Kudos to Vonage service

Posts: 28

Guys, when someone posts a message,i read it all, THE CID problem and the mail that i posted was after 3 days of Trouble Shooting, everyday for 3 to 4 hours. Then they came up with that answer, Even when i log to my account on Vonage's site, it tells me Caller ID and writes the number only. All the techs were not understanding what was going on. THEY CALLED ME FROM 2 Differrent Vonage numbers and still i get the number only, Guys as i mentioned before i am a 3rd LEVEL TECH for a very respectable company, High Speed Broad band Internet.
I know how the NETWROK works with any communication NETOWRK.

Thanks for all the help, but Vonage has lots of problems they must not lie about it, and they have to credit people that having problems because all that is depends on the DSLAM or the Aggregator that the cx is connected to.

Thanks again CHeers

Posts: 94 · Vonage Forum Senior Joined: Sep 15, 2006 Posts: 94

Someone mentioned above as to why I was happy even tho I was without service for 24 hours. Let me explain. First, we have two Vonage #'s, so the loss of one number for 24 hours wasn't an issue. It was an outgoing only loss -- we still received phone calls by rolling over to the other Vonage line. When I do customer service via email, I expect responses within 24 hours; really no earlier. Otherwise, I'd call and expect more prompt service.

Anyway, I'm a happy camper. I've had to deal with Vonage CS two times -- one with a voicemail issue when we ported an existing # and this situation, and both times I've been satisfied. The first time I called, and was immediately moved to Advanced Tech Support onshore, and the second time they immediately forwarded my email to ATS.

Unfortunately, offshore customer service is almost a necessary cost constraint these days. For all onshore customer service, Vonage would have to greatly increase their fees to pay American wages. At the very least, it's not like Vonage is lining their pockets with the cost savings . . . .

Posts: 208

bmerdinian wrote:

Guys, when someone posts a message,i read it all, THE CID problem and the mail that i posted was after 3 days of Trouble Shooting, everyday for 3 to 4 hours. Then they came up with that answer, Even when i log to my account on Vonage's site, it tells me Caller ID and writes the number only. All the techs were not understanding what was going on. THEY CALLED ME FROM 2 Differrent Vonage numbers and still i get the number only, Guys as i mentioned before i am a 3rd LEVEL TECH for a very respectable company, High Speed Broad band Internet.
I know how the NETWROK works with any communication NETOWRK.

Thanks for all the help, but Vonage has lots of problems they must not lie about it, and they have to credit people that having problems because all that is depends on the DSLAM or the Aggregator that the cx is connected to.

Thanks again CHeers

So, attempting to decipher your post, it sounds like your inbound caller ID is only showing the number only? From Vonage's test calls to you it SHOULD only show the number because they don't have outbound caller ID name. Secondly, depending on what comes up through the network, it may not be a Vonage issue. Vonage pulls their caller ID from national databases, at random, so if those aren't updated then you'll get the old info.

Vonage also can't make changes to inbound caller ID because they don't own the numbers. It's a security issue. Just like Bell Sympatico or MCI Canada can't just jump in to the Vonage database and modify it, Vonage has to follow the same principle. Which is difficult, because most companies won't talk to Vonage since they're not customers.

Posts: 1123 · Vonage Forum **MVM** Joined: May 26, 2005 Posts: 1123

I don't know, I still think something might be wrong with the "NETWROK", I mean the "NETOWRK".

I meant the Network. Very Happy

Posts: 28 · Posted: Thu May 17, 2007 7:28 pm Post subject: caller ID

I was with BELL And it was working just fine, everything was showing NAME and NO, as soon as i got ADSL No local, (VOANGE), this problem started.

Posts: 208 · Posted: Fri May 18, 2007 1:34 am Post subject:

Caller ID is handled on a best effort basis in Canada. "VOANGE" is pulling the same information that bell pulls from the database.

Try a different phone, try the other phone port. Troubleshoot.

Posts: 2257 · Posted: Fri May 18, 2007 7:52 am Post subject: Re: caller ID

bmerdinian wrote:

I was with BELL And it was working just fine, everything was showing NAME and NO, as soon as i got ADSL No local, (VOANGE), this problem started.

OK, fair enough. Two things:

1. Go to the sticky thread entitled "what to post when you are having technical trouble with Vonage" and post the information. In your case, since you aren't having actual quality issues, you can skip the Voip test, but knowing little details like what adapter you are using, whether you are using your house wiring, etc, can be important in diagnosing CID issues.

2. Start a new thread. Someone else was saying something nice about one aspect of Vonage, and you decide to criticize Vonage on a completely different subject - if you actually want help with your problem rather than just a place to rant, you're better off posting an actual request for help, and not pissing on someone else's parade.

Caller ID is a function of many variables, and there are Vonage devices that (if you are running older firmware) have trouble showing caller ID. Home wiring and the interference it introduces can also be problematic, but Vonage has ways of fixing that. No one on this forum can make any assessment of what the problem may be until we know more about your setup.

It may, in fact, simply be Vonage's limited access to the Canadian CID databases, or it may be your equipment.

Start a new thread, ask the question, give the information, and someone may be able to help.