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losingmind
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Joined: Jun 19, 2007
Posts: 8

PostPosted: Tue Jun 19, 2007 8:05 pm    Post subject: Dropped Calls beginning in May, lasting 20 seconds Reply with quote Back to top

Towards the beginning of May, my entire system worked flawlessly until there was a Microsoft update (yes, problem still persists removing the updates and rebooting everything, even disconnecting the computer) - I lost every call made after exactly 20 seconds and call received goes straight to voicemail. Upon a recent argument with customer service, they sent a refurbished Linksys RT31P2 to replace my Motorola VT2142. I am running a qwest modem Actiontec GT701-WG. Hardwired into the back of the "new" linksys router, with the exact same problem as before...I am unable to stay connected to service providers in FL (Alltel), CA(Nextel), and WA (Verizon).
My speed results from http://www.vonage-forum.com/voip-speed-test.html

My Results
Download 1,209,128 bps
Upload 82,344 bps
QOS 81%
RTT 151 ms
MaxPause 239 ms

I do notice that on the speed test 4.9 MS average jitter, and 0.0% packet loss

While this is not raving quality it DID work properly until a few weeks ago..modem works great, and have reset everything under the sun with the same problem persisting..any thoughts?!!
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danielbo
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PostPosted: Tue Jun 19, 2007 9:10 pm    Post subject: Reply with quote Back to top

Don't feel like you are by your self. I have been having the same problem. I have replaced routers, modems and even have had the cable company here and all is fine. Vonage just has me do stupid things that I doesn't do any thing or tell them any thing. Then they will say try it now. I know this has not done nothing. Now I never have replace the Vonage box. Now I can here the other side, they cant here me after a few minutes on the phone. I looking for ideas also.

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losingmind
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PostPosted: Tue Jun 19, 2007 9:43 pm    Post subject: soooo Reply with quote Back to top

sooo...should I just can this service and go with a more reliable provider that has customer service in the United States?..does anyone else have any input about how to fix this?
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danielbo
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PostPosted: Tue Jun 19, 2007 10:10 pm    Post subject: Reply with quote Back to top

Thats so funny! That is another Forum called "Bad Customer Service" This is sad we have to have a forum called that, Maybe the CEO or who ever should read these messages. Vonage is a good company, just doesn't care about customer service. If you want help, you get more from the forum then what you would from Vonage. I just don't have any answers on this problem. I have been told its because your broadband is not up to speed. Its been checkedand couldnt be highier. After that I didnt get any more, because I busted someones bubble by telling them thats not it. You get answers on the forum, but you only get one. If the one you get doesnt work, there is no one in this world has an answer for you. Its your problem now and you will have to figure it out. Are you confussed yet, if not call 1800vonage and that will complete the confussion.

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losingmind
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PostPosted: Wed Jun 20, 2007 7:54 pm    Post subject: Reply with quote Back to top

LOL!! Lol Yea, been through the confusion with them..shame to see pioneers of technology resort to the bottom line when it comes to tech support (with their own system) and to witness the failure to communicate system faliures company wide. I cant tell you the number of system outage emails I receive on a daily basis for systems nationwide..someone should put down the twinky and check their email. Oh well..it's within the 30 day trial period sooo here we go with trying to can this dam service..wish me luck!
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danielbo
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PostPosted: Wed Jun 20, 2007 8:48 pm    Post subject: Reply with quote Back to top

I wish you luck and even I will pray for you and I never even do that. Because I am sorry to tell you there is nothing any one can do for you when working with customer service on a problem. They are trained on how to sign you up for service. Thats it, after that you are on your own. They don't have a clue other then I think they have been trained to say "would you mind holding for a second" then I think they go to lunch. They come back and say to try what ever they pull out of a bowl. Then if that doesn't work, then "Sir, would you mind holding again" Ok now this time they take the time to update the customers notes, just in case you call back and another customer service pulls up the same suggestion, so they can draw again. Now then ask for a supervisor, "Sir I am sorry but we don't ave one". Now for some reason I really believe it, no one would treat a customer they way that they do if some one was watching over them. I hate to say this also, I think some time when you ask a question, they have to write it down, and then look to see how to translate it into english, because they only know a few words, or maybe you question is recorded and they take it to some one to explain what you asked. Then they go back to the bowl and pick an answer. I have never called that I wasn't on hold 10 or 11 times about 10 or 15 minutes at a time.
As I said this is all another forum and Sorry. If you find out anything that helps with drop calls please let me know. Thanks,

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losingmind
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PostPosted: Thu Jun 21, 2007 8:39 pm    Post subject: Reply with quote Back to top

thank you for the positive support, well...hell, another day another headache..called to cancel the service, and spoke with someone who gave me a english tech support number - 732-528-2600 (even said we pay english dollars and should get english service.. Confused wonder where that company policy went?!); so far everyones been english speaking, and sorta helpful..we'll have to see where this goes - suprisingly they are referring the ticket to their engineers for a proported solution..watch it being "turn device off and back on"..hahaha
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danielbo
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PostPosted: Thu Jun 21, 2007 9:43 pm    Post subject: Reply with quote Back to top

That was a really good statement about paying english dollars and so true. I am going to also try this number and see if I can get any help. I am sure while on the line with them I will drop the call. One time I got tired of the call being dropped I had to use my Cell Phone, then that cost me even more.
Here is a good one, I love it when you call and they want you to reboot. Then I have to say, if I do we will get disconnected. Is this the first time they ever got a call from someone that only uses their service. If I am going to pay for a telephone company for a phone service, I don't need Vonage. I would love to know how many people have heard they say that "now you need to reboot your box" duh, then what, a good way to get me off the phone and stick my problem with someone else.

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nicegurl
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PostPosted: Fri Jun 22, 2007 9:05 am    Post subject: Reply with quote Back to top

I think some time when you ask a question, they have to write it down, and then look to see how to translate it into english, because they only know a few words, or maybe you question is recorded and they take it to some one to explain what you asked. Then they go back to the bowl and pick an answer.[quote]

that is just horrible!!!! havent had an experience like that though. as ive mentioned previously i believe vonage's customer service had improved a lot. and i guess its a matter of luck to where your call will be routed to
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danielbo
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PostPosted: Fri Jun 22, 2007 9:36 am    Post subject: Reply with quote Back to top

What time do you call and what time zone. I am not saying they are not nice. I said they do not give you any answers, nor do I understand what they do have to say. I do hate to say things about people, nor do I about someone's race. I just can not understand what they are saying. I have doctors, that I do not understand most of the time. I only hope they know what they are doing. Being nice and knowing how to fix it is two different things. You say they have always been nice, none of us said they was mean. So when you quote someone, be sure that you respond with the right reason. We have a problem and not getting the answers, no one knows. I would rather be told that then just rattle off a bunch of nothing.
Thank you for your concern for the Customer Service Department of Vonage. Because if someone thought I was saying that they are not nice, I am sorry. My neighbor is nice and she cant help me fix it either. My best friend is nice, and no help there either. I even think my mother is nice, but she is no help. I didn't get hired at my job because I was nice. I didn't hurt, but that was not the only reason.

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