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Vonage I have two Vonage accounts, both have been working great! Each is using their own



I have two Vonage accounts, both have been working great! Each is using their own Motorola V1005 adapter, one used at home (on the annual plan) and the other for travel (on the 500 minute plan).

I am no longer using the second one for travel, so I called customer service to ask about having the second number transferred to the other telephone port on my Vonage adapter (I cannot use two adapters at the same time with my LAN configuration and wiring).

This was supposed to be no problem, but here is my history:

Fri 11/02 10:52am (8 minutes) called Account Management, spoke to Ria... call was cut off.

Fri 11/02 11:01am (20 minutes) called back, spoke to Mary. Got two months free, changed the account to a "hold" status ($4.00/month, no outgoing minutes, unlimited incomming minutes) and was told that someone would call me back within 30 minutes to confirm the number transfer to my primary Vonage adapter.

Fri 11/02 5:15pm (12 minutes) Got no call-back so called again, spoke to Ann. She confirmed that the order was placed and again told that someone would call me back within 30 minutes to switch the number.

Sat 11/03 3:44pm (6 minutes) Called again but spoke to Kay. Was told that this change actually takes two days and that someone would call me back to confirm the change within the next two days.

Mon 11/05 8:03am (55 minutes) No call, so I called again and spoke to Orville in Account Management who confirmed that the order was placed and assigned me a case number. I asked to speak to a supervisor/manager and was tranferred to Paul who told me that the request to engineering would take another 24 to 48 hours.

Wed 11/07 11:30am (23 minutes) Still no call-back, so called again. Was transferred to Christopher in Account Management and told that the merge order had been placed and would take an additional 3 to 5 days. Asked for a supervisor and was switched to Elton who said that they would try to merge the accounts within a week.

Fri 11/16 12:06pm (6 minutes) Didn't get the name of who I talked with, but was told to call back to account management (I guess they couldn't trasfer the call).

Fri 11/16 12:12pm (26 minutes) This time I talked to Riks (?) who said that she would "escalate" this issue, assigned me a new case number, but still said that it would take another 24 to 48 hours.

Now I am of the opinion that all this isn't worth it and I might as well cancel this second account. After all, having the second line really isn't necessary or that big of a deal for me. I doubt that anything will happen within the [additional] 24 to 48 hours, so guess I will call on Monday and cancel that second number. (Sure hope they don't mess up my main [home] number.)

Sign me,

Frustrated



Read The Full Thread:

No help from customer service/account management


If you check the FAQ at Vonage.com it states that currently you cannot merge the
From his problem description, I think he wants the 2nd number transferred to port
I think my answer was not clear enough. I get that he simply wants 2 different numbers
Not quite,... at least I couldn't find the FAQ that you refer to. However, I did
What do you mean not quite? That is it EXACTLY . You have 2 lines, 2 adapters and 2
Maybe we should ask more pointed questions to the original poster. Which of the
He spelled it out clearly already And then: He has 2 lines, 2
If you ever directly supported end users, you'd know that people use terms very
Yes... I have 2 lines, 2 numbers, 2 accounts, on 2 adapters (in case that wasn't

xnewuser posted "I have two Vonage accounts, both have been working great! Each is using their own" on 11/17/2007

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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.

** Certain call types excluded.

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