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jaqfu
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PostPosted: Fri Aug 15, 2003 2:16 pm    Post subject: Another Outage Plagued customer Reply with quote Back to top

I wanted to add more weight to the outage problem. I continue to go out sporadically with no particular cause. Nothing I do on my internal network side seems to make a difference....I just have to wait for them to fix their issues, which happens intermittantly.
peterl33
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PostPosted: Mon Aug 18, 2003 1:30 pm    Post subject: Reply with quote Back to top

The red light on my ATA has been flashing all weekend... no IP no dialtone, no nothin'. When the virtual number is called, the caller would get an endless ringing---no voicemail. Now it just goes to a fast busy. Tech Support on Saturday evening had me plug the ATA directly into my Cable Modem, with no change from being plugged into the router. My understanding is that the ATA will get an IP only after communicating with the Vonage server; is that true? or should I suspect that the ATA is bad and request a new one.
(I'm a new user, and my 14-day trial is quickly running out, as is my confidence and patience.)

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Peter in Arizona
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blackhat
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PostPosted: Tue Aug 19, 2003 2:15 pm    Post subject: call drops Reply with quote Back to top

I have been having intermitent call drops. The ATA seems to reset itself (or not reset itself at times) during phone calls. At times I watch the red light as the ATA resets itself. Other times I still get dead air, so I reset the ATA manually. Bottom line is that I can't have a conversation for more then 1 minute without being disconnected.

can anyone tell me what to do or what the problem is?

please
eli
blackhat
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PostPosted: Tue Aug 19, 2003 2:18 pm    Post subject: add to above Reply with quote Back to top

I should add that I have been a Vonage customer for the past 6 months and it's been great. This problem has been for the past week!

thanks again,
eli
peterl33
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PostPosted: Tue Aug 19, 2003 7:38 pm    Post subject: Bad ATA Reply with quote Back to top

I'll answer my own question from Monday...
I finally had time to wait through 28 minutes on hold to talk to Tech Support this afternoon (I gave up after 30 minutes on hold on Monday and 15 minutes this morning), and had my suspicion confirmed that I must have a bad ATA, since the slow flashing red light indicates that it is not successfully getting an IP from whatever DHCP source it has, and the status of the Vonage server is irrelevant if the ATA doesn't even have an IP to work with. Today's Tech apologized for the misinformation I received from Saturday's call and the resultant wasted down time, and promised to overnight a new ATA tomorrow, and extend my 14-day trial. So I hope to be back up on Thursday.
Lesson to be learned: don't be afraid to question the answer you are getting from Tech Support if it just doesn't make sense. Apparently they are hiring new Tech Support people, but rushing them to service with inadequate training, so my Tech from Saturday was too quick to blame my slow flashing light on a server down, when in fact, that wasn't the cause of my problem.

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NoVA1
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PostPosted: Tue Aug 19, 2003 8:58 pm    Post subject: Reply with quote Back to top

Good to hear that Vonage is ramping up their tech support.

I only hope they ramp up their training program and hold the line on quality.

Better to hold for 30 minutes for good info than 25 minutes for bad.

(although 5 minutes max is a worthy goal)
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septimus
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PostPosted: Wed Aug 20, 2003 9:12 am    Post subject: me too. Reply with quote Back to top

New customer in minneapolis. Service is working great except that about 1/2 of my incoming calls have odd behavior. The call will ring through, I'll pick up, and both sides will either hear total silence or else a fast busy signal.. I'm sitting on hold right now, but this doesn't bode well.
baslow
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Joined: Aug 06, 2003
Posts: 7
Location: New York City, NY

PostPosted: Wed Aug 20, 2003 11:13 am    Post subject: Incoming calls going directly into VoiceMail Reply with quote Back to top

Outgoing calls work fine. Incoming callers hear a few seconds of silence (no rings) and then my VoiceMail message. This happens no matter what I set my VocieMail delay value to on the Vonage website.

The problem was fixed over the weekend when they moved me to another server but then reappeared yesterday (Tuesday) morning. I have spent hours on the phone with various Vonage service people. I have set parameters on my Linksys router, rebooted both the router and the ATA, been moved to yet another server, spoken at length to a Tier 2 technical representative who brought the problem to a Tier 3...all to no avail. I still have the problem.

The service representatives I have spoken to (seven or eight, by now) have been unfailingly polite and concerned about my problem. They were willing to spend a lot of time to trying to fix it. The basic problem seems to lie elsewhere -- perhaps in the complexity of their infrastructure, or in what seems to be their recent growth spurt. Whatever the ultimate problem, though, it means the same thing to me: People cannot get through to us on our home phone for extended periods of time.

Although I like the idea of what Vonage is trying to do I'll be forced to switch companies if they cannot restore my incoming service by the end of the day today.


Last edited by baslow on Wed Aug 20, 2003 11:30 am; edited 1 time in total
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baslow
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PostPosted: Wed Aug 20, 2003 11:30 am    Post subject: Incoming service fixed! Reply with quote Back to top

No sooner had I posted a message to this forum about my trouble receiving incoming phone calls than I found email in my inbox informing me that the problem had been resolved.

As I said before I like what Vonage is trying to do. Since they have resolved this current problem I'll stick with them and see what kind of service they deliver in the future.
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baslow
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PostPosted: Thu Aug 21, 2003 9:51 am    Post subject: Reply with quote Back to top

We awoke this morning to find that the problem of incoming calls being shunted directly into VoiceMail had returned. This is the third time in the last week. I have sent an email to Vonage service informing them of this latest setback.

I am losing faith that Vonage can reliably deliver the service they promise.

Barry
(Upper Manhattan)
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