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maryjane
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Joined: Dec 22, 2005
Posts: 409
Location: Michigan

PostPosted: Tue May 30, 2006 5:15 pm    Post subject: Re: Cancelling is NOT so simple. Reply with quote Back to top

blakadher wrote:
clave665 wrote:
Customers terminating past the 30 days, even when it was noted that they first tried before, will be stuck with the termination fees.

It's not even 30 days anymore - it's 14 according to the latest TOS posted on Vonage.com.


Wow I just checked and you are right.

_________________
Location......Michigan
ISP...............Comcast
Voip..............Vonage
Router..........Linksys RTP300 FV1.00.60
Modem.........Motorola SB5100
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maryjane
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Dec 22, 2005
Posts: 409
Location: Michigan

PostPosted: Tue May 30, 2006 5:17 pm    Post subject: Reply with quote Back to top

navydavy2001 wrote:
Don't feed the trolls, Mary. Now they can go find it out themselves. I don't help people who blast me after .05 seconds here.


Decides Dave is right..

zips up.

_________________
Location......Michigan
ISP...............Comcast
Voip..............Vonage
Router..........Linksys RTP300 FV1.00.60
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blakadher
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Dec 23, 2005
Posts: 476
Location: Vancouver, WA

PostPosted: Tue May 30, 2006 5:38 pm    Post subject: Reply with quote Back to top

maryjane wrote:
navydavy2001 wrote:
Don't feed the trolls, Mary. Now they can go find it out themselves. I don't help people who blast me after .05 seconds here.


Decides Dave is right..

zips up.

I'm not sure it was trolling. I've never tried to cancel and at this point I'm about 50/50 on whether I want to, but it does bother me that it's such a hassle for some people to cancel.

I know we never hear about the people who had no trouble cancelling, but the rate we do hear about long hold times, no callbacks as promised, etc. etc. about people trying to cancel is not a good omen. I haven't heard of people having to wait for an hour on hold to start service with Vonage (and that would probably make most people wonder if it's a good idea).

You should definitely have the option of cancelling online instead of having to call and talk to someone. I understand Vonage's reasoning behind this (try to talk the customer out of cancelling), but if they truly have such high call volumes they need to start building other avenues for customers to utilize. This really reminds me of back when I used AOL (shudder) and decided to cancel. Man, what a chore that was.

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butterman
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Jan 29, 2006
Posts: 323

PostPosted: Tue May 30, 2006 5:58 pm    Post subject: Reply with quote Back to top

blakadher wrote:
maryjane wrote:
navydavy2001 wrote:
Don't feed the trolls, Mary. Now they can go find it out themselves. I don't help people who blast me after .05 seconds here.


Decides Dave is right..

zips up.

I'm not sure it was trolling. I've never tried to cancel and at this point I'm about 50/50 on whether I want to, but it does bother me that it's such a hassle for some people to cancel.

I know we never hear about the people who had no trouble cancelling, but the rate we do hear about long hold times, no callbacks as promised, etc. etc. about people trying to cancel is not a good omen. I haven't heard of people having to wait for an hour on hold to start service with Vonage (and that would probably make most people wonder if it's a good idea).

You should definitely have the option of cancelling online instead of having to call and talk to someone. I understand Vonage's reasoning behind this (try to talk the customer out of cancelling), but if they truly have such high call volumes they need to start building other avenues for customers to utilize. This really reminds me of back when I used AOL (shudder) and decided to cancel. Man, what a chore that was.


While I agree with you 100% that it would be nice to be able to cancel this is not the part that I fault Vonage for. If I were to I would have to add them to the list of almost every other type of service that requires a phone call even when they take new customers on-line. I recently moved and had to shut down services and I can't think of one of the services that allowed me to submit a cancellation on-line.

Where I do fault Vonage is for the pain that is required to actually cancel. While I have not gone through this myself the pain people seem to have to go through seems much worse than the AOL process which I did have to go through many years ago.

I guess I am fortunate that I am a happy Vonage customer and do not need to worry about the C.S. problems in general at this time.

(No doubt I've cursed myself by saying this. Smile )

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ChrisFix
Vonage Forum Master
Vonage Forum Master


Joined: Sep 06, 2005
Posts: 282
Location: North Carolina

PostPosted: Tue May 30, 2006 8:55 pm    Post subject: Reply with quote Back to top

In fact, the easiest way (although very poorly advertised) to cancel AOL was to FAX in you cancellation - didn't have to speak with anyone and it worked on the first try.

There is no reason to make it painful to cancel - these are customers who are already lost for now, and when you make it that difficult, they are lost forever.
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gburg
Full Forum Member
Full Forum Member


Joined: Jul 17, 2005
Posts: 48

PostPosted: Wed May 31, 2006 4:31 am    Post subject: Reply with quote Back to top

So, I see a lot of snipping here but no solution.
I need to cancel because I JUST DON'T NEED the service anymore.

What is my best course of action, short of sitting on the phone for an hour or so.

Thanks

Gburg
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damutha
New Forum Member
New Forum Member


Joined: May 15, 2006
Posts: 3

PostPosted: Wed May 31, 2006 8:38 pm    Post subject: Reply with quote Back to top

I canceled today by calling the number mentioned above; message told me the wait was approximately 25 minutes, and that turned out to be pretty accurate. The rep asked why I was canceling, and when I told her my connection (Comcast cable in MA) was too flaky and the service just wasn't working out for me, she asked whether I was interested in learning about other ISPs, or would like to suspend my service at no charge for 4 months while I looked for a better connection. I said no thanks, and she canceled me right away. Took about 2 minutes, and my account showed up as disconnected on the website. Will be charged the standard $39.99 fee.

Overall, I'm bummed that my Vonage experiment didn't work, but frankly I don't have the time or the inclination to troubleshoot my Comcast connection enough to get it working consistently. It's worth the extra $25/month for Verizon and no complaints from the spouse (and every person who talked to us and couldn't hear what we were saying for 15 seconds at a time).

Good luck to everyone else.
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marciam
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New Forum Member


Joined: May 26, 2006
Posts: 9

PostPosted: Thu Jun 01, 2006 1:29 am    Post subject: Reply with quote Back to top

This may sound old fashioned, but what about writing a letter and mailing it? I know we are a computer generation with online banking, online purchasing, online everything but snail mail still works doesnt it? Or under TOS does it state you can't notify them of cancellation in writing?

Marcia Party
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clave665
Full Forum Member
Full Forum Member


Joined: Nov 28, 2005
Posts: 70

PostPosted: Thu Jun 01, 2006 6:21 am    Post subject: Reply with quote Back to top

marciam wrote:
This may sound old fashioned, but what about writing a letter and mailing it? I know we are a computer generation with online banking, online purchasing, online everything but snail mail still works doesnt it? Or under TOS does it state you can't notify them of cancellation in writing?

Marcia Party


Vonage really doesn't do anything on paper. And good luck cancelling via email. At certain points there are THOUSANDS of cancellation requests in a queue.
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vdubb
New Forum Member
New Forum Member


Joined: Jul 16, 2006
Posts: 1

PostPosted: Sun Jul 16, 2006 1:04 am    Post subject: Cancelling the service - please help! Reply with quote Back to top

Please tell me how to get this service cancelled. I called, agreed to the cancellation fees, and they are still drafting my account! Somebody should report this!!!!
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