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dulino
Vonage Forum Associate
Vonage Forum Associate


Joined: Feb 06, 2005
Posts: 11

PostPosted: Tue Jan 23, 2007 10:31 am    Post subject: Vonage treatment of existing customers Reply with quote Back to top

I have an issue with our Vonage account -- noone can call us.

Since my wife and child rely on that line to call me in case of an emergency, I had to call Vonage and notify them.

When I got to tech support a recorded message said "I am sorry, this line is busy." and hung up on me. I made it clear about a year ago when I got through to the tech support that if I have to wait that long again I will cancel my account.

I called VONAGE-HELP number again and pressed (1) for sales. The guy gave me a speech that they are a different department, so I asked to be transfered. I was placed on indefinite hold again.

Vonage, you are on notice!!! The money I save by not switching to Comcast Voip is not worth it. If this issue is NOT resolved by noon today I will start the process of moving to Comcast.
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bonniem
Vonage Forum Associate
Vonage Forum Associate


Joined: Sep 14, 2006
Posts: 12

PostPosted: Tue Jan 23, 2007 10:34 am    Post subject: Reply with quote Back to top

I'm with you on this one. I've been having continued problems with Vonage - getting worse and worse - audio issues and now the problem today where phone service has been out since at least 8:30 am - and still is.

Have you checked into Comcast to see if you can keep your existing number? I don't know if I want to change to comcast or go back to Verizon - which is where I was before going to Vonage.
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che
Vonage Forum Master
Vonage Forum Master


Joined: Oct 15, 2006
Posts: 226

PostPosted: Tue Jan 23, 2007 2:37 pm    Post subject: Reply with quote Back to top

try calling these number for advanced tech support:

1-888-280-5440

1-888-312-8972

1-888-312-8955

i was told they give faster & better service
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EzCo
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Jul 21, 2005
Posts: 533
Location: Southeastern PA

PostPosted: Tue Jan 23, 2007 2:40 pm    Post subject: Reply with quote Back to top

Remember though, we don't work for Vonage, we're just customers of Vonage. I know you're upset, but take you cancellation threats somewhere else.

_________________
Comcast 6M/384K -> Cisco 1711 -> RTP300, Juniper 5GT Wireless
"Does anybody remember forests?"
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usa_chris
New Forum Member
New Forum Member


Joined: Jan 23, 2007
Posts: 6

PostPosted: Tue Jan 23, 2007 3:25 pm    Post subject: Vomage customer treatment Reply with quote Back to top

Just had my first billing error, so far 36usd plus taxes. Did they care? NOOOOOO

I phone dup and talk to one lady for an hour so confirms the billing is not clear and will refund the money. I get passed to another agent and all I hear no, no, refer to terms and conidtions. I checked there is no pricing in there. I refer them to their international pricing page. Does he care, no!

I'm now doing a block on payments and previous payemnts to Vonage.

I was very polite but when he said "we have a business to run and we can't just refund" I just boiled over. WT* I thought. I'm still in shock. I have read other reviews and all i can say is MCI I'm coming back. I will have to pay $39 cancellation but how can I know what I'm being charged?

Belive me the service was clear but the customer service really STINKS!
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EzCo
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Jul 21, 2005
Posts: 533
Location: Southeastern PA

PostPosted: Tue Jan 23, 2007 5:28 pm    Post subject: Re: Vomage customer treatment Reply with quote Back to top

usa_chris wrote:
Just had my first billing error, so far 36usd plus taxes. Did they care? NOOOOOO

I phone dup and talk to one lady for an hour so confirms the billing is not clear and will refund the money. I get passed to another agent and all I hear no, no, refer to terms and conidtions. I checked there is no pricing in there. I refer them to their international pricing page. Does he care, no!

I'm now doing a block on payments and previous payemnts to Vonage.

I was very polite but when he said "we have a business to run and we can't just refund" I just boiled over. WT* I thought. I'm still in shock. I have read other reviews and all i can say is MCI I'm coming back. I will have to pay $39 cancellation but how can I know what I'm being charged?

Belive me the service was clear but the customer service really STINKS!


Go to your Vonage dashboard, click on BIlling, click on Request a Credit.

_________________
Comcast 6M/384K -> Cisco 1711 -> RTP300, Juniper 5GT Wireless
"Does anybody remember forests?"
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dulino
Vonage Forum Associate
Vonage Forum Associate


Joined: Feb 06, 2005
Posts: 11

PostPosted: Wed Jan 24, 2007 9:53 am    Post subject: I know Vonage employees read this Reply with quote Back to top

EzCo wrote:
Remember though, we don't work for Vonage, we're just customers of Vonage. I know you're upset, but take you cancellation threats somewhere else.


In the past I was privately contacted by a Vonage employee offerring help. So they do read these boards.
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EzCo
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Jul 21, 2005
Posts: 533
Location: Southeastern PA

PostPosted: Wed Jan 24, 2007 10:56 am    Post subject: Re: I know Vonage employees read this Reply with quote Back to top

dulino wrote:
EzCo wrote:
Remember though, we don't work for Vonage, we're just customers of Vonage. I know you're upset, but take you cancellation threats somewhere else.


In the past I was privately contacted by a Vonage employee offerring help. So they do read these boards.


Every so often there are Vonage Tech Support as members here, but the vast, vast majority are not.

_________________
Comcast 6M/384K -> Cisco 1711 -> RTP300, Juniper 5GT Wireless
"Does anybody remember forests?"
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scatmandu
New Forum Member
New Forum Member


Joined: Jan 16, 2007
Posts: 1

PostPosted: Wed Jan 24, 2007 12:10 pm    Post subject: Great Customer Service . . . Executive Response Team Reply with quote Back to top

We are fairly new to Vonage (3 months) and have a had a few issues with service, we are currently living in Belgium and using Belgacom as our ISP.

I sent an email through the Vonage website and was contacted by tech support the next day at my Belgian phone number. We've been working with tech support for about a week now to get the issue taken care of and I am extremely impressed. Try this number:

1-888-580-4020

I can usually get through to tech support without a wait.
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