TERRIBLE SERVICE-ANYONE ELSE?

Posts: 3 · New Forum Member Joined: Apr 01, 2008 Posts: 3

Hi, I was a Vonage customer for a year and had nothing but trouble. When I signed up I was promised a $100 rebate for buying the router and signing up,and also my same phone number. After many hours on the phone I finally gave up on getting either. The initial sales reps promised me anything to get me to sign up and when I did call for help I kept getting passed on or an a few occasions hung up on. I went to 3 independent sites to test my connection for viop and all 3 said my connection was great. My vonage phone was terrible, static and dropped calls. They wanted an additional $10+ to give me a local number which they promised in the 1st place. Vonage lied to me from the beginning and were no help at all. When I did call to cancel my service it took 45 minutes on the phone, I work 12 hour days and I have to spend 45 minutes just to cancel my service? The guy was polite, but kept trying to get me to not cancel my phone and switch to another plan or have me talk to their tec department. I requested 8-10 times for a end of service and finally after telling him I would write a bad review online he agreed. Do you get that, he agreed to stop letting me spend my own money. Crazy. Then to boot, last year I was told it was a $30 cancellation fee, another vonage lie-it was $42. The guy then had the nerve to ask me if I wanted to recommend vonage to anyone I knew. Can you believe that? Bottom line, vonage is a terrible voip and vonage customer service is even worse. Vonage has no respect for their customers wishes and they will lie to you and ignore trying to really help you. Has anyone else had any similar experiences???

Posts: 19 · Posted: Tue Apr 01, 2008 7:55 pm Post subject:

Sorry to hear that you had problems. My experience with Vonage has been nothing less than excellent. The calls are always clear and most of our calls are to Europe from the U.S. The one time that I had an equipment problem, it was solved 100% to my satisfaction. The few times that I’ve called Customer Service, they have always been very polite and professional. I wish all of the companies that I do business with were more like Vonage.

Bo

Posts: 293 · Vonage Forum Master Joined: Jan 22, 2006 Posts: 293

Posts: 879 · Vonage Forum Evangelist Joined: Nov 05, 2005 Posts: 879

BoBrown wrote:

Sorry to hear that you had problems. My experience with Vonage has been nothing less than excellent. The calls are always clear and most of our calls are to Europe from the U.S. The one time that I had an equipment problem, it was solved 100% to my satisfaction. The few times that I’ve called Customer Service, they have always been very polite and professional. I wish all of the companies that I do business with were more like Vonage.

Bo

My phone service with Vonage has also been exceptional. Whenever I've had an issue, it's been addressed promptly and to my satisfaction. Other than the device (Motorola VT2542) that I'm currently using that looses it's settings after a loss of power or rebooting the device, I'm satisfied...The calls are still crystal clear. At my request, Vonage agreed to replacing my VT2542 with the V-Portal at no cost...I just have to return the VT2542 upon receiving the V-Portal.

Posts: 292 · Posted: Tue Apr 01, 2008 9:05 pm Post subject:

Before I got Vonage, I checked the VOIP speed test. All were exceptional.
When I hooked up Vonage, I had nothing but troubles. Dropped calls, static, not hearing each other, etc.
Although, the speed test were great, I checked the cable modem. I had approximately 75 errors per day. Come to find out, there was an ISP problem. At times, connections were great, but about every 15 minutes, I would lose my internet connection. If you were not running the speed test at that time, everything was perfect.
It took over 3 months to get the ISP to find and correct that problem. Since then my VOIP speed tests were not as good as they were before, but now my Vonage is almost perfect. No dropped calls. Quality is almost as good as POTS.
There is a great possibility that your problems were not Vonage problems but were ISP problems. Vonage cannot correct your poor internet connection.

Posts: 810 · Vonage Forum Evangelist Joined: Jun 08, 2007 Posts: 810

I have had good customer service and really like the Vonage service. Overall very happy. I posted this once before, but it seems to apply to bobmakita:

When you sign a contract you are expected to live up to it's terms. So, my suggestion is DO NO get Direct TV, $350.00 in one case to cancel ( see http://www.consumeraffairs.com/cable_tv/directv.htm and http://mike.kruckenberg.com/archives/2003/03/cancelling_dire.html) , a cell phone ( http://www.consumeraffairs.com/cell_phones/verizon_wireless.html ) or other service with a contract if you do not want a similar experience.

Seems all these complaints along with bobmakita's is they do not read the terms of sale and feel that they can walk away from a commitment. So sad!

Posts: 3 · New Forum Member Joined: Apr 01, 2008 Posts: 3

Hi, I can cede the point on the isp, but not on all the run around and bad service and lying. Do you people work for vonage? Here is a link to c-net vonage user reviews http://reviews.cnet.com/voip/vonage/4852-9238_7-30974765.html?tag=sub . It gets a mediocre at best. I was just sharing my bad experience so others could find a better provider. I did read the fine print and one thing I do not do is lie! I was hoping it would be a good choice but it sure was not. By the way, I have Dish and if vonage customer service was 1/2 as good as theirs I would still be a customer. Since when is canceling a very bad service equated with quitting. If you bought a car that did not run right that you were told was a great deal and the dealer refused to fix it you would not go back and you would also tell others to stay away. Vonage should treat their customers better. Maybe you guys got great service, I wish I had (who wouldn't?)but I did not, over and over again. It should not be a hassle to cancel any service....

Posts: 293 · Vonage Forum Master Joined: Jan 22, 2006 Posts: 293

Not sure if I should bother. But I don't ever remember the cancellation fee ever being written in the TOS as $30.

Overall, Vonage customer service has been fine for me. I don't deal with them often and haven't had any significant troubles. I did have an issue that I wasn't super happy about the process to get it fixed, but we did get it worked out to my satisfaction. The phones lines I have through Vonage have exceeded every expectation I have had.

Now you should realize that this is not a VOIP comparison site, and its against forum rules to do so. Most posters here are just average users joining together to help each other work through technical issues they may be having. That in itself may be an admission that Vonage technical support may have some work to do.

However, you will find that users here are happy with their service, understand it limitations, and have been pleased with what Vonage offers.

Simply put. You sir, are barking up the wrong tree.

Posts: 99 · Vonage Forum Senior Joined: Dec 25, 2007 Posts: 99

Vonage is working GREAT for me !

PSJ aka Marc

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Posts: 810 · Vonage Forum Evangelist Joined: Jun 08, 2007 Posts: 810

outerfire wrote:

...you will find that users here are happy with their service, understand it limitations, and have been pleased with what Vonage offers.

Well put!