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baslow
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Joined: Aug 06, 2003
Posts: 7
Location: New York City, NY

PostPosted: Fri Aug 22, 2003 6:22 pm    Post subject: Has ANYONE succeeded in contacting Vonage support? Reply with quote Back to top

I have been unable to get through to Vonage support either by telephone or by email in the last two days. Every call (eight, by now) ends with a tape saying that they cannot take my call. I've left a message on their voicemail twice but I have received no response.

Likewise, my four emails over the last two days to service@vonage.com have gone unanswered.

So my question is: Is this a total breakdown of Vonage support or are they ignoring me, specficially?

Barry
(Upper Manhattan)
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billyb
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Joined: Aug 05, 2003
Posts: 24

PostPosted: Fri Aug 22, 2003 8:08 pm    Post subject: Reply with quote Back to top

I have been working with a tech named Rob at Vonage for a almost a week and I have not heard from him in the last 2 days. We were exchanging emails twice a day or so. Have not tried to call.
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dlhusk
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PostPosted: Sat Aug 23, 2003 3:58 am    Post subject: Vonage Customer Service Reply with quote Back to top

I just called them this morning, at about 4:00am the call went right through, talked to Mike and john, no problems...
Danny
Cam_
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Joined: May 01, 2003
Posts: 54

PostPosted: Sat Aug 23, 2003 7:14 am    Post subject: Reply with quote Back to top

Just so that everyone knows, the worms that have been going around the internet for the past two weeks seem to have overwhelmed tech support at just about any company doing business on the Internet. One person in a Cox High Speed Internet forum said that he was on hold for over four hours with thier tech support (I guess he set the phone on speaker or something). Because of the latency issues added into routers by the worms I would not be surprised if it is causing problems with Voip calls also, which would add greatly to the call load at Vonage.

I don't have any special insite into what is going on at Vonage, but when I compare it to my experience with the tech support of a couple of different internet companies, I would not be surprised at all if this is not part of the problem.
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billyb
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Joined: Aug 05, 2003
Posts: 24

PostPosted: Sat Aug 23, 2003 11:30 am    Post subject: Reply with quote Back to top

Called last night and phone was answered in 3 mins. Talked aot 2 techs about my stutter tone problme and they are still working on it. The admit the problem is on their end and I believe they are working as hard as they can. THey said they have hired more techs and that wait times should decrease.
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whutsupdoc
Vonage Forum Senior
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Joined: Apr 29, 2003
Posts: 106
Location: Sioux City, Iowa - USA

PostPosted: Sat Aug 23, 2003 12:10 pm    Post subject: Reply with quote Back to top

i emailed them on two different issues on wed. both still are unanswered

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ster
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PostPosted: Sat Aug 23, 2003 12:46 pm    Post subject: server is down Reply with quote Back to top

First I had no outgoing calls only a busy signal. Now no dial tone at all.
I finally reached tech support at 1:40 PM (EDT) and was told that a server was down and that it should be repaired in 15-30 minutes.
I guess you get what you pay for.
Guest






PostPosted: Tue Aug 26, 2003 12:47 pm    Post subject: I don't recommend them at all. Reply with quote Back to top

I have not been able to get a status of my phone number transfer even though I have faxed the information twice. I can not reach anyone on the phone nor will they return emails. I am cancelling my account and filing suit in small claims court to recover the money I have lost.
whutsupdoc
Vonage Forum Senior
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Joined: Apr 29, 2003
Posts: 106
Location: Sioux City, Iowa - USA

PostPosted: Tue Aug 26, 2003 12:50 pm    Post subject: Reply with quote Back to top

they have been so extremely slow. took them over 1 week to reply to one of my emails and still waiting on reply for the second one sent at the same time. and of course the reply i did get was we'll check into this and heres your lame blah blah blah automated repsonse

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whutsupdoc
Vonage Forum Senior
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Joined: Apr 29, 2003
Posts: 106
Location: Sioux City, Iowa - USA

PostPosted: Thu Aug 28, 2003 6:03 pm    Post subject: Reply with quote Back to top

TWO WEEKS for a reply and it's a BS REPLY check this out


--- start email -----
Dear Matt,

Currently,the ATA does not support MWI(message waiting indicator)
The only option is the stutter tone right now.

Thank you,

Colin Kelly
Technical Support
---- end email ----

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