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mbhn5204
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Jan 19, 2005
Posts: 492
Location: Denver, Colorado

PostPosted: Thu Apr 07, 2005 5:53 pm    Post subject: Reply with quote Back to top

reebok wrote:
Quote:
maybe because it's been discussed as recently as last week, and before that I believe.
http://www.vonage-forum.com/ftopic4793.html
mmmmmmm search and reading the forums mmmmmmm


Well, reebok, I did search the forum. It gave me over 300 pages of references to "Vonage Server" for my trouble. I rephrased again and again and again and got the same useless results. I found nothing to help me there because I can only guess on the search criteria. I went this alone. I spent a day reading PingPlotter documentation, a day in experimentation and two days in measurements. I can't find a problem with the web. It has it's peak moments, but nothing to cause these annoying and occasional inabilities to call out. My attempt at asking Vonage technical support for a little assistance on this showed up as 59 minutes on the Dashboard and one unintelligible word for my trouble. I won't soon forget it and I'll be even more reluctant to waste my time on them in the future.

The last 24 hours was spent testing a server in southern New Jersey. I am now testing a more interesting IP. 64.200.81.154 which shows a DNS name of nycmnyzlrs1-vonage-3-2-0. wcg.net. I think that this is the closest to Vonage that I am going to get. I'll run that for the next week or so.

I agree it might a bandwidth problem, but the data shows otherwise. My ISP shows single digit ping times over a two day testing period. No bandwidth problem here, yet. The problem, if any shows up on the East Coast servers during peak load periods. Even 200ms ping times are not enough to call foul. There are occasional packets lost, but they don't carry over to the next server. More likely they are TTL expired. I am open to any reasonable suggestions. Thanks for your help so far.

Mike

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ISP: Comcast
Setup: Motorola SB5100 to RT31P2 to Local Machines
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BigEd
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Joined: Apr 04, 2005
Posts: 4

PostPosted: Thu Apr 07, 2005 6:16 pm    Post subject: dropped calls Reply with quote Back to top

I thought I found the solution to my problem in switching to the SB5100 as stated in other post and lowering my bandwidth. Still people can't hear me on some outgoing calls. My server is roadrunnuer 5mb cable. Modem sb5100. router linksys rt31p2.
I checked my download and its around 4468 kbps and my upload is around 135 kbps. Can someone please pm me with some help. I actually just reformatted my hard drive as well so there isn't anything in my system to conflict with the Vonage stuff.
Thanks for the help.
Sad
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BigEd
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Joined: Apr 04, 2005
Posts: 4

PostPosted: Thu Apr 07, 2005 6:20 pm    Post subject: dropped calls Reply with quote Back to top

I just checked the numbers again. My download is 2168 kilobits and my upload was 347 kilobits. It seem to change due to the number of people on our line is what I was told by my ISP. Rolling Eyes
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PapaWiskas
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Joined: Mar 09, 2005
Posts: 3

PostPosted: Fri Apr 08, 2005 12:21 am    Post subject: Reply with quote Back to top

No problems with my Linksys at this point, but I have only had it since the beginning of April...keeping my fingers crossed.

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ISP: Cox Communications
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Linksys RT31P2-VD
Download 2,160,640 bps
Upload 485,120 bps
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MaxPause 80 ms
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supergiz
Vonage Forum Associate
Vonage Forum Associate


Joined: Jan 18, 2005
Posts: 12

PostPosted: Fri Apr 08, 2005 4:04 am    Post subject: Reply with quote Back to top

Forget about running Ping Plotter. Do a trace route form your computer using the following command and IP address. In a dos window type "tracert 216.115.23.1" and look at the latency and jitter of the hops. You may need to do this a few times.
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debdeb
Vonage Forum Associate
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Joined: Apr 19, 2005
Posts: 12

PostPosted: Tue Apr 19, 2005 5:21 pm    Post subject: Re: Its True What They Say About Vonage Customer Care Reply with quote Back to top

mbhn5204 wrote:
I've heard all the stories, complaints, and whining about how horrible customer care is. I always thought that it couldn't be all that bad. I was wrong. It is just as bad as the stories say......


Lol Embarassed Twisted Evil YES YES YES, you've experienced what I and 1000's of others have too. I totally agree and have witnessed the too loud background music, being hung up on repeatedly, dumped back in the queue without warning, lied to about my case being escalated, told that I can't use a static IP for my network, etc. etc.

It's probably the worse customer service I've ever experieced. I even wrote a fax after my most recent horrible experience to the head of customer servcice. No reply - no surprise there I suppose. So if their head of support is complacent, it's no wonder those who report to him are equally rotten.

Deb
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dconnor
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Joined: Mar 05, 2003
Posts: 2263
Location: The Beach

PostPosted: Tue Apr 19, 2005 7:26 pm    Post subject: Re: Its True What They Say About Vonage Customer Care Reply with quote Back to top

debdeb wrote:
mbhn5204 wrote:
I've heard all the stories, complaints, and whining about how horrible customer care is. I always thought that it couldn't be all that bad. I was wrong. It is just as bad as the stories say......


