Vonage Blocks calls to toll free numbers!!! - GoFuckYourself.com

Magg · 11-24-2004, 05:35 PM

OK, Im having problems calling my toll free number, so I contact the provider and look what I get back:

"As of about one week ago, Vonage is now only supplying the 3 digit area code in the field allocated for a 10 digit caller ID number. We can't accept calls unless we receive a 10 digit caller ID number.

The US FCC requires that all companies in the United States send a 10 digit caller ID number for any call terminating to a toll-free number. At this point, you'll need to contact Vonage and tell them that they are not complying with the FCC rule, and insist that they send your true 10 digit caller ID number on all calls to toll-free numbers. They may explain to you that they are sending caller ID digits, as can be seen when dialing other phone numbers; but, they are not sending caller ID digits when the call is being placed to a toll-free number.

I expect that the first person you speak with will not be knowledgeable about this issue. You will have to ask to "open a trouble ticket" and ask that you be forwarded to a manager, and possibly even the manager's manager, before someone will understand the issue. Their engineers will probably not speak to you, but ask their managers to confirm with their engineers that they are indeed not passing 10 caller ID digits when calls are placed to toll-free numbers. Engineers should know this to be true, as a few creative engineers have tried to do this as a means to conceal their callers' identity when dialing a toll-free number, because they know that the toll-free number "owner" will get the number, and may call their customer back at that number. This is their motive for doing this, and thus explains why this happens on your Vonage phone and not your other phone lines.

Explain to them that you are being prevented from dialing thousands of toll-free numbers throughout the US and Canada because unless they release the digits, any good toll-free provider will not accept the call because of the inability to recognize the caller by their phone, which is necessary to prevent fraud and provide proof of billing.

Again, call Vonage as indicated above, be persistent, and let us know how it progresses. Unfortunately, they will not speak to us about the issue because only you are their customer, but we certainly wish you the best with your efforts, and again, please keep us updated in this case."

Tanker · 11-24-2004, 05:40 PM

I can call 800 numbers on my vonage

cyberpunk · 11-24-2004, 05:55 PM

its problly just a misconfigured trunk.

Magg · 11-24-2004, 06:18 PM

After waiting 20minutes on hold for a tech rep, i got disconnected when he put me on hold to duplicate the issue, and now he isnt calling me back when I know hes got my phone number as I gave it to him not more than 5 minutes before we got disconnected.

gah.

Brad Mitchell · 11-24-2004, 07:31 PM

No problems dialing toll free lines on my Vonage phones, either.

Brad

11-24-2004, 05:35 PM	#1
Magg Confirmed User Join Date: Feb 2004 Location: ICQ: 132497047 Posts: 4,467	Vonage Blocks calls to toll free numbers!!! OK, Im having problems calling my toll free number, so I contact the provider and look what I get back: "As of about one week ago, Vonage is now only supplying the 3 digit area code in the field allocated for a 10 digit caller ID number. We can't accept calls unless we receive a 10 digit caller ID number. The US FCC requires that all companies in the United States send a 10 digit caller ID number for any call terminating to a toll-free number. At this point, you'll need to contact Vonage and tell them that they are not complying with the FCC rule, and insist that they send your true 10 digit caller ID number on all calls to toll-free numbers. They may explain to you that they are sending caller ID digits, as can be seen when dialing other phone numbers; but, they are not sending caller ID digits when the call is being placed to a toll-free number. I expect that the first person you speak with will not be knowledgeable about this issue. You will have to ask to "open a trouble ticket" and ask that you be forwarded to a manager, and possibly even the manager's manager, before someone will understand the issue. Their engineers will probably not speak to you, but ask their managers to confirm with their engineers that they are indeed not passing 10 caller ID digits when calls are placed to toll-free numbers. Engineers should know this to be true, as a few creative engineers have tried to do this as a means to conceal their callers' identity when dialing a toll-free number, because they know that the toll-free number "owner" will get the number, and may call their customer back at that number. This is their motive for doing this, and thus explains why this happens on your Vonage phone and not your other phone lines. Explain to them that you are being prevented from dialing thousands of toll-free numbers throughout the US and Canada because unless they release the digits, any good toll-free provider will not accept the call because of the inability to recognize the caller by their phone, which is necessary to prevent fraud and provide proof of billing. Again, call Vonage as indicated above, be persistent, and let us know how it progresses. Unfortunately, they will not speak to us about the issue because only you are their customer, but we certainly wish you the best with your efforts, and again, please keep us updated in this case."

11-24-2004, 05:40 PM	#2
Tanker Confirmed User Industry Role: Join Date: Nov 2000 Location: Oakville, Ontario, Canada Posts: 9,287	I can call 800 numbers on my vonage __________________ Tanker ICQ 3427575 CCBTools Now featured in the CCBill.com APP STORE

11-24-2004, 05:55 PM	#3
cyberpunk Confirmed User Join Date: Feb 2001 Posts: 1,377	its problly just a misconfigured trunk. __________________ POST NO ADS!

11-24-2004, 07:31 PM	#5
Brad Mitchell Confirmed User Industry Role: Join Date: Nov 2001 Location: Southfield, MI Posts: 9,812	No problems dialing toll free lines on my Vonage phones, either. Brad __________________ President at MojoHost \| brad at mojohost dot com \| Skype MojoHostBrad 71 industry awards for hosting and professional excellence since 1999

11-24-2004, 06:18 PM	#4
Magg Confirmed User Join Date: Feb 2004 Location: ICQ: 132497047 Posts: 4,467	After waiting 20minutes on hold for a tech rep, i got disconnected when he put me on hold to duplicate the issue, and now he isnt calling me back when I know hes got my phone number as I gave it to him not more than 5 minutes before we got disconnected. gah.