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BirdDoh
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PostPosted: Sat Jun 10, 2006 5:38 am    Post subject: Another One Bites The Dust - I Cancelled Vonage Reply with quote Back to top

I tried folks, I tried to be the better man and stick it through with Vonage, but I just couldn't take it anymore.

The customer service is simply horrific. I thought it wouldn't happen to me, but it did. My friend has Vonage and worked perfectly for him, but he never once had to speak with the customer service department and there lies the difference between my experience and his.

The problem with getting my current phone number transferred and their BS excuses of why they couldn’t do it was the telltale sign of things to come and therefore I cancelled Vonage while I was ahead. The back and forth e-mails and calls of this and that I couldn't waste my time any further with this company. My hours gone for what? Saving $15 a month my time is just too important for monkeying around.

Canceling Vonage was a NIGHTMARE. Nightmare is an understatement, it was HELL. Hours upon hours of holding and talking to representatives that spoke either little English or English with a foreign dialect that is hard to understand. Giving me the run around for more hours with wrong phone numbers and transferring me here and there. I simply HAD ENOUGH and could not wait to get this over with.

After going through their vine, I finally reach get to their last line of defense, their canceling agent. Unfortunately, my blood is boiling at this point, but the representative was articulate, very sweet and funny on the phone. So I couldn't express my anger at her or could I? I decide to be a gentleman and hold it so I could express my experience on the internet where it could reach a bigger audience.

I want to thank all those that helped me on this forum as I deeply appreciate their responses. Even though I may not be with Vonage anymore I hope my post gives an insight for you folks that want to get onboard with the Vonage craze.

Vonage users that do not have any problems continue on as always. I, on the other hand heeded other peoples opinions, experiences and hassles with the company and decided to bail when I could still get my complete refund.

Thanks again!
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clave665
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Joined: Nov 28, 2005
Posts: 70

PostPosted: Sat Jun 10, 2006 8:22 am    Post subject: The two directions Reply with quote Back to top

You notice the overall direction(s) of most of these threads? It's quite simple, and it shows the overall philosophy of Vonage:

If Vonage works, it is indeed a wonderful thing. Can't beat the price.
If you have problems and have to call, you're in for a rreeeaaallll treat. Hold times, language barriers (it it REALLY the best business model to outsource, paying less to staff but losing with repeat calls (SIP #, anyone?) and customer frustration?) and contradictory/arbitrary billing policies? Return a router on time and still get charged $100 cuz Vonage's system tracking can literally take weeks.

You see it in the financial articles, too. Vonage spend is money on marketing and new customer acquisition, not support. Look at the Classifieds: Vonage advertises for CS and TS EVERY week. Wonder about that?
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hookbill
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Joined: Jan 12, 2006
Posts: 168
Location: Northeast Ohio

PostPosted: Mon Jun 12, 2006 6:57 am    Post subject: Reply with quote Back to top

The phone number transfer problem isn't limited to Vonage. My wife is in the process of changing her work wireless phone from Nextell (another phone company with "issues") to Verizon. Verizon told her upfront while they could eventually get her number ported over, it would probably take some time.

In her case it's just a simple matter of sending out the new number to everyone on her email list.

At least Verizon didn't snow her. I'm not saying Vonage does but I see that discussed so often here in this forum.

Oh and for what it's worth when I tried to port my old home phone number to Vonage (I did it on line, no humans involved) I got a big NO CAN DO. Smile

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dont
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PostPosted: Tue Jun 13, 2006 1:34 am    Post subject: how do i cancell successfully? Reply with quote Back to top

I am experiencing the worst headaches trying to cancel. If anyone that has done it successfully could give me some tips I would appreciate it. this has been the absolute biggest joke of a company I've ever dealt with. I cannot count the number of e-mails and ineffective calls to customer service I've encountered! Also if anyone knows of any legal action that we could take? thanks
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clave665
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PostPosted: Tue Jun 13, 2006 6:00 am    Post subject: Not so simple. Reply with quote Back to top

hookbill wrote:
In her case it's just a simple matter of sending out the new number to everyone on her email list.

