Sign up

Vonage Forum Menu

Vonage Forums
Vonage VoIP Forum
I am looking for a
product that will
make my phone ring
louder so I can
hear using

In The Forum:
Looking for a ringer ameliorate
On Oct 26, 2016 at 09:21:30

JimzyRom Posted:
cialis 20mg online
generic cialis
cialis knowledge
base <a

In The Forum:
Hard Wiring - Installation
Procure cheap generics no recipe
On Oct 24, 2016 at 20:40:08

JimzyRom Posted:
online pharmacy
usa generic
cialis brand
cialis <a

In The Forum:
Hard Wiring - Installation
Believe cheap generics no recipe
On Oct 24, 2016 at 20:01:14

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

In The Forum:
Hard Wiring - Installation
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
How to have Vonage and another land line?
On Oct 20, 2016 at 04:55:03

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

In The Forum:
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

In The Forum:
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:
Hard Wiring - Installation
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:
A good sip trunking provider
On Jul 17, 2016 at 23:42:46

James44 Posted:
Which network
connection do you

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

Vonage VoIP Forums

Vonage In The News
Vonage Holdings Corp. Reports Fourth Quarter and Full Year 2013 Results

Carolyn Katz Elected to Board of Directors of Vonage Holdings Corp.


Vonage Customer Reviews
Vonage vs. Time Warner Cable SoCal
Vonage vs. Time Warner Cable SoCal

Vonage UK Review
Vonage UK Review

Vonage Pros and Cons for 2006
Vonage Pros and Cons for 2006

Vonage, a VT2142 and a RTP300, My Experiences - A Detailed Review
Vonage, a VT2142 and a RTP300, My Experiences - A Detailed Review

Salt Lake City: impressions after several months
Salt Lake City: impressions after several months

Vonage Reviews

Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Forum Suggestions - Comments
Author Message
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.
View user's profile Send private message
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.
View user's profile Send private message
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.
View user's profile Send private message
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
View user's profile Send private message
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.

View user's profile Send private message
Display posts from previous:   
Post new topic   Reply to topic

You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

All times are GMT - 5 Hours

Vonage Service Plans

Vonage VoIP Members
Members List Members
New FionaMarst
New Today 1
Yesterday 2
Total 98693

Who Is On Site
Visitors 111
Members 0
Total 111

Vonage VoIP Forum Members:
Login Here
Not a Member? You can Register Here
As a registered member you will have access to the VoIP Speed Test, Vonage Service Announcements and post comments in the
Vonage VoIP Forums

Vonage Stock Price
Value: 7.15
Change:   N/A
Up to 15 Minute Delay

Site Search

†AK and HI residents pay $29.95 shipping. ††Limited time offer. Valid for residents of the United States (&DC), 18 years or older, who open new accounts. Offer good while supplies last and only on new account activations. One kit per account/household. Offer cannot be combined with any other discounts, promotions or plans and is not applicable to past purchases. Good while supplies last. Allow up to 2 weeks for shipping. Other restrictions may apply.

1Unlimited calling and other services for all residential plans are based on normal residential, personal, non-commercial use. A combination of factors is used to determine abnormal use, including but not limited to: the number of unique numbers called, calls forwarded, minutes used and other factors. Subject to our Reasonable Use Policy and Terms of Service.

2Shipping and activation fees waived with 1-year agreement. An Early Termination Fee (with periodic pro-rated reductions) applies if service is terminated before the end of the first 12 months. Additional restrictions may apply. See Terms of Service for details.

HIGH SPEED INTERNET REQUIRED. †VALID FOR NEW LINES ONLY. RATES EXCLUDE INTERNET SERVICE, SURCHARGES, FEES AND TAXES. DEVICE MAY BE REFURBISHED. If you subscribe to plans with monthly minutes allotments, all call minutes placed from both from your home and registered ExtensionsTM phones will count toward your monthly minutes allotment. ExtensionsTM calls made from mobiles use airtime and may incur surcharges, depending on your mobile plan. Alarms, TTY and other systems may not be compatible. Vonage 911 service operates differently than traditional 911. See for details.

** Certain call types excluded. is not an official Vonage support website & is independently operated.
All logos and trademarks are property of their respective owners. All comments are property of their posters.
All other content is © Copyright 2002 - 2013 by 4Sight Media LLC.

Thinking of signing up for Vonage but have questions?
Business and Residential customers can call Toll Free 24 hours a day at: 1-888-692-8074
No Vonage Promotion Code or Coupon Codes are required at to receive any special,
best Vonage cheap deals, free sign up offers or discounts.

[ | | | | | ]

Vonage Forum Site Maps

Vonage | VoIP Forum | How VoIP Works | Wiring and Installation Page Two | International Rate Plans 2 | Internet Phone
Promotion | Vonage Review | VoIP | Broadband Phone | Free Month | Rebate | Vonnage | Vontage | VoIP | Phone Service
Phone | llamadas ilimitadas a Mexico | Latest News | VoIP Acronyms | Deal | Philippines Globe Phone | Site Maps

The Vonage Forum provides the Vonage sign up Best Offer Promotion Deal.
If you are considering signing up for Vonage and have found our Vonage News, Customer Reviews, Forums
& all other parts of this site useful, please use our Vonage Sign up page.

Vonage VoIP Phone Service is redefining communications by offering consumers
& small business VoIP Internet phones, an affordable alternative to traditional phone service.
The Vonage VoIP Forum Generated This Page In: 0.77 Seconds and 545 Pages In The Last 60 Seconds
The Vonage VoIP Forum