1. My location - Oak Run, CA (530) 2. My ISP name and type - Frontier DSL 3. Upload and download speeds - 509 up/2066 dwn (kbps) 4. Modem make and model - Speedstream 5861 5. Type of Vonage adapter used - Motorola VT2442 6. Setup of Network ie Modem---->Vonage Adapter 7. Issue I am experiencing:
Some calls (about 50%) from my own area code (530) get a message stating "you have dialed a number that has been disconnected or is no longer in use" when dialing my Vonage phone number. This happens to land line and cellular callers... some can get through while others cannot. I have opened a ticket with Vonage support, but they seem to be dropping the ball. In the meantime, I am losing business as some customers cannot reach me... Anybody have any ideas as to what the problem is and how to get it resolved? Thanks!
I was having this problem yesterday here in Canada, but the phone would ring about 30 times, then the recording would come up and then voice mail. I had left Vonage Talk running on my computer while we were out so that may have been our issue. I also have a ticket on this.
I have done some more testing and it seems that some callers just get a couple of rings (on their end only) and then silence. Also, in one case a different message was played that said something about a "code" number... I'm going to research that one more today and try to get the exact verbiage. I still have not had a response from Vonage on this. I opened my trouble ticket last Wednesday and have called customer support three times since then. I did get an email on Thursday morning saying that second level support could not reproduce the problem. (thats because all they did was call my number from New York, at 3:30am... of course the call went through). The email said to "reply" if the problem "happens again"... (in reality it had never stopped happening). I replied and included lots of info on the exact nature of the issue and have been able to get nothing out of anyone at Vonage since... ridiculous!
Okay, after further checking, here's what I found:
1) Sprint Cell Phones get the following message when they try to call my Vonage number - "The number or code you have dialed is incorrect... Code 5627"
2) AT&T Cell Phones & Frontier Telephone Land Lines work fine when calling my Vonage number.
3) AT&T Land Line Phones either ring twice (on the callers end only) followed by silence OR get a message stating "You have dialed a number that has been disconnected or is no longer in service".
4) The above results are based on calls placed to my Vonage phone from within my own area code (530). So far, all calls from outside my area code, regardless of the callers carrier, get through without any problems.
Still no response from Vonage on this... my calls to second level support have been met with delaying tactics and promises that they will call me back. They have yet to return my calls or provide me with any explanation or info at all. W T F
I guess I should just dump the service and get a land line... that means reprinting all of my business cards, advertising, etc. What a pain in the A@#!
Posted:
Tue Nov 06, 2007 2:33 am Post subject: Cancelled my service... posted the following on my blog:
Monday, November 5, 2007
Well, I'm sorry to report that we have been having problems with our main telephone number. Unfortunately, when we opened for business in October, I made the decision to go with Vonage as our telephone service provider... Bad move on my part. While the Vonage service is very competitively priced, feature rich, flexible & easy to set up... I have no choice but to report that their customer service stinks! For those of you who have never heard of "Vonage", their catchy ads have aired on most of Redding's commercial television & radio stations for several years now. Vonage is the largest Internet phone company and works by allowing you to use a Voip (Voice Over Internet Protocol) adapter, along with your high-speed internet connection (DSL, Cable or WiFi) to connect a standard POTS (Plain Old Telephone Service) telephone through your ISP (Internet Service Provider) . In other words, you can connect any standard telephone through your fast internet connection and choose a phone number from any area you want. You can also take your Vonage adapter with you when you travel and use it as if you were in your home area code (this has the potential to save you lots of money). In addition, Vonage also has a voice mail service that (as far as I know) has no equal. Not only can you check your voice messages in all the standard ways (by calling your voice mail number & entering a PIN, SMS, etc.), but you can also receive your voice messages as an mp3 attachment to an email! This allows you to be not only notified of your new messages via email, but to listen to messages directly from each email message you receive. Way convenient & WAY COOL! At least I thought so... but I was wrong. My initial excitement was replaced first by disbelief and eventually by absolute disgust with the Vonage technical support experience. The first call I made to Vonage tech support was'nt so bad. The support rep was not as fluent in the English language as I would have liked, but was able to communicate clearly. There was an obvious script being followed by the rep, as I would expect during almost any "level one" support call. My problem was duly noted and I was issued a trouble ticket number along with a promise of attention to my issue by second level support within 48 hours. My problem would be addressed via the Vonage SOP (Standard Operating Proceedure) as soon as possible... or so I thought. The following morning (at 3:30AM) I was rudely awakened by a phone call from the Vonage support staff. When I answered the call, I was greeted by the extremely annoying (especially considering the untimely placement of the call) clunk of the caller's phone hanging up on me. Later that same morning, when I checked my email, I had received the following message from Vonage's 2nd level support: ****************************************** Thank you for contacting Technical Support. I apologize for any delay in responding in regards to your inbound calling issue. We have been making test calls to the number that you have provided, and we were unable to duplicate the issues that you have been experiencing. If you could please reply to this email when the problem reoccurs, I would be more than willing to assist you troubleshoot this issue. I apologize for any inconvenience this may have caused you, our valued customer. Thank you for choosing Vonage for all your communication needs. Sincerely, Kris Advanced Operations Technician ****************************************** Needless to say, my problem did not need to "reoccur"... it had never gone away to begin with. I went ahead and responded to the email, as requested, outlining the exact problem... again. I waited 24 hours for a response before calling the tech support line... again. After waiting on hold for over twenty minutes, I again relayed the exact nature of my problem and gave the rep my original trouble ticket number, etc. I was told to be patient, 2nd level support knows about my problem and is working on it (yeah, right!) I repeated the calls to Vonage tech support for an additional three days with the same result. By the time I placed my final call, they could not even find any record of my original problem and I was reduced to repeatedly re-explaining my issue to each person I talked to. In addition to this, literally EVERY Vonage employee I spoke with used the exact same script when dealing with me... I was more than just frustrated, I was livid! The entire "Vonage experience" ended with 2nd level support promising to "get to the bottom" of my problem with the Vonage engineering staff and call me back to fill me in. I never received a call and finally decided that enough is enough... time to bite the bullett and find a better way to do business. This means that Tech Help! Computer Services has not only been missing many, if not most, calls from our local customers, but we also have to eat the expense of reprinting all of our business cards, advertising and other promotional materials. And, worst of all, we have not been able to provide service to our VERY valued customers.
This BLOG entry shall serve two very important purposes:
First - Let this entry serve as an apology to any and all customers who have been trying to reach Tech Help! on our office phone line (530-779-4555). We are currently arranging for a toll-free number through our local phone company. In the meantime, please contact us at 530-472-3065. Thanks for your patience while we resolve this problem!
Second - This entry should serve as a testimonial to the quality of the Vonage Tech Support experience and as a recommendation by Tech Help! Computer Services not to use the VonageVoip service in the Shasta County area.
Thanks again for your understanding and continued support...
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