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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage Canada
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djino
Vonage Forum Senior
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Joined: Mar 27, 2005
Posts: 110
Location: Ottawa, Canada

PostPosted: Sun Mar 27, 2005 1:57 pm    Post subject: Pizza Hut Reply with quote Back to top

The big question what everyone should be asking is why hasn't Pizza Hut implemented their website to online ordering. This would eliminate the hassel for unreachable numbers.

Nobody better reply to this message with "What if one doesn't have internet?"

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west3660
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Joined: Apr 05, 2005
Posts: 4

PostPosted: Tue May 03, 2005 4:04 pm    Post subject: Can't dial #310 numbers in Canada Reply with quote Back to top

I contacted the company that handles Pizza Hut and Kentucky Fried Chicken #310 numbers and received the following reply. ( I have also forwarded this to Vonage Help but, so far, have received no reply.)

Dear Terry,



I have done some investigating on this issue on your behalf, and here is what I have uncovered.

Vonage, and the other Voip suppliers, control the dialling plan available and are not permitting these calls to go through. The large telephone companies have raised this concern, on our behalf, with the Voip suppliers.
Pizza Hut has taken steps to provide Voip users the ability to reach us by setting up a toll free access number. Unfortunately, Vonage is also blocking your ability to dial our 888-310-1010 number.
We would like to encourage you to bring this issue to Vonage's attention, as the quickest way for a company to understand an issue is through customer feedback.
Your location is supported by our call centre in Edmonton. We could provide you with a local Edmonton number to dial, however long distance charges will apply.
All of our restaurant phone numbers are unlisted, we might be able to give you the phone number to your local Pizza Hut. However you may have difficulties as most store procedures are to refer customers to the 310-1010 number, as they do not have the extra staff to take calls.

I am sorry that there is not much else I can do to assist you.

Sincerely,



Nikki Anand

Customer Communications Representative

Yum! Restaurants International LP (Canada)

1-866-664-5696
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miket603
Vonage Forum Master
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Joined: Mar 15, 2005
Posts: 188
Location: Burnaby, BC

PostPosted: Tue May 03, 2005 4:39 pm    Post subject: Reply with quote Back to top

Interesting. At least it sounds like Pizza Hut tried to help but it sounds like they don't quite understand the problem. The problem is not that Vonage is "blocking" the numbers. The problem is that the Vonage server that connects to the PSTN is located in the US. If Pizza Hut's "888" number was enabled in the US, Vonage users would be able to connect to it. As it appears that the "888" number is only a Canadian toll free number, it is outside of the server's calling area.

Like every other Canadian Vonage customer I'm sure, I would like to be able to access "Canada Only" toll free numbers, including 310 numbers. Hopefully, Vonage will soon have a Canadian server to go with its new Canadian cell centre that opens in June. This will increase acceptance of the product here in Canada and more importantly, will increase the Wife Acceptance Factor!
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dabones
Vonage Forum Evangelist
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Joined: Jan 31, 2005
Posts: 508
Location: London, ON (519) & Columbia, SC (803)

PostPosted: Tue May 03, 2005 6:12 pm    Post subject: Reply with quote Back to top

well I know that the pizza hut here where I am will accept calls to it's local number, my bro does it all the time from his cell phone..


I hope that Vonage Canada will become more independant of the US company, and provide some better service and rates to their CDN customers.. we need to be able to dial tooll free, but they do have problems in teh US too, there are alot of regional 800 numbers that can only be dialed form one state, and those don't work for the American's either..

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DarKev
Vonage Forum Evangelist
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Joined: Jan 25, 2005
Posts: 336
Location: Gatineau, QC

PostPosted: Tue May 03, 2005 9:40 pm    Post subject: Reply with quote Back to top

Vonage has been saying for almost a year now that they were working on a solution for the 1-800 number problem. I am quite surprised that they have not done anything to address this particular issue as many people have been complaining about it.

I referred one of my friends and he has been happy with Vonage, but I forgot to tell him about the 1-800 problem. Last week I ran into him at the mall and he was cursing Vonage to me. He said he had spent a week calling a government office and getting a busy signal. He figured it was because of tax time, the office was really busy. After a week of that, he called another government number that was not toll free and they told him that their lines had not been very busy and they could not understand why he was getting busy signals. He called using Vonage again - busy. He called using his cell phone and it went through.

The least Vonage could do would be to put a verbal message on the line stating, "The 1-800 number you dialed is not accessible from the Vonage network." That way people would know to call it from another phone. The busy signal in lieu of the recording is not acceptable.
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djino
Vonage Forum Senior
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Joined: Mar 27, 2005
Posts: 110
Location: Ottawa, Canada

PostPosted: Wed May 04, 2005 5:56 am    Post subject: Reply with quote Back to top

DarKev wrote:
The least Vonage could do would be to put a verbal message on the line stating, "The 1-800 number you dialed is not accessible from the Vonage network." That way people would know to call it from another phone. The busy signal in lieu of the recording is not acceptable.


