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tplink Posted:
Im trying to add
my HT802 vonage
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network. I
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DWSupport Posted:
After recent
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4th and 5th of
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peterlee Posted:
Had a call from a
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Ontario to my home
in
Scarborough, Onta
rio
...

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On Nov 08, 2016 at 11:59:50

TELLDOUG Posted:
I am looking for a
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make my phone ring
louder so I can
hear using
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On Oct 26, 2016 at 09:21:30

HildBeft Posted:
You can recollect
password by
connecting the
router to your pc
and open the
browser
...

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Topic:
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On Oct 20, 2016 at 05:05:49

HildBeft Posted:
Great tips..
Thanks for sharing
...

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On Oct 20, 2016 at 04:55:03

massrman Posted:
The devices are
available at
different price
margins , please
share your
estimated
...

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On Sep 30, 2016 at 00:48:03

massrman Posted:
Hi these are most
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their
configuration
guides,
...

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On Sep 30, 2016 at 00:37:45

Sammy00 Posted:
Has anyone setup a
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...

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On Aug 30, 2016 at 10:38:01

James44 Posted:
Hi, I am
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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage Canada
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maximusnt
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PostPosted: Wed May 16, 2007 11:45 am    Post subject: Customer Service Issue Reply with quote Back to top

For a little background here. I'm an IT professional, I've been with Vonage for a little over a year and a half, and I've been really happy with their service. The past 8 weeks have had me on the verge of cancelling.

This whole thing starts on March 18th. For past couple weeks, our Linksys WRT54GP2 had been crashing every few hours. It would need a power-cycle to come online again. I called Vonage tech support to see if it was a known issue, ready to order and pay for a new router since I figured it was just the device dying.

The tech was great, and said that the router needed to be replaced. Vonage would send a new one at no charge. Wow! I was impressed. He offered to send a DLink VWR, and I asked him if it would support DMZs and port-forwarding properly (I already had researched this, and knew that at the time it would not). He quickly admitted that it wouldn't, and told me that Canada had a stock of Linksys devices, so they could send me a matching Linksys WRT54GP2. He also stated multiple times NOT to send the old router back, that I would get an email telling me to, but that I should ignore it.

Over the next few weeks I would call to find out where the router was, with multiple techs telling me the order was locked. They would proudly "unlock the order" and tell me to expect the device in 2 days.

In the meantime, a Dlink VWR had arrived, and when I called to let them know that the wrong device had arrived, they told me to hold onto it, and that they were moving the RA over to that device.

Around March 28th I called again, and spoke to an excellent tech in NJ who advised that new firmware would make the DLink work with DMZs and to install it. I installed the device, and we were up and running.

On March 30th we lost Vonage service. The dreaded 'you are plugged into the wrong jack' msg. Vonage had taken out number, and put it into provisioning. We wouldn't get our (intermittent) phone service back for another week. Multiple Techs insisted that I was using a PAP2 device, one tech told me that I had gotten the router on eBay and it was stolen, and other tech's told me that they were trying to authorize a Linksys that they could see sitting on the DSL bridge.

Phone time with Vonage : 18 hours!

Around April 6th, we got our service back.

April 15th, now I had a bill on my account for $180 for the Linksys device that hadn't been returned. I was surprised, shocked. I called up and explained the situation. The rep said I was lying. I understand where they were coming from though, and a different rep told me to UPS the device to distribution centre, and call in with the tracking number to be reimbursed immediately. I called in, and was told I could be reimbursed in two weeks, but not immediately.

As of May 1st, I have still been billed $180 for the router which I have returned,

On may 8th, the Dlink VWR is acting up. I call in, and a rep tells me that they will send a new one. It will be here in 2 days.

I called today as we don't have a device yet. A Canadian phone rep, who was impossible to understand told me that the order was on hold, because "Vonage is helping you out, and sending you a wireless router, when you didn't have one before".

He can't address the billing issue, or the router issue, except to tell me he's escalated.

I spoke to a rep in Advanced tech support who promised to call me back in 10 minutes. That was 90 minutes ago.

Over the past months I've had promises that a supervisor would call. It took 4 weeks to hear from one, and that was when a level 1 tech started yelling at me on the phone, unprovoked.

