Vonage Support - Does it exist ???

Posts: 282 · Posted: Tue Sep 06, 2005 11:24 pm Post subject: Good Experience So Far

I just joined yesterday and have called tech support three times with no wait and helpful service. First call was just to understand porting my existing number; received accurate info with eLOA emailed to me as promised - call was answered in NJ. Second call was for noise on PAP2 adaptor; tech switched service to line 2 port which improved the noise problem significantly and suggested returning the adaptor to CC - call was answered in NJ. I did get a replacement today and it works perfectly after making my third call to support. Third call was to get replacement PAP2 registered on my line; this call went to India,, but tech spoke perfect english and had the adpator up and running in 5 minutes. I've had zero wait time to be connected on all three calls which I know runs counter to the many posts I've read complaining of long wait times. As I said, so far, so good.

Posts: 7 · New Forum Member Joined: Sep 04, 2005 Posts: 7

The worst support I have ever had the misfortune to come into contact with, unfortunately mine is a very simple problem to resolve but no matter if I talk to India or support in the U.S. my problem doesn’t get resolved.

Vonage sent me one a router and the Mac address is tied to someone else & vise versa
I can make calls but I am unable to revive call so my phone doesn’t ring but if supports calls the other customer that has my Mac address by mistake my phone will ring.

This sound simple right? Just change my account to reflect the Mac address that I physically have right now & we know the other customer will have the same problem so change his at the same time so he won’t have to go thru the same problem I have been dealing with for 7 days in a row.

Also India lied to me 2 different times and said they would send me an email because they needed to verify I was indeed who I say I am so they could change the Mac address so my phone service would work correctly. (Never received an email) India, rather quickly did find that Vonage screwed up and sent my router to some one else but still can’t fix my problem.

If this simple problem can’t be handled as I continue to pay for 2 services because my Voip still doesn’t work properly I am concerned about the level of support with this company I may need to drop the service before my 30 days runs out.

As I was able to get hold of support in the U.S. I felt my problem would get resolved quickly since I explained how frustrated I was with the support in India and they also said simple matter of changing the Mac address and I would have service within the hour.
(that was 24 hours ago)

I have been patient thru this whole process, spending roughly 4 hours on the phone with tier 1 support (calling every day about the mac address problem) and I would like to have the service but this is getting a little silly at this point.

Very Frustrating!!!!!!!!!

I am sure that there are plenty of happy Vonage customers that have nice things to say about the support but for me it’s not working out and maybe their just not ready for Prime Time.

Good luck all,

Joe

Posts: 2 · New Forum Member Joined: Sep 20, 2005 Posts: 2

I have used email support dozens and dozens of times.I have gotten back a 2 or 3 autoresponses and one form letter style reply that was absolutely no help. It pretty much said test your connection - it the answer isn't obvious call in.

Terrible, terrible.

Posts: 8 · New Forum Member Joined: Mar 31, 2005 Posts: 8

I've used e-mail tech support several times (or tried to) in the 10 months that I've had service. Replies take weeks if they come at all. And often the answers look like the person never quite read the whole question.

On the other hand, I called phone support yesterday to register the replacement PAP2 that I got under warranty from Linksys (it actually fixed the noise/buzz that I've had on my initial until). Got a person within about 3 rings. He changed over the MAC address to the new box and walked me through re-initializing everything. I was back up in about 10 minutes. So, a thumbs-up on phone support.

Of course, they sent me a customer survey form which I would have been more than happy to fill out with my positive experience. But I got "access denied" when trying to get to the URL!

John

Posts: 114 · Vonage Forum Senior Joined: Aug 05, 2005 Posts: 114

dslreports@vonage.com is the best way to e-mail, I have gotten responses within 24 hours most of the time even within 4