New customer - Vonage site unavailable

Posts: 4 · New Forum Member Joined: Dec 29, 2005 Posts: 4

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.

Posts: 2257 · Posted: Thu Dec 29, 2005 10:02 am Post subject:

The Dashboard is down, and the customer service 800# (866-243-4357) is just ringing for me with no answer, so it looks like that's down too.

While unacceptable, and while Vonage does suffer from more downtime on their dashboard and CS numbers than they should, trust me - this is not the norm. The dashboard is up "most" of the time, as in down maybe a few hours at a time a couple of times a month, though I wouldn't exactly give it "best of class" scores for uptime.

Most of the downtime has been fairly recent, and probably caused by:

1. Oversuccess - too many new customers.

2. The fact that they are just completing a relocation of their entire company to a new building.

Posts: 83 · Posted: Thu Dec 29, 2005 10:04 am Post subject:

Been a rather common occurance here lately....give it a little while and it will be back....

Posts: 4 · New Forum Member Joined: Dec 29, 2005 Posts: 4

rather sad that this is something which is accepted and not out of the ordinary. Doesn't make me feel good about my decision to go with Vonage.

Posts: 60 · Posted: Thu Dec 29, 2005 10:10 am Post subject:

i agree. i've been a Vonage customer for less that 2 weeks (with 10 days on vacation, away from home and my new toys) but about 70% of the time I try to check the dashboard, it appears to be down. I haven't tried CS because after reading this forum, I don't want to call and wait on them and wait and then get disconnected. look around a bit, there are a lot of posts about people getting disconnected from the CS rep.

Posts: 83 · Posted: Thu Dec 29, 2005 10:12 am Post subject:

Just joined a few weeks ago myself .....been down at least 5 or 6 times that ive noticed....if too many customers is the problem....Im sure we could help them out there..

Posts: 4 · New Forum Member Joined: Dec 29, 2005 Posts: 4

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

Posts: 60 · Posted: Thu Dec 29, 2005 10:22 am Post subject:

so far, i haven't had a need for the dashboard. i'm still not completely set up with Vonage yet and by that i mean that i haven't set up voice mail with them and my old number still hasn't been ported over yet, it still rings on the POTS line.

Posts: 2257 · Posted: Thu Dec 29, 2005 10:22 am Post subject:

davetime wrote:

rather sad that this is something which is accepted and not out of the ordinary. Doesn't make me feel good about my decision to go with Vonage.

Until 4-5 weeks ago, Dashboard downtime WAS considered WAY out of the ordinary. However, an influx of customers, coupled with a complete corporate move. Well, let's just say they don't appear to have planned the move as cleanly as they might, and they need to get hopping to get those servers stabilized and back up to ther usual good reliability FAST.

To their defense, a complete corporate move is not an easy thing, and stuff goes wrong. Hopefully they'll get everything settled fast and be up and running 100% again soon. Timing the move around Christmas wasn't the smartest thing on the planet, given the increased new customers AND call volume at this time of year.

I've been a customer since July. Dashboard issues, missed calls, CS unavailability, etc, are recent problems, at least on the scale they are at now.

Posts: 1 · New Forum Member Joined: Dec 29, 2005 Posts: 1

This seems to be happening a lot for me as well.
Unfortunately, my phone is forwarded and I now have no way to un-forward it. Vonage really needs to look into a way to make features like call forwarding, available without having to login to the dashboard.