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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage Canada
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Joined: May 03, 2007
Posts: 14
Location: Ontario, Canada

PostPosted: Sat Aug 11, 2007 7:07 pm    Post subject: Reply with quote Back to top

habarama wrote:
If you had called in back on the 2nd of August and they had told you it was actually going to take a week to fix the problem. What would your response have been?

The person who you were talking to probably couldn't honestly fix the problem themself - he/she probably wasn't lazy or didn't feel like helping you, it's probably because it was something that they had to create a "ticket" for.

We've all been given ticket numbers before right? I think it's more like your number in a line at the deli. For the sake of being accurate, when they give you one of those 9 digit long numbers, assume that the number now being served is 000 000 001 ! I have worked in call centers for many of the major phone companies and I know exactly what those folks on the phone are going through.

Some issues take a little longer than others to fix depending on a whole host of variables. Some access to some databases can only be accessed by a small number of people. You don't want 1000 call center employees deployed around the world to have access to some information, so you have a small number of people instead. That's so that people don't get ripped off - or the company doesn't.

But these people take credit card numbers and they asked me all these questions when I signed up in the first place?...well I know a little about SIP protocol which is what Vonage uses to pass your calls so nicely along the internet. How they tie your email address in with your voicemail has to do with a few lines of code that go along with each call not only within vonage's internal network but along into the public telephone network as well.

GET TO THE POINT ALREADY!!! - sorry I ramble sometimes - the stuff that has to be fixed to get your voicemail working again probably lies in manually changing some information that rests on a secure server. When that happens there are only a few people who can fix it and remember that thing I said about "manually" changing it? That means a ticket has to be made, which has to be opened by one of the few guys who can access those secure servers and manually change your information.

Would be a piece of cake if you were the only person that happened to! But there are probably a few thousand tickets sent to these "advanced technicians" every day and only maybe a handful of people who can do the work. They can't automate some processes - it's just not secure so sometimes you just have to wait...


Because the chances are that they won't be the one who answers the phone when you call back & they didn't have to listen to you tear them a new one when they told you it was gonna take a week! For them it's a win win situation.

I've worked for a few telecom companies in the past and I recognize the pattern. It happens with everyone I'm afraid...

Glad to hear it finally works again though!

.. IT'S NOT WORKING AGAIN! So I was premature in celebrating before. It was only working for about 2 days, then the notifications stopped again. This is very annoying. I never did hear back from Vonage after emailing technical support from their website.

I may call soon, but I really hate calling Vonage for help.

I just wish this worked!
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PostPosted: Mon Aug 13, 2007 6:46 pm    Post subject: Did anyone notice? Reply with quote Back to top

I've been noticing the problem for about as long as the other posters
in the forum. Did anyone notice that the "Voicemail" link at the top
of your control panel when you login to Vonage is gone as well? Mine
has been gone since this issue started. It's the one that sat right
next to dashboard, activity and all the others.

I wonder if you upgrade to the enhanced version of voicemail if things
will suddenly work as advertised again?

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