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jiro2905
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PostPosted: Tue Dec 01, 2009 2:34 pm    Post subject: ToS BS, and the 5000 minute jerk... Reply with quote Back to top

well i have had Vonage for a number of months now and have had no issue untill late, when i got a phone call informing me i was excessivly using the phone line, and they were tellingme i was going to be switched over to a small business account, but when i signed up for Vonage over the phone the man i spoke with never mentioned that there would be a 5000 minute cap before they started looking at my account, and with my wife out of town in canada it is the only way i had to talk to her and my daughter, i tried to explain i missed my wife and yes, maybe we talked for longer then the 5000 minutes would allow but at the same i was told this was an "unlimited plan" and as such i would have unlimited minutes to call any country in the world that which included canada, well my assumption was gravely mistaken, as of today my service was shut off and i was informed to get it back i would have to pay an increased rate for the small business account which is roughly $20 more then what i'm paying now, this doesn't seem like much but i was recently injured and am forced to live with my parents (both of which are on disability) and we are barely making it by as is, i tried to explain this to the woman i spoke with but she spent too much time telling me about how there was nothing she could do, and not letting me speak to even understand what was happening on my end... i guess long story short what i'm saying is; how is 2.78 hours a day excessive? has no one that runs Vonage ever seen what a teenager can do to a phone?... my mother and myself have ran up the minutes between me talking to my wife and daughter and her talking to her family in michigan, but on that we were told it was an unlimited plan, i would probably never taken the service if i were told it would lead to this...


5000 minutes... 2.78 hours a day...

Vonage who are you to say what's excessive?!
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Steve48
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PostPosted: Wed Dec 02, 2009 6:47 pm    Post subject: Reply with quote Back to top

We understand your irritation, but please understand that this forum is not owned or operated by Vonage. No one here can do anything about what happened to you.

_________________
Steve Gray
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ScottZ013
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Joined: Aug 15, 2008
Posts: 11

PostPosted: Wed Dec 02, 2009 7:02 pm    Post subject: Reply with quote Back to top

Hey. I am not defending that policy. I also believe an unlimited plan should be unlimited. I am going to explain the reasoning behind this. In order for Vonage to compete with other Voip providers, Vonage needs to keep its price point at $24.99. What Vonage does is it finds the least expensive carriers to to complete its call to keep prices down. If someone places calls in excess (over 5000 minutes), its not cost effective for Vonage to retain that customer. Usually, Vonage would not "flag" an account as excessive if it was an isolated incident (just 1 month over 5000 minutes). I have to assume in your case its been a couple months over 5000 minutes. If it was just the 1 month, I would definitely call and ask for a Supervisor. In regards to changing to a small business plan, that is done to cover the overages of the excessive minutes. Please understand that Vonage is a business and has to make money to stay in business. Vonage does everything in its power to keep the price at $24.99 a month. I know it is very frustrating when your situation is unique and you are not getting anywhere with an agent. There are many channels you can use to get the issue resolved. First, ask for a Supervisor to discuss the issue and explain your side. If that doesn't work, you need to escalate the issue to the Executive Response Team. They deal with issue that are sent to the CEO, Directors, etc. Finally, the best advise I can give is to try your best to keep it under the 5000 minuets in consecutive months. Good Luck.
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DigitalVoice
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Joined: Dec 14, 2004
Posts: 162
Location: Phoenix

PostPosted: Wed Dec 02, 2009 8:55 pm    Post subject: Reply with quote Back to top

2.78 hours a day... talking on the phone. Eek

Well, considering average working people sleep 8 hrs and work 8 hrs a day - that leaves 8 hrs of "free time". Then you need to cook, eat, shower, buy food, etc, etc. Not to be jugemental, but... that is significant time spent on the phone for most people.
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jiro2905
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Joined: Dec 01, 2009
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PostPosted: Wed Dec 02, 2009 9:08 pm    Post subject: Reply with quote Back to top

digital voice, you obviously don't have teenage daughters Wink


but yeah i switched to magic jack, the same kind of srvice and over $300 cheaper a year
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DigitalVoice
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Joined: Dec 14, 2004
Posts: 162
Location: Phoenix

PostPosted: Wed Dec 02, 2009 10:25 pm    Post subject: Reply with quote Back to top

jiro2905 wrote:
digital voice, you obviously don't have teenage daughters Wink


Not yet, she's only 8.

But by then hopefully we'll have free worldwide wireless plan with AT&T! (ok... maybe with 2 year agreement).

Lol
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jiro2905
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PostPosted: Thu Jan 28, 2010 9:58 pm    Post subject: Reply with quote Back to top

i didn't want help with my problem but hopefully if anyw=one reads this they will listen to what i'm saying...

get magicjack... its $20 a year and its the same style of service you get from Vonage only limit is its US and canada... its great, i haven't have not one issue with it!!!
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