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zaphod
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PostPosted: Thu Feb 24, 2005 9:47 am    Post subject: Technical support issue. Reply with quote Back to top

Dammit, i just had this whole long thing written out and I clicked the spell check button, my popup blocker restricted it. Like an idiot i clicked to temp allow popups which of course refreshed the page so I lost everything!

Anyway, starting again. I have been checking out this forum for a little while now and I want to thank everyone for their great input. Unfortunately my first post must be one of complaint.

I got Vonage service a couple months ago and have been very happy with the service, that is until recently. My only issue prior was that i could not make the daily call with my directivo box. But having come from a different Voip line, i was already used to this. I was reading here about what people did to rectify the issue so I had hopes. I had read about someone that spoke to a Vonage tech who made changes to their settings and that coupled with dial prefixes solved the issue. I decided to give that a try. I called from my mobile phone so that if they need to do something to the line while it was inactive it would be okay. After following the voice prompts I was on hold for 45 minutes before a technical support person picked up. he told me he was changing some settings and suggested the dial prefixes to try and that I should try it in an hour. I did so, it made a bit more progress connecting, but it would now fail during the negotiating stage. I wasn't going to call back since I had already wasted an hour of my night.

The next night I called to report the progress and try again. Again calling my cell phone, after the voice prompts I was on hold for over an hour. Thank God for rollover minutes. An hour went by and no one had picked up. At this point I was the victim of scornful glares from my wife and decided to call it quits, so I hung up. The next day I logged into my dashboard account at the Vonage site and posted a ticket there explaining my problem. I got the auto response almost immediately, but that was the LAST i heard from Vonage. I even tried replying to the auto response stating that I hadn't gotten any correspondance from them in hopes that someone would see it and have someone get back to me. No dice. After a week of no response, I had some free time at work so I decided to call tech support. This time I was only on hold for 30 minutes. A guy picked up the phone and I told him I was calling in regard to an unanswered ticket. I gave him the ticket number, I heard him punching some keys but i think he was just answering an instant message because he still had no idea what i was calling for. So I started from the beginning. He told me that he was making changes to the settings according to what their handbook says about tivo and that he "felt confident that (I) had the correct settings for tivo". Guess what? It didn't work. It worked less than it did before. Now it won't even make the initial connection. So we went backwards. At that point, i gave up. I decided I would just run a long cable to my neighbors house and borrow their phone line to connect. Then I'll wait for directv to take their sweet time updating the software so that I can connect through my network like my standalone tivo box does.

Fast foward to last weekend. My wife is talking to her mother on the phone who complains that the audio is garbled and breaking up. I chalk it up to a bad connection. We are not big phone people so it went unnoticed for a while. A couple days later another call came in and the audio was terrible. I tried making a call and the phone rang twice choppy and then went to dead air. I tried calling my mobile and it went through ok. I deduced that my issue was calls with land lines, outgoing or incoming. I tried to call customer service. This was the best yet. Ever time I tried, i would follow the voice prompts, get put on hold and roughly 15 minutes into the call it would get disconnected. I tried it FIVE TIMES and got the same result. i gave it a rest for a little while and then tried again. This time after the voice prompts, I got busy signals. I tried calling the sales department because i knew I would get a live person. They told me that they had no way to put me in touch with a technical support person. I found this a little hard to believe from a phone company but what could i do. So I gave up with the phone calls. I decided to make sure it wasn't something on my network. I connected the linksys phone router directly to my cable modem. reset it to factory spec and tried. same result. I figured out that the only way i can use my phone right now is with the bandwidth saver turned all the way down to the lowest setting. It's not my internet connection. I speed tested it at almost 4mb down and 450k up. I verified that with some FTP sessions that pulled down at over 1mb.

I have submitted a new support ticket since I can't get anyone on the phone to help me and frankly I don't feel that I should have to spend over an hour waiting for someone to pick up because my service isn't working. That's bad business. I have expressed in my ticket that if I do not hear from someone, I will start looking into call vantage or another internet phone provider. I don't want to make the switch but if I can expect Vonage to be a no show when there is a problem with their service I just can't stay with them

Thank to everyone who actually read this long winded rant.

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otaku
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PostPosted: Thu Feb 24, 2005 11:31 am    Post subject: Reply with quote Back to top

I probably won't be able to help, but did you run the speed test at:
http://www.vonage-forum.com/voip-speed-test

And if so, what was your QoS percentage?

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reebok
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PostPosted: Thu Feb 24, 2005 11:44 am    Post subject: Reply with quote Back to top

out of curiosity, why do you specifically ask about the qos results?

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otaku
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PostPosted: Thu Feb 24, 2005 11:48 am    Post subject: Reply with quote Back to top

Garbled calls, possibly bad connection to ISP? That won't be seen from just upload/download speeds. Checking for lost packets might also help, with that ping plotter program.

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PostPosted: Thu Feb 24, 2005 11:55 am    Post subject: Reply with quote Back to top

and what does the qos result show you?

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zaphod
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PostPosted: Thu Feb 24, 2005 12:01 pm    Post subject: Reply with quote Back to top

otaku, I will give that a try tonight when i get home from work and post the results tomorrow. I can tell you that I've run multiple FTP sessions without difficulty and saw good speed up and down.

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zaphod
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PostPosted: Thu Feb 24, 2005 12:05 pm    Post subject: Reply with quote Back to top

Honestly, I understand that sometime things happen and service is interrupted. Lord knows Verizon has issues all the time with standard land lines and theyve been in existance for a hell of a lot longer than Voip. My main concern is the support side of it. I work for a "tech" company and if my clients had to wait on hold for 45 minutes to an hour just to speak with someone, or submitted helpdesk tickets that never got replied to or in some cases I have read here were replied to weeks and weeks later, I'd be on the street wiping peoples windshields for spare change! haha. It's disheartening to feel like you have a problem with something and no one cares to listen and help.

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ToddlerTN
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PostPosted: Thu Feb 24, 2005 1:00 pm    Post subject: Reply with quote Back to top

I've been told that the bandwidth test QoS rating has no real bearing on troubleshooting Voip issues. It's just measuring the ratio between your lowest and highest ping times. If I understand it correctly, you could have 99 pings at 20ms and one ping at 200ms and your QoS would be 10%.

Now if you had 50 pings at 200ms and 50 at 20ms, that would mean something else, but that's not how QoS is measured, as I understand it. And cable modem users will always have QoS like 20%-40% typically because it is a shared pipe, unlike DSL which is much lower bandwidth but much more consistent, but 20%-40% is nothing to worry about, either.

If I'm wrong, I'm sure several people will say so. Wink
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zaphod
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PostPosted: Thu Feb 24, 2005 1:24 pm    Post subject: Reply with quote Back to top

I'm wondering what the explaination is for the problem being exclusively with land line connectivity. As I stated, calls to my mobile phone went through and sounded fine, as best as a cellular call can sound. And I'm not saying it wasn't an ISP issue. It very well could have been. Just would have been nice if I could have gotten through to someone at Vonage for them to even suggest that.

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PostPosted: Thu Feb 24, 2005 6:26 pm    Post subject: Reply with quote Back to top

Ok i ran the speed test 4 times and each time the QoS was 91%. Sounds pretty good to me. Meanwhile i picked up my phone and can't call particular land lines. I'm so damn frustrated right now as I sit on hold for someone. I'm just about ready to pull the plug on this service. This is absolutely ridiculous how awful the support is.

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