I am absolutely furious with the lack of customer service from Vonage. I have been a loyal customer for 2-1/2 years! Now, I have to disconnect because I'm moving and do you think I can get through on their disconnect line? H### no! Friday called 3 times and my hold time was from 51 minutes to 1 hour 20 minutes. Today, three times with an average of OVER 45 minutes.
Each time I call, which has had varied times, the same message drone says your wait time is over 25 minutes......The message does say that the wait time are shorter Tuesday through Thursday from 11:30 to 6:00 EST. I personally think that those are the ONLY dates and times someone will answer.
I'm due to be billed again on the 17th of the month and am at a loss as to what to do. You can't email them anymore, you can't understand 99% of the people that do answer the phone for other matters.
If it was me I would cancel my credit card or have the number changed. When enough people do this to Vonage maybe they will finally realize they need to do something about the horrific customer service. Good luck!
Forget cancelling the credit card -- Send a certified, return-receipt snail-mail letter to Vonage stating your desire to cancel. Then call up the credit card co and tell them that you've cancelled service and that you're still being charged. A bit tight on the time schedule for this month, but you'll have proof that you notified Vonage that you wanted to cancel.
_________________ ISP: Varies depending where I'm at. Vonage: Linksys RTP300 Router: IPCop 1.4.10 Phones: various Total calls since Jul 24, 2005: 4,794 calls Total Minutes since Jul 24, 2005: 25,552 minutes
I am absolutely furious with the lack of customer service from Vonage. I have been a loyal customer for 2-1/2 years! Now, I have to disconnect because I'm moving and do you think I can get through on their disconnect line? H### no! Friday called 3 times and my hold time was from 51 minutes to 1 hour 20 minutes. Today, three times with an average of OVER 45 minutes.
Each time I call, which has had varied times, the same message drone says your wait time is over 25 minutes......The message does say that the wait time are shorter Tuesday through Thursday from 11:30 to 6:00 EST. I personally think that those are the ONLY dates and times someone will answer.
I'm due to be billed again on the 17th of the month and am at a loss as to what to do. You can't email them anymore, you can't understand 99% of the people that do answer the phone for other matters.
Well thats a Vonage lie. I called today at 11:00am and waited until 2:30pm, still no answer. I was able to dial the number and listen to that wonderful music for over 3.5 hours (on what was supposed to be a 25 minute wait) Something must be done about this. It is a frikin joke.
KDWycha Vonage Forum Evangelist
Joined: Jan 19, 2005 Posts: 605
Location: Tampa, Florida USA (813)
Just curious, why do you need to disconnect your Vonage service? If you have no Internet access at all there and your only option is a POTS land line or cellular service, you can always have Vonage forward your calls to your new number. If you end up getting high-speed Internet then you can simply resume your Vonage service and put in an order to have Vonage switch you to a phone number closer to your physical area if needed.
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