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tplink Posted:
Im trying to add
my HT802 vonage
adapter to my home
network. I
currently have
...

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Hard Wiring - Installation
Topic:
Vonage behind switch
On Dec 05, 2016 at 06:35:11

DWSupport Posted:
After recent
Vonage update that
took place on the
4th and 5th of
Nov. E-mails with
...

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On Nov 10, 2016 at 12:23:26

peterlee Posted:
Had a call from a
Hospital in Ajax,
Ontario to my home
in
Scarborough, Onta
rio
...

In The Forum:
Vonage Canada
Topic:
Hospital Incoming call unable to connect
On Nov 08, 2016 at 11:59:50

TELLDOUG Posted:
I am looking for a
product that will
make my phone ring
louder so I can
hear using
...

In The Forum:
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Topic:
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On Oct 26, 2016 at 09:21:30

HildBeft Posted:
You can recollect
password by
connecting the
router to your pc
and open the
browser
...

In The Forum:
Hard Wiring - Installation
Topic:
How to arrive at wifi password?
On Oct 20, 2016 at 05:05:49

HildBeft Posted:
Great tips..
Thanks for sharing
...

In The Forum:
Hard Wiring - Installation
Topic:
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On Oct 20, 2016 at 04:55:03

massrman Posted:
The devices are
available at
different price
margins , please
share your
estimated
...

In The Forum:
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Topic:
IP PBX for small business
On Sep 30, 2016 at 00:48:03

massrman Posted:
Hi these are most
commonly used SIP
PBX interops and
their
configuration
guides,
...

In The Forum:
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Topic:
IP PBX for small business
On Sep 30, 2016 at 00:37:45

Sammy00 Posted:
Has anyone setup a
W52p phone for
vonage? I have
a W52p with two
wireless handsets,
...

In The Forum:
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Topic:
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On Aug 30, 2016 at 10:38:01

James44 Posted:
Hi, I am
looking for a good
Sip Trunking
provider in
Canada. they
should offer
...

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On Jul 17, 2016 at 23:42:46


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Post new topic   This topic is locked: you cannot edit posts or make replies.  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage Forum Archive
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randyboy
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Joined: Dec 26, 2004
Posts: 7

PostPosted: Thu Jan 06, 2005 12:49 am    Post subject: Vonage refuses to issue credit on service that never worked Reply with quote Back to top

I've spent the last two (2) months trying to get my new Vonage service to work properly. Spent hours on hold waiting for Tech support. Sent numerous emails to Tech support asking for assistance that have yet to be responded to. Now Vonage says, since I didn't cancel in the first 14 days, they won't honor their Satisfaction Guarantee. So I'm being punished for giving them (Vonage) a chance to fix this.

How many consumers out there want to do business with a company like this?
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bbtrumpetguy
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Joined: Dec 10, 2004
Posts: 227

PostPosted: Thu Jan 06, 2005 7:27 am    Post subject: Reply with quote Back to top

Can you provide us with the details of your issue(s)? Are you saying the Tech Support (phone) refuses to work on your issue(s)?
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randyboy
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PostPosted: Thu Jan 06, 2005 8:03 am    Post subject: Credit Reply with quote Back to top

1)none of my emails to Tech support about this issue have been replied to

2) 50% of my calls into Tech Support end up on Ignore (ie. hours on hold)

3) the calls that do get through to a person, are met with one of the following:
* Vonage does not support faxing
* Vonage cannot guarantee the ability to fax- it may work and it may not
* I've changed your packet size to 10,try it again
* You cannot have two devices generating a dial tone on the same port.
* Etc.

From my perspective this says:
* Vonage does not have the staff to handle all it's tech issues (at least not in a timely manner)
* the staff at Vonage has neither the knowledge and/nor resources to resolve this issue, nor can they agree to what degree Vonage should provide support on the issue (not on same page)

My attempts to speak with a Manager about this problem we're refused!!!

The refusal of Vonage to credit me for $124.70 i've paid in 3 months for a service that did not provide that which was advertised nor the curtesy of the Manager of that Credet Dept. to speak directly with me about, speaks volumes

*
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bbtrumpetguy
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Joined: Dec 10, 2004
Posts: 227

PostPosted: Thu Jan 06, 2005 8:43 am    Post subject: Reply with quote Back to top

Is faxing your sole issue with the service? Are you trying to fax over your Vonage line or did you sign up for their dedicated fax line for 9.99/mo? If you are trying to fax on your voice line, then yes, they do NOT support this and they say this everywhere on their website. There are things you can do, lower the packet size, reduce the transmission speed of your fax machine, dial *99 I believe it is to turn off all features and to change codec. However, they won't guarantee this unless you purchase the additional line just for faxing. If you want email support I suggest you use dslreports@vonage.com to send your email requests. It has been long documented that this email address receives priority (I have ALWAYS had a response in 4 hrs. or less-except for the holiday weekend).
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randyboy
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PostPosted: Thu Jan 06, 2005 9:47 pm    Post subject: Vonage won't honor Satisfaction Guarantee Reply with quote Back to top

