Nightmare trying to disconnect from Vonage

Posts: 3 · New Forum Member Joined: Nov 16, 2005 Posts: 3

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.

VONAGE, please help

Posts: 54 · Full Forum Member Joined: May 08, 2006 Posts: 54

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!

Bob

Posts: 1715 · Posted: Tue May 16, 2006 12:18 pm Post subject:

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.

Posts: 400 · Vonage Forum Evangelist Joined: May 05, 2005 Posts: 400

Call this number and you will get results within 24hrs.

Jeff Citron (CEO) can be reached at 732-528-2600 option 2 then enter 248766 (No waiting on hold here)

Posts: 3 · New Forum Member Joined: May 16, 2006 Posts: 3

mslurk wrote:

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.

VONAGE, please help

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.

Posts: 605 · Posted: Tue May 16, 2006 10:19 pm Post subject:

You may want to set your alarm clock for 2AM or 3AM and then try calling then. The wait time may only be 30 minutes at that hour.

Posts: 3 · New Forum Member Joined: May 16, 2006 Posts: 3

effing a! 400 bucks?!??!?!?!

is it permissable to ask your credit card co. to just put a stop payment on the vonage account? I might go that route. Would that work?

Posts: 114 · Posted: Wed May 17, 2006 5:54 am Post subject:

TheGrizz31 wrote:

effing a! 400 bucks?!??!?!?!

Huh?

-Craig

Posts: 227 · Posted: Wed May 17, 2006 9:24 am Post subject:

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.

Posts: 7 · New Forum Member Joined: May 17, 2006 Posts: 7

That's 1 reason I use a "pre-paid" credit card. No money on it means they can't charge you if you don't want them to.