involved are Vonage QWEST (old carrier) and ATT (carrier that cant complete to Vonage. Lets diagram that:

VONAGE ______________ ________QWEST______ATT

CALL originates from ATT-----hits QWEST CO that should be translating to Vonage's CLEC CO and then over to the digital realm and on to your device.

IF ALL others can reach you but not from ATT. Problem is with ATT. More than likely their routing table needs to be updated.

Why you ask? Well sure can't be Vonage's fault as the call isn't originating from their network. Strike 1.

Can't be QWEST as other networks seem to hit CLEC and then Vonage network fine. Strike 2.

SEEMs like ATT can't do what other carriers can (connect to Vonage network when dialing that number) HOME RUN!!

have them update the routing table for your port DID. If they don't simply mosey on down to your Public Utiiltiy Commission office (PUC) file a complaint against ATT and watch those bastards get to jumping in that CO and translating that DID to the correct trunk LATA whereever!

Mole

Posts: 8 · Posted: Thu Nov 25, 2004 3:15 am Post subject:

Thanks Mole,

I will google CLEC, DID, etc., before giving ATT another call, so I can come from a more informed position.

Sorry for the ignorance, but you're saying Qwest IS still involved in the routing of my calls? I was only guessing at that before.

Yesterday I learned that it's not just my ATT phone that can't reach my Vonage number (though it CAN get to the Vonage voicemail number). My cousin reported he got the "disconnected" message when trying to call me yesterday on hi ATT mobile.

Will take up the fight again Monday, once all the turkey and such has cleared my system.

Happy Thanksgiving to all!

rudi

Posts: 8 · Posted: Sat Dec 04, 2004 7:56 pm Post subject: UPDATE: YAY!!!

I've regularly been trying to call home with my ATT cell, and tonight I'm finally able to get through. Thank goodness.

I guess someone's routing table got updated. I am now fully satisfied with our VOIP service, if mildly worried that something else will go wrong.

Thanks to all who posted advice/information, in this string and others (about pay phones and such). It really helped me remain hopeful.

peace,

rudi