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tplink Posted:
Im trying to add
my HT802 vonage
adapter to my home
network. I
currently have
...

In The Forum:
Hard Wiring - Installation
Topic:
Vonage behind switch
On Dec 05, 2016 at 06:35:11

DWSupport Posted:
After recent
Vonage update that
took place on the
4th and 5th of
Nov. E-mails with
...

In The Forum:
Vonage
Topic:
Voicemail Not Forwarding to Outlook Accounts
On Nov 10, 2016 at 12:23:26

peterlee Posted:
Had a call from a
Hospital in Ajax,
Ontario to my home
in
Scarborough, Onta
rio
...

In The Forum:
Vonage Canada
Topic:
Hospital Incoming call unable to connect
On Nov 08, 2016 at 11:59:50

TELLDOUG Posted:
I am looking for a
product that will
make my phone ring
louder so I can
hear using
...

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

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

In The Forum:
Hard Wiring - Installation
Topic:
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
Topic:
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
estimated
...

In The Forum:
Vonage
Topic:
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
their
configuration
guides,
...

In The Forum:
Vonage
Topic:
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
Topic:
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:
Vonage
Topic:
A good sip trunking provider
On Jul 17, 2016 at 23:42:46


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ToddlerTN
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Feb 12, 2005
Posts: 482
Location: Nashville, TN

PostPosted: Sun Feb 27, 2005 11:51 am    Post subject: Reply with quote Back to top

I've had to wait 45 minutes before, and I'm not saying that's acceptable, but I've never called Vonage that someone didn't eventually answer.
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falcon386
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Joined: Feb 27, 2005
Posts: 6
Location: Mcminnville TN 37110

PostPosted: Sun Feb 27, 2005 12:28 pm    Post subject: support Reply with quote Back to top

well Id have to admit, after calling about 40 times thoughout the week as im writing this email I have managed to get at least on hold waiting for a rep. Its been 1hr 10 min so far , someday theyl answer. Unfortionately this is because they game the wrong area code when I asked for 931 they gave me 901,, I dont belive it was deliberate seeing the rep I was getting service sign up was not fluent in english ..
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rlstjohn
Vonage Forum Master
Vonage Forum Master


Joined: Jan 27, 2005
Posts: 218
Location: Maryland

PostPosted: Sun Feb 27, 2005 1:25 pm    Post subject: Reply with quote Back to top

I recommend that you change your area code and accept the fee for the change and then call the billing department. I called today and only had a 5 minute wait. I think if you tell them that they gave you the wrong area code (same thing basically happened to me) then they will give you the credit without any problems. Give it a shot...it can't hurt and you won't have to wait on the phone forever for the tech support people.

Robert
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bbtrumpetguy
Vonage Forum Master
Vonage Forum Master


Joined: Dec 10, 2004
Posts: 227

PostPosted: Sun Feb 27, 2005 2:54 pm    Post subject: Reply with quote Back to top

And you can also request a credit online (like I suggested earlier in this post). This, to me, seems like a better solution than waiting for 1 hr 10 mins (and counting) on hold. Let us know if you get through!
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falcon386
New Forum Member
New Forum Member


Joined: Feb 27, 2005
Posts: 6
Location: Mcminnville TN 37110

PostPosted: Sun Feb 27, 2005 3:43 pm    Post subject: getting though Reply with quote Back to top

Hi yes I got through finally. They charged me the $10 to change the number but he also told be he had credited the $10, I have not yet seen the credit hopfully I wont have to pay it. Can't blame the guy though for the hold, did not hear anyone in the backgroud like I usualy do whenever I call support on my ISP ect, hes probably 1 of 2 or so people taking care of hundreds. Its to bad really because the product itself seems to work very well. Maybe when they get big enough they can still pocket there millions and afford to hire a couple new employees to take calls Razz .
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ntfreak
New Forum Member
New Forum Member


Joined: Feb 26, 2006
Posts: 3
Location: Northern Indiana

PostPosted: Sun Feb 26, 2006 8:58 pm    Post subject: Wrong Number, Ten Tickets, No Fix In Sight! Reply with quote Back to top

Confused I ordered Vonage three weeks ago. I thought this was going to be great. I was wrong. The first week went by and they had moved my normal home phone to my Vonage account but I still did not have my router. I called and they found that my router had mistakenly been shipped to another customer. Support agreed to express ship another router to solve the problem. 48 Hours later...no router. Called again, same deal. 48 hours later...no router. Called a third time and the router was sent, this time I got a tracking number and the router made it here (yeah?). I plugged the router in and had a dial tone in no time. This was great I thought but soon found that the number I had was for someone in Los Angeles. I am in Northern Indiana. I called support and they issued a ticket and within 24 hours I had a number for someone in Waukegan IL. I've been there, it's nice but still 140 miles from where I live.

