Problems with recieving incoming calls over the last few day

Posts: 12 · Vonage Forum Associate Joined: Jun 07, 2003 Posts: 12

Guys,

I've been having problem receiving incoming calls via the Vonage service this week.

I've changed the settings to recreate the user configuration database.

I've opened the ports on my firewall, which never mattered before.

What is going on with the service?

(PS, my mother has also been seeing the same problems.)

Posts: 6 · New Forum Member Joined: Aug 04, 2003 Posts: 6

A friend reported to me that he couldn't get through Vonage to me last night (Sunday 8/10) either. I was calling out just fine and got other calls in the evening without trouble.

Seems that it was intermittent. Wonder what was going on?

Posts: 24 · Vonage Forum Associate Joined: Aug 05, 2003 Posts: 24

Lost my serice too. Vonage tech support at around 7:00pm (EST) told me that the NEW server new customers were being placed on wen down. They had no time table for restoration of service. About 10:300pm, I was able to make outgoing calls, but incomming just gets me a genric Voice Main (Not the voice mail I set up at vongage). it's now 11:300 and still no incoming calls. Will try Tech support again and see what they say now.

Posts: 83 · Posted: Tue Aug 12, 2003 12:09 pm Post subject:

Having MAJOR problems with Vonage for the past 3 days. Tech support hold times are ridiculous!

I have 2 Virtual numbers - one of them (in TX) cannot get through and the other one (in NJ) now gets directed to some guy called Matt in Virginia (I'm in CT!!!)

What's up with Vonage?? Service has become non-existent!!

*rant mode=off*

Posts: 24 · Vonage Forum Associate Joined: Aug 05, 2003 Posts: 24

I agree I was on hold for over an Hr last night. Today I called at about 9:40am (est) and they still had not fixed my Virtual number. I am still within my 15 day trial and it is not looking good. When it works it's great, but so far 30% downtime is not acceptable.

Posts: 24 · Vonage Forum Associate Joined: Aug 05, 2003 Posts: 24

I am back up (3:00pm Est). No email from Vonage Tech Support. It just started working again. Virtual number is working properly also to my Voicemail and ringing thru to my home. Total down time = 6:00pm to 3:00 Pm (21 Hrs). Hope this is an isolated incident.

Posts: 83 · Posted: Thu Aug 14, 2003 9:46 am Post subject:

Back up and working. Got a call from Vonage Tech Support - they said that "lots of other people have been having problems with their Virtual Numbers"

Total down time - 3 days

I ditched my local POTS for Vonage - so I view them like any other utility company (electricity, cable, LEC etc.). They NEED to do something FAST about Callcenter HOLD TIMES. In the 6 months I've been on Vonage - I have never gotten through in less then 20 minutes of hold time.

What's up with that? They need to revisit their business model if they cannot keep up with the growth they should have planned for.

Vonage - take note: I'm furious with the HOLD TIME - not the DOWN TIME.

*rant mode=off*

Posted: Thu Aug 14, 2003 10:28 am Post subject:

Hi, I too have been having problems receiving and making outgoing calls in the last few days. The solution for me seems to be resetting the ATA. Is this true also for you guys?
I contacted Vonage support and they are implying that the problem could be in my network setup. But this same setup had been working without trouble until this week!!

Rafael.

Posts: 83 · Posted: Thu Aug 14, 2003 3:18 pm Post subject:

Resetting my ATA, Router, Cable Modem etc made no difference. This was a Vonage outage.

The other thing I've been getting quite often of late is "dead air". I pick up the phone and it does not go off hook. I check my logs and firewall and there are no packest being sent to Vonage from my ATA, no traffic at all. Then a couple of minutes later, all in kosher. No communications flow between my ATA and Vonage's servers - go figure.

Something is not right in Dodge (at Vonage). They have production servers that crash and burn and they don't even *know* about it? That's scary....

*rant mode=off*

Posted: Fri Aug 15, 2003 11:03 am Post subject:

Yes, I also get the "dead air" symptom.. I try pinging the ATA at this point and it replies just fine. But resetting it gets it work again..

Rafael.