Lol Embarassed Twisted Evil YES YES YES, you've experienced what I and 1000's of others have too. I totally agree and have witnessed the too loud background music, being hung up on repeatedly, dumped back in the queue without warning, lied to about my case being escalated, told that I can't use a static IP for my network, etc. etc.

It's probably the worse customer service I've ever experieced. I even wrote a fax after my most recent horrible experience to the head of customer servcice. No reply - no surprise there I suppose. So if their head of support is complacent, it's no wonder those who report to him are equally rotten.

Deb



Deb:

What specifically is your issue?
This forum does not allow blatant ranting. While you can say what you said, it must be matched with a desire to fix your problem.

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debdeb
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Joined: Apr 19, 2005
Posts: 12

PostPosted: Tue Apr 19, 2005 10:52 pm    Post subject: Re: Its True What They Say About Vonage Customer Care Reply with quote Back to top

Quote:
What specifically is your issue?
This forum does not allow blatant ranting. While you can say what you said, it must be matched with a desire to fix your problem.


Well this person was talking about how bad their customer service was and wanted to know if his experience was usual or not. My reply was certainly in line with that I think.The originator wasn't talking about a specific issue, more about their service in general. Since this forum is owned by Vonage are we to we to talk nice and not voice legitimate complaints? Eek Everything I said can be substantiated. Hopefully Vonage staff reads these and makes changes to their customer service.

As to my specific problem, it's too complicated to go into here and after one month with no ability to make external calls, 12+ calls to Vonage support (with all the problems and more that I named in my earlier post), I finally was connected to someone in their tier-3 support group. One problem is now fixed (after many more calls and emails between myself and this support person - who is the only one I've spoke to who knows anything). I still have another one though. I may make a post on my current problem in this forum, but after a month of being tossed around by Vonage's support staff, on hold for hours, lied to, etc, etc. I'm not willing to wait much more time to get this thing working again (all **** broke lose when I changed from dynamic IP to static IP for my home DSL). Twisted Evil

Deb
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scots
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Joined: Dec 08, 2004
Posts: 73
Location: Raleigh, NC

PostPosted: Tue Apr 19, 2005 11:25 pm    Post subject: Re: Its True What They Say About Vonage Customer Care Reply with quote Back to top

debdeb wrote:
Since this forum is owned by Vonage are we to we to talk nice and not voice legitimate complaints?


Deb- this forum is not owned,operated, or endorsed by Vonage. Vonage has no control over this forum and what is said in it. There are a few Vonage employees that look at this forum, and sometimes they try to answer questions and offer assistance. They do this of their own choice and on their own time. They do it just to be nice, and not because Vonage is making them do it or paying them to do it.

I guess I'm one of the few who hasn't had a bad experience when calling Vonage. When I had some problems a few months ago, the only bad experience was the hold time. It was about 25 to 30 minutes before someone answered. The person that answered was very friendly, very helpful, and easy to understand. After working with me for about 20 minutes he decided my Cisco ATA was having problems, and a couple days later I had a new Linksys box to replace it. No problems since then. I guess I was lucky.
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debdeb
Vonage Forum Associate
Vonage Forum Associate


Joined: Apr 19, 2005
Posts: 12

PostPosted: Wed Apr 20, 2005 12:12 am    Post subject: Re: Its True What They Say About Vonage Customer Care Reply with quote Back to top

[quote="scots"]
debdeb wrote:
Since this forum is owned by Vonage are we to we to talk nice and not voice legitimate complaints?


scots wrote:
this forum is not owned,operated, or endorsed by Vonage. Vonage has no control over this forum and what is said in it.


Ah, ok I didn't know the forum wasn't operated by Vonage, I assumed it was. Thanks for straightening me out.

I'm glad your one experience with Vonage customer service was good, consider yourself in the majority. I do have to say out of the15+ times I've called, I did find 3 people who knew something and also had good customer service skills. I worked behind the phones myself at a prior job for 9 years so I know how hard it is to do that kind of work and so I have high expectations when I call customer service. No one calls customer service because they're happy, or having no problems so their agents should be taught how to deal with people. The tier 3 support person I am in contact with (know his personal email & phone) told me that the vast majority of calls they get are for simple to fix problems to Vonage doesn't put much training into their first level phone staff (which is who most people get to talk to). When a support person tells me it's not possible to make my Vonage system work with the static IP of my DSL service, I immediately know s/he doesn't know anything and ask to be connected to someone else. I've had 3 techs tell me this but I know it's not true. Besides if their customer service was so great, this forum wouldn't be needed - but I'm glad it's here Very Happy

I'll post my own problem tomorrow or so (it's related to now that I have a static IP I can no longer get my web server set up to run on my home network - it works if I take my Vonage phone adapter out of the circuit.

Thanks,
Deb
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