Good Luck Cancelling Your Service!

Posts: 7 · New Forum Member Joined: Dec 21, 2005 Posts: 7

Once you subscribe to Vonage it seems like they really want to keep you even though you want to leave. I have now been trying for the last 2 months to cancel my account but I continue to be billed for it. Even after I contact Vonage they keep insisting that I never cancelled my service. So I resort to email cancellation to billing@vonage.ca and after days and days of waiting they respond that ok, they get it I want to cancel. Then a couple of weeks later I get a voice mail asking if I want to cancel and if so to call them. Sure, and wait 6 hours for them to answer...

Its pathetic (along with their service which is why i am cancelling). Beware if you sign up! and if you want to cancel make sure you record the conversation, get the name rank and serial number of the agent and hope for the best.

Posts: 1320 · Vonage Forum **MVM** Joined: Nov 08, 2006 Posts: 1320

How long have you had Vonage? What is the reason why you want to cancel?

Posts: 1 · New Forum Member Joined: Apr 16, 2007 Posts: 1

Thanks for the tip. I'm cancelling my Vonage this morning. I'll make sure to watch the Visa account for unauthorized Vonage grabs.

I love the "true Vonage believers" in these forum pages. "What is the reason you'd want to cancel?", spoken like a cult believer who can't understand why you'd want to leave the benevolent koolaid goodness of the Jim Jones Temple. Why would I want to leave Vonage? Dropped calls, horrible customer service, the droning voice on my phone that says "this phone cannot connect to the Vonage network" at least twice a week, "known service issues" that seem to go on and on and on, static, call display/caller ID/voice mail/other feature that seem to work or not work randomly, horrible customer service (worth mentioning twice) and a company whose technology seems to be on the verge of being pulled by the courts for infringement of someone else's patent. Yeah...can't IMAGINE why anyone would run away from Vonage!

Posts: 1320 · Vonage Forum **MVM** Joined: Nov 08, 2006 Posts: 1320

I must be a Jim Jones believer then, I just haven't had any problems with the Vonage service.

Posts: 102 · Posted: Tue Apr 17, 2007 4:59 pm Post subject:

Quote:

Its pathetic (along with their service which is why i am cancelling).

youve joined the forum dec. 21,2005..correct me if im wrong, i assumed youve been with vonage since then.so it took you that long to realize that the service is pathetic? Rolling Eyes

piece of advise, always ask for a confirmation in every transaction that you underwent

service has been great so far!!!

Posts: 7 · New Forum Member Joined: Dec 21, 2005 Posts: 7

I joined when vonage canada first launched. The core service tended to work very well but I was interested in using features such as the simulcall etc. Initially the feature worked well (couple of years ago) but then it started behaving weirdly and i was loosing caller id and voice quality degraded. I used my vonage number as my cell phone number hence i needed simulring. I tried again and again to call vonage about the problem but after waiting for hours for service and their inability to solve the problem, I had to find an alternative.

Btw, as an update, after sending an email to the general manager of vonage canada, they finally closed my account and refunded me two months of payments (I initially cancelled 2 months ago).

Posts: 17 · Vonage Forum Associate Joined: Feb 19, 2007 Posts: 17

I had a problem calling out on my line yesterday a.m. I called customer service and after 10 min of holding got a rep who turned me over to their technical rep who sorted out the problem. All within about 15 min. I've had a few poor connections, no dropped calls and overall I'm satisfied. Especially since my old phone cost $60+ a month and now I pay $20. My Rogers cell phone has lousier call quality and drops calls more frequently. I remember years ago when the landlines were pretty crappy as well but over the last decade the landlines have gotten so good we measure all voice technologies against them and they are tough to beat. VOIP is going to have issues as long as the providers can't control datapacket movement over the net. I'll gladly take a few crappy calls a month for the great reduction in costs.

Posts: 1320 · Vonage Forum **MVM** Joined: Nov 08, 2006 Posts: 1320

People complain about call quality with Vonage, but with the cell phone they can get crappy calls and can't receive calls in certain places, but don't mind dishing out the money for cell service, they have no choice they are locked in long term contracts with their provider. Once the contract is over if they want to switch then end up getting in another long term contract or buy the phone with a shorter contract. Then there is the number porting issue with the cell phone. Supposed to be easy to do, but once again it is easy, as but you need a new phone because a Rogers phone won't work on Ma Bell's and vice versa.

Posts: 102 · Posted: Thu Apr 19, 2007 7:19 pm Post subject:

its just sometimes people get frustrated either from poor audio to poor customer service and forget that over all vonage is not that bad..

its a voip service..everyday not only vonage but other voip providers are trying to give better if not the best phone service in terms of quality plus we're definitely cutting cost from phone bills both mobile phones and landlines..i guess its not too much to cut them slack.

Posts: 79 · Posted: Thu Apr 19, 2007 8:44 pm Post subject:

You know I have heard these wild and winding stories about cancellation in the past and as such was concerned when I had to cancel myself.

I had two lines plus the softphone service. I was shutting down an apartment in another town and no longer needed my primary line while the softphone was fabulous, I just didn't use it enough to justify the cost.

I called Vonage and had to wait all of five minutes for the rep. to come on the line. She killed my softphone in 60 seconds but said the line I wanted to cancel was my primary and she'd have to switch the line I wanted with the line I didn't from a primary/secondary stand-point on the account. It took three days for the gurus on the back-end to make that happen and the line was turned off.

I have not been billed for anything but the one remaining line since. It was no better and no worse than dealing with any other utility in my opinion and on the whole, much more problem-free than I have seen reported here. I wish everyone had my experience but I suspect those that do don't continue to read this forum and those that don't feel compelled to warn others.

I have been very happy with Vonage for nearly four years.