Vonage service CANCELLED after Day 1

Posts: 16 · Vonage Forum Associate Joined: Jan 21, 2005 Posts: 16

Well I received my RT31P2 phone adapter router on Friday, Feb 5, and promptly hooked it up, per the instruction manual. After about 30 minutes later, it ceased to function.

I called Customer Service/Tech Support, and made contact with them after 1 hour 11 minutes on hold (no, we customers have nothing else to do but wait on hold).

After a real human answered, I was given a verbal re-hash of the printed instruction manual and when things did not work, Vonage told me "well, it should be working." Shoulda woulda coulda doesn't cut it.

I then (taking a proactive role) took the RT31P2 to a friends house, who has DSL from a differnet company and the box still would not function.

At 4 PM on Saturday (today), I called the cancellation line and cancelled. Vonage did offer to "send out another box" however I declined. I just dealt with one stinking POS, why would I want another one mailed out?

After cancelling, I received an Email stating that "since we did not receive your equipment within 14 days, your fees will not be refunded".

I suppose Vonage thinks I live at the FedEx terminal and can send it magically minutes after cancelling.

I plan on sending a FORMAL COMPLAINT to the FTC, FCC, and State of New Jersey consumer protection agencies. I will also likely send a letter to PC World Magazine and PC Mag, detailing this horrible experience.

Future Customers BEWARE

Posts: 2135 · Posted: Sun Feb 06, 2005 12:13 am Post subject:

First let me say satpak77, that I am sorry that vonage did not work out for you. I am not trying to save you, I think you are beyond that.

Doing a search of vonage-forum.com/author-satpak77.html" rel="nofollow" target="_blank" class="postlink"> your postings I noticed in vonage-forum.com/sutra13786.html#13786" rel="nofollow" target="_blank" class="postlink">this post that you have an odd network setup, at least one that I am not familiar with. Does your friend with the DSL have this setup also?

Look, as I stated, I am not trying to save you. I understand that you are upset. I am just trying to find out why Vonage did not work for you.

Regarding the cancellation email you received, I am sure that is something that Vonage can correct and is just an automated response that needs to be re-thinked.

Posts: 16 · Vonage Forum Associate Joined: Jan 21, 2005 Posts: 16

Various "non-standard" connections were attempted and the standard DSL/Cable connections were also attemtped.

In any event, we are talking year 2005 networking technology, and at no time did I try to get my RT31P2 to talk to my Atari 2600, which was routed thu a wireless hub, thru a VPN.

All connections were Windows XP supported and based, and all endorsed by Linksys manufacturer website.

A friend of mine, who by career field, is a Cisco certified CCNP Network Professional, could not get it to work using standard connection set up at his home.

This VOIP service should be something a soccer mom can hook up and be online, period.

If Vonage wants to keep sending out POS RT31P2 boxes, fine. I am sending mine BACK, via Vonage pre-paid shipping label.

Posts: 2135 · Posted: Sun Feb 06, 2005 12:27 am Post subject:

satpak77 wrote:

...This VOIP service should be something a soccer mom can hook up and be online...

About 1000 soccer moms do, everyday of the week. Thats why I am reaching out to you.

Your issue is not common.

Posts: 7 · New Forum Member Joined: Feb 04, 2005 Posts: 7

dconnor wrote:

satpak77 wrote:

...This VOIP service should be something a soccer mom can hook up and be online...

About 1000 soccer moms do, everyday of the week. Thats why I am reaching out to you.

Your issue is not common.

Do any of these moms use the WRT54GP2 and get the wifi portion to work more than 10 feet away from it?

NO WAY, cause its a POS!!

Love the vonage, hate the WRT54GP2!!

Answer that one dconner. Or this one. Why do they sell something that no one can make work? (the wifi)

Posts: 16 · Vonage Forum Associate Joined: Jan 21, 2005 Posts: 16

Quote:

Your issue is not common.

You are missing the point.

The customer is always right.

Posts: 2135 · Posted: Sun Feb 06, 2005 1:12 am Post subject:

doogiebarnes wrote:

Do any of these moms use the WRT54GP2 and get the wifi portion to work more than 10 feet away from it?

NO WAY, cause its a POS!!

Love the vonage, hate the WRT54GP2!!

Answer that one dconner. Or this one. Why do they sell something that no one can make work? (the wifi)

I am typing this post via one, more than 100 feet. I own two. The one in my office goes through concrete walls, the works.

I have never had an issue with it.

Posts: 2135 · Posted: Sun Feb 06, 2005 1:14 am Post subject:

satpak77 wrote:

Quote:

Your issue is not common.

You are missing the point.

The customer is always right.

No, I am not missing the point. I understand your position.

I wish I could have been more help to you.

Good luck

Posts: 41 · Full Forum Member Joined: Jan 19, 2005 Posts: 41

satpak77 wrote:

Quote:

Your issue is not common.

You are missing the point.

The customer is always right.

If the customer was trying to plug a bolgna sandwich into the phone port on his RT31P2, he would not be right, now would he?

Posts: 336 · Posted: Sun Feb 06, 2005 1:19 am Post subject:

satpak77 wrote:

Quote:

Your issue is not common.

You are missing the point.

The customer is always right.

A good business with good customer service would allow you to believe the customer is always right, but I think there has to also be some reasonability on your part as well. I'm not saying that you should not be frustrated with the fact that your ATA did not work, but Vonage does not make these, they only ship them. Maybe the person who put yours together was sick with the flu that week and missed something when assembling it. The correct solution would be to try another adapter.

I have a Motorola Adapter. Could you ask Vonage to send you that brand? I can tell you that I have not had one problem with this ATA, and I've been using it for almost a year now.

Even the land line telephone company is not perfect. I've had my line crossed with a neighbor's one time. She was dialing long distance and her calls were being charged to my phone bill. I saw the red light on my phone one night, and the screen said "Extension in Use". I thought at first that someone was in my house. I picked it up and heard 2 women speaking. She just moved in to her newly built house 2 doors down, and the phone company gave her my telephone line by mistake.

Mistakes happen at all businesses because each and every one of us is human. I just hope the next time you make a mistake that you are not treated with such harshness.