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ckoehncke
Vonage Forum Senior
Vonage Forum Senior


Joined: Jan 31, 2004
Posts: 104

PostPosted: Sat Jan 31, 2004 10:48 am    Post subject: Vonage response to "beep tone" problem Reply with quote Back to top

Here was Vonage's tech support response to my very specific inquiry regarding the ill-fated beep tones that many of us have been experiencing ..

Dear XXX,

I do apologize for the delay and for no one responding to you sooner.
We are aware of this issue and the firmware Cisco has supplied us with
tho fix these DTMF tones has failed. So the only way to fix the issue
is to replace your device with the new Motorola VT 1000. The only thing
with doing a replacement is that the way our system works, once an RA
is issued for the old device and a new device is issued in the system,
the old device is deactivated. So as soon as someone presses the button
to issue you a new Motorola, within minutes your phone will not work.
Please let me know what you want to do.

Thank You,

Scott
Technical Support
Tues - Sat 330PM - Midnight
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Keith
Full Forum Member
Full Forum Member


Joined: Nov 25, 2003
Posts: 65
Location: Richmond, Virginia

PostPosted: Tue Feb 03, 2004 6:44 pm    Post subject: Reply with quote Back to top

Does anyone know if tech. support is working on a fix for the Motorola units? I have a business line in my home (I work from home) and was talking with a woman in my corporate office and heard the beeping tones. I was on three different phone calls with her today and heard it. I thought I heard it on another call, but I'm not positive.
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rpsmith
Guest





PostPosted: Fri Feb 06, 2004 2:38 am    Post subject: Reply with quote Back to top

I just spoke with the tech support folks and they confirmed this was a known problem with the cisco box. They also said the only way to resolve the problem at this time was to replace my unit with a new motorola unit.

THE PROBLEM: as was mentioned earlier, as soon as you agree to the swap your old unit STOPS WORKING until the new one shows up. So for several days you are left without phone service! With an 85 year old mother at home during the day by herself, I don't think so!

So I told the tech support guy to forget about the swap and I would call him back to disconnect Vonage as soon as I had one of his competitors unit installed and working.

Any suggestions on a replacement for Vonage would be appreciated. I'll go back to bell before I put up with this crap any longer.

RP...
Keith
Full Forum Member
Full Forum Member


Joined: Nov 25, 2003
Posts: 65
Location: Richmond, Virginia

PostPosted: Fri Feb 06, 2004 10:06 am    Post subject: Reply with quote Back to top

Can they swap the old unit for the new motorola unit, but assign a new number to the motorola unit. Then when the new MTA comes, replace the new number with the old number?
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Dan
Guest





PostPosted: Sat Feb 07, 2004 12:33 am    Post subject: Reply with quote Back to top

This is the part of the "Vonage experience" that baffles me. Clearly their process around exchanging devices is buggy. They need to fix this. Meanwhile, their techs need to escalate this up to someone who can guarantee that the customer's service isn't interrupted while the new Motorola device is in transit. It is unacceptable to say "as soon as someone presses the button to issue you a new Motorola, within minutes your phone will not work. Please let me know what you want to do."

"Please let me know what you want to do?" What kind of a "choice" is that? *I want* you to stop acting like a bunch of losers! If Vonage is providing phone service and the device they provided is defective, then it is up to Vonage to do everything they can to correct the problem without interrupting the customer's service. Duh!

'Waiter, the food I ordered is burned!'
'Oh I am so sorry sir. The kitchen is closed. I will take your burned steak away and you can come back tomorrow and try again.'
'But I am hungry now!'
'Oh sir, well it is your choice. This is the sacrifice you make when you come to Joe's Super Cheap Almost-Ready-for-Prime-Time Virtual Steak House. If you had wanted a real steak, cooked right, well you could have gone to one of those highly regulated over-priced steak houses. But you choose to come here. What did you expect?"
Keith
Full Forum Member
Full Forum Member


Joined: Nov 25, 2003
Posts: 65
Location: Richmond, Virginia

PostPosted: Sat Feb 07, 2004 1:01 am    Post subject: Reply with quote Back to top

Here's my thought... They can activate a number instantly when we want to add a new line to our accounts.... Then why can't they add a new number to the new MTA and then simply replace the new number for your old number when you're ready. Sounds easy enough to me, but who knows I'm just a user remember.

We're the ones that are keeping their lights on, but they don't want to help us but so much.
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Guest






PostPosted: Sat Feb 07, 2004 1:14 am    Post subject: Reply with quote Back to top

I had a similar problem asking Vonage to swap phone numbers in boxes. I was overseas with my ATA and my parents really liked it. I asked if Vonage could just give that ATA a new number my parents want and send me another box with the old number.

They said no. I escalated and they said the system does not allow them to do that - something about the number hard-coded in the box. I don't understand the logic. Who designed this system? Seems very inflexible.
Keith
Full Forum Member
Full Forum Member


Joined: Nov 25, 2003
Posts: 65
Location: Richmond, Virginia

PostPosted: Sat Feb 07, 2004 1:32 am    Post subject: Reply with quote Back to top

That's interesting because you can change your phone number anytime and you can make your old number a virtual number. Sounds like Customer Service needs to find a solution to their problem.

Plus, how can it be hard coded if they are selling Vonage at Radio Shack and Best Buy, you don't get the number from Radio Shack or Best Buy you get it when you activate the MTA online.
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Disturbed
Vonage Forum Senior
Vonage Forum Senior


Joined: Feb 07, 2005
Posts: 129
Location: Stroudsburg, PA

PostPosted: Tue Feb 08, 2005 2:20 pm    Post subject: Reply with quote Back to top

rpsmith wrote:
I just spoke with the tech support folks and they confirmed this was a known problem with the cisco box. They also said the only way to resolve the problem at this time was to replace my unit with a new motorola unit.

THE PROBLEM: as was mentioned earlier, as soon as you agree to the swap your old unit STOPS WORKING until the new one shows up. So for several days you are left without phone service! With an 85 year old mother at home during the day by herself, I don't think so!

So I told the tech support guy to forget about the swap and I would call him back to disconnect Vonage as soon as I had one of his competitors unit installed and working.

Any suggestions on a replacement for Vonage would be appreciated. I'll go back to bell before I put up with this crap any longer.

RP...


Can you forward your calls to your cell phone? I would consider getting another ATA if that was the case.

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pankej2000
Vonage Forum Senior
Vonage Forum Senior


Joined: Feb 01, 2005
Posts: 93

PostPosted: Tue Feb 08, 2005 2:28 pm    Post subject: Reply with quote Back to top

Yesterday I also hear Beep on my Vonage phone
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