Vonage Canada Cutomer Service

Posts: 51 · Posted: Sun Nov 20, 2005 5:32 pm Post subject: Vonage Canada Customer Service

dcongrav: Again today Sunday we have no phone connection with Vonage using DCCNET. You said you were on Vonage with DCCNET and live in Delta also. Please advise us if you are having the same probelms with no phone connection. The internet is up and running but unable to use phone so we disconnected the Vonage adapter and pluged cable into DCCNET moden. That was the suggestion from the HELP DESK AT DCCNET. We don't know what else to do any other suggestions how we can trouble shoot and get our phone service back, Vonage says get onto DCCNET they are running a very slow upload speed and the modem we have is very old but that is the only one which is compatible with their system they say, but they arn't able to help us further. Do you have any advice, thanks in advance, we live in Tsawwassen and we do not want to go back to Telus. We are not aware of anyone living close by who is on the Vonage system with DCCNET as their provider and who lives in South Delta the Tsawwassen area. Thank you.

Posts: 60 · Full Forum Member Joined: Apr 21, 2005 Posts: 60

Nannyof8:

As previously mentioned, I do live in Delta (North Delta) and use DCCNET. Internet disconnections have been sporadic, especially during peak hours (late afternoons and evenings weekdays and all day Saturday and Sunday). I installed a couple of software applications that monitor internet connections over time and they both indicate extreme "ups and downs" in upload/download speeds and disconnections. For example, the last 24 hours with "pings" every second the disconnects total 1 hour, 6 seconds. As far as Voip connections, I have two Vonage lines and have noticed constant dropoffs and errors in the Vonage "Dashboard" where not all calls are logged, even ones where messages were left in Voice Mail.

I don't believe the problem lies with the Cable Modem but with a combination of problems from DCCNET and Vonage. That there are more disconnects during peak hours would lead me to assume that there is saturation on DCCNETs lines. That this is a problem that has come about more or less with the onset of Winter rains would lead me to believe that there is also a problem with line maintenance. Vonage is also involved in that calls don't register on the Dashboard and calls from my virtual number in Mexico City sometimes go directly into voice mail and at other times indicate busy or just plain silence.

I'm convinced that both parties are deficient and also that they will fingerpoint each other leaving us in the middle with no solution.

If you are sufficiently computer savvy, I would recommend installing monitoring software so it is not just your word against them. The two packages that I use, both free, are: Livecon for Windows (remotetek.com) and Line Speed Meter 3.0 (tcpiq.com) There are probably other free ones but these seem to do the job.

A major problem with Voip is that the Voip provider is usually different from the ISP so it's common to fingerpoint and no solve the problem. That's why it's necessary to have some kind of proof that they are failing. The software mentioned would only show the ISPs role (good or bad). I don't have anything yet that would "convict" or "declare innocent" Vonage.

David

Posts: 508 · Posted: Sun Nov 20, 2005 9:58 pm Post subject: Call Centre

Quote:

Canadian Call Centre Now Live!

The new Vonage Canada Call Centre opened its doors on August 15th, with a mandate to deliver great service to our Canadian customers. General inquiries from Canadian customers are now routed directly to Canadian Call Centre Associates, who speak a variety of languages. Our Associates can handle a range of inquiries - from activation, to billing, to number portability. Plans are in the works to further expand the Canadian Call Centre so that we can continue to deliver an even more rewarding 'uniquely Canadian' Vonage experience.

according to the Vonage newsletter I got last month, and posted here last month, there is a call centre in Canada now Smile

Posts: 51 · Posted: Mon Nov 21, 2005 2:09 pm Post subject: VONAGE Canada Customer Service

Thanks everyone for all help. We managed to phone Vonage using the 877-272-0528 which was given in one of these postings, thinking it was Vonage Canada but it went through to New Jersey then technical support in India. After being on the phone for 1 hour and with great difficulty in understanding the rep on the other end,(on my emergency cell phone, now out of minutes) they said it was the device: T1 LINKSYS RTP300 was not working. We rebooted adapter, took out cables from modem, left it off over night, did all the trouble shooting possible. Tested both laptops for legal ip addresses, both were not legal ip's they said. Now this is becoming very technical for me. Anyway, a new device Linksys RT300 is being sent to us, lets hope we are able to get a phone connection with the new one, otherwise I am sad to say if it does not work I will have to cancel Vonage, we are in our 60's(although young at heart and still eager to learn) the stress of trying to troubleshoot this system, it is not user friendly, thank goodness I have a lot of computer experience but it is hard on my husband, so keep your fingers crossed for us. THANKS AGAIN to you all, every posting and article has been read. Pauline, South Delta DCCNET, Tsawwassen.

Posts: 1 · New Forum Member Joined: Mar 20, 2006 Posts: 1

I have used Delta Cable for a long time. It suffers from poor upload speeds and this is most likely your problem. Voip is 2 way and needs good upload speeds as well. The download speeds are great and I have found Delta Cable very good except for the one problem. DELTA CABLE USERS, please call them and complain about poor upload speeds. If they fixed this their service would be perfect.

Posts: 60 · Full Forum Member Joined: Apr 21, 2005 Posts: 60

As I mentioned in a previous post, Delta Cable admitted in writing that they are experiencing problems in upload speed and they are working on it but to date nothing has happened and the speeds are like a roller coaster. I've been running a utility that checks up and download speeds every 2 hours and it goes from 0 to 4500 KBits/Sec and upload from 0 to 360 KBits/sec

I've sent test results but they don't even reply.