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Grimsrud
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PostPosted: Tue Jan 06, 2009 4:47 am    Post subject: Major problems with Cyprus mobile number Reply with quote Back to top

Whenever I try to call my friend in Cyprus' mobile number, it never works. Either she can hear faint noise from my end without me hearing anything from her (It just kept ringing while she could hear stuff) or I can hear her a bit while she can't hear me. I've had this problem for a while and I don't feel very confident that it is going to go away soon (How many people call Cypriot cell phones?) or that Vonage's tech support will have a solution, so I'm hoping someone here may have some ideas on this. I've tested landlines there and in other international locations that seem to work, but it's always a no go for mobile numbers in Cyprus. I'm probably going to end up switching phone providers if I can't figure this one out since I really need to stay in touch with this person, so I would be extremely appreciative of any ideas I can get.
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VonTechMgr
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PostPosted: Tue Jan 06, 2009 6:51 am    Post subject: Reply with quote Back to top

So first you have to understand that Vonage is not physically connecting calls to Domestic or International non Vonage lines. They route calls based upon location through a specific partner carrier. International calls will also then be sent from Vonage's carrier through an underlying carrier who may use another carrier to get to the far end carrier receiving the call. This is how telcom works with any provider. It just does not go from your provider to the end point.

In order for Vonage to assist you, it must be escalated. Your calls to level 1 and level 2 tech support will not fix anything. These people are only there to help customer plug things in and reboot devices. They are just part of Customer Care. You must be escalated to Advanced Operations who will be able to open a ticket with the carrier causing the issue and also route you through a different carrier to the number having the problem for the time being.
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