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Vonage I'm a new to Vonage person, so don't know if this is typical. I'd appreciate others



I'm a new to Vonage person, so don't know if this is typical. I'd appreciate others comments...

I placed my order for the number transfer and equipment online and the number transfer (away from $65 a month MCI) actually happened in a week. No problems so far.

It took 10 days to get to the point where my order placed online for the Voip adapter still being in "Pending Shipping" status before I lost patience and called customer service to find out why it was taking so long.

(To be honest, I know better - the same box was on sale in Wal-Mart and I should have just got it from there, but you know, you want to 'support' your provider and buy direct and all that..... I know better now!)

The person we first spoke to was unable to understand any more than the kind of English spoken by a 3 year old. I've never had problems with call centers being outside of an English speaking country before, so this was a surprise to me! In the end I gave up and just said "yes, ok" to the rep and hung up.

The second call to customer service was to someone who was able to understand my questions and after about a 10 minute wait while he checked the account and such, he agreed to 'expedite' the shipping.

Sure enough three days latter the box from Vonage arrived.

:)

It took me about 30 minutes to work out why it wouldn't work "out of the box" and getting onto the web interface of the box, changing the IP address, gateway details and so on was not that hard, once I worked out what was needed.

Cut the story down to size, if I had not already got 10 years of setting up routers and servers and such, I'd have been utterly lost. All because if you have anything remotely non-standard as a broadband connection (I have a fixed IP address and had to program that info into the box - stuff like the gateway address and netmask) you are outside the quick start process and into the kind of area that makes regular people with no previous experience quickly give up!

If I had to call Vonage and log onto the box and change settings and if I didn't know what the heck I was doing... Man... I'd be back with MCI by now!!!!!

All that said, we have had three calls from family and friends this morning (its Saturday here) and I've made a call to Europe (from the USA) and not had any problems with the calls.

I guess I'd have to give the experience so far a "qualified Ok"....



Read The Full Thread:

Vonage set up experience...


Search for customer service on the forum and you will find a lot of bad opinions.
Thanks fore the reply. You are right about customer service - and to be fair,
Not bashing you in any way, but lets be fair and say that most other "retail" networking
You are absolutely correct. I'm trying to use Vonage in a "non-typical" sort of
Yep . . . I know what you mean. I run 2 servers from home, including a web server and
Entirely unrelated to this, but I had to explain to someone what DHCP is this morning,

bjrichus posted "I'm a new to Vonage person, so don't know if this is typical. I'd appreciate others" on 09/22/2007

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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.

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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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