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rsg
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PostPosted: Thu Mar 10, 2005 3:20 pm    Post subject: Incoming calls are dropped Reply with quote Back to top

This is a second posting of this message. I explicitly forgot to ask for help on the first, so please if anyone has any suggestions, I'd love to hear them.

About a week ago between 1/2 and 3/4 of my incoming calls started dropping. The phone rings in and when I answer, the caller is dropped.

my equipment is a cisco ata 186 adapter going through a belkin 802.11b router. my broadband company is Adelphia cable. I have the $49.99 small business plan (even thought the fax also does not work - I got through a couple of weeks ago on this issue and the technical service guy admitted that because of the way the packets are delivered, many of the fax accounts do not work properly. (I did slow down the rate).

I am on day 4 of literally spending hours on hold from customer service. I've called the direct sales line on three days (sometimes you do drastic things when your business line is out) and all three of them said they have escalated my requests and will get a call back. No call back. Hopefully Dan will not see this is being off track, but their is an interesting issue here of when a company should responsibly limit new accounts from being signed up when they obviously cannot properly service their current ones. If they don't take proactive and responsible action they will piss off the early adopters and people that truly champion the technology and the early incarnation of the company. By the way it is not enough to say we are working on training new CSR's.

thank you in advance for any help.

Randy
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ToddlerTN
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PostPosted: Thu Mar 10, 2005 4:31 pm    Post subject: Reply with quote Back to top

rsg wrote:
Hopefully Dan will not see this is being off track, but their is an interesting issue here of when a company should responsibly limit new accounts from being signed up when they obviously cannot properly service their current ones.


Ok, slightly off-topic, but...isn't that why Jim Bakker went to prison?

Investigators alleged his organization had oversold timeshares at the "PTL Club Resort" because if everyone with a timeshare tried to use them, they wouldn't have been able to accomodate them all. Bakker's defense was that they were using that money to build more accomodations, so they would resolve the issue before it ever became a problem, but that didn't matter. The bottom line was that he promised his buyers more than he could deliver.

Now think about Vonage, the way they keep signing up new customers, yet they can't possibly service all the existing customers...but supposedly they are going to use all of this new money to hire more people to fix the problems "sometime soon" right?
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scerruti
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PostPosted: Thu Mar 10, 2005 5:12 pm    Post subject: Reply with quote Back to top

Although I know nothing of the Jim Bakker case, in the case of timeshares you are selling real property, different rules apply.

In almost all telecommunication services, especially telephone and Internet, companies always have sold more service than they have capacity to handle.

You can see this effect if you ever tried to use a dial around long distance carrier on Mother's day. It is also the basis of the popular "web hog" DSL ads that ran in California several years ago to discourage people from choosing cable Internet service.

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ToddlerTN
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PostPosted: Thu Mar 10, 2005 5:18 pm    Post subject: Reply with quote Back to top

Oh I know it's not illegal in this case, I just always wonder why certain industries can do that...like the airlines overbooking and then bumping people. During a two-hour layover in San Francisco, I watched the Delta ticket agents try to explain how they overbooked 190 people on a flight that holds 300 people. Talk about an angry crowd...it was painful but entertaining to watch all at the same time.
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rsg
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PostPosted: Thu Mar 10, 2005 6:58 pm    Post subject: Reply with quote Back to top

ToddlerTN wrote:
Oh I know it's not illegal in this case, I just always wonder why certain industries can do that...like the airlines overbooking and then bumping people. During a two-hour layover in San Francisco, I watched the Delta ticket agents try to explain how they overbooked 190 people on a flight that holds 300 people. Talk about an angry crowd...it was painful but entertaining to watch all at the same time.


The difference is that planes sometimes break down, weather effects the operation. But it's not an every day occurance. Vonage knows they can't service their existing customers and they still sell the product.

I truly feel for the employees of Vonage. Having to deal with upset customers everyday. In fact, most of Vonage customers truly want the company to succeed (I know that I did), the CSR's want the company to succeed, it's the management's decision to keep overextending the company which is poor business. At the very least I'd like to see the CEO write a letter something to the effect of "I'm truly sorry, we underestimated the demand but we are working on staffing better and this is what we are doing to fix the problem (including limiting new customers)." Because that's not done, we have to call direct sales just to make sure someone is on the other end of the phone rather than the image that i'm conjouring up of a janitor replenishing the batteries of the answering machine playing the music on hold...

Still getting dropped calls if someone has any idea. Still cannot get through to tech support...

thanks,

Randy
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crazipper
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PostPosted: Thu Mar 10, 2005 7:15 pm    Post subject: Reply with quote Back to top

I had this same problem. I spent about 45 minutes on the phone waiting on hold--big surprise there--and was finally told to disable my voicemail and re-enable it in the control panel.

Thus far, the problem seems to be cured. Why? Who knows. I didn't know my voicemail was at all related to the persistence of incoming calls, but I won't argue.
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rsg
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PostPosted: Thu Mar 10, 2005 9:48 pm    Post subject: A response... Reply with quote Back to top

received a nice call this afternoon from one of the Tier 2 reps. He sent me a link to a shareware utility (pingplotter) to test for lost packets. Evidently their is heavy packet loss, which I'll take up with Adelphia.

He was very responsive via e-mail.

I just went back through the Vonage help/troubleshooting section of the Vonage website and could not find a way for customers to test for packet loss. Perhaps they should post a utility to test for this so we could save the frustration...

Randy
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