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csnet
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PostPosted: Fri Oct 21, 2005 8:38 pm    Post subject: Email to Vonage tip Reply with quote Back to top

Instead of regular e-mail, there is a "Contact Us" style form on the Vonage web site that must be used for getting help from Vonage customer support.

TIP: After filling out the form and BEFORE submitting it, copy and paste the note that you may have spent a long time composing and getting just right into your favorite NotePad, word processing document, etc.

Otherwise, when you click the button to submit your missive, if there is anything wrong with the Vonage web site, you will wait for what may seem like forever and then a "Page cannot be displayed" error will follow.

You cannot get back to your message with the back button because the page must be refreshed to get there, which clears everything you entered in the form.

If you save your note before clicking to submit, then when you want to try again later to get help through the Vonage web site, you will have to re-enter the information in all the other short fields on the contact page, but at least you will have a copy of your note to paste into the details field.

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KDWycha
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PostPosted: Fri Oct 21, 2005 9:21 pm    Post subject: Reply with quote Back to top

Tried the e-mail support a few times. All I received was a form letter. I think when you e-mail support your email goes to the place in the following photo.


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Steve48
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PostPosted: Fri Oct 21, 2005 9:25 pm    Post subject: Reply with quote Back to top

I don't think Email is treated that well.

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KDWycha
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PostPosted: Fri Oct 21, 2005 9:28 pm    Post subject: Reply with quote Back to top

Well then it must go to this guy and he must send back an automated e-mail per the contract they have with Vonage for customer support. He appears to be driving home from the customer contact center which Vonage outsourced. Must be pretty good on fuel with the dual tanks.


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Last edited by KDWycha on Fri Oct 21, 2005 9:36 pm; edited 1 time in total
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csnet
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Location: Northern California

PostPosted: Fri Oct 21, 2005 9:35 pm    Post subject: Reply with quote Back to top

KDWycha wrote:
Tried the e-mail support a few times. All I received was a form letter. I think when you e-mail support your email goes to the place in the following photo.

lol, here is my missive. I wonder what form letter it will generate:

When calling a toll free number 800 xxx-xxxx (real number has been redacted) of a company in Texas, those receiving the call see me as 973-968-3928, a New Jersey number, instead of my phone number 707 xxx-xxxx (again, redacted), a California number.

For the first few weeks I had Vonage, this same company saw me as a different wrong number, 646 723-0445, which apparently is a Manhattan New York pay phone number.

Others I call see my correct caller ID. How can this happen and how can it be fixed?

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Steve48
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PostPosted: Fri Oct 21, 2005 9:39 pm    Post subject: Reply with quote Back to top

KDWycha wrote:
Well then it must go to this guy and he must send back an automated e-mail per the contract they have with Vonage for customer support. He appears to be driving home from the customer contact center which Vonage outsourced. Must be pretty good on fuel with the dual tanks.


You keep overestimating the quality of the Email service- but your pictures are fun.

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KDWycha
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PostPosted: Fri Oct 21, 2005 9:43 pm    Post subject: Reply with quote Back to top

I am not really sure how this works with the 800 #'s. I do know that if I were to call a Florida in state LD # it would say it cannot be reached from my calling area because it thinks im calling from NJ. Im sure that maybe Vonage uses some sorta different provider for 800 calling or something. All 800 #'s seem to think your calling from NJ. Im sure you will receive a form letter telling you to unplug your router/ata for 30 seconds and see if that solves the issue Very Happy

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dabones
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PostPosted: Sat Oct 22, 2005 3:06 pm    Post subject: Reply with quote Back to top

800 numbers see your ANI, not your CID.. all of us have the same ANI which is in New Jersey.. thats why we can't call regional 800 numbers, or Canada-only numbers..

there is nothing Vonage can do, or will do.. sorry..

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csnet
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Joined: Sep 17, 2005
Posts: 86
Location: Northern California

PostPosted: Sat Oct 22, 2005 10:04 pm    Post subject: Reply with quote Back to top

dabones wrote:
800 numbers see your ANI, not your CID.. all of us have the same ANI which is in New Jersey.. thats why we can't call regional 800 numbers, or Canada-only numbers..

there is nothing Vonage can do, or will do.. sorry..

Thanks. And it goes well beyond regional 800 numbers. When I call a Texas 800 number from a California area code, the receiver of the call gets the Vonage New Jersey ANI.

A search for ANI on this thread located this good thread on the topic which leads to some other good threads:

http://www.vonage-forum.com/ftopic2223.html

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galion
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PostPosted: Sun Oct 23, 2005 8:48 am    Post subject: Reply with quote Back to top

Well for my latest e-mail I filled out their form, but I also went to the corporate site. I sent an e-mail to medarelations@vonage.com and then I found my original sign-up form. It had an address customerservice@vonage.com. So I sent one there too. I got the form letter reply that they got a message, but my websites do that too when they see an e-mail hit certain addresses (auto responder). But, I sent these yesterday. So when the business week starts we can see what happens.

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