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VoipFrus
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Joined: Oct 24, 2007
Posts: 80

PostPosted: Tue Oct 30, 2007 5:15 pm    Post subject: Reply with quote Back to top

Another question...you did state that when they signed you back up that you called, waited, called, waited, ect...ect... did they ever explain why the holdup with porting out your #? How long were you with them the second time? It doesn't seem right to be forced to pay that amount just because you signed up to keep your number.
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daisy1
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Joined: Apr 20, 2007
Posts: 9

PostPosted: Wed Oct 31, 2007 7:20 am    Post subject: Reply with quote Back to top

Thanks for the info VoipFrus. I was with them a little over 30 days the second time, and yes they forced me to get the equipment AGAIN so they could activate. The only reason that I stayed with them that long the second time was because they kept promising to get my number back so that I could then transfer that number to my old service. I did return the equipment, but never got my refund.

I don't know how to dispute this charge. I tried having my credit card company dispute the charge, but Vonage just sent them a bunch of paper with their "standard" info about disconnect charges and equipment. I just don't know where to go from here. Can anyone tell me how to get in touch with a manager who can actually do something about this. Every time I call the customer service line, they just give me the same answer - "you cancelled after the 30 day trial period - there is nothing that we can do". I am caught in "customer service hell".
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VoipFrus
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Joined: Oct 24, 2007
Posts: 80

PostPosted: Wed Oct 31, 2007 7:27 am    Post subject: Reply with quote Back to top

What I would do if I were you is to go to vonage.com and go to the "contact us" link. This gets you through all the red tape. Maybe you could get a solution from there? Just a thought...

Seems like you were misled to me. I don't know why they had to send you another router...they could have probably postponed shipping
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daisy1
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Joined: Apr 20, 2007
Posts: 9

PostPosted: Wed Oct 31, 2007 7:40 am    Post subject: Reply with quote Back to top

I went to the Help section of the Vonage website, but the only number that I could find was the customer "no-service" number:
Customer Care:
Still can't find the answer? Every day, around the clock, our Vonage Customer Service team is ready to assist you.
Call us toll free at 1-VONAGE-HELP (1-866-243-4357)


I have called this number no less than 20 times, but always get the same answer - "you cancelled after the 30-day free trial - there is nothing that we can do".

Now what?
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VoipFrus
Vonage Forum Senior
Vonage Forum Senior


Joined: Oct 24, 2007
Posts: 80

PostPosted: Wed Oct 31, 2007 9:52 pm    Post subject: Reply with quote Back to top

Just doesn't seem right to me either. All those times you called in, was it getting documented? When you signed back up you did state that it was just so that you would be able to port your number out. I wonder if THAT was documented.... If you called them as often as you said, then there has to be records, right? Why didn't the LNP go through? Was it because of Vonage or the other phone company? In other words, whos fault was it.

I know it must seem like I am "jumping on the band-wagon", because I can understand their side as far as they can't have people just "sitting" on the service without being responsible for some type of charge...but a disconnect fee and an equipment fee FOR EQUIPMENT YOU DIDN'T WANT, NEED, AND TOLD THEM THAT!! Is just too much from Any company. I could see if they had charged you a monthly fee and then said well....you can't get that back because we charge the month in advance....but this??
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daisy1
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Joined: Apr 20, 2007
Posts: 9

PostPosted: Thu Nov 01, 2007 8:05 am    Post subject: Reply with quote Back to top

I didn't document every phone call, but have many of them documented. When I call in to ask about this, they don't seem to have any record of their "promises".

I think I will just give up. I am so tired of fighting this. So I plan to stand on my soapbox and tell everyone withiin listening range about this ordeal and that signing up with Vonage is going to create misery beyond their expectations.
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kamnet
Vonage Forum Master
Vonage Forum Master


Joined: Sep 12, 2005
Posts: 229
Location: Mt. Sterling, KY

PostPosted: Thu Nov 01, 2007 10:39 am    Post subject: Reply with quote Back to top

Contact your state's attorney generals office and file a complaint. If you have most of these conversations documented, then it should be no problem for them to assist you with getting these fees reversed.
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xnewuser
Vonage Forum Master
Vonage Forum Master


Joined: Apr 30, 2006
Posts: 152
Location: Centennial, Colorado

PostPosted: Sun Nov 04, 2007 2:01 pm    Post subject: Reply with quote Back to top

VoipFrus wrote:
This is in the TOS

6.5 Fees upon disconnection.

(a) Disconnection by you. If you attempt to disconnect service before the end of your current service term, you will be responsible for all the charges for your current term, including unbilled charges, plus any disconnection fee. In addition, if you disconnect service that is based on a commitment before the end of the commitment, you agree to pay us the applicable recovery fee.

This is in Vonage Help

Does Vonage apply a disconnect fee?

Charges

Does Vonage apply a disconnect fee?
Yes. Vonage will apply a $39.99 disconnect fee to each line that is cancelled within two years of being activated. If you cancel within the Money Back Guarantee period of 60 days and return your device within 14 days of your cancellation, the disconnect fee on the initial line ordered will be refunded.


None of this was in the TOS when I signed up. In fact, the Money Back Guarantee perion was only 30 days, and the two-year period stated above was only 12-months.
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roscopco
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Nov 08, 2006
Posts: 1326

PostPosted: Sun Nov 04, 2007 3:11 pm    Post subject: Reply with quote Back to top

Vonage changed their TOS as they are allowed to do, but since you signed up under the 1 year agreement then you are bound by that and so are Vonage.
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kamnet
Vonage Forum Master
Vonage Forum Master


Joined: Sep 12, 2005
Posts: 229
Location: Mt. Sterling, KY

PostPosted: Thu Nov 08, 2007 1:42 am    Post subject: Reply with quote Back to top

roscopco wrote:
Vonage changed their TOS as they are allowed to do, but since you signed up under the 1 year agreement then you are bound by that and so are Vonage.


That is true, UNLESS your state's contract laws prevent one-sided contracts that allows one party to change the term of the contract without the direct notification and consent of all other involved parties.

Check with your state's attorney generals office.
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