Long time lurker, first time poster here. I have been a Vonage customer for about 2 months now, and I am really not happy with it, the customer support most of all.
I have an issue that after installing the linksys wireless router and that I got from them, I would be online for about 5 minutes and get kicked off, then get back on within a minute. I tested everything, from the modem to my old router setup and everything works fine, untill I use the router I got from them. Being a computer technician, and dealing with networking all the time, I checked all the posible things it could be, from the setting in the router to the firmware and whatnot. I have concluded that it was the device that was causing the issue.
On friday I tehn spend 2 hours with support, tier 2, them asking me all these questions, that I have told them the answer to as soon as I got on the phone with them. I finally got them to send me a new device, seeing as this one is most likely defective.
Saturday morning, I have no dial tone. The internet works just no phone. Call Vonage again, a bit more then agrivated at this point. After another hour with tier 2 support we found the issue. Turns out the "system" made a mistake and took my MAC address off the account, replacing it with the one coming to my house. Well hello there, I dont have the device yet, what am I supposed to do now. Ok, get the phone part working by late Saturday.
Sunday was all ok, actually even the internet seemed to be a bit better.
Today, Monday, looking at my bill ing statement I see this. Mar 24, 2006 Invoice $109.94 Mar 24, 2006 Payment. Thank you ($109.94) Mar 24, 2006 Credit Statement ($99.99) Mar 24, 2006 Credit Statement ($10.00) Balance ($109.99)
****, is what I am saying to myself. First off I was never told that there will be any charge to my card, I have noticed they have a nice habit of charging to the card on file without my concent or knowledge. So, I call them up again. "Sir you have a credit of $109.99 on your account" Yes I can see that! Now they have credited my account and will take the monthly payments off of that instead of charging my card. So I am guesing my card will now have a bill of 109.99 on it. Why could they have not charged anything? Why wasn't I told about this process, as I have now been explained that this is how it works by a customer support?
Overall my experience has been crap so far. I just wanted to rant a bit here, and to let anyone know that if you plan on switching to Vonage, you could be subjected to this.
Thank.
Poma
riddler Vonage Forum Senior
Joined: Dec 18, 2005 Posts: 83
Location: Tennessee
"Now they have credited my account and will take the monthly payments off of that instead of charging my card. So I am guesing my card will now have a bill of 109.99 on it. Why could they have not charged anything?"
If they hadnt charged anything, then they couldnt earn interest on your money......
You could file a charge back to your credit card account....
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