Since this morning, my phone numbers appear as busy when calling them, i don't even receive the server event to retrieve the assistant. When trying directly from the vapi platform by linking a a phone number to an assistant it does not solve the issue either. I tried to change my Vonage credential in the "provider key" section with a new secret but when saving i get this error: property id should not exist , property orgId should not exist, property createdAt should not existp, roperty updatedAt should not existproperty vonageApplicationId should not exist This is urgent!!

This is also happening for us

@Vapi@VAPI Tech @Shubham Bajaj @Sahil same issue here. All my calls are unanswered since this morning ! Seems an issue with your Vonage connection, my calls from Twilio go through and not vonage !

Sorry, we haven't found a workaround

@pierreh can you share your phone number ID?

I want to express my concern regarding the slow support. It is unacceptable that response times are up to 72 hours and that there is no way to communicate more directly, especially when dealing with a productive environment. this must be improved, and a more efficient support channel must be available. @Vapi

@georg really sorry for your expirence.

Here are examples : - Orgid : 456ce6b0-9137-48db-a1a6-ad2771a175d4 ("MM Genappe") - Phone number id : afb1ed80-cba5-403e-8458-df19401a6085 (32460225616) - Call** leg** ids (no call id as it hasn't connected to VAPI) : f4e4e2a1ae9462ca4e19d69448688302, 672979642d4b19e4cdb54c587471d1f1, 672979642d4b19e4cdb54c587471d1f1 ( I have 4-5 other orgs and close to 10 other phone number ids with call leg ids if you wish to)

I appreciate your response. I have already sent this issue to the support email, and I am still waiting for a resolution. The delay in response has affected my ability to conduct the demo, and I need a prompt solution. Please let me know if there is a faster way to escalate this issue.

@georg discord is the fastest just spam me, I will get back.

@Shubham Bajaj what's the ongoing process here ? Are you looking into it ? Is it escalated to your technical team ? Should we jump on a call with someone ?

@Jeebs from eva.be I am looking into it.

Calls to the bot are still not coming in

@Shubham Bajaj still not working (I have just tried). I have precise timing at which it stopped working today https://cdn.discordapp.com/attachments/1347229731312893962/1347265670152196147/image.png?ex=67cb326e&is=67c9e0ee&hm=76eb8c95b5cd34fbc3f66ae00f7c2c83038ffc61e339b78294dbc627cc4f0505&

@Jeebs from eva.be @georg looking into it.

@mirai2021 seems to have the same issue (see latest support ticket https://discord.com/channels/1211482211119796234/1347262279246282782, linked to here to centralize)

855c70d9-74a8-4b6a-8c90-3d50e9d4fd6a

@georg delete your number from Vapi and import again. It's an Vonage number.

I have done this with different numbers, even removed my vonage provider credentials in vapi dashboard then re-added them. The connection with Vonage works well - the phone number gets connected. In Vonage, I can see that the webhook for these numbers are set to [api.vapi.ai/vonage/inbound-call](https://api.vapi.ai/vonage/inbound_call). However, when the call occurs, seems this webhook from VAPI tells Vonage the line is busy.

It doesn't work this is the new id 7ab84bab-c1a2-4f58-b66f-d5446227260c

@georg @Jeebs from eva.be checking with team.

Is there a solution coming? do we all need to rebuild on another platform? i can't handle 2 hours of this, let alone days or a second occurance.

Today I had several demos scheduled that fell through and the support is terrible

@georg @mirai2021 I have shared your issue with the team, we are looking at it. Give us sometime.

some progress?

@georg I clarified in the vapi-stage to Shubham 5 mins ago. It's been escalated, no news for now 😦

here: c2096b09-7dda-4dae-9894-24c3d0c167f0

@Shubham Bajaj I emailed Vonage support, they repsonded with: I checked into these and see that the inbound call is received our platform tries to download your NCCO from your answer URL: https://api.vapi.ai/vonage/inbound_call The download attempt hits a 400 error and we are unable to receive any valid call control objects to process the call from your answer URL. Can you please check on this answer URL for any issue? httpStatus\":400,\"errorReason\":\"NCCO download error: 400\

Great, thanks for clarifying!

Found a simple workaround... grab a twilio number, then forward your vonage number to it after you attach it to your agent..

Can you give some step by step instructions on how to configure it?

Good lateral thinking @mirai2021 ! Unfortunately on Twilio you can't buy FR or BE numbers, it needs to go through a support request 😬 This is why it's important to know whether VAPI will solve this soon or if we better ask this to Twilio

Vonage is just forwarding to whatever number you give it. Get a Twilio American number and forward your FR or BE Vonage number to it. Pay the toll vs. losing a customer or missing a demo, etc. its a temporary fix. It stops pissed customers from calling. Or save a few hundred bucks by not doing that and lose customers. 😦

Thanks, I understand. Are we sure it's only invoiced to us and not to the end-customer (e.g. he'd pay international fee) ?

I am not Vapi support. but Buy a Twilio number. Port it to your vapi account with Create Phone number. Go to vonage and use the call forwarding feature to set it to your new Twilio number.

