Can't create my account now I'm going to take equipment back

Posts: 2 · New Forum Member Joined: Mar 02, 2006 Posts: 2

Now I work in a call centre so I know what a 'hose and close' is. I have been trying for 2 days now to sign up. Triple checked all the info is correct while signing up and when I go to order now it states an unexpected error has occured, please call 1-800 etc.

Now I have called 5 times now, been through the same thing again and again! I am so frustrated now. I just called again asked for a supervisor and got the close, 'our servers just got upgraded and there have been issues just like mine, please let us contact you when this is fixed'

Now I'm sitting here fuming and I hope that Vonage does customer satisfaction calls so I can rate the service a big 0! has anyone else been having issues signing up or is it just me!

Posts: 2 · New Forum Member Joined: Mar 03, 2006 Posts: 2

I have the same issue.

I sent them the following and actually got a reply. Asking me for the MAC address (which wasn't in my message (my bad) but was in the image I linked.). Ironically my biggest concerns with Vonage came after calling the number and hearing the quality of service of their support line:

I am trying to activate an account online. When I input the WAN MAC address of my device I get the following:

"The following error(s) occurred: We are sorry for the inconvenience. This device has not been configured correctly for activation with Vonage CA. Please call our Customer Care department at 877-272-0528 for immediate assistance. Please advise our Customer Care team that your device is not configured for service in Canada and we will enable your device
for activation."

An image can be seen here:
(I linked them a pic)

Calling the number requested is an excercise in futility. Not only are the people I talked to on my numers attempts unable to help, they are unable to understand my issue in the first place. I was even told by one representative to call back later.

To compound that, the voice quality to the service centre was horrible. I hope that isn't indicative of the service.

My initial (unrelated) email to Vonage 8 hours ago is still unanswered, please respond with some solutions for me before I go with the local cable providers voip service.

Posts: 2 · New Forum Member Joined: Mar 02, 2006 Posts: 2

Well I finally got hooked up, but doing things on my own. after calling back about 8 times and getting no where, even one time asking for a supervisor which I was given the run around.

What i finally did was just go through the steps of ordering their adaptor instead of going through setup for already purchased adaptor option. Went through no problem created the account assigned me a phone #.

I called them back and told them to cancel sending the voip adaptor and told them to activate the one I had already. Finally got an english speaking agent whom was very helpful and fixed it all up for me. She rebated me the difference on cost and got my current adaptor up and running in less then 2 hours. I still wonder why it would not go the other way but I got it going now.

Posts: 2 · New Forum Member Joined: Mar 03, 2006 Posts: 2

I got mine connected finally too.

It took me purchasing another phone adapter for them to realise that these were US units being sold in Canada. The fault there lies either with Vonage or Linksys however, since they are in Canadian packaging.

Of course, once the unit was registered it STILL took another day on the phone to get it working properly.

I'm happy with the product. The tier one service is ABYSMAL. Worse than Telus.

Tier two service was quite good.