loss of out bound audio and * Poor Customer service

Posts: 1 · New Forum Member Joined: Nov 19, 2004 Posts: 1

?Back in Sept., my Vonage service started dropping the out bound audio, (the person I called or that called me can no longer hear me, but I can hear them). I contacted Vonage support, after holding for over an hour, I got someone on the phone who went through so troubleshooting steps, and decided that I need more upstream bandwidth, and suggested that I contact my ISP. I contacted my ISP, upgraded to 3m down and 768 up($25.00 more a month) But, hay I can brag at work that I have VOIP. This did not fix the problem. So, I call Vonage back. I am then told that the problem is dropped packets, and to download ping plotter and send the results to my ISP. I do this, and a network engineer contacts me in a couple of days, and advised that the reoprt shows no loss packets and to contact Vonage again. I contact Vonage again, and have to hold about 45 mins, I get a nice person on the phone that goes though some trouble shooting steps, and advises me that the problem is with my ISP. I am not happy by now, and advise them that the problem is not with my ISP, and to allow me to speak with his supervisor. I could not speak with the supervisor, he was on break, but would call me back within an hour. They must have long hours at Vonage, that has been over a month ago, and no one has called me back.

I read some message boards where Vonage customers are having the same problem, and one of the people had changed to Packet8, and he has not had the problem since he cahnged service providers.

So, a week ago I received my Packet8 equipment and installed it. On Vonage I could not talk for longer than 9 mins without loosing the outbound audio. I have talked on one call for 2 hours with Packet8 and no problems.

I still have my Vonage equipment, and would like to work with Vonage to determine what caused the problem and how they can fix it. I sent an e-mail yesterday to every published e-mail address I cound find for Voange, and am waiting to hear back.......

Has anyone else had this problem, can you tell me what steps were taken to fix it, or did you have to leave Vonage?

Posts: 28 · Posted: Tue Nov 23, 2004 8:55 pm Post subject:

I bet at the time you were having the audio problem with your Vonage service you were not getting enough upstream bandwidth (forget about packetloss cause if that were the case you would have heard your party choppy). Now that you have packet8 and verify that you can talk fine for 2 hrs (does something happen after 2 hrs by the way?),
you should connect your vonage on the same network as your packet8 CPE to see if calling on the Vonage network still gives you problems. I bet it doesn't.

If it doesn't it gives more creedence to the fact that at the time you had the problem, something was happening on the network.

But i'm just making some educated guesses.

Mole

Posts: 36 · Posted: Tue Mar 08, 2005 9:18 pm Post subject: poor customer services

You know, all of us, myself included, should sit back and think about what we're saying concerning the customer service.

SBC, BellSouth, Pacific Bell and the others are just as bad!
I believe all of us (including me) are just being more critical just because it's new technology (new to us anyway) and we're not convinced that it actually can compete with traditional phone systems.

Well... IT CAN! IT HAS! and it will continue!

Our days of technology are yet to come!

Posts: 68 · Full Forum Member Joined: Feb 14, 2005 Posts: 68

I can't deny it -- SBC's DSL has nothing to do with SBC's phone service as far as support lines are concerned, so you can get in a total mess there -- one might report everything's fine while another will find a problem and refer you back to the first one.