At this point I am ready to give up but I am not a quitter. I have called support twice each day, each time explaining my problem over and over but getting no results. The problem comes down to the fact that I still have the MAC address of the original lost router assigned to my account even though a "used" replacement was sent. The MAC I actually have came from another account so I have their phone number (they don't speak English either). Apparently it takes a cooperative effort from Jesus, Allah, and Thor the God of thunder to change this at Vonage.

While this is becoming personal with me and I hate giving up on anyone I have decided at this point that Vonage is either not capable of fixing my problem or really doesn't care about my problem. Either way I can say with confidence that Vonage works well as a concept. I can also say that the support model they have is the absolute worst in the Technology Industry. I am an IT Director who has run both first and second level support groups for businesses and even a 3000 user hospital. I have never seen such an apathetic group of support people. Each support tech is supremely confident that there is nothing he can do to solve the problem but they will each create tickets by the thousands. Either way I cannot take the lack of willingness to tackle the problem. It is truly pathetic.
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riddler
Vonage Forum Senior
Vonage Forum Senior


Joined: Dec 18, 2005
Posts: 83
Location: Tennessee

PostPosted: Sun Feb 26, 2006 9:17 pm    Post subject: Reply with quote Back to top

The sad thing is that whoever received your router is probably going through the same kind of ordeal...
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ntfreak
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New Forum Member


Joined: Feb 26, 2006
Posts: 3
Location: Northern Indiana

PostPosted: Sun Feb 26, 2006 10:16 pm    Post subject: VoIP Triangle... Reply with quote Back to top

Eek Actually there are three persons involved in my issue, each of us has a router that is assigned to one of the others. I am told this is what makes the issue so complex for the tech folks. It appears easier to run from the issue than to actually fix it. This is what happens when you pay people based on the number of problems they resolve rather than the complexity. This attitude is one that comes from the top, it's the result of ignorant managers with a "fast food phone service" mentality. it will be why Vonage is bought by someone else before it is successful.
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JimBob
Vonage Forum Junior
Vonage Forum Junior


Joined: Feb 27, 2006
Posts: 33
Location: MidWest

PostPosted: Mon Feb 27, 2006 5:33 am    Post subject: Call Quality and Vonage Customer Service? Reply with quote Back to top

Until a couple of months ago my perception of Call Quality and Customer Service was based upon the experience of porting my numbers to Vonage a year ago. The Call Quality used to be excellent and the Customer support was top-notch from their New Jersey Call Center. My ISP has been providing 705 ~ 735 Kbps up-stream and 20 ~ 25 MBps down-stream to support our three computers and two Voip Vonage phone lines. The trouble started when the people I'm talking to can't make out what I am saying although I can hear them with no problems.

First I suspected that the ISP up-stream but after extensive testing between my Motorola SB5100 modem and the head-end with one Vonage line calling the other the lowest my up-stream ever dropped was 650 Kbps.

I adjusted my bandwidth saver on Vonage to 60 kbps and that didn’t help either.

The trouble seemed to be somewhere between the head-end and Vonage … either due to throttling or packet loss. It was at this point where I called the Vonage technical support number for assistance.

After wading through the voice-mail-jail, I was on hold for two hours before someone who hadn’t mastered the English language yet and had no technical expertise whatsoever answered. After about 30-seconds he put me on hold saying that he was going to find someone that could help with the problem and after about 45-minutes the phone disconnected. Several subsequent calls gained the same results. It seemed like Vonage was purposely trying to avoid my call for their help.

Ever since having the second line disconnected things seem to be better … at least people aren’t asking if I am calling from a cell phone and that they can not hear me.

There seem to be many other Vonage customers that are less than impressed with the new Vonage customer support. In all fairness, the competition isn’t any better even AT&T is closing all of their call centers in the United States.
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Datahazard
Vonage Forum Master
Vonage Forum Master


Joined: Dec 18, 2005
Posts: 185

PostPosted: Mon Feb 27, 2006 3:37 pm    Post subject: Reply with quote Back to top

Here's a hint to everyone, if the hold music stops for more than 3 full minutes, hang up. The agent doesn't have your call anymore and probably can't call you back.
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†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 www.vonage.com/911 for details.

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