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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage Canada
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JP_SK
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PostPosted: Thu Dec 22, 2011 11:27 am    Post subject: Unable to Call TOll Free Numbers Reply with quote Back to top

I am still extremly frustrated with Vonage for thowing BS answers at customers.

I am frequesntly unable to connect to toll free number. Most of the times when I call customer service, they provide an alternative number.

First that is waste of my time to contact customer service each time I want to dial toll free.

Second, on this occassion Vonage could not provide any alternative number.

Person serving me promised that they will look into an issue and fix it. Few minutes later I get the following email...

Thank you for contacting Vonage. In response to your recent request for assistance with your Vonage account, it is my understanding that you are experiencing problems completing calls to 18003875536. After performing intensive testing to determine the cause of the problem, we have concluded that Vonage as well as other phone services are unable to successfully complete calls to the number listed. If you find that you are using valid contact information, we recommend that the receiving call party seek assistance from their service provider

Please verify the number that you are attempting to dial. If the number is correct, this typically indicates that there is an issue with the telephone carrier at the other end of the call. Please have the customer on the other end of the call contact his or her carrier.



Now I am able to reach this number through all other networks so I don't buy Vonage claiming that other phone services can't reach that number. Also what's up with " we recommend that the receiving call party seek assistance from their service provider". Who in the world has time to do that.

I HATE Vonage. I would not recommend Vonage to anyone ever. Period. I am waiting for my contract to get over and I am out..
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kaburke
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PostPosted: Fri Dec 23, 2011 6:21 pm    Post subject: Same Problem - Can't Call Toll-Free Numbers Reply with quote Back to top

I have called tech support a few times about this issue. I should note that this is a relatively recent issue. Up until a few months ago (I can't remember exactly how long - it isn't something I have been logging) toll-free numbers, including most regional toll-free numbers, worked. I have been a Vonage customer for almost 6 years.

Each time I talk to the tech support specialist, he attempts to call the number and calls back to let me know the number doesn't work. When I ask where he is calling from, I am told, "India, but I am dialing from a US number." I have attempted to explain that I am in Canada, and the toll-free numbers in question don't work outside of Canada, but the response is, "I understand, that is why we call from an AT&T line." When I try to point out that AT&T is a US only company, and so won't work for Canadian toll-free numbers, all I get is a confused response indicating that I should try the call from "another provider, such as AT&T." This is very unhelpful: one, because I have no other number, and two, because I have already pointed out AT&T is not Canadian.

Hopefully someone at Vonage Canada will read this and straighten out whatever the issue is. It would also be nice if the Vonage tech support specialists recieved some training on how their Voip system works, in terms of how calls exit the Voip system and enter the PSTN network, and that Canada is not the US. I don't mind speaking to someone in India, but he had better understand that verifying a Canadian toll-free number from a US line makes no sense.

As a related aside, it used to be that sometimes when I called a Canadian/regional toll-free number I would get a message saying the number is not available. If I hung up, waited a few seconds, and called back the call would complete. As far as I was able to tell, from reading various posts, this was because the Vonage system was detecting that the call could not complete, and when retrying would exit the Voip system into the PSTN network at a different location. Why this needed to be done was not clear to me: possibly it was less expensive for Vonage to exit calls in the US, and so only exited them in Canada when they detected that it was necessary. In any case, this "retry fix" no longer works. I am not sure why.
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gavindcht
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PostPosted: Sun Mar 24, 2013 10:35 am    Post subject: Reply with quote Back to top

Hi buddy, any luck on this so far? By the way, let's say you have 10 toll free numbers, do all of them don't work? Or which ones only work?
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