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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

Sammy00 Posted:
Has anyone setup a
W52p phone for
vonage? I have
a W52p with two
wireless handsets,
...

In The Forum:
Hard Wiring - Installation
Topic:
W52p Setup
On Aug 30, 2016 at 10:38:01

James44 Posted:
Hi, I am
looking for a good
Sip Trunking
provider in
Canada. they
should offer
...

In The Forum:
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Topic:
A good sip trunking provider
On Jul 17, 2016 at 23:42:46


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jcarroll01
Vonage Forum Associate
Vonage Forum Associate


Joined: Apr 08, 2004
Posts: 16

PostPosted: Mon Apr 19, 2004 2:08 pm    Post subject: Customer service = horrible Reply with quote Back to top

I gotta tell you I am minutes away from un-subscribing from this service due to customer service issues.

We had a small 911 issue at our house last Thursday. My wife had to call 911 from our Vongage phone and they re-directed to what was supposed to be the correct PSAP. Well after calling 911 we were routed to a "supervisor" line and were told to call back and that it was inappropriate to call this number. We called 911 again and got the same rude response, but they dispatched fire units after pleading with them. All of this may or may not be the fault of Vonage, but from there it is all downhill. I contacted customer service only to be told that the "911 guys" were out until tommorrow and to call back, unacceptable, but I wasn't mad enough yet to argue. I called back on Friday and got the same story, twice. I called back on Saturday and was told that no one would be in until Monday and the the supervisor would "personally" take care of my problem. He promised to call me prior to 11 a.m. on Monday. Well guess what? No call. I called today and got put on hold for 40 minutes. I called back and they told me to call back tommorrow!!!! This is crazy. I have given them two hours to resolve the issue or I will demand my entire investment with them to be returned to me. There is more to this story, but I don't have the space to complete it. Absolutely horrible response especially when dealing with a 911 issue.
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dvdmon
New Forum Member
New Forum Member


Joined: Apr 19, 2004
Posts: 6
Location: Washington DC

PostPosted: Mon Apr 19, 2004 3:15 pm    Post subject: Reply with quote Back to top

I'm not a Voip user yet, but I've done a little research into this. I will not risk my family's well being by relying on Voip for emergency services, because it simply isn't a failsafe solution yet. Not only do you get routed to a non-emergency number, but you also are in danger of it not working whenever there's an internet outage or power outage. I can understand your frustration over this, but NO Voip service is going to do any better. You could rely on your cell phone if you have one, but my intention is to get basic local service for $14/month and this can serve for any 911, home security, Tivo, Fax, etc. calls that are not fully supported yet via Voip. I also plan to keep a phone that doesn't require power for 911 calls in case the power is out. Voip is a great technology, but you have to understand its limitations and if you can't accept them or the risks/inconveniences they imply, then either don't use Voip or supplement with a bare-bones analog service...
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jcarroll01
Vonage Forum Associate
Vonage Forum Associate


Joined: Apr 08, 2004
Posts: 16

PostPosted: Mon Apr 19, 2004 3:40 pm    Post subject: Reply with quote Back to top

I was willing to put up with some shortcomings with the hopes that technology could resove the problem in short fashion. My issue wasn't entirely with the IP / 911 services part it was the service provided when a problem was brought to their attention.

From Thursday to today (still not done) they have made no progress and all you get are promises to return calls that never come. I run a call center and will make sure my dis-satisfaction becomes well known within a progressive high tech company. If you've ever hear of the old adage that a "wronged" customer will tell 10 people about their problem, well I'm going to be living proof.

I have given my cell phone number at work to contact me and until 5 minutes ago no one has taken me up on the offer to "call me at anytime". By the way the 5 minutes ago call was just to tell me to call back tommorrow....seems to be the way they handle support. Keep telling them to call back until they give up and go away.
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ckoehncke
Vonage Forum Senior
Vonage Forum Senior


Joined: Jan 31, 2004
Posts: 104

PostPosted: Mon Apr 19, 2004 4:47 pm    Post subject: Reply with quote Back to top

All the wonderful features in the world and a couple of faults and poor customer ruin it all.

Vonage 911 calls dialed today are re-routed after a database inquiry to Intrado to a 'general emergency telephone number'. By the way, Vonage is paying Intrado ~ $2.00 per inquiry so it ain't cheap. Intrado assumes responsibility (important legal word) that the re-routed telephone number is valid.

Unfortunately, most emergency centers haven't gotton too many calls on their general telephone number and thus don't know how to handle the rare call. Your call was certainly in that catagory.

You've got a couple of things -- if you still support Vonage, send a letter to:

Jeffrey Citron
Vonage
2147 Route 27
Edison, NJ 08817

Give him the facts and do in fact expect a reply.

