Close to leaving ... any reason to stay?

Posts: 91 · Vonage Forum Senior Joined: Nov 26, 2004 Posts: 91

Hi all,

After 2.5 years with Vonage - I had a very bad experience getting my primary and virtual numbers swapped around.

Basically the CSR told me that it was an easy process, but he failed to inform me that it would take 48 hours+++! To make matters worse, I've lost access to my original primary number AND Vonage screwed up the transfer!

So 96 hours later ... my account #'s are all wacky and some old lady keeps calling asking for a non-existent person (no joke).

I keep calling Vonage support, but they keep saying they need to contact upper level support. The turn around time is HORRIBLE - over 24+ hours each request.

So any reason why I should stay?! Any other suggestions? I was thinking of Rogers Home Phone but it's much pricer Embarassed

Posts: 32 · Posted: Thu Nov 02, 2006 7:07 pm Post subject: iits up to you

well, i wouldn't say you stay or give up your service with Vonage, but if you already tried the service and you lasted 2.5 years with it,,,, maybe you got the best out of it...
and if you wanna go to another service, try them and compare your service, thats' what i did though... but with a different VOIP...

you decide! Very Happy

Posts: 120 · Member of the Week Joined: Aug 30, 2006 Posts: 120

I've read enough horror stories about number transfers, changes, etc, the I would never attempt one with Vonage.

If the service you had with Vonage was good, and you had no complaints, other then this recent number swap issue, then I'd stay and once this gets sorted out never make another change like that again Smile

I just left Rogers home phone service for Vonage 3 months ago, because of a flyer I got in the mail. It was offerring free unlimited long distance to *new* customers only. I got so peeved that I just couldn't stay. New customers getting almost $300 of free service in their first year, while no discount whatsoever was being offered to long time (7+ years) clients like me? Adios muchachos.. but hey, you'd be a new client so you could get their latest nifty specials.

I'm not a fan of any company that treats long time clients so poorly while giving everything under the sun to new clients. It just doesn't sit right with me.

Posts: 120 · Posted: Fri Nov 03, 2006 5:16 pm Post subject: Number transfer/porting

It sounds like number porting/transfer is really still in its infancy with Vonage.....maybe a few more years and it will be better, I used to work for Cable & Wireless UK, when they brought number port out in their UK franchises in the 90's what a mess it was.....we had disconnected people screaming at us left right and center.
Needless to say, Vonage havent yet got their porting rights with UK operators!

Posts: 91 · Vonage Forum Senior Joined: Nov 26, 2004 Posts: 91

I wasn't even porting a number! I was just switching my primary and virtual numbers around.

The CSR said it would be an easy procedure - but ha - you saw what happened.

In the end, I had to e-mail the president directly - he forwarded to an executive response team... and things were fixed in ~2 hours.

Vonage should really restructure the way their call center works - after seeing a customer had trouble with the intial request, they should have transfered me to a second level CSR directly to resolve the issue - it's stupid to have me call in every 24 hours to tell them the change was wacky.

Posts: 120 · Member of the Week Joined: Aug 30, 2006 Posts: 120

agreed. Sometimes call centers are the most frustrating aspect of any company.

I'm glad to hear they worked it out for you and that you stuck it out Smile

Posts: 226 · Vonage Forum Master Joined: Oct 15, 2006 Posts: 226

couldnt agree more and yes it can be frustrating at times, but the best recommendation i wanna give is just make sure they understand your problem and if possible enunciate the situation patiently.there are answers to those and accurate ones mind you. Wink