Sign up
 Vonage  

       
 
Vonage Forum Menu

Vonage Forums
Vonage VoIP Forum
Bruafekkay Posted:
agreed drab
individual, large
if the hamlet is
not provided with
the requisite
...

In The Forum:
Vonage V-Phone & SoftPhone
Topic:
mauersteine 50x50 unsparing
On Dec 07, 2016 at 20:07:45

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


Vonage VoIP Forums

Vonage In The News
Vonage Holdings Corp. Reports Fourth Quarter and Full Year 2013 Results

Carolyn Katz Elected to Board of Directors of Vonage Holdings Corp.

Syndication

Vonage Customer Reviews
Vonage vs. Time Warner Cable SoCal
Vonage vs. Time Warner Cable SoCal



Vonage UK Review
Vonage UK Review



Vonage Pros and Cons for 2006
Vonage Pros and Cons for 2006



Vonage, a VT2142 and a RTP300, My Experiences - A Detailed Review
Vonage, a VT2142 and a RTP300, My Experiences - A Detailed Review



Salt Lake City: impressions after several months
Salt Lake City: impressions after several months




Vonage Reviews


Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage Canada
Author Message
dcongrav
Full Forum Member
Full Forum Member


Joined: Apr 21, 2005
Posts: 60

PostPosted: Mon Jul 11, 2005 3:29 pm    Post subject: Don't replace your phone - Vonage not ready for Primetime Reply with quote Back to top

I was a relatively happy Vonage user for a few days over 3 months. I told everyone I knew that Vonage was the best of breed and that anyone would be crazy to keep paying the exorbitant rates that the telephone company charges. I contracted a second line connected to the same PAP2 and a virtual number in Mexico City. In other words, I was a satisfied customer.

Last night, I lost dial tone on my two phone lines and the adventure begins. Using a cellphone, I called Vonage "customer care" and after waiting a good bit a spoke to technical support. We went the whole route, unplugging the ATA, router, and cable modem. Resetting each and everyone of them several times. Resetting the ATA back to factory defaults using **** and the code etc. nothing. The support rep said that he gave up and I would have to return the PAP2 to the retailer (Staples) or to Linksys and when I got a new one I should call Vonage back and ask for a MAC swap.

The next day, I checked with Staples and they would only accept returns on items purchased within 30 days. I would have to return the PAP2 to Linksys. That needless to say would take a minimum of 6 working days.

Next call to Vonage asking them if there was an alternative to not having phone service for more than a week. I was put through even more plugging and unplugging, setting and resetting and 120 minutes later (on my cell phone) it was determined that yes, the problem is my PAP2 (duh!!) and that they would ship out a new Linksys RT31P2 at no cost to me. They would also credit me one months usage of my primary line (not both). I also reminded him that I had yet to receive my rebate from Staples but did receive an email saying that I wasn't eligible to receive my $65.00 rebate he also promised to get that resolved. Thinking everything was well, I hung up.

Just got an email from Vonage confirming my "purchase" of a Linksys RT31P2 and a charge against my credit card of $156.78. My statement of account did show however a credit of $19.99 for "customer satisfaction". By the way, still no rebate.

The net results: I paid approx. $86 for the PAP2 at Staples in the beginning of April with the understanding that I would receive a $65.00 rebate. I'm on my 2nd day with no phone service. I've probably used up all my minutes on my cell phone and only received $19.99 for "customer satisfaction" and now I've been charged for $156.78 for a new router.

Upon calling back Vonage, the person that I spoke to was not available and according to the support person on line, there was no supervisor available either.

Now what?

I don't expect anyone here to help me but thanks for letting me get this off my chest. Needless to say, I'm no longer a satisfied customer and will not be recommending Vonage or any other Voip provider. They tend to be good only in fair weather. When things get tough, they get going.

The next
View user's profile Send private message
LuisPR
Vonage Forum Master
Vonage Forum Master


Joined: Oct 08, 2004
Posts: 292

PostPosted: Mon Jul 11, 2005 3:34 pm    Post subject: Re: Don't replace your phone - Vonage not ready for Primetim Reply with quote Back to top

dcongrav wrote:
They tend to be good only in fair weather. When things get tough, they get going.


