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mikebrown Posted:
there, Please
check out -

In The Forum:
Hard Wiring - Installation
Hardwiring in a Rental House
On Oct 24, 2017 at 22:29:48

mikebrown Posted:
Hello, I think
you should consult
it with the Expert
they can surely
help you

In The Forum:
Hard Wiring - Installation
Hardwiring in a Rental House
On Jun 24, 2017 at 09:15:34

Haniltery Posted:
For wipe call
history also some
of the offline, in
gengral , it
usually apply to

In The Forum:
How to Delete call history from online account?
On May 09, 2017 at 06:14:26

diana87 Posted:
You have to use
VPN service to
and get free
access while

In The Forum:
Recent calling problem from Egypt
On May 02, 2017 at 17:28:06

dconnor Posted:
What is the main
number on the
account? And
which one is the
virtual number?

In The Forum:
Vonage UK
How do you call 999
On Apr 27, 2017 at 18:52:02

Trafford Posted:
Seems like a
question. We
rely exclusively
on a Vonage system
for our

In The Forum:
Vonage UK
How do you call 999
On Apr 27, 2017 at 10:42:50

diazou Posted:
Hello, It's
compatible with
Android your phone
? Thanks!

In The Forum:
IP PBX for small business
On Mar 28, 2017 at 12:42:33

jeddaisg Posted:
Hi all We have
a Vonage VOIP
system for our
office. Lately,
our call quality

In The Forum:
Ethernet Cable; Wiring schematic? 568-B?
On Feb 23, 2017 at 18:33:52

beast321 Posted:
I don't know if
you heard, that
many more
Dreamcast games
are opened up

In The Forum:
Fax - Tivo - Alarms
Using phone as a dial up modem for Dreamcast Gaming
On Feb 16, 2017 at 03:16:51

Av8rix Posted:
Sorry to start a
new thread on an
old topic but when
I google “Vonage
MAC address

In The Forum:
New adapter and router -- MAC change
On Jan 11, 2017 at 01:07:21

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Vonage Forum Junior
Vonage Forum Junior

Joined: Feb 08, 2005
Posts: 33
Location: Utah, USA

PostPosted: Wed Mar 09, 2005 6:07 pm    Post subject: Reply with quote Back to top

mbhn5204, your evidence is compelling, but your conclusion is flat wrong. You are right that the people working in Customer Service are most likely doing their best under very difficult circumstances. But if you think management is not to blame or that they have done a reasonable job, you know little or nothing about what management is about. From another post of mine:
Is it Customer Service's fault? Of course not. They are victims of a management elite that tenaciously shields itself from any real contact with the problems encountered by their understaffed, undertrained, and disempowered employees. Vonage management has effectively adopted a policy of "Shoot our messenger... while we hide behind the desk."

I believe that every rep I've encountered has the best intentions, and truly wants to help. But clearly they haven't the tools necessary. Proof? Not ONE SINGLE Vonage EMPLOYEE has actually called the intermediate carrier and worked the problem. If people who have waited 7 or 8 months don't get that kind of service, the only reasonable conclusion is the Vonage DOESN'T HAVE that kind of service. The employees are impotent to do anything but apologize and resubmit electronic requests... and hope their bosses someday give them more options.

...The easy answer is that they don't have the time, but that is either dishonest or ignorant. The irony is that they inevitably spend far more time (and lose far more goodwill) than they would by simply empowering their people to follow up proactively. Transfers would go quicker, phone carriers would get off their butts, customers would be happier, referrals would increase, time spent on problematic accounts would decrease, etc, etc, etc.

There is no other reasonable answer. Vonage is badly managed by marketing experts, not by expert managers. If there is one basic measure of a manager's abilities, it is the effectiveness and efficiency of their systems. Under the circumstances, some people at the top need to be fired.
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Vonage Forum Evangelist
Vonage Forum Evangelist

Joined: Feb 12, 2005
Posts: 482
Location: Nashville, TN

PostPosted: Thu Mar 10, 2005 12:55 pm    Post subject: Re: There Is Nothing Wrong With Customer Service Reply with quote Back to top

ToddlerTN wrote:
mbhn5204 wrote:
Consider the Customer Care Center. Where just a few months ago it took 5 minutes to answer a call, it now takes 10, and where it took 10 minutes, now 20. This present state of things is only temporary, but we Americans are used to getting what they want NOW! So we whine and complain.

Maybe a month ago that post didn't seem so ridiculous, but here we are only five weeks later, and things are getting exponentially worse.

Do I even need to point out that hold times are still increasing exponentially? How anyone could get through in ten minutes anymore is beyond me, unless of course they are calling the sales line, which gets answered right away.

And that really irks me. We keep hearing how Vonage is growing and signing up customers faster than ever, and it takes time to hire people to handle the increased call volume from all of these new customers. Right? But somehow, all of these new customers aren't overwhelming the Vonage SALES department. They must be hiring people pretty quickly to staff the sales lines, because that line gets answered within a minute, every single time.

