Unreachable 1-800 numbers

Posts: 18 · Vonage Forum Associate Joined: Aug 31, 2005 Posts: 18

Well, that's what this whole thread is about... Unreachable 1-800 numbers...

Posts: 1327 · Vonage Forum **MVM** Joined: Nov 08, 2006 Posts: 1327

V-Access isn't for calling non Vonage customers. There is a problem here in Canada regarding toll free numbers and this should be addressed by Vonage. If I am living in Canada and I need to call a business and all that is provided is a toll free number, most times they do not work.

Posts: 11 · Vonage Forum Associate Joined: Jun 10, 2006 Posts: 11

Anybody else notice improvement on this issue? I just called canada post at 1-888-550-6333 and it worked! Yeah!

Did they FINALLY fix things?

Posts: 1327 · Vonage Forum **MVM** Joined: Nov 08, 2006 Posts: 1327

I tele filed my taxes and it worked also.

Posts: 4 · Posted: Tue Mar 20, 2007 1:10 am Post subject:

I just want to mention something strange. Recently i dialed some 1-800 numbers. the first time i dialed them i got a message, essentially saying the number was unreachable.
HOWEVER, i tried again a second or third time and the call went through! i'm not quite sure what is going on there.

Posts: 11 · Vonage Forum Associate Joined: Feb 09, 2007 Posts: 11

My number is Toronto (416 area code) based. As I understand it, my number is based out of Buffalo, NY, not actually in Toronto. So, when I call, eventhough the Calling Line ID may show my Toronto number, it is actually from Buffalo. When you call tollfree numbers (1-800, 1-866 or 1-877 numbers), they don't use CLID, they use DNIS (dialed number info services). That is why you will have a problem calling Canadian tollfree numbers. They will think you are calling from the US. So, if the tollfree number is not available in the US, then you get the appropriate message/treatment.

Say you wanted to call 1-800-HP-INVENT. This tollfree number transfers all US-based callers to their call center in the US and transfers all Canadian-based callers to their call center in Canada. If you call it, you will be transfered to their call center in the US.

Actually, I thought this was illegal in the wireline realm of telecommunications. But because this is Voip, I guess there is a loop hole.

So, we have to live with it until Vonage Canada moves all their Canadian-based numbers to a Voip access within Canada.

I wish I had known about this before signing up. There are other Voip providers that do not have this problem.

BTW, these are just my opinions.

Posts: 92 · Vonage Forum Senior Joined: Aug 01, 2006 Posts: 92

I called tech support the other day and they told me that Canadian toll free numbers should now be working. If you have a number that doesn't work just contact the tech support division with the number and company name and they can manually (after a few hours) route the call. Regional toll free numbers still do not work (such as 310-xxxx). Apparently Telus is now terminating these calls.

- Kukk

Posts: 5 · New Forum Member Joined: Mar 21, 2007 Posts: 5

We are moving our primary phone back to Telus and we MIGHT keep a Vonage line or two around to handle long distance calls. The biggest problems we have had are.

1. Phone was down for 5 days no in or outband calls in the middle of January.
2. People cannot hear us when we call.
3. Massive static on calls
4. Calls being dropped.
5. Massive echo.
6. Incompetance on the part of Vonage to follow through with providing documentation around the 5 day outage, as well as providing a new router with the phone ports.
7. 800 numbers in Canada and US not being reachable, granted we can get through to some but the majority are not reachable.

Let's put it this way.. our business we be sued left right and centre if we performed our services in such a manner.

Posts: 11 · Vonage Forum Associate Joined: Feb 09, 2007 Posts: 11

Kukk,

I placed a support call for 1-800-HP-INVENT. When I call it from my Toronto-based telephone number, it thinks I am calling from the US and offers me Spanish prompts. If I call from my Toronto-based mobile phone, it knows I am calling from Canada and offers me French prompts.

Here is Vonage Canada's response:

"In regards to your question, since calls are routed via the Internet with Vonage, all calls placed from Vonage customers originate from our outbound toll free gateway in NY. Due to this fact, the number that you are calling from may be recognized as a long distance number and the call may not be completed or routed as a US call.

For many toll free numbers we have an alternate number that you can call as a temporary solution. We are also in the process of building and outbound gateway in Canada which will alleviate these toll free issues.

As a temporary solution, you may use our V-access feature to reach the local toll-free numbers from your Vonage line. Once you have dialed the access number, you will be prompted to enter the 800 number and our system will route the call through a PSTN gateway, thus the call will go through."

So, it's not totally fixed yet. I did notice that some other tollfree numbers are working though. The ones based out of Canada.

Oh well, we wait...

-oscar.

Posts: 153 · Vonage Forum Master Joined: Jan 11, 2007 Posts: 153

oscarjr wrote:

As a temporary solution, you may use our V-access feature to reach the local toll-free numbers from your Vonage line. Once you have dialed the access number, you will be prompted to enter the 800 number and our system will route the call through a PSTN gateway, thus the call will go through."

Huh? So I just tried one of the 514 V-Access numbers, and then 1-800-HP-INVENT, and still got prompted for Spanish. Have any of you guys actually gotten that specific number to behave as though you were calling from Canada?

Vonage really needs an 800 gateway in every state/province.