| Big Trouble At Vonage? This is copied from the EGHT message board at Yahoo Finance: »finance.messages.yahoo.com/bbs?.···id=69682
Big Trouble at Vonage (our competitor)
by: midweght 08/25/03 08:02 pm
Msg: 69682 of 69851
Vonage Service Interruptions
Dear xxxxxxx
As always, we appreciate your candid interaction and posts about our
service.
Many of you have been customers for quite some time and over the past
few weeks may have noticed intermittent service issues ranging from call
fluctuations to not being able to contact our 1-VONAGE-HELP Toll Free
number. We have received additional information from you about these
issues through your emails to our Customer Care inbox and wish to
address those issues here.
All of these issues you have been experiencing are separate and
unrelated.
Intermittent service interruptions
Our current architecture places groups of customers on different
servers. Because of this architecture, thankfully not all customers are
affected in the event we do have an issue. We are exploring the ability
to post service announcements in accordance with a customer's server
group allowing us to communicate more effectively with you. We are
taking steps to resolve the underlying issue that affected a group of servers causing intermittent interruptions experienced over the past few days. Every time we have an issue, we have a post-mortem to ensure the
same problem doesn't happen again and we implement new processes to
prevent it. As much as we would like to share the specifics of each
service issue with you, the competitive nature of the VoIP business
right now precludes us from giving you a real, in-depth
"peak-under-the-hood."
Inability to log-in to your dashboard
We have consistently posted service issue updates on the Web Dashboard.
The inability to log-in yesterday was again unrelated to what was
happening with the Vonage service and we are still investigating the
cause of this problem. It is our practice not to post service issue
updates until we determine that said issue is related to our service and
is not isolated to an individual customer. A good example of this is
when a certain ISP is down, we do not post on the dashboard that there
is a service issue, we simply communicate directly with customers that
have notified us of a problem.
1-VONAGE-HELP Toll Free number
This issue, again, is unrelated to our VoIP service. Recently we made
changes to the system to reduce the wait time, however these changes may
have resulted in aberrant service issues related to that number. Until
we are able to graduate our new tier one and tier two customer care
groups from training, we are shortening the wait time by sending your call to voicemail. Please remember to leave a detailed description on
your message and we will call you back as soon as possible. However the
most expedient way of contacting us is through dslreports@Vonage.com. If
you have experienced any problems calling this number please let us know
exactly what happened via email to dslreports@Vonage.com as we are still
investigating this issue.
Vonage is committed to being a long-term provider of telephone service
over the Internet and is addressing these issues and improving service
every single day. With any new technology there will be bumps in the
road. As we grow we are adding staff every week, deploying more
equipment, expanding the functionality of customer care, adding area
codes and building new features. It is important to us that you continue
to communicate with us via this forum and directly, because without your
input, we will not be able to build a product that meets your needs and
exceeds any other service experience available today.
We apologize for the inconvenience and thank you for your loyalty.
Best regards
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
Does anyone know what that's all about? |
|
Reviews:
 ·Verizon Broadban..
| Was posted here »Vonage Service Interruptions
A few days ago. Vonage has grown in leaps and bounds to there is always going to be something that comes up. Just seems that no matter how well you plan stuff "not just talking about vonage" and no I don't have any inside info, just stating that things happen. I'm sure vonage will sort things out soon enough. There's also alot of us that have Vonage that weren't effected by these outages including myself.
I have both Voange and now testing P8, P8 has been less than perfect for me as well. Just the way things go sometimes.
ym |
|
 GorkOu812ic
join:2001-10-06
Bountiful, UT | reply to Ithaca 37
This is a perfect example as to why being "open and honest" with your customers might not be the best practice. Do I understand correctly that this was sort posted elsewhere out of context? And it sounds like it was blown up a bit to, right? |
|
Reviews:
·Verizon Broadban..
| actually I appericate Vonages upfront on this. A company that is willing to come out and say hey we had some or are having some issues to me is hell of lot better than a company that says hummm Nope all clear when they darn well that something is wrong.
ym |
|
joshj
join:2001-10-30
Antelope, CA | reply to Ithaca 37
It's clear they are experiencing a huge growth spurt and the back-end is having trouble keeping up with the front-end. This is kind of an ebb and flow issue with Vonage. It will get better for a while, then it will get bad again.
Of course if you've had to call SBC's customer service in the last month or so you have been on hold in excess of one hour. This never used to be the case with them - I always got through within a couple of minutes. Now I need to cancel and change around a couple of phone lines and the hold time is absurd. Of course SBC has had 100 years to get their customer service staffing levels right, so I have a higher expectation there. |
|
 CamPremium
join:2003-01-25
Luther, OK | Even 8 to 9 months ago when I was considering switching to Vonage I had to wait about an hour on hold with SBC. They are the phone company, if you don't like it, who else are you going to turn to? |
|
| wow see down here in HELL with Bellsouth I can't even remember being put on hold for any length of time due to a POTS issue.
ym |
|
HooperPremium
join:2001-10-22
Villanova, PA | reply to Ithaca 37
Wow, an hour! I don't ever remember being on hold with Verizon for very long... maybe a minute at most. But their CS wasn't why I abandoned them, it was the whole local vs local toll vs regional call headache, which always made for an interesting surprise (my bill) each month. |
|
|
|
GorkOu812ic
join:2001-10-06
Bountiful, UT | reply to youngmoore
said by youngmoore:
actually I appericate Vonages upfront on this.
As do I. It's just an example of why companies are often times not up front about such matters. |
|
Scyber
join:2001-12-28
Trenton, NJ | reply to Ithaca 37
Well I know they are hiring more Systems people as one of our System Administrators just left to work for Vonage. |
|
