Changing to another promotion causes problems

Posts: 29

I was quite keen to make use of the promotion where you can make free calls to Australia, US etc for £7.99 a month. Lol

I was an existing cusomer and phoned up. Was told that a new account would have to be created and my old account to be deactivated. My existing numbers would be swapped over (macswap)

Salesteam said this would take a couple of hours so I actioned it at night. Salesteam was very efficient but I was on hold for 1.5 hours to account management who did not know how to deal with the situation. The phone was still not working the next day (12 hours later). So be warned. Do not swap if you cannot go without the phone for 1 or 2 days. Twisted Evil

When you swap to a new account your logon changes. You lose all your records of all your incoming and outgoing calls and the costs involved. You risk losing your numbers and you definitely lose the use of your phones for 24-48 hours. Evil or Very Mad

Surely there must be an easier way to get customers to upgrade their packages/promotions?. Question

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

Just received email from CS asking me to tel. them re change to World 2 promotion.
The thought of being stuck on phone for long time AND the loss of tel service for over a day is not something I really wish to comtemplate.
Just wonder why Vonage not advanced enough to allow alteration via Dasboard[I] Life should be so easy.............but!! Rolling Eyes

Posts: 29 · Posted: Sat Dec 09, 2006 6:02 am Post subject:

Yes I agree, they have said they will take my comments on board regarding the primitive manner in which they upgrade their clients to a new promotion.

I am still without a phone (36 hours later) but luckily i was able to divert all my phone calls to my mobile via the web so for the past 12 hours i have been able to receive incoming calls (via the divert)

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

vlenters wrote:

Yes I agree, they have said they will take my comments on board regarding the primitive manner in which they upgrade their clients to a new promotion.

I am still without a phone (36 hours later) but luckily i was able to divert all my phone calls to my mobile via the web so for the past 12 hours i have been able to receive incoming calls (via the divert)

HI, are you still without outgoing phone service?
Tempted to call CS and move to world 2 promotion but as Vonage is my only phone provider dare'nt take the risk yet.

Very strange that Vonage get themselves in a bit of a twist when it come to customer finniancial services

Posts: 29 · Posted: Mon Dec 11, 2006 2:06 pm Post subject:

Yes I was without outgoing service for 3 days. Eventually phoned up and was told to stick a pen in the reset button on router and after that to pull out power cable for a minute or 2. That did the trick.

Had they told me that some router manipulation might be needed then I would have contacted them earlier. But because they told me that when it was switched over I would hear a dial tone. Instead some voice was telling me that i had the phone in the wrong port. Cry

So remember do not be patient like me. Phone tham as soon as incoming calls are possible (via divert). Incoming calls were restored after 12 hours but only worked via divert. Perhaps outgoing would have worked after 12 hours as well if I had phoned tech support earlier

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

Right bit the bullet and called CS to switch over to world plan2.
No problems, account can be activated straight away with charge of £5.99.
Checked to confirm their would be not activation period where I would be without Vonage service and was again assured this was not the case.

Noted that Vonage have updated my account details to take account of new CC date but still appear to be on original tel plan so we will just have to wait and see Confused

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

Have Vonage residential unlimited with free calls to USA and some other counties. I saw this on there website today, i also want to switch to the one with australia and new zealand as i call there quite a bit.

Do you have to pay another fee as above dmac as said £5.99 to activate the new account after switching over to a different plan?

And anyone else changed over, how long did it take for the new phone service to be up ?

Thanks Smile

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

Well i just phoned up today. Was told to call another number acuse i am eisting customer. First man said to be i would have to get a new numbers. Second man said that I would have to pay a £25 deactivation fee and then £5 to activate new account. Looking at the posts above I'm wandering was anyone else was told to pay this???

To switch to a different plan you have to pay £30, thats just stupid if it is true.

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

My charge was just £5.99 BUT told activation would be immediate.
Following day call to Germany which was charged.
Email to CS to query charge and was informed to charge was because call made to mobile in Germany. NOT SO it was landline and have asked Vonage to check again.
Incidentally my account still say residental unlimited no word of change but Vonage have taken my money on 14/12.
WHY CANT Vonage JUST ATTEMPT TO DO WHAT THEY SAY THEY WILL
Mad

There must be some standards to which they should adhere!!!!

Posts: 29 · Posted: Fri Dec 22, 2006 12:14 pm Post subject:

No extra charge for me for swapping promotions. They charged for new equipment and then reversed it again. But it cost me plenty in time, effort, worry, etc

But I did get a new account to logon to with new password etc. I had to re set all my settings again.

A couple of days later I realised that my virtual number was missing in action. They cannot tell me who tried to phone me in the 5 days when it was in virtual heaven - which is very irritating as I had an advert in the paper using that number. So that was a loss of £60 for the price of the advert.

So my advice is persevere and check every aspect of your account to check nothing is missing.