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mwmcclure
Vonage Forum Senior
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Joined: Mar 07, 2005
Posts: 80
Location: Greenville, SC

PostPosted: Mon Apr 18, 2005 12:30 pm    Post subject: Dropped Calls - Fast Busy Reply with quote Back to top

I just had two calls in the space of 30 minutes drop and give me a busy signal in the middle of the conversation. I was 45 minutes and 5 minutes into the respective calls when I had to switch to my POTS line to wrap up.

Anyone else experiencing this today?

- Mark
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khedden
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Joined: Mar 09, 2005
Posts: 4
Location: Charleston, SC

PostPosted: Mon Apr 18, 2005 2:02 pm    Post subject: Reply with quote Back to top

Yep. My wife called to tell me my 'precious internet phone' wasn't working right. We've only had it a few weeks and she's been skeptical of it from the beginning. Outages/errors like this sure don't help my case.

She placed a call that was dropped after a minute or two, then she tried to call back but got a busy signal. She tried to call me three times to tell me about it and sometimes would hear a ring, but would then get a busy signal. On my end, my phone rang and I saw our home number, but no one was there after I picked up. While I was holding onto that dead connection, another call came in with our number. I switched over to it and it was a dead connection as well -- just silence. Then both calls dropped (I can see up to five calls and their status at once on my office phone).

I thought she would call back, so I waited a minute or so before calling her. That call connected fine, and she told me the story. We then tested it again with her calling me -- once again she got a busy signal, then she tried again and connected. A few seconds into this second call, my call waiting beeps and I look at the phone -- it's my home number! It drops a moment later before I had a chance to switch over and see if it was a live connection (probably wasn't).

So what was the deal with that cloned call? Severe packet loss on Vonage's side leading to re-transmittal? Just a guess. My wife tested our Internet connection and said it looked fine.

The problems only seemed to effect outgoing calls, but I don't know if that was just dumb luck or if it's significant. Either way, it didn't engender the service to my wife.

Edit: I notice your profile says your in Greenville, SC. I'm in Charleston, SC -- again, don't know if that means anything. Does Vonage have regional servers?
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mwmcclure
Vonage Forum Senior
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Joined: Mar 07, 2005
Posts: 80
Location: Greenville, SC

PostPosted: Mon Apr 18, 2005 2:58 pm    Post subject: Dropped Calls - SC? Reply with quote Back to top

Everything is hosted in New Jersey as far as I know. The calls terminate into the regional RBOCs through Level 3 communications so calls that go to a particular place might have a common thread.

I was calling an MCI toll free number and a line in Raleigh and neither of those should terminate anywhere in or near South Carolina.

- Mark
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BBlackburn
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Joined: Feb 09, 2005
Posts: 6

PostPosted: Mon Apr 18, 2005 7:13 pm    Post subject: Dropped calls blues Reply with quote Back to top

I understand your pain and frustration. I've been trying to diagnose the "dropped calls" syndrome for quite some time. I use Comcast cable for my ISP, a Linksys BEFCMU10 cable modem, a Linksys RT31P2 phone adapter/router and a Uniden PowerMAx 5.8 Ghz phone system. Given all my technology is less than 1 year old, it has really surprised me when I can't seem to get the solution to work. Even worse, I get almost no help from Vonage in attempting to diagnose the problem. I have run PingPlotter so much I'm beginning to think it's part of Windows XP. Vonage says I have packet loss, but when I engaged Comcast, they ran traces and said I had no significant packet loss problem. I have even run PingPlotter while calling and could see where my calls dropped with less packet loss percentage than when my calls worked with higher packet loss percentage. You ask why do I hang in there when I get so little assistance? Well, I won't much longer. I sent yet another email to Voange last Thursday and have received no reply. I'm convinced I'm just an acceptable lost customer to their overall install base. It saddens me to be just a statistic. As many techies as Vonage has, I have to believe they know what the cause is or at least how to run traces to find the source. It further saddens me that they offer so little assistance. I tried calling in for support, but guess what? I got added to a queue only to have my call drop. I refuse to use my cell phone minutes to debug their problem. What a Catch 22. If anyone is out there and monitoring this forum and can offer any help, I would be extremely grateful.

Regards,
Brent
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mwmcclure
Vonage Forum Senior
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Joined: Mar 07, 2005
Posts: 80
Location: Greenville, SC

PostPosted: Mon Apr 18, 2005 8:31 pm    Post subject: Dropped Calls - Fast Busy Reply with quote Back to top

Well, I have been successfully using Vonage for over two years and dropped calls are new to me. I use BellSouth DSL so network problems are not something I encounter more than once every 18 months or so.

I rountinely use the Vonage line for 1-2-3 hour calls. It is rock solid nearly 100% of the time and what I experienced today was way out of the norm.

To have two failures in such a short time just doesn't happen in my world.

I'm sorry to hear about your issue and I hope that Vonage helps you out.


- Mark
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AspectTec
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Joined: Jan 13, 2005
Posts: 244
Location: Columbus, GA

PostPosted: Mon Apr 18, 2005 9:12 pm    Post subject: Reply with quote Back to top

With the setup in my SIg and a few tweaks to my RT my wife has totally forgot we are using Voip.

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khedden
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Joined: Mar 09, 2005
Posts: 4
Location: Charleston, SC

PostPosted: Tue Apr 19, 2005 7:56 am    Post subject: Reply with quote Back to top

Well, with the above problem (see post #2 above), my wife has given up on Voip. It made her realize that it's not reliable -- meaning 100% reliable to her. She frets about it failing when we need it most -- 911 or security system dial-outs.

So guess what? She's insisting on keeping a BellSouth line active. I'm working on limiting that to just a local line and keeping Vonage for long distance, but we'll see.
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debdeb
Vonage Forum Associate
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Joined: Apr 19, 2005
Posts: 12

PostPosted: Tue Apr 19, 2005 4:54 pm    Post subject: Reply with quote Back to top

khedden wrote:
....So guess what? She's insisting on keeping a BellSouth line active. I'm working on limiting that to just a local line and keeping Vonage for long distance, but we'll see.


Yes that's what we do. I reduced our land line to the bare min I can get from SBC, $6/month and never use it to make any calls (unless Vonage is down). I need the landline because I have DSL and can't get cable for Internet.

Voip is still in its proving stages but has come a long way in reliability but the price definitely beats anything I can get for cell phone or land line. I though agree that their customer service is the worse I've ever exprienced. I've called many times just to be hung up on, or dumped in an endless queue waiting for the next know-nothing tech to answer the phone. Many know less about networking and computers than I do.

My recent problem was not being able to make outgoing calls (it dials but never connects). After talking to 12 techs at Vonage and forcing them to escalate the case to their "tier 3 support" staff I finally got some real answers. The tier-3 people definitely know a lot and are quite responsive. I ended up getting rid of my new Linksys RT31P2 router and replaced it with my original Motorola phone adapter. Now I can make/receive calls fine.

I do however still have a problem with the physical network connection but phone calls are fine. I can no longer get my web server to function now that I use the Motorola PA as a router. That alone will make me dump Vonage.

It's so frustrating because you get the run-around between your ISP saying it's not their fault, Vonage says the same thing and then the router company joins in all pointing fingers at someone else. In the end they all work for the same customer but no one really cares.

I'm sure the head of tech support at Vonage never reads these forums as if he did, he should immediately resign since he's ultimate responsible for the horrible support staff. If you do a Google search for Vonage you'll read tons of complaints. But then most companies give lip service to customer service anyway.

Deb
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