Name display in Ontario

Posts: 5 · New Forum Member Joined: May 09, 2007 Posts: 5

Have had Vonage since February and after the first month or so I got it working pretty well (other than the occassional busy signal or no lines available).

My only complaint is the fact that I have no Caller Name display when I receive a call...only the number is displayed. Same goes when I view the call history on my account. Since I like to screen calls, this is a pain.

I have called Vonage twice and the first time they said it was a problem they were working on and the second they actually said it was not a "guaranteed service". I taped the latter call onto an mpeg for backup in case I ever needed it.

In frustration with that response, I contacted Advertising Standards Canada (http://www.adstandards.com/en/standards/consumerSubmission.asp) and complained of false advertizing that their services are not guaranteed. They contact Vonage and the response was that it is a known problem and they are working on it. I didn't have the helpdesk voicemail at the time which may have helped but I am sure Vonage would have responded the helpdesk tech. was wrong.

Anyway, thought I would see if anyone in Ontario gets name display with their incoming calls?

Posts: 1327 · Vonage Forum **MVM** Joined: Nov 08, 2006 Posts: 1327

I am getting full call display including name and number, except for cell phone calls.

I am in trenton, ON

Posts: 9 · New Forum Member Joined: Aug 21, 2007 Posts: 9

I'm glad i'm not the only one totally annoyed with this service not working. I'm in '905' and yes, i get out of area for every call instead of the name. I emailed support and they give me some automated response that looked like they barely looked at my request, and then when i followed up with 'hey retards, did you even look at my email?!?' (although without the retard) I didn't get a response back.

The only thing I've found working is if someone uses the V-Access number from Guelph for instance it comes up with name & number. Perhaps its not all of ontario, but certain area codes.. but its *ANNOYING* and has me considering switching back to bell if the offer is right. They can kiss it if they think I'll pay a disco charge given their service is not as advertised!

jtwithvoip wrote:

Have had Vonage since February and after the first month or so I got it working pretty well (other than the occassional busy signal or no lines available).

My only complaint is the fact that I have no Caller Name display when I receive a call...only the number is displayed. Same goes when I view the call history on my account. Since I like to screen calls, this is a pain.

I have called Vonage twice and the first time they said it was a problem they were working on and the second they actually said it was not a "guaranteed service". I taped the latter call onto an mpeg for backup in case I ever needed it.

In frustration with that response, I contacted Advertising Standards Canada (http://www.adstandards.com/en/standards/consumerSubmission.asp) and complained of false advertizing that their services are not guaranteed. They contact Vonage and the response was that it is a known problem and they are working on it. I didn't have the helpdesk voicemail at the time which may have helped but I am sure Vonage would have responded the helpdesk tech. was wrong.

Anyway, thought I would see if anyone in Ontario gets name display with their incoming calls?

Posts: 3 · New Forum Member Joined: Sep 04, 2007 Posts: 3

I get full caller name identification on the web. I can't quote on the phone side though as I don't have compatable equiptment, so my caller ID on that side is non-existant.

Posts: 5 · New Forum Member Joined: May 09, 2007 Posts: 5

Well...here is Vonage's response:

"Thank you for contacting Vonage Technical Support. I am sorry for any delay in responding. In reference to your recent caller ID issue, our records indicate that the name of the callers were not made available for Vonage. At this time, the Caller ID with name feature is not guaranteed in your area. It will only work when this information is available for display. "

So my obvious question are...

1. Where does it say in the advertizing that the features are not guaranteed?
2. What area are they referring to? The names are either available or not I would think....I don't get how some get this an other don't.
3. I have never had a name display except once before my phone number transferred...so in 7 months of calls ...none of the names were available?

I may try the Canadian Advertizing agency again with the response and see if they can put pressure on Vonage to put a line detailing features are not guaranteed or something. I think that would put some pressure on them to resolve if they had to tell people they couldn't guarantee their service.

Posts: 5 · New Forum Member Joined: Oct 21, 2005 Posts: 5

I'm in the same boat - the only way I could convince my wife that switching to Vonage would be easy and painless is the fact that it was all our usual features with a large savings. We both screen out calls and are very upset that the Caller ID feature does NOT WORK AS ADVERTISED. I spent 30 minutes on tech support for him to finally tell me it was a network issue.

If they advertise the service, why am i not receivng it?

Posts: 5 · New Forum Member Joined: Oct 21, 2005 Posts: 5

I'm in the same boat - the only way I could convince my wife that switching to Vonage would be easy and painless is the fact that it was all our usual features with a large savings. We both screen out calls and are very upset that the Caller ID feature does NOT WORK AS ADVERTISED. I spent 30 minutes on tech support for him to finally tell me it was a network issue.

If they advertise the service, why am i not receivng it?

Posts: 433 · Posted: Tue Nov 06, 2007 7:25 pm Post subject:

I am confused, so please...

If the telephone number provider (owner) does not send the caller ID over with the call, how would the Vonage equipment be able to send the information to you?

Just a thought.

Posts: 2

houuser wrote:

I am confused, so please...

If the telephone number provider (owner) does not send the caller ID over with the call, how would the Vonage equipment be able to send the information to you?

Just a thought.

When a call is made, the name is not provided in the information handed to Vonage (or any other telephone company) with the call. Name information is obtained by a database lookup. Intercarrier agreements are necessary to get this information. Vonage probably does not have agreements in place to do database lookups for names associated with phone number for all other carriers.

droopy

Posts: 1327 · Vonage Forum **MVM** Joined: Nov 08, 2006 Posts: 1327

I am in Trenton, Ontario and I am getting the name and number displayed sometimes it is only the number provided.

I guess if you don't want to answer the phone let it go to voicemail, have it set up to go to voice mail in 10 seconds