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luv2fly3
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Joined: Jan 20, 2008
Posts: 30
Location: Michigan

PostPosted: Sat Jan 19, 2008 7:38 pm    Post subject: DTMF Problems in Voicemail Setup Reply with quote Back to top

Hey all. I just setup my Vonage account, and purchased the new V-Portal adapter. The phone service itself appears to be working just fine, with good audio quality, however I'm having trouble with my voicemail setup.

What is occuring is that I dial *123, enter my password and go to mailbox setup options. Then I choose either to record my name, or record my outgoing greeting. All goes well to that point. However once it prompts me to start recording, I hear the beep, then the problem starts. I talk my name or outgoing greeting and try to hit the # key to finish. The system won't respond to that keypress. Only after it "times out" will it finish, at which point it plays back what I've recorded which is what I said, plus the sound of a bunch of keypresses. The system also appears to then not respond properly to further DTMF tones when pressed after that occurs. For example, once it plays back the recording it gives the options to accept, re-record, etc... No matter what key I press it simply plays back what I've recorded.

Here are the problem shooting steps I've taken...

1. I've tried 3 different phones. Two wired and one wireless. All plugged directly into the V-Portal Adapter.

2. I've power cycled the adapter and my 2Wire AT&T gateway.

3. I've gone into the config screen on the adapter and reset it to factory defaults.

4. I've called a Vonage voicemail access number from my cell phone to see if I could setup my greeting and name from there...worked just fine from my cell. The # key stopped the recording right away.

5. From my Vonage service I've called my office voicemail system. To retrieve voicemails there I have to hit the # key at two different steps. That worked just fine, again from my home Vonage phone.

So, as a new subscriber, I'm a bit dissapointed and surely hope there is something simple that can fix this. I've searched on the web and some of the forums and can't seem to find anything that is like what I'm experiencing. I do know the V-Portal is pretty new, so maybe it's a bug.

Anyone have any ideas? Thanks so much.

Lars
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Steve48
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Aug 30, 2005
Posts: 4777

PostPosted: Sat Jan 19, 2008 7:56 pm    Post subject: Reply with quote Back to top

I think you may have hit the nail on the head. The V-portal is new, and yours is the first post that I've seen addressing an issue with it. It may well be a bug, and I suggest that you report it to Vonage tech support.

Good troubleshooting, by the way. I hope you stick around.

_________________
Steve Gray
Orlando, FL
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luv2fly3
Vonage Forum Junior
Vonage Forum Junior


Joined: Jan 20, 2008
Posts: 30
Location: Michigan

PostPosted: Sat Jan 19, 2008 8:41 pm    Post subject: Reply with quote Back to top

I called tech support and they elevated the problem to their "advanced" or "top" or whatever their second level support dept is. They said 24-72 hours before a resolution and I'd find out via email. I guess till then I'll just keep voicemail disabled.

It's just very odd that the DTMF tones don't work in only that one specific function. Prior to trying to record something they work just fine. Maybe I should have gone with the Motorola adapter? I do hope to get this figured out since I really would like to keep the service. I assume since I'm finding that this isn't a common problem at all, there has to be a resolution, even if it means a new piece of equipment. We'll see and I'll post back if I get anywhere with tech support.
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luv2fly3
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Joined: Jan 20, 2008
Posts: 30
Location: Michigan

PostPosted: Sat Jan 19, 2008 9:33 pm    Post subject: Reply with quote Back to top

Well, I just received an email indicating the problem had been fixed from an "Advanced Operations Technician II". The email stated, "In response to your recent contact, we have tested the connection to your voice mail box and it connects correctly from both local contact number and direct."

I've tested it and yes, it does appear to be working now. I called tech support to see if there were any notes indicating what the reason for the trouble was and the rep I spoke with said there were no specific notes indicating what had been done. So I guess it still remains a mystery, but at least it appears to be fixed now.

Hopefully my experience might now help someone else that might experience this same odd problem.

