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PostPosted: Mon Apr 24, 2006 6:21 pm    Post subject: Help Me Deanna Mongelli Reply with quote Back to top

Hello Deanna Mongelli,

Let me start by giving you my Vonage customer # and information;



You may want to refer to the notes in my account. I'm sure it will consume much less of your time, compared to the 10+ hours I have spent on the phone with Vonage. By the way, I am currently on hold with Vonage while I type this. I had been on hold for 11 minutes until a customer service rep answered, now I am being transferred to advanced technical support, (this is the usual procedure I go through every time I call) and the expected wait time is 25 minutes. I will no doubt be on the phone here for another 45-60 minutes until the tech starts deciding to order yet another modem, or starts placing me on hold for minutes at a time while he flips through noted on what to do or starts looking around the room for help. Then I’ll speak with someone else, and they’ll want to do the whole troubleshooting all over again. By now 80 or 90 minutes will have passed and everyone is ready to give up. How do I know this? Because I’ve gone through this process so many times. (up to 17 minutes now on hold 4/24/06…)

I will sum this up as quickly as possible from my notes.

Early March I started service with Vonage.

From the first day I installed the modem/router the incoming calls on the voice line would drop. No problem on outgoing calls. For the first few days I actually thought it was just a glitch, or the caller’s cell phone.

I called on the 10th of March to report the first problem. (see notes in ticket)

Called again on the 13th of March. I was told there was a team working on my issue? I thought that was strange that an entire team would work on the issue. Frankly I though the guy was just tired and didn’t know what to do. Especially after I pinged,, and checked internet speed at about 3 different web sites. (see notes in ticket)

Called on the 23rd of March. Someone was supposed to call me back. No one did. (see noted)

Called on the 26th of March. Still have problem with dropped calls. (see notes)

Called again on the 28th of March. I called to cancel the service with Vonage. I stated at least 2x that I wanted to simply cancel. I really didn't want to speak anyone else. The agent I spoke with, after a very convincing argument on his side, assured me that Vonage would get the service working properly. He was very confidant that if I spoke with a high level tech the service would work fine. No such luck of course. After nearly 2 hrs on the phone I had to go to work. (really see these notes)

March 29th: The Vonage rep called back at a random time, but I was at work and couldn't drive home to trouble shoot the phone line. He said he would call back and we would get the service working. He never called back again.

Called again on the 12th of April. Spent over an hour on the phone again with no resolution to the problem. The tech had a second router sent out.

19th of April I installed the second router. The agent told me to send an email when the router was installed with the status. I have sent 2 over the past 4 days. No one has gotten back to me. At the end of this letter I will attach the emails. Calls are still being dropped.

I have made more than enough attempts to get this problem resolved. And I stress "I" since Vonage has made one attempt to call me back to resolve this problem, and at a random time during the middle of the work day. I have even bought a new phone at an $80.00 cost. Replaced a router. Replaced phone cables and network cables. Followed the instructions from the techs word for word, letter for letter. With absolutely no progress. I don't have a limitless number of hours to ping yahoo and retest my Comcast cable internet speed.

I sincerely regret not sticking to my guns on the 28th and continuing with the cancellation process. Your rep was very convincing though. He was positive that we could get this service working. He definitely sold me on the idea that it would be much easier to work with a tech than go through the process of contacting a new company to obtain a new phone line. How ridiculous do I feel listening to a customer service rep about a technical problem?

On the 19th of April I spoke with customer service rep Sean M. employee # 24787 in the New Jersey office. He refused to connect me with his team lead, who is Will Sykes employee # 32323. I asked him why I could not speak with the lead since he was constrained by company policy; "of not allowing me to cancel the service with out paying a $120.00 fee, [even though the service doesn't work and never did work. Sean did offer me a, "very lucrative," alternative though. It's called a 499/0 minute plan. At first I almost went for it. $7.99 a month for 2 more months then I can cancel the service for a $41.19 fee on June 3rd. That was how it was presented! I asked for this on paper since I really don't trust Vonage at this point. I was informed that Vonage is a paperless company. An oxymoron and an absolutely ridiculous term. Companies have been using that term since networking and emails. Please…no one has gone truly paperless. So the idea that there isn’t a contract or terms of agreement for the 499/0 min plan anywhere for me to look over seems really odd. At one point Sean said once I signed up for the service I would receive an email confirmation with all the details. Why would I want the details after I signed up for it? That doesn’t make any sense at all. I truly felt he was obfuscating the details of the contract. At one point he assured me that on June 3rd. when I cancelled service with Vonage under the new agreement of 499/0 min plan, the total fee would be $58.60 After questioning the math because it didn't add up. He stated that it would actually be more like $65.00 dollars. Ok now, what else don't I know? He then said that I couldn’t receive incoming calls (well I can't now anyhow so that didn't seem like too big of a deal) but all outgoing calls are 3+cents a minute. Another factor left out. Is there more you wonder, oh yeah, let me tell you. There is also a $10.00 dollar charge to even switch to this plan. Thanks Sean #24787, your a real employee kind of guy. (I’ve been on hold 44 minutes now 4/24/06)

Well I haven’t signed up for the 499/0 min plan. I would like to cancel this service ASAP, with no cancellation fee. Will Vonage do that?

Prompt attention to this matter would be appreciated. If you would like to contact me, I would really like you call me on the Vonage line 720-221-xxxx, but we would be disconnected in matter of moments. So my cell number is 303-882-xxxx

WOW, this just in, after being on hold for 58 minutes Keith # 23215 just picked up. Even though I was supposed to be transferred to advanced tech support, Keith just told me he works in billing. He said he would transfer me to tech support, I have just been disconnected while typing this sentence. Lets see if someone calls me back? 10 minutes, no one has called me back. Thank youVonage…
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PostPosted: Sun May 07, 2006 10:22 am    Post subject: Reply with quote Back to top

I'm sure it's frustrating to be on hold for so long, but you've posted this message in a forum that is not a part of the Vonage company, thus nobody here has access to your "ticket." You might want to read the very first message in this forum about what to post if you are having technical difficulties so people can help you better.

If you really want to cancel, you might want to just do it and then dispute the cancellation charged with your credit card company since you seem to have plenty of documentation that you never received the service as advertised.

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location: East Wenatchee, WA
fiber-optic connection, 14.8mbps down, 4.5mbps up
setup: fiber to house --> Netgear Wireless WGT624 --> 4 wireless/1 wired computer plus VTech IP 8100-2
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