My issue is no longer how to get support. I've canceled this service and will NEVER do business with this company again. My issue now is that Vonage does not appear to care that:
1) their tech support people do not know if they support faxing or not
2) Their tech support difficult to impossible to communicate with
3) They have a VERY unhappy customer that has PATIENTLY waited 2 months for SOMEONE/ANYONE to contact me and fix this and now that I've decided to cancel primarily because of their LACK OF SUPPORT, they won't honor their Satisfaction GUARANTEE because I didn't complain enough sooner.
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randyboy
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PostPosted: Thu Jan 06, 2005 11:16 pm    Post subject: Vonage refuses to issue credit on service that never worked Reply with quote Back to top

also, the only reference to the word "fax" on Vonage.com's website is a sales pitch for a "Dedicated fax line". NO WHERE does it say ANYTHING about Vonage not supporting the ability to fax.

Unless, of course, your implying that Vonage wouldn't offer a "Dedicated fax line" unless their "regular" line couldn't handle it. If so, this would hardly support your statement that"

"they do NOT support this and they say this everywhere on their website"
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bbtrumpetguy
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Joined: Dec 10, 2004
Posts: 227

PostPosted: Fri Jan 07, 2005 7:46 am    Post subject: Reply with quote Back to top

Randyboy,
I mistyped. I apologize. Search this forum and also the forum www.dslreports.com/forum/voip and you will finds lots of stuff on this. I'm not going to post anymore on this topic as you don't seem interested in resolving the issue, just venting. Which is your right.
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SuperDave
Vonage Forum Master
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Joined: Dec 17, 2004
Posts: 176
Location: Maple Shade, NJ

PostPosted: Fri Jan 07, 2005 8:36 am    Post subject: Reply with quote Back to top

If you feel strongly about your right not to pay for shoddy service then dispute the charge with your credit card company. If you have documentation and a solid issue then they will take the money back. Real simple, read the back of your bill or check their website for info, but get moving there is a time limit. Good luck!
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pdrayton
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Full Forum Member


Joined: Nov 27, 2004
Posts: 49

PostPosted: Fri Jan 07, 2005 5:32 pm    Post subject: Reply with quote Back to top

Hmmmmm....

I think not hearing back from Tech Support during the 14 days Satisfaction Guarantee period is a pretty strong indicator that you're not receiving satisfactory service.

Why didn't you cancel after 14 days and return the equipment if you didn't hear back from them? If you didn't cancel simply because you were waiting for a response, then tsk tsk tsk.

The Satisfaction Guarantee is made very clear... the fax capability is made very clear.

The only thing that isn't clear are the details about what isn't working for you regarding faxing. Are you trying to connect a fax machine without paying for "Vonage Fax"?

Here's what Vonage says on their web site: "Just add a Vonage fax line and then plug your fax machine into Line 2 of the Phone Adapter, and you can begin sending and receiving faxes. Vonage fax works with all brands of fax machines."

This is crystal clear. If you want to fax, you have to add a Vonage fax line.

Also on the web site is: "Residential plans offer fax services for $9.99 plus taxes per month which includes 250 minutes of outgoing fax service to all 50 states and Canada, plus unlimited incoming fax service every month (at no charge). Fax minutes exceeding 250 minutes each month, are billed at 3.9 cents per minute. International faxes are billed at our low international rates."

Just because you want to do something doesn't mean you can ignore all the information that tells you differently.

Hope you enjoyed venting... don't think anyone here is feeling for you, though. Sorry!
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randyboy
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Joined: Dec 26, 2004
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PostPosted: Fri Jan 07, 2005 9:57 pm    Post subject: I disagree Reply with quote Back to top

I disagree on your interpretation of the Vonage offer for a "Dedicated Fax Line".

The fact that Vonage offers a separate DEDICATED fax capability does not necessarily mean it won't work without one and it's most definitely not clear (as many users of this forum are discussing this very issue right now). Even other techs in your organization disagree on this capability.

A simple statement in their FAQ's (or anywhere on their website that states "Vonage does not support fax capabilities without purchasing a separate Dedicated Line" would suffice. Yet, strangley enough, this statement appears NOWHERE on there website.

Look. I'm not the only one with this problem and you know it. This Forum is packed with users with the same issue. If Vonage doesn't support this capability then why don't they SAY IT instead of IMPLYING IT. I'll tell you why, THEY WOULD LOSE SALES. Obviously tricking consumers into giving your company money, hoping you don't complain to loudly during the 14 trial so they can pocket the cash. Sounds like a Fortune 500 candidate to me
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