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Vonage This is not ranting or raving, it is a ligitimate complaint that I hope Vonage will



This is not ranting or raving, it is a ligitimate complaint that I hope Vonage will take seriously.

I am a technologist and I love supporting new ideas like Voip, but once it becomes commercialized and I start paying for a service that competes on a national level, I expect the service to be competitive, and customer friendly.  It would seem like Vonage is growing out of it's shoes and it cannot keep up with the demand.
 
Here are some reasons why I will cancel my Vonage service in a few weeks when I move to my new house:

1.  Customer Service is at it's worst. My phone service is down today.  But that in itself does not warrant a complaint like this.  The problem gets elevated when I cannot reach Customer Service to look at what's going on.  Last week I spent 90 minutes waiting for Customer Service before my call was answered.  This morning I had to phone Customer Service from my cell phone and hung up after first going into an infinite loop on the toll free number and then after almost 20 minutes to the 732 number.
 
2.  I use the Vonage line as my primary home number and also to make international calls to South Africa.  That is where my biggest problem lies, but also the number 1 reason why I initally switched to Vonage.  When making an international call to SA, you normally only get through on the third attempt.  The first two attempts would either never ring, or end up giving you a busy tone.  When I finally get connected, I have to hear that all the previous calls actually made it through and that the international party could hear me, while I would hear either a busy tone or silence.  This has been the case over and over during the last three months.   I always keep a Talk011.com calling card handy, and I normally end up using this after a few tries with Vonage.  This is not a problem with the "other side".  This is a problem with the service provider that Vonage is making use of.  This is in your control Vonage, you can fix this.
 
3.  Sometimes I would get a message that "All International Circuits are Busy", or something to that effect.  This would last for hours, especially over weekends.  In times like this I still manage to get through with my calling card.  Keep in mind that Vonage is only 1c cheaper than my calling card.  All I get with Vonage, is the ease of not having to enter the calling card numbers.  But with that comes a lot of frustration.
 
4.  Local and international calls would sometimes drop one side of the conversation.  That was fixed by bringing the bandwidth down to 30KB but at the expense of voice quality. 
 
5.  Other times, when dialing from the Vonage phone, you will get a dial tone, and the dialed number would ring, but not actually ring on the other side.  We found it strange that in one day, no-one we dialed was home and all their answering machines were down.  Then I dialed my cell phone, sure, I heard a ring tone on my Vonage phone, but it never rang on my cell and never went to my voice mail service either.
 
6. Back to todays problem. It may be the router that is at fault. First I have no dial tone. Internet works fine but I keep loosing my VPN connection. Switched everything off and back on again (3 times). Same thing. Btw, my cable gives me 256K upload and 3Mb download. Finally unplugged the RT31P2 router and connected my old Linksys router to the cable modem. Everything is back up again and the VPN connection now works fine. Again, things that can be fixed or replaced, but with “no access" to customer service, it's a dead end for me.

Some people may be using Vonage and never run into issues, others are less fortunate and run into issues like me.  I can deal with some of these issues if I know they are temporary and that someone will look into it and attempt to fix it.  But if I have to spend hours of my time on hold to Customer Service, then the 20 bucks or so I save every month with Vonage does not add up.  The cost of over 2 hours of on-hold time and the frustrations during the last few months already covered the bill.  So Vonage, stop advertising and fix your internal processes first so you can handle the volume and become competitive. I'd like to keep supporting you, but please give me reason.
 
P.S.  Don't try to call, the phone is dead.



Read The Full Thread:

Why I will cancel my Vonage service


ok, you have ranted and got it off your chest. If you would like to repost and

BuckoRogers posted "This is not ranting or raving, it is a ligitimate complaint that I hope Vonage will" on 03/09/2005

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