Extremely Frustrated with Vonage

Posts: 2 · New Forum Member Joined: Jun 05, 2007 Posts: 2

So for the past month and a half I have been without a VoIP Router because the original Linksys router they sent me two years ago finally died. I called tech support and they said that because it was out of warranty that I would have to purchase a new one and then call them back with the MAC address and they would associate that router with my phone. I looked around in my local stores and found that they only sell the PAP2 and the 54G routers, which in my research both have been poorly reviewed. I looked on Vonage's site to see that they have the Motorola VT2542, and it has received some good reviews, so I wanted to purchase that router as my replacement. Sounds easy enough right?

NOPE! I have been given the runaround for the past month. They tell me the only way I can purchase it is to either create a new account (and lose my number, and pay associated fees), add a line and then associate the device with my old line (and pay associated activation/disconnection fees), or buy one of the devices from local retailers. Each time I talk to them, either on the phone or through email, I am given a new runaround and am jumping through hoops just to replace my router, but then I read stories on here of people who can call up and within five minutes are able to have someone ready to sell them a new replacement router for the price posted on the website (i.e. with rebates)!!

Why am I getting such a runaround!? All I want to do is replace my router.. but I guess if this is impossible I will just have to take my business elsewhere..

Posts: 1 · New Forum Member Joined: Jun 05, 2007 Posts: 1

so it looks like i'm not the only one that's a bit heated...

i just cancelled my service due to their frequent service outages. i only had vonage for several months and since it hasn't been a full year, there are disconnection fees associated. let's see....i pay on a monthly basis so you would think that constitutes a "service term":

(from their terms of service)
2. SERVICE TERM.
2.1 (a) Service Term. Service is offered and paid for on a prescribed recurring basis for a term that begins on the date that Vonage activates your Service and ends on the day before the same date in the following period ("Service Term"). Subsequent terms of this Agreement automatically renew for the same Service Term unless you give us written notice of non-renewal at least ten (10) days before the end of the applicable Service Term. You are purchasing the Service for the full Service Term, meaning that if you attempt to disconnect Service prior to the end of the applicable Service Term, you will be responsible for all charges relating to the then-current Service Term, including unbilled charges, plus a disconnection fee, if applicable, all of which will immediately become due and payable. You will also be responsible for charges for the following Service Term in the event that you do not provide the requisite ten-day disconnect notice as described above.

...but "please refer to section 3.6" says the rep:

3.6 Disconnection Fee (Does Not Apply to Business Plus Customers). You will be charged a disconnection fee of $39.99 per voice line if your Service is disconnected, subject to applicable state and local laws. However, if your Service was activated on or after February 1, 2007 and is disconnected after two (2) years following your activation date, the disconnection fee is waived. If your Service was activated on or before January 31, 2007, the disconnection fee is waived if your Service is disconnected one (1) year following your activation date.

does anyone else see the contradiction and confusion?!

Posts: 43 · Full Forum Member Joined: Nov 27, 2006 Posts: 43

I think it's pretty clear. Section 2 refers to when a service Term starts and ends (ie monthly). Each term automatically renews for another month unless you give them 10 days written notice.

Then, it says you are responsible for the whole term and any disconnect fee. That is, no prorating of the month.

Then Section 3.6 refers to that if you signed up before Jan 31 2007, you must be with Vonage for at least a year to get the disconnect fee waived. And if you signed up after, then you must wait at least 2 years to get it waived...

What are you trying to argue ?

Posts: 10 · Vonage Forum Associate Joined: May 17, 2005 Posts: 10

To get a free router for the one you have had for 2 years, call to "Cancel all phone numbers", get connected to the Accounts dept, tell them you are doing it because your router has failed, then you will be offered a free replacement if you will agree to keep the service

Posts: 67 · Posted: Tue Jun 05, 2007 4:43 pm Post subject:

DaveBusa wrote:

To get a free router for the one you have had for 2 years, call to "Cancel all phone numbers", get connected to the Accounts dept, tell them you are doing it because your router has failed, then you will be offered a free replacement if you will agree to keep the service

How silly... I've had my Linksys router for over two years and just had it replaced with the Motorola VT2542. Call and talk to the account management team.

Posts: 153 · Vonage Forum Master Joined: Jan 11, 2007 Posts: 153

Note, however, that even for new lines or new customers the VT2542 isn't free; the rebate only covers part of the cost and you're required to pay $59.99 yourself.

For my money I'd get a different wireless router on my own, one with two antennas for diversity, and one that could be flashed with OpenWRT. And then pick a decent but free Vonage ATA with no wifi.

Posts: 2 · New Forum Member Joined: Jun 05, 2007 Posts: 2

strongj wrote:

DaveBusa wrote:

To get a free router for the one you have had for 2 years, call to "Cancel all phone numbers", get connected to the Accounts dept, tell them you are doing it because your router has failed, then you will be offered a free replacement if you will agree to keep the service

How silly... I've had my Linksys router for over two years and just had it replaced with the Motorola VT2542. Call and talk to the account management team.

How exactly did you get yours replaced, and for what reason? Every time I talk to them they tell me that in order to replace it I will have to do this or that, with all associated fees..

Posts: 67 · Posted: Tue Jun 05, 2007 5:50 pm Post subject:

khanselman wrote:

How exactly did you get yours replaced, and for what reason? Every time I talk to them they tell me that in order to replace it I will have to do this or that, with all associated fees..

If you just talk with a sales rep, they will only tell you what their "script" says. You need to elevate your problem to the account management team. Since you said your router is dead, they certainly will replace it for free... unless there are others circumstances that are associated with your account which would make them choose not to do that. I suppose being congenial on the phone to them will also go a long way to solving a problem.
Very Happy

Posts: 187 · Vonage Forum Master Joined: Feb 14, 2007 Posts: 187

jcovert wrote:

For my money I'd get a different wireless router on my own, one with two antennas for diversity, and one that could be flashed with OpenWRT. And then pick a decent but free Vonage ATA with no wifi.

I agree about separate router/adapter.

However, Vonage has made this impossible - they no longer offer an adapter-only unit :-(

Mark

Posts: 27 · Vonage Forum Junior Joined: Mar 25, 2007 Posts: 27

They do still offer the Dlink VTA Adaptor only. You can call customer service and ask about it. or reach it by searching for it on the web site or through the Virtual Customer Service Agnet. They are also being sold at Walmart, Target, Compusa, and on Amazon.com.

The are promenently featured on the Vonage Canada and Vonage UK sites. I don;t know why they are making them so hard to find on the Vonage US web site. But I do know that Vonage is expanding their retail out reach and the DLink-VTA is being sold at retail stores every where.