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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:
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On Jul 17, 2016 at 23:42:46


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texasjudge
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PostPosted: Sun Apr 30, 2006 11:54 am    Post subject: Vonage Poor Customer Support..?? Reply with quote Back to top

I ordered my Vonage box last week and it came in on this past Thursday (4/27/06).

When hooking it up I noticed that the Green power light keeps blinking and when picking up the phone it says that my phone needs to be pluged into the #1 phone jack which it was already.

So I called Vonage Tech Support and they said that the blinking light means that my box isn't activated. So I asked why not and after checking they said that my Mac address was entered incorrectly on my account. It was around 7:30 pm on Thursday when they told me that it would be done by midnight that same night.

Well I stayed up all night waiting and still nothing. I called and tried to get them again and each time I called I was transferred to a so called higher tech person but no one could seem to be able to contact the correct person to fix my problem.

I have spoken to 11 people since this time and sent out 5 emails which NONE was answered and my problem still exists with a Green Power light blinking and NO Service on my Vonage box.

Is there some secret tech support number that I can dial to get in contact with the correct person to activate my Vonage box or does this company just have a SORRY tech support department. Has anyone else been having this POOR service also.

Today is Sunday and I'm really getting pissed....

Texas Judge...
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booma
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Joined: Apr 23, 2006
Posts: 171
Location: Andover, MA, USA, Earth

PostPosted: Sun Apr 30, 2006 1:14 pm    Post subject: Reply with quote Back to top

This is clearly poor support. To get someone to correct the MAC address in their database should only take a few minutes -- at most a few hours. This makes me wonder how long it takes them to change MAC addresses should I need to run to my local electronics store and but a new adapter should the one I have dies. Is there a process for activating a new adapter other than calling the seemingly inept customer service people?

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texasjudge
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PostPosted: Sun Apr 30, 2006 2:10 pm    Post subject: Reply with quote Back to top

UPDATE:

Finally got someone who called themselve a Supervisor on the phone today and my Mac address has been changed today but I still have no services because now after more troubleshooting today the supervisor noticed that I have a Linksys router configuration in my files instead of a Motorola which is what I have.

Now I'm told that this should be done by midnight Monday. When I ask what takes them so long he replies that this is out of his hands.

So I'm assuming that Vonage either have Lots of problems or only have 2 people in the entire organization working on technical problems.
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booma
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PostPosted: Sun Apr 30, 2006 3:21 pm    Post subject: Reply with quote Back to top

My guess is that the service call center is offshore, and that they have to put requests into peple in the US to change the server configurations. The people who work in the US only work Monday through Friday, I'm also guessing...

So why cant all of the configuration issues be handled by the CSR while you are on the phone? Seems to me that Vonage is hurting themselves by departmentalizing these functions. They are setting up queues to get work done rather than just getting it done. I'm speculating a lot on how they have things set up, but as a person who works in business process improvement, I see inefficiencies like this all the time. Maybe I should go work for Vonage and help them improve customer service!

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xnewuser
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Posts: 152
Location: Centennial, Colorado

PostPosted: Sun Apr 30, 2006 5:50 pm    Post subject: Reply with quote Back to top

I just made several calls (5 or 6) this morning for a total of over two hours on the phone conferencing between the Vonage technical "support" on one line and with REGULAR long distance rates to Japan on the other. This was in the wee hours (my time) this morning so it could be a reasoable time in Japan. I am a bit miffed with them as we were cut off several times and when I called back I had to go through the SAME troubleshooting process with a different guy that I just did with someone else just previously. Each time they were absolutely no help. Eventually (and reluctantly) they transfered me to the next level of "advanced" technical support (that I asked for up front) which then played a recording saying that it wasn't available and hung up. It's a good thing we are still on the 30-day, no questions asked guarantee period. For what should be a GREAT service, I'm very dissapointed at the lack of support.
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JimBob
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Joined: Feb 27, 2006
Posts: 33
Location: MidWest

PostPosted: Sun Apr 30, 2006 11:33 pm    Post subject: Customer Service? Reply with quote Back to top

888‑250‑1799 Direct to human.

This number is from the get human database and many people may know it by now but several months ago it got me right through to the New Jersey Technical Support Center which is understaffed to thsy the least.

You are pretty much on your own with Vonage except for the people on this site which is not affiliated with Vonage.

I have had one trouble after another for about a year and intend on porting over to Comcast Digital Voice for $10.00 per month additional.

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VonageTPA
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Joined: Jul 11, 2005
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PostPosted: Mon May 01, 2006 12:14 am    Post subject: Re: Customer Service? Reply with quote Back to top

JimBob wrote:
I have had one trouble after another for about a year and intend on porting over to Comcast Digital Voice for $10.00 per month additional.


There are a few good Voip providers out there who have good customer service. Before going with Comcast (which has their own set of problems), I'd suggest searching the 'net to see how providers stack up.

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texasjudge
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PostPosted: Mon May 01, 2006 8:15 am    Post subject: Reply with quote Back to top

UPDATE:

Call them again this morning using the "Get Human" phone number above (thanks) and now I'm told that it would be another 24 - 48 hours before my issue gets resolved..

Nice work....???
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booma
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Joined: Apr 23, 2006
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PostPosted: Mon May 01, 2006 8:21 am    Post subject: Reply with quote Back to top

I still don't understand how switching a MAC address or other database type changes takes 24 to 48 hours. The only scenario I can see is that they batch their changes once per day -- seems silly in this day and age of real time...

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riddler
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Joined: Dec 18, 2005
Posts: 83
Location: Tennessee

PostPosted: Mon May 01, 2006 9:30 am    Post subject: Reply with quote Back to top

Sounds like to me that someone dropped the ball when getting his order ready...
(wrong mac address)(wrong router configuration files)...

they must have just threw it in the box and said let him deal with it...
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