Canceling Vonage Service Procedure ???

Posts: 208 · Posted: Sun Apr 15, 2007 6:36 pm Post subject:

Maybe it's when you're calling that's the problem. According to the Vonage website, if you go to the contact us tab, it says to call Account Management between 8A & 8:30P Eastern Time. Not sure what that really means for you, but I would think the best time to call would be not on a typical lunch break, and the earlier, the better.

Might be worth setting your alarm for. From what I've heard, it's an automated prompt, so it's not like you can get ahead in line, but I just imagine while the Pacific Coast is sleeping, you don't really have as much competition, just the East Coasters.

You could alternatively try to get in touch with another department I guess, but doubtful they could cancel you, probably would have to transfer you.

Posts: 3 · New Forum Member Joined: Apr 15, 2007 Posts: 3

noct wrote:

Maybe it's when you're calling that's the problem. According to the Vonage website, if you go to the contact us tab, it says to call Account Management between 8A & 8:30P Eastern Time.

That's when I have been calling

Posts: 6 · New Forum Member Joined: Apr 16, 2007 Posts: 6

try this next time:
Call another department. i.e: tech support and explain to them that you want to cancel your account. They will explain to you that they don't have the authority to do that.(which is true) but they can transfer you to the dept that does.(acct. mgmt.). They will try a soft transfer and if they can't get anyone after 5 minutes, they will tell you they are going to put you in the queue. Kind of like a back door kind of way in. Maybe your wait wont be quite as long that way.

Peace,
Bill Smile

Posts: 172 · Vonage Forum Master Joined: Apr 19, 2006 Posts: 172

After number has successfully been ported out you could already call Vonage to Cancel your service. If you signed up last feb 2006 you don't have to pay any disco fee anymore since you've been with them for over a year. If you still remember your billing cycle date, call before that day. Remember though that Acct Management is only open during weekdays and during office hours.

Posts: 102 · Posted: Mon Apr 16, 2007 11:03 am Post subject:

Been there, tried that, over and over and over and over and over and over again. So considering my situation described above, please tell me what I'm supposed to do.

Quote:

the only way to discontinue your service is to reach account management. thats the only department that could disconnect your account and you need to make sure that your account has been closed so that you will not be charged again by Vonage.

Posts: 62 · Full Forum Member Joined: Mar 04, 2006 Posts: 62

The first thing I would try is to go into my account and change my credit card number to something bogus. That way they can't charge you any more money. I had a similar issue with XM. I called to cancel, and they said I was paid up to a certain month and would cancel after that. I didn't really believe them so I went into my account and changed the credit card to a different number. Sure enough after that month they said they would cancel, I got a postcard saying they couldn't charge the credit card I had in my account.

After doing that I would dispute any other charges with the credit card company. If your number has been ported away from Vonage, then they are charging you for a service you no longer have. If you don't have a number with Vonage, then how can they charge you for service?

Posts: 208 · Posted: Mon Apr 16, 2007 12:45 pm Post subject:

As I said earlier I don't recommend you do that because I've seen other posts where people have been contacted by a billing agency to collect charges left on the account.

Plus, according to the way Vonage charges, if your initial charge fails, you go into a Grace period for about 2 months, which means you'll get charged 2 more times, then into a Suspension period for another month, where you get charged again, and then a canceled account, which could possibly mean more fees.

Posts: 172 · Vonage Forum Master Joined: Apr 19, 2006 Posts: 172

Having a bogus credit card would not guarantee you'd get rid of Vonage nor be able to avoid the Collections Dept from trying to contact you. Also, I don't think it's worth having a BAD credit record right? Best way in my opinion is to do this:

If you are currently or still porting out your number from Vonage to another provider. Ask customer service rep you want to down grade your plan to a Basic plan (why? So you could pay the cheapest there is to still keep the service while still in the process of portout and also should you forget to cancel even after the portout process has been completed you'd only pay a small amount having kept the Vonage service)

Now say you're billing cycle falls on the end of the month but the portout was done 1st week of next month then you have three choices 1) cancel it and just forget about what you paid for that particular month (since Vonage bills you in advance) so then you wouldn't have to callback 2) change the number so you could still use the svc say get a toll free number for example then forward the calls to your number (at least you are using their svc since you paid for it already) 3) cancel BEFORE your next billing cycle so you could still use some of it's features like being able to retrieve your vmail thru their webaccount.

Always make sure you cancellation went through, ask for a confirmation number from Acct Manager. Never hangup when talking to them as they need to do a recording with you. Never assume your account would be terminated just because you called without confirming or your account would still be left active.

_______________________________________________
Who said being Beautiful automatically means you're dumb?

Posts: 67 · Full Forum Member Joined: May 31, 2005 Posts: 67

UPDATE from OP:

My Vonage # was ported over from Vonage within 5 days. Landline companies must have real power in doing this since when I ported over to Vonage it took a month.
ANyway, I did call Vonage an cancel. They were extremely polite and I assured them it had nothing to do with Vonage. It was my one and only local cable internet company that ****. Always down (so then you phone is too), and they never admit they are down when you call. But some relatives in my area will also have their internet go down too, so I know its them. They just lie about it.
Vonage almost made me feel like I was leaving home, saying bye to good old mom and dad. And since I was a long time customer, they offered me the same service for a reduced monthly fee of $19 (unlimited).
But, I had to go with DSL since it became available just in the last month to my area (finally!!!). And as part of the deal, a landline too with the DSL company. Actually, I save $15 now, from before having Vonage and local cable highspeed. Cable was very costly, extremely poor service, and the only game in town. Must be nice to have a monopoly on public services. But DSL changed all that. Most people I know already have DSL, and I tested it speed wise extensively, and found DSL to actually have a snapper service than local cable that was rate at 3 times the speed. Youtube never stuttered on DSL at 1.5. It often did on cable at 5.0 (go figure). And that was, when cable was up so I could even get into youtube, email, banking and Vonage phone service.

So I have nothing bad to say about Vonage, it was a bargain for $30. But it has to piggy back on your highspeed, and there was my problem.