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rla
Vonage Forum Junior
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Joined: Dec 29, 2005
Posts: 26

PostPosted: Thu Mar 23, 2006 4:26 am    Post subject: Transferring Number Reply with quote Back to top

I am generally not one to defend Vonage, but one thing I can tell you is that getting your old number assigned to your Vonage account is generally not because of Vonage.

Upon signing on with Vonage I requested that my old number with SBC/AT&T be transferred to my Vonage phone. When I received my kit from Vonage I started reading and saw that it could take 20 days for Ma Bell to get the lead out and let go of the old number. So I called Vonage and asked if I could cancel the number transfer and just be assigned a number by Vonage rather than waiting. Vonage took care of it and within 30 minutes I could dial my new Vonage number with no issues.

The very next day I called the phone company and they told me it would take a week to disconnect my home phone (what a hoot). At that time SBC related that they had received a request to transfer the number to Vonage and I related that that was being cancelled. Vonage did promptly send a cancellation on the phone number transfer to SBC/AT&T. However, Some genius at SBC decided that the request to cancel the number porting meant I wanted to keep my SBC service. For three months SBC has been billing me for phone service that should have been disconnected immediately.

Finally today I reached someone at SBC who actually looked at the cancellation (of the number transfer) and after 47 minutes, transfers to everyone who was in the food chain, pitches to come back and buy package services that they can't even provide in my area, I was given full credit and apparently they got it.

It seems to me that some carriers have hired just enough rocket scientists to make a simple process absolute misery, but the fact that you have not gotten your transfer work done can't be on Vonage. It is the old phone company that takes its time. After all it doesn't hurt them to drag their butts around when it comes to you. In my case SBC/AT&T phone company has guaranteed that I will never use their service unless the world runs short of cans and string.
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clave665
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Full Forum Member


Joined: Nov 28, 2005
Posts: 70

PostPosted: Thu Mar 23, 2006 3:17 pm    Post subject: Re: go higher up Reply with quote Back to top

abela2006 wrote:
simple..... talk to someone higher up in the company. Tell them what you have gone thru and they will give u plenty of credit. It is a pain to get thru, but once you do they are really good at their job. I've only had good things from Vonage.


Can I have some of those drugs? I apologize for the sarcasm, but it just don't quite work that way. Vonage makes a career out of being spot on charging your CC and making people jump thru hoops to get it back. AND, in the past few weeks they've instituted stricter credit policies!!
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phreddy
New Forum Member
New Forum Member


Joined: Mar 15, 2006
Posts: 6

PostPosted: Fri Mar 24, 2006 12:46 pm    Post subject: Reply with quote Back to top

Well gee whiz, I called my bank today (Friday) to check on the credit that was supposedly put back in my account on Wednesday and guess what .... it still hasn't been returned. What a surprise.

I am very disappointed in the whole experience. I feel that Vonage lied to me several times and stole from me. Maybe it's time to call the BBB. I'm not sure where else to turn.
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maryjane
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Dec 22, 2005
Posts: 409
Location: Michigan

PostPosted: Fri Mar 24, 2006 2:22 pm    Post subject: Re: What is the best way to get my money back? Reply with quote Back to top

[/quote]How can I get them to give my money back like they told me they would?[/quote]

Click your ruby red slippers three times, with your eyes closed of course and wish veeery hard.

_________________
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dano
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Joined: Mar 27, 2006
Posts: 1

PostPosted: Mon Mar 27, 2006 8:14 pm    Post subject: how to get your money back 41 dollars Reply with quote Back to top

well i was dumb and got vonage,needless to say i didnt work after hours on the phone with hajii from india i discovered that i just lost 3 hours of my life that i cant get back. so i cancelled without ever making a call on the Vonage system then they charged me $41.17
witch they said there were no charges but guess what there was

they would not give it back untill i called the new customer phone number found on vonage.com and prentended to be a new coustomer and asked if it didnt work would there be any additional charges they assured me that there would not be .so then i let them have it i. let them know how they ripped me off and let them know the call was recorded and i asked once again for my money back now!! well knowing that i recorded them lying to me i offered to play it back to them before i take further action against them.
and shazaamm!! i got my damn $41.17 back
well i hope that helps everone it worked for me
but stay away from Vonage unless you like giving money away for nothing...
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phreddy
New Forum Member
New Forum Member


Joined: Mar 15, 2006
Posts: 6

PostPosted: Fri Apr 14, 2006 10:51 pm    Post subject: Reply with quote Back to top

I finally got my money back, but I spent several hours and many phone calls working the issue. I wish I could charge them my hourly rate for all of the wasted time. I won't try Vonage again, and I am advising everyone I know to stay away. It's really a shame for them, they are losing much more than they gained from their games. I learned that the average happy customer will send two customers your way, and the average unhappy customer will send five customers somewhere else. Not a good way of running a business, but when you outsource, this is what you get.

Cheers...
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lakay
Vonage Forum Associate
Vonage Forum Associate


Joined: Aug 28, 2005
Posts: 11

PostPosted: Sun Apr 16, 2006 9:50 pm    Post subject: Reply with quote Back to top

In order for Vonage to compete with the big companies it makes a lot of sense for them to outsource to India, but you're right it does chase customers away. I was told by a manager that they're working on new procedures for the outsource companies in India to escalate the calls faster.

A lot of time one can bypass the whole escalation process by calling the corporate office in America.
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Miles267
New Forum Member
New Forum Member


Joined: Feb 01, 2006
Posts: 6

PostPosted: Thu Apr 20, 2006 8:47 am    Post subject: Reply with quote Back to top

can anyone confirm that you need to return the Voip adapter once Vonage service has been terminated? When I cancelled, I was billed the $39.99 termination fee (OK) but the Cust Svc rep specifically told me (when asked this question) that I need not return the adapter. Should I ever wish to sign up again, I could reuse the adapter but am unable to transfer to anyone else. Before I start getting billed for monthly Voip adapter rental, I want to stay out in front of this.
thanks.
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NateHoy
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Nov 01, 2005
Posts: 2257
Location: New England

PostPosted: Thu Apr 20, 2006 9:16 am    Post subject: Reply with quote Back to top

Miles267 -

If you paid the termination fee, then my understanding is that the device is yours to keep. Enjoy it. Wink

Of course,any rebates that may have required 90 days of service (assuming you haven't reached 90 days) would of course be void, etc.

_________________
Comcast Cable (3m down / 256k up) -> Linksys BEFCMU10 v2 (DOCSIS 1.0) -> WRT54G v4 ("Tomato" firmware) -> the rest of my network including a WRTP54G (Firmware: 5.01.04)
My Vonage Self-Help Guides: http://vonage.nmhoy.net
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