Vonage Employees not sure how their own service works

Posts: 243 · Vonage Forum Master Joined: Jan 18, 2004 Posts: 243

So I setup service a couple of days ago and was given a temp number to use while my phone number is being transfered.

One would think that you could actually call this temp number and it would go to voicemail right?

The first night I tried it twice from two different locations and in fact it did go right to voicemail as expected.

Today I want to test the Network Availability to see if the call would in fact transfer to my cell phone number... I dialed the temp number and I got a network error message saying the number could not be completed. Strange.. I tried two other locations and the same thing happened.

So I called into customer service and the rep said " The temp number won't work until your phone adapter has been registered"

I told him that didn't make any sense at all. What does my phone adapter have to do with incoming calls? You gave me a temp number when I signed up so I could use it while my other number is being transfered. The calls should go directly to voicemail or in this case to my cell because I enabled Network Availability. Plus it's worked for the past two days and today it's not working.

The rep said that was because the adapter was plugged in at their location and it was being configured. So I said " well then now that's not connected any call going to my temp number should go to my network availability number" He said "No that's not how it works" then said he would transfer me to tech support.

I got the same spin when talking with a tech support guy and I told him how he wasn't making sense.

Seems like I know more about their system then they do and I've only been a customer for three days and haven't actually set it up yet because I don't have any equipment.

I was put on hold for 5 minutes and the tech tells me that he his going to move me to another server and to try the call later.

I just tried it and now it's working again.

I sure hope this is not a sign of things to come?

Does anyone from Vonage actually look at these boards?

Thanks,
Greg

Posted: Tue Jan 20, 2004 12:53 pm Post subject:

In short, your temp number will not transfer because it is treated as a virtual number.

The system has to register first with a live ATA. When the system no longer sees the ATA, the network availablity number is activated.

This is the answer that I got when I asked.

Not sure how accurate, but it makes sense. That is what concerns me.

Posts: 243 · Vonage Forum Master Joined: Jan 18, 2004 Posts: 243

It does transfer... It's working now that they moved me to a different server.

Everything is working as I would expect it to.

Guest

All I can say is that reaching support is a feat in itself. I cannot accept or make calls. It is very intermittant to say the least. Any ideas? Sad

Posts: 243 · Vonage Forum Master Joined: Jan 18, 2004 Posts: 243

Did you adjust your QOS settings?

Greg

Posts: 19 · Posted: Tue Jan 20, 2004 10:26 pm Post subject:

gfoulks:

Consider yourself lucky. You actually got to talk to a technician!! Lol

Posts: 243 · Vonage Forum Master Joined: Jan 18, 2004 Posts: 243

don't forget were pioneers in all of this. somebody has to experience all the pain before things can get better. Confused

Posts: 19

gfoulks wrote:

Does anyone from Vonage actually look at these boards?

Yea, some of us are here Wink