Changing to another promotion causes problems

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

Yes, I followed your advice on that actually. The moment my new account was ready (i.e. network portability etc), I called tech support, and a really nice guy swapped all the numbers immediately. It took about 5 minutes to do it. He then escalated my mac address swap request, and said that it should be done very quickly. That was about 10 minutes ago. So my new account shows my old numbers, and I haven't been charged for anything. The only thing remaining is for my old router to start working again.

Thanks a lot for your earlier advice. It proved pretty useful, especially in reducing the overall wait time after the new account was set up.

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

It's been around twenty four hours since we did the account swap. The old phone numbers are all in place, but the mac swap which assigns the new account to my old device has still not been done yet. Apparently, the process can take between 24-72 hours because engineers have to manually make changes.

Can't really do much else but sit down and wait.

Posts: 29 · Posted: Fri Jan 05, 2007 9:27 am Post subject:

I suggest you phone them again- the sales people.
My mac swap was miraculously happening as I spoke to the sales person. Could have been coincidence or was it someone butt getting kicked into action?

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

Finally, my line is back up. It was restored about twelve hours ago, and the router took a little bit of time to pick up the new profile, but it's all done now.

Calling sales didn't help... it's just a process that you have to wait out. Apparently, the delay lies with the shipping department, that has to cancel sending you a new router (since you bought a new account), and get their engineers to do the mac swap.

Anyway, I tried a few test calls to the US and France, and it's working!

What an ordeal!!! Though I must say that the people I talked to were very courteous and even went out of their way to help. Like I said, I just hope Vonage can come up with an easier way to swap plans, so that there's a clear cut way to do it.

Posts: 14 · Vonage Forum Associate Joined: Oct 17, 2005 Posts: 14

Let me apologise for the problems that some of you have been experiencing trying to change plans. Unfortunately it is a complicated process and our agents were instructed to advise customers of this and to ensure that they still wanted to go through with the changes.

As a result of some of the posts in this forum plus our own testing, it seems that our agents have not been giving customers the correct information. I apologise for this and we have provided agents with additional information.

However, good news is coming. We have developed a new process which will allow customers to change plans in a more painless way. This should be operational within the next couple of weeks, if not sooner.

regards

Kerry

Posts: 21 · Vonage Forum Associate Joined: Sep 06, 2006 Posts: 21

Thanks for info Kerry I was about to request refund of £5.99 being amount charged for failed changeover.
Will await new solution with interest in the hope it proves painless.
Cheers

Posts: 29 · Posted: Fri Jan 12, 2007 2:52 pm Post subject:

Thanks Kerry

I am glad Vonage have taken note. I also hope that they realise that it is absurd to have to close your account and all the associated numbers and then reopen another account and try and put back everything in working order.

If BT did this everytime customers wanted another feature activated they would be out of business.

Some good help documentation for customers and employees would be of great benefit. The current stuff is very amateurish.

Best of luck sorting it all out.

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

That's great news, thanks for the prompt response Kerry. It's good that there are changes coming. Once again, I have to admit that the staff were outstandingly patient while sorting things out, far better than any other support I've had for other products I own.

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

Right finally called up and asked to be put through to account management.... 2 times was told the UK number branch which was the normal UK number and i expained but they said try again. Finally had a lady who told me to phone sales and put me through. First call and the guy knew what i was asking and told me it wouldn't cost me anything other than the £7.99 I pay at the moment. 20 minutes later my new account was set up and was told to call back in 24-48 hours to check if its moved. Bit of a hassle though but all employees were helpful. Look forward to seeing the new system in action.

Thanks for all the help Smile

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

Got another call half an our later telling me i needed to cancel my account. Cancelled it and was without phone for about 3-4 hours and it came back up and my phones working again. As the first guy told me 24 hours im guessing thats for when all the settings get transferred over (voicemail comes up with error when im logged into vonage through there account) and for some reason it still says residential unlimited promotion on my new account and not World Plan 2 like i requested. I hope I wake up tommorow to find it saying World Plan 2 or does it just always say that.... and i hope they havent made a mistake because i don't want to go through that again Sad

. Will report back tommorow saying if it all went well in the end.