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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage UK
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madmonk
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Joined: Feb 05, 2007
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PostPosted: Mon Feb 05, 2007 12:50 pm    Post subject: Why am I being charged for calls to France Reply with quote Back to top

Has anyone else been charged for calls to French landline numbers? I have signed up for the £7.99 per month unlimited calls to UK, France etc and have just received my first bill and I have been charged for all my calls to French numbers.

All these numbers are standard landlines so I called 'customer service' and was told that they were to mobile numbers. I explained that they are not and was told that 'the computer says they are' - a real Little Britain 'computer say no' moment.

I then sent an email to Vonage and they replied that I was on the UK only tariff. Plainly untrue as I have been charged £7.99 on my invoice.

Has anyone else been charged for calls to France. If your calls have been free could you contact me as I think Vonage have got their wires crossed and it would help if I could show other users not paying for their calls. I need to get this sorted as 50% of my calls are to France which is why I signed up for this in the first place.

So far the customer service has been shocking.
[I]
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Matts
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Joined: Oct 18, 2006
Posts: 6

PostPosted: Tue Feb 06, 2007 12:31 pm    Post subject: Billed for calls to France Reply with quote Back to top

I am on "Extended Europe" offer and my calls to to France are not charged. Mind you there seem to be many offers (depending when you sign up and any advert or mailshot you reference) that are all the 7.99 plan. Maybe your "offer" does not include France. Mind you changing "offer" is a nightmare with the only way possible is to cancel one account and open another ! I will also look for any previous threads on offers to see if there is a listing of all of them.
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Matts
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PostPosted: Tue Feb 06, 2007 12:49 pm    Post subject: Promotions - where to find them Reply with quote Back to top

Dohh - found the sticky on the forum http://www.vonage-forum.com/ftopic13965.html
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madmonk
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Joined: Feb 05, 2007
Posts: 2

PostPosted: Tue Feb 06, 2007 1:08 pm    Post subject: Reply with quote Back to top

Hi Matts
Thanks for taking the time to reply.
I signed up for the World Plan One promotion which includes calls to USA, UK, France, Spain, Italy, Portugal, Germany & Greece. I signed up for this as the in-laws live in Spain and I have friends in France & Italy.
What bugged me was the attitude of the customer service people. They didn't give a stuff. First claiming the calls were billed because they were to mobile phones (which they were not) and then saying that I was on a UK only plan (which, if I was, was down to their mistakes as I took screen grabs of the sign-up process so I could prove what I signed up for). It was only when I threatened legal action that I got a relatively quick response. Even then I only got a refund of the overcharge with no offer of a credit or anything for my wasted time and hassle.
I would recommend to anyone signing up to take screen grabs of each stage of the process in case of a cock-up and then when it happens rant until they take action!
Customer Service - I don't believe they know the meaning of the word.
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houuser
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Joined: Sep 04, 2003
Posts: 435
Location: Houston, TX

PostPosted: Tue Feb 06, 2007 3:49 pm    Post subject: Reply with quote Back to top

21st definition of Customer Service... The Customer Services us.
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†AK and HI residents pay $29.95 shipping. ††Limited time offer. Valid for residents of the United States (&DC), 18 years or older, who open new accounts. Offer good while supplies last and only on new account activations. One kit per account/household. Offer cannot be combined with any other discounts, promotions or plans and is not applicable to past purchases. Good while supplies last. Allow up to 2 weeks for shipping. Other restrictions may apply.

1Unlimited calling and other services for all residential plans are based on normal residential, personal, non-commercial use. A combination of factors is used to determine abnormal use, including but not limited to: the number of unique numbers called, calls forwarded, minutes used and other factors. Subject to our Reasonable Use Policy and Terms of Service.

2Shipping and activation fees waived with 1-year agreement. An Early Termination Fee (with periodic pro-rated reductions) applies if service is terminated before the end of the first 12 months. Additional restrictions may apply. See Terms of Service for details.

HIGH SPEED INTERNET REQUIRED. †VALID FOR NEW LINES ONLY. RATES EXCLUDE INTERNET SERVICE, SURCHARGES, FEES AND TAXES. DEVICE MAY BE REFURBISHED. If you subscribe to plans with monthly minutes allotments, all call minutes placed from both from your home and registered ExtensionsTM phones will count toward your monthly minutes allotment. ExtensionsTM calls made from mobiles use airtime and may incur surcharges, depending on your mobile plan. Alarms, TTY and other systems may not be compatible. Vonage 911 service operates differently than traditional 911. See www.vonage.com/911 for details.

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