What info should I get for troubleshooting bad quality calls

Posts: 30 · Vonage Forum Junior Joined: Dec 18, 2006 Posts: 30

Before I call technical support, is there something you folks can do to help me try and trouble shoot our troubles. What things do I need to do, what info do I need to gather, etc.
We have time warner cable, which goes to the Vonage router, than to the computer and from Vonage router to phone jack. Our calls sometimes get bumped to our cell (we have it set up that way if the network is down) or they are just bad, choppy, hearing every 4th word type of thing. What can I check to do and try to improve the quality?

Thanks,

Posts: 208 · Posted: Tue May 08, 2007 11:58 am Post subject:

Sounds like you have a pretty direct connection from your cable modem to your Vonage.

9 times out of 10, they will troubleshoot the ISP first. I assume they will ask you to connect the PC to the Modem and bypass the Vonage for a few min to run speed tests. Have a cell phone handy.

Posts: 30 · Vonage Forum Junior Joined: Dec 18, 2006 Posts: 30

Can you tell me what the technical support number is in case I can't log on the internet from home and my work computer blocks it so I can 't see. I'll take that home and call from there.

Posts: 208 · Posted: Tue May 08, 2007 12:43 pm Post subject:

It's 1-VONAGE-HELP and then option 1 for english, then I think option 4 for technical support.

If you can't understand them because of their language, tell them, and they'll transfer the call.

Posts: 4777 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4777

If you look at the sticky message at the top of this forum, you'll see a list of technical details that we ask folks to post if they want us to try to help. Going through the list and jotting down all that information should also be a help if you're going to talk with customer service.