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justwarner Posted:
Hi guys,  I
plan to install a
new in-house PBX,
but I'm not secure
in my knowledge,
...

In The Forum:
Vonage
Topic:
IP PBX for small business
On Jul 24, 2014 at 07:44:54

adamnmurad Posted:
I talk very, very
infrequently on
the phone. I'm
thinking of
switching to a
data-only
...

In The Forum:
Vonage
Topic:
Use with iPhone, and switch to data-only plan?
On Jul 21, 2014 at 14:29:35

szurcsii Posted:
Hey! I'm
planning to build
my own voip alarm
system. I found a
guide that looks
...

In The Forum:
Fax - Tivo - Alarms
Topic:
Alarm systems and VOIP
On Jun 27, 2014 at 01:09:10

DSewhuk Posted:
The last week I
have seen a
similar issue. I
have gotten 2
simultaneous calls
outbound
...

In The Forum:
Vonage
Topic:
Outbound calls showing when no call is being made
On Jun 11, 2014 at 23:25:10

HtomSirveaux Posted:
Rather than be
long and wordy,
I'll get right to
the point(s): -
Have had VDV23
...

In The Forum:
Vonage
Topic:
VDV23 - Max Upstream?
On Jun 10, 2014 at 18:18:46

revrob Posted:
I've only just
signed up for
Vonage service a
couple of days ago
and set up the kit
...

In The Forum:
Vonage UK
Topic:
Witholding Caller ID from display and the BT 1471 service
On May 22, 2014 at 16:45:07

dconnor Posted:
Try: MODEM
->SWITCH V->
BROWSER ->
-> VONAGE
...

In The Forum:
Vonage
Topic:
Internet via Vonage is only 50Mbps
On May 18, 2014 at 12:31:40

harshal45 Posted:
Hello, I have a
105Mbps Comcast
connection. When I
make a wired
connection to
...

In The Forum:
Vonage
Topic:
Internet via Vonage is only 50Mbps
On May 17, 2014 at 10:46:09

johnnyc14 Posted:
The issue you are
having is related
to your Direct TV
set-top box. From
time to time,
...

In The Forum:
Vonage
Topic:
Outbound calls showing when no call is being made
On May 10, 2014 at 10:30:44

TimothyM Posted:
It is strange
issue and hear it
first time. :eek:
This may be
the problem of
...

In The Forum:
Vonage
Topic:
Outbound calls showing when no call is being made
On May 03, 2014 at 01:30:33


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scooter17
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Joined: Feb 17, 2006
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PostPosted: Sat Feb 18, 2006 12:22 am    Post subject: Poor customer service and lacking voip service.. Reply with quote Back to top

I've had a $50/mo business account with Vonage for 18 months that I can't seem to terminate. I need to access the website twice daily to enable/disable call forwarding. Countless times during the 18 months the website was in-op. Unable to log in. Other biggest complaint is couldn't send faxes with the Vonage modem. Finally gave up without ever sending a single fax successfully....

So, on 12/29/05 my number was ported to packet8. Half the cost and I successfully sent a fax on the first try!! And so far, the website is always working. I like packet8 so much, I ported my home phone over from ma bell two weeks later. Now 7-digit dialing with packet8!

As the Vonage website states, to cancel service you must call the toll-free number. I tried to cancel my Vonage account before my 27 Jan 06 monthly service charge, but got hung out to dry on the phone. Wasted about 20 mins that day.

So I figured I'd just change my credit card info so they couldn't whack my card in case they didn't notice the account was transferred. Well, all I could do on the web site was change the expiration date and I did that.. Then on the 27th the emails started from Vonage about a problem running my card. I replied to each of the messages that the account is to be cancelled.

Imagine my surprise today when I see a charge from Vonage on my bank statement on 2/10! Today, I got hung out to dry with Vonage CS twice. The last guy promised that he would follow up with an email and call me back on the phone if any problem with the
"transfer" to the cancellation. Total of 45 mins on the phone with Vonage today wasted. My last call today was to my bank to initiate a chargeback on the credit card transaction.

