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hanschal
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Joined: Oct 26, 2005
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PostPosted: Wed Oct 26, 2005 7:48 pm    Post subject: One particular caller always gets booted to my voice mail Reply with quote Back to top

I’ve been told my situation is unique but, I’m hoping someone has heard of this before and has a solution.

The problem’s I'm experiencing are as follows….At one point people called my number and would either hear a click sound, and then dead air (on occasion, this still happens). Sometimes callers would be routed to a different residence all together. And, on occasion, callers would be bumped to voice mail. BUT, throughout all these detours, I was still able to receive the odd phone call.

There is one person in particular that calls and who has experienced, at one point in time, all the above. Nonetheless, on occasion we were able to have a conversation. That was about 4 months ago! The calls began getting bumped more often to voice mail, and over the past 4 months – it doesn’t matter whether this individual dials my number from their home phone, cell, OR their internal office phone (the receptionist can get through via the switchboard), each and everytime, all the calls are bumped to my voice mail. Most times I hear 1 ring, and sometimes 1 1/2 ring’s. If I pick up the receiver on the first or second ring, I hear a click, and the caller is automatically bumped to voice mail.

Has ANYONE on this forum experienced this problem with "only one caller" or heard of a situation like it? If so, what was done to rectify the problem? Does anyone have any suggestions?

I've already cold called several people living in the same area as my friend, and had them call my number....they all get through - some have even blocked their number and still get a connection...yet, my friend cannot!

I use an analog phone. Nothing else is connected to the router. Shaw Cable is my ISP, and I have a high-speed connection. I've pretty much explained everything but, if more detail is required, just ask. I really would like to see this resolved.
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Steve48
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Joined: Aug 30, 2005
Posts: 4777

PostPosted: Wed Oct 26, 2005 7:59 pm    Post subject: Reply with quote Back to top

You've had unresolved problems like this for months?? What does customer service say about it? The description of the problem is certainly strange, but the first step is to give CS the chance to do something. I assume that in several months you've rebooted the equipment at least once without solving the problem.

Meanwhile, what does testyourvoip.com say about the quality of your service? Can you call your friend and have him immediately return the call? Try to pick up before it makes that abortive ring, and see if you can get a connect that way. Is caller ID working? If so, and if you're watching it when a call comes in, does CID register before the phone starts to ring?

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DallasFlier
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PostPosted: Wed Oct 26, 2005 8:32 pm    Post subject: Re: One particular caller always gets booted to my voice mai Reply with quote Back to top

hanschal wrote:
it doesn’t matter whether this individual dials my number from their home phone, cell, OR their internal office phone (the receptionist can get through via the switchboard), each and everytime, all the calls are bumped to my voice mail.


Three totally separate and different numbers - home, cell and office - and he/she still gets bumped everytime? Buddy, someone up above is trying to tell you not to talk to this person! LOL Lol

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hanschal
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PostPosted: Wed Oct 26, 2005 8:43 pm    Post subject: Thank you for your input.... Reply with quote Back to top

I've dealt with customer service for months - pretty much since I signed up for the service – sometime back in March. When I started screaming and sent an email off to Jeff – the owner – nearly 2 or 3 months later, I was contacted by someone in Tier 3. After nearly a month and a half, they couldn't figure out the problem and so, this past Friday, I was escalated to one of the top guns in the company.

The person that is assisting me is fantastic, and most helpful BUT, is stumped by whats happening.

Last night we spent nearly 3 hours trying to resolve this. He explained that the call comes into my device then my device sends a busy message back to this caller and he gets booted to voice. He even showed the records to 3 other colleagues this morning, and just as he predicted, each one that looked at it said…it shows my phone as being off the hook.

He has my line monitored 24/7, and knows that the phone wasn’t being used when the call came through, because he could trace the log.

If the device see’s me as being on the phone, my phone shouldn’t ring…and yet it does.

The other thing that is so puzzling is; it doesn’t matter whether this “one person” calls me from his cell phone, his home OR his office, which is several miles away from his home...he ALWAYS gets bumped to voice mail. Yet everyone else living in the same area can get through. He can only reach me only if a call is placed through the switchboard at his office or perhaps from a pay phone....of which we've not tried.

If what I've explained has sparked an idea, please share. I'm open to ANY AND ALL as one may lead to a resolve of some sort.
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Steve48
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Posts: 4777

PostPosted: Wed Oct 26, 2005 8:54 pm    Post subject: Reply with quote Back to top

Good grief!

I don't see any reason why this should be the problem, but have you tried a different phone? (Any port in a storm.) Has Vonage tried a new adapter for you? What is your equipment lineup? What are your results at testyourvoip.com?

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Orlando, FL
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hanschal
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PostPosted: Thu Oct 27, 2005 1:03 am    Post subject: Reply with quote Back to top

Since signing up with Vonage, I've tried 4 different phones. Three digital phones that I used previously with a land line, and the last one was just purchased a few months ago - an analogue phone - no bells or whistles of ANY sort, not even call display.

My first adaptor lasted two weeks then just died on me. I simply woke up one morning and didn't have a dial tone. Vonage sent a new router, it worked fine for about a week. Then when the problems began with that one it escalated to a point where, I was assigned a new phone number....in a different state! That wasn't the answer either. People were able connect...but only sporadically and that only lasted a few days.

I received my LAST router about 2 weeks ago, BUT, as with the last router, my friend is still bumped to voice mail.

I can't understand why he was able to connect on occasion at one point in time, and now for the past 4 months hasn't been able to connect at all!

Is it the router, or a connection between the router and his phone? This is a trick question because, he's able to reach my router, get a signal...a signal saying my phone is busy! Yet, my phone rings!!! Go figure!

I did the testmyvoip.com thingy, but, haven't a CLUE on how to read it! I think it says my connection is bad. Except that not the case, because in reality I have excellent reception no matter where I call. I spoke last night for 3 hours with the exec from Vonage and didn't have one problem. He even told me that the quality of my voice is clearer than some other customers that he deals with.

I’m so stumped by what happens when my friend calls -- the fact that it occurs from 3 separate lines, and none are linked in any way, baffles the mind even more.

The individual at Vonage says there is really nothing more they can do for me but, as an optimist, I can’t help but feel that its got to be something very simple. Isn't that usually the case? My problem is that I'm not technically inclined so, I'm really lost with this sort of thing, thus haven't a choice but to rely on others for ideas and possible solutions.
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tzarcone
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Joined: Jul 18, 2004
Posts: 31

PostPosted: Thu Oct 27, 2005 9:21 am    Post subject: Reply with quote Back to top

Maybe you have call blocking turned on....Oh wait not an option lol.
But than again maybe Vonage is actually doing testing on it and your stuck in a test of some sorts
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