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dconnor
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Posts: 2263
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PostPosted: Wed Apr 20, 2005 12:33 am    Post subject: Re: Its True What They Say About Vonage Customer Care Reply with quote Back to top

debdeb wrote:
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


It is late, so I will be short - I thank you for understanding in advance:

1) The orginal poster has several hundred posts under his belt and has read the rules. He explained his "issue".

2) You have not.

3) Please make your next post a new thread that adhears to the rules. When you have 400-500 post to your name, I might cut you some slack... Smile

I look forward to hearing back from you and I hope someone here can help you - that is what we are about - Help and information.

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Kmutt
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Joined: Apr 11, 2005
Posts: 18

PostPosted: Wed Apr 20, 2005 8:07 am    Post subject: Reply with quote Back to top

My issue is concerning the fact that I sometimes cannot be heard by either someone calling or by me placing a call. This happens a couple of times (or more just being conservative) a day. It is very annoying (and embarrassing) when important calls come through and I cant be heard. This results in a hang up and very irritated people.

Many many threads have been started on this.
So, theres my issue now here is my question.
When will somebody reply as to when or how this can be fixed? Its obvious its not an isolated issue or the end users harware issue.
I did read one explanation. But have not heard of a solution.

Thanks in advance for any and all helpful suggestions.
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scots
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Joined: Dec 08, 2004
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PostPosted: Wed Apr 20, 2005 9:34 am    Post subject: Reply with quote Back to top

I had a similar problem at one time where people couldn't hear me when I would call them. This wouldn't happen all the time, and the times that it did happen seemed to be at random times. There was no pattern at all to when it would happen. In my case the problem was with Time Warner and not with Vonage or any of my equipment. Seems there was some bad/damaged equipment or cabling at the main trunk/node coming into my neighborhood which was causing problems with my internet connection. It took me about 3 months of getting on Time Warner's butt (and eventually threats of going to the BBB, state attorney general's office, etc), but once they came out and replaced the bad parts all my problems went away.
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jadinsf
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Joined: Mar 10, 2005
Posts: 17

PostPosted: Wed Apr 20, 2005 10:43 am    Post subject: Reply with quote Back to top

There is a very easy way to nail down exactly where yoru problems are with your call quality. First I would recommend that you do a tracert on from a computer connected to your internet connection so you can find the route that is being used between your ISP and Vonage. (tracert www.vonage.com).

Then you can use a program like ping plotter to see where the network congestion is between you and Vonage. Since you cannot directly ping the Vonage servers you will have to ping plotter to the last router that responded to your tracert.

I am willing to bet you will find some type of packet loss in the route somewhere that you would not otherwise notice when using a web browser etc. If you find that there is no packet loss then you have good data points to start speaking with Vonage about.
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pbary
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PostPosted: Thu Apr 21, 2005 7:57 pm    Post subject: Reply with quote Back to top

jadinsf wrote:

I am willing to bet you will find some type of packet loss in the route somewhere that you would not otherwise notice when using a web browser etc. If you find that there is no packet loss then you have good data points to start speaking with Vonage about.


I'm on cable and have experienced this, a co-worker is on DSL and he has experienced the same thing. If your packet loss theory is correct, (and I don't think it is as the symptoms of this would more rightly be missing/garbled words not 100% 1 way failure), and the problem isn't on Vonage's side, then the only conclusion I see is that the current infrastructure of the internet isn't ready to support the demands of Voip. This could be the case as some IT pundits have put forth, but my bet would go to something within Vonage. At any rate, in another 30 days I'll qualify for my rebate and will probably switch to another carrier to compare results ... I'm using Voip as a "second line" and really just an exercise in learning the lay of the land...

Paul
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Michael545
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Joined: Mar 14, 2005
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PostPosted: Fri Apr 22, 2005 4:52 am    Post subject: Reply with quote Back to top

I haven't had anyone be rude to me at Vonage (quite the contrary), but they seem to have some trouble understanding how to do things.

I wanted to port a second line from my ILEC to my existing Vonage account, and 2 reps gave contradictory instructions. The third one got all hung up on the fact that it would need to be enabled on port 1 of my linksys adapter, and actually tried to send me a new router, which I do not need nor want.

After multiple calls and several hours - I just gave up on the whole thing. For what it's worth, my existing Vonage line is great. I just wanted a second one, that's all. No can do.
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debdeb
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Joined: Apr 19, 2005
Posts: 12

PostPosted: Fri Apr 22, 2005 4:07 pm    Post subject: Reply with quote Back to top

Michael545 wrote:
I wanted to port a second line from my ILEC to my existing Vonage account, and 2 reps gave contradictory instructions. The third one got all hung up on the fact that it would need to be enabled on port 1 of my linksys adapter, and actually tried to send me a new router, which I do not need nor want.


I have the Motorola TA (which came with my Vonage service when I signed up July '04) and it has two phone ports. I assume your Linksys has that too. Also doesn't Vonage advertise you can get multiple phone lines (numbers)? I'm confused by their answer to you. I was told phone #1 (port 1) is my regular Vonage line and port 2 would be for a second line or a fax line (both of which would have to be added to my account for more $).

How would it work (equipment-wise) if someone wanted more than two phone numbers? I've only seen boxes with two phone ports on them. Maybe they re-route the additional numbers back to your main number so that phone rings for all other numbers?
Question Question
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reebok
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PostPosted: Fri Apr 22, 2005 4:12 pm    Post subject: Reply with quote Back to top

it would work by getting multiple boxes like several people have mentioned they are using, or there's specialized equipment for lots of lines which is why there have been several posts recently about contacing a "vonage var" and the new ad to the left.

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mbhn5204
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Joined: Jan 19, 2005
Posts: 492
Location: Denver, Colorado

PostPosted: Fri Apr 22, 2005 4:46 pm    Post subject: Reply with quote Back to top

After reading through all the mayhem that I have created with this posting, I truely regret it. It certainly hasn't brought out the best of us. I see anger, frustration, criticism, hateful arguments, etc. I certainly haven't brought out the best of people, not even myself. It's remarkable what a few well chosen words can create in a person. This is a hot topic, but if you really wish to see what your missing in customer service and technical support, go visit the McAfee website and praise Vonage that you don't have to pay $39 for the priviledge of talking to the technical rep with his script book.

If it was in my power I would erase this thread from the forum. My apologies for starting it.

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dconnor
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PostPosted: Fri Apr 22, 2005 4:55 pm    Post subject: Reply with quote Back to top

mbhn5204 wrote:


If it was in my power I would erase this thread from the forum. My apologies for starting it.


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