Can call out; in-bound callers get a busy signal

Posts: 1 · New Forum Member Joined: Oct 17, 2009 Posts: 1

Location: San Diego, CA
ISP: AT&T U-Verse, cable modem
Up/Down speeds: ?/1.5 Mbps
Modem: 2Wire 3800HGV-B
Vonage adapter: Linksys RTP300
Setup: Modem---->Vonage Adapter & PC
Could not run the speed test (Java error)

Issue: Can call out fine; in-bound callers get a busy signal

I have called Vonage tech support and have been walked through resetting, etc. Finally, the tech said that it was a problem with the network and that it would be good in a couple of hours. It has been much longer than that. I have gone on-line and disabled my call forwarding but that has not made a difference.

Any ideas? Anyone else has this happened to?

Posts: 2 · New Forum Member Joined: Oct 18, 2009 Posts: 2

it's been a minimum of 12 hours here, no incoming calls, i have 4 Vonage lines and none of them work. this is getting VERY disturbing.

all of my lines affected are in the 858 area code

Posts: 1 · New Forum Member Joined: Oct 18, 2009 Posts: 1

You would have thought that inbound telephone service would be important enough to have a service level agreement in place to have it resolved within a couple hours, especially when it impacts a region that covers most of a city.

I have poor cell signal in my home. What if I had to dial 911 and they had to call me back because the ISP connection caused me to drop the call? They wouldn't be able to!? Does this seem right?

Is it time for us to give up on Vonage and start looking for service elsewhere?

I noticed the firmware was upgraded last night on my phone. Hmm. Coincidence?

Sad

Posts: 656 · Posted: Sun Oct 18, 2009 9:24 am Post subject:

This was actually caused by a trunk group between Cox Communications and Vonage inbound partner carrier that services the phone numbers for the San Diego area. Because of this trunk being down, calls were not passed to Vonage's carrier therefore calls never made it to the Vonage network. This type of issue is outside of the scope of Vonage or any carrier for that matter. When a circuit or trunk is down due to things such as fiber cuts, until the responsible company that owns the physical connection makes the repairs, any company depending upon that trunk to complete calls will have their hands tied.

Posts: 2 · New Forum Member Joined: Oct 18, 2009 Posts: 2

Cox isn't the most reliable carrier, why wouldn't Vonage have a backup in place?

i run a dedicated server company with over 500 servers and my own lines, i would never rely on a single carrier for service because stuff happens. if you don't have a backup then there is truly nothing you can do but wait.

i'm not as familiar with the phone side of it, however, so maybe there is some restriction in terms of how many CLECs provide access to certain area coes, but I wouldn't think so for a market as large as San Diego.

Posts: 656 · Posted: Sun Oct 18, 2009 2:30 pm Post subject:

Paetec is Vonage's provider in San Diego area. Your number is built into their switch so there is no other way to get calls from PSTN to your number without going into Paetec which then routes to Vonage. A DS3 between COX and Paetec was down on the COX side and they had to repair it. Any redundancy for something of this nature has to be done on the carrier side of things not on Vonage end since a call from outside the Vonage network must route to the carrier switch to complete.

Posts: 830 · Vonage Forum Evangelist Joined: Jun 08, 2007 Posts: 830

vestige wrote:

Cox isn't the most reliable carrier, why wouldn't Vonage have a backup in place?

i run a dedicated server company with over 500 servers and my own lines, i would never rely on a single carrier for service because stuff happens. if you don't have a backup then there is truly nothing you can do but wait.

i'm not as familiar with the phone side of it, however, so maybe there is some restriction in terms of how many CLECs provide access to certain area coes, but I wouldn't think so for a market as large as San Diego.

Best practices in disaster recovery for companies that rely heavily on phones is to have phone service with two different carriers just as you do for internet access.