This is the text of an (as-yet unanswered) email I sent to Vonage service on 11/4/2003 which explains the subject issue:
"I've been having an ongoing issue with my service, which has been once before reported to you:
"Some call-waiting calls "punch through" immediately, cutting off the pre-existing conversation completely.
"I've received advice to try other telephones, and I have done so, using 4 or 5 phones in all. The problem persists.
"Today at about 1pm ET, I received another such punch-through from an angry woman who claimed I had just called her and hung up. She did a return-call, and she had my correct telephone number. She didn't believe it was a system error as I claimed, so I don't know if she was about to report me or not. By the way, I couldn't have called her because I was on another call at the time. That call, which was interrupted by the punch-through, isn't even listed on my activity log, although the punch-through call is in the log, as "Anonymous" at 1:03 PM ET.
"This system behavior is absolutely unacceptable:
-It has caused inconvenience to my family and to other callers who are interrupted and cut off -It is a privacy issue in that part of an ongoing conversation unexpectedly gets overheard by another (punch-through) party -It now is causing me to be wrongly accused of telephone harassment, a federal crime!
"A few questions immediately come to mind:
-What your experience has been with these kinds of problems -Why the issue isn't disclosed as an ongoing known problem to customers -What is being done to correct it and the outlook for solving the problem -What you are doing to compensate customers for imposing this intolerable issue on them
I am having the exact same issue with my Vonage service, along with calls going automatically to voice mail, phone downtime, and now, again, when on the phone the person on the other end cannot hear me properly due to warbling. The latter issue has happened before, and I was able to call my high speed internet provider and have them "empty my cache" and that seemed to resolve the problem. I will have to do that again, it seems.
I too am very frustrated with the service. I love the price, but am seriously considering going back to the "monopoly" phone company.
I will say though, that they have responded to any complaints I've made fairly quickly. They told me to do the same thing -- switch phones which made no difference. I am a pretty patient person, but even my patience is wearing VERY thin. Please let me know if you get any response that actually works.
I also have this problem where a caller punches through when I'm already on the line instead of beeping the call waiting. Any answers to this? I use Time Warner...
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