Vonage doesn't understand it's own network ...

Posts: 2 · New Forum Member Joined: Jun 23, 2008 Posts: 2

I've been having endless troubles with Vonage's international network calling capabilities. About 2 weeks ago we noticed that we could no longer get calls to the UK from North Carolina to work.

Since this is the second time this has occurred, I thought they'd be able to fix it fairly quickly. Based upon experience of Voip I thought the problem was being caused by the signalling - after all the call is never set up.

Initially Vonage estimated 24 hours to resolve.

2 weeks have passed, and Vonage has closed the customer service request, saying they've fixed the problem.

And yet - despite repeated attempts, I can't complete a call to the UK. I have resorted to using my AT&T cellphone that ironically works just fine.

Vonage customer service and technical support is pretty poor quality. Perhaps I'll just go back to TWC digital phone.

Posts: 168 · Vonage Forum Master Joined: Apr 09, 2007 Posts: 168

What exactly happens when you try to dial a number in the UK? Do you receive dead air or some type of IVR? Has this always been the case or did it just happen recently? Have you attempted to dial a few different numbers to make sure you cannot connect at all? If you try an international call to another country, does it work or this is ALL internaitonal calling?

Posts: 2 · New Forum Member Joined: Jun 23, 2008 Posts: 2

When my Vonage service was first initiated about 5 months ago, I was able to make phone calls to the UK and other international destinations.

Then about 2-3 months ago I noticed that when I called any number in the UK I just got dead air; the dialing sequence would complete but the call was never set up.

Local and National calls in the US were fine. I tried other countries, but everytime an international call would reach the same state; e.g. dead air waiting for the call to connect.

I complained to Vonage, and after about 3 days whilst they were still investigating the problem resolved itself. I suspect they were having problems routing signaling traffic for international calls.

Anyway, it all seemed fine until about 3 weeks ago when the same problem surfaced. Vonage initially claimed they knew what the problem was and it would be resolved within 24 hours.

The dead air on all international calls persists when I dial from the US to any other international location.

People in the UK can dial us fine. Our virtual phone number in the UK works fine.

Since it's all international locations, I've come to suspect that the session initiation server we're connected to in North Carolina isn't able to route signaling packets to the UK.

I wouldn't mind, but the endless soporific emails Vonage customer support about how they're working on the problem are getting me down. Also the fact that they've placed my Vonage adaptor in diagnostic mode means that my network speed is now being affected as well.