Consider this feedback on service. In summary, Fair, but the information here I believe is very important to the structure and handling of issues at Vonage.
As a customer since early 2005, I've had mostly great call quality, Virtually no call loss. I am satisfied with the quality of phone calls, unlike many posts on here.
When Vonage was first available to my area, I was assigned a phone number that was long distance to anyone without regional calling (my mother).
After placing several hour-long calls, I was made aware of a new number I could use for my mother. This new line was added to my account for a fee, and cost a considerable amount more to have (around 6 bucks plus tax, etc).
After about two months, I decided to eliminate the secondary line fee and use the new number as my primary number. (Which a Vonage engineer stated was possible)
I emailed Customer Support about 3 times only to get responses such as "You cannot change a virtual number to your primary number, etc".
After about an hour and a half on the phone, literally arguing with Customer Support, I got hold of an engineer that said it was possible, but he'd have to assign me a temporary phone number in order to accomplish this.
Up to this point, I was frustrated with Support, but not upset with the company. As a professional in Customer Service, I expected some difficulty in a relatively new service such as "Virtual Numbers", etc.
However, since the assignment (and removal) of the temporary number, I continue to receive emails about the temporary number having Voicemail.
There is no way to change my settings for that number because it has been removed from my account.
I never asked Vonage to send me voicemail reminders for that number.
I have emailed Vonage dozens of times, and placed support calls, yet I still receive these emails.
Curiously, I logged into the Voice Mail account with the default (new account) PIN, and the Voicemails are for someone who owned the number previously.
The claim from Customer Support is that they are trying to contact the gentleman to change his preferences, which common sense can tell us, will never happen.
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