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ahamel
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Joined: Sep 17, 2004
Posts: 77
Location: Grand-Mère, QC

PostPosted: Tue Jun 21, 2005 9:58 am    Post subject: How to make a service call when service is out? Reply with quote Back to top

How to call Vonage when your Vonage phone service is out?

Yesterday afternoon, the phone light on my RT31P2 router goes off. From that time I can't place any call and I can't receive any call. Looking at "status" page on my router settings, I see that line 1 "can't connect to login server".

Vonage is my only phone (911, alarm system, local calls and long distance. I have a cell phone for emergency calls but it's very expensive to use). So I called Vonage yesterday afternoon using SkypeOut. After waiting for 15 minutes, I got the communication. Because I was using my computer to call Vonage using Skype, the tech rep gave me instructions on what to do after our conversation. Then I tried reboot the router following the instructions given by the Vonage tech. I tried this at least five times. And I called Vonage three times (waiting time between 15 and 20 minutes).

This morning I called Vonage again using SkypeOut which cost me less than 0.03$CAN per minute. The problem is that SkypeOut works on a computer connected to the RT31P2. So when time comes to reboot the router, the communication is dropped out.

The tech rep at Vonage asked me for another phone number. I gave him my cell phone number. He called me back on my cell phone. It took more than an hour to solve the problem using my expensive cell phone. (I'm trying to figure out the amount dueon my next cell phone bill!)

We rebooted all the devices many time, we tried line 2, the problem was always the same, back to line 1 : no phone light on the router, dial tone is there but only a busy signal when I tried to call any number.

We reset the router to factory defaults and rebooted again. The problem is still there. (After resetting to factory defaults, the tech asked me to go to the status page of the router settings. But he forgot to tell me that password was reset to defaults, so I can't no more login to the router settings pages. Now I can ! He also forgot to tell me that I will have to restore my personal settings after this radical operation)

He gave me a service ticket and called me back on my cell phone again (watch the bill !) 15 minutes later. He asked me for my Vonage username and password (the one I used to log in at Vonage.ca). He logged into my account. After a few seconds, the phone light on the router goes on and I can make and receive call. (After the call I changed my password.)

When I asked him to explain me how the problem was solved (I want to know in order to reduce my cell phone bill next time) he told me that it was solved. That's all.

My conclusions are:
1) The problem solving process at Vonage needs to be improved a lot.
2) Customers do not have to pay (my SkypeOut minutes and my cell phone bill) for the inadequacy of the actual problem solving process.
3) In Canada, Vonage should offer service in both official language (so it will be less time consuming for french speaking people like me).


Last edited by ahamel on Tue Jun 21, 2005 7:34 pm; edited 1 time in total
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djino
Vonage Forum Senior
Vonage Forum Senior


Joined: Mar 27, 2005
Posts: 110
Location: Ottawa, Canada

PostPosted: Tue Jun 21, 2005 6:33 pm    Post subject: Reply with quote Back to top

What an ordeal. When I get my cell phone bill, I'd demand to Vonage that they pay for the time you spent using your cellphone as obviously you shouldnt be expected to have an additional telephone service to be contacted on.. Its the reason one would use Voip. Its not something we use in additional to another telephone provider.

Yup, If I were you, I'd do this. And I guess it doesn't seem like they did anything for you in the end.. Probably just a fluke that everything worked out as he couldnt tell you why you experienced the problems you did. Somethign sounds fishy there. I mean, I work for Dell technical support. After we have resolved an issue, we email out a copy of what we did for the customer. Pretty uselesse CS they seem to have.

Anyways, goodluck with them in the future. *whipsters try Yak - Worldcity*
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