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PostPosted: Fri Dec 05, 2003 3:16 pm    Post subject: New Customer Experience - So far so good. Reply with quote Back to top

Seen a lot of mixed messages on the forum, and I'm a skeptical user, but decided to give Vonage a go because of how well it would suit me for international travel.

So far so good.

Pre-sales contact consisted of a phone call to their customer service to ask a couple of basic questions. They sounded a bit outsourced-call-center, but were reasonably knowledgable and helpful.

Then I emailed support to enquire about area codes, and got a very rapid response.

Placed my order online, and found that only credit cards registered to US addresses can be used for orders, which is a bit annoying, but luckily I had access to a US card (my UK one didn't work).

I'm currently in the sticks in Michigan, and Vonage don't have my area code on their service, so I had to pick a different one in MI. Not a biggie, $5 to change number later is bearable.

The service was up and running within literally seconds of completing the order online. I received a confirmation email with my new phone number in it within about 20 seconds, and was able to call it, and get my voicemail working instantly. Call forwarding worked, and most voicemail settings worked. Rather neat to be going that quickly. Only minor gripes with the voicemail are that the configuration implies that there is an option to redirect the call to voicemail if the number you have forwarded to is busy. Confirmed with support that this is actually impossible. Also minor gripe is that the voicemails when you listen to them over the web don't stream - you have to download a whole WAV file before you can start listening.

Just received my Motorola VT today by UPS (for which I had the tracking number as soon as it'd been sent - handy). I have 2Mb down 256k up cable through Charter, through a Netgear crappy little router. Plugged the VT into a port on my router, and by the time I'd found a spare phone to plug into the VT (45 seconds or so?) I had a dial tone, and managed to place a call successfully!!! Incoming calls to my number also worked as soon as I tried it (which was probably within 2 mins of powering up the VT).

So far Vonage has 9.5 out of 10.

I'm hoping this rating won't go down, but I'm expecting some weirdness because my router has various problems that require me to rest it every 24 hours or so, and I'm not sure how the VT will cope with this. I'll update this thread with any more relevant info.

PostPosted: Sat Dec 06, 2003 12:34 pm    Post subject: Reply with quote Back to top

Second day of Vonage service.

My crappy little router - the Netgear RP614 that I actually found out this morning is recommended by Vonage doesn't like to do more than about a days work before it needs a reset. Woke up this morning to find that the Internet was going funny, and a hard reset of the router fixed that. I wondered if the Motorola VT would automatically sense the router reboot and get itself reconnected. It didn't, and I had to hard reboot it.

Was (nearly) fine after I hard rebooted it, and I called my voicemail.

First time I'd noticed choppy service. Incoming sound was slightly breaking up - and there was no reason for that at my end. Unless my computer was doing something very bandwidth intensive I wasn't aware of, there's no way my 2Mb down should be all used up.

Hopefully that'll clear up.

Vonage shouldn't be recommending the Netgear RP614. It's not a stable router for business use, and Netgear's techsupport is about a -2 on a 1 to 10 scale.

Still a 9.5/10 for Vonage overall
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PostPosted: Mon Dec 15, 2003 5:35 pm    Post subject: Reply with quote Back to top

Vonage service is still good. 9.5/10 still stands - the ATA has stood up to the router problems, and I've had a few long calls via the system and no drop outs, and just one period of bad quality for a few seconds during a call.

Haven't had to use any tech. support or anything, but that's a good thing. Web based systems run a little bit slow sometimes, but barely noticeable.

Have found another Voip provider that has the area code I want to use, and Vonage still doesn't, and also this other provider seems to be a bit.

Providers I didn't know about I would have considered are:
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