Changing to another promotion causes problems

Posts: 120 · Posted: Wed Jan 17, 2007 3:24 am Post subject: Promotional call plan

Called Vonage last night and spoke to their account management team, and they changed me to the 5.99/mo for 6 months plan in a few minutes, when I logged in to my account there it was, and no disconnection so far.........keep it up Vonage!

Posts: 6 · New Forum Member Joined: Nov 03, 2005 Posts: 6

vonageuk wrote:

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.

So a couple of weeks have passed now. Is there any word on whether this new process is in place? It would be great if it could be done online, but I suppose it's still going to involve a phone call - where success seems to depend on who answers the call - certainly from looking at the last few posts.

Posts: 6 · New Forum Member Joined: Oct 18, 2006 Posts: 6

This sounds all too familiar to the issues I had when changing promotions. In the end i simply cancelled one account and opened another when a friendly Vonage CS guy said they would not keep me to the minimum contract period for my original account. So now I have a spare VTA as backup! Anyway does anyone have a list of all the "promotions" as I can't seem to find one anywhere?

Posts: 6 · New Forum Member Joined: Oct 18, 2006 Posts: 6

Dohh - found the sticky - http://www.vonage-forum.com/ftopic13965.html

Posts: 3 · New Forum Member Joined: Jun 26, 2005 Posts: 3

A warning for anyone else thinking about going through the closing/opening account procedure in order to change your billing plan - your virtual numbers may get irretrievably lost.

I tried to swap plans just over a week ago and was told the only way was to close one account and open a new one under the new billing plan. They assured me that my virtual numbers could be switched over with no problem. I have one US virtual number and another in France.

After the new account was setup on 31st Jan (which did have the correct "original" UK phone number moved over), it then took me the following week and numerous calls to Account Management for them to transfer the US number. However the French number still didn't come across, despite several further calls to them to get it done.

In the end, tonight, I was told that it was now "too late" for transferring the french virtual number, and it was blocked or deleted. So I now had to set up a new one from scratch. They "generously" offered to waive the setup fee (which I wouldn't have been paying anyway), and one month of the virtual number charge. Big deal. I asked for a complete free month's service which was grudgingly accepted (though it remains to be seen if I actually see this when the bill finally comes through). Even this is hardly compensation for the huge inconvenience of having to change my French number which I have had for almost a year now.

What an utter shambles.

My new "Billing history" now shows 22 separate debits and credits for the past 7 days, just for all the virtual number setups and cancellations done by the account management department while they've been "working" on this...and they still managed to cock it up.

Anyway, in summary, going by my dreadful experiences, there is no sign of the promised "painless new process".

Ben

Posts: 5 · New Forum Member Joined: May 07, 2006 Posts: 5

i believe transferring from one plan to another is going to be a breeze now. i know someone who just called account management and her plan was transferred to one of the world plans in a matter of minutes without paying any extra

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

can I come and live with you Just phoned Vonage CS...........give me strength. No you cant change they said after having my 5.99 for a couple of months.
Vonage management systems are just unable to cope with the concept of customers having transferred from Freetalk with credit in hand.
This in turn is making Vonage customer services look like complete idiots.
And I thought it was going to be improved............. Cry

Posts: 5 · New Forum Member Joined: May 07, 2006 Posts: 5

hmmm...weird. try going straight to account management and i'm sure they would be more than willing to assist you....