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Haniltery Posted:
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Vonage Long time lurker, first time poster here. I have been a vonage customer for about



Long time lurker, first time poster here. I have been a Vonage customer for about 2 months now, and I am really not happy with it, the customer support most of all.

I have an issue that after installing the linksys wireless router and that I got from them, I would be online for about 5 minutes and get kicked off, then get back on within a minute. I tested everything, from the modem to my old router setup and everything works fine, untill I use the router I got from them. Being a computer technician, and dealing with networking all the time, I checked all the posible things it could be, from the setting in the router to the firmware and whatnot. I have concluded that it was the device that was causing the issue.

On friday I tehn spend 2 hours with support, tier 2, them asking me all these questions, that I have told them the answer to as soon as I got on the phone with them. I finally got them to send me a new device, seeing as this one is most likely defective.

Saturday morning, I have no dial tone. The internet works just no phone. Call Vonage again, a bit more then agrivated at this point. After another hour with tier 2 support we found the issue. Turns out the "system" made a mistake and took my MAC address off the account, replacing it with the one coming to my house. Well hello there, I dont have the device yet, what am I supposed to do now. Ok, get the phone part working by late Saturday.

Sunday was all ok, actually even the internet seemed to be a bit better.

Today, Monday, looking at my bill ing statement I see this.
Mar 24, 2006 Invoice $109.94
Mar 24, 2006 Payment. Thank you ($109.94)
Mar 24, 2006 Credit Statement ($99.99)
Mar 24, 2006 Credit Statement ($10.00)
Balance ($109.99)

WTF, is what I am saying to myself. First off I was never told that there will be any charge to my card, I have noticed they have a nice habit of charging to the card on file without my concent or knowledge. So, I call them up again. "Sir you have a credit of $109.99 on your account" Yes I can see that! Now they have credited my account and will take the monthly payments off of that instead of charging my card. So I am guesing my card will now have a bill of 109.99 on it. Why could they have not charged anything? Why wasn't I told about this process, as I have now been explained that this is how it works by a customer support?

Overall my experience has been crap so far. I just wanted to rant a bit here, and to let anyone know that if you plan on switching to Vonage, you could be subjected to this.

Thank.

Poma



Read The Full Thread:

Customer for 2 months and really not happy!


" Now they have credited my account and will take the monthly payments off of that

Poma posted "Long time lurker, first time poster here. I have been a vonage customer for about" on 03/27/2006

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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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