Can't receive incoming in Toronto (all of the sudden)

Posts: 7 · New Forum Member Joined: Mar 16, 2007 Posts: 7

Hi Vonage Users,
I have been running Vonage mostly trouble free since April 2007.
Late last night I received a call and was unable to hear the caller.
I tested it and it seems any outside source that is NOT Vonage is not heard. For example Bell Canada.
Vonage to Vonage works fine.
I can also dial out and I CAN hear everything fine. It's only incoming calls that are the problem.

I have a call into Vonage and they are escalating it to advanced tech support. Has anyone else had this problem.

Vonage tried switching over to Phone output #2 but the same problem still exists.

Thanks
Jeff

Posts: 53 · Full Forum Member Joined: Feb 22, 2007 Posts: 53

I am having the reverse problem--I can hear incoming callers, they can't hear me. Tech support told me it was an issue today with a number of people. They called me on Vonage and things were fine. Then they tested with a PSTN call and they couldn't hear me. I have had a number of calls to my Toronto 416 Vonage number today and nobody can hear me.

However, I also had the same issue for two days last week. I hope this is not a recurring problem.

It is not my setup, which has not changed in some time. But for the hell of it I tried a number of things today--forwarded ports, didn't forward ports, changed from line 1 to line 2, even switched Vonage ATAs (I have two). Same problems no matter what I did.

Posts: 7 · New Forum Member Joined: Mar 16, 2007 Posts: 7

ya the support rep this morning did not know what it was, but the afternoon support rep said they were having server trouble at their end and hoped to have it fixed this afternoon

thanks for your reply

Posts: 4 · New Forum Member Joined: Sep 09, 2007 Posts: 4

I've notice problem in the GTA too, I live in Brooklin but my parents live ni Scarb and I've notice the same problem! Does anyone know of a ETA for a resolution for this?

Jose

Posts: 1 · New Forum Member Joined: Sep 12, 2007 Posts: 1

Yep, having the same problem in Denver Colorado now for the last week or so.

K Caylor

Posts: 53 · Full Forum Member Joined: Feb 22, 2007 Posts: 53

In addition to a problem of not hearing incoming callers, which reoccurs sporadically on my 416 Toronto number, yesterday about half of all calls were going to voicemail, while ringing on my phone. The caller would get voicemal after one ring, I would hear it ring many times. When I picked up the phone nobody was there. Would happen with one call, then the next call or two would be fine, then the problem again.

Posts: 1 · New Forum Member Joined: Apr 12, 2007 Posts: 1

I’ve been experiencing the same issues on my 905 number… either goes to voicemail or we pick up the phone and nobody’s there… we go through periods of the Vonage working great for a month or so and then 2-3 weeks of problems… been with Vonage now for about 14 months and for the first time I am seriously considering cancelling. Hope the problem goes away soon.

Posts: 2 · New Forum Member Joined: Sep 23, 2007 Posts: 2

I am in Edmonton and began experiencing an issue with inbound calls yesterday. For me it has only proven to be an issue with two inbound callers so far who are not with Vonage. Other inbound callers, who are also not with Vonage, get through just fine.

The symptoms are similar to what many of you are experiencing. I answer the phone, say hello, and hear nothing back. I say hello several more times and then hang up.

I attempted some trouble shooting. I called the caller back and could then converse normally. I asked about when they called me. They said they could hear me just fine and attempted to speak with me, but I wasn't responding to them. All they could hear was me saying, "Hello. Hello. Hello."

I called Vonage support. The support analyst conducted his own tests. He called me from a Vonage line and got through successfully. He then called me from his cell phone and we encountered the same issues; he could hear me, but I could not hear him. He said he would transfer the issue to network support and we ended the conversation.

This morning I had an e-mail waiting from me technical support. It simply said "this situation is caused by the other persons phone carrier not connecting properly". It then went on to say I should ask my concerned callers to contact their phone company to report the issue.

I sent an e-mail back asking if the support analyst I spoke to yesterday could contact his cell phone provider to resolve the issue for him before I begin to ask my concerned callers to do the same. I can definitely see this becoming a circle of a provider saying it's a Vonage issue and Vonage saying it's a provider issue. I said I wasn't comfortable asking my callers to go through this effort without proof that it resolves the issue. Who am I to ask my callers to sit on hold with their provider for a long time for an issue they see as mine.

I realize this doesn't offer anyone a resolution. I will reply back when I hear more from technical support. Hopefully there is a resolution soon.

In the mean time, since I discovered the inbound caller can hear me, when this issue occurs I am telling the caller that I am having some issues with my inbound calls and will call them right back.

Posts: 2 · New Forum Member Joined: Sep 23, 2007 Posts: 2

Well the issue I was having with certain inbound calls disappeared the next day. I did not receive any indication from Vonage that they performed any maintenance. I also did not ask any of the concerned inbound callers to contact their phone companies to let them know they were "not connecting properly" as was suggested by Vonage in my previous posting. I have no explanation for the resolution.

Posts: 53 · Full Forum Member Joined: Feb 22, 2007 Posts: 53

As you will see above, I have also had sporadic audio problems with incoming calls. I don't believe for a minute that it is an issue with the originating provider. Most of the calls to my Toronto Vonage number go through the Bell network. I sometimes have problems, sometimes don't. It isn't number specific. I have also had problems with audio on calls from cellular networks in Ontario. Interestingly, when I ask the callers to call a number at another Voip provider I use, the calls are fine. So that would rule out a problem at the originating provider's end.

I haven't had many problems in the past couple of weeks, but this tends to come and go. I was a satisfied user of Vonage for three years, with few problems. But the past six months or so have convinced me the service is going downhill. While other Voip providers I use seem to be becoming more reliable, Vonage is less reliable.