Vonage Outage - December 14 - 15, 2007

Posts: 19 · Vonage Forum Associate Joined: Dec 15, 2007 Posts: 19

Ok, I have just got off the phone with vonage. Basically the issue is all over the US but they do not know at the moment exactly what is causing it, they are working on it though. I got through to customer service straight away, they kept apologising and gave me a credit of 2 days for my vonage account. I was told they expect it to be resolved within 24 hours, not sure how they can assure this when they dont seem to know what the issue is, I guess we can just hope. My phone can still make outgoing calls just not receive incoming calls although at points through the night it was able to receive some incoming calls, i guess we jst have to sit and wait it out. I did tell the CS lady that its not exactly great that they havent put out service announcements and they should AT LEAST keep people informed in situations such as these then they would find people less upset than they feel now!

Posts: 14 · Vonage Forum Associate Joined: Jul 02, 2006 Posts: 14

What Vonage should do, if they were smart, is to send out a systemwide announcement via email that there is a system problem at this time. I would say send a voicemail to everyone, but some of us might not check our voicemail.

My service came back online at 11:30pm last night after being offline since at least 6:30pm.

Posts: 66 · Full Forum Member Joined: Jul 20, 2006 Posts: 66

coley wrote:

i guess it could be but the last time i had this issue apparently as I said it was a problem with all VA area codes... Confused

It is happening here in Ohio as well.

Posts: 168 · Posted: Sat Dec 15, 2007 8:55 am Post subject:

Also in Ohio, I can dial out now but I can't call in. On my Verizon mobile phone I get a message saying number is no longer in service or disconnected.

Well, when I went to sleep I couldn't even dial out so it's some improvement. I've been unemployed and have been looking for work. Thank God I got a job offer but I'm still interviewing with other companies. I have a phone interview at 10:30 am on Monday. This better be fixed by then!

Posts: 5 · Posted: Sat Dec 15, 2007 9:04 am Post subject:

Central Kentucky is down as well. I called Vonage last evening (December 14, 2007) at approximately 11:15pm EST and the Vonage technical support stated there is a Vonage wide issue affecting their entire USA network. They stated that they are aware of this, and have technicians working on the issue. Vonage stated that you may experience no dial tone, voice routers can not register with Vonage, or up/down sporadic service with Vonage until the issue is resolved. The timeframe I was given on when they expect this to be fixed was within 24 hours, but I am not holding my breath on that timeframe.

The forums over on Vonage (forums.vonage.com) are a few messages from customers about this - but the moderators of their forums are deleting any messages that are posted about this service issue that is affecting their entire USA nationwide network. Most likely because they don't allow customers to post these types of messages on their hosted forums.

Posts: 1 · New Forum Member Joined: Dec 15, 2007 Posts: 1

This is a joke right? Major outage all over the country and not a single email from vonage to inform you of it?

It is unbelievable considering all the garbage email they send out that they cannot send an email out notifying customers of an outage so that you do not waste time debugging your system.

And different factions of their customer service does not know the magnitude of the outage?

That is yet another joke. Certainly not the way to keep customers.

North Carolina 919 area code appears to be out since mid afternoon yesterday the 14th. Still out.

Posts: 168 · Posted: Sat Dec 15, 2007 9:16 am Post subject:

No joke. I'm on the line right now with customer service and the front line people had to go check to see when it's going to be fixed. After being put on hold she came back on the line and said it should be fixed within 24 hours, which I think is what they are telling everyone. So if you were told 24 hours last night at 11:30 est reset your clock to 24 hours as of this post.

This is a mess for sure but it is the first time I've ever had a problem with Vonage. I'm really disappointed about calls not being able to forward to my mobile phone.

At least I can call out now.

Posts: 5 · New Forum Member Joined: Dec 15, 2007 Posts: 5

"This is a joke right?"

I was thinking the same. If they can't send an email, the least they could do is put a recording on their customer service phone line telling us what's going on. At least that way, most of us wouldn't be wasting hours of wirless service minutes on hold, waiting to find out what's going on!

Posts: 5 · New Forum Member Joined: Dec 15, 2007 Posts: 5

hookbill,

Don't be jealous that you can't forward your calls to your mobile phone. Mine's been forwarding, but the catch is, it forwards the calls about 1/2 hour after they're made, so you answer your mobile and no one is on the line. Apparently nothing is working right.

Posts: 168 · Posted: Sat Dec 15, 2007 9:30 am Post subject:

Adoptivma wrote:

hookbill,

Don't be jealous that you can't forward your calls to your mobile phone. Mine's been forwarding, but the catch is, it forwards the calls about 1/2 hour after they're made, so you answer your mobile and no one is on the line. Apparently nothing is working right.

The same thing is happening to me. Evil or Very Mad