When your phone adaptor fails.

Posts: 4 · New Forum Member Joined: Feb 27, 2006 Posts: 4

I just got off the phone with tech support. When attempting to reset my RT31P2, it kept giving me "Settings are failed" message and eventually the tech decided that my phone adaptor has failed since the phone 1 light will not come back on. Being 1 month out of the 6 month warranty Vonage provides, he suggested 3 options:

1) Have them ship a new router as soon as they charge my credit card $99.99

2) Go to the store and buy another router (what? so that one can fail too)

3) Cancel the service and pay the $41 termination fee since I've been a member for less than 1 year.

And yes, tech support does come from India. I'm suddenly moving from the Pro-Vonage camp to the anti-Vonage camp. Feedback anyone?

RedHatNick blows the dust off his pitch fork.

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

Well, everyone has an opinion. Mine is that the warranty on the equipment should at least equal the minimum membership commitment, but me thinking that doesn't help you much.

Perhaps if you called the business office to discuss cancellation, they'd have a bit more concern with keeping you as a customer than the technician did.

Posts: 277

redhatnick wrote:

3) Cancel the service and pay the $41 termination fee since I've been a member for less than 1 year.

Well, according to the Terms of Service, you can send them back your router in lieu of the termination fee. At least you'd get the last laugh for sending them back a piece of trash to save your termination fee.

Posts: 193 · Vonage Forum Master Joined: Feb 28, 2005 Posts: 193

If 1 or 2 > the rtp300 or pap2 (if you don't need a router) seems to have a better following.

Posts: 185 · Vonage Forum Master Joined: Dec 18, 2005 Posts: 185

Read the TOS again, you can't send it back outside of the 30 day MBG anymore. if you cancel inside of 90 days and outside of 30, you will pay 41.19 term fee+ the Rebate Recovery on your device. So it will actually wind up costing you more like $100+ to cancel your service.

Posts: 4 · New Forum Member Joined: Feb 27, 2006 Posts: 4

I called customer support and apparently the agent didn't know what to do with me once I explained my problem. So he transferred me to the back 30 minutes or longer phone queue to let another agent deal with my problem.

In the interim, I've called my bank and canceled my card. Vonage is free to bill me the termination and what other fees to feel welcomed to. Sure they'll get thier money, they just won't be getting it from me. I'm currently waiting for my local telco (which is happy to have me back as unequally I'm unhappy to return to them) to port my number in time.

Posts: 476 · Posted: Wed Mar 01, 2006 4:19 pm Post subject:

You may want to get your number ported out before you do the card cancellation thing. If something like a distinctive ring on your number can cause an LNP to fail, then certainly unpaid fees on the number will cause it to fail. Unless you just don't care about the number any more.

Posts: 185 · Vonage Forum Master Joined: Dec 18, 2005 Posts: 185

redhatnick wrote:

I called customer support and apparently the agent didn't know what to do with me once I explained my problem. So he transferred me to the back 30 minutes or longer phone queue to let another agent deal with my problem.

In the interim, I've called my bank and canceled my card. Vonage is free to bill me the termination and what other fees to feel welcomed to. Sure they'll get thier money, they just won't be getting it from me. I'm currently waiting for my local telco (which is happy to have me back as unequally I'm unhappy to return to them) to port my number in time.

This is how your number drops back into the Vonage database and is reassigned to someone else, who'se friends start calling you. Term your service the correct way so you don't have problems.

Posts: 4 · New Forum Member Joined: Feb 27, 2006 Posts: 4

After burning up 145 peak cell minutes this month (account management is only open during the day) on my cell phone to get a hold of someone at account management, they've decided that technical support idoit in India didn't have a clue what he was doing, and they've opted to send me a new linksys router promptly, in two days + weekend, and provide me with a free month of service. We'll see if that holds true because they have a surprise waiting for them on my now canceled credit card number. Apparently, they've had the ability to overlook the router warranty issue (issue being it's 1 month out of warranty) the entire time, should they choose to, but it widely depends on who you get when you call.

My confidence in Vonage is now shaken, and I've already have begun the process to return to the local telco. I could call the telco and ask to cancel fairly easily, but I'm scared to think what could be the next "grey" area I fall into with Vonage.

Should I stay or should I go? This could be you.

Posts: 2257 · Posted: Wed Mar 01, 2006 8:48 pm Post subject:

redhatnick -

You dodged the bullet. You have 5 months left on your Vonage contract. You have been saving money, I presume, for 7 months, then.

I'd deal with the next "grey area" if and when it comes. If the new adapter works, then you can continue to save money for a while. Your old Telco is there, ready to take you back with open arms and the vacuum cleaner to your wallet, any time Vonage "does you wrong" again, or any time you feel like bailing.

In the meantime, there's less money departing your wallet every month, and if the line is working to your satisfaction, what's your impetus for leaving at this point?