changing number after just signing up?

Posts: 8 · New Forum Member Joined: Jan 22, 2006 Posts: 8

Hi, we just signed up for Vonage today. There was not a number available in our local area (nor anywhere close, within 100 miles or so), so my husband chose a number in our area code. I found out later that we could have chosen another number/area code (say one that is located in a big city in our state), so it would be free for family in that area to call our number (local call). We went into Vonage to try to change it, and best I can tell, there would now be a $9.99 fee PLUS an activation fee of $29.99. And maybe even some other charges I missed?

Is this correct? Is there any help for us, when we didn't chose a good number to begin with? We just signed up today, and I am very discouraged already...

Thanks for any advice or comments!

Posts: 2251

thecowgirl wrote:

Hi, we just signed up for Vonage today. There was not a number available in our local area (nor anywhere close, within 100 miles or so), so my husband chose a number in our area code. I found out later that we could have chosen another number/area code (say one that is located in a big city in our state), so it would be free for family in that area to call our number (local call). We went into Vonage to try to change it, and best I can tell, there would now be a $9.99 fee PLUS an activation fee of $29.99. And maybe even some other charges I missed?

Is this correct? Is there any help for us, when we didn't chose a good number to begin with? We just signed up today, and I am very discouraged already...

Thanks for any advice or comments!

Just call into Customer Service and explain the situation, they will be understanding as they aim to please.

Smile

Posts: 8 · New Forum Member Joined: Jan 22, 2006 Posts: 8

My husband just called customer service and the matter was NOT resolved. The person who answered barely spoke English and was not able to assist him. He also told my husband there would be a $9.99 charge to switch the number.

My husband asked to speak to someone else who spoke better English, two times. He did not get to speak to anyone else. He finally hung up after being on the phone about 30 minutes and never successfully getting a new number, or being able to understand what the customer service rep was saying at times.

So the matter is unresolved and we still have a phone number we do not want, that we will apparently have to pay a certain amount, plus maybe an activation fee, if we want to change it!?!?

Very frustrating!!! Any other thoughts or ideas? Thanks!

Posts: 4777 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4777

Perhaps you should try calling the department that cancels service, and tell them that you'll cancel if they can't offer some help with this problem. You also might try calling a couple more times at varying times of the day. If you hit it right, you might get an American rep instead of an overseas rep.

Posts: 57 · Full Forum Member Joined: Dec 16, 2005 Posts: 57

I found this number on the forum somewhere else... it's 18882501799 and it's supposed to be a direct link to customer care, I called it once to see if it worked.. and immediatly a perfect English speaking person answered "Customer care, how may I help you?" but my phone signal (I was calling from my cell) died and I wasn't able to talk. See if it works...

Jt

Posts: 57 · Full Forum Member Joined: Dec 16, 2005 Posts: 57

Oh and the only charge is a $9.99 charge, you can also accomplish a number change by going to the billing section of the Vonage Dashboard and on the right hand side you should see a link that says change number.

Hope this helps!

Jt

Posts: 8 · New Forum Member Joined: Jan 22, 2006 Posts: 8

At the bottom of the same page where it shows the $9.99 charge, it also mentions an activation fee ($29) can apply, is memory serves me correctly. Is this not the case? Has anyone actually ever changed their number, to verify this either way?

Thanks!

Posts: 350 · Vonage Forum Evangelist Joined: Dec 04, 2005 Posts: 350

thecowgirl wrote:

At the bottom of the same page where it shows the $9.99 charge, it also mentions an activation fee ($29) can apply, is memory serves me correctly. Is this not the case? Has anyone actually ever changed their number, to verify this either way?

Thanks!

There is a $9.99 (plus tax) charge to change your number. Since you are not activating another line, there isn't the $29.99 line activation fee.

New Number Activation Charge $9.99
Sales Tax $0.60 (if you're in NJ)
FET Tax $0.30
Total Amount $10.89 (if you're in NJ)
Total Amount $10.29 (if you're not in NJ)

Posts: 2251 · Posted: Tue Jan 24, 2006 3:48 am Post subject:

But again, since you just opened your account and made an error, most all CS Reps will be understanding to your situation.

You might PM one of the many reps on this site, I am sure they would help you out.

Posts: 57 · Full Forum Member Joined: Dec 16, 2005 Posts: 57

I actually have changed my number, using the site, and the only charge was the 9.99 charge + tax... that's it..

Jt