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PostPosted: Sun Aug 17, 2003 12:21 am    Post subject: Do you like it? Reply with quote Back to top

Forum won't let me into my account.

I am really considering switching to Vonage, but I am really curious about the quality, not only of your calls, but also the quality of the company. Reading through the forums it looks as though there have been some problems the last couple of weeks. How have they (Vonage) been about updating users? Do they seem to be working on the issues? How have your experiences been with the company? I am in the DFW area. Anyone in this area that uses the service? How do you like it?

Thanks in advance.
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PostPosted: Sun Aug 17, 2003 8:44 pm    Post subject: Reply with quote Back to top

Yes, I like it.

I have had the service since around the beginning of the year and I have seen some times when they are a little slow on the customer service lines. They have added customer service reps (and seem to be continuing to add more) and my experience has been that their customer service response times have greatly improved.

Is Vonage perfect? No, I don't think it is. I DO think it is about equal to my Southwestern Bell Service, with a couple of differences. Vonage has never messed up my billing, Southwestern Bell did more than once. Vonage's employees have always been professional and courteous with me, the same can't be said of SBC. Vonage is less expensive with more features.

There are some things I would like to see Vonage add to the service. I would like to see some type of call filtering so that I can block certain numbers or have certain numbers dump directly to voicemail (not available with SBC either). I would like to see Caller ID name delivery (though I don't have this on my cell phone either). I would like to see area code 405 (but that is just a personal thing).

All total, I believe I am getting a good value for my money with Vonage. The service has been reliable enough that I transferred my number from SBC to Vonage and cancelled my SBC telephone service.
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PostPosted: Mon Aug 18, 2003 11:49 pm    Post subject: Reply with quote Back to top

Nobody else?
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PostPosted: Tue Aug 19, 2003 10:47 am    Post subject: Reply with quote Back to top

I love it. I hate It. I'll keep it.

This is a new technology and it has it's grwing pains. The concept is great and Vonage is IMHO one of the best out there. The good far outweights that bad, and it is going to get better. My call quality is great. If you have a problem, the Tech reps do try to resolve them, but they are few and seem to be overwhelmed most of the time. Transfers seem to take a long time since there are only 2 employee's handling the transfer requests. All the features work for me except the Stutter Tone for Voicemail. I have sent in a couple of emails on the issue, but have not heard back yet. I did have a billing problem where several calls showed up that I did not make, and they removed them no questions asked.

I agree with the first reply, the customer service reps are very friendly and try to be helpfull.

If you decide to sign up, be sure to use a referal from an existing customer to get your free month.
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PostPosted: Tue Aug 19, 2003 1:54 pm    Post subject: Reply with quote Back to top

I have enjoyed it too. The only real problem I have had was Comcast going down for 24 hours after the worm. However, the call forwarding worked perfectly.

The other problem I had was with voicemail. For some reason my personal greeting wasn't picking up (occasionally it would, which drop me nuts because I couldn't figure out why it would at times, but not others). Rather, I was getting a robotic voice telling me to leave my message following the tone. I could not figure out what was going on for the life of me! So, I contacted customer servise. They spent quite a bit of time tyring to figure out why some other message was picking up. Well, in the end, it turned out my fiancee had an combo phone/answering machine that was turned on and I didn't know about. It would pick up after x number of rings and my Vonage would after 30 sec. That meant 9 times out of 10, the answering machine beat Vonage to the punch.

My point is, I put the Vonage reps through hell trying to figure this out and they did it with a smile (and a chuckle when we discovered the actual problem was in my home...not theirs)!

Customer service is great (when you can ge them) and my quality has been very good.
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PostPosted: Wed Aug 20, 2003 12:20 am    Post subject: Reply with quote Back to top

Thanks for the responses. Think I may give it a try, but still not 100% sure yet. Any other feedback would be great.
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PostPosted: Wed Aug 20, 2003 2:32 pm    Post subject: Reply with quote Back to top

I've been using Vonage for about 4 weeks now. Unlike a lot of you, I only use it for outgoing calls -- so I haven't had to wrangle with a number transfer and I have no idea if an incoming call my my Vonage actually works.

I view the service as very good quality for outbound calls. Seems a bit unreliable yet for a full time incoming system (in other words I am not contemplating transferring any of my numbers).

However this technology will most likely get better and better - so in the future I could see this becoming my full time phone. I do have questions about whether the government will step in and tax it before it ever reaches the reliability stage where I adopt it full time.

Just my .02 -- I'd say go for it. I also got a device for my parents.

Any service where the longest setup step is removing the twisty ties from the cables is ok in my book...
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PostPosted: Wed Aug 20, 2003 7:04 pm    Post subject: Reply with quote Back to top

My 2 cents again...

Here is some Info for you and the group on customer Service.
I have had several issues that I have called Vonage about. Each time
I call the wait is very long (Shorter for Billing issues), but once I talk to a customer service rep. The effort and curtesy is outstanding. I Called yesterday about my transfer not showing that I sent my LOA and today I got an email stating they processed it. I had an issue with a referal that did not work and the customer service rep gave my referal a $30 credit and updated my account to show a referal so that I get Credit. They moved my account to another server when I was getting weird messages when called my Vonage number. That problem has not happed since. They really do seem to want to help and in all my cases except one deailing with Voicemail Stutter Tones, they have. I continue to see an improvement in reliability and quality of service. I am willing to take the chance for Vonage to be my one and only phone service in my house (I need to save Money)
Hope this helps..
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PostPosted: Wed Aug 20, 2003 7:28 pm    Post subject: Reply with quote Back to top

I've had it for about three weeks now. It has been great. I use Charter Pipeline which gives me a miserly 112K uplink speed, so I can tell when there is heavy activity on my home network when I'm on a call, but setting the voice quality to 30kbps helps a lot.

I haven't experienced not receiving calls and as we call overseas often, the long-distance savings alone are enough to keep me coming back.

Frankly, we don't think about it being a Vonage phone anymore... to me, that's the gold standard.
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PostPosted: Wed Aug 20, 2003 9:34 pm    Post subject: Reply with quote Back to top

We're really very new -- only had the service about a week. I've not gotten my number transfer completed. In fact, just finally took a deep breath and sent in the LOA today.

We read everything here, have experienced a few long hold times on the phone -- and ended up communicating with tech support via email instead (and everybody was wonderful).

But we still sent it. Why? We were paying BellSouth $120 for what we'll get from Vonage for $60. Half. I called Bell after I did the "complete answers" to try to whittle some more off a bill I thought would be $70 but was still outrageous for a phone and a fax. The answers I got were just not acceptable. I told them I was looking for an alternative, and I did. And I found Vonage.

Outgoing is GREAT. Nobody can tell. We call home on the virtual line already without problem. We know we might have down time, outages, growing pains. If we didn't both have cell phones, we might be less adventurous. But we do and we'll call forward.

I'm anxious to actually GET IT OVER and cut the cord with Bell and have our "real" number ringing on the system. The sooner, the better. We figure we can't win if we don't play. And ain't cutting edge technology just a blast???

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