Understood. But how would they be able to distinguish between a 800 number that could be valid in Canada to a unvalid 800 number in the US. Can't simply just have a recording saying 'the 1-800 number you dialed is not accessible from the Vonage network." if in the case the 800 number isn't valid at all in neither Canada/US (Without at least having a Canadian server to check the validity).

Anyways, the only way for it to work is to have a canadian server.
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DarKev
Vonage Forum Evangelist
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Joined: Jan 25, 2005
Posts: 336
Location: Gatineau, QC

PostPosted: Wed May 04, 2005 10:31 pm    Post subject: Reply with quote Back to top

When you cannot get through to a number using the Bell system, 99% of the time it will give you a recorded message. Vonage is giving people a fast busy signal. AKA Reorder tone. We may know that this means we cannot get through, but my friend spend days redialing a number that he could not reach through Vonage due to this 1-800 problem in Canada.

They need to replace the fast busy tone with a message. It should not matter if it is a call in the US that the US cannot get. The message would indicate to less telephone educated people that their call is not going to ever complete, and they can find another number. It's just an added touch of courtesy for Vonage customers I would think. It might save some frustrations and save some customers from leaving! You always have to remember the customer retention factor.
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freerick
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Joined: May 08, 2005
Posts: 3

PostPosted: Sun May 08, 2005 6:16 pm    Post subject: Reply with quote Back to top

It seems like the problem is not with Vonage or Voip in general, but rather with a poor implementation of the 310 service. It sounds like these numbers can be reached only if you are calling from within the same network that provisions the number, or if the network you are calling from has a special arrangement with the 310 provider. If this happened in the US, I suspect that the FCC would step in and require universal interoperability.
I tried calling 1-604-310-1010 from San Diego, California using my Vonage phone and I got a (Canadian) recording saying:

"52-3. We're sorry, the number you dialed is invalid, please check the area code dialed or call directory assistance in the city you wish to reach."

I tried calling the same number from my Verizon Wireless cell phone and I got a busy signal. I tried calling the number from a regular landline provided by Cox Communications, and I got the following announcement:

"The number you have dialed is not a long distance call. Do not dial the digit 1 or 0 before the number you're calling. FCV 5."

If I try calling without the 1, I get an announcement that says:

"We're sorry. You must first dial a 1 when calling this number. Will you please hang up and try your call again."

It is interesting to note that out of the three phone networks that I tested, it was Vonage which handled the call the best, since it was the ONLY provider that actually routed the call to Canada (even though it didn't reach the proper destination, as expected). Verizon wireless did the worst, since I didn't even get an announcement, and Cox doesn't know what it wants.

I would be interested in hearing what kind of response customers of other telephone service providers get (VoIP or not) when calling this number.
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DarKev
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Jan 25, 2005
Posts: 336
Location: Gatineau, QC

PostPosted: Sun May 08, 2005 9:13 pm    Post subject: Reply with quote Back to top

I was talking about dialing 1-800 numbers, not 310 numbers. I never did care for the 310 concept, mainly because it is very limited. You can only have 9,999 possible numbers under the 310 plan. It does not make sense to me that the phone companies even thought of implementing such a thing. It certainly was not thought of with the future in mind.

1-800 numbers work quite differently. If you are a Canadian Vonage customer, you may not have access to some Canadian 1-800 numbers as they can be reached from Canada only. No matter where you live, Vonage routes all 1-800 calls through the U.S. whether you live in Canada or the U.S., and there lies the problem.
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dabones
Vonage Forum Evangelist
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Joined: Jan 31, 2005
Posts: 508
Location: London, ON (519) & Columbia, SC (803)

PostPosted: Mon May 09, 2005 6:54 pm    Post subject: Reply with quote Back to top

those stupid 310 numbers are just for a 'local presense' deal, cuz they're 7 digit dialing no matter where you live, actually I dont' think you can even dial them with an area code even in an area that can normally dial one, but I may be wrong, I dont' have a landline to try it on anymore.. all i know is that some of them are avail form only certain area codes, and you can only call them if you're in those area codes, just like alot of 800 numbers..

funny thing with them tho, I dialed 310-1010 form a d/c'd bell landline and I got pizza hut.. lol.. I guess since Bell uses 310-2355 to call them, they alloow you to dial them to connect service on your phone when you move into a new place..

_________________
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** Notice, GrandCentral.com has been purchased by google.. they are now 'invite only' .. PM me if you would like an invite..
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