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nixuzer
Vonage Forum Associate
Vonage Forum Associate


Joined: Oct 04, 2005
Posts: 15

PostPosted: Fri Oct 21, 2005 5:02 am    Post subject: Reply with quote Back to top

Just signed up yesterday (still haven't gotten router for calls but been tweaking my settings on the control panel. Got up this morning and I can't get logged in, get a blank page through firefox. Obviously there is a problem.

Code:

user@machine ~>nslookup secure.vonage.com
Server:  aus-dns-cac-01-dmfe0.austin.rr.com
Address:  24.93.40.62

Non-authoritative answer:
Name:    secure.vonage.com
Address:  216.115.24.192


So obviously it can resolve the IP but there is a problem with your website. If I pull it up in links-ssl I get an error saying,

Code:

Unable to retrieve https://secure.vonage.com/vonage-web
Error reading from socket

Honestly your control panel is EXTREMELY slow which is a problem that rarely occurs with CallVantage (sorry, not trying to be rude...just honest). One thing that might help offload some work on the site is to not only forward an email that you've gotten a voicemail but actually attach the voicemail. If this is an option in the control panel and I missed it let me know.

Thanks.
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ngabrish
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New Forum Member


Joined: Oct 19, 2005
Posts: 4

PostPosted: Fri Oct 21, 2005 6:29 am    Post subject: Reply with quote Back to top

I just signed up on Wednesday and am also waiting for my router. So far I must agree with nixuzer in his appraisal of the dashboards speed. I consistently have to wait for pages to load and am forced to login repeatedly. I am currently not able to log in at all. I am willing to give the benefit of doubt and assume that i just happened to sign up during a problematic period. However, if this continues I believe i will be cancelling after the first month (while I can get out for free).

If any longer time users can attest to the normal reliability of the service I would like to hear from you.
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Trowski
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: May 16, 2005
Posts: 1389
Location: Putnam, CT

PostPosted: Fri Oct 21, 2005 7:16 am    Post subject: Reply with quote Back to top

Yes there has been some slow down on the dashboard lately, but it has not affected the actual phone service. So I can vouch for it...

I would rather have a working phone/dialtone as opposed to the website..

_________________
-------------------------------------
Eastern Connecticut Cable--WRT54G---RTP300--Uniden True 8866
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ngabrish
New Forum Member
New Forum Member


Joined: Oct 19, 2005
Posts: 4

PostPosted: Fri Oct 21, 2005 7:54 am    Post subject: Reply with quote Back to top

I agree that the phone is more important than the website but it speaks to the larger issue of customer service. If the website is the tool used to configure your phone service it should be accessible at the least. To echo turbo53 comments a message to users on the site would be appreciated letting us know that the service is down and an approximate time at which it will be up.
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Trowski
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: May 16, 2005
Posts: 1389
Location: Putnam, CT

PostPosted: Fri Oct 21, 2005 7:58 am    Post subject: Reply with quote Back to top

nixuzer wrote:
Just signed up yesterday (still haven't gotten router for calls but been tweaking my settings on the control panel. Got up this morning and I can't get logged in, get a blank page through firefox. Obviously there is a problem.

Code:

user@machine ~>nslookup secure.vonage.com
Server:  aus-dns-cac-01-dmfe0.austin.rr.com
Address:  24.93.40.62

Non-authoritative answer:
Name:    secure.vonage.com
Address:  216.115.24.192




So obviously it can resolve the IP but there is a problem with your website. If I pull it up in links-ssl I get an error saying,

Code:

Unable to retrieve https://secure.vonage.com/vonage-web
Error reading from socket

Honestly your control panel is EXTREMELY slow which is a problem that rarely occurs with CallVantage (sorry, not trying to be rude...just honest). One thing that might help offload some work on the site is to not only forward an email that you've gotten a voicemail but actually attach the voicemail. If this is an option in the control panel and I missed it let me know.

Thanks.


That is an option once you log into the dashboard. All of my voicemails are emailed to me.

Ngabrish, when they know what is causing the slowdown Dan will let people know asap. I do know that Level3 was having some issues, so that could be causing the slowdowns.

_________________
-------------------------------------
Eastern Connecticut Cable--WRT54G---RTP300--Uniden True 8866
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ngabrish
New Forum Member
New Forum Member


Joined: Oct 19, 2005
Posts: 4

PostPosted: Fri Oct 21, 2005 8:11 am    Post subject: Reply with quote Back to top

I don't mean to sound difficult. I understand that IT support can be very stressful and it can be made more so by everyone making "suggestions" in the middle of a problem. That being said, as part of a mature support practice users are notified of problems when they are discovered if they are impacting service. You may not know the root cause but if you wait for that you will in most cases be notifying customers after the problem is fixed and service is restored.
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nixuzer
Vonage Forum Associate
Vonage Forum Associate


Joined: Oct 04, 2005
Posts: 15

PostPosted: Fri Oct 21, 2005 8:12 am    Post subject: Reply with quote Back to top

Trowski wrote:

That is an option once you log into the dashboard. All of my voicemails are emailed to me.

Ngabrish, when they know what is causing the slowdown Dan will let people know asap. I do know that Level3 was having some issues, so that could be causing the slowdowns.


Thanks for the feedback, I'll try it out once I'm able to log in. Since you mention Level3 having problems...is Vonage only supported by a single provider? Some setup similar to The Planet's Datacenter would be idea. Since I'm new to this forum I'm not sure if anyone from Vonage corporate frequents this site but if they do they might want to look at hiring some of the network designers that did the setup for The Planet.

Disclosure: I'm not affiliated with The Planet in any way.
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Trowski
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: May 16, 2005
Posts: 1389
Location: Putnam, CT

PostPosted: Fri Oct 21, 2005 8:14 am    Post subject: Reply with quote Back to top

Most likely not a single provider, but once those Level3 issues are found, everyone tries to jump on another pipe.

I am sure that Vonage will get this rectified as soon as they possibly can.

_________________
-------------------------------------
Eastern Connecticut Cable--WRT54G---RTP300--Uniden True 8866
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Asterisk
New Forum Member
New Forum Member


Joined: Dec 20, 2004
Posts: 4
Location: Wisconsin

PostPosted: Fri Oct 21, 2005 8:35 am    Post subject: Web Account Access Reply with quote Back to top

NO, you are in the same boat as many are. Tried to log in at 0830 Cental time, and it appears that their server dumped the web access page.
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nixuzer
Vonage Forum Associate
Vonage Forum Associate


Joined: Oct 04, 2005
Posts: 15

PostPosted: Fri Oct 21, 2005 8:40 am    Post subject: Reply with quote Back to top

Trowski wrote:
Most likely not a single provider, but once those Level3 issues are found, everyone tries to jump on another pipe.

I am sure that Vonage will get this rectified as soon as they possibly can.


To help educate us all do you have a website we can reference to see where largescale network issues are occurring, I seem to recall finding one but it has been awhile since I referenced it so I don't recall. It also looks like there are some feud issues if you read this article so something else to keep in mind.

Update: Actually I found a link to the Internet Health Report which is what I recalled using previously.
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