Thats funny, you just described yourself.
View user's profile Send private message
scerruti
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Feb 05, 2005
Posts: 1424
Location: Carlsbad, CA (finally)

PostPosted: Mon Jul 11, 2005 4:26 pm    Post subject: Reply with quote Back to top

dcongrav:

I think I understand the issues in your post, and I don't think I concur with your conclusion.

While I agree the high cost of repair/replacement of a failed router and the amount of time that you will be out of service until that replacement can be accomplished should be factored in to any decision, that should not automatically dissuade people from switching to Vonage.

While I don't want to discount your other issues they didn't seem to be a problem for you until this outage happened. The rebate issue is certainly an insult following injury, but it is not central to your main problem. As far as customer service goes, the trend from recent posts indicates that customer service is actually improving.

I think Vonage/Linksys could do more to make the central problem you faced less urgent. They could either use overnight service or local retailers to set up a loaner program for adapters that cease to work. Vonage could coerce Linksys to pay the loaner costs for adapters under warranty and the cost for loaners during non-warranty repair/replacement could be built added to the repair costs. (Since most routers would be replaced you would basically be buying the loaner.)

As far as your current problem, they may intend to credit you for the RT31P2 when you ship back your PAP2. I would call Customer Service and see what their story is.

As far as using up your cell minutes, one option might be to add SoftPhone onto your account and use your computer for calls while your adapter is down.

_________________
Stephen P. Cerruti (ISP: TWC)
View user's profile Send private message Visit poster's website Yahoo Messenger
dcongrav
Full Forum Member
Full Forum Member


Joined: Apr 21, 2005
Posts: 60

PostPosted: Mon Jul 11, 2005 4:43 pm    Post subject: Reply with quote Back to top

Thank you for a very well thought out reply.

Perhaps what annoys me most is that I told almost everyone I know that Voip was the way to go and specifically Vonage. Not having phone service for the time it takes to replace faulty equipment is not transparent. I and most everyone else is purchasing telephone service with Vonage (and every other company as well) and we are not purchasing equipment except as a requirement for phone service.

You are right that the rebate issue is a separate item and your phrase "insult following injury" is certainly appropriate.

I don't know if it's their intention to refund me the $156.78 upon my returning the PAP2 and when I called technical support the technician wanted to go over everything again for the third time and could not put me into contact with the person who authorized the shipping of the replacement router nor could he put me in touch with a supervisor.

All of your suggestions are excellent and something similar will eventually have to be put into place to avoid losing phone service for weeks at a time. Otherwise no one will want to replace their existing telephone but just get it as a second line.

Contracting a Softphone for the "just in case" of ATA failure is an additional expense of $12.99/mo plus headset and/or USB phone. I have no other NEED for a softphone.

Ideally, as you've suggested, they should establish better relationships with retailers so that they could switch out the ATA and replace it with no questions asked or at the most an authorization number.

Thanks for your interest
View user's profile Send private message
scerruti
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Feb 05, 2005
Posts: 1424
Location: Carlsbad, CA (finally)

PostPosted: Mon Jul 11, 2005 6:06 pm    Post subject: Reply with quote Back to top

dcongrav wrote:
Contracting a Softphone for the "just in case" of ATA failure is an additional expense of $12.99/mo plus headset and/or USB phone. I have no other NEED for a softphone.


No, I was thinking that since Vonage was willing to give you a service credit that that credit could go towards the activation and first month of a SoftPhone account. Possibly you could cajole them into activating it for free. Then you could offset the cost of the headset purchase with the credit. I am unaware of a termination fee for SoftPhone, but if there is one then that would affect the math.

The SoftPhone account could then be used instead of expensive mobile phone minutes.

The $12.99 figure threw me until I realized this was the Canada forum. I assume that is the cost for SoftPhone from Vonage Canada. Headsets were going for not much more than US $10 several years ago when I bought my last one.

I was also thinking of this as a generic solution for the user who may not have a mobile phone and needs to have some means of communication. For example, Vonage could offer to let you use SoftPhone while your adapter is being shipped as opposed to the loaner program outlined above. This would obviously depend on Vonage's cost to provision a SoftPhone.

