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tplink Posted:
Im trying to add
my HT802 vonage
adapter to my home
network. I
currently have
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Hard Wiring - Installation
Topic:
Vonage behind switch
On Dec 05, 2016 at 06:35:11

DWSupport Posted:
After recent
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took place on the
4th and 5th of
Nov. E-mails with
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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:
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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:
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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:
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On Oct 20, 2016 at 05:05:49

HildBeft Posted:
Great tips..
Thanks for sharing
...

In The Forum:
Hard Wiring - Installation
Topic:
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On Oct 20, 2016 at 04:55:03

massrman Posted:
The devices are
available at
different price
margins , please
share your
estimated
...

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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,
...

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Topic:
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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,
...

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Topic:
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On Aug 30, 2016 at 10:38:01

James44 Posted:
Hi, I am
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should offer
...

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papupapu
Vonage Forum Senior
Vonage Forum Senior


Joined: Apr 01, 2003
Posts: 83
Location: New England

PostPosted: Tue Apr 08, 2003 5:33 pm    Post subject: Vonage - too reliant on web site, not enough real people Reply with quote Back to top

As a FYI for everyone:

I switched to Vonage in late Feb and haven't looked back since. The service is awesome (except for a couple of minor annoyances - see my other posts) and the price is unbeatable.

However, Vonage - like most start-ups rely way too heavily on their web site, email and their Dashboard in particular to solve all customer problems, issues, complaints, gripes or just questions. The one thing they do not have is enough real people answering real telephones.

Let me explain; First, I ordered a virtual number for Texas via the Dashboard, it debited my account (it was in credit at the time) and I received the virtual number via email about 2 minutes later. Outstanding service. The virtual number was active within 20 minutes and it has worked flawlessly.

So amazed with this unbelieveable service, I ordered another virtual number 2 days later, this time for NJ. Once again, I do it from the Dashboard - and here is where it all went horribly wrong.

I placed the order - it hit my credit card that was on file (which was maxed at the time), got declined and failed. So, still in the Dashboard, I change my credit card details to another card - and it successfully charged me for a new virtual number. All well and good, you say.

But... because it failed the first time it never sent me the email with the new virtual number (fair enough - it could not charge my credit card) but even after I changed the card and successfully paid for it - it still did nothing. No email, no virtual number, just a statement on Billing telling me that I just gave Vonage $15.09 and received nothing in return.

So I wait a day. Nothing. So I wait 2 days. Nothing. So I call 1-VONAGE-HELP - get put on hold for 20 minutes and then cut off. This happens 4 times. I've just lost 160 minutes of my life - on hold - with nothing to show for it.

I sent them a lengthy email, detailing what happened and can they 1. enable the new NJ number or 2. credit my credit card immediately.

Several email later and 2 voicemail later - during which Vonage almost deleted my first virtual number because they thought that is what I was complaining about - I give up. I sent them a final email telling them to either 1. Enable the NJ virtual number or 2. Credit my credit card.

A day passes and I get a email (with no explanation whatsoever) that my order for the second virtual number has been cancelled. I log into Dashboard and I see that I have been credited for $15.08 and that the second virtual number has been cancelled.

I order (again) the second number - and this time because my credit card was instantly approved, I receive the virtual number withing 2 minutes and it's live 7 minutes later.

The moral to this little story is:- 1> Always have a credit card that is not maxed as your default card in Dashboard and 2> Vonage needs to get their act together and get MORE PEOPLE MANNING THE PHONES.

All of this aggravation, annoyance and lost time could have been solved in 10 seconds with a real live Customer Support person rather than over 4 days.

Thay don't even know how close they came to losing a Unlimited customer...

Papu Papu

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papupapu
Vonage Forum Senior
Vonage Forum Senior


Joined: Apr 01, 2003
Posts: 83
Location: New England

PostPosted: Wed Apr 09, 2003 5:42 pm    Post subject: Reply with quote Back to top

RE: "Customer Service, 1-VONAGE-HELP" - So is it just me that gets cut off after being on hold for 20 minutes? Or does that happen to everyone?

