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jtolli
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PostPosted: Thu Mar 27, 2008 6:17 pm    Post subject: Reply with quote Back to top

Here's where I am with my problem. I called tech support when I got home from work today, and gave them the case number I got yesterday. The lady pulled it up, and said that I needed to contact my previous carrier to make sure they completely ported my number. I said, "I need to call them", and she said you need to find their number so I can call them. I looked up the number for AT&T, my previous carrier, and she called them while I waited. By the way, I have been with Vonage for three years this month, so it's hard for me to believe AT&T didn't totally port my number, and the problem is just now showing up three years later. Anyway, she came back on the line in about 5 minutes, said she talked with AT&T, and my number is no longer in their database.

She did some more test calls, again Vonage gets through, but non-Vonage gave her a fast busy signal. Yesterday I had also thought that the problem may be with one particular carrier not being able to call my vongae number. My cell phone provider is Verizon. To see if that was the case, I treid to make a call from a Qwest pay phone; no luck, same results.

The lady from tech support had me shut down both my cable modem, and my Vonage device for 5 minutes, then power them back up; no change. She told me she had to turn on D logging (or that's what it sounded like she said) to take some call samples for the next 24 hours. She said she would call me back tomorrow with a new ticket number, and the problem would then be forwarded to engineering and it would take them another 24 to 48 hours to resolve the issue. I am thinking like bndgup says, this is a PSTN problem, and I'm not sure if Vonage has the capability to resolve it. I was wondering what would happen if they gave me a virtual number to try out, would that prove anything?
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ed56
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Joined: Jun 08, 2007
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PostPosted: Thu Mar 27, 2008 7:16 pm    Post subject: Reply with quote Back to top

bngdup pointed out:

"This means 1 of 2 things. The carrier that Vonage partners with to hold your number dropped the ball and isnt sending the call in to Vonage ...."

Which also could be the case. I wonder if Vonage can ask their partner (CLEC?) to do a test to see if they detect the call or search their logs to see if the call came in from the Local carrier?

I can't even count how many times I am asked to check logs on servers I manage to see if the problem is on my end or the client's customer not sending the order (usually via xml http post). And yes, you guessed it, the order in question had not gotten through their customer's queue yet. Rolling Eyes

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