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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage Forum Archive
Poll

My local cable operator just began offering VOIP phone service for $39/mo unlimited. Why would they do that?
They are unaware that Vonage offers the same service for $24.99
28%
 28%  [ 2 ]
They know that Vonage customers will be willing to pay the extra money after experiencing Vonages inept customer service.
71%
 71%  [ 5 ]
Total Votes : 7

Author Message
sebgood
Vonage Forum Associate
Vonage Forum Associate


Joined: Dec 21, 2005
Posts: 12

PostPosted: Mon Jul 10, 2006 9:17 pm    Post subject: Any tricks on how to get Vonage to work on your ticket? Reply with quote Back to top

I have been using Vonage for years and the service always works great, BUT on 2 occassions I have had to ask customer service to do something for me and both times it has been a disaster.

The first issue took over 5 weeks to resolve.

Now I am on the 2nd issue: Combine my two Vonage accounts into 1 so I can use 1 device with 2 ports instead of 2 separate devices.

They said "No problem, that will be done in 48 hours but you can probably expect it to be done sometime tomorrow afternoon."

That was last Thursday. One of my lines has been disconnected since then and each time I call to check on it they say "There is no one working on that ticket yet."

This morning one guy just decided to make up a story and told me that he had someone working on the ticket and it would be done in 4 hours.

When I called just now to check again, they said no one was working on it. This time I got an honest guy who told me "This is just the way it is here, there's nothing I can do. If it still isn't done in 2 days, call back and start the process over again by opening a new ticket."

Anyone know any tricks on how to get them to actually DO something?
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holler
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Joined: Apr 27, 2005
Posts: 72

PostPosted: Tue Jul 11, 2006 6:16 am    Post subject: Ticket No? Reply with quote Back to top

Did you get a ticket no. Also would advise to call back.since Vonage has a separate priority queue if you are going to call multiple times to resolve same issue. By the way if one of the acct has been disconnected. it might have an outstanding balance to pay. Engineers work only if you clear off this balance on disconnected account.
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houuser
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Joined: Sep 04, 2003
Posts: 435
Location: Houston, TX

PostPosted: Tue Jul 11, 2006 6:56 am    Post subject: Reply with quote Back to top

Please add a third answer to the poll.

The cable company can charge more because people believe the "big name" is better.
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maryjane
Vonage Forum Evangelist
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Joined: Dec 22, 2005
Posts: 409
Location: Michigan

PostPosted: Tue Jul 11, 2006 7:52 am    Post subject: Re: Any tricks on how to get Vonage to work on your ticket? Reply with quote Back to top

sebgood wrote:

Anyone know any tricks on how to get them to actually DO something?


One trick would be make a call to cancel your service this will make them jump up to the plate.

Poll answer: I wondered the same, how can they charge $39.99 when they know Vonage charges $24.99 for the same type of service.

I think houuser is right on that one

_________________
Location......Michigan
ISP...............Comcast
Voip..............Vonage
Router..........Linksys RTP300 FV1.00.60
Modem.........Motorola SB5100
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sebgood
Vonage Forum Associate
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Joined: Dec 21, 2005
Posts: 12

PostPosted: Tue Jul 11, 2006 11:19 am    Post subject: Reply with quote Back to top

Sorry, I tried to add an option to the poll but I can't edit it.

Good suggestions though. I do have a ticket number and I've called in at least 6 times.

This morning I called account cancellation and the latest story is "Give it another 48 hours and we'll give you a free month of service."

Actually, that's a free month of no service because my line is disconnected until they complete this ticket.
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VonageTPA
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Jul 11, 2005
Posts: 1715
Location: Florida (usually)

PostPosted: Tue Jul 11, 2006 12:14 pm    Post subject: Reply with quote Back to top

You could always call up the corporate office claiming that you're interested in purchasing Vonage stock, but are very worried about their customer service. Then you can tell your story and they'll probably be a bit more receptive.

_________________
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
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sebgood
Vonage Forum Associate
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Joined: Dec 21, 2005
Posts: 12

PostPosted: Tue Jul 11, 2006 12:16 pm    Post subject: Reply with quote Back to top

If I tell them I'm interested in buying VG stock they will probably assume it's a prank call and hang up on me! lol
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navydavy2001
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Joined: May 26, 2005
Posts: 1125
Location: United States

PostPosted: Tue Jul 11, 2006 12:26 pm    Post subject: Reply with quote Back to top

sebgood wrote:
If I tell them I'm interested in buying VG stock they will probably assume it's a prank call and hang up on me! lol


Lol

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VonageTPA
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Joined: Jul 11, 2005
Posts: 1715
Location: Florida (usually)

PostPosted: Tue Jul 11, 2006 12:48 pm    Post subject: Reply with quote Back to top

sebgood wrote:
If I tell them I'm interested in buying VG stock they will probably assume it's a prank call and hang up on me! lol


bahahahahahahahahahahaha.

Good one.

You still might want to give corporate a call and let them know you've spoken with 6 representatives and you've STILL not received a resolution to your problem. I do know how frustrating it is. If I left it up to the Vonage tech support crew (through the normal proper channels), I'd still not have properly-working DTMF tones for my RTP300. (going on 11 months) Ended up talking with a few senior engineers who gave me a very interesting work-around and a few unusual options, which made Vonage even more useful to me.

_________________
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
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