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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage Canada
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PostPosted: Wed Nov 01, 2006 5:29 pm    Post subject: Customer Care Nightmare Reply with quote Back to top

I have recently become a Vonage customer and I am utterly disappointed in the service I have received.

When I initially signed up for the service I was given incorrect information by an associate from the very start. I specifically asked two key questions that were conditions for me utilizing the service.

1. That an International call block would be available to block calls overseas whilst still making available select countries that were free of charge.
2. That I would be able to call certain countries for free.

In both of these cases incorrect information was given to me by an associate.
When asked about the call block option she was not sure if your service could actually do what I requested. She then proceeded to check if it could be done, After a few minutes of double checking with whom ever she said “yes our service can do that” this as we both now know be cannot be done.

Secondly she volunteered the information that England would be a calling option. She did not indicate cell phones were not part of the free calling plan. She just indicated England would be free. I even went as far as asking her again and she confirmed her statement with no mention of these restrictions of this option.

My actions were based on incorrect information related to me by your associate and as a result I am experiencing discrepancies. Adding insult to injury I am receiving some of the worst customer service I have encountered , and I should know I have a customer service background. No one has apologized for the incorrect information that was given to me additionally, I have not be contacted by the "team leaders" and mangers after they have promised to “get back with me”

Team leader Daniel has specifically been slow in getting me key information and has treated my issue very trivially. It is approaching two weeks since I have contacted Vonage about this problem and I not received a resolution to this matter; this is utterly unacceptable.

It is my hope that this letter reaches someone in the company that can assist me and rectify the errors in my bill. If any one has any suggestions or persons of interest that I can contact in this matter it would certainly be an enormous help.

Chad Felix
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PostPosted: Fri Nov 03, 2006 8:40 am    Post subject: Reply with quote Back to top


a quick look at the 'rates' page at:

details the exact cost of each call, and which calls are free. You'll see the UK cell phones are not free.

The link on their frontpage for details on the 'free europe' calling also states clearly that cell phones are not included:

However, getting incorrect information can be frustrating, but not uncommon. I've received bad information from pretty much every service I have. Videotron, rogers home phone, rogers cell phone, virgin mobile, my car dealership, you name it, they have all given me bad information at one time or another.

You do have a 30 day guarantee to cancel the service, therefore I would use that if you are not satisfied.

It's unfortunate, but customer service departments have high turn over, and more often then not you are speaking to someone that has not been on the job that long, or someone overseas who may not have a good grasp of the language Rolling Eyes

Bye Bye Bell.. it's been a slice!

Location: Montreal, Quebec
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PostPosted: Fri Nov 03, 2006 11:12 pm    Post subject: Reply with quote Back to top

this forum isn't associated with Vonage directly, (it's not owned or opreated by Vonage) so not likely that someone at Vonage will read this enough to pay attention anyways..

all the info you were interested in, is clearly on their website, it has been since the day at Vonage started to offer the free LD to some EU Member States.. their web site has correct info, much better than their CS reps..

everyone (cell phones, landlines, Voip, etc) charges more for calls to Cell Phones in other countries, pretty much everywhere except Canada and The US charge the callers for making cell phone calls, even if a local call within that country.. the mobile gets all incomming free.. it's called "Caller Pays"..

if you're not happy, cancel your service.. I think you may even have 60 days (for some reason i remember posting about this from a newsletter this past summer) with Vonage Canada, but I'm not sure.. 30 is for sure..

Using Vonage (RT31P2) since Jan 05
on Rogers Cable -- 1M/256K

** Notice, has been purchased by google.. they are now 'invite only' .. PM me if you would like an invite..
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PostPosted: Wed Nov 08, 2006 5:52 pm    Post subject: eh Reply with quote Back to top

right on webfors on the international call rates.i do believe its stated in the TOS ( terms of service). have to painstakingly read it. i did. saved me on the hassle Wink
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