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mbhn5204
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Joined: Jan 19, 2005
Posts: 492
Location: Denver, Colorado

PostPosted: Wed Apr 06, 2005 9:30 pm    Post subject: Its True What They Say About Vonage Customer Care Reply with quote Back to top

I've heard all the stories, complaints, and whining about how horrible customer care is. I always thought that it couldn't be all that bad. I was wrong. It is just as bad as the stories say.

I have been having intermittent periods where I am unable to call out. I can not be heard by the person that I called. There is nothing wrong with my systems and nothing wrong with my ISP. Therefore, it is my belief that the problem falls to Vonage to solve if they wish to keep their customers. There is absolutely nothing that I can do to affect the situation. So who can?

So I decide to call Vonage to discuss the situation with them. Am I naive? I wait 25 minutes with overly loud elevator music in my ear so bad that my ear is still ringing. Finally, someone answers and mumbles something incoherent in a cold, careless, dispassionate voice. I explain my situation to him and ask a question. For my answer I get silence. I say, "Hello? Are you there?". Silence. I wonder what is going on. The elevator music begins and remains for 30 more minutes. Suddenly, a fast busy signal. I've been hung up on.

This type of service actually surpasses McAfee in dissatisfaction, if that were possible. So here I remain with a Vonage router, phone adapter, and service that will not allow me to make a call out. Another happy customer. Please forgive me of all this. I just feel a bit insulted at the moment. No longer can I say that I've never had a problem with Vonage.

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grennis
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PostPosted: Wed Apr 06, 2005 10:09 pm    Post subject: Reply with quote Back to top

it sounds like a technical issue, not a customer service issue. You already said the person you call cant hear you, so why were you surprised when the Vonage rep couldnt hear you?
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mbhn5204
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PostPosted: Wed Apr 06, 2005 10:31 pm    Post subject: Reply with quote Back to top

Oh! He heard me. If he hadn't, he would have hung up on the spot, not knowing that I was unable to get out a sound byte. Instead, he put me on hold. I also said that the problem is intermittent. Yes, you are right, it is a technical issue. An issue that resides with Vonage. A 24 hour PingPlotter examination of the server route between here and Vonage shows that Vonage routinely returns 100% packet loss. Who else should I call?

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NHTracker
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PostPosted: Wed Apr 06, 2005 10:45 pm    Post subject: Reply with quote Back to top

mbhn5204 wrote:
Oh! He heard me. If he hadn't, he would have hung up on the spot, not knowing that I was unable to get out a sound byte. Instead, he put me on hold. I also said that the problem is intermittent. Yes, you are right, it is a technical issue. An issue that resides with Vonage. A 24 hour PingPlotter examination of the server route between here and Vonage shows that Vonage routinely returns 100% packet loss. Who else should I call?


The 100% packet loss on Vonage's end is due to the fact that Vonage does not allow pings. Using the pingplotter is only to see if there is other network congestion along the way. Pinging is frequently disabled by a server in order to prevent denial of service attacks.
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mbhn5204
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PostPosted: Wed Apr 06, 2005 11:15 pm    Post subject: Reply with quote Back to top

Thank you for that information HHTracker! I've been posting that question for a week without a single response from anybody. I had suspected it from the PingPlotter.com data. I didn't know for sure and my tests were incomplete without it. So I now know what is causing this annoying failure to make a call. As reebok put it, "A hiccup on the internet". It's actually something like that.

Some servers are better than others as you know. There are two AT&T servers that I am always routed to. Both in Los Angeles and between them they begin a chain of errors and packet loss that seems to accumulate all the way to New Jersey. There the packet loss hits 100% which I now know is a lock out at Vonage.

Thanks again, really, it was the missing piece of the puzzle. I still didn't care for the way that I was treated from Vonage technical support because that was all that I wanted to ask them, since there was no one else. It wasn't right, but I am vindicated in a way because this thread has been placed on the RSS feed for the world to view.

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reebok
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PostPosted: Thu Apr 07, 2005 7:32 am    Post subject: Reply with quote Back to top

mbhn5204 wrote:
Thank you for that information HHTracker! I've been posting that question for a week without a single response from anybody.


maybe because it's been discussed as recently as last week, and before that I believe.
http://www.vonage-forum.com/ftopic4793.html
mmmmmmm search and reading the forums mmmmmmm

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Kcross
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PostPosted: Thu Apr 07, 2005 7:53 am    Post subject: Customer Service Reply with quote Back to top

I dont care who you call. Customer service or Technical support both are a joke at Vonage. Ive called 12 times and got through 2 times. And 1 time was yelled at for calling Kevin Sir. I explained to him that in America this is called respect. How can they help you when you cant understand a word they say. Vonage ships there calls to INDIA. This could be the problem.
I think the 2 problems are with Bad customer service and Linksys Routers. Everyone that got rid of the Linksys Router and changed to D-Link has reported that alot of the problems like Dropped calls stopped. But who can afford to buy a Vonage PAP2 adapter and a D-Link Router. This is why I chose the Linksys RT31P2 to only find out its Junk. Im trying the B.B.B and see if they can get Vonages act together.
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seattlezoid
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PostPosted: Thu Apr 07, 2005 9:26 am    Post subject: Re: Customer Service Reply with quote Back to top

Kcross wrote:
I How can they help you when you cant understand a word they say. Vonage ships there calls to INDIA. This could be the problem.
.

From what the Vonage reps in the forum say their support in handled totally from the New Jersery location. No out sourcing of calls!

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OldSnipe
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Joined: Mar 16, 2005
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PostPosted: Thu Apr 07, 2005 11:21 am    Post subject: Re: Junk Reply with quote Back to top

Kcross wrote:
This is why I chose the Linksys RT31P2 to only find out its Junk.

Mine has been working just fine ever since I opened the box Vonage sent it in and plugged it in. Cool

What can I do to fix that?

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supergiz
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PostPosted: Thu Apr 07, 2005 11:59 am    Post subject: Reply with quote Back to top

This sounds like a bandwidth problem. The fact that you can hear people means that your device is downloading the audio, but your bandwidth may not be enough on the upload side. Use a speed test that can measure upload bandwidth by itself. Keep in mind that for Vonage by itself will use about 100 kbps.

Also try lowering the bandwidth saver in your web account to normal. This uses 30 kbps instead of the 90 that high uses.
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