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Vonage I wrote this letter today to Vonage. It speaks for itself as to how one person's



I wrote this letter today to Vonage. It speaks for itself as to how one person's experience has gone so far....

-
Re: Notice of Cancellation, request for Return Authorization, and request for fair charges for Account # *************

Dear Vonage,

I have been attempting to cancel my service with Vonage. Please accept this letter as further notification of cancellation. My new phone service provider, Time Warner Cable, informed me today that on 4/17/06, they notified you of cancellation. However, today I received my credit card statement and see I continue to be charged for service I do not utilize. I have been charged on 4/28/06 for $30.78 and on 5/27 for $29.67.

I request direction as to how to properly return the router equipment, request that Vonage does not charge me for early termination equipment charges, and credits my account for the last two charges to my credit card.

There is no question Vonage did not deliver a worthy service to me, and that I should not be incurring all of these costs. Here are just some of my experiences with Vonage:

1) We could only get one phone jack to work in my house, and quality was inconsistent and poor at best.
2) My 4 year old laptop was rendered obsolete and consequently I had no reasonable choice but to buy a new one (resultant from DOS prompts - ip release/config, etc.) I was directed to perform these actions by Vonage's tech support, which then prohibited my ability to connect to my office network. I paid 3 different computer tech firms, and none of them could successfully troubleshoot/fix the problem. I also had Vonage tech support trying to assist on the matter. Vonage tech support informed me there were notes on my account regarding this problem.
3) Under Vonage's direction, on my cell phone time, (while trying to get a Vonage dial tone when the number transfer occurred) I was standing in the freezing rain with a screwdriver in the Bell South phone electrical box on the side of my house (part of one day's 3.5 hours of phone calls). I asked the tech support person if I might get electrocuted, and he said "I don't think so, but you might get shocked". As I described to him the myriad of wires, he then informed me his 25 minutes of tech time "was up" and he needed to transfer me. I pleaded with him not to do so, describing my long-term efforts/futility/frustration with Vonage and he HUNG UP on me! Then I took digital pictures of the internal wiring of my phone box, called tech support for the umpteenth time, waited on hold for the usual 30 to 45 minutes, got transferred two more times, got an intelligent sounding person (Mike? from New Jersey), emailed him the pictures, and went through all kinds of troubleshooting with his direction. This effort did not help in any way.
4) For every phone contact attempt, I was constantly transferred, most every phone call, to people that were often extremely difficult, if not impossible to understand (poor English pronunciation)
5) Due to reason #4 above, I then turned to the Vonage web site for help. It does not provide a means (that I can find) by which to attempt to rectify any of my pertinent matters. The emails I sent were never returned, forwarded (to my knowledge) to the proper department/person, or acknowledged.
6) By mistake (I was told), early on, I was emailed that my account had been canceled.
7) My wife and I spent days and weeks, and eventually months trying to get our Vonage service working properly. It was clear Vonage could not provide phone service to more than one phone jack in my house, nor could that line be counted upon to provide clear reception/transmission. I was left with no choice, so I have since switched service successfully, but Vonage continues to charge my credit card. I hope I will not need to dispute charges, or take further action to bring any reasonable resolution to this matter.
8) Total estimated time and expense damage are in the thousands of $'s.
9) When I signed up with my new phone service provider, Time Warner Cable (digital), they instructed me that I need not contact Vonage; that they would do so. Due to my poor experience with Vonage customer service, I was relieved to hear that, perhaps naively so. They were incorrect, and although they notified Vonage on 4/17/06, I just received my credit card statement and Vonage continues to charge me monthly.

I respectfully ask that I can return your equipment, have you credit my credit card for the last two charges, and to not incur any more charges. I know there is a 30 day free trial, but I worked diligently with Vonage for far longer than that, and I should not be held to that timeline.

I can be reached on my cell phone at ********** (EST).

Respectfully,

Matthew Thompson



Read The Full Thread:

Are you overall happy with vonage/?/


I have the choice of going with either Charter or Vonage. Both will cost the same,
I've been with Vonage for about a year now. I'm happy. The good: - Unlimited
Been with Vonage since July '05 and have put some heavy "mileage" on it. I agree
Matthew, Bummer for you. I've had Vonage since Sept. '04, on all phone
Thanks for the reply Craig. I agree, Vonage is not for everybody. I know it has
Not to thread crap, but an ipconfig /release and ipconfig /renew will not permanently
I think part of the problem in a lot of cases is unreasonable expectations. If a
What is the "but"? I have been messing with computers and various forms of
Amen!

magic848 posted "I wrote this letter today to Vonage. It speaks for itself as to how one person's" on 06/21/2006

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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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