Has anyone else has this much trouble?

Posts: 1 · New Forum Member Joined: Jun 23, 2008 Posts: 1

I have been a customer for less than a month and have spent 10+ hours on the phone with Vonage customer service trying to get my service working properly, still without any success. This process has been a horrid nightmare, between the original account creator creating 3 SEPERATE ACCOUNTS for our 2 phone lines and one fax line under the SAME NAME AND ADDRESS, taking 3 weeks to transfer my phone number (despite being told on 4 SEPERATE phone calls that it would be done within "1-2 business days"), my fax line working then not working then working then not working again, and ridiculous wait times on service calls, I'm amazed that they have any customers at all! This was simply the worst experience I've ever had in my life! I'm going back to Verizon or getting Comcast, this is just the most horrible customer service I've ever had and whomever is in charge of their Customer Service department should take a serious look at how they do business because from the little research I've done I can already see I'm by far not the only person that's complained about the service. Evil or Very Mad

Posts: 1067 · Member of the Week Joined: Feb 28, 2005 Posts: 1067

I'm sorry to hear that you have had a significant number of issues. It certainly looks like there were several missteps on the part of the initial csr rep who took your order.

It's disappointing to hear of these missteps. I recently read some posts that they have made some changes to their csr services. Even some posts were very positive of their csr experience.

I'm not trying to defend Vonage in any way, but often times they are completely dependent on your ISP. If your connection to the ISP is weak or intermittent, then Vonage call quality will stink. And there is nothing Vonage can do for you. In these instances, you will need to verify that your have a solid ISP connection by running the voip tests during various times of the day over several days. There is nothing that beats these tests right now.

hope your experience with Comcast or Verizon will be better. My experience with a telco or for that matter comcast has been subpar as well. I used to have comcast for a few years.

Posts: 162 · Posted: Mon Jun 23, 2008 9:37 pm Post subject:

The only problem I had that was vonage related, there was an outage a few months back.
The only other problems that I had were all ISP related. Once the ISP problems were repaired, my vonage experience is nothing but fantastic.

Posts: 1067 · Member of the Week Joined: Feb 28, 2005 Posts: 1067

I concur. My only downtime was clearly announced on the vonage.com website. 99% of the time, it was ISP related.

I actually no longer use the rt31p2 as my router and it has made call quality much better b/c of my wrt54g.

Posts: 3 · New Forum Member Joined: Jun 28, 2008 Posts: 3

This is what I hear when calliing my home number. My home number is the most important number and must be working at all times. Is this a reoccurring problem that can not be remedied?
This has happened to me on many occasions. I don't even know how many important phone calls I must have missed.
I have been a customer for 4 months now and I must say that I miss my landline. Yes the price was exorbitant but it always worked and when it comes down to it the only thing that matters is the functionality of the phone not the price or the features.

p.s. how about customer service instant messaging?

Posts: 162 · Posted: Fri Jun 27, 2008 11:18 pm Post subject:

Chances are that if you are having quality problems, it is NOT vonage's problem, it is a poor internet connection. Have your ISP check your connection or run the VOIP speed test. It may point to your problem.
My biggest problem with vonage was my internet connection. Once it was fixed, my vonage experience is superb.

Posts: 3 · New Forum Member Joined: Jun 28, 2008 Posts: 3

o/k i passed the speed test my service is still not superb

Posts: 1067 · Member of the Week Joined: Feb 28, 2005 Posts: 1067

what he means is to post the detailed results over a significantly varying time periods like during peak hours such as 5pm - 9 pm etc. Only tests during these various time periods will yield reliable results. All your single test tells me is that your ISP was operating well during that one test. But ISPs have itermittent issues and that's when your calls can be missed.

If your calls are that important, then I strongly recommend that you go back to a landline. Vonage or for that matter any voip service is not meant for those who depend on every single call coming in or out. Though I must say, I have never missed an important call b/c of vonage.

Posts: 3 · New Forum Member Joined: Jun 28, 2008 Posts: 3

thanks for the recommendation

Posts: 64 · Full Forum Member Joined: Jun 24, 2006 Posts: 64

Chingy,

Another option (assuming you have reliable cell phone service) is to have your Vonage Network Availability Number set to forward to your cell phone.

That way, if your Vonage connection is inoperative, you'll get the calll on your cell phone.

I have my service set up this way and almost never have a call to Vonage needing to be forwarded to the cell phone. (Comcast in Dade Co, FL).

Concur with other comments that ISP quality is the key factor....