Outage

Posts: 2 · New Forum Member Joined: Aug 23, 2003 Posts: 2

See my post on Broadband reports.

http://www.broadbandreports.com/forum/remark,9102528~mode=flat

Posts: 1 · New Forum Member Joined: Jan 17, 2004 Posts: 1

I cant get to their tftp servre either, but I have not been able to get there for days, and I have had no service. I am comcast in michigan.

Posts: 15 · Posted: Sat Jan 17, 2004 1:57 am Post subject:

Mine is completeley out, also, in Southern Cal, via Cox, since at least 9:11PM PST. I got the same results as you did on a traceroute - timed out at the same point, but then again I've never run a traceroute before.
If this is an extended general outage, I really have to question why they don't just post it on the Vonage Dahboard. It looks like that is the purpose of having the Service Announcements section on that page. I've tried resetting everything locally, and I don't see any obvious problems here.

I'm on hold now, awaiting pickup by Vonage tech support. It may be a while.

Guest

minehas been out since 10pm EST. GRRRRRRRRRRRRRRRRRRRRRRRRRRRRR. Still out now, 2:30AM.

Posts: 15 · Posted: Sat Jan 17, 2004 2:56 am Post subject:

I finally got through to Vonage tech support, after a 51 minute wait, and the tech confirmed that there is a problem at Vonage with the server that services my account- no ETA for restoral of service, but at least I know it isn't my hardware.

I'm still down at 11:46PM.

I suggested they could save themselves and their customers a whole bunch of aggravation and lost time if they could just post system status on their Dahsboard, in the area designated for that purpose. I think I will send an email to Vonage with that same kind of comment. I know that Cox does a really good job of posting system status that has been very helpful to me in the past to alleviate heartburn while they are working on an issue.

I really love the features and pricing that the Vonage package offers, but they have a way to go in managing the interaction with their customers on service issues as they occur, and of course improve reliability. I always found that customers tolerated problems much better if they were kept informed, as long as they knew you were doing everything possible to correct them and eliminate future occurences. Sitting on hold for almost an hour just to confirm status doesn't help.
(Interesting - I see a beep in place of a word in my comment. The word being, and I'll separate it here with spaces between the letters to hopefully get past the censoring f u t u r e. Is that supposed to be a bad word?)

Posts: 15 · Posted: Sat Jan 17, 2004 4:09 am Post subject:

To their credit, Vonage just posted a notice on the Dashboard regarding the outage. Still down, but at least we can be aware that it's their problem, and they're working on it.

Posts: 19 · Posted: Sun Jan 18, 2004 7:18 pm Post subject:

I am reading all of these posts complaining about customer support and after having my own incident of this ("we will call you back within 3 hours") i'm having second thoughts and i am probably going to recind my recommendation to the 11 people i've referred so far...

P.s. 40 hours later, no call back....

Posted: Sun Jan 18, 2004 8:06 pm Post subject:

jpw94 wrote:

I am reading all of these posts complaining about customer support and after having my own incident of this ("we will call you back within 3 hours") i'm having second thoughts and i am probably going to recind my recommendation to the 11 people i've referred so far...

P.s. 40 hours later, no call back....

I wasn't intending to complain about customer support in my comments in this thread. I did suggest to them that I thought they should start using the Dashboard to help keep customers aware of problem status, which they in fact did just minutes after my call and email to them. Also, they did later provide a positive email response back to me later in the day.

The outage was resolved just moments after my last entry, about 1:15AM PST, but I didn't want to bump this thread to the top later in the day, which could give the impression that there was still an active outage in process.

All in all, I'm still a little apprehensive about stabiity with Vonage, but I think they are listening to their customers, and will improve with time. Barring any more surprises in the next few days, I still plan to pull the plug on my land line phone provider, and count on Vonage, with my cell phone as alternate.

Posts: 15 · Posted: Sun Jan 18, 2004 8:08 pm Post subject:

This last entry was made by me - I used my laptop, and forgot I wasn't logged on automatically.

Vic W

Posts: 19 · Posted: Sun Jan 18, 2004 8:26 pm Post subject:

I, too, think they will eventually get there. BUt not responding to a customer after a day and a half is not acceptable. Based on my issue, they should have called already. I'm worried that when there's a critical call needed, the system might fail.

Time will tell.... I hope for the best...