Vonage Service problems

Posts: 12 · Posted: Wed Jan 14, 2004 9:26 pm Post subject: Vonage Service problems

You're this outraged over $16.94? Man, get a life.

You have a functional Vonage phone number, and you were charged fairly. Everyone with whom I've spoken about Vonage (more than a dozen) are enthusiastic about how much they like their service.

Stop whining and cancel your service. Spare the rest of us.

Posts: 27 · Vonage Forum Junior Joined: Jan 07, 2004 Posts: 27

I got my Voice Terminal box today (I ordered last Thursday, so it took 4 business days to get the box - not too bad).

My experience has been opposite of yours.

I don't think that you can hold Vonage responsible for the porting of the number, it is your current carrier. Complain to the FCC, there is not much Vonage can do here.

I think that your service should start after you get your voice terminal not when you sign up. I complained to Vonage and they offered to start my eval/test period after I got my box. Well, after getting my box today, I am VERY happy with the service. I didn't read any manuals, I plugged in the ethernet connector and the phone to the RJ11 and I was making calls. Service was great.

I forwarded my cell phone (which I am porting) to the vonage box, so all is well.

I am a happy camper!

Michael
EVDO Info :: EVDO Forums

Guest

Sorry to all.
But I support the person who started the topic.

When I got Vonage, I connected it to check if it works. I disconnected my line back to use my phone with current provider (MCI that time) and I used it for the net TWO months untill my telephone number has been trunsferred!!! I did not use Vonage line on regular basis: I asked some of my friends to call there to check the quality - That's it.

I had to use the rest of the time the line with my phone number, not Vonage. But Vonage was still charging me a montly fee. They even did not let me know that they didn't get all needed papers from me in ordered to start the transfer of the phone number. I called them!
But I don't complain. Their service is still cheap but not perfect in quality , even with my stable T1.

I think that Vonage MUST NOT charge a client untill the phone number is transferred. And thei even can disconnect the virtual one after it had been tested.
What would you say?

Posts: 106 · Posted: Thu Jan 15, 2004 12:20 am Post subject:

even when your number is being transfer you HAVE A PHONE NUMBER TO USE IN THE MEAN TIME (with vonage) so you can make and receive calls and while the box is in route to you you can fwd your vonage number and still virtually use that part of the service so they need to charge you. BUT IF YOU WANT TO CRY about it im sure they will give you some kind of credit. they are good people who try to do the right thing.

Posts: 23 · Posted: Thu Jan 15, 2004 6:26 am Post subject:

It's my understanding that vonage uses a third party for porting numbers. The FAQ states that it should take 15 business days to have your number ported. If the average time to port exceeds this, then vonage should make all new users aware of this.

However, I agree with the other posters who've said you do have a working service even with a temporary number. You can still make outbound calls. That's really where the value is.

Question: Why would you immediately port your number to vonage without first making sure the service meets your needs and expectations?

Posts: 38 · Posted: Thu Jan 15, 2004 9:46 am Post subject:

I thought Vonage's explanations of the number porting process were pretty clear. From the Vonage website, 1/15/2004:

"Transferring Your Number - The Timing

Transferring your number can take at least 15 - 20 business days upon receipt of complete and correct paperwork. Vonage will keep you informed of the transfer process via email along the way. We'd like the process to go faster, but your existing phone company has to release the number first. " (emphasis added)

When you signed up, they provided you with a temporary number, enabling you to make and receive phone calls on their network. If you choose not to use the service until your number is ported, that's your decision, but it's there and functioning, and I can't see why you wouldn't have been making all your LD calls on it!

As for porting delays, this looks like a classic case of the POTS providers dragging their feet to keep you on the hook. This is nothing new, as they've dragged out every single process they've ever been a part of. Until now, with no competition, you were stuck.

Vonage's statement doesn't say it will take 15-20 days, it says it will take AT LEAST 15-20 days, and that the telco has to release the number. Why not call the telco (your old provider) and ask for a refund? In any case, I think it's entirely fair for Vonage to charge you for service you signed up for and have been able to use, even if you chose not to.

Posts: 17 · Posted: Thu Jan 15, 2004 12:13 pm Post subject:

i also wasnt happy being charged from signup date, not equipment arrival date! BUT, it was so easy. e-mailed vonage, explained my concern, and was instanly credited the difference.
So, far happy with both phone call quality, and vonage Customer service-

Guest

I too have to agree with the original poster. The writer(s) is not complaining about the length of time the number transfer is taking. They are complaining about Vonage charging for service that Vonage isn't really providing yet.

Their local phone company, I forgot who they said it was, is still providing full service for their number, and will rightfully be billing the customer until the transfer is complete. There is no justification for Vonage to make customers pay twice to different carriers. They should start billing when they become the sole provider of service.

I do agree that $16.94 is hardly enough to get worked up about though! Too funny. Of course Vonage takes full advantage of that line of thinking I guess. They probably figure most people will be pissed off, but won't do anything about it. A game of numbers to them. One out of 100 probably tells them to shove it.

I've been thinking about Vonage, but have been hearing too many complaints, not just on this message board but from real life customers who seem to be most dissatisfied with customer service and support.

Posts: 9 · New Forum Member Joined: May 23, 2003 Posts: 9

When we signed up for Vonage, we each selected a VONAGE area code and city from which a number was assigned. When you plug your ATA in and dial that telephone number from another phone, the analog phone plugged into the ATA rings and you can carry on a conversation on that connection. That is the service that they are here to provide.

You may then elect under the telephone number portability rules to allow Vonage to carry your currently assigned number from your traditional wireline carrier to your VoIP Vonage service. You even have the choice at that point to keep your originally assigned Vonage number as a Virtual Number.

I don't see where Vonage has misrepresented anything. My phone number port took about 25 days ... I gladly paid the extra portion of a month's service in anticipation of the large sum I have saved by utilizing Vonage's service.

Just a happy customer ...
-Keith

Posts: 1 · New Forum Member Joined: Jan 04, 2004 Posts: 1

I have to disagree with the original poster. There is definite lag time for your original phone provider to release your existing number to Vonage.

I had the same concern as the original poster so I called customer service. They suggested I simply forward all calls from my existing land line to my newly assigned Vonage number. This way, I can continue to receive calls made to my original phone number and also make outgoing calls using Vonage.

If I am happy with Vonage’s service I can then request to transfer my land line over to Vonage and give my original phone provider the boot. If I am not happy with Vonage, I simply cancel the service and I still have my land line to fall back on. The worst that can happen is that I pay two phone providers for a month or so, until I am convinced that I am happy with Vonage.

Sounds like the original poster did not research this issue enough.