At least Verizon didn't snow her. I'm not saying Vonage does but I see that discussed so often here in this forum.


One of the biggest complaints for billing is the Temporary Virtual Number assigned during LNP. A lot of customers DO NOT want to go to the trouble of giving/taking back the VN to their friends - and feel (wrongly, unfortunately) that their billing should only begin when their TN is transferred.
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hookbill
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PostPosted: Tue Jun 13, 2006 6:18 am    Post subject: Re: how do i cancell successfully? Reply with quote Back to top

dont wrote:
I am experiencing the worst headaches trying to cancel. If anyone that has done it successfully could give me some tips I would appreciate it. this has been the absolute biggest joke of a company I've ever dealt with. I cannot count the number of e-mails and ineffective calls to customer service I've encountered! Also if anyone knows of any legal action that we could take? thanks


I'd feel sorry for you if I had any idea why you were cancelling and exactly what you are experiencing when you've attempted to cancel.

Do they still have a cancellation person that you have to talk to?

My suggestion is do a search under CEO and see if you can't find a telephone number to help you.

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rolands
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Joined: Feb 15, 2005
Posts: 87

PostPosted: Tue Jun 13, 2006 6:37 am    Post subject: Re: how do i cancell successfully? Reply with quote Back to top

dont wrote:
Also if anyone knows of any legal action that we could take? thanks


Take it easy. How can you justify suing because of bad service? Everyone would be sued. You cannot force a company to have good service (although it should be their obligation to the community).

I understand that when Vonage's service is good, it's very good. And when it's bad, it's very bad. My brother in Clearwater hasn't had Vonage service in more than 24 hours because Tropical Storm Alberto has caused intermittent and spotty broadband service. For him, what Vonage has to offer still exceeds the occasional bumps in the Voip road.

Needless to say, this reinforces my belief that suing is the American way.

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Roland
Vonage User Since: January 23, 2005
ISP: Insight Broadband (IN) - 10Mb/1Mb
Vonage Hardware: Linksys WRT54GP2
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rolands
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Posts: 87

PostPosted: Tue Jun 13, 2006 6:41 am    Post subject: Reply with quote Back to top

hookbill wrote:
The phone number transfer problem isn't limited to Vonage. My wife is in the process of changing her work wireless phone from Nextell (another phone company with "issues") to Verizon. Verizon told her upfront while they could eventually get her number ported over, it would probably take some time.


I thought it was a federal mandate that mobile-to-mobile porting was to take no longer than 2 hours. Am I mistaken?

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Roland
Vonage User Since: January 23, 2005
ISP: Insight Broadband (IN) - 10Mb/1Mb
Vonage Hardware: Linksys WRT54GP2
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hookbill
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Joined: Jan 12, 2006
Posts: 168
Location: Northeast Ohio

PostPosted: Tue Jun 13, 2006 12:39 pm    Post subject: Reply with quote Back to top

rolands wrote:
hookbill wrote:
The phone number transfer problem isn't limited to Vonage. My wife is in the process of changing her work wireless phone from Nextell (another phone company with "issues") to Verizon. Verizon told her upfront while they could eventually get her number ported over, it would probably take some time.


I thought it was a federal mandate that mobile-to-mobile porting was to take no longer than 2 hours. Am I mistaken?


I don't know. I just know what she told me.

She's getting a Blackberry so maybe that's why?

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theshine
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PostPosted: Tue Jun 13, 2006 1:37 pm    Post subject: Reply with quote Back to top

Their customer service department **** really bad. The worst thing about it is, if they would just let me cancel (it's a long story that is posted here under "Cancellation Problems") I would be fine with them. I am just cancelling because we do not use that line at all. But the headache I've gone through already, and the fact that I still can't cancel my service leads me to recommend everyone I talk to not to use Vonage. If the cancellation was easy, I'd still recommend them to people. The phone service was fine. It's a shame that their customer service is costing them many, many new accounts.
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