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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage
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shirtgirl
Vonage Forum Associate
Vonage Forum Associate


Joined: Jul 12, 2008
Posts: 11

PostPosted: Mon Feb 16, 2009 11:09 pm    Post subject: USA calls to only one Country a Problem Reply with quote Back to top

Five year Vonage user, my test info is below. Since February 1, 2009 we are unable to make calls to all phone numbers in Ukraine. We can make the calls no problem from a land based phone line at work. Can also make the calls from a cell phone. My wife is experiencing problems only calling to her native Ukraine. Her family can call us no problem to our Vonage phone as well (incoming). My wife can also make other calls to Europe without a problem. Italy, France, Russia, etc. Not a problem. It is only outgoing calls to Ukraine.

Thanks for any help! I have already filed a report with Vonage and they said they are monitoring my line. I have already done their recommended plan of unplugging, waiting, rebooting, etc. That is the last ive heard from them for a week now. >>We did get through shortly after resetting the router, but have been unsuccessful after the first couple of trys.

Here is my info...

1. Your location: Los Angeles, California

2. Your ISP name and type (cable, DSL, wireless etc): Roadrunner Cable

3. Upload and download speeds: 5062kbps down, 427kbps up

4. Modem make and model: Terayon TJ715t

5. Type of Vonage adapter used ie RT31P2 or PAP2: RT31P2

6. Setup of Network ie Modem---->Vonage Adapter-->PC

Cable Modem > Vonage Router > Computer

7. Issue you are experiencing ie dropped calls, choppy audio etc

Outgoing calls to Ukraine to Ukraine only. My wife makes several calls to Europe. Italy works fine, France works fine, Russia is fine, but calls to her native Ukraine dont work.

8. Run this Voip Test: After the test has fully completed, in the Advanced Tab, click on "View Text" in the lower right hand corner. Copy-N-Paste that data into your post.



Speed test statistics

---------------------

Download speed: 3338248 bps

Upload speed: 480544 bps

Quality of service: 80 %

Download test type: socket

Upload test type: socket

Maximum download pause: 142 ms

Average download pause: 3 ms

Minimum round trip time to server: 52 ms

Average round trip time to server: 55 ms



Voip test statistics

--------------------

Jitter: you --> server: 1.8 ms

Jitter: server --> you: 3.9 ms

Packet loss: you --> server: 0.0 %

Packet loss: server --> you: 0.0 %

Packet discards: 0.0 %

Packets out of order: 0.0 %

Number of supported Voip lines: 8

Estimated MOS score: 4.0
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shirtgirl
Vonage Forum Associate
Vonage Forum Associate


Joined: Jul 12, 2008
Posts: 11

PostPosted: Mon Feb 16, 2009 11:45 pm    Post subject: Reply with quote Back to top

Changing the sound quality did not work either.
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VonTechMgr
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Jan 02, 2008
Posts: 656
Location: NJ

PostPosted: Tue Feb 17, 2009 6:54 am    Post subject: Reply with quote Back to top

When you experience any type of issue(call completion or quality) on an international call only to a specific destination, the problem is not on your side or on Vonage's. It is with Vonage's partner carrier's choice of route to the destination. This means the underlying carrier that Vonage's partner carrier is using to that destination is the cause and the only way to fix this is for the Vonage customer care people to escalate a ticket to higher levels of support. Vonage techs then open a ticket up with the Vonage carrier who changes routes to fix the problem.
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shirtgirl
Vonage Forum Associate
Vonage Forum Associate


Joined: Jul 12, 2008
Posts: 11

PostPosted: Tue Feb 17, 2009 9:50 pm    Post subject: Reply with quote Back to top

So I should probably start a new ticket # and reference my old ticket number from a week or two ago? I am not getting any replies after what appears like a common email reply I received shortly after I had sent in the first ticket instructing me to some common fixes.
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ksig
Vonage Forum Master
Vonage Forum Master


Joined: Jul 07, 2008
Posts: 183
Location: Illinois

PostPosted: Tue Feb 17, 2009 9:58 pm    Post subject: Reply with quote Back to top

Ask them to re-open the old ticket and escalate it to the next level of technical support. When you speak to level 1 technicians they are often not well versed in actual high level troubleshooting outside of connection issues, hardware problems, etc. They are the "please reboot" guys/gals. You need to speak with someone higher that can understand and work with other carriers to resolve the issue.
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VonTechMgr
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Jan 02, 2008
Posts: 656
Location: NJ

PostPosted: Wed Feb 18, 2009 6:49 am    Post subject: Reply with quote Back to top

If you received a generic e-mail telling you to reboot things and check cables, your issue has not been escalated. The lower tier you worked with just treated your case as a normal audio issue instead of escalating your ticket. If you can provide me with the ticket number, it would be helpful but you may need to have a new one opened and escalated.
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shirtgirl
Vonage Forum Associate
Vonage Forum Associate


Joined: Jul 12, 2008
Posts: 11

PostPosted: Wed Feb 18, 2009 3:30 pm    Post subject: Reply with quote Back to top

Thanks for the info here! My original ticket explaining the situ is #22860058. Yesterday I filled out a new form asking for that ticket number to be escalated, but have not received a response to it yet. That new ticket number is #22881673.
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VonTechMgr
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Jan 02, 2008
Posts: 656
Location: NJ

PostPosted: Wed Feb 18, 2009 3:50 pm    Post subject: Reply with quote Back to top

Your lucky to have even gotten a response to the first ticket. There really isn't much of a team that works e-mails sent in. The majority of support staff is on the phones. Your e-mails are being responded to by outsourced people from overseas. That is why a call to support is better because you could at least tell someone to escalate your call to next level.

So after reviewing your tickets, the reason the first weren't escalated was because you did not provide call examples when they requested them. Regardless of who you deal with, call examples with the numbers being called and the exact call times are needed in order to provide our carrier the data they need.

I will have someone try to reach out to you.
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shirtgirl
Vonage Forum Associate
Vonage Forum Associate


Joined: Jul 12, 2008
Posts: 11

PostPosted: Wed Feb 18, 2009 3:52 pm    Post subject: Reply with quote Back to top

OK, thanks. I thought I made it fairly clear that all outgoing calls to Ukraine from February 1st until present was sufficient. Unfortunately, when Im at work I dont have the time to be on a phone for any length of time. I can handle emails as they come in, but thats about it.

Thanks for the update.
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VonTechMgr
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Jan 02, 2008
Posts: 656
Location: NJ

PostPosted: Wed Feb 18, 2009 3:59 pm    Post subject: Reply with quote Back to top

OK. Read it again. So you only are looking for credit which I can't assist with since I am from the engineering side. Your issue will have to be handled by Customer Care. Since your only looking for credit for past calls, you may have to specify that in the e-mail so that it stands out.

When reading the e-mail, it appears that your reporting a technical issue as well as looking for credit. Your initial post on the forum also implies you were looking for assistance for an international calling issue which is why I jumped in.
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