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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage Canada
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Matthew_83
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Joined: May 03, 2007
Posts: 14
Location: Ontario, Canada

PostPosted: Thu Aug 02, 2007 12:30 am    Post subject: Voicemail - Not Receiving Emails Anymore Reply with quote Back to top

I've noticed for the last few days that we have not been receiving our email notifications of new voicemail messages.

Really, this has been since the changes on the Canadian site for adding multiple email addresses, and the SMS feature which doesn't even work in Canada right now.

Vonage is in my name so I've always used my email address with no problems. It's a Gmail address, so I setup a filter to forward the emails to my partner as well, so we both receive them. It stopped sending them to me ... so my partner doesn't get them any more either.

After noticing this, I changed the settings on the website and added the second email address to the setup, using the new multiple email address feature.

I've tested it by leaving myself voicemails, and still nothing.

They are not in our spam folders, and have always come right to the inbox without ANY problems until now.

Has anyone else been experiencing this, or have a fix?


Last edited by Matthew_83 on Thu Aug 02, 2007 11:38 pm; edited 1 time in total
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marcelbos
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Posts: 11

PostPosted: Thu Aug 02, 2007 1:53 pm    Post subject: Reply with quote Back to top

Right there with you... I have had a ticket open with them for 48 hours now, still no resolution. My email notification has been not working for about 2 weeks....
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Matthew_83
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Joined: May 03, 2007
Posts: 14
Location: Ontario, Canada

PostPosted: Thu Aug 02, 2007 11:39 pm    Post subject: Reply with quote Back to top

marcelbos wrote:
Right there with you... I have had a ticket open with them for 48 hours now, still no resolution. My email notification has been not working for about 2 weeks....


If you could ... please update this thread again when you hear back from them or if it starts working for you again. The emails are more useful to me than the blinky light ... so this is very annoying and frustrating!

I've just submitted a support ticket as well. I was hoping to find a solution or support on here first though, as Vonage usually never correctly answers questions, or even fix anything!
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marcelbos
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Posts: 11

PostPosted: Fri Aug 03, 2007 1:22 pm    Post subject: Reply with quote Back to top

Well, my ticket was entered on the 1st; the tech told me to check back in 24 hours, which I did (yesterday). Yesterday, the 2nd, I was told to check back in 24 hrs, which I did (today)
Today, I was told that it is a back end problem, and that I was to check back in 24 hours (tomorrow). This was after having to explain to the tech that I did NOT want a virtual number, that my voicemail was doing just fine, but not sending out the email notifications (when he actually read the file, it all made sense to him) but then he couldn't do a thing to help me.. "This is a Tier 3 problem, we are only Tier 2 technicians"..


I wonder what the TOS agreement says in regards to cancelling when not all services offered are not given.

It is extremely important that I receive the notification that I have a voicemail (I can't forward to my work phone , and my cell does not work in the office that I work in...) so email is the only way to let me know that I have a voicemail on my Vonage line. I am not going to get into specifics about why I need the notifications, other than to say it is an absolute must. I don't feel like logging into my account every 30 minutes to see whether or not I have new voicemail.

(and, add to that fact we have to pay 50% more for the same unlimited services as our U.S. Brethren (24.99 vs 36.50 US - 40 CDN at about 9% - extremely generous exchange) and it is a little disappointing to not get all the features working properly.)
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IceCold
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Joined: Nov 06, 2006
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PostPosted: Fri Aug 03, 2007 8:34 pm    Post subject: Here is the fix! Reply with quote Back to top

So... Your Voicemail Email Notification does work anymore... What a surprise...

Here is the fix. Every couple of months mine stops working too. First I tried disabling email notification and then enable it again and this did not fix the problem.

But... if you change the email address that your notifications go to and receive at least one notification, you can then change the email back to the original and it will work for another couple of months for you.

Hope this helps. Please post your results here.

IceCold
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Matthew_83
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Joined: May 03, 2007
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Location: Ontario, Canada

PostPosted: Sat Aug 04, 2007 12:03 am    Post subject: Re: Here is the fix! Reply with quote Back to top

IceCold wrote:
So... Your Voicemail Email Notification does work anymore... What a surprise...

Here is the fix. Every couple of months mine stops working too. First I tried disabling email notification and then enable it again and this did not fix the problem.

But... if you change the email address that your notifications go to and receive at least one notification, you can then change the email back to the original and it will work for another couple of months for you.

Hope this helps. Please post your results here.

IceCold


I just tried this ... waited a while ... and left a few voicemails ... still no notification with the new email address. After a while, I changed it back to the original email address and am still hoping for a resolution.

Any other suggestions?
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marcelbos
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Posts: 11

PostPosted: Tue Aug 07, 2007 8:45 am    Post subject: Reply with quote Back to top

Anyone?? I keep getting the old " your call has been moved to a Tier 3 tech support".. What a load of crap...
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marcelbos
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PostPosted: Tue Aug 07, 2007 4:22 pm    Post subject: Reply with quote Back to top

hmmmmmmmmm. got a notification on my cell phone today about a new voicemail (have the email account forwarded to my cell phones email address @ rogers).


Funny thing is, there was no voicemail, and no incoming call anywhere near that time...
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Matthew_83
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Joined: May 03, 2007
Posts: 14
Location: Ontario, Canada

PostPosted: Tue Aug 07, 2007 9:29 pm    Post subject: Reply with quote Back to top

At the time of posting this message ... IT WORKS AGAIN!

I just came home from work and saw in my email account that I had received email notifications for all of my missed calls today.

I had emailed tech support about this when it first started happening, and I never heard back from them about it. Today, it just started working again miraculously ... I am very happy!
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habarama
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Joined: Aug 10, 2007
Posts: 7

PostPosted: Sat Aug 11, 2007 3:13 am    Post subject: Reply with quote Back to top

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...

SO WHY DIDN"T THEY TELL ME THAT IN THE FIRST PLAC E????

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!
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