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Vonage Following is an email I just sent to the Customer Service team at Vonage. The recent

Following is an email I just sent to the Customer Service team at Vonage. The recent outage was the catalyst that motivated me to put my thoughts in writing.


I have a few of suggestions and a couple of complaints for the Vonage management team.

Just to set the context, I am a customer who has recently disconnected from the Telcos hopefully forever for wireline phone service. About three years ago I migrated my company off of legacy TDM for inter-site calls (POPs to Call Centers and Call Center to Call Center transfers). When I left the organization in August of this year I was doing a run rate of 50M Voip call per month between the US, UK and the Philippines so I’m a believer. I also don’t have very fond memories of being shafted by the carriers that have a monopolistic mentality. That being said…

I am somewhat disappointed about an outage that I experienced yesterday but even more disappointed about the communication or lack thereof. Perhaps I’m just not looking at the right area on

As far as I can tell, you are not updating you Service Announcement area on the Dashboard with messages pertaining to the recent outages. You could even do a broadcast v-mail so once your subscribers had service again they would have an explanation.

I was down yesterday but only for about an hour. I have seen postings on forums that indicate much longer outages around the same time frame and even into today. I don't know if you are having problems with equipment failure, upgrade woes or something else.

Yesterday I couldn't login at all during the outage. Today the site is extremely slow (there are postings about this as well).

That is enough said for now but I’d really like to know what happened and what steps are being taken to avoid a similar outage in the future. Do you anticipate having a service that is ‘five 9s’ reliable (99.999%)?


I think you ought to be able to have a Distribution List (DL) for your customers to accommodate those with multiple e-mail accounts. That way, for example, when the LNP process was about to take place all parties impacted at a residence would have the same timely notice.

Similarly, it would have been helpful to have an optional e-mail address(es) for that occasion so that I could have entered the address for an SMS (Text Msg) for my mobile for instant notification. Just provide check boxes associated with an address list under my profile that I could easily manage. Everyone would have a DL. Some would only have one address but some might have three or four.

I think it would be a good idea to send a reminder about activating the 911 Dialing. You could include an ‘unsubscribe’ option for notifications for those who prefer not to receive them. I believe the service would be considered very valuable to most subs. Again, I think this could be configurable through the web interface (with defaults of course) for those who want an e-mail, v-mail, both or neither. Why not? It is just a step beyond what you already provide and I believe this focus on communication and customer service would further differentiate Vonage from the competitors.

I really appreciate the Activity page. Two small additions would give me everything I need. It would be nice to have running subtotals for Incoming and Outgoing calls and then a grand total. Granted, this is less relevant for the unlimited calling plans but it is easy to do I find it helpful in tracking the total time used even if only for curiosity sake (it would save me the time dumping the data into Excel). Also, I’d like to see a current phone call posted as soon as it is initiated. I’m not necessarily looking for realtime updates through the duration. Just the Date, Start Time, From and To numbers. Perhaps your CDR data is only posted once the call has been terminated.

Finally, I’ll end with one more complaint. The LNP process took nearly two months. I understand that this process is outsourced (it was explained to me nearly a dozen times… or nearly every time I called for an update). At this point I’m writing to re-emphasize communication and customer service. A simple e-mail sent weekly to give me the assurance that ‘I’m a valued customer and the matter has been escalated to the highest possible level’ would have somewhat placated a disappointed customer when struggling with failed expectations… oh… and it would have saved you a few phone calls to the support team not to mention the consequential benefit of other customers getting through a little more quickly.



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Suggestions and complaints for the Vonage Management Team

Well if that was even considered to be handed to a Management Team in the first place....
View Call">To address one of your concerns, I suggest you check out the "Billing->View Call
:( It is unfortunate that Vonage is a new company and has very little experience
I've had Vonage service for 1 yr and a half. yes they are not top notch with customer
Gosh... I hoped they could a least handle two at a time :lol:
I recently joined Vonage. I was ver excited to join since it would mean lowering
I am loathing signing up with this group! I have an issue with my "adapter" and the
Two points: (1) You get the $100 back when you return the defective adapter. They
Kenn10 wrote I have Qwest in Seattle Washington and LNP took LESS than 20 Business

Anything posted "Following is an email I just sent to the Customer Service team at Vonage. The recent" on 12/01/2004

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