I cannot get tech support to re-enable my adapter!

Posts: 132 · Vonage Forum Senior Joined: Apr 06, 2004 Posts: 132

So, for what it's worth, I spent another frustrating morning on the phone with Vonage. I was on hold three times. I managed to get into the tier 2 support queue on the first two attempts, but got disconnected each time after holding for a longish period of time.

On my third attempt, to my great surprise, I was finally able to speak to a person, but the fellow I spoke to had a strong accent, so I really thought I had been shuffled back to India.

As it turns out, he was tier 2 support, and I could hear his co-workers very clearly, in the background, and they sounded a lot like New Englanders.

Apparently, my call went all the way to India, then back to New Jersey because there was about a 3 second delay, and the audio quality was mushy, at best. I could barely understand the support guy at all, and I'm not sure if he was understanding me or not, as he was not very responsive. It may have just been his "way", since he was able to answer a few of my questions when I pressed for a direct answer. With this lack of communication, imagine my surprise when he solved the problem!

For all who go down this path, it seems that the secret was that the pending adapter replacement order had to be cancelled before my phone number could be re-assigned to my existing adapter. He then entered a new adapter replacement order, and that was it.

So, I was on hold for a total of about two hours on this particular day, and a combined total of at least eight hours for the whole incident, but ultimately, the actual solution only took about fifteen minutes.

Now, I still don't have my replacement adapter, but at least this particular chapter can be closed. The moral of the story? I guess it's just that it is hard for me to imagine the average Joe going through what I went through just for the privelidge of using the Vonage service. The only reason that I was able to do it is that I was able to work while I was holding, so I did not have to take off work just to spend eight hours on the phone with Vonage...for a simple error, on Vonage's part, that should have been resolved in the first fifteen minutes.

Posts: 433 · Posted: Tue May 23, 2006 9:52 am Post subject:

Are you trying to use "logic".. I wonder sometimes if that word has been replaced with _______________.
(You can fill in the blank).

Posts: 132 · Vonage Forum Senior Joined: Apr 06, 2004 Posts: 132

Update: My replacement phone adapter finally arrived yesterday...I haven't had a chance to try to get it hooked up yet..,'not looking forward to another call to tech support to get it turned on!

Posts: 164 · Posted: Wed May 31, 2006 9:23 am Post subject:

If you decide to blow up the old adaptor take a video and let us see it. We're getting used to it. But you have to use bottle rockets and have a dirt yard. Remember the phrase "bang for your buck"

Posts: 132 · Vonage Forum Senior Joined: Apr 06, 2004 Posts: 132

Yeah, that would be great fun in Vonage didn't want me to return the old adapter! I had to pay for the replacement AND they want the old one back...'doesn't seem right, to me.

I think Vonage does a lot of things as a matter of procedure that have no value. This would be one example. Refusing to activate a second-hand adapter would be another example.