blocks on local 800 numbers

Posts: 6 · New Forum Member Joined: Jun 18, 2005 Posts: 6

I have just discovered that it is impossible for me to dial local business 800 numbers with Vonage. The most critical thing for me in San Diego is that I can communicate with my health care provider (Kaiser Permanente). However, KP only has 800 number service and they refuse to allow calls to my doctor and appointment center through a local number.

Vonage customer service has been unhelpful and I quote:
"Thank you for contacting Customer Care.
Unfortunately, due to the way calls are routed for 800 number dialing, Vonage can only connect national 800 numbers. If the 800 number is an in state 800 number the routing system may show the call coming in from out of state which causes the system to reject the call.
If you have any additional questions please contact us. Thank you for contacting Customer Care."

I was prepared to live dangerously with a "poor" 911 service but I did not realize that I would be so significantly affected in conducting day-to-day business. I now have to go and use a neighbor's phone to call local 800 numbers.

It seems to me that this is a fundamental flaw in the Vonage system and that their network engineers need to allow these 800 local calls to go through even though they may appear to come from out-of-state locations.

Posts: 3198 · Posted: Sat Jun 18, 2005 4:10 pm Post subject:

I think your logic is backwards but yes that is widely known and posted about here.

Posts: 6 · New Forum Member Joined: Jun 18, 2005 Posts: 6

If it is widely known (but not disclosed before signing up) why doesn't Vonage do something about making 800 service work correctly?

Posts: 646 · Posted: Sat Jun 18, 2005 7:12 pm Post subject:

It's not Vonage doing the blocking, it's whomever you're calling. In order to fix it, Vonage would probably have to establish a gateway in every single state. I don't see that happening anytime soon.

Posts: 3198 · Posted: Sat Jun 18, 2005 7:41 pm Post subject:

http://www.vonage.com/help_knowledgeBase_article.php?article=153

Posts: 435 · Posted: Sun Jun 19, 2005 1:31 pm Post subject:

Correct me, if I am incorrect.

The Bell System sells regional and national 800 service.

Since your "number" shows to be from NJ, if the company does not purchase service for that state, your call would not be accepted.

Hope this makes sense.

Posts: 6 · New Forum Member Joined: Jun 18, 2005 Posts: 6

I understand the situation if my line appears to be a New Jersey number. However, when I call other people locally, their Caller ID shows a San Diego number. I would have thought that would be adequate information for the call to be accepted by the local 800 service.

Quite seriously, this is a significant problem for anyone who, like me, does not discover the restrictive conditions of 800 service until they have already lost their "real" telephone service. I have just gone out to buy a cellphone to cope with these emergency situations. Far from saving money by signing up for Voip, it is actually going to cost me a lot more.

Posts: 1424 · Posted: Sun Jun 19, 2005 4:13 pm Post subject:

This is the second time recently someone has complained about this issue as being a serious problem for them.

I have had Vonage for a year and a half and have yet to run into an 800 number that was unavailable to me, however even if I was unable to dial the 800 number I have a hard time believing I couldn't find a local number to call. I often call local numbers (even though they are not in my area code) because I see no reason for the business I am calling to have to pay for a call that could be free to both of us.

Would you be willing to post some local toll free numbers and the geographical area they are in so that I can see how difficult it is to find an alternative local number? I would be most appreciative as it would help me to understand this problem better.

Posts: 3198 · Posted: Sun Jun 19, 2005 5:34 pm Post subject:

800 numbers don't use caller id as it is unreliable and can be spoofed, etc. they use ANI which is the "true" number. the advent of Voip has spun it on its head though.

Posts: 318 · Posted: Sun Jun 19, 2005 10:00 pm Post subject:

callisto wrote:

I understand the situation if my line appears to be a New Jersey number. However, when I call other people locally, their Caller ID shows a San Diego number. I would have thought that would be adequate information for the call to be accepted by the local 800 service.

Quite seriously, this is a significant problem for anyone who, like me, does not discover the restrictive conditions of 800 service until they have already lost their "real" telephone service. I have just gone out to buy a cellphone to cope with these emergency situations. Far from saving money by signing up for Voip, it is actually going to cost me a lot more.

As 800 numbers are typically related to a business, and business numbers are generally public knowledge, would you please post the 1-800 number you are dialing here? I am sure they have a local alternative to get into their phone system.

EDIT: I've done a little bit of searching, and came up with a non 1-800 number for the company you mentioned. Have you tried dialing 510-271-5800? If that won't get you into their call center, I am sure they'd be able to transfer you or give you the proper local number.