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Vonage This is not a rant, this actually happened and we are paying for it (figuatively)
This is not a rant, this actually happened and we are paying for it (figuatively) every day that it is not fixed.
My Company changed over to Vonage on my recommendation. I personally a Vonage customer. i have not had a problem at home since i leanred that Vonage is unable to transfer #'s from Timewarner. everyone else can, just not Vonage.
my company changed to Vonage because of my success as well as my boss. he had me install it at his house to. i even wired it into the home wireing.
for my company, we transfered our 3 main number, and created several additional lines for a total of 12 business lines.
the initial number transfer took well over 30 days to complete. every time there was a delay, they blamed Mpower Communications (now Telepacific). everytime i called telepacific, i was informed that they never recieved the request. translation: Vonage screwed up. i gave them exact information on the LOA, but the LOA form dosnt accept enough information for business customer. after calling into the number transfer group countless time and haveing the information fixed, we finally go the numbers transfered in. we asked for a credit for the inconvience, they gave be part of 1 month and only on the lines of service that were transfered even though we could not use ANY OF IT during the transfer time. Strike 1
in addition, when the adidtional lines were created, we asked for the 1500 min plan and got the unlimited. we were then charged for changing the plan to the one we asked for. we asked for a credit for that and it was denied... strick 2 for CS.
and the proverbial straw that broke the camel's back?
fax service.
we had one actual fax line... and 2 voice lines that we used for faxing. it was the only way we were allowed to keep out fax numbers.
even after calling customer support several times and them making changes to the Vonage boxes directly, 75-80% of faxes sent to us were not going through at all. the error was always poor line condition. this is when there were no other calls in prograss at all. there was virtually no activity on our internet connection.
here is the best part. after only a few months, we just got fed up. we contacted Verizon, setup service and transfered as many number back as we could. we were able to recover our 3 main numbers that we transfered to Vonage in the first place and about 2-3 others. Vonage would not release any othe rlines that we activated so we had to pay activation charges on the new service. the 3 main numbers, the charge was waved.
after i was notified that the transfer was completed, everything worked... except for one thing. NO Vonage CUSTOMERS ARE ABLE TO CALL OUR COMAPNY!!!!
oh, we can get faxes from Vonage customers, but any Vonage customer, myself and my boss included, get told by the Vonage system that our number is no longer in service.
i have called the acct management team 5 times. most of the time they say its because the phone number is still in the database. the first time i called they said it was resolved in 24 hours. still having trouble... called again and they issued another trouble ticket... still not resolved 1 week later. now they are blaming verizon. i just got off the phone with Verizon and they confirmed that if everyone outside of Vonage is able to call us (and they are) then this is a Vonage problem
when we left Vonage we were charged well over $300 for early terminiation. if we had a contract i would understand that. there was no contract. Vonage even says it is a month to month service. by rights, after all of the problems, that should have been waived. we were told that the only way to get it waived was to start some sort of repair order or something of that nature... yeah, did that, check the records.
as of this date, i am still not able to call my office, neither is my boss or anyone else on the Vonage system. Vonage is not lifting a finger as far as i can tell to get this resolved. we are a company... not a comsumer... phone calls = money. no calls = no business.
i would never treat my customer like this. i would do everything i could to resolve the issue immediatly. so would verizon and Mpower/telepacific.
so any business techs that came here first before changing your company over... ITS NOT WORTH THE SAVINGS!!!!
if you insist on going this rout, do not disconnect your old service for at least a month. trust me, you will return to your old provider before you know you left.
Read The Full Thread: Business Customers Beware- slow/faulty # Transfers
• Appf,
We have been looking at signing up and moving over to voip. But, your
• after 2-3 weeks or more of Vonage Customers not being able to call us, (keep in mind
• Appf,
I am glad to hear you got the level of service you finally needed to get
• When you sign up for service, there is a "terms of service" box that you have to check
• i have been tring to have vonage transfer my current phone number over for about
• In any other country Vonage would have been prosecuted for false advertising.
• I believe that the early termination fee is not associated with a contract, but
• Actually no, there is an additional, different change for cases when hardware
• with regard to your number transfer...yes it is you company's fault, you know
appf posted "This is not a rant, this actually happened and we are paying for it (figuatively)" on 11/01/2006 |
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