I've worked in a call center and I know what it takes to train people for second-level support. But that first-level support analyst doesn't have to be a Vonage expert. First-level support is all about answering the phone, being able to follow a script to provide answers for the most common issues, and then routing the exceptions to the more experienced, second-level analysts. If we were on hold for an hour waiting for a specialist, that would make more sense. But we're on hold just waiting for someone to answer the phone!

There are tons of posts here now describing wait times of an hour or more just to speak to a human being. Often times, those calls can't even be made from your home phone, if that phone is Vonage. Not to mention the endless emails that go unanswered, and the promises of follow-up support that turn into days of silence. I'd hardly call that "whining and complaining" because not even Jeffrey Citron would call that an acceptable level of service.

mbhn5204 wrote:
Have you noticed that those who have installed their Adapter's according to the directions never report a problem? They consistently report that the ISP works fine, the Adapter works fine, the phone works fine, and there is never a complaint? There is a hint there somewhere.

That's got to be a joke. You NEVER hear of anyone who has hooked up the adapter according to Vonage's directions having a problem? The adapter always works fine, the phone always works fine, and there is never a complaint? Come on, man, look around! There are entire threads dedicated to telling people NOT to follow Vonage's directions because it kills firmware updates or simply doesn't work for some people.

And there's NO WAY you can seriously say that all of the problems are due to not following Vonage's hookup instructions. I've never had it hooked up any way other than the "official" Vonage specs, and I have problems every day. On almost every call, within a minute or two or ten, at some point my transmission turns into garble, then silence for a few seconds, and then comes rushing back with a garble and then double-speed until it gets caught up again. That sounds like latency issues with the ISP, but then at the same time, Ping Plotter says all looks good with the network. And I'm not alone. That particular issue has been getting much more common lately, too.

I chose Vonage because I didn't want to dial ten digits with AT&T or Packet8. So while I'm bragging to my friends at work that I don't have to dial the area code, they are all bragging that they're actually getting great service from their Voip providers. Kinda seems silly now...and it's getting hard to justify playing this "want and see" game with Vonage while things just seem to go from bad to worse.

The bottom line to me is this: there are plenty of people with legitimate gripes being expressed here in this wonderful forum, and it really seems arrogant to dismiss them all simply as "whiners and complainers." It should go without saying that you wouldn't have nearly the number of complaints here if Vonage was meeting their customers' needs, and your premise that "it must be the customer's fault" just doesn't seem valid to me.

I don't expect perfection. All I want is for Vonage to work reasonably well, reasonably consistently. And for them to hire enough bodies to answer their phone. Which I could say was all true when I started using Vonage two months ago. Maybe it's unchecked growth; I really don't care what it is. But if it doesn't turn around in a hurry, I'm ready to jump ship.
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Vonage Forum Junior
Vonage Forum Junior

Joined: Feb 28, 2005
Posts: 30
Location: Pennsylvania

PostPosted: Thu Mar 10, 2005 1:23 pm    Post subject: Good post ToddlerTN Reply with quote Back to top

You nailed it very well. I'm no longer a Vonage customer. I have very little patience for poor quality service anymore. It's not the American way to whine - it's just that customer focus has become a big deal in this country and we've gotten used to it. I switched to a Dial-N-Dock/Cell phone solution for my house. Yeah - another risk no doubt but they didn't just sign up 500,000 customers so the support (that I haven't needed) should be reasonable. (My cell service is Verizon - who probably have their own horror stories - but actually have 3 or 4 centers within driving distance) All my calls go through and I don't have to mess up my home network.
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Vonage Forum Senior
Vonage Forum Senior

Joined: Mar 08, 2005
Posts: 91

PostPosted: Thu Mar 10, 2005 3:03 pm    Post subject: Reply with quote Back to top

It is obvious that Voange has problems. Is ranting going to solve it?

Go to my posting

It does show some serious issues, especially if you look at the history. (If I posted them here, Dan would be annoyed)

And as he says in his post at the beginning, most people are here to help.

After 6 hours, of discovering the problem the modem has yet to be reset from Edison, NJ.

I was rightly pissed off, and used the forum to get help.


Vonage member since Jan03
ISP: Time Warner
Southern Tier NY
Set up: Surfboard SB5100 Cable Modem to Linksys RT31P2 to PC
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Full Forum Member
Full Forum Member

Joined: Mar 14, 2005
Posts: 55
Location: Glasgow UK

PostPosted: Mon Mar 14, 2005 9:56 pm    Post subject: Reply with quote Back to top

I thought customer service was brilliant with me they managed to get me connected to the network with my equiptment and i thought they were very helpfull and i didnt feel as if i was being rushed off the line like i have experienced with some customer service centres here in the UK and granted it can take some time to get through to someone but i am aware that they are helping other people and each call is different so times of calls will change so i dont mind the waiting i have a speaker phone i can do other things while wating for an answer Smile and another great thing to is that Vonage pays for the call.

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