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vsound
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PostPosted: Thu Oct 16, 2008 11:27 am    Post subject: Certain Callers Hear "Number Disconnected" Reply with quote Back to top

Vonage took care of moving our existing phone # from Verizon, or so we think.

The past few days a few callers from the downtown Goshen, IN area heard a recording that our number was disconnected. We can't duplicate the problem calling our number from our cell phones or from other phones.

I setup my Network Availability Number to shoot calls to my cell phone just in case, but what's going on here?

An unresolved phone # transfer?
Intermittent problem that many Vonage customers have?

It happened again today.

Thanks.
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butterman
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PostPosted: Thu Oct 16, 2008 11:46 am    Post subject: Reply with quote Back to top

This sounds like a problem with your old carrier, but I would contact Vonage with the issue to start with at least since they did the transfer.

To me it sounds like in the old phone company database they have your number as disconnected and aren't routing it. This would explain why only landlines have the issue.

I'm not positive, but that's my guess.

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vsound
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PostPosted: Thu Oct 16, 2008 11:51 am    Post subject: Reply with quote Back to top

Actually probably 99% of land lines work fine. It's not just cell. For instance a government office called us and they got the disconnect. I'm sure that was land line.

Thanks. We'll put an inquiry into Vonage, but from all I'm reading they sound like "customer no service."
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trekologer
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PostPosted: Thu Oct 16, 2008 11:54 am    Post subject: Reply with quote Back to top

It actually sounds like the caller's phone provider is unable to route the call correctly (if it was recently ported, they might be trying to send the call to the former company). If other callers can reach you, then the caller who cannot will need to report the trouble to their own phone provider since they are the one failing to route the call. Don't mention Vonage or that the number was ported. Just that the number can't be called from that phone but can be from others (cell, etc).
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VonTechMgr
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PostPosted: Thu Oct 16, 2008 12:27 pm    Post subject: Reply with quote Back to top

What is occurring here is that your number ported away from your local carrier's switch and is now located with one of Vonage's partner carrier's switches. Local callers will use the same switch your number was ported from and these callers are being routed internally due to the LRN(Local Routing Number) not being updated by previous carrier. This is why it does not affect any other originating callers except for those local to you. One of these callers will have to open up a ticket with the phone service provider that is unable to route correctly and let them know that calls do complete from other places such as a cell phone.

You can call Vonage but please note that the issue would have to be escalated from who ever you speak with to a higher level of support via ticket. Then the higher level will have to then open a trouble ticket with the PSTN partner carrier servicing your number. It may be 72 hours or more from the time you contact Vonage for this until Vonage opens a trouble ticket with the carrier. And then it can be 48 hours or more before the Vonage's carrier even looks into this. Even then, the carrier will only be able to verify your number is properly built into their switch, LRN is up to date, and NPAC is updated with current location of your number. Vonage's carrier would have no way to repair an internal routing issue with another originating provider.
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vsound
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Posts: 12

PostPosted: Thu Oct 16, 2008 12:38 pm    Post subject: Reply with quote Back to top

So basically you're saying don't go to Vonage for help because they can't fix it cause it's a Verizon issue?

These are our customers calling us so it's a little awkward for us to ask them to file a ticket with Verizon. Can we call Verizon and tell them the numbers with the problem calling us?

Thanks so much.
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VonTechMgr
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Joined: Jan 02, 2008
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Location: NJ

PostPosted: Thu Oct 16, 2008 12:56 pm    Post subject: Reply with quote Back to top

Yes. This would be an issue within the local Verizon switch servicing the local area you physically live in. Other people who live in this area also use this same switch. When you port a number from one carrier to another, the original carrier unbuilds your number from their switch and releases it to the new provider. At this time Verizon would also update the LRN which is the routing number used in order to transport a call to the switch where the number exists. If they do not update the LRN, local callers are still be routed to the old switch which no longer has your number and is where the Disconnected message comes from. This will only affect those local Verizon customers while other Verizon customers and Verizon support staff should be able to complete calls without issue.

Vonage's partner carrier has received the number from Verizon, built your number into their switch, broadcasted the LRN, and updated NPAC database. This is why everyone else is able to call you except for only those people in your local calling area.

If you call Verizon yourself, they will most likely not assist you since you are no longer a Verizon customer. If you are able to get help, your in good shape. This is why is the majority of cases, only a current account holder would be able to open a trouble ticket.

Opening a ticket with Vonage is fine but since Vonage does not physically have your number, they need to go to their partner carrier that interconnects to the PSTN networks and when they verify everything is OK on their end and they can see calls to your number coming into the switch, they will just tell Vonage that no trouble was found.

Also keep in mind that this is not isolated to you or to Vonage. These things can happen with the porting of a phone number between any 2 carriers if one of the parties involved does not correctly complete the LNP which is clear Verizon did not.
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vsound
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PostPosted: Thu Oct 16, 2008 1:39 pm    Post subject: Reply with quote Back to top

Thanks V-Tech. I'm trying Verizon direct. If that doesn't work, we'll kindly ask one of our customers to file a ticket with Verizon.

When I filled out my Vonage stuff it said explicitly that I would have to notify Verizon so I was shocked when Vonage said they had taken care of everything with the switch.

Thanks again.
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VonTechMgr
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Location: NJ

PostPosted: Thu Oct 16, 2008 2:27 pm    Post subject: Reply with quote Back to top

Vonage only tells you to contact Verizon after the port has completed because in many occasions, the carrier the customer ported away from will continue to bill them even though the number ported out. This now becomes another finger pointing complaint to Vonage which Vonage has no control over. So it is just a way for you confirm with Verizon they know your number ported out and are no longer going to issue you a bill.

Everyone blames Vonage for everything that could possibly happen with their service because Vonage is still the "New Kid on the Block" when it comes to the telcom industry and because of it's technology. Verizon, AT&T, SBC, Bell, etc... are always considered to be right by the general public because they are the pioneers and their long running reputations. Of course this is not the case and also allows them to get away with murder.
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vsound
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PostPosted: Wed Oct 29, 2008 5:18 pm    Post subject: Reply with quote Back to top

OK, so what do we do now?

Verizon won't talk to us. They won't talk to any of our business clients or friends who call on our behalf. Vonage did reply and basically did say there was nothing they could do. So our phone number is being held hostage. More people are getting the disconnect message AND the rollover network number we put in our control panel has only worked once.

Does this mean I am forced to go back to Verizon????

Who can help me? The FCC? Ridiculous.

Thanks for any help.
-Mark
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