Does Anyone From Vonage Monitor This Site? If so, read

Posts: 15

I will make this as brief as possible,,,,,,,,,,,,,,,,,,,,,,

Been with Vonage since 1/05. Happy with the service, in fact got a referral fee a few months ago.

Today, I decided to upgrade my Linksys RT31P2 wired router to the Motorola VT2542 wireless router. BAD MISTAKE!
Called Vonage and talked to a Nicky. After several times being put on hold so she could get "approval", she offered $52.34 for the VT2542 delivered to my door, plus one month free service. And I wouldn't have to return the old router. Nicky was very polite and seemed to know what she was doing.

I agreed. Then I get an email from Vonage confirming my order for this:

Linksys Reconditioned RT31P2RB 1 $39.99 $39.99
------------------------------------
Sales Tax: $2.40
Shipping: $9.95
------------------------------------
Total: $52.34

Well, I go to call Vonage to tell them this is wrong and guess what,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,my freakin' phone doesn't work!
So I use my cell phone (which I only use for emergencies, it's 25 cents a minute) to call Vonage and I finally end up with Cathy. She too is very helpful, but informs me that my modem has been de-activated from their system! Apparently the first gal I talked to, Nicky, not only screwed up my router order, but she also checked a box to have my current modem disabled immediately. How stupid is that?

As we speak I'm waiting to hear back from Cathy, on my cell phone, to see what,,,,,,,,,,,if anything,,,,,,,,,,,,,,can be done about this.

The kicker is I'm self employed, working from home, and need the phone for way more than idle chit-chat.

Sorry to vent but this whole scenario is unacceptable. If I ran my business this way, I'd be on the street.

Posts: 4751 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4751

Have you tried going on to your account page on the web site and "adding" the old RT31P2 as a "new" device? Who knows, it might even work to at least get your phone working again.

Posts: 87 · Vonage Forum Senior Joined: Oct 26, 2006 Posts: 87

you obviously have two different issues here.

first i would call and speak to someone in tech...not cust care...tech will be able to get the device activated while you are on the phone...but you must talk to someone in NJ to get this done quickly..if they are overseas tell them to escalate you and that you are a multiple caller for the same issue.

disregard the email saying that you are getting another RTP31P2, this is a system default issue as the vonage system always tries to replace the device that you have with the same device or one comparable and automatically sends that email. The agent should have informed you to disregard that email as what she most likely did was lock that order so it does not ship and create a ticket and note the account that you are to get the motorola device and an engineer will change it so that the correct device is shipped.

so i would not sweat the email issue, but i would call back to take care of your lack of service...they can reactivate it for you....as steve said you could even try to enable yourself through the web account but it most likely will not work as your number has been moved to the other device that has not shipped yet...

i would call them and talk to acct management or a NJ tech (ATS)

Posts: 15 · Posted: Fri Oct 19, 2007 8:07 am Post subject:

Guys, thanks for the suggestions.

This morning I talked to a tech in NJ. He tried everything under the sun to reactivate the Linksys router, but no go, the system won't let him.
He stated that the rep I placed the order with should have never deactivated my existing router, it makes no sense. He can't understand why cust service reps are even given the ability to deactivate.

He also informed me that a dummy number has been created and I'll be billed for a second number if I don't call to cancel it.

Received this in my incoming email:

Item Quantity Unit Subtotal
*******************************************************************
Motorola VT2542 1 $99.99 $99.99
Motorola VT2542 Rebate 1 ($40.00) ($40.00)
Phone Number 1 $0.00 $0.00
Activation Fee - Additional Line 1 $29.99 $29.99
Premium Unlimited Plan - Additional Line
(Oct 18 - Nov 11) 1 $20.15 $20.15
Regulatory Recovery Fee 1 $0.99 $0.80
Emergency 911 Cost Recovery 1 $0.99 $0.80
------------------------------------
Sales Tax: $7.30
Sales Tax: ($2.40)
Federal Universal Service Fee: $1.44
Shipping: $19.95
------------------------------------
Total: $138.02

So far I have paid over $35 in cell phone charges to try and get this resolved. I'll call Vonage to get this screwy bill taken care of if (or when) I get my home number working again. The new router is supposed to arrive in 3 to 4 days.

Could this be any more screwed up?
If it wasn't so early in the morning I'd have a drink.

TO ANYONE UPGRADING YOUR ROUTER-------------------------
MAKE DAMN SURE THE REP DOESN"T DEACTIVATE YOUR EXISTING ROUTER

Tom

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

I know you were looking for a Motorola router, but I bought a Linksys wireless vonage adapter in a retail store and paid much less than anything Vonage could offer.

Now I have a back up in case one goes down.

Posts: 15 · Posted: Fri Oct 19, 2007 10:50 am Post subject:

roscopco wrote:

I know you were looking for a Motorola router, but I bought a Linksys wireless vonage adapter in a retail store and paid much less than anything Vonage could offer.

Now I have a back up in case one goes down.

Wish I'd have known something like that was available.

All I want to do is go wireless with my laptop, using a Vonage enabled router.

C'est la Vie

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

I know Staples here in Canada has them for around $40.00 check out staples online and see if they have them, then again you already got soaked by Vonage for one coming in the mail.

Posts: 15 · Posted: Fri Oct 19, 2007 11:10 am Post subject:

Actually the price wasn't bad, 52 bucks delivered and one month free service worth 25 bucks. Net $27. IF it had been handled properly.

When the dust settles, I'm going to hit on them for a reduction to $19.99 a month, which others have gotten.

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

Isn't the free month due to them opening a new account?

I agree with you, once this gets settled then go for the lower rate.