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jreish
Vonage Forum Associate
Vonage Forum Associate


Joined: Feb 26, 2005
Posts: 13

PostPosted: Wed May 31, 2006 3:00 pm    Post subject: Reply with quote Back to top

JimBob, thanks for the info. I called them last week and explained the situation. After a couple of hours going through various folks (they still wanted to do standard troubleshooting) they referred my case to a special department and said they would get back to me. Haven't heard yet.

Bluto, good to know about the routing details, I will be sure they do mine correctly when they get back and enable toll-free as well.

Thanks!


Last edited by jreish on Wed May 31, 2006 11:11 pm; edited 1 time in total
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blutarsky
Vonage Forum Senior
Vonage Forum Senior


Joined: Sep 06, 2005
Posts: 75

PostPosted: Wed May 31, 2006 4:58 pm    Post subject: Reply with quote Back to top

i really do wish i knew the shortcut to get to the right people with an explanation of the exact problem, but i don't. i know roughly what they did, but not exactly. in fact, i'm concerned that if they ever make any global changes for routing that the changes they've done for me will be undone -- i asked him about it, and he said if it ever happens to have them refer back to my account notes to be referred back to the engineering group that helped fix it, but i'm hoping that never happens. i hate to imagine having to jump through all those hoops and going through dozens of techs to get to the right people again.

i sent an email back to the guy who was helping me before, but i never heard back from him. it's entirely possible that he didn't get it, because the emails work in such a way that the quoted ticket number evidentally helps route to the right person. maybe my ticket was expired or otherwise closed, so i don't know if he ever got it.

the simple truth is that people higher up do know about this issue and do know how to fix it. unfortunately, they don't know (or at least they didn't when last we talked) exactly what causes it so it's difficult to identify and troubleshoot. they were pretty much scratching their heads when they identified the "fix" for me, because from the stats and logs everything looked essentially the same on both the old (broken) route and the new (working) one. it's one of those things that you have to get someone (engineering group or tier3?) to just trust you and trust that everything's been tried and adjust your route to see if that fixes it.

i wish you luck Wink maintain hope because it can be fixed.
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kchirag
New Forum Member
New Forum Member


Joined: May 31, 2006
Posts: 3

PostPosted: Fri Jun 02, 2006 1:08 pm    Post subject: Vonage doesnt seem caring about it Reply with quote Back to top

blutarsky I see lot of effort you have put in explaining the issue I would definately expect if there is a engineer looking at this forum he will definately have a solution for this silly problem. But defiately i would not recommend anyone to go with Vonage.
Wish me good luck i will be trying to call them during the weekened and am not hopeful if the technical people would even look at it in first few calls, based on the previous experiences i have with Vonage.
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kchirag
New Forum Member
New Forum Member


Joined: May 31, 2006
Posts: 3

PostPosted: Tue Jun 06, 2006 8:13 pm    Post subject: Talked with Vonage but no solution Reply with quote Back to top

I spent time with Vonage guys. I even pointed them to this forum.
The cust Service guy told they are aware of the problem and have fixed it. I just need to plug it off anf then turn it on it will work without delays.
Nothing happened Rolling Eyes

Poor service i will try to get it out of my way.

Chirag
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