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tplink Posted:
Im trying to add
my HT802 vonage
adapter to my home
network. I
currently have
...

In The Forum:
Hard Wiring - Installation
Topic:
Vonage behind switch
On Dec 05, 2016 at 06:35:11

DWSupport Posted:
After recent
Vonage update that
took place on the
4th and 5th of
Nov. E-mails with
...

In The Forum:
Vonage
Topic:
Voicemail Not Forwarding to Outlook Accounts
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:
Hospital Incoming call unable to connect
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:
Vonage
Topic:
Looking for a ringer ameliorate
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:
How to arrive at wifi password?
On Oct 20, 2016 at 05:05:49

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

In The Forum:
Hard Wiring - Installation
Topic:
How to have Vonage and another land line?
On Oct 20, 2016 at 04:55:03

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

In The Forum:
Vonage
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,
...

In The Forum:
Vonage
Topic:
IP PBX for small business
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,
...

In The Forum:
Hard Wiring - Installation
Topic:
W52p Setup
On Aug 30, 2016 at 10:38:01

James44 Posted:
Hi, I am
looking for a good
Sip Trunking
provider in
Canada. they
should offer
...

In The Forum:
Vonage
Topic:
A good sip trunking provider
On Jul 17, 2016 at 23:42:46


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Phaedrus1313
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Joined: Jun 09, 2005
Posts: 7

PostPosted: Tue Jun 28, 2005 12:37 am    Post subject: More on the RT31P2 / no dial tones / Vonage customer service Reply with quote Back to top

I promised I'd update this forum a few weeks ago. Here is the (admittedly very angry) email that I have just sent to Vonage. Customer support on the phone has been useless. Lest anyone claim otherwise, I am not a shill for a competing Voip service, though I am very ready to consider any other suggestions.

I have only XXX'd out my account number and last name.

----

Hello,

I am writing in reference to account XXXXXXXXXX.

I am also writing in reference to customer support incidents

2092664

and

2163559

Several weeks ago, I opened 2092664 after a SECOND incident of losing dial tone with my RT31P2 -- the
first incident was resolved with several hard resets of the router after being on the phone for a while
with technical support.

I reolved the second incident myself, and was told in 2092664 the following by one of your customer care
representatives:

<<
I have placed your device in a special debugging mode which will
transmit diagnostics information to our server. In the event that
another outage occurs we will be able to look at the log and determine
the problem. In the event we determine that it is a faulty device we
will be more than happy to replace it for you.
> >

So, a few days later when the device failed for the THIRD time (no dial tone, RT31P2 lists "router still
restarting" - I replied to incident 2092664 and let YOU know that theproblem had recurred and to use
your special diagnostics to inform me of the cause of the problem. Two days later I had received NO
ANSWER and emailed again, and still received NO ANSWER.

So I started a new case - 2163559 - and made sure to reply to the automated response. It is now the
following week - I STILL HAVE NO DIAL TONE since I am waiting for your debugging information, and I am
VERY VERY VERY ANGRY with being ignored by your customer service. If I do not receive a SATISFACTORY
reply and help IMMEDIATELY, I will be not only cancelling my Vonage service, but I will make a point of
using Internet blogs, word of mouth, and news outlets to warn others of the horrible experience I have
had so far with your so-called "customer care".

I am *not* interested in calling technical support, unless there is a special phone number to talk to
someone who will talk to me like an intelligent person and address my very particular case, rather than
running through a pre-canned list of steps which I have already done several times.

Please respond immediately.

angrily yours,
Lee XXX
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Trowski
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: May 16, 2005
Posts: 1389
Location: Putnam, CT

PostPosted: Tue Jun 28, 2005 8:10 am    Post subject: Reply with quote Back to top

The only way I have jumped to second tier I guess you would call it, and is not necessarily recommended (but I was having the exact same issue) is to go in through billing, or sign up when calling the CS line...Oops, I got the wrong department can you transfer me...Again, it is NOT the best way to do it, but I have two Vonage lines, and when the service is down, I cannot work from home...
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otaku
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Feb 02, 2005
Posts: 318
Location: Orlando, FL

PostPosted: Tue Jun 28, 2005 10:41 am    Post subject: Reply with quote Back to top

Quote:
I am *not* interested in calling technical support, unless there is a special phone number to talk to
someone who will talk to me like an intelligent person and address my very particular case, rather than
running through a pre-canned list of steps which I have already done several times.


Is there any technical support department out there who meets those requirements? I've yet to find one!

_________________
--
Josh Hope
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Phaedrus1313
New Forum Member
New Forum Member


Joined: Jun 09, 2005
Posts: 7

PostPosted: Tue Jun 28, 2005 10:51 am    Post subject: Reply with quote Back to top

otaku wrote:
Quote:
I am *not* interested in calling technical support, unless there is a special phone number to talk to
someone who will talk to me like an intelligent person and address my very particular case, rather than
running through a pre-canned list of steps which I have already done several times.


Is there any technical support department out there who meets those requirements? I've yet to find one!


You make a good point. Now I'm thoroughly depressed. Cry

Lee
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