Sign Up At Your Peril

Posts: 12 · Vonage Forum Associate Joined: May 09, 2006 Posts: 12

On the face of it, this looks like a great product. Or so I thought when I signed up.

The phone adaptor came through very quickly and that is when it started to go pear shaped.

I could not get acceptable audio. I tried the self help pages on the website (call forwarding through router for example) to no avail. Even bought a 5 port ethernet switch to link the adaptor into my cable modem at a cost of an extra £23 - that didnt work either.

Tried calling Vonage technical service - you get patched through to the US. Kept in a hold queue for 28 minutes before I hung up. Tried several other times over a couple of days - same result. So, almost 2 weeks into to my 14 day money back period and I have been unable to make a call and been unable to get technical support.

I called today to cancel my service - the website doesnt give you the option to do this by email. That would usually mean because they want to talk you out of it. Not in this case. I spoke to a front line rep who took the details of the cancellation but said I would HAVE to speak to account management to finalise the cancellation. He put me through to a hold queue. 10 minutes later I was still holding. I hung up and redialled and got the same rep. I told him I didnt want to speak to anybody else JUST GIVE ME MY CASH BACK AND TELL ME WHERE TO SEND THE ADAPTOR! His reply is that only account management can cancel an account and can they call me back. 7 hours later and, you guessed it, no call back.

I have finally sent an email through the website on the pretext I have a technical issue, in the hope that somebody with a brain will read it and take the appropriate action.

In summary - this company's customer service stinks. They offer a 14 day money back gurarentee but make it extremely difficult for you to cancel. I know it is a low price service and you get what you pay for, but at the very least I would expect that they would provide a reasonable technical service for you to get up and running with the service in the first place.

My thoughts of Americans and their top notch service culture have certainly taken a dent........

Posts: 55 · Posted: Mon May 15, 2006 7:57 pm Post subject:

ive been using Vonage now for over a year now and i think their customer service is great and they are very helpfull

ok granted it takes time to get through they provide a freephone number so you dont have to pay for the call.

Posts: 76 · Vonage Forum Senior Joined: Oct 17, 2005 Posts: 76

Think you must have been very unlucky Gordy. I've found Vonage tech support were excellent. They answered my calls often after one or two rings and were happy to stay on the line for ages trying different solutions to my problem. One of these was me trying to get a modem do understand caller id on the line and the tech support guy tried all sorts of different caller id standards in order to put one out that my modem understood. You wouldn't find BT offering that level of help.

People here are very keen to help anyone having a problem too.

Posts: 55 · Posted: Tue May 16, 2006 8:38 am Post subject:

bassplayer wrote:

Think you must have been very unlucky Gordy.

lol i said i liked Vonage i think you ment the above post for the other person Wink

Posts: 45 · Full Forum Member Joined: Mar 07, 2005 Posts: 45

I am not sure what's happening at Vonage over the last few days but normally they are good at answering the phone even if you get some damm foreign call centre where they can't understand english.

However,

I have been trying for the last few days to get hold of tech support.....there's just no-one there.....

calling Vonage .....anyone there?

Posts: 55 · Posted: Tue May 16, 2006 6:48 pm Post subject:

i called them during the week and got through ok having said that it was like 1 or 2 in the morning.

Posts: 45 · Full Forum Member Joined: Mar 07, 2005 Posts: 45

I didn't try at 1am in the morning....can't think why...

Very Happy