Issues with service in Spain

Posts: 18 · Posted: Tue Sep 25, 2007 10:51 am Post subject: Issues with service in Spain

What is with vonage tech support? I've been with them for nearly 1 year and all in all they've been quite helpful and resolved a few minor issues here and there.
However, I recently relocated to Spain and I have had none stop problems ever since.
Although I can call UK numbers (fixed and cell phones) and they are generally ok- ish... If I try to call Spanish fixed or cell phones the person at the other end cannot hear anything I say. I must have called tech support 10-20 times on this issue, and they keep playing around with the vonage boxes, and saying that it's because I have a wireless LAN. How can this be, if UK calls are ok, but Spanish calls are not?!!
But the most annoying thing, is that they never... ever... call me back. I have had one ticket open for over a month on this, although there have been previous calls on this subject also!!!.. They asked me to send call samples, which I did.. and received no response. So I chase again, and they say we'll log you a new ticket... What?!!
So then they log a new one, then email me saying it's resolved, without actually speaking to me.. So I chase again, and they tell me they'll log another ticket... aggggghhhhh!!!!

What kind of support is this?!!!

Is anyone else having such a problem getting their issues resolved, or has anyone experienced any such problems like mine, with certain calls being poor but others generally quite good?.. Any help would be much appreciated.

Apologies for the long rant!!!.. I'm blowing a fuse here.. grrrr Sad

Posts: 429 · Posted: Tue Sep 25, 2007 11:25 am Post subject:

Have you tried testing your internet connection there in Spain? You said the problems only started once you were there, so it could very well be the quality of your internet connection and not a problem with Vonage.

Posts: 18 · Posted: Tue Sep 25, 2007 11:44 am Post subject:

Hi thanks for the reply...

Yes, we have a 10Mb connection, and the internet speeds are lightening quick... and as mentioned in the original post, I can have perfectly clear conversations to fixed UK lines. Admittedly, sometimes better than others but they are generally ok.
But the calls to Spanish numbers are just appalling. One engineer stated that it was probably a setting on the device controlling the packet size... so adjusted it to send smaller packets. however, no improvement.
I can call a UK fixed line, and then sit in the same position, and immediately call a Spanish fixed line and they cannot hear a word I am saying....

Posts: 879 · Vonage Forum Evangelist Joined: Nov 05, 2005 Posts: 879

"Generally ok-ish" and "perfectly clear conversations" are distincly different. Let's not mince words here but lets try and determine whats causing the issue, agreed?

Even though you have a fast internet connection, that doesn't always mean your VoIP service is going to be perfect...there are other variables to consider. It does seem rather odd that calls to the UK are "ok" but calls within Spain are not. See the sticky at the top of the forum, "What to post when having technical trouble with Vonage."...That will help alot.

Posts: 18 · Posted: Wed Sep 26, 2007 2:49 am Post subject:

Point taken... some clarity required. Yesterday I was just in rant mode!
However, I cant find the sticky you refer to... can you point me in the right direction and I will re-post with all required info...

Muchas gracias

Posts: 192 · Vonage Forum Master Joined: Oct 08, 2004 Posts: 192

timmymills wrote:

Yesterday I was just in rant...

Did you remember this before you ranted???

From the Vonage TOS:

Quote:

10.4 Use of Service and Device by Customers Outside the United States.
Although we encourage you to use our service to call foreign countries from the United States and to use our service as you travel, the services are only offered and supported in the United States. Our service is designed to work generally with unencumbered high-speed internet connections. However, if the high-speed internet connection you are using is not within a Vonage service area or your ISP or broadband provider places restrictions on using VoIP services, we do not claim that they will allow you to use our service. You will be solely responsible for any violations of local laws and regulations or violations of ISP and broadband provider terms of service because of your use of our service.

Posts: 18 · Posted: Wed Sep 26, 2007 4:16 am Post subject:

Hi,
Firstly thanks for your note.
And I wasnt aware of this no... however, this does not mention the support in the UK.. and I purchased 3 vonage lines and equipment in the UK through Vonage, and informed them of my intentions to move to Spain and continue to use Vonage here.
The whole point of using vonage in the first place was to reduce international calls from and within Spain, which they fully endorsed. The only reason I used the service in the UK prior to coming here was to test the clarity of the line prior to the move, to ensure that it was fit for purpose.
It's worth noting that not at any point has vonage informed me that they would not, or could not support me in Spain, had they done so, I obviously would not have chosen them as a service provider.
Anyway, we're possibly going off the beaten track a little here. The original rant/post, was the standard of support that I'm receiving (which again, they have not informed me that they cant support me, they just seem to be extremely unorganised), and also to ask whether anyone else had experienced any similar problems with certain calls being affected but not others, and ultimately, can anyone offer any help any advise to help get this resolved whilst their is such a lack of response from our friends at Vonage.

So, if anyone can offer any help on the latter half of the subject I really would appreciate it... Smile

muchas gracias

Posts: 879 · Vonage Forum Evangelist Joined: Nov 05, 2005 Posts: 879

timmymills wrote:

Point taken... some clarity required. Yesterday I was just in rant mode!
However, I cant find the sticky you refer to... can you point me in the right direction and I will re-post with all required info...

Muchas gracias

vonage-forum.com/ftopic7191.html" target="_blank">http://www.vonage-forum.com/ftopic7191.html

Posts: 18 · Posted: Wed Sep 26, 2007 8:37 am Post subject:

hey, thanks for the link Very Happy

Interesting stuff!!!!

Here is the info:
1. Location - Palma de Mallorca, Spain.
2. ISP - Telefonica DSL with wireless router
3. Upload and download speeds - according to http://www.thinkbroadband.com/speedtest I have 637.47 Kbps and 238.09 Kbps down, but my router states that I'm connected at 9996Kb/317Kb.
4. Modem make and model - Belkin ADSL Wireless G Router
5. Type of Vonage adapter - 2 x D-Link VTA-VU
6. Setup of Network - DSL ---> Belkin Wireless router ---> 2 x Vonage Adapters ---> 2 x Cordless phones. One wired PC and one wireless laptop connected via the router also.
7. Issue I am experiencing - long delays, muffled calls, one way choppy audio (I can here them ok but they cant hear me) on calls to Spanish fixed and cell phones, and vonage lines. UK calls are actually quite good (fixed and cell). e.g. My partner works for a telemarketing company from home calling fixed UK lines all day with no problems whatsoever, but if we try to call a Spanish number it is practically impossible to have a conversation.
8. VoIP Test - From wired connection:

Speed test statistics
---------------------
Download speed: 2704608 bps
Upload speed: 263792 bps
Quality of service: 47 %
Download test type: socket
Upload test type: socket
Maximum download pause: 180 ms
Average download pause: 4 ms
Minimum round trip time to server: 172 ms
Average round trip time to server: 173 ms

VoIP test statistics
--------------------
Jitter: you --> server: 1.0 ms
Jitter: server --> you: 0.0 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 100.0 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Number of supported VoIP lines: 4
Estimated MOS score: 3.5

Posts: 879 · Vonage Forum Evangelist Joined: Nov 05, 2005 Posts: 879

Packet loss: server --> you: 100.0 % - You have a serious case of packet loss, that's the problem. But why it doesn't affect your calls to the UK leaves me wondering. Try running the test again, with only the Vonage adapter connected directly to your dsl connection and post your results.