If you don't support Vonage, call the PR department at your local telephone company saying you want to switch back and why. I'll bet they can light up a new telephone line in under 8 hours and happy to have your local newspaper interview you. They'll be glad to port your phone number back as well. Probably not charge you anything as well!
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jcarroll01
Vonage Forum Associate
Vonage Forum Associate


Joined: Apr 08, 2004
Posts: 16

PostPosted: Mon Apr 19, 2004 5:35 pm    Post subject: Reply with quote Back to top

Thanks for the address. What difference is it if I write to him supporting or not supporting Vonage? They have a serious customer service issue. I would think that people with the bad experiences and no longer support them give them their biggest "lessons learned".

I've already called my local phone company to change back since I have not gotten any satisfaction from Vonage "support".

They won't port my number, but the deal is comparable since they are feeling the competition....guess Vonage did some good after all.
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dvdmon
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New Forum Member


Joined: Apr 19, 2004
Posts: 6
Location: Washington DC

PostPosted: Mon Apr 19, 2004 6:25 pm    Post subject: Reply with quote Back to top

Hey JCarol, I understand how frustrating poor customer support can be, and believe me as someone who has yet to sign up this is one of the prime things that is making me hesitate. If only AT&T offered numbers in the DC Metro area I would probably opt for them since their customer service is at least not notoriously poor. But I suppose going in understanding that you might get poor service will motivate me to do as much research and asking around on this board and others before tackling CS. It's really a shame since Vonage seems to be THE pioneer in this area and also seems to have arguably the best assortment of features, albeit not at the very low rates of some other Voip providers. It seems that CS is the costliest piece of the puzzle and so this is where the biggest cost savings can be had by Vonage by using low-cost personnel. One can only hope that if Vonage starts seeing more and more customers quit after a one-month trial they will try to devote more attention to this area or risk sinking altogether...

Speaking of which I'm wondering... it seems like these small Voip providers are ripe for big CLECS, cable co's or baby bells to buy them up and use them to implement their own services. Or is it just not that hard to set up a Voip service and less complicated to just do it from scratch?
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dvdmon
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New Forum Member


Joined: Apr 19, 2004
Posts: 6
Location: Washington DC

PostPosted: Mon Apr 19, 2004 9:09 pm    Post subject: Reply with quote Back to top

Moto wrote:
Ouch!
The idea of a basic cell phone for $14/month is intriguing. Tell me more.


Verizon offers an "Economy Plan" which costs around $13 but that actually varies from region to region. I actually got them to not list my number in directory assistance or the phone book which was an additional $1.70, so that brought it up to $14+ Your calls on this are I think like 9-10 cents per (local) call and you don't have to get long distance or regional service, you would just use a calling card for that, I suppose.
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jcarroll01
Vonage Forum Associate
Vonage Forum Associate


Joined: Apr 08, 2004
Posts: 16

PostPosted: Fri Apr 23, 2004 8:55 am    Post subject: Reply with quote Back to top

I'm posting a reply to keep this on the front page. They have never called me back. I have never recieved a proactive return call from Vonage even though at least 4 different people promised they would. Including a team leader who promised to "personally take care of my issue".

I know all the concerns about the 911 issue with Vonage, but it seems the biggest concern should be that Vonage doesn't take it seriously.

Get used to seeing this post. I'm on a mission.
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ckoehncke
Vonage Forum Senior
Vonage Forum Senior


Joined: Jan 31, 2004
Posts: 104

PostPosted: Fri Apr 23, 2004 9:25 am    Post subject: Reply with quote Back to top

Your 'mission' while noble is a bit misplaced. Vonage has crappy customer service --- so tell me something new? What do you expect from a company with headquarters in Edison, NJ?

BTW -- no flame intended - we all feel your pain. Simply put after exhaustive review of the current market -- Vonage has figured out (1) how to simplify ordering and installation, (2) pricing that is quite appealing and (3) has moved the bar forward in terms of feature/functionality on a regular basis.

Vonage has experienced rapid growth and as this is early technology - no doubt have gotton a world of support calls, some extremely simple and others that require some head scratching.

Call center support is very expensive on a per call basis (and no they're not sending your call India for support) -- so my guess is they've been hesitant to scale operations. The 'net is you and I suffer.

Thus back to my original point -- Jeff Citron has his OWN money in the company so tell him your concerns. No doubt Vonage mgmt and their investors take an occassional look at this forum itself for 'temperature' reads but we shouldn't leave this to chance.
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masood
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Joined: Apr 19, 2004
Posts: 7

PostPosted: Fri Apr 23, 2004 10:41 am    Post subject: Reply with quote Back to top

your local public safety has a 10 digit number other than 911 that you can call if you need to call in for any emergency. granted it doesn't have the ANI/ALI, but they'll transfer your call to 911 center at the speed of voice!

Hay Vonage, if I dial your 911, can you automatically transfer me to the local public safety 10 digit number? if not, may be that would be a mandatory field to complete when I sign for your 911? can do? Question

P.S. I was so sick and tired of the mother of all monoplies (ILEC) that I decided to join the you revloutionary guys. we are getting there, be patient amigos Very Happy
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