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longbeachjamie
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Joined: Jun 06, 2005
Posts: 6
Location: Long Beach, CA

PostPosted: Tue Jun 07, 2005 9:39 am    Post subject: terminated and still waiting... Reply with quote Back to top

I received an e-mail last Friday stating my account had been terminated and I had been charged a early termination fee. A little upset I called Vonage and found they had done it mistakenly. I was told I would be called back by the representative in charge of deleting the accounts. I received a call back stating they were sorry for the problem, and would credit my account for the fee, and cover 2 months of service. I was pleased at this point, Vonage had did well to make up for the error. I was told the system would have both my phone and fax numbers back online in one hour.

Not receiving any updates, and still without service, I called them 24 hours later. The representative on the phone told me the ticket was still in with the techs, and that the service would be up no later than Staturday evening.

Yesterday I phoned them once again, and was told by the representative they would "physically walk up to tech support and put my ticket in front." She guaranteed me the service would be back in an hour and half.

Now it's Tuesday, and after being placed on hold yesterday for over a half hour, I wrote an e-mail to support with my issue. Still no response. I also keep getting e-mails saying their are new voice mails but I have no way of checking them.

A complete frustation not having service for such a long time. I just wish someone at Vonage could be honest with me on the phone, considering how patient I have been with every representative.

Any help from anyone would be great.
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jdr30
Vonage Forum Master
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Joined: Nov 24, 2004
Posts: 215

PostPosted: Wed Jun 08, 2005 11:40 am    Post subject: Reply with quote Back to top

Well, we cannot turn terminated accounts back active. You HAVE TO (no exceptions) sign up for a new account and have someone like me swap the phone numbers/equipment over to the new account ...

You are waiting for nothing, and the rep that you talked to probably did not know we cannot make a terminated account active again.

I can get you setup in about an hour, but you have to sign up for a new account, let it charge you $68.08, get that credited back to your c/c , then give me your old acct#, new acct#, phone number, and WAN MAC Address of the device you wish to use then I can get it all activated for you
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longbeachjamie
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Joined: Jun 06, 2005
Posts: 6
Location: Long Beach, CA

PostPosted: Wed Jun 08, 2005 2:28 pm    Post subject: Reply with quote Back to top

Thanks for your help JDR, this is the response I received:

"Thank you for contacting customer care. In response to your request, I did review your account. I do show that the primary phone number has been added back to your account. However, the fax number has already been assigned to another customer. We are unable to add this line to your account. The current fax number on your account is (562)-366-xxxx.
If you do not wish to keep this number, you can change it, or have it removed from your account. We do apologize for the inconvenience. You are a valued customer and we appreciate your business."

I find it amazing that the number would be given away to another customer already, considering the moment I received the termination e-mail I was on the phone with a representative. That really pisses me off.

My current phone number is still invalid and I have no way of setting it inside the router. Please advice.
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longbeachjamie
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Joined: Jun 06, 2005
Posts: 6
Location: Long Beach, CA

PostPosted: Wed Jun 08, 2005 3:15 pm    Post subject: Reply with quote Back to top

Don't worry about advising... I have called and filed a complaint and will hopefully talk with someone in management soon.

Really disappointed in the way things were handled.
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KDWycha
Vonage Forum Evangelist
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Joined: Jan 19, 2005
Posts: 605
Location: Tampa, Florida USA (813)

PostPosted: Wed Jun 08, 2005 4:06 pm    Post subject: Reply with quote Back to top

Why do I think there is more to this account termination story then I am being told? Lol

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reebok
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Joined: Oct 24, 2004
Posts: 3198
Location: Lakeland, FL

PostPosted: Wed Jun 08, 2005 4:15 pm    Post subject: Reply with quote Back to top

I dunno but it's not the first time it's been reported here.
http://www.vonage-forum.com/ftopic6041.html

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longbeachjamie
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Joined: Jun 06, 2005
Posts: 6
Location: Long Beach, CA

PostPosted: Wed Jun 08, 2005 4:41 pm    Post subject: Reply with quote Back to top

Quote:
Why do I think there is more to this account termination story then I am being told?


Good question. I'll hopefully find out more after speaking with management as to how this mistake happened, technical or otherwise. I was never given an explanation as to why the account was terminated other than the fact it was an accident.
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jdr30
Vonage Forum Master
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Joined: Nov 24, 2004
Posts: 215

PostPosted: Wed Jun 08, 2005 5:50 pm    Post subject: Reply with quote Back to top

Who is the "manager" you were told would call you back?
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longbeachjamie
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Joined: Jun 06, 2005
Posts: 6
Location: Long Beach, CA

PostPosted: Wed Jun 08, 2005 8:17 pm    Post subject: Reply with quote Back to top

I have no idea, I was told someone from management would call me back in 24 hours. A ticket was opened for me.
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dconnor
Site Admin
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Joined: Mar 05, 2003
Posts: 2263
Location: The Beach

PostPosted: Wed Jun 08, 2005 8:26 pm    Post subject: Reply with quote Back to top

longbeachjamie wrote:
I have no idea, I was told someone from management would call me back in 24 hours. A ticket was opened for me.


I think what he is looking for (he is off for the night now) is the ticket # so that he can help you out.

Please post it if you have it.

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