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Chern
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Joined: Jan 11, 2005
Posts: 4

PostPosted: Tue Mar 29, 2005 12:10 pm    Post subject: Vonage Losing Me Business Reply with quote Back to top

I converted 5 of my business land lines to Vonage in January. Since then, Vonage has been nothing but problems.

Sometimes my clients will call and they hear, "This number is temporarily out of service." Or a flat out, "This number has been disconnected." A few Sprint cell phones always receive these messages.

Vonage is costing my company a lot of business and productivity.

Calling Vonage usually takes at least 30 minutes to actually talk to a person.

Does anyone have any suggestions?
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veep
Vonage Forum Senior
Vonage Forum Senior


Joined: Dec 28, 2004
Posts: 79

PostPosted: Tue Mar 29, 2005 1:01 pm    Post subject: Reply with quote Back to top

Wow...

you must be a patient person! If I bought something for my business in January and it wasn't working as expected, and was counter-cost productive, then it would have been taken care of in JANUARY!!

We part of the country are you in? What is your business? How do you utilize this Vonage lines.. ie.. outbound LD and Int. calling only.. It sounds like you have more than 5 business lines because you said that you converted "5 of them".. so not all??

what type of hardware do you have at your business? ie. current phone system? router? Internet Bandwith? Who is you ISP? Is your phone setup SIP compatible? What types of Voip accounts do you have with Vonage? What type of computer network do you have? topology?

I help businesses transition to Vonage everyday. Let me know more info, and I will get the ball rolling!

_________________
Don Budzik
Director of Channel Sales
ISI Communications
708-268-8647 (voice)
dbudzik@isicommunications.com (email)
30264002@sip.epygi.com (SIP)
www.isicommunications.com (Web)
ISP: Comcast
Hardware: Epygi Quadro 2X (Acting as Router, Firewall, and PBX)
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Chern
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Joined: Jan 11, 2005
Posts: 4

PostPosted: Tue Mar 29, 2005 1:15 pm    Post subject: Reply with quote Back to top

Because it works most of the time, I've put the issue off longer than I should have.

Our numbers finally transferred late February, so it's been about a month hearing the complaints of my employees.

I have 5 standard unlimited accounts with Vonage. Was planning to move the whole office over to Vonage (about 10 more lines) if all works well. We use the phones for both inbound and outbound calls.

Some of my clients are informing me that sometimes it takes about 4 calls to get through. Some clients are completely unable to call in.

We're in San Diego, California. We have a 30 mbit wireless connection, which is very reliable. I've been able to consistently transfer at about 12 mbits down, 5 mbits up. We host a few webservers here. Bandwidth througput and latency has never been an issue. We currently have 5 Cisco Voip lines through our Internet provider, which work flawlessly.

We use a Fortigate small business router, which does NAT, packet scheduling, firewall, IDS, etc, etc, etc. That is then connected to a GigE Cisco router, which branches out to switches across the office.

Thanks a lot for the help!
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jdr30
Vonage Forum Master
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Joined: Nov 24, 2004
Posts: 215

PostPosted: Tue Mar 29, 2005 2:03 pm    Post subject: Reply with quote Back to top

Chern wrote:

We're in San Diego, California. We have a 30 mbit wireless connection, which is very reliable. I've been able to consistently transfer at about 12 mbits down, 5 mbits up.


Are you sure its never been a problem? You probabaly dont notice it on your computers and surfing the web, but when Vonage is trying to send UDP packets over a wireless internet connection lots of times there are problems.

If the SIP messages are not instantly recieved, acknowledged, and sent back to the proxy servers they will time out, causing you to get an error that the number is not in service, or call can not be completed at this time.
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ToddlerTN
Vonage Forum Evangelist
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Joined: Feb 12, 2005
Posts: 482
Location: Nashville, TN

PostPosted: Wed Mar 30, 2005 1:45 am    Post subject: Reply with quote Back to top

You're not the first person here to report those kinds of problems, I'm afraid. I work with someone who got that message when her tried to call home from our office after his number was ported from BellSouth, and because our company is huge, he got our BellSouth reps to fix it. Something about the number not getting updated at the local CO I think? I wish I could remember exactly what it was, but BellSouth had to do some kind of push to update it and the next day it was fixed. The bad news is that without our business clout, there's no way he would have gotten any help from BellSouth. "Hey, I just switched to Vonage, but can you help me?" Yeah, right.

Anyway, maybe that's relevant...maybe not. Just thought I'd throw it out there in case it helps.

_________________
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Vonage customer since 01/05
RT31P2 running behind WRT54G w/Sveasoft Alchemy-V1.0 v3.37.6.8sv
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Chern
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Joined: Jan 11, 2005
Posts: 4

PostPosted: Wed Mar 30, 2005 8:35 pm    Post subject: Reply with quote Back to top

jdr,

My connection rarely goes down. I have about a 10 ms latency to the major Internet backbones, which is just a bit slower than a dedicated land-line T3. We have mrtg logs to back this claim up. Smile

Typically, wireless connections have a lot of latency issues, which would explain your reasoning. This is not the case here. I am running 5 Cisco Voip phones without any problems, so bandwidth and latency are definitely not an issue.

I have some cell phones that can *never* call any of my Vonage lines, while others can. This indicates this is some kind of call routing problem.

I'm about to throw Vonage in the trash!
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tristan
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Joined: Mar 30, 2005
Posts: 2

PostPosted: Wed Mar 30, 2005 8:49 pm    Post subject: Using an IP PBX for failover? Reply with quote Back to top

I work for Four Loop Technologies (based in San Diego, even!) and we make a small - med business IP PBX called Switchvox that might be worth checking out as a possible solution to your woes. It has the capability of failing over to regular lines if Vonage is down.

The feature works like this:
You'd have your Vonage service as the first thing that Switchvox tries when you're making outgoing calls from your business. If Vonage is down, it can fail over to regular phone lines (or a T1, or another Voip provider, or any combo of these). You can still use Vonage for your incoming calls, or you can have those routed over regular lines (since incoming calls don't cost anything, this is a great option for reliability reasons). This wouldn't solve any issues if your Vonage service went down in the middle of a call, but it would drastically reduce the problems that you're seeing.

Switchvox is very inexpensive and does lots of other great stuff too. I'd be happy to send you more info and get you an account on our demo server so you can see for yourself how easy it is to set up and if it might help you out with Vonage's reliability problems that you're experiencing.
http://www.switchvox.com

And veep- we have a nice reseller program that might be of interest to you as an integrator...
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veep
Vonage Forum Senior
Vonage Forum Senior


Joined: Dec 28, 2004
Posts: 79

PostPosted: Wed Mar 30, 2005 10:59 pm    Post subject: Reply with quote Back to top

Tristan-

Thanks for the offer. I will have my CTO check it out and get back to me with the skinny. We always eval new technology if it makes sense for us.

But with that said, we have a very close relationship with Epygi and are very happy with the results. It is Vonage certified, and again their products have exceeded our expectations.

http://www.vonage-forum.com/printout1563.html

_________________
Don Budzik
Director of Channel Sales
ISI Communications
708-268-8647 (voice)
dbudzik@isicommunications.com (email)
30264002@sip.epygi.com (SIP)
www.isicommunications.com (Web)
ISP: Comcast
Hardware: Epygi Quadro 2X (Acting as Router, Firewall, and PBX)
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