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tattoohead
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Joined: Sep 22, 2006
Posts: 6

PostPosted: Fri Sep 22, 2006 6:46 pm    Post subject: Charging me extra for phone # Reply with quote Back to top

Check this out...I signed up for Vonage on Sept 6, before that I was using Time warner's phone plan with my cable Internet ($39.99).

Vonage told me they could transfer my old #...after 2 weeks they called and said they can't...2 weeks of having 2 phone #'sa and higher bills..

After that, the person on the phone assigned my "virtual temporary #" as my permanent #....he didn't bother checking to see if it was a local prefix. Come to find out, my neighbors have to dial long distance to call me... Eek

I got on the phone with Vonage customer care tonight(India first - got transferred to US after 30mins..) All I wanted was a prefix that was local to my area. The first guy told me the only way to fix this would be to cancel my acct. - I should have taken his advice.. Exclamation

The lady on the phone this time says "I can get you a new local # but it will cost $9.95 + tax"....What is up with that Vonage???

When I was on the phone with customer care about my original # not being able to be transferred...he should have checked to see if my temp. # was local before assigning it to me permanently shouldn't he..? Now I have to pay an extra 10 bucks because of a mistake one of your reps made!!

I wonder if any reps will answer this...instead of just saying something like "that's an automated process"....
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holler
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Joined: Apr 27, 2005
Posts: 72

PostPosted: Fri Sep 22, 2006 7:17 pm    Post subject: LNP Reply with quote Back to top

Hi,
Its very distressing to hear and i agree totally to your views. Well the first thing -> the virtual number is automatically assigned by the system - when you first sign up for lnp at initial Signup. So the system sometimes assigns such numbers randomly. Another thing is since it was a system fault., Vonage will very well give credit for that and change your number free of cost. Ask for a supervisor next time and keep up your cool to the sup while explaining what hapened exactly .
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tattoohead
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Joined: Sep 22, 2006
Posts: 6

PostPosted: Fri Sep 22, 2006 7:27 pm    Post subject: Reply with quote Back to top

You bet I'll do that...but I'll wait until Monday during business hours so I don't have to get transferred all over.

It just made me mad that the rep would even think about charging me since it wasn't my fault....I dunno...2 days 'til Monday.
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xcrunxc
Vonage Forum Evangelist
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Joined: Aug 04, 2006
Posts: 414
Location: New Jersey

PostPosted: Fri Sep 22, 2006 11:49 pm    Post subject: Reply with quote Back to top

tattoohead wrote:
You bet I'll do that...but I'll wait until Monday during business hours so I don't have to get transferred all over.

It just made me mad that the rep would even think about charging me since it wasn't my fault....I dunno...2 days 'til Monday.


Why would waiting until Monday be any better? Vonage is open 24 hours a day 7 days a week. On a week day you may even get transfered around more, as all of Vonages outsourced call centers are fully staffed. Their NJ location is where you would want to end up, and that is fully staffed every day including weekends.
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rgnok
Vonage Forum Master
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Joined: Jun 12, 2006
Posts: 174

PostPosted: Fri Sep 22, 2006 11:56 pm    Post subject: Re: Charging me extra for phone # Reply with quote Back to top

tattoohead wrote:
a mistake one of your reps made!!


I feel for your problem, but please be aware . . . THIS forum is NOT an official Vonage forum, it is privately owned and run.

Keep us posted on how it works out!
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JPElectron
Vonage Forum Associate
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Joined: Feb 21, 2006
Posts: 13

PostPosted: Sun Sep 24, 2006 5:08 pm    Post subject: Reply with quote Back to top

This same thing happened to me...

Ported a number from another Vonage account (my father's) to mine - got assigned what they call a "dummy number" in the Washington DC area code (nowhere near me) - 3 weeks later, finally the other number got into my account, and the dummy number went away. The number worked as line 2 on the ATA, but would not show up when logging into the web account. 2 weeks later I got the number to show up in the web account (and can now get voicemail online) - but now they have been charging me for this second number twice - once as the Ulimited plan, as it is, and again as a 500 plan - it says it's for the same number right on the invoice.

Automated process or not, this is broken - a simple error checking that a customer is being billed twice for the same number would catch this. Unfortunate that I have to be the one to call and resolve it. Sad
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tattoohead
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Joined: Sep 22, 2006
Posts: 6

PostPosted: Mon Sep 25, 2006 6:20 am    Post subject: Reply with quote Back to top

I called and pushed the button for asking for a credit on my account...the guy I talked to looked at my account and gave me a credit with no problems.

@JPElectron...I have my new local #...the first virtual # and my old original phone # all listed on my Vonage acct....can get quite confusing at times...I don't know why they don't take those other two off..and I hope I don't get charged for having either on there...cause I'm only using one.

But anyways...so far, so good...they gave me my credit..and I had to turn down the quality meter one notch via the Web interface cause the jitter was too high...but other than that..working good.
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midnyt_sun
Vonage Forum Junior
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Joined: Sep 02, 2006
Posts: 36

PostPosted: Mon Sep 25, 2006 2:34 pm    Post subject: Reply with quote Back to top

JPElectron wrote:
but now they have been charging me for this second number twice - once as the Ulimited plan, as it is, and again as a 500 plan - it says it's for the same number right on the invoice.

Automated process or not, this is broken - a simple error checking that a customer is being billed twice for the same number would catch this. Unfortunate that I have to be the one to call and resolve it. Sad



did u downgrade ur plan from the unlmtd plan to the basic 500 plan after ur bill cycle date end?

if so then u will be billed in advance for the new plan.....

if not then u have to call credit request dept for them to give u the credit...
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