Customer Service/ Phone Service

Guest

I've been reading about all the problems had near the end of august, and as a new customer (signed up yesterday) I'm wondering if there has been any conclusion to these issues. I haven't seen any posts from the original posters saying that their technical problems have gone away. I waited on hold for about seven minutes yesterday, and the person I spoke to was very knowledgeable and helpful.

Are things getting better? Is service more reliable?

Thanks,
Jed

Posts: 40 · Posted: Thu Sep 18, 2003 12:55 pm Post subject:

Speaking only for myself, my service has been very solid the last few weeks.

Things were pretty bad there for a while, but I suspect much of it was an internet-wide problem caused by the various worms.

I've always had vey good service from Vonage reps, although for a while there hold times were excessive.

All in all I'm still quite satisifed w/ Vonage going into my 3rd month.

Posts: 27 · Vonage Forum Junior Joined: 1058492018 Posts: 27

Things have gotten much better for me as well.

Posts: 2252 · Posted: Thu Sep 18, 2003 10:45 pm Post subject:

qposner wrote:

Things have gotten much better for me as well.

I agree, the issues have been resolved.

Posts: 6 · New Forum Member Joined: Sep 18, 2003 Posts: 6

I called Thursday around 4:30pm CST and waited 35 minutes before speaking to a representative. He then decided I should be transferred to technical support and waited another 25 minutes before they answered. However, when I did get through to someone, they were extremely helpful and friendly. They took their time explaining things and didn't make me feel as though they were trying to rush through my call. So...good service but long wait times. I hope this improves over time but I guess this is a small price to pay considering how much one can save by switching.

Posts: 40 · Posted: Sat Sep 20, 2003 5:55 am Post subject:

I think Vonage "suffers" from the fact that when they have problems, these problems tend to be system-wide and they are inundated w/ calls.

When Verizon has a problem, it's more localized and they have the ability to distribute requests for assistance to call centers in other -- non-affected -- areas.

The near 100% availabilty of the mature TELCO technology comes w/ a price.

If I were running a business, I'd probably pay the TELCO cost. For my residence, Vonage availability is "good enough" given their cost savings and forwarding ability. I also think Vonage service will improve over time.

I recently fell-back on my "legacy" Verizon backup POTS line during our Hurricane Irene induced, 30-hour electrical / cable outage. It was REAL GOOD to have that mature technology as a backup. (Even the cell phone towers in my area eventually "died.)

For me, using Vonage "full-time" while keeping a bare-bones Verizon POTS line backup is the "right" mix. (FYI, my Verizon "backup" costs $19.35 / month to maintain)

Posts: 40 · Posted: Sat Sep 20, 2003 5:57 am Post subject:

Or rather ... Hurrican Isabel