Canceling Vonage Service Procedure ???

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

I can't seem to find out how exactly to cancel Vonage service by searching here. That is, I joined in Feb of 2006, and now will be moving to another provider. They will be porting my # from Vonage. So will Vonage hit me with any fee's? Want the router back? Will my service be canceled when the porting occurs? All I know is my new provider said NOT to call and cancel myself. So I take it my Vonage will be canceled when they port the number away from Vonage. And since I have been with Vonage for over a year, I dont think(?) they can charge me for the equip (voip router), even though it will be useless to me.

So, what is the procedure to cancel Vonage?

Posts: 8 · Posted: Wed Apr 11, 2007 10:37 am Post subject:

go to this site and follow the link off of it.

http://vonage.com/help.php?article=844&category=62&nav=6

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

Naw. I dont want to cancel before the port. Manually canceling before the port by calling them (posters link above) will nix the port process. One doesnt want to do that!

Guess I'll just wait till after the port, then call.

Posts: 241 · Vonage Forum Master Joined: Mar 17, 2006 Posts: 241

randym431 wrote:

So I take it my Vonage will be canceled when they port the number away from Vonage.

I beleive that is not the case. There was another thread in the past week where someone else assumed that porting out would cancel the service and he found out a few months later that Vonage issued a new phone number and kept the account going.

Cancel Vonage after the port (just to be safe, at the least).

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

IF you sign up Feb 2006 you could cancel Vonage service already without any charges and be able to keep the router they sent you. As for not calling them, do not follow the advise of the new phone provider as you would need to call Vonage to cancel the service or else they will keep billing you as the account would still remain active until the account holder (meaning you) called and notified them of your intention to stop using their service. However, if you would want to port over your number from Vonage, call to cancel after the number has been successfully ported to the new phone provider not during as this could hinder the port-out.

You could also email Vonage customer service regarding keeping your number thru portout@vonage.com if I am not mistaken although it would be better if you check the correct email address by visiting their website at www.vonage.com Smile

Posts: 71 · Posted: Wed Apr 11, 2007 7:46 pm Post subject:

Much better if you cancel the account right after the number transfer process.. And if you're new phone company tells you that they will do the disconnection for you, do it yourself.. they may be able to transfer the number but they can't cancel the account for you, Cool

..

Posts: 56 · Full Forum Member Joined: Nov 27, 2006 Posts: 56

DO NOT CANCEL PRIOR TO PORTING !!! If you do, YOU WILL LOOSE YOUR NUMBER.

Now, porting is supposed to cancel the account with Vonage. In any case, that most likely won't happen, Vonage would reassign you a new number, and keep billing you.

When will the port occur, the day your billing cycle ends. Why ? They cannot bill you for days unused, and they won't want to prorrate you.

If they don't cancel you, they'll hit you with a new billing cycle full month. At that point, you could argue the charge by providing them with the PO Number for the transfer (that number you would have to get from your new provider - it's the number of record indicated in the port. It also references you switching providers and authorizing them to cancel services with Vonage).

Without that number, they will argue you never canceled...

My .02...

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

Attempting to cancel with Vonage has been a safari unto itself. Since the day of the end of my free 30 trial period which was 15 days ago, I've made 6 attempts to call and cancel their service. Selecting 'Cancel' from the voice system prompts has so far yielded being left on hold 4 times waiting for an agent for 1 hour+ each time after which I just hung up out of frustration, once getting an agent who quickly told me they’re having system problems and to call back ‘later’ and hung up as quickly as she relayed that info, and finally a pleasant gal apparently based in Canada whom I only waited about half an hour on hold to get who was very nice and sympathetic also informing me their systems are messed up and that she'd call me back to straighten all this out. I’m still playing the waiting game on this while my credit card is still being charged. It's becoming obvious Vonage doesn't want to allow anyone to cancel. My next call will be to my credit card company.

Posts: 208 · Posted: Sun Apr 15, 2007 3:41 pm Post subject:

Account Management can be reached by selecting Customer Service at the prompt, then follow the prompt to discontinue one or more lines of your service.

I suggest you don't try to fight the charges through your credit card company, I've seen posts on this forum from people with disconnected accounts being contacted by bill collectors in the future, it's not worth damaging your credit score over.

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

noct wrote:

Account Management can be reached by selecting Customer Service at the prompt, then follow the prompt to discontinue one or more lines of your service.

I suggest you don't try to fight the charges through your credit card company, I've seen posts on this forum from people with disconnected accounts being contacted by bill collectors in the future, it's not worth damaging your credit score over.

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.