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PostPosted: Wed Jan 28, 2004 8:28 pm    Post subject: Dropped incoming calls? Reply with quote Back to top

We have a small company in the 707 area code with 4 Vonage lines. We started our service in October 2003 and loved it until last week. Around Jan 21st suddenly about 70-80% of our incoming calls aren't connected. When you answer no one is there, same on the callers side. You get Caller ID and can call them back immediately.

Vonage Technical Support has been awful. I waited on hold for over 2 hours until I got a technical support rep (yes I'm patient). I got a guy who could barely speak English, so we had a very difficult time communicating. His advice was to move the ATA's from behind the firewall. Atleast that's what I think he was trying to tell me to do. He couldn't explain why our phones worked fine until last week.

Sooo, I logged an email describing the problem in detail with network setup, phone numbers, etc. This opened a trouble ticked on Monday, over 55 hours ago. I'm still waiting for a response. Mad

I'm the system admin for the company and manage our Cisco PIX firewall. No one has changed the configuration in months.

I'm beginning to think by the long hold time that they've got either a central switching problem and many customers are calling.

Anyway, I'm wondering if anyone else is experiencing incoming call drops?

I've got 4 new employees starting next week and have serious reservations about getting four more Vonage lines.
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