Curious

Papu Papu

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Cowest
Vonage Forum Junior
Vonage Forum Junior


Joined: Mar 06, 2003
Posts: 29
Location: USA

PostPosted: Wed Apr 09, 2003 5:56 pm    Post subject: Reply with quote Back to top

this might help

Quote:

Customer Care by Phone or Fax

Monday - Friday, 8:00AM - 9:00PM EST Phone: 1-VONAGE-HELP (1-866-243-4357)
Fax: 1-732-333-1353

Product Information: questions@vonage.com
General Customer Inquiries: customercare@vonage.com
Billing/Cancellation: billing@vonage.com
Installations: installations@vonage.com
Service: service@vonage.com
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Geekatlrg
Vonage Forum Associate
Vonage Forum Associate


Joined: Mar 07, 2003
Posts: 24
Location: USA

PostPosted: Wed Apr 09, 2003 5:58 pm    Post subject: Reply with quote Back to top

I have not experienced any dropped calls when calling them in the past. I need to call them today anyway I will keep you posted on what happens Wish me luck!
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pepsi
Vonage Forum Associate
Vonage Forum Associate


Joined: Mar 11, 2003
Posts: 11

PostPosted: Wed Apr 09, 2003 6:12 pm    Post subject: Reply with quote Back to top

I am a dingbat I have to call them a lot *giggle* normally it’s about five to ten minutes on hold. I am on a first name basis with half there Customer support and tech support. I ask a lot of questions I am real new to internet gadgets. If you can’t get them on the phone it’s because they are probably on the phone with me ha-ha..
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Geekatlrg
Vonage Forum Associate
Vonage Forum Associate


Joined: Mar 07, 2003
Posts: 24
Location: USA

PostPosted: Wed Apr 09, 2003 6:45 pm    Post subject: Reply with quote Back to top

*update*

I just called i was on hold for about 4 minutes and the good news is they solved my problem!

I am trying to order a second ATA and line for my mother, so she can call her family back east for free. But I wanted it billed to my credit card. No problem just had to put it in my name and have it shipped here then I can take it over to her house. Maybe I can get my mom on the forum HAHHAHA. She still gets confused that she doesn’t have to dial up to the internet ever since I had her cable internet installed.
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Nasty
Vonage Forum Junior
Vonage Forum Junior


Joined: Mar 26, 2003
Posts: 27
Location: Los Angeles, Ca area

PostPosted: Thu Apr 10, 2003 8:08 am    Post subject: Reply with quote Back to top

I've emailed customer service a few times and found them to be very responsive. I like the fact that whenever you email them, they assign a case# so there is a way to track whatever the issue is.

Personally, I hate calling any customer service. I'd much rather use email -- and Vonage seems to do very well with using email for this. Much better than most companies (my favorite is when you email someones customer service or tech support and 3-days later you get a reply saying "you need to call us for that).
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satguy
Vonage Forum Associate
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Joined: Apr 06, 2003
Posts: 23

PostPosted: Thu Apr 10, 2003 10:41 am    Post subject: Reply with quote Back to top

I agree Nasty. I've had so much better luck with emailing. Their pretty quick with their responses! Plus when you call I was always on hold way to long. I don't have time for that!
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papupapu
Vonage Forum Senior
Vonage Forum Senior


Joined: Apr 01, 2003
Posts: 83
Location: New England

PostPosted: Thu Apr 10, 2003 11:05 am    Post subject: Reply with quote Back to top

Normally I would agree. I've found that email is usually much better than calling.

However, in this case it would have taken maybe 30 seconds to solve this particular problem with a live person versus 4 days via misunderstood and miscommunicated emails.

I can make myself very clear in writing (I write documentation for a living) but email was not appropriate in this instance.

Papu Papu

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