Changing to another promotion causes problems

Posts: 12 · Vonage Forum Associate Joined: Oct 05, 2006 Posts: 12

At the moment i am on £7.99 /month Residential Unlimited Promotion

So shall i try and phone again and see if the next person does not charge me a £25 disconnection fee???

Thanks Smile

Posts: 29 · Posted: Mon Dec 25, 2006 7:48 am Post subject:

Definitely phone again.

It took me 3 attempts to find someone that knew what i wanted to do. and then it took me 3 attempts to find someone in account services that knew what the salesteam was talking about.

good luck

Posts: 12 · Vonage Forum Associate Joined: Oct 05, 2006 Posts: 12

Am going to phone again but did you request to keep your old number as well. Because i want to keep that is the reason i have to disconnect and reconnect. Otherwise they could just open a new account with a new number but then i have to hand out my number to everyone again and i honestly cant be bothered to go through that all again

Posts: 12 · Vonage Forum Associate Joined: Oct 05, 2006 Posts: 12

Right i just phoned up twice... Was told to phone tommorow toa ccount management which are closed today.

First one said i would have to pay a fee and 2nd one wasnt sure. They did say that the offer woul end in the next couple of days though.

I'm going to phone back tommorow and see what they say. I'm not hopeful at all though, have to be lucky to get a person who doesn't mention the disconnection fee Sad

.

Did you keep your old number is the only thing that seems to be stopping me for getting this without paying that fee..

Posts: 29 · Posted: Tue Jan 02, 2007 6:41 am Post subject:

I kept same numbers. That is why they wanted me to open a new account to move my existing numbers to. I do not know why Vonage make it so complicated for themselves and their customers.

Posts: 11 · Vonage Forum Associate Joined: Oct 24, 2005 Posts: 11

I called before New Years, and they said I had to call account management, which was closed for the day. They told me to try again on the 3rd of January.

So on the 2nd, I called again, during UK hours, only to hear that the system was being updated and I had to try two hours later.

I tried two hours later, to be patched through to the Canadian Account Management cluster, only to be told that they don't have the required tools to make the change, and that I had to call UK Account management during UK hours before 11PM GMT. Alternatively, I was told I could buy a new line through the new plan, and that they would then merge my old and new accounts to the new plan. Given that this was entirely different from what others on this forum had done (i.e. account management changing you versus you buying it yourself), I've decided to try again tomorrow.

Seriously Kerry (Ritz), if you're reading this, there has to be an easier way to deal with this. It's clear that such plan changes are being allowed... so it's not something under the table that's being done. Why not find a more straightforward way to deal with it, instead of the treasure hunt that most of us have gone on to get this switch done. It would be a very appreciated move!

Posts: 11 · Vonage Forum Associate Joined: Oct 24, 2005 Posts: 11

I called again today, during US and UK working hours, only to be told that UK Account management doesn't exist, and the people I want are the account management team in New Jersey in the US.

So, I call and ask for account management in new jersey, and get connected, only to be told to call the UK number 08000086000. But, that's the number I called from in the first place... so now I'm just lost.

I've now lost 2 hours of my life Very Happy

I'm absolutely clueless... can someone help?

Update: Apparently I didn't connect to the New Jersey office, but instead to the South East Asia account management center. They were very courteous, but didn't know how to do the swap. So now I'm on hold again, trying to connect to the New Jersey office, which apparently is the magical mecca

Posts: 29 · Posted: Thu Jan 04, 2007 9:02 am Post subject:

I would talk to the sales team and ask them what to do.

Posts: 11 · Vonage Forum Associate Joined: Oct 24, 2005 Posts: 11

I finally found a tech support guy who actually had heard of what I was trying to do. He suggested (again) that I call account management or sales and create a new account, and request them to do a mac and did swap.

However, when I told him that the sales/account management people didn't have a clue, he said "it's something I can do, so if you create an account with sales, and then call tech support immediately afterwards, we can do the swap and credit your new account charges."

I decided I didn't want to lose this guy... because he actually had a very clear idea of what I needed, so I asked him if he would stay on the line while I created a new account. He agreed, and I did that. He then reversed charges and requested the mac/did swap for me. He then asked me to go to account management to cancel my old account.

He transferred me to account management, who said they didn't know how to cancel my account, and that I needed to call account management UK by dialing 08000086000. Hmm... that's a familiar number, mostly because it was the number I had dialed. So I called that number again, and this time a customer services agent told me that there is no call center in the UK, and that the previous account management agent must have been mistaken. He again transferred me to account management in the US, who have finally cancelled my old account.

The summary: I think it's finally done. But it has been one of the most difficult process I've ever come across. I can't fault the people too much... they've been really sweet and courteous. They just didn't know what was going on. If I'm allowed to be mildly frustrated with someone, it has to be with management for not putting out a clear policy. It's something they should do quickly.

Posts: 29 · Posted: Thu Jan 04, 2007 10:20 am Post subject:

Good for you

My advice is now to check that you have all your numbers. Some of mine got lost for a week. Reinstate all your forwarding etc features because your phone might not work for a while. See my previous posting on this topic.