I have no spent 25 hours on the phone with Vonage. I'm ready to leave. Anyone had anything this bad so far? The reason I'm sticking around is for the virtual # my GF uses in the states. I'm not sure it's worth the money now.
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roscopco
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PostPosted: Wed May 16, 2007 1:03 pm    Post subject: Reply with quote Back to top

That is a lot of money for a router. I bought the Linksys wrt54gp2 for $90.00! I have the motorola adapter they sent me in the closet. I guess you may have been better off just to spring for a new router at a retail store. I would have canceled if I had to go through what you went through.
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maximusnt
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PostPosted: Wed May 16, 2007 2:48 pm    Post subject: Reply with quote Back to top

I did consider cancelling, but none of the stores here are selling wireless routers for Vonage anymore. (Given the internal workings of the organization I'm not surprised.) What I probably should have done was bought a router, and then just gotten a PAP2 device, but the idea of letting Vonage off the hook for a failed piece of hardware didn't sit very well with me.
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roscopco
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PostPosted: Wed May 16, 2007 3:01 pm    Post subject: Reply with quote Back to top

Not sure where you live, but the big box stores sell them, I priced them all the stores sell them for the same price. I was having problems with my wireless Linksys wrt54g so for $20 more decided to buy the wireless Voip and problem free....so far.
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maximusnt
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PostPosted: Wed May 16, 2007 3:19 pm    Post subject: Reply with quote Back to top

double-post
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maximusnt
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PostPosted: Thu May 17, 2007 12:02 pm    Post subject: Reply with quote Back to top

Update:

Spoke to both a tier 1 and a tier 3. They've managed to refund my money, but by doing so wiped out the RA for my still malfunctioning router, and killed the line for a few hours. I asked for a 3 month credit, and they called back saying I' hadn't lost service since early March, and could offer a month and a half of credit based on that. I have simulring setup on the account, and I believe because it rings through onto a cell phone they consider that the service is still working. The main issue though is that I can't make outbound calls, nor receive them on the Vonage line.
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maximusnt
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PostPosted: Fri May 18, 2007 1:53 pm    Post subject: Reply with quote Back to top

Update: I'm currently on the phone with Vonage. The rep is telling me that although I was offered a month and half of free service (I still have the VM where the rep offered it), she will only give me two weeks credit. I now also have two new routers sitting on my doorstep. TWO!

They issued a total of 4 RAs, and I now have two routers. I find it frustrating that the notes on the account specifically state that I've been missing service since they put my number into provisioning, and yet I have a rep telling me that I haven't had any service interruptions. They also offered to downgrade my plan to 500 mins a month "for free"... I wasn't aware that there were charges for service level changes. Is that the case?
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roscopco
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PostPosted: Fri May 18, 2007 2:13 pm    Post subject: Reply with quote Back to top

There is a service fee to downgrade or upgrade, but if you have a soft phone there is no fee for canceling that. If you have had Vonage for over a year I didn't think there was a fee for downgrading, I know there isn't one for canceling after your 1 year anniversary.
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maximusnt
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PostPosted: Fri May 18, 2007 2:28 pm    Post subject: Reply with quote Back to top

Welp, I've been with them since October 2005. So, I think I'm past that stage. When I asked the CS rep to get someone on the phone who could address the issues, she put me through to tech support. Supposedly a Team-Lead is going to be calling me tomorrow about this issues. We'll see what happens then.
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maximusnt
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PostPosted: Tue May 22, 2007 5:51 pm    Post subject: Reply with quote Back to top

Update: As posted on Friday, I was expecting a call on Tuesday from a Team Lead. I haven't heard anything. The credit and service downgrade they said they were going to put through hasn't happened. They issued a three week credit on the same day as I was billed. So I have credits missing from the past, and a credit for the next month. And a bill of $54.99 for service I can't use.

I've spoken to 2 Tier 2 reps today, I was promised a call back from a Team Lead by this afternoon. So far, there's been nothing. I've gone from feeling ignored, to feeling snubbed. I had 5 people at work (IT Manager / Administrator) ask me who I used for Voip today. That was fun. I had 18 months of great service. It's all been washed out in a matter of weeks.
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