Thanks for sharing 🙏 It's night here in Belgium / France where most of my clients are located. I'll make that tweak tomorrow 5am if no solution has been found. This allows me to communicate that "a fix will be deployed during the night"

Thank you very much for the help

Next time I am in Belgium, I look forward to having a few fantastic beers with you!! 🍻

I recommend that you do some testing today to validate its operation.

You are very welcome. I know the sense of relief I got when I figured it out... HAD TO SHARE!!! Friendly competitors. It is concerning, though, as first Vapi killed us by screwing all our clients with the knowledge base issue... Now a whack of changes with a super buggy interface. Glad we built our own vector database knowledge base system to save ourselves back then too. certainly not going to put Knowledge Base back in control of Vapi... once burned!!!!!! 🙂

Straight up. Our team spent days developing a complex faq/knowledgebase feature on our client facing webapp, only to find out the day after we pushed to production that Vapi stopped supporting our specific implementation.

We need to learn to have a plan B set up on other platforms. Today has been a terrible day because we recommended Vapi at my job.

Well I hope we rank pretty high in their "customer obsession" matrix https://cdn.discordapp.com/attachments/1347229731312893962/1347324525942931650/Screenshot_2025-03-06-22-45-53-20_254de13a4bc8758c9908fff1f73e3725.jpg?ex=67cb693f&is=67ca17bf&hm=bbcfd3621be14aa3166e9179e71112501879ddc62628c9279ce7a035f611dc31&

Ours is all webhook-driven using render for FastAPI. Been holding in their so far. If it went wonky, I would guess we just need to fix the api url... we will see. But for sure this is the second time they have hurt our businesses, without even a simple apology or offer of credits or anything. It is a big enough warning sign for me to start replicating things on another platform. Sucks but enterprise clients are NOT tolerant of 3rd-party mistakes like this that take days to solve, Whether Vapi's or Vonages. But at least we have a workaround now to stop the bleeding and unrelenting customer complaints.

I find it incredible that, for an issue affecting so many people, the response is a 72-hour support wait.

hahaha Apparently NOT 🙂 But you all rank high on mine!!!! 🙂

You have the problem for longer than today ? It clearly appeared ~11h ago on my end

Yeah, for us, we were only impacted from this morning somehow. Maybe because in Canada?

Since this morning I've been waiting, and just an hour ago they finally responded... only to ask where I bought the numbers. 🙄

Well for now let's give them as much support as we can to have them solve it fast 💪🏼💪🏼💪🏼

Yeah, same here, but I had to delete the numbers and re-import them.

Huh fail, actually does not work for all - only some ?!

@Jeebs from eva.be @georg @mirai2021 @Louis @pierreh The issue has been identified as informed by @Sahil once it's deployed we will inform you gusy about it.

Does anybody on your end recognize the trouble, pain and cost inflicted on all your loyal users?? We all get you are growing fast, but in the end, you grow fast because of all the people who you just LEGITIMATELY SCREWED THEIR BUSINESS. Enterprise clients just sue little guys like us over things like this. ESPECIALLY when no communication or timelines to a fix are available. I think as a company, it is CRITICAL you grow up in your thinking. You have customers who have BIG enterprise clients. OR make it clear you are only for hobbyists and smaller companies so nobody is put at risk due to your age and immaturity in handling a crisis. Said with LOVE. BUT you MUST DO BETTER or the internet will severely punish your growth. I am on your side; I love what you do, but first you KILLED us with the KNOWLEDGEBASE fiasco and KILLED all high-end larger Agents and left us in the lurch with an oops, sorry, go figure it out. Then you have this issue, and support handles it EXTREMELY POORLY. I understand everyone is doing their best. However, their does NOT seem to be an understanding of the pain caused to YOUR CLIENTS. THE ONES THAT HELP YOU GROW FAST AND BREAK RECORDS. Just one customer's thoughts who had their day blown up and a large $50 million a year company that wanted both inbound and outbound agents not to be able to be closed on a meeting as a result of your issues KILLING ALL OUR DEMO BOTS.

Hello 👋 Quick message to confirm the bug is solved, calls flow like normal. I might have lost a client, but luckily I could manage expectations with the rest thanks to quick and clear communication. I would happy to provide my clients with a few "free calls" as a commercial gesture - it is something vapi would help us with ?

can you DM me.

I would guess a corporate decision to compensate everybody with a chunk of actual money in their accounts based on their call volumes for the week, would get most of your customers back on board that you actually do care about it.. TO put it off on vonage, of course is bad PR, as shows that you are not on top of your providers and messaging they give. They would not change things without forward notice. We have used them for years. they always tell you what is coming. Your team most likely missed it in your fast growth. Just thought and trying to be helpful as know how many are quite upset in backchannel communications you are not part of. We are not upset, but are now CAUTIOUS with proceeding as a result of the 2 major problems you created for us in as many months. We will keep using you of course, but will have to get another service as back up running for big clients in the future, as this happening would be catastrophic. I hope you understand.