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Vonage I have had Vonage for about 2 months and have not had a minute of trouble with my service.



I have had Vonage for about 2 months and have not had a minute of trouble with my service. However, my Mom decided to join and has had nothing by problems. She received her equipment on April 11 and we could not get a dial tone. We contacted customer service and was told that there was an update going on with her router and that it would take 24-48 hours for it to go through. That wouldn't work, as she has a tax business and couldn't be without a phone for that long so close to the tax deadline. So we held off setting it up and also waited an additional week because my Mom went on a cruise after tax season.

Anyway, I finally went last week to hook her back up and again, no dial tone. She called tech support no less than 10 times and each time, someone changes some settings, she has to unplug etc and then they assure her that it will now work. Well, it does work - for about 9 minutes. I'm not exagerating. She would call me when it was up and would would die during the conversation. After 2 days of this, she contacted Vonage and was told that a supervisor would call her back in 30 minutes. That was on Saturday. On WEDNESDAY, no one had yet called back. So I called for her and spoke with a supervisor. She said that they could send out a new router, but the soonest would be 2 day shipping and I told her that wouldn't do because my Mom's business line that she has been using since her Vonage won't work is seasonal and would be disconnected on the next day. If a supervisor had called on Saturday when they said they would, 2 day shipping would have been fine. She said she would try to get it overnighted and would let me know within the hour. EIGHT HOURS LATER, this supervisor called and left me a message (I had since given up waiting for her call and left the house). She stated that they couldn't do it overnight and did she now want me to send 2nd day air. duh... She wasted a whole day getting back to me and now the shipment would be delayed ANOTHER day! I spoke with a supervisor that evening and he got a new router sent to use overnight and we're expecting it today. However, my Mom has had 2nd thoughts about Vonage being that she's had such problems and their customer service is not what is normally considered "customer service". So she decided to cancel w/in her 30 days. Keep in mind that she's only really had service for about 1 HOUR TOTAL BECAUSE SHE NEVER HAS A DIAL TONE. Well, if they cancel her now, she has to pay disconnect fee, she's charged for a router that doesn't work and that originally was FREE because of a rebate, next month's service etc. Total was $180. Plus, if she cancels today (which is w/in the 30 day limit), it will take 15 days for another service to take her numbers, which means that she'll lose her phone number that she's had for (not kidding) 60 years.

At this point, she's going to wait for the new router to come in to see if it works, but she's very leary and I have to say that I don't blame her. I'm hoping that the "powers that be" read this email and respond. I myself have not had problems with my service, but God help me if I do - as I will never get through their phone lines to talk to a person that I can understand and that can help me. I cannot understand why they have people that don't speak English working on their customer service lines. It's bad enough that you don't know what's going on with your equipment, but then can't understand what they tell you to do.

I have seen through helping her with her issue that Vonage's customer service is VERY MUCH BELOW PAR.

Sorry to ramble - had to get this off of my chest!



Read The Full Thread:

Problems with Vonage Customer Service


I joined Vonage a few weeks ago and have had considerable trouble reaching their
http://www.vonage-forum.com/ftopic2626.html http://www.vonage-forum.com/ftopic2715.html http://www
Try calling early in the morning. I called customer service this morning at 6:45
I can guarantee other reps are not looking at these postings. How can I assist? You
Love the idea of having forums for your service. anyways, I have definately had
Feel free to PM and I will try my best to help... I need some account info so I
I've had the same issues with Calling them or E-mailing my issue...no response

My 2 cents worth is why did you not contact your credit card issuer and have them
Not to laughm or make light of your situation, but this has got to be the worst I've

NancyMN posted "I have had Vonage for about 2 months and have not had a minute of trouble with my service." on 05/05/2006

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†AK and HI residents pay $29.95 shipping. ††Limited time offer. Valid for residents of the United States (&DC), 18 years or older, who open new accounts. Offer good while supplies last and only on new account activations. One kit per account/household. Offer cannot be combined with any other discounts, promotions or plans and is not applicable to past purchases. Good while supplies last. Allow up to 2 weeks for shipping. Other restrictions may apply.

1Unlimited calling and other services for all residential plans are based on normal residential, personal, non-commercial use. A combination of factors is used to determine abnormal use, including but not limited to: the number of unique numbers called, calls forwarded, minutes used and other factors. Subject to our Reasonable Use Policy and Terms of Service.

2Shipping and activation fees waived with 1-year agreement. An Early Termination Fee (with periodic pro-rated reductions) applies if service is terminated before the end of the first 12 months. Additional restrictions may apply. See Terms of Service for details.

HIGH SPEED INTERNET REQUIRED. †VALID FOR NEW LINES ONLY. RATES EXCLUDE INTERNET SERVICE, SURCHARGES, FEES AND TAXES. DEVICE MAY BE REFURBISHED. If you subscribe to plans with monthly minutes allotments, all call minutes placed from both from your home and registered ExtensionsTM phones will count toward your monthly minutes allotment. ExtensionsTM calls made from mobiles use airtime and may incur surcharges, depending on your mobile plan. Alarms, TTY and other systems may not be compatible. Vonage 911 service operates differently than traditional 911. See www.vonage.com/911 for details.

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