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carress
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Joined: Jan 23, 2006
Posts: 6

PostPosted: Mon Jan 23, 2006 1:26 pm    Post subject: Using a friend's equipment Reply with quote Back to top

I've had Vonage for 3 years.

A friend of mine decided to try Vonage. She bought equipment, and tried it out, but it didn't work out for her. She didn't have enough bandwidth. She went back to her landline and gave me her equipment.
I tried to hook it up last night, and it was still connected to her service. Her account was never cancelled. I called Von. and the man I spoke to told me that she needed to cancel her service, and that would release the device and I could then have them transfer it to my account.

She called and cancelled this morning, and I called onage back. Now they tell me that for security reasons, I can't use the equipment. (Upon pressing, the man said in case it was stolen. I said, what if she calls you and tells you it was NOT stolen, he then transferred me)

The new lady I got after a 20+ minute wait says- It was registered to someone else, and they can't register it to me now.

She is sending a 'ticket' (I think that's the term) to management who will take 24-48 hours to get back to me. I asked to also be transferred to a supervisor, she put me on hold for 10 minutes, then came back and put me on hold again - where I'vebeen for the last 15 minutes.

Of course, they say - I can go out and purchase the same exact equipment my friend gave me... I've been a 'loyal' customer, despit the better deal my cable company is offering, despite the service outages, and the months of phone trouble. I'm really Poed (I think rationally), and considering leaving Vonage.

So- what's the story on this?? Can you use other people equipment, who do I need to talk to?
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ColdGin
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Joined: Oct 03, 2005
Posts: 423

PostPosted: Mon Jan 23, 2006 2:33 pm    Post subject: Reply with quote Back to top

Someone show her the terms of service where it says you can't transfer service...

2.2 Residential Use of Service and Device. If you subscribe to Vonage's residential services, the Service and the Device are provided to you solely for residential use. You shall not resell or transfer the Service or the Device to another party without our prior written consent.

[B]
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mharvey
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Joined: Dec 24, 2005
Posts: 135
Location: Northern VA

PostPosted: Mon Jan 23, 2006 2:45 pm    Post subject: Reply with quote Back to top

I can see how transferring the service to another party would be bad and violate the TOS. But what happens after someone cancels the service. What should that person do with the phone adapter or router (assuming that they have lived up to their commitment to Vonage)?

If Vonage will not allow the used hardware to be used by another (paying) customer... are thry saying that that used hardware is useless and should be trashed? That just does not seem to be right or the norm with other similar relationships.

For example: If I cancel my Sprint PCS phone or Dish Network subscription I am free to give/sell my old phone/receiver to anyone else. As long as my account was terminated and paid in full they would have no problem activating that used hardware. I know this because I have done this before.

_________________
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carress
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Joined: Jan 23, 2006
Posts: 6

PostPosted: Mon Jan 23, 2006 2:54 pm    Post subject: Reply with quote Back to top

That's exactly what I was thinking. My friend purchased the equipment outright, therefore, is under no obligation to do anything in particular with it. I am a current customer, and planned to continue being a customer. The only motive I can see is Vonage's potential loss of income based on my NOT buying a new phone system from them (Which I wasn't planning to do anyway).


At any rate, I spent about 2 hours on the phone with them and finally got the issue resolved to my satisfaction, I will continue my Vonage patronage, and probably add another line next month. All I can say is - persistence pays off.


BTW coldgin, thanks for the smartass reply, but I think it was clear that I wasn't trying to transfer 'service', and the device wasn't 'provided' to her as such.


C
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