_________________
Stephen P. Cerruti (ISP: TWC)
View user's profile Send private message Visit poster's website Yahoo Messenger
dcongrav
Full Forum Member
Full Forum Member


Joined: Apr 21, 2005
Posts: 60

PostPosted: Mon Jul 11, 2005 6:53 pm    Post subject: Reply with quote Back to top

Thanks again Stephen. Your comments are welcome and the idea of "lending" the use of a Softphone until the ATA or router can be replaced is another bright idea.

Is anyone from Vonage listening to these pearls of wisdom???

And sometimes you wonder why startups fail......

I believe that there is a figure that says it costs 10 times more to gain a new customer than retain an existing one. Obviously someone at Vonage hasn't heard of that concept.

I was a happy, satisfied customer.
View user's profile Send private message
djino
Vonage Forum Senior
Vonage Forum Senior


Joined: Mar 27, 2005
Posts: 110
Location: Ottawa, Canada

PostPosted: Mon Jul 11, 2005 7:19 pm    Post subject: Re: Don't replace your phone - Vonage not ready for Primetim Reply with quote Back to top

dcongrav wrote:
Next call to Vonage asking them if there was an alternative to not having phone service for more than a week. I was put through even more plugging and unplugging, setting and resetting and 120 minutes later (on my cell phone) it was determined that yes, the problem is my PAP2 (duh!!) and that they would ship out a new Linksys RT31P2 at no cost to me.


They said they'd ship you the adaptor at no cost to you, yet they charged you $150+.. what is that about?

Also, why should he purchase the softphone for issues like so.. because if he has to do any trouble shooting and has to disconnect from the internet, he'll get disconnected from his call.. so that doesnt' resolve the issue neither.

Sorry to hear about yer struggles.
View user's profile Send private message Send e-mail MSN Messenger
dcongrav
Full Forum Member
Full Forum Member


Joined: Apr 21, 2005
Posts: 60

PostPosted: Mon Jul 11, 2005 7:31 pm    Post subject: Reply with quote Back to top

Thanks for the moral support djino.

I wish that I got some kind of support from Vonage. By the way I have called Vonage support 5 times since my original message and after going through hitting the #3 key, then #2 key and then listening to the recording regarding the 10 to 15minute wait and waiting 20 minutes and more on each call until my ear is numb.

The call quality is also very variable and the voice volume gets lower after each step until I can barely hear the recordings.

As a recap: I originally paid $89.95 + $12.59 GST/PST for a total of $102.54 for a PAP2 with no rebate in sight. Now I'm asked to pay $156.78 (inc GST/PST) no mention of rebates, returns, credits or anything. In other words my total outlay if I accept their router, will be $259.32. How about that for a low cost telephone system. And what's worse is that there is no one to talk to. And even worse...I liked Vonage and bragged about it.
View user's profile Send private message
djino
Vonage Forum Senior
Vonage Forum Senior


Joined: Mar 27, 2005
Posts: 110
Location: Ottawa, Canada

PostPosted: Mon Jul 11, 2005 9:24 pm    Post subject: Reply with quote Back to top

Dear lord. I definently know what I'd do, if I were you, but I'm not sure if I could say/suggest it in these forums. Smile

If you are thinking of switching providers, I can give you a few options. Let me know what happens Smile
View user's profile Send private message Send e-mail MSN Messenger
dcongrav
Full Forum Member
Full Forum Member


Joined: Apr 21, 2005
Posts: 60

PostPosted: Mon Jul 11, 2005 10:05 pm    Post subject: Reply with quote Back to top

Thanks djino. Because I absolutely must have a virtual number in Mexico City, only Vonage (Canada) offers it in this country. If I were in the US then Lingo also offers virtual numbers in Mexico including Mexico City. There are no other providers at present in Canada that offer virtual numbers outside of Canada.

An update. I called Linksys and asked about their support policies vis a vis the PAP2 adapter. After explaining to them that Vonage requires a payment of $156.78 for a new router with no mention of an exchange policy they said that they normally do not support Vonage branded adapters or routers but because of what they consider extremely poor service by Vonage, they will look at sending me a new PAP2 adapter with the requirement that I send my defective one upon receipt of a new one. NO CHARGE.

