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Vonage Ok, let me preface this post with the following information. First, I have the
Ok, let me preface this post with the following information. First, I have the standard linsys 2 line wired router that comes with the online activation of my Vonage account. I've had Vonage now for several months and have been very happy overall.
Long story short my router mysteriously stopped giving dial tone on line 1 and no incoming calls came in. Being the technical guy I am i pulled its plug and power cycled it multiple times. I also used the reset button to try and get the darn phone port working. After an hour or two of trying to get the darn thing to just plain work, I gave up. My wife is pregnant and not having a phone is a bad idea. So, I go to bestbuy and pick up a nifty wireless version, WRTP54G, and give it a go. After bringing it home I got adventerous and went to the www.vonage.com/activation link, that isn't all that well documented. At this site I had two options, add a line or activate a new account. I wasn't dissuaded by my lack of choices so I chose the "add a line" option. Next screen was a login, then after the login it was smart enough to realize that I may just want to "transfer' my settings to this new router. To my amazement that went without a hitch. While all this was happening I realized that it allowed you to select which port you would like to activate service on. I got to thinking, why can't I use this area of their website to activate the usable Port 2 on my old router that seemingly has no issues? Well, I went to enter the MAC address and WAM - "Not a valid mac" those crafty devils keep record of which MAC addresses are already in their systems, so I decided to call their support line....
It started off simple enough, some phone options. But as I got further and further into the menus it seemed like i wasnt going to get to a person, especially when I had to listen to a recording about how I should be rebooting the unit step by step. Well, I'm not average joe user so I started pressing '0'. The first time i pressed it, it just started playing the previous menu over, the second time it took me to a woman in calcutta. It may not of been calcutta, but she was foreign for sure. Long story short, she couldnt hear me so she hung up. Ok, so i went for attempt number 2. This time i got an english speaking person after feverishly pressing '0'! Unfortunetly this guy did not have the ability to make account changes so he transfered me back to calcutta, to the very same lady, and she let me give her the entire spiel before she informed me that her supervisor has to ok this change. After a few moments she said her supervisor says its ok, but she has to transfer me to someone who can make the change. What the heck??? how many levels of bullcrap do you have to go through to get the person who can make a simple account change?!? So then starts the extended wait, and to their credit it was about 10 minutes. The sad thing i noticed is that every time they transfered me the line got quieter to a point where i was SHOUTING at the final guy because i could barely hear him and he could barely hear me. The last guy did make the changes and I'm now about to test thing. Here is the moral of this story:
DO NOT GIVE UP on their phone system, although its severly flawed.
Vonage: Do not pull a dell and require that someone be transfered 5 times to get a simple change made. Give everyone of your operators a procedures/esculations chart that shows where a call should be directed. I give your phone support a D-, it would be an F but the issues was seemingly resolved after 2 phone calls.
Read The Full Thread: Phone 1 dies, my venture into their phone support
• I called in last week and got through in about 5mins, got soemone who learned English
• I'm a two-week user, and have had occasion to call support 3 times (one of my two
• Ok, so I vented more then infromed in my post. I'm sure during week days, and non
• I also think it would be much more helpful if Vonage allowed customers to log their
• jasonbuck,
I can understand your frustrations at this time. However, your
kmt posted "Ok, let me preface this post with the following information. First, I have the" on 07/17/2005 |
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