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Vonage Been having the exact same problems with mobile numbers in the Czech Republic.
Been having the exact same problems with mobile numbers in the Czech Republic. Haven't been able to place a successful call after trying multiple times every day since Friday (March 11, 2005). Thank goodness we still have the Sam's Club calling card that we used before getting Vonage - every call that we've attempted using this card connects first time.
Called Vonage support on Saturday and gave up after more than 45 minutes on hold. Sent an e-mail from their site and got nothing but an automated reply. Called on Sunday and got through after a 35 minute wait on hold. Even though I was in the tech support queue - I was only able to report my problem to the CSR and was told that I'd get a call back. 24 hours later, no call back.
My wife called on Monday and spent over an hour on hold before she got through to someone. They told her that they had no record of our problem. She got tough with them and got transferred to level two support - other than have her unplug and reconnect the phone adapter (even though she was making the support call on our Vonage line) the only thing that they did was provide her with an incident number and a promise that they'd look into it and we should expect an e-mail when the problem was fixed. So far nothing except a request for the numbers that we have been unable to reach - no response to other e-mails requesting an update on their progress.
I understand the technical problems, what I don't understand is the lack of customer service. Why does it take an hour to get through? Why do they offer e-mail based support if they disregard it. Why do they even bother to take information (after almost an hour on hold) about a problem if there's no record of it the very next day.
For us, the only reason to keep a Voip or land line is for international calls to mobile numbers. If Vonage can't reassure me the problem will be fixed in a reasonable amount of time then there's no need to keep their service.
Read The Full Thread: International Problems
• Tried to make calls to Finland (2 different #'s) and both times, the phones
rang
• Nobody, HUH?
• Not to be light on the subject. Vonage is a VOIP company and not a e-mail ISP type
• What kind of logic is that? Vonage isn't a financial institution either, but somehow
• First the good news, I called to follow up on the problem that we've been having
KBrack posted "Been having the exact same problems with mobile numbers in the Czech Republic." on 03/16/2005 |
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