18 Comments

Summary:

Is Vonage out of whack? Just tried to make a phone call from my soft phone, but the system doesn’t seem to be working. Others on Broadband Reports Forum are also complaining of an outage. Anyone else experiencing that same issues? Not sure if it is […]

Is Vonage out of whack? Just tried to make a phone call from my soft phone, but the system doesn’t seem to be working. Others on Broadband Reports Forum are also complaining of an outage. Anyone else experiencing that same issues? Not sure if it is a system wide outage. Many folks over on BBR forums are reporting problems from different area codes. Spoke with Vonage spokesperson who tells me it was a software upgrade last night that caused a glitch, for about 45 minutes or so. A patch seems to have fixed the problem. Still, just another example that VoIP has to go through a baking process before it is hardened into PSTN type quality.

Martin had predicted some of these problems. “Vonage will have to build out an infrastructure in proportion to the number of subscribers they receive. The incumbents already have their equipment and business support services in place and paid for: they only need cut back on operational costs,” he had said.

Light Reading adds: For some users, this isn’t the first outage this week, but it is the only network-wide problem reported. “What bothers me is the lack of information. We never found out what happened yesterday and here it happens again,” writes one poster on Broadband Reports.

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  1. Aaron Bailey Friday, March 4, 2005

    I’ve been up and down all day today (in Chicago) and others I’ve talked to all over the country are in the same boat. Not good when I’m expecting various job-search-related phone calls.

  2. Doug McDonald Friday, March 4, 2005

    Not here in Central PA.

  3. I am back online as well. looks like problems are fixed/

  4. Vonage CEO interviewed

    Business Week folks got a visit from Vonage CEO recently, so they got a chance to grill him with questions. Vonage had 400,000 subscribers as of January 2005, with 10,000 new ones signing up every week. On average they earn…

  5. Todd Mitchell Friday, March 4, 2005

    From the horses mouth:

    Due to a software upgrade in process, some customers may be experiencing sporadic difficulty placing or receiving calls at this time.

    Customers experiencing difficulty can expect the problem to improve throughout the evening.

    We apologize for any inconvenience this may cause.

  6. They can blame it on some ISP or Telco blocking and degrading your service.

  7. Aaron Bailey Friday, March 4, 2005

    Was back for a bit, but still down. This is unacceptable.

  8. I agree – i think the Vonage outage shows that the network is going to be critical. I have a feeling that they are growing too fast and the networks aren’t keeping pace. i do like the fact that at least they are starting to communicate.

  9. Pretty weird.

    I’m staying in L.A, where I have my NYC area code Vonage TA plugged into a Comcast Cable LAN alongside my parents Los Angeles area code Vonage TA.
    Their service went dead on Friday, but mine stayed up. Tried to check their website for a network alert, but their site could not reached.
    I called support (from my phone) and actually got through to someone rather quickly (very surprised). Unfortunately, he could only barley make out what I was saying. He said entire words of mine were coming through out of order and/or backwards (!). He sounded just fine on my end. We terminated the call and he called me right back. He did some remote fiddling around with my folks adapter, and with mine, and eventually everything came back up, and smoothed out.

  10. many have reported similar outages and well many are emailin me and letting me know that their problems have been fixed

  11. doug from ohio Tuesday, March 8, 2005

    Had the service for almost a month.
    Have had no problems untill today ,poor voice quality,static . other than that it has been really good .It was a easy install,plugged it into my cable modem ,I had dial tone within minutes.
    I have not canceled my old phone line yet.Vonage gave me the first month free and no activation charge,so I will try it a while to see how I like it.

  12. doug from ohio Tuesday, March 8, 2005

    Had the service for almost a month.
    Have had no problems untill today ,poor voice quality,static . other than that it has been really good .It was a easy install,plugged it into my cable modem ,I had dial tone within minutes.
    I have not canceled my old phone line yet.Vonage gave me the first month free and no activation charge,so I will try it a while to see how I like it.

  13. doug from ohio Tuesday, March 8, 2005

    Had the service for almost a month.
    Have had no problems untill today ,poor voice quality,static . other than that it has been really good .It was a easy install,plugged it into my cable modem ,I had dial tone within minutes.
    I have not canceled my old phone line yet.Vonage gave me the first month free and no activation charge,so I will try it a while to see how I like it.

  14. I live in Mazatlan, Mexico, where my wife and I both work and rely on Vonage. She’s an accountant who needs to communicate with clients. I’m a journalist. The system has been down since Tuesday and everyone here who uses Vonage is screwed – and there are a lot who rely on it in their work. When we call out we can hear the other party but they can’t hear us, either at all or in a patchy way. Many of us have sent e-mails to Vonage and at first were getting boilerplate reponses. Now we don’t even get those. There will be a lot of people looking for other options if they can’t get this fixed soon.

  15. Several Vonage customers in Mazatlan, Mx have been down since 7pm 03.08. It seems to be a “send” issue. You can hear the party you call perfectly but they cant hear you – or you just get a rapid busy.

    There has been no response to emails requesting help. Phone calls to cust serv go unanswere. No posting to customers to make you aware of the problem.

    Don’t care what the fare is, it’s no way to run a railroad.

    Grant

  16. One of the worst companies I’ve ever dealt with in any industry. Faulty products and horrible customer service.

  17. i agree that their customer service is something that needs to be fixed right away and if they don’t whatever good will they have in the market is just going to vanish into thin air. spending mega millions cannot help regain your reputation. vonage needs to learn that.

  18. Nicole Carpenter Sunday, November 13, 2005

    I keep calling my husband, who also has Vonage. I can hear him crystal clear, but he can’t make out a word I say. I tried leaving a voicemail, and listened to it. It was just one long period of silence.

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