Vonage should be directing some of their advertising budget to eliminating DOS on the website and improving customer service..
I welcome contact from the Vonage "team" to get this matter resolved.
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navydavy2001
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Joined: May 26, 2005
Posts: 1125
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PostPosted: Sat Feb 18, 2006 6:35 am    Post subject: Reply with quote Back to top

See second post of this thread:

http://www.vonage-forum.com/ftopic10809-0.html

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Trowski
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Joined: May 16, 2005
Posts: 1389
Location: Putnam, CT

PostPosted: Sat Feb 18, 2006 8:43 am    Post subject: Reply with quote Back to top

Just curious, when you say you tried to cancel but was hung out to dry, what does that mean? Does it mean they would not let you cancel, they hung up on you, took your laundry out of the washer for you?
Also, I looked at P8's website at their Business plans and I don't see how it could be half the cost.

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Eastern Connecticut Cable--WRT54G---RTP300--Uniden True 8866
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VonageTPA
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Joined: Jul 11, 2005
Posts: 1715
Location: Florida (usually)

PostPosted: Sat Feb 18, 2006 1:32 pm    Post subject: Reply with quote Back to top

It would be if you only bought a residential plan. Smile

_________________
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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scooter17
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Joined: Feb 17, 2006
Posts: 2

PostPosted: Mon Feb 27, 2006 10:00 am    Post subject: Replies and Final Resolution Reply with quote Back to top

"Hung out to dry" to me means a promise that you're being transferred to someone that can assist and then giving up after 10-15 minutes of dead air.

I transferred a business account from Vonage to Packet8 and was apparently given the residential rate. Vonage = $49.95/mo. -- Packet8 = $19.95 + $4.95 to add the toll-free number.

Final resolution.. Today I got another "Successful Charge" email receipt from Vonage. Again I dialed the customer care number on the receipt. Only took a couple minutes to get a human on the line (in India I believe), and only a few more minutes describing my problem until he gave me the accounts management number 800-860-5491.

When the office opened at 8:30 EST, took about 10 minutes for a human to pickup and another 10 minutes of talking and holding and I think it's resolved. I was told the cancellation has been processed and promised credits for the last 2 transactions.

It's clear that Vonage does not have any checks in place that would halt billing for numbers that have been ported away and they appear more focused on acquiring new customers than providing adequate levels of service. The quality of Voip service (gave up trying to send faxes), their website-only service management (often unable to log in and cannot manage call-forwarding from the handset), and customer service could all stand for some improvement. I'm done...
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Datahazard
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Joined: Dec 18, 2005
Posts: 185

PostPosted: Mon Feb 27, 2006 3:58 pm    Post subject: Number ported away Reply with quote Back to top

The reason accounts are not closed when numbers are not automatically ported out is that the number has to be taken out of the Vonage database manually via a ticket. Otherwise your number will be assigned to someone else, and Vonage to Vonage they will get their calls, but PSTN to Vonage you will get them.
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taves
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Joined: Mar 08, 2006
Posts: 2

PostPosted: Wed Mar 08, 2006 2:33 pm    Post subject: Reply with quote Back to top

Well despite the fact that I've signed up in January, and that I've already been billed for my second month, I don't even consider myself a Vonage customer yet.

Can you all believe that I haven't received my device yet!!!!

Yep! That's is not a typo! Nothing, nada, so far.

I have had the same hour plus experience on hold at the customer service telephone phone. And unfortunately, I've had that sad experience 3 times already.

So, let's just hope that the Vonage service proves to be better than its customer service.

Meanwhile I'm still waiting for my UTStarcom F1000B to arrive.
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Datahazard
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Joined: Dec 18, 2005
Posts: 185

PostPosted: Fri Mar 10, 2006 3:40 am    Post subject: Reply with quote Back to top

Have you called in to find out why? There are no shipping delays on the UTStarcom, so either its a lost shipment, or it was stolen from your front porch.
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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.

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