re-signed up with vonage

Posts: 2 · New Forum Member Joined: Oct 04, 2006 Posts: 2

Hello, I'm writing this because I just resigned up with Vonage after cancelling about 3 months ago because I was moving to an area that did not have cable/dsl. Well, I moved back and just wanted to re-activate my old router. I called because there was no option to do this online, and I got stuck talking to someone who I had to ask to repeat virtually everything they said, and they asked me for the same information over and over again. I repeatedly told them that I had an old router from my old account. The service rep looked up the old account and said ok. This entire process took about 45 minutes because the person I talked to had such horrible broken english that I could barely understand them.

So after all this, I get my receipt, and what does it say? YES!!! it says i've been charged for the router and shipping. So I immediately realize that this lady did absolutely nothing about using my existing router(she didn't even ask for the MAC). So I call Vonage up and talk to someone who then transfers me to someone who can help. This person refunds me the cost of the shipping but says that they will have to transfer me SOMEWHERE ELSE to help me with the phone not working. By now I have been on the phone with Vonage for almost an hour and a half. After I get transferred and wait on hold for 30 minutes my cell phone dies. Total call time 2 hours.

At this point I cant even stand talking to the people over the phone so I send an email, get an instant canned response that says to reply to it if the FAQ doesn't answer my question, so I copy and paste my original email into the reply and send it again. I still have no response from Vonage. I'm getting so angry I don't think I would ever reccomend this service to ANYONE ever again. Please get someone to email me back, ASAP.

Posts: 36 · Vonage Forum Junior Joined: Sep 02, 2006 Posts: 36

Try emailing them about this using the forum link (menu, top left, Vonage Information/Contact support).This route gets special attention as we've been told.

Posts: 448 · Posted: Wed Oct 04, 2006 2:50 pm Post subject: Re: re-signed up with vonage

twucetich wrote:

Please get someone to email me back, ASAP.

You do realize this is an independent forum not run by Vonage, right? Vonage reps periodically lurk here, but if you are expecting a guaranteed response, don't hold your breath.

Posts: 2 · New Forum Member Joined: Oct 04, 2006 Posts: 2

I used both the form and a regular email, they still haven't contacted me. And I'm not holding my breath, but instead hoping they see this before I get mad enough to call them. This customer service is just completely horrible. I will never recommend Vonage to someone because of it.

You call them, and get put on the phone with someone in a call center in india who you can barely understand, OR you email them and don't get a response. I don't like either of those options.

Not to mention that many people getting a phone don't have a phone to call them with, I feel really sorry for the people that RELY on Vonage to respond to their emails.

Posts: 4777 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4777

If you want to try calling again, I believe 888 250 1799 gets support in New Jersey.

Posts: 172 · Vonage Forum Master Joined: Apr 19, 2006 Posts: 172

Everytime you sign up for Vonage over the phone it's an sop that they would give u a new router coz that is the how they sell the product to you. For just activating your old account with Vonage you'd still be charge more or less of the same fee except that what they could do to lessen the cost is to waive the one-time activation fee but you'd still have to pay the $10 so better yet have something sent to you anyway the equipment is free plus also you have to go through the recording again as still it's vonage's sop.