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blutarsky
Vonage Forum Senior
Vonage Forum Senior


Joined: Sep 06, 2005
Posts: 75

PostPosted: Thu Dec 29, 2005 12:39 pm    Post subject: Reply with quote Back to top

today is my billing day -- so if they manage to bill me on time, when i can't get into my dashboard to view my account details and, ya know, USE my service then i guess i'll know where they stand. seems if their service is broken currently then they shouldn't bill either, but we'll see. i'd like to think i won't see a charge on my card when the rest of their service is experiencing such issues, but i'm betting they'll manage to fire off the bill just fine.
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blakadher
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Dec 23, 2005
Posts: 476
Location: Vancouver, WA

PostPosted: Thu Dec 29, 2005 12:42 pm    Post subject: Re: Offline Reply with quote Back to top

rla wrote:
The customer support folks are great, but keeping your old number seems to be a little cumbersome so I gave it up. Maybe congress and the FCC should take another stab at it so it doesn't take days and so much grief to tranfer your existing number to a new provider.

My number ported just fine in less than 2 weeks. Remember, the FCC probably doesn't have much pull here because Vonage is not a regulated phone service provider like the Ma Bells.

rla wrote:
Anyway, back on topic. Yep, when you get live people you get great service, but the dashboard has been a real pain from the get go. Today I am getting 404 errors when trying to login and yesterday it was a crap shoot. Vonage promotes a great, reliable, cost effective package, but they have got to get the bugs out of that support site. As I see it access to the account and dashboard is part of the package they pitched as part of the service package. If they can't deliver then they need to be kicking out credit to customers who are not getting the full service they pay for.

Prior to the last 24 hours, the Dashboard has been very reliable (besides a few quirks with the voicemail page, but that's discussed in other threads). I'm not making excuses, to have the web-based management be down when 99% of the service is controlled via web-based management is inexcusable. I'm just saying this isn't the norm IME.
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Steve48
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Aug 30, 2005
Posts: 4777

PostPosted: Thu Dec 29, 2005 12:49 pm    Post subject: Reply with quote Back to top

davetime wrote:
If this is the norm, why do you all still stay a Vonage customer?


1. $$
2. Don't need the dashboard all that much.
3. $$

However, I do agree with you. I see the Vonage system reliance on the website and website downtime as two of the biggest service issues facing Vonage right now.

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Steve Gray
Orlando, FL
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megabyte
New Forum Member
New Forum Member


Joined: Dec 20, 2005
Posts: 9

PostPosted: Thu Dec 29, 2005 12:59 pm    Post subject: Re: New customer - Vonage site unavailable Reply with quote Back to top

davetime wrote:
I just signed up with Vonage yesterday, and there website is down, and when I call their customer service number, it rings 3 times and then gives me a fast busy signal. Is this the norm for Vonage? Did I make a mistake, and should I have gone with AT&T Callvantage?

This is completely unacceptable of them.


New customer here. This is something I've noticed too.

Vonage = small company trying to get big too quickly

However, it's more acceptable for me.
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rdstoll
Full Forum Member
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Joined: Dec 29, 2005
Posts: 63
Location: Des Plaines, IL

PostPosted: Thu Dec 29, 2005 1:03 pm    Post subject: What irks me is that the signup page always works fine Reply with quote Back to top

I have been a customer since October and while I am very happy with the call quality and the value I get from Vonage, I find these frequent outages of the website to be totally unacceptable. These outages don't just last an hour or so, but typically last all day. And the frequency with which these outages have been occurring is unbelievable - at least one every two weeks.

Either Vonage needs to clean up their act and develop a more stable website or figure out a way for users to be able to adjust call forwarding features when the site is down.

This is complete BS.
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Cloudscout
New Forum Member
New Forum Member


Joined: Dec 29, 2005
Posts: 2

PostPosted: Thu Dec 29, 2005 1:46 pm    Post subject: Vonage's response Reply with quote Back to top

I got ahold of someone in Customer Care this afternoon. They said that they have been having problems for the past two or three days and that they are working on the problem and hope to have it working tomorrow.

I explained that I pay them for a service that they are not currently providing and asked about having them credit my account. They said that I could get an account credit, but that they couldn't do that for me over the phone... I would have to wait until their site is back up and running again and then I can log in and request a credit online.

I'm done with Vonage. There are several other options out there with more reasonable service and support. It'll take me a few weeks to get everybody used to a new phone number and then I'll be dropping Vonage.

The fact that they can't even manage the courtesy of acknowledging the outage anywhere (for example, the "Vonage Service Status" panel on the left side of this forum) speaks volumes about their poor service.
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VonageTPA
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Jul 11, 2005
Posts: 1715
Location: Florida (usually)

PostPosted: Thu Dec 29, 2005 1:54 pm    Post subject: Reply with quote Back to top

Ultimately, I'm still a Vonage customer because the actual phone service itself is reliable. The bells & whistles are nice, but as long as the phone service works (which it has been very well), I'm happy. ESPECIALLY when you look at how unreliable other Voip providers' phone service is. That said... The outages & firmware screwups ARE unacceptable.


