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Vonage Tonight I tried to change a Simul-Ring number for one of my numbers, and for some
Tonight I tried to change a Simul-Ring number for one of my numbers, and for some reason the number was not updating on the line itself. The web interface indicated that the new number was saved, I waited about 30 minutes to be sure, and it still wasn't ringing the correct number.
After waiting on hold for 30 minutes I was told by customer support that since yesterday the web interface will not let customers change any settings.
Excellent example of Vonage customer support, make customers wait 30 minutes on hold instead of just posting a note in the web interface that there is currently an issue. How about this crazy idea for their voice system when you call the support number "Thank you for calling Vonange, we currently are experiencing system issues with the web interface, we hope to have the issues corrected shortly and will update this message with any progress"?
Customer support said they had no details of what caused the issue and have no time frame for the solution.
- When I asked if they would be crediting customer accounts that are trying to make changes I was told to call back once the system is up again and talk to billing about how long the service had been down.
- When I asked how would I know when the service is back up again he said to call back customer support, wait on hold again, and ask.
- When I asked how long I should be waiting before I call back and check again, I was told to call back around midnight. Somehow even though I was told they have no information on what caused the issue or when it shall be resolved customer support finds it reasonable to have customers waste more time calling back on the off chance that maybe after the next 30 minute wait things will be fixed.
I have been a Vonage customer for over 5 years and the support continues to slide downhill.
Read The Full Thread: Canada Wide Web Interface Failure/Customer Support Failure
• I agree with you that it would be simple to put a recording when you cal in for tech
• As I mentioned in another thread, they *did* put a notice on the dashboard once
• Must be back up and running, calls are now going through without going directly
bfuller posted "Tonight I tried to change a Simul-Ring number for one of my numbers, and for some" on 12/15/2007 |
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