Unreachable 1-800 numbers

Posts: 25 · Posted: Wed Oct 17, 2007 1:00 pm Post subject:

yeah its great that they can patch me through... its just the fact that I have to call and do that in the first place when something like this should just be working since I am paying for phone service. You don't really sound bothered by this fact, but it really irks me that I can't call some 1-800 numbers.

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

It doesn't piss me off so much, but the wife hates it and then I go searching for a toll free number.

I don't think Vonage is any hurry to fix this issue, and I don't think they mention it on their site.

How about calling for a pizza using a 310 number, those babies don't work either.

Posts: 25 · Posted: Wed Oct 17, 2007 1:20 pm Post subject:

It's just an inconvenience more then anything. I don't call an 800 number often, but when I do I don't really want to have to call Vonage everytime. The reality of it is that I am lazy... when I need to call a company, I google them and get the 800 number then call them. I dont bother keeping a phone list going of all sorts of numbers. Maybe Vonage should make available on their site a little tool for us to find ourselves what the right number is.

This is something that should be mentioned on their site. I looked all over for it, even skimmed through their terms of service on the site and there is no mention of it at all. That is a little deceptive I think.

Also if they have certain 800 numbers in their system, why is it so difficult to add a bunch of others? I mean if they have the list of regular numbers for the 800 numbers that dont work, why not just go and add those? It doesnt make sense to me. I emailed Vonages customer service about it so I'm curious to see what they say.

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

It isn't Vonage that isn't letting the calls go through it is the company who has the toll free number. they are only letting calls come through that originate in Canada that is why some are not working.

Forgot to mention, if you are ticked off now, wait until you get the email from Vonage, they won't answer your question.

It will be like this, we understand you are having an issue with toll free numbers in Canada, and then a bunch of unrelated stuff.

Post the email when you receive.

Posts: 25 · Posted: Wed Oct 17, 2007 1:31 pm Post subject:

Fair enough, but Vonage is still part of the problem by routing our calls through the US. You can't really blame the companys for not letting through non-Canadian numbers because they pay per call for toll free numbers, so if that person is calling from the US it is going to cost them more. It is basically reverse long distance. In the end, we the consumer is losing out. Is that fair?

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

I thought I had a work around the problem, but it still didn't work.

I am going to call Vonage now and ask about this issue again, and I will post the answer and also see if they have a number for you.

Posts: 25 · Posted: Wed Oct 17, 2007 1:49 pm Post subject:

Thanks. Its not an issue anymore with the number, I just waited until I went to work and called from there. In the future I will be calling from my cell.

I'm interested to hear what they have to say on the phone though. When they email me back i will let you know what they say. I was pretty adamant in the email how annoyed I was.

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

Ok here is the scoop, anytime you have a number that doesn't work you can call Vonage and they will put the number in their data base and it could be available in 48 hours.

He tried to find another number for me, but all he could find was a U.S number which I don't think would help.

Posts: 25 · Posted: Wed Oct 17, 2007 2:03 pm Post subject:

That's what I'm saying... if the solution is simply adding the number to their database then why are they not already in there? The onus should not be on the customer to alert them when an 800 number isnt working. Thats nice to know at least that it is semi-fixable. I will have to do that next time a number isnt working. Thanks for giving them a call about it.

Posts: 25 · Posted: Wed Oct 17, 2007 2:16 pm Post subject:

Just got an email back from Vonage....

Quote:

I understand you are not able to call Toll Free Numbers from your Vonage phone.

We regret to inform you that the toll free number that you are trying to dial may be a regional toll free number and not a national number. Companies who are using regional toll free numbers are paying the toll charges for this call. Since calls are routed via the Internet with the Vonage service the number that you are dialing from may be recognized as a long distance number and the call may not be completed.

I apologize for any inconvenience that may have been caused.

Thing is, its a national number... listed on their site for all Canadian customers. Question