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shirtgirl
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Joined: Jul 12, 2008
Posts: 11

PostPosted: Wed Feb 18, 2009 4:01 pm    Post subject: Reply with quote Back to top

Exactly! I was reporting a problem, but thought I would kill two birds and at the end asked for credit too Smile More than anything right now Im trying to report a problem.
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VonTechMgr
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Joined: Jan 02, 2008
Posts: 656
Location: NJ

PostPosted: Wed Feb 18, 2009 4:06 pm    Post subject: Reply with quote Back to top

At any given time, there could be international calling issues to any destination. This is based upon the carriers Vonage has in route to that destination and the underlying carriers they use to route to the in country carrier. Once complaints come in for a specific destination, carrier tickets are open and offending carriers are routed away from. Depending upon the volume of complaints can change the duration of time to resolution. If only a handful of complaints are escalated, it makes it difficult to identify a problem. When complaints come in masses, it is easy to identify and it is worked right away.
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shirtgirl
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Joined: Jul 12, 2008
Posts: 11

PostPosted: Sun Mar 22, 2009 3:05 pm    Post subject: Reply with quote Back to top

* BUMP *

My wife still has call problems to Ukraine. Problems cleared up for a couple days after posting this, but it soon went bad again. I havent had time to log in and post again as work has been busy and wife wasnt calling Ukraine lately (she had university finals).

Looking at our call history, several calls to Ukraine were placed from February 17th to February 27 successfully. After that my wife made no calls until March 8th (5 different tries) all unsuccessfully. So at least from March 8 until now calls no longer work to Ukraine.

May I please ask for this issue to be escalated? Many thanks!

Regards, Dave
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VonTechMgr
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Joined: Jan 02, 2008
Posts: 656
Location: NJ

PostPosted: Sun Mar 22, 2009 4:03 pm    Post subject: Reply with quote Back to top

This is not a Vonage owned or operated forum. A separate entity not affiliated with Vonage sponsors this forum.

With that said, an escalation has to be made through Vonage not through this forum. When calling into Vonage, the lower tiers can create a ticket which can get escalated to the higher tiers. The higher tiers can then escalate to the offending carrier and get the issue resolved. It can take a up to a few days for you to see a resolution.

In order for calling issues of this type to be escalated, your going to have to provide Vonage with your number, the numbers that your calling to that experience the problem, the exact call times, and the exact problem you experience. All call examples provided must be from within a 24 hour window from the time the calls were placed otherwise Vonage's carriers wont accept the escalation.
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