No customer care from Vonage

Posts: 1 · New Forum Member Joined: Jan 29, 2005 Posts: 1

My Vonage router arrived on Friday. I hooked it up, but got no phone light and no dial tone. I spent two hours on the phone with Vonage reps who clearly had little experience. One finally told me the problem was internal to Vonage and gave me a "ticket number" that I was to give to customer care if the problem wasn't fixed. On Saturday, of course, the problem wasn't fixed. Called Vonage again, was on hold for 24 minutes, then a rep finally answered and, after some reluctance, took my ticket number. He said "Hold for a moment," and hung up on me. I cancelled Vonage with my next phone call. That number, for all interested, is 800-860-5491.

Posts: 11 · Posted: Sat Jan 29, 2005 11:48 pm Post subject:

I too was in the same boat last night... I was on hold for about 1hr 15min waiting for tech support when a reg. Cust. Serv Rep picked up and said that he could not help and would have to transfer me to Tech Supp. Well While waiting on hold for another 15min, it hung up on me... (1hr 30min now) Very fustrated I called back and finally got through to tech support and this gentlemen really took the time and effort to help.. Because of this tech's efforts and being very patient is why I was not that upset anymore, although it was past midnight (Ca). Bottom line try to give them a chance to fix the issue and trust me I know it can be fustrating, but when it works its great... My 2 cents...

Posts: 12 · Vonage Forum Associate Joined: Feb 04, 2005 Posts: 12

Only 1 hr 15 min? Not bad...I've called a few times with a cordless that has a battery life of 2.5 hours and the battery died after about 2 hrs, then switched to a regular phone and still waited 45 minutes...

then when it finally rang to a transfer their system hung up. I've had 3 calls there where it took about 3 hours to get to support, two of those times their system hung up, so 1.25 hours isnt too shabby.

I just call in the morning, put it on speaker phone, eat breakfast, walk the dog, catch the morning news and take my kids to school and by the time i get back I only have to wait 35-45 minutes tops. That is unless their system hangsup on me..75% chance, in which case I just call again and go catch a movie or something (Like gladiator, something long) and by the time I get back..I gamble with the 75% hang up problem again. do it enough times and and you can easily get that 75% hangup percentage down to 50% and your making progress..

Posts: 2251 · Posted: Fri Feb 04, 2005 7:00 pm Post subject: Re: heh

michin1 wrote:

..I gamble with the 75% hang up problem again. do it enough times and and you can easily get that 75% hangup percentage down to 50% and your making progress..

What you think is a "hang up" is not a hang up. You are still in the que. The music on hold just stopped playing (after about 15 minutes)

Posts: 12 · Vonage Forum Associate Joined: Feb 04, 2005 Posts: 12

I'm pretty sure its a hang up..the music stops, and a tone over and over is heard, follwed by a fast tone over and over, similiar to if i were to pick up the phone and let it sit there without dialing followed by an unlimited amount of silence...

Posts: 2251 · Posted: Fri Feb 04, 2005 7:19 pm Post subject: Re: well

michin1 wrote:

I'm pretty sure its a hang up..the music stops, and a tone over and over is heard, follwed by a fast tone over and over, similiar to if i were to pick up the phone and let it sit there without dialing followed by an unlimited amount of silence...

ah, yes, that would be a hang up.

Sorry, I was trying to help Smile

Posts: 12 · Vonage Forum Associate Joined: Feb 04, 2005 Posts: 12

thats ok I actually had to pick up the phone and wait for the tone to make sure thats what it was and if it was different i was gonna scream

Posts: 11 · Posted: Fri Feb 04, 2005 10:12 pm Post subject: No support

I have sent 3 e-mail support messages and have not recieved a single reply, the oldest being 5 days old. Each time I try to call It ALWAYS ends up at a fast busy disconnection. I have the ability as a small ISP owner to send thousands of customers but at this poing it may be worth looking into doing Voip myself. It's unbelieveable to me that the customer support is so poor...

Posts: 86 · Posted: Fri Feb 04, 2005 11:14 pm Post subject:

Can you send me some contact info. I will see if I can help.

Posts: 11 · Posted: Fri Feb 04, 2005 11:37 pm Post subject: please check your PM

please check your PM