No Caller ID sent for ALL Outgoing Calls

Posts: 1 · New Forum Member Joined: May 29, 2007 Posts: 1

I am referencing another posting (http://www.vonage-forum.com/ftopic8113.html), which refers to the issue of caller ID's appearing on outgoing calls.

I have been with Vonage for almost a year. We recently (within the past 2 months) added a second line. At least since that time, our existing line has not been showing with a caller ID when making outgoing calls to people. It shows up as Private Number. We are NOT withholding our number and friends are refusing to answer our calls. The new number shows correctly so I am lost!

I have spoken with technical support 5 times and even threatened to cut off our service, which we rely on unfortunately. They tell me the number is owned by a third party operator and they must fix the issue. I logged a ticket with Vonage for the engineers to look into this, but they have told me it has done out to the operator and I have not had any response from them. I am totally fed up with being given the runaround, TOTALLY FED UP! I worked out now that since I got Vonage I have spent around 19 hours on the phone (am also now on my third router). On top of this I have to deal with the fact that my number worked fine until recently and I do not understand how this could all go wrong. We have also paid for a year of service.

If there is someone else out there with the same issue please let me know. I have given up contacting Vonage and am now looking for an alternative provider. I cannot speak to anyone with any intelligence or common sense to help me resolve this quickly. Last time I called, I went through 3 tiers of support. Advanced technical support was a joke. it was so advanced that the problem still exists. If my company operated in the same way, we would have been long gone. Don't get me wrong, I am a great supporter of Vonage until something goes wrong. I am paying for a service I do not receive.

Posts: 881 · Vonage Forum Evangelist Joined: Nov 05, 2005 Posts: 881

I had this exact same issue with my outgoing caller ID information displaying as Private. It had something to do with the provisioning of the new device I received for a replacement adapter. I sent you a pm, check your Inbox.

Posts: 11 · Vonage Forum Associate Joined: Mar 10, 2007 Posts: 11

There is something in your account settings for the devices. for each device you have it has the phone number(s) that are assigned to it. in the settings for these numbers there is a field called "line display name". this field needs to be filled with your phone number for the carrier to know what number to look up when assigning a caller ID name. If the do not have this, they will not know what number is trying to make a call and will slap on a tag that just says something like private/ anonymous. I used to see these every so often when I worked as an engineer in Tier 3 for Vonage, and sometimes Advance Technical Support would catch them as well. Unfortunately I do not work for them anymore. Regardless, this is simple issue where all they need to do is remove the line that is have the caller ID problem from the device, and then re-add the line. The system should automatically fill in the "line display name" field and it usually is only about an hour before everything is updated.

Posts: 208 · Posted: Sat Jun 02, 2007 4:12 pm Post subject:

Correct. You should call technical support and ask them to remove and reassign the line to your device. Do not remove the line from the account! Just remove it from the device and reassign it. Sometimes when customers use the Web account to modify the lines it bugs out the system, causing the issues you're having.

You probably also can't dial *123 to check your voicemail I bet.

Posts: 24 · Vonage Forum Associate Joined: May 15, 2005 Posts: 24

Call technical support and give the WAN MAC address of the device, they will fix the issue. Also the check the phones overriding the settings

Jacks

Posts: 1 · New Forum Member Joined: Jun 02, 2007 Posts: 1

I have the same problem. I called tech support and they are about worthless! they have no idea, nor can provide any help. I suggested the items above and the babble on about something.

they told me to give it another day and see if it starts working. in other words...they have no idea, and wanted off the phone.