Unable to logon to the BILLING online web page

Posts: 5 · New Forum Member Joined: May 10, 2004 Posts: 5

For the past 3 weeks, I cannot get to the billing page, the other pages load and display correctly. Customer support keeps telling me that the engineers are working on it.

Anyone else with this issue?

Posts: 5 · New Forum Member Joined: Oct 20, 2007 Posts: 5

I also am having this issue. I am guessing that they have a serious bug in their system for it to be down for so long.

Posts: 192 · Posted: Tue Oct 23, 2007 3:53 pm Post subject:

This is getting ridiculous. I haven't been able to get into the billing web page for weeks now. I am on the 500 minute plan and want to check how many minutes are left. This is the only page with that information.

Posts: 5 · New Forum Member Joined: Oct 20, 2007 Posts: 5

I am also on the 500 minute plan and need to check my billing info.

I am worried because during an outgoing call last week Vonage dropped the connection. After I recycled power on the Vonage box, I was able to re-dial the call. Now, I have 4 (yes, countem, four) calls that last exactly 4 hours each on my dasboard page. All at almost exactly the same start and end time and all from my number to the exact same number. I want to see how Vonage resolves this issue

Posts: 10 · Vonage Forum Associate Joined: Feb 11, 2006 Posts: 10

I have tried numerous times since 10/12/2007 to obtain the detail for the charge Vonage made to my credit card on that day. The charge was in excess of the price of Unlimited Plan even though I am Basic 500 minute plan. It is probably extra minutes but without the detailed information I am unable to reconcile my bill.

Every time I attempted to go to the "Billing" page, I received the following message:

" Error

Sorry, an error has occurred. Please try again later.

Click here to return to your Dashboard.

Click here for the Care Center. "

When I finally called Customer Care today, they said the problem has been on going since 10/1 and is not anticipated to be fixed before 10/31. When asked why they didn't have a more informative error message rather than just "Error", there was no response.

Posts: 5 · New Forum Member Joined: Oct 20, 2007 Posts: 5

You should probably call Vonage and see what is going on with your account. I guess if you are going to call the call with their "customer service" folks anyway you could bring up the billing page issues and see what they say and post the response

Posts: 1 · New Forum Member Joined: Oct 30, 2007 Posts: 1

I emailed Vonage and said I was getting an error page when trying to get to the billing page (I am) and if they could email me my billing details. Here's the response (with some things changed to nnn):

Thank you for choosing Vonage, the #1 rated digital phone service!

I understand you are unable to view the billing from your Vonage Online Account and wish to have the billing details.

We are aware of this issue and our engineers are working to resolve it as quickly as possible. We pride ourselves in being focused on customers like you who make our company successful. I apologize for your experience with this issue.

Our records indicate that we have issued Invoice Number: nnnn on Oct 28, 2007 for $25.26. This invoice includes the following charges:

1. Residential Basic 500 Minutes Plan for 1-(nnn)-nnn-nnnn (28/Oct-27/Nov) for $14.99.

2. Overage Calls for 1-(nnn)-nnn-nnnn (28/Sep-27/Oct) for $5.45.

3. Other applicable taxes.

If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you!

- On-Line Help Center at http://www.vonage.com/help.php
- Contact Us at http://www.vonage.com/help_contactUs.php
- Or call toll-free at 1-VONAGE-HELP (1-866-243-4357)

Thanks again for choosing Vonage, a better phone service for less!

Sincerely,

Vonage Customer Care

Posts: 1 · New Forum Member Joined: Nov 02, 2007 Posts: 1

I have had the same problem as everyone else for nearly a month. I contacted e-mail support and received the same cookie-cutter response that they are working on it. I called them on October 28 and the CSR advised me that they are working on it and it only is a problem for the people who are on the 500 min/mo plan and in order to see the billing page you have to pay for the unlimited plan. I asked if they will be offering any compensation from this especially those who went over since they are not able to check their minutes used and she said no. She said I could call and ask how many minutes I have used, so I did. This is the funny part. She said she can not retrieve that information since the system is down.

Posts: 192 · Posted: Sat Nov 03, 2007 8:55 am Post subject: Re: Going on for way too long

Alopeke wrote:

I have had the same problem as everyone else for nearly a month. I contacted e-mail support and received the same cookie-cutter response that they are working on it. I called them on October 28 and the CSR advised me that they are working on it and it only is a problem for the people who are on the 500 min/mo plan and in order to see the billing page you have to pay for the unlimited plan. I asked if they will be offering any compensation from this especially those who went over since they are not able to check their minutes used and she said no. She said I could call and ask how many minutes I have used, so I did. This is the funny part. She said she can not retrieve that information since the system is down.

Now this is absurd! The people on the 500 minute plan are PRECISELY THE PEOPLE WHO NEED TO SEE THE BILLING PAGE THE MOST!! We're the ones who need to monitor our minutes.

Posts: 63 · Full Forum Member Joined: Jun 07, 2007 Posts: 63

seems like the reps can pull it up on their side..this is actually an ongoing issue with vonage..and we do not have an idea when this will end