EDIT!!!
Well, I spoke too soon, about 20 minutes after I typed the above message, it now is occuring again. I'm quite frusterated and unless I can get a resolution to this, I'm giving up on the service. Guess I'm unlucky!!
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whatumean
Vonage Forum Master
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Joined: Apr 09, 2007
Posts: 168

PostPosted: Sun Jan 20, 2008 9:31 pm    Post subject: How often do you change your greeting... Reply with quote Back to top

Does this only happen when you try and record a greeting or when you try and retrieve voicemails as well? Is it only the # key that does not get recognized or are there others? In addition, this only happens for Vonage voicemail and no other numbers where you need to input DTMF (i.e office voicemail, IVRs through banks, ups, others where you get menus when dialing customer care)?
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luv2fly3
Vonage Forum Junior
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Joined: Jan 20, 2008
Posts: 30
Location: Michigan

PostPosted: Sun Jan 20, 2008 10:26 pm    Post subject: Reply with quote Back to top

Yes, this only occurs when I go into a "recording mode" in the voicemail system such as recording a greeting or my name. The # key is the key you use to stop recording, and it doesn't respond. Once that occurs, eventually the recording does eventually stop but then no key presses work correctly. For example, pressing * should cancel, however when I press it, the system plays my "recorded" greeting or name or whatever I've tried to record.

And, no this doesn't occur with any other voicemail systems I try through the Vonage phone system. Specifically as I mentioned in my troubleshooting steps, I called my office voicemail and was able to use the # key several times without any trouble.
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VoIPUser34
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Joined: Jan 21, 2008
Posts: 2

PostPosted: Mon Jan 21, 2008 6:36 pm    Post subject: Reply with quote Back to top

I just started my Vonage service this past week and am experiencing the exact same problem described by luv2fly3, all DTMF works fine except when trying to record a personal greeting or name, then the two control keys (* and #) do not work. I contacted customer support and they thought it might be a bandwidth issue. I have Verizon's FIOS with a 15Mb/2Mb connection, so I doubt that's the problem.

I also have the V-Portal adapter - VDV21-VD.

I can access Vonage's voicemail and successfully use the # and * keys using a non-Vonage Voip line or my mobile phone. So I have a work-around, as long as I don't use a Vonage phone to update my Vonage voicemail. Suffice to say... not an ideal situation for customer or service provider. Wink
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luv2fly3
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Joined: Jan 20, 2008
Posts: 30
Location: Michigan

PostPosted: Mon Jan 21, 2008 6:40 pm    Post subject: Reply with quote Back to top

VoIPUser34 wrote:
I just started my Vonage service this past week and am experiencing the exact same problem described by luv2fly3, all DTMF works fine except when trying to record a personal greeting or name, then the two control keys (* and #) do not work. I contacted customer support and they thought it might be a bandwidth issue. I have Verizon's FIOS with a 15Mb/2Mb connection, so I doubt that's the problem.

I also have the V-Portal adapter - VDV21-VD.

I can access Vonage's voicemail and successfully use the # and * keys using a non-Vonage Voip line or my mobile phone. So I have a work-around, as long as I don't use a Vonage phone to update my Vonage voicemail. Suffice to say... not an ideal situation for customer or service provider. Wink


YAY!! I'm not crazy!! Sorry you have to deal with the same problem I'm having, but at least I know I'm not alone and maybe this is an issue that Vonage will now see is legit and needs to be fixed. I assume that it must be something with the V-Portal given its newness. I'm actually on the phone right now...holding....for customer service to follow up on my original complaint.

Yes the work around of setting up the voicemail via another phone system does work, but I wonder what other problems may arise.

Keep me posted on your experiences if you get a solution.
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whatumean
Vonage Forum Master
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Joined: Apr 09, 2007
Posts: 168

PostPosted: Mon Jan 21, 2008 8:03 pm    Post subject: I have setup mine and... Reply with quote Back to top

I have setup my device and both * and # keys do not get recognized when setting up the greeting. Even after the voicemail box is created (from another phone) and I try and change it from the phone connected to my device, they are not recognized. I will see if my contact can tell me what is going on.
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luv2fly3
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Joined: Jan 20, 2008
Posts: 30
Location: Michigan

PostPosted: Mon Jan 21, 2008 8:07 pm    Post subject: Re: I have setup mine and... Reply with quote Back to top

whatumean wrote:
I have setup my device and both * and # keys do not get recognized when setting up the greeting. Even after the voicemail box is created (from another phone) and I try and change it from the phone connected to my device, they are not recognized. I will see if my contact can tell me what is going on.


That's 3! I was told again this evening that my ticket remains open and no resolution has happened yet. Please post back here with any further info, especially if you have a "contact" of some type that may have further info. There's none of that to be found by calling customer service!
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