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mathey
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PostPosted: Sun Aug 16, 2009 11:56 am    Post subject: Not receiving calls from one person Reply with quote Back to top

1. Westminster, MD
2. Comcast cable
3. 4.01mbps down/1.18mbps up via Speedtest.net
4. VDV21-VD
6. Modem>Vonage Adapter>Router>PC

7. I have one person who cannot call us from their landline. They said it just rings continually, never being picked by even the Vonage voicemail system (and obviously not by our answering machine either) I checked our account settings to see if we had blocked them somehow, but didn't see anything. As far as we know, no one else has had an issue reaching us. We have had Vonage service for about 6 months now.

8. Voip Test: would not load or run
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DLevenson
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PostPosted: Sun Aug 16, 2009 12:57 pm    Post subject: Reply with quote Back to top

It would be useful to know what location the unsuccessful caller is calling from (city, state) and what local carrier or long distance company they are using. It would also be interesting to know whether or not the same caller has had trouble reaching any others.

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VonTechMgr
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PostPosted: Mon Aug 17, 2009 5:36 am    Post subject: Reply with quote Back to top

"I know since Vonage is still considered the new kid on the block so the problem has to be with Vonage. It can't be with the conventional phone company placing the call that has been around forever." This is just how most people perceive it.

In scenarios where a specific caller cannot reach the destination, the problem is usually not on the receiving side. This issue is can caused by a few things.

1) The originating carrier routing to the incorrect LRN(Location Routing Number) and would most normally be seen after an LNP was completed.

2) A carrier interconnect being broken between the originating carrier, the underlying carrier, and Vonage's partner carrier that has your number built into their switch.

3) The originating carrier is a small mom and pop entity and does not want to pay toll charges to route the call to the current LRN. This happens to be a regulatory issue that goes to the FCC.

The easiest and just about the only way to resolve the issue is the caller has to contact their own provider since they are the ones not properly routing the call. All they have to tell their provider is they cannot complete the call through them while everyone else they know with other services can. They can even prove to them the call completes by using their own cell phone.
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mathey
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PostPosted: Tue Aug 18, 2009 11:42 am    Post subject: Reply with quote Back to top

sorry for the delay - they were away for a few days...

they are located 18 miles from us...and use Verizon as the carrier and LD as well.

so they need to contact verizon about this?

i'm guessing i'd have to take care of next time i'm there...they are "technically challenged".
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VonTechMgr
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PostPosted: Tue Aug 18, 2009 12:47 pm    Post subject: Reply with quote Back to top

If that is what you have to do, then yes, you would need to contact Verizon. In the past prior to Vonage and Voip, if you had a problem calling a number, you would dial the operator for help. You didn't contact the person you were calling's service provider.

Somehow that has changed and people just automatically contact Vonage whether the issue is inbound or outbound calling. Guess because it's a new technology and a new carrier they have to be the point of failure.

The biggest problem with call completion did not start with Voip but with the ability to port phone numbers between carriers. After an LNP completes, some originating carrier will still route to the old LRN which locates the switch the phone number resides on. In essence it would be the same thing as moving your checking account number from one bank to another and keeping the same account number. Yet the routing number changed and you still have a company trying to route to the old routing number where there is no account.
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mathey
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PostPosted: Thu Aug 20, 2009 8:46 am    Post subject: Reply with quote Back to top

just found out today another person can't call in to us...they are also 18 miles away, but in a differnet town...so i'd venture to guess that there have been others as well, just that we don't know about them.

My wife also mentioned calls are cutting out mid stream...

sheesh
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VonTechMgr
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PostPosted: Thu Aug 20, 2009 9:20 am    Post subject: Reply with quote Back to top

Most likely the other person who cannot reach you is also a Verzion customer who is on the same switch.

Calls cutting out midstream is typical symptom of packet loss which could be caused by modem, router, or the internet. You would need to run continuous diagnostic tests to isolate root cause. This nature is part of Voip.
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mathey
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PostPosted: Thu Aug 20, 2009 9:36 am    Post subject: Reply with quote Back to top

is this something I can contact Verizon about? or would each individual user need to do this...
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VonTechMgr
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PostPosted: Thu Aug 20, 2009 9:51 am    Post subject: Reply with quote Back to top

If both callers are both with Verizon in that local calling area, only one caller needs to open a trouble ticket with Verizon. If they fix the routing problem correctly, it would fix it for all callers in that area.
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