I guess things work differently with tech firms, but with my job electronic systems are mission-critical AND must have that mythical 99.97% uptime -- and we do achieve it. It's unconcievable to me to have an outage. We plan, plan, check our work, test everything, THEN act and even then, we take our time in making sure it everything's right before it ever gets outside of our department. The best compliment I get is when all hell is breaking loose in our department and people from other departments are amazed -- because everything continued to work despite what was going down. Power failures, transmitter failures, phone line outages, electrical fires, generator failures and a few hurricanes are just a few of the obstacles we've dealt with over the past 2 years and we still managed to keep the show going. It may have been totally chaotic behind the scenes, but the public never knew, as it should be.

_________________
ISP: Varies depending where I'm at.
Vonage: Linksys RTP300
Router: IPCop 1.4.10
Phones: various
Total calls since Jul 24, 2005: 4,794 calls
Total Minutes since Jul 24, 2005: 25,552 minutes
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blutarsky
Vonage Forum Senior
Vonage Forum Senior


Joined: Sep 06, 2005
Posts: 75

PostPosted: Thu Dec 29, 2005 2:03 pm    Post subject: Reply with quote Back to top

blutarsky wrote:
...i'd like to think i won't see a charge on my card when the rest of their service is experiencing such issues, but i'm betting they'll manage to fire off the bill just fine.

just got an email from vonage....

Quote:
...we successfully processed the above monthly charge using the credit card on your Vonage account...

so, there ya go. Rolling Eyes

just find it mildly annoying (and yet, of course, obvious), that they never seem to have any issues with the system that ensures that we get billed on time, but keeping up the customer-side services like the web control panel (which is required to use almost all of the services other than the plain phone line and some voicemail functionality) is such a problem.
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cargojack
Vonage Forum Senior
Vonage Forum Senior


Joined: Jun 30, 2005
Posts: 103
Location: Boca Raton, Florida

PostPosted: Thu Dec 29, 2005 2:23 pm    Post subject: Problems versus Benefits Reply with quote Back to top

While it is annoying that Vonage has had some problems lately, I think we all switched to Vonage understanding that it was new technology and that we were the vanguard of the first adopters. For the most part, I have been very happy with Vonage service. I do have a short little wish list of features I would like to see them add, though, and I think not offering teh PAP2 online is a mistake. Most people, I feel, do not want to buy a router/wi-fi/voip adapter all rolled up into one unit. I like having a separate router and adapter. Also, I wish there was a business package that would give me give 1500 minutes that could be shared between an adaptor number and a Wi-Fi phone, so I could use both. I also wish I could switch my virtual number for my main number so that the virtual number would appear on other's caller ID. And, I wish I could set some specific text for outgoing caller ID instead of just having a number. Other than that, voice quality is great, and the Simulring feature makes things nice because then I always can get my calls. I set the Network Down number to my cell phone, so, even if the system is down I get calls. With new technology, you have to be patient. I think though, that if I had children, I would keep a tradition POTS line for emergency purposes, though.

_________________
Cargo Jack

=========================================
Area Code: (561)
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rla
Vonage Forum Junior
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Joined: Dec 29, 2005
Posts: 26

PostPosted: Thu Dec 29, 2005 2:31 pm    Post subject: Issues Reply with quote Back to top

I sure agree that Vonage needs to get a service interruption message online for customers.

It seems ironic that they spend all that money on media advertising just to end up ticking off their customers who respond. Surely they know the power of "word of mouth" and certainly they know there are blogs and forums.

The issue is not about using other options as a work around to get some features. The issue is that the service is not there. It is simply not OK to tout great service and sell the package and then not deliver from the first day. Perhaps if I had been a Vonage customer for the past year I would have a little more data to balance against what I have experienced from day one. Unfortunately that is not the case. What I am experiencing is sending up red flags about Vonage's comittment and/or ability to deliver quality of service for the entire package I purchased. Certainly the package Vonage advertises represents value. However, what they advertised and what I am getting are two different animals.

I see some folks saying these problems are rare and others indicating they are unacceptably frequent. Being new I still have several days to consider the real value of Vontage service, but I can guarantee if these issues are ongoing or frequent Vonage wont be my service provider, full or part time.

New technology or not, Vonage pushes itself as a quality, reliable alternative for the services provided by the phone company with more features. They don't advertise that they are new, unreliable or a toy for techies to tinker with and they don't tell prospective customers to expect intermittent or casual service. As I see it Vonage just isn't living up to the sales pitch.


Last edited by rla on Thu Dec 29, 2005 3:08 pm; edited 3 times in total
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