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Vonage Man, it's been a long week. It's only Monday. I've been with Vonage for a year



Man, it's been a long week. It's only Monday.

I've been with Vonage for a year or so now, and up until last week I've been very happy with their service. The price is great, the quality is pretty good (as good as I can expect on residential DSL lines, at least) and I've had no troubles.

Last month I moved my business out of my house into a separate building, and I wanted a new fax number to go along with the expansion. I've tried faxing over my Vonage lines in the new place and it works fine, no issues there despite the warnings I've heard from several places - upgrading to business-class DSL makes a huge difference. I went out to eBay to pick up a used Vonage router for my new fax line.

Now you would think that Vonage would be happy about that - a good customer who's always paid his bills on time adding another line. I'm always happy to see customers come back to me for new services. They've made it pretty difficult, however.

The first router I bought came from a very nice lady in New Jersey. She had recently upgraded to a wireless Vonage router and was selling the old one. I called Vonage to activate this new router on my account, they told me it was an "invalid MAC address." After a bit of dickering with the CS agent I finally figured out the problem, it was still associated with the previous owner's account. While I was slightly annoyed at this, he told me that if she would simply call in and let them know that she was not using the router any longer they would be happy to transfer it over to my account. No big deal. I called her, she called them, they told her it was no possible. That makes absolutely no sense to me, but she was very apologetic and offered to refund my money, no need to return the device. What the heck, no big deal.

Back to eBay. This time I bought one described as "new in box." I called Vonage and got the same story - this router was NOT new (though it was in a box), but if the previous owner (whose account was cancelled and had a zero balance) would call in they would be happy to release it to me.

I contacted the eBay seller and told him the situation. It turns out that he is an eBay drop site, not the original owner. He put "new in box" in the auction because the person who brought it in told him it was new, and to the naked eye it looked new. I have no problem with that. He called the owners and asked them to call Vonage. He also said he would refund my money if this situation did not work out. Very nice gentleman.

So I got the email from the seller that the owners had called and it should be good to go. Vonage CS had promised that I would receive an email by the end of the week about it. The end of the week came, no email. I called in again. After an hour of being passed around to different people with increasingly heavy accents I finally got someone who told me the deivce was clear and it would be transferred to my account, which would take "24-48 hours." This really seems rediculous - 24 hours to update the database is absurd. Regardless, this was a step in the right direction. I was promised an email with the process was complete.

As of this morning, I had not received that email. 72 hours had passed since that phone call. I called Vonage again.

Now at this point I've spent probably 2.5 hours on the phone with Vonage. That's 2.5 hours that I'm not programming so I'm not getting paid. I could have easily purchased a new device from Vonage with the money I would have made, but by now I'm annoyed at the hoops I have to jump through and I'm in a "stick it to the man" mood. Strangely enough I'm "sticking it to the man" by signing up to pay more money to him...but I'm not going to try to wrap my head around that.

I spent another hour+ on the phone with Vonage this morning. By the time I was talking to my 3rd CS rep I was HIGHLY annoyed. I asked for a supervisor, and after holding a good 20 minutes was connected with someone who spoke English (glory be!) and seemed to be fairly intelligent. She again gave me the 24-48 hours line, but this time I have a ticket number at least.

So the moral of the story is...unless you're in for a fight just buy a new box. The $20 you'll save will be eclipsed by the amount of time you spent on the phone trying to translate the CS people. The other moral is to ask for a supervisor right away - you might get someone who speaks your language.



Read The Full Thread:

Invalid MAC address


Believe it or not, you'll get the same song and dance if you are the owner of mutiple
There seems to be a fundamental issue with MAC addresses and Vonage. Even brand
So here's the update. This morning marks 48 hours since my last post, and I
Currently going through similiar, unnecessary nonsense. Router/adapter went
I did not hear back from Vonage today at all. Today was nuts in the shop and I had no
Vonage will check the MAC address to see if it has ever been registered on another
haha - a day or so. It SHOULD take them about 5 minutes or so to key this into the

BlueNoteWeb posted "Man, it's been a long week. It's only Monday. I've been with Vonage for a year" on 04/03/2006

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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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