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Bruafekkay Posted:
agreed dingy
anybody, obviously
if the quarters is
not provided with
the requisite
...

In The Forum:
Vonage V-Phone & SoftPhone
Topic:
granit stelen beefy
On Dec 08, 2016 at 19:41:55

Bruafekkay Posted:
agreed drab
individual, large
if the hamlet is
not provided with
the requisite
...

In The Forum:
Vonage V-Phone & SoftPhone
Topic:
mauersteine 50x50 unsparing
On Dec 07, 2016 at 20:07:45

tplink Posted:
Im trying to add
my HT802 vonage
adapter to my home
network. I
currently have
...

In The Forum:
Hard Wiring - Installation
Topic:
Vonage behind switch
On Dec 05, 2016 at 06:35:11

DWSupport Posted:
After recent
Vonage update that
took place on the
4th and 5th of
Nov. E-mails with
...

In The Forum:
Vonage
Topic:
Voicemail Not Forwarding to Outlook Accounts
On Nov 10, 2016 at 12:23:26

peterlee Posted:
Had a call from a
Hospital in Ajax,
Ontario to my home
in
Scarborough, Onta
rio
...

In The Forum:
Vonage Canada
Topic:
Hospital Incoming call unable to connect
On Nov 08, 2016 at 11:59:50

TELLDOUG Posted:
I am looking for a
product that will
make my phone ring
louder so I can
hear using
...

In The Forum:
Vonage
Topic:
Looking for a ringer ameliorate
On Oct 26, 2016 at 09:21:30

HildBeft Posted:
You can recollect
password by
connecting the
router to your pc
and open the
browser
...

In The Forum:
Hard Wiring - Installation
Topic:
How to arrive at wifi password?
On Oct 20, 2016 at 05:05:49

HildBeft Posted:
Great tips..
Thanks for sharing
...

In The Forum:
Hard Wiring - Installation
Topic:
How to have Vonage and another land line?
On Oct 20, 2016 at 04:55:03

massrman Posted:
The devices are
available at
different price
margins , please
share your
estimated
...

In The Forum:
Vonage
Topic:
IP PBX for small business
On Sep 30, 2016 at 00:48:03

massrman Posted:
Hi these are most
commonly used SIP
PBX interops and
their
configuration
guides,
...

In The Forum:
Vonage
Topic:
IP PBX for small business
On Sep 30, 2016 at 00:37:45


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VonageTPA
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Joined: Jul 11, 2005
Posts: 1715
Location: Florida (usually)

PostPosted: Sun Mar 05, 2006 3:38 pm    Post subject: Reply with quote Back to top

Steve48 wrote:
blakadher wrote:
dconnor wrote:
So, not being a big fan of Vodka and Rice, I tend to block the whole C Block of the offending IP.

Geez, Dan...you just described my breakfast. I'm offended.


Rice for breakfast? Geesh.


Yeah, whatever happened to beer for breakfast?

Let's face it, Vonage does have its problems. They've expanded faster than they were truly ready for and have had growing pains in the process. They've found themselves to be a victim of their own success when it comes to things like servers which run the dashboard & voicemail (which have been slow & unresponsive at times until they could bring more servers online), and especially noticable at the tech support. They've tried to keep up by building new call centers and hiring new techs, but this presents a new problem -- unexperienced techs.

There really isn't any quick answer on fixing this one other than time. You can train people all that you want, but they're not going to truly learn it until they've worked with the product and dealt with the challenges of dealing with customers. I do believe they need to hire a few more techs and thin out the phone tree a bit. I think an "acceptable" wait time is ~5-8 minutes, preferably shorter. As far as the phone tree goes, they need to simplify & consolidate the menus. Cut out the excess verbiage and cut down the number of options, or at least make them more consistent. I'd prefer to only have to enter 2-3 menus before being queued up for the next agent.

I will give Vonage credit -- The calls have (almost) always gone through. I think I've encountered 2 times so far where the call didn't go through, which is FAR more reliable than a cell phone and my Sprint landlines for that matter. Many of the problems they've had to deal with are things they've not had control over, such as the way other phone cos (mis)treat them, shoddy customer ISP connections, and the Voip technology itself. Just a few years ago, Voip was just a toy, left only for teenagers with instant messenger programs. Now we have large businesses, even hospitals, depending upon Voip. It's more of a case of the demand outpacing the technology, as we've seen with Vonage shipping out the various adapters over the years.

Is Vonage perfect? Absolutely not....but it's far better than working with any of the landline or cell co's that I've worked with (exception: the old GTE corp... was great back then...but prices were much higher and the technology wasn't anywhere near as complex). Oh yeah, saving a couple hundred dollars a month doesn't hurt either.

_________________
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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Steve48
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Joined: Aug 30, 2005
Posts: 4777

PostPosted: Sun Mar 05, 2006 4:12 pm    Post subject: Reply with quote Back to top

I agree with everything that you've said, but Vonage could improve tremendously on customer service by implementing one strict policy. Basically, if you tell a customer that you're going to do something then do it. Even the most inexperienced representative should be able to understand this. How many times have we heard "the tech promised to call back in ten minutes and it's been two days"?

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Steve Gray
Orlando, FL
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VonageTPA
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Vonage Forum <b>MVM</b>


Joined: Jul 11, 2005
Posts: 1715
Location: Florida (usually)

PostPosted: Sun Mar 05, 2006 6:13 pm    Post subject: Reply with quote Back to top

I've never experienced them saying they'd call me back & never do it, if anything, I've been very fortunate with this. One of the techs even called me on his own cell phone after he'd already left work. Now, Vonage REALLY needs to ditch the e-mail support if they're not going to answer the e-mails in a timely fashion. That seems to be a black hole in their system, and a piss-poor reflection of customer support.

_________________
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
View user's profile Send private message
Steve48
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Aug 30, 2005
Posts: 4777

PostPosted: Sun Mar 05, 2006 8:24 pm    Post subject: Reply with quote Back to top

I had it happen to me once in the early days of the Caller ID fiasco. I didn't consider it a big deal, but the number of similar reports that I read in here makes it add up to a problem in my book.

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Steve Gray
Orlando, FL
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