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Vonage I wanted to approach this post more from a marketing and customer service perspective.



I wanted to approach this post more from a marketing and customer service perspective. I have had some great tech help from this site in the past. Still, I needed to put this trend I'm seeing in focus from the customer's, not technician's, eyes.

Quick background ... I have been a Vonage customer since October 22, 2005. My Comcast modem is connected to a Belkin wireless router and that's connected to my Vonage device. In the past year, I have replaced my cordless phones, wireless router and Comcast cable modem because of normal wear and tear issues (all were 2-3 years old). For awhile after that, life in phone-land was good.

I have had a strong hunch over the past couple of months that something was wrong with my service and Comcast might be to blame. After checking this forum, now I know why my Vonage service has been terrible (i.e., Comcast limiting Vonage's participation on their bandwidth). Comcast, of course, never admitted this to me. I had to do my homework on here and the Internet.

The long and short is that I have reached the end of my road with Vonage. I have had 3.5 years of up and down service, not all of which was Vonage's fault. I love the concept, but it's simply too reliant on another company's service to serve me well.

As a small business owner, I need a RELIABLE AND CONSISTENT phone service with unlimited long distance calling to conduct BUSINESS. It's not in my best company or client's best interest to call Comcast, Belkin and Vonage throughout my workday to trouble shoot what should be a working service.

Again, we know that all of this is not Vonage's fault. But, when I have choppy outgoing calls the person on the other end isn't thinking ... "There is packet loss on his Comcast network.." or "His upload speed is really slow today.." They are telling me, "Sir, I can't hear you .. you're breaking up." Or, they just hang up on me in the middle of a conversation. I don't conduct business like that. It makes me and my business look unprofessional, which is quite the opposite.

I have been Vonage's cheerleader, supporter and critic over the past 3.5 years! I stuck by Vonage as others left. The one Refer-A-Friend I had left two months ago in anger (another Comcast/Vonage victim). She now has no problems with her Comcast Digital Voice service. We know why, though..

I would encourage the powers that be at Vonage to step up to the plate for their CUSTOMERS. I know they have 2.5 million of them and growing. But, I'm a faithful ONE that they're losing. 41 months of consistent revenue on two lines (phone and fax) will now cease, and this affects their ARPU (average revenue per user) numbers they track. And it's really NOT Vonage's fault, but unfortunately they have to pay the price.

At the end of the day, I just want to talk on the phone. For 41 months, I've often wondered, "Is that too much to ask??" Thankfully, I can keep my same number with the new service. Maybe one day I'll come back to Vonage and the kinks (i.e., ISP dependency issues) will be resolved in support of the CUSTOMER. :?



Read The Full Thread:

Reaching the end of the road with my service...


I'm glad you got a deal and are happy. In the end that is all that matters! :)

One other thing to consider here is all tax, fees, ect we pay on the Vonage service
Good point, but I use my internet a heck of a lot more than my telephone and rely on
I just dropped Comcrap (after 20+ years) and switched to Fios internet and my Vonage
/me drools. We're wishing for FiOS around here.
AYE!
Just an update everyone ... I bid farewell to Vonage on April 29, 2009. I now
For now . . .

SoulFan posted "I wanted to approach this post more from a marketing and customer service perspective." on 03/10/2009

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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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