They will be confirming with me tomorrow. They reiterated that it is their understanding that this is what Vonage should be doing according to their agreements and do not understand why Vonage is showing such poor customer service.

I'll let you all know tomorrow if they confirm the shipment of the new PAP2.

If this all works out, Kudos to Linksys and unprintable words and gestures for Vonage.
View user's profile Send private message
Display posts from previous:   
Post new topic   Reply to topic

You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum


All times are GMT - 5 Hours

Vonage Service Plans


Vonage VoIP Members
Members List Members
New jimxe2
New Today 4
Yesterday 9
Total 99039

Who Is On Site
Visitors 133
Members 0
Total 133


Vonage VoIP Forum Members:
Login Here
Not a Member? You can Register Here
As a registered member you will have access to the VoIP Speed Test, Vonage Service Announcements and post comments in the
Vonage VoIP Forums

Vonage Stock Price
Value: 6.91
Change:   N/A
Up to 15 Minute Delay

Site Search
 






†AK and HI residents pay $29.95 shipping. ††Limited time offer. Valid for residents of the United States (&DC), 18 years or older, who open new accounts. Offer good while supplies last and only on new account activations. One kit per account/household. Offer cannot be combined with any other discounts, promotions or plans and is not applicable to past purchases. Good while supplies last. Allow up to 2 weeks for shipping. Other restrictions may apply.

1Unlimited calling and other services for all residential plans are based on normal residential, personal, non-commercial use. A combination of factors is used to determine abnormal use, including but not limited to: the number of unique numbers called, calls forwarded, minutes used and other factors. Subject to our Reasonable Use Policy and Terms of Service.

2Shipping and activation fees waived with 1-year agreement. An Early Termination Fee (with periodic pro-rated reductions) applies if service is terminated before the end of the first 12 months. Additional restrictions may apply. See Terms of Service for details.

HIGH SPEED INTERNET REQUIRED. †VALID FOR NEW LINES ONLY. RATES EXCLUDE INTERNET SERVICE, SURCHARGES, FEES AND TAXES. DEVICE MAY BE REFURBISHED. If you subscribe to plans with monthly minutes allotments, all call minutes placed from both from your home and registered ExtensionsTM phones will count toward your monthly minutes allotment. ExtensionsTM calls made from mobiles use airtime and may incur surcharges, depending on your mobile plan. Alarms, TTY and other systems may not be compatible. Vonage 911 service operates differently than traditional 911. See www.vonage.com/911 for details.

** Certain call types excluded.

www.vonage-forum.com is not an official Vonage support website & is independently operated.
All logos and trademarks are property of their respective owners. All comments are property of their posters.
All other www.vonage-forum.com content is © Copyright 2002 - 2013 by 4Sight Media LLC.

Thinking of signing up for Vonage but have questions?
Business and Residential customers can call Toll Free 24 hours a day at: 1-888-692-8074
No Vonage Promotion Code or Coupon Codes are required at www.vonage.com to receive any special,
best Vonage cheap deals, free sign up offers or discounts.

[ | | | | | ]

Vonage Forum Site Maps

Vonage | VoIP Forum | How VoIP Works | Wiring and Installation Page Two | International Rate Plans 2 | Internet Phone
Promotion | Vonage Review | VoIP | Broadband Phone | Free Month | Rebate | Vonnage | Vontage | VoIP | Phone Service
Phone | llamadas ilimitadas a Mexico | Latest News | VoIP Acronyms | Deal | Philippines Globe Phone | Site Maps

The Vonage Forum provides the Vonage sign up Best Offer Promotion Deal.
If you are considering signing up for Vonage and have found our Vonage News, Customer Reviews, Forums
& all other parts of this site useful, please use our Vonage Sign up page.


Vonage VoIP Phone Service is redefining communications by offering consumers
& small business VoIP Internet phones, an affordable alternative to traditional phone service.
The Vonage VoIP Forum Generated This Page In: 0.78 Seconds and 458 Pages In The Last 60 Seconds
The Vonage VoIP Forum