Horrible tech support service; just as horrible service lvl

Posts: 11 · Vonage Forum Associate Joined: Feb 06, 2005 Posts: 11

Last couple of hours noone seems to be able to call us. They get a message “All Circuits are Busy.” It doesn’t even get to Vonage. Since some of our friends had prior problems calling us before and we tried calling our own number from different cell phone providers and phone numbers, we figured it is a good time to call Vonage tech support.

After 42 minutes of listening to “Your loyalty is important to us. Someone will be with you shortly” and screeching nasty music, I hung up and call their help number again.

You see, when you call the menu says that if you want to purchase service from them you should press 1. If you want tech support press 2. It states very clearly that if you are existing customer you should not use option 1. Out of curiousity, I tried to see what happens. I was on hold for 10 seconds !

What’s the moral ? It will take you 10 seconds to get to someone who can sign you up for the service. However, should you have technical problems you will never be able to get a hold of them. The sales lady that I reach in 10 seconds was able to escalate my complaint which covered everything ranging from busy circuits to indefinite wait on hold.

Posts: 11 · Vonage Forum Associate Joined: Feb 06, 2005 Posts: 11

BTW...

When the router is off, inbound calls get straight to voicemail.

After turning the router back on, inbound calls go through. If I try
again after about 2-3 minutes I get "All Circuits Are Busy."

Clearly, the problem is not with my router. It worked fine for over a month and nothing changed on my network.