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Vonage I was a relatively happy Vonage user for a few days over 3 months. I told everyone



I was a relatively happy Vonage user for a few days over 3 months. I told everyone I knew that Vonage was the best of breed and that anyone would be crazy to keep paying the exorbitant rates that the telephone company charges. I contracted a second line connected to the same PAP2 and a virtual number in Mexico City. In other words, I was a satisfied customer.

Last night, I lost dial tone on my two phone lines and the adventure begins. Using a cellphone, I called Vonage "customer care" and after waiting a good bit a spoke to technical support. We went the whole route, unplugging the ATA, router, and cable modem. Resetting each and everyone of them several times. Resetting the ATA back to factory defaults using **** and the code etc. nothing. The support rep said that he gave up and I would have to return the PAP2 to the retailer (Staples) or to Linksys and when I got a new one I should call Vonage back and ask for a MAC swap.

The next day, I checked with Staples and they would only accept returns on items purchased within 30 days. I would have to return the PAP2 to Linksys. That needless to say would take a minimum of 6 working days.

Next call to Vonage asking them if there was an alternative to not having phone service for more than a week. I was put through even more plugging and unplugging, setting and resetting and 120 minutes later (on my cell phone) it was determined that yes, the problem is my PAP2 (duh!!) and that they would ship out a new Linksys RT31P2 at no cost to me. They would also credit me one months usage of my primary line (not both). I also reminded him that I had yet to receive my rebate from Staples but did receive an email saying that I wasn't eligible to receive my $65.00 rebate he also promised to get that resolved. Thinking everything was well, I hung up.

Just got an email from Vonage confirming my "purchase" of a Linksys RT31P2 and a charge against my credit card of $156.78. My statement of account did show however a credit of $19.99 for "customer satisfaction". By the way, still no rebate.

The net results: I paid approx. $86 for the PAP2 at Staples in the beginning of April with the understanding that I would receive a $65.00 rebate. I'm on my 2nd day with no phone service. I've probably used up all my minutes on my cell phone and only received $19.99 for "customer satisfaction" and now I've been charged for $156.78 for a new router.

Upon calling back Vonage, the person that I spoke to was not available and according to the support person on line, there was no supervisor available either.

Now what?

I don't expect anyone here to help me but thanks for letting me get this off my chest. Needless to say, I'm no longer a satisfied customer and will not be recommending Vonage or any other Voip provider. They tend to be good only in fair weather. When things get tough, they get going.

The next



Read The Full Thread:

Don''t replace your phone - Vonage not ready for Primetime


Thats funny, you just described yourself.
dcongrav: I think I understand the issues in your post, and I don't think I
Thank you for a very well thought out reply. Perhaps what annoys me most is
No, I was thinking that since Vonage was willing to give you a service credit that
Thanks again Stephen. Your comments are welcome and the idea of "lending" the
They said they'd ship you the adaptor at no cost to you, yet they charged you $150+..
Thanks for the moral support djino. I wish that I got some kind of support from
Dear lord. I definently know what I'd do, if I were you, but I'm not sure if I could
Thanks djino. Because I absolutely must have a virtual number in Mexico City,

dcongrav posted "I was a relatively happy Vonage user for a few days over 3 months. I told everyone" on 07/11/2005

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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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