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mikebrown Posted:
Hello, I think
you should consult
it with the Expert
they can surely
help you
...

In The Forum:
Hard Wiring - Installation
Topic:
Hardwiring in a Rental House
On Jun 24, 2017 at 09:15:34

Haniltery Posted:
For wipe call
history also some
of the offline, in
gengral , it
usually apply to
...

In The Forum:
Vonage
Topic:
How to Delete call history from online account?
On May 09, 2017 at 06:14:26

diana87 Posted:
You have to use
VPN service to
bypass
Geo-restrictions
and get free
access while
...

In The Forum:
Vonage
Topic:
Recent calling problem from Egypt
On May 02, 2017 at 17:28:06

dconnor Posted:
What is the main
number on the
account? And
which one is the
virtual number?
...

In The Forum:
Vonage UK
Topic:
How do you call 999
On Apr 27, 2017 at 18:52:02

Trafford Posted:
Seems like a
simple
question. We
rely exclusively
on a Vonage system
for our
...

In The Forum:
Vonage UK
Topic:
How do you call 999
On Apr 27, 2017 at 10:42:50

diazou Posted:
Hello, It's
compatible with
Android your phone
software
? Thanks!
...

In The Forum:
Vonage
Topic:
IP PBX for small business
On Mar 28, 2017 at 12:42:33

jeddaisg Posted:
Hi all We have
a Vonage VOIP
system for our
office. Lately,
our call quality
...

In The Forum:
Vonage
Topic:
Ethernet Cable; Wiring schematic? 568-B?
On Feb 23, 2017 at 18:33:52

beast321 Posted:
I don't know if
you heard, that
many more
Dreamcast games
are opened up
recently.
...

In The Forum:
Fax - Tivo - Alarms
Topic:
Using phone as a dial up modem for Dreamcast Gaming
On Feb 16, 2017 at 03:16:51

Av8rix Posted:
Sorry to start a
new thread on an
old topic but when
I google “Vonage
MAC address
...

In The Forum:
Vonage
Topic:
New adapter and router -- MAC change
On Jan 11, 2017 at 01:07:21

tplink Posted:
Im trying to add
my HT802 vonage
adapter to my home
network. I
currently have
...

In The Forum:
Hard Wiring - Installation
Topic:
Vonage behind switch
On Dec 05, 2016 at 12:35:11


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Salt Lake City: impressions after several months
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Review: My First Day With Vonage, Excellent!
Review: My First Day With Vonage, Excellent!



Great Price, No Complaints
Great Price, No Complaints



You need some common sense.
You need some common sense.



Vonage Customer Review: One month with Vonage, and...
Vonage Customer Review: One month with Vonage, and...




Vonage Reviews

Vonage Well, I can say that when I had Vonage 2 years ago, and the tech support was in the



Well, I can say that when I had Vonage 2 years ago, and the tech support was in the US. I had a good experience then. I did leave the company because QoS features were lacking; and firmware updates finally broke my service.

I bought the service again last month. My first experience with customer service regarding voice quality went rather well. However, when my service completely broke 2 weeks into the service, customer service suddenly became useless.

I can say that as a network engineer that owns his own computer consulting company, I deal with Indian tech support from a variety of companies on a regular basis. Some companies hire techs that actually sound British. You can really understand them, and sometimes (but extremely rarely) they have some degree of expertise. In my experience with Vonage, this is not the case.

I began with troubleshooting my problem by sending an email to tech support. I received a prompt reply. I tried the solutions, but they didn't fix the issue. The email said to then call tech support. I talked to tech support through 2 tiers of support over 2 hours. The more "advanced" tech said she would put in a ticket and call me back in 24 hours.

After waiting for 3 days I called back. I asked for tier 2 support, but still had to waste 30 minutes with some guy that absolutely could not understand English. It took 6 tries over 10 minutes to explain that:
"I get a dial tone. I dial a number. There is silence for 10 seconds. Then I get a fast busy signal."

You would think that telephone tech support could understand phrases about telephone tech support. I was finally transferred to tier 2 support. Over 1 1/2 hours, this tech had me do the exact same things that the last tier 2 agent did 3 days earlier.

Finally, she insisted that I make changes to my IP address settings on my Vonage adapter & firewall that didn't match my network (or any semblance of networking theory). I kept asking for a network engineer or tier 3 support, because her network addressing settings made no since. She couldn't understand, because she had NO network training. She refused to transfer me & told me that I either needed to remove my firewall, because "It is a firewall", or I needed to upgrade my $700 Sonicwall firewall/router to support Vonage!

I am usually calm with foreign tech support. But after requesting to be transferred over and over I finally hung up. Luckily, I finally remembered something that Vonage's American tech support told me 2 years ago. They actually knew something about firewalls. After 4 hours of heartache on the phone with tech support, and over 1 week without service, I fixed the problem with 2 year old advice: "Disable SIP transformations".

Here is the crux of the situation. I don't believe that all Indian tech support is bad. Just 99% of it, unless you just need to reboot something, or make sure it is plugged in, or you can't read instructions.

If you are going to use India for tech support for a NATIONAL COMPANY, then pay for support centers that hire techs with real degrees in information technology AND have extensive training in English. Otherwise, use American tech support. Not only are you taking jobs from Americans, but you are providing lousy service.

I have numerous friends that have worked in tech support call centers. Memphis, TN is one of the cheapest places in the US to hire entry level techs due to the low cost of living and large supply of tech savvy individuals. I understand wanting to be competitive, but suggesting $5 a month extra or a per minute charge right from the beginning? NO!

I might understand a per minute charge for premium support after 90 days (note that I said premium). That gives the customer time to get the bugs out of the setup & get used to it.

I bought 3 Vonage adapters last month. One for me, one for my elderly father, and one for my mother-in-law. Had I not been able to fix the problem on my own, you would have lost 3 customers at once. If I ever need tech support again, I hope that you have changed your tech support call center.



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Rate Vonage Customer Service


Do you think its better to have Vonage Customer care outside on inside the homeland
vonage customer service improved a lot since last year. my mom used to tell me that
When I first got vonage just over 2 years ago, I had the hardest time understanding
Here's the question: Would you rather pay $5 more per month and be guaranteed
i'd rather pay $5 per month.. i believe that would be unlimited calling as well
I have nothing against overseas reps as long as they could understand me and I could
I don't have a problem with tech support. I have a problem with customer service.
You say "I hope you change" ... keep in mind this is an unofficial forum. Vonage
Like you pointed out, Vonage doesn't have officially moderated forums. This

Clache posted "Well, I can say that when I had Vonage 2 years ago, and the tech support was in the" on 05/05/2007

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†AK and HI residents pay $29.95 shipping. ††Limited time offer. Valid for residents of the United States (&DC), 18 years or older, who open new accounts. Offer good while supplies last and only on new account activations. One kit per account/household. Offer cannot be combined with any other discounts, promotions or plans and is not applicable to past purchases. Good while supplies last. Allow up to 2 weeks for shipping. Other restrictions may apply.

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.

2Shipping and activation fees waived with 1-year agreement. An Early Termination Fee (with periodic pro-rated reductions) applies if service is terminated before the end of the first 12 months. Additional restrictions may apply. See Terms of Service for details.

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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