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CaptTrips
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Joined: Aug 03, 2005
Posts: 1

PostPosted: Wed Aug 03, 2005 7:56 pm    Post subject: Reply with quote Back to top

Add me to the count of people who cannot use their phone...I have been down without a dialtone for about 8 hours now. I have spent about an hour in two calls to support going twice through tier 1 support, and twice through a tier 2...first go round the call was disconnected, so I had to call back and go through the scripts again!

Everything has worked fine for the past few months, and then whammo today...I would feel better if they still had a "working on it" notice up, but seeing that they took that down makes me wonder if they even know there are still problems out here!

Looks like most people are having problems calling certain areas, or making calls at all, but does anyone out there have no dialtone at all as I do?
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jimholcomb
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Joined: Jan 02, 2005
Posts: 66
Location: Cary, NC

PostPosted: Wed Aug 03, 2005 8:00 pm    Post subject: Reply with quote Back to top

From http://www.internetnews.com/infra/article.php/3525071

Quote:
"The Web site was down due to a firewall issue, which was addressed immediately," Mitchell Slepian, a Vonage spokesman, said. "In the process of repairing it, there may have been isolated minor disruptions, such as a fast busy."


How many people got fast busies when accessing the web site? Wink

No problems that I've seen in Cary, NC.

_________________
Jim Holcomb
Vonage user since 1/2005
Time-Warner Cable -> Motorola 5100 -> RT31P2 router
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whalerfan
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Joined: Jun 16, 2005
Posts: 7

PostPosted: Wed Aug 03, 2005 8:21 pm    Post subject: Reply with quote Back to top

Just gave my router the old kick in the pants and I was able to call out.

When in doubt...Reboot!

Whalers forever
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arcking
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Apr 29, 2005
Posts: 497

PostPosted: Wed Aug 03, 2005 8:26 pm    Post subject: Reply with quote Back to top

Works fine for me.

_________________
Comcast Cable > Motorola Surfboard > WRT54GL (Tomato) > RT31P2
Vonage customer since March 2005
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shawnmer
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Joined: Feb 25, 2005
Posts: 4

PostPosted: Wed Aug 03, 2005 8:58 pm    Post subject: service outage notice AFTER you log n Reply with quote Back to top

Very interesting that the service outage notice is ONLY shown AFTER you log into your Vonage account on the website....gee, wonder why they did that? I would assume taht you would want your customers to know right away, and a prominent outage notice on the front page..isn't this about openess with customers with critical communcations like phones? right..... Wink

<snip>
Service Announcements

At this time, some customers may be experiencing difficulty placing outbound calls.
Also, access to our website may be slow or intermittent for a short time.

Our engineers are aware of the issue and working on a prompt resolution. We apologize for any inconvenience this may cause.
</snip>

Oh, there's going to be big fallout over this dial tone issue...watch and see Smile

<begin premonition>

Next on nightly news, an interview with a mother who's kid choked and couldn't get thru to 911 on Vonage

Reporter: "can you tell us what happened"

Mom: "i tried dialing 911 and it didn't work...I had a dial tone and
everything...I just don't understand how this could happen...now my
kid is brain dead because the ambulance didn't get here on time"

Vonage Marketing: "but look how much you saved on your phone bill!"

<end premonition>
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arcking
Vonage Forum Evangelist
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Joined: Apr 29, 2005
Posts: 497

PostPosted: Wed Aug 03, 2005 9:16 pm    Post subject: Reply with quote Back to top

Quote:
Very interesting that the service outage notice is ONLY shown AFTER you log into your Vonage account on the website

Or you could come to the Vonage Forum and get it.

Quote:
<begin premonition>

Next on nightly news, an interview with a mother who's kid choked and couldn't get thru to 911 on Vonage

Reporter: "can you tell us what happened"

Mom: "i tried dialing 911 and it didn't work...I had a dial tone and
everything...I just don't understand how this could happen...now my
kid is brain because the ambulance didn't get here on time"

Vonage Marketing: "but look how much you saved on your phone bill!"

<end premonition>

POTS has outages too. Vonage at least says that 911 will not always work:
Quote:
Service Outages Can Prevent 911 Dialing

911 Dialing and Vonage service do not function during an electrical power or broadband provider outage. Please see our Terms of Service for more information about our 911 Dialing feature.

I wouldn't be watching that channel if they didn't use proper English either.

_________________
Comcast Cable > Motorola Surfboard > WRT54GL (Tomato) > RT31P2
Vonage customer since March 2005
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Jeckler
Vonage Forum Associate
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Joined: Apr 21, 2005
Posts: 20

PostPosted: Wed Aug 03, 2005 9:33 pm    Post subject: Reply with quote Back to top

Wow, some people need more Ritalin or something....

Lemme get out the Boo hoo!

Quick!


yea, I'm being a Butthead , maybe I need a Beer

BTW: My wife's been blah blah on the phone with her brother for about 30 minutes now.
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shawnmer
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Joined: Feb 25, 2005
Posts: 4

PostPosted: Wed Aug 03, 2005 10:00 pm    Post subject: Reply with quote Back to top

funny responses...you guys are great Smile

ok, what about this then...considering all of the folks who have rebooted their routers after this outage and discovered that their service now works...well, where is that information on Vonage's site?

And for what it's worth, expecting people to come to a forum for answers for this kind of outage is a bit too much of an expectation IMHO.

And considering that when POTS phones go down there's no dial tone...well, it seems like a good idea to me to have the dial tone go away when there's a system failure preventing calls.

No dial tone has been the end luser check for many, many years and the expectation of "if there's a dial tone then I can call out" will remain for some time. The fact that there is a dial tone but I cannot make calls gives users a FALSE reassurance that the service is OK.

During this outage, unless someone needed to make a call, they would not know that the service was down. If they happed to log into their account and saw the Service Notification message, they might have picked up their phone and checked for a dial tone. Upon hearing one, they would have likley assumed they were OK, when in fact the service was out.

That was my main point. The quiet nature of Vonage's customer notification (limited emails, no notice on main site) was secondary.

keep the ritalin jokes and funny pixs coming...time will tell with this kind of issue...and single points of failure in networks Smile

shawnmer


Last edited by shawnmer on Wed Aug 03, 2005 10:33 pm; edited 2 times in total
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shawnmer
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Joined: Feb 25, 2005
Posts: 4

PostPosted: Wed Aug 03, 2005 10:13 pm    Post subject: Reply with quote Back to top

Jeckler wrote:

BTW: My wife's been blah blah on the phone with her brother for about 30 minutes now.


you are unclear about this statement...is she providing tech support to restore his Vonage service...or was this some unrelated tangential comment?
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MikeB
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Joined: May 12, 2005
Posts: 2

PostPosted: Wed Aug 03, 2005 10:42 pm    Post subject: Reply with quote Back to top

The "jabbering" I noticed on the Linksys router throughout this outage stopped about 2330 EST, and things seem to be back to normal in 203.

Interestingly, the router's attempts to contact Vonage during this outage were chewing up a pretty fair amount of my upstream bandwidth (I have 1500/128 ADSL) and I noticed that about 50K of my upstream b/w was being consumed while the router was "jabbering".

The big problem here for me was that although I was able to get most calls out, because of the jabbering, the home network was unable to get out to the Internet while a call was in progress during this outage/
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