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

In The Forum:
Hard Wiring - Installation
Topic:
W52p Setup
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
...

In The Forum:
Vonage
Topic:
A good sip trunking provider
On Jul 17, 2016 at 23:42:46

James44 Posted:
Which network
connection do you
use?
...

In The Forum:
Vonage
Topic:
Wireless Access Point plugged into switch
On Jul 13, 2016 at 22:55:00

jjatsk Posted:
We are renting a
few offices right
next door to our
main building. I
have a wireless
...

In The Forum:
Vonage
Topic:
Wireless Access Point plugged into switch
On Jul 09, 2016 at 12:00:54

Pman Posted:
Hello, While
Vonage has been a
great service over
the years, it is
time to part
...

In The Forum:
LNP – Local Number Portability
Topic:
Cannot port phone number to new carrier - repeated failures
On Jul 05, 2016 at 09:12:07

jbugz67 Posted:
We recently
purchased 5
Polycom VVX 300
phones from
Vonage, and have
regretted
...

In The Forum:
Vonage
Topic:
Nothing but problems with VVX300
On Apr 15, 2016 at 14:58:07

RichardPi Posted:
Hello, does
anybody recollect
how to get into
wifi password from
diggings router?
...

In The Forum:
Hard Wiring - Installation
Topic:
How to arrive at wifi password?
On Mar 31, 2016 at 02:39:07

RichardPi Posted:
Hello, does
anybody know how
to get into wifi
watchword from
home router?
...

In The Forum:
Hard Wiring - Installation
Topic:
How to be noised abroad wifi password?
On Mar 30, 2016 at 18:48:05

achow26 Posted:
BrettaMan, I am
having the same
problem. I do not
have the loopback
plug. I tried
...

In The Forum:
Hard Wiring - Installation
Topic:
Vonage issue with USTec UX-226
On Feb 16, 2016 at 14:13:37

alicesmith Posted:
I have used the
PBX phone system
in my new office.
I was very
confused about
phone
...

In The Forum:
Vonage
Topic:
IP PBX for small business
On Jan 29, 2016 at 01:49:14


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Ferox
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Joined: Jul 14, 2008
Posts: 2

PostPosted: Sun Jul 13, 2008 7:11 pm    Post subject: Terrible Customer Service Reply with quote Back to top

Today i bought a D-link VWR-VR Wireless router To replace my old unit that had stopped working And when i tried to register the mac address with my account i was told it was invalid. I called customer support and was told that the Mac address to the Brand new Router that i purchased from Circuit city only hours before, is registered to another active Vonage account and that i have to return the item. Since the Store that i purchases the router from is almost an hour drive from my home i was unhappy with that option. I do not like the idea of spending more money on gas than i did for the new router. I was told there was a way for the mac address to be removed from the other account and registered with mine through a request in upper management, when i asked to speak with someone in management i was place don hold given several excuses why management was busy then hung up on. I immediately called back, and went through the same conversation with another rep' then asked to speak with management, once again management was busy and i had the option to hold again or leave a number and someone would contact me shortly. I left a number and waited for a call, 4 hours later i still have not received a call and have called customer service yet again and was hung up on yet again. (Mind you i was being polite and as courteous as possible each time i called)

I think this is absolutely the most terrible customer service i have ever had to deal with, My local cable company comes to my home and fixes problems like this right away without question, maybe if i had used their phone service i would not have had to waste 100.00 on a router and 40.00 on gas, to replace a defective router.

I do not believe any customer should be treated this way and am seriously considering switching my service because it seems Vonage does not care to assist me with this problem.
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Darrell_G
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Nov 05, 2005
Posts: 881

PostPosted: Sun Jul 13, 2008 7:46 pm    Post subject: Reply with quote Back to top

It's unfortunate that you had to go through this experience. When a MAC address is assigned to someone else's account, it's really in your own best interest to return the device and exchange it for a new one. As you stated, the person who previously owned the device returned it while their account was still active which created the invalid error when you tried to register the address. With this being the weekend someone in upper management may attempt to contact you tomorrow...only an assumption on my part.
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Ferox
New Forum Member
New Forum Member


Joined: Jul 14, 2008
Posts: 2

PostPosted: Sun Jul 13, 2008 8:14 pm    Post subject: Reply with quote Back to top

The Router was "New" .. I dont see how someone else could have used it.. It still had the plastic wrapping on the box.. So the unit was never previously used.

If it is in my "best interest" to return the item, which i feel it is not expecially considering the high cost of gas prices. I expect to be compensated for thier screw up.

But If anything i think it would be in my best interest to switch to Verizon, they seem to be a more competent service provider.
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Darrell_G
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Nov 05, 2005
Posts: 881

PostPosted: Sun Jul 13, 2008 8:44 pm    Post subject: Reply with quote Back to top

Believe me when I say you're not the first to purchase a "new" device and then have trouble registering the MAC address because it was previously owned by someone else. Here is one example: http://www.vonage-forum.com/ftopic12484.html

My mentioning it was in your best interest was for you to have a MAC address that was not previously registered to someone else, that's all and nothing more. Whether you choose Vonage or Verizon, the choice is yours.
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trekologer
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Dec 04, 2005
Posts: 350

PostPosted: Sun Jul 13, 2008 10:57 pm    Post subject: Reply with quote Back to top

Ferox wrote:
The Router was "New" .. I dont see how someone else could have used it.. It still had the plastic wrapping on the box.. So the unit was never previously used.


Don't for a minute think that the store doesn't have a shrink wrap machine in back to repackage returned items. Just about every store does. It takes literally two minutes to turn what should be an "open box" back into "brand new in shrinkwrap". I'd be more upset at the store for selling me something that was used as new at the new price.

As Darrell_G said, it is probablly would be in your best interest to have a device that wasn't used. The sinple reasonis that you don't know why it was returned. Did it not work, missing something, etc. That said, if you still want to use the device, you should give support a call tomorrow and explain the situation.
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