Does this Vonage policy bother anyone else?

Posts: 1 · New Forum Member Joined: Feb 09, 2004 Posts: 1

I signed up yesterday so I can't comment on the quality of the actual phone service. The one thing that bothers me is that they begin your billing cycle the same day you place your order not when you have received the adapter and can make and receive calls. When I inquired about this they said, well you have voicemail so you technically have service. I asked when my equipment would arrive so I could begin making calls they told me up to 10 business days. That could be up to 15 days or more in real world time. So to me this means I'm paying for a half months service without being able to use it? To me that is ridiculous. I know we aren't talking about big money here, but things like this bother me especially when I ask the customer rep for an explanation and all they tell me is I have voicemail. When I asked how exactly I am expected to check that voicemail since I don't have telephone service yet he was simply silent. Would you pay for cable tv starting from the day you placed the order if it could be half a month before they bring you the descrambler box? I wouldn't. Did this bother anyone else?

Posts: 65 · Posted: Sun Feb 08, 2004 10:16 pm Post subject:

You can still receive inbound calls on your new number. All you need to do is setup call forwarding (once Vonage has provisioned your MTA just prior to shipping).

I live in Richmond, Virginia and I received my MTA within 3-business days from the shipping date. Also, once Vonage has shipped your package you will be able to track it through UPS to determine when you will really be getting it.

Don't worry about the money, all good things are worth waiting (sometimes paying) for.

Hope you enjoy the service...
Keith

Posts: 1 · New Forum Member Joined: Feb 09, 2004 Posts: 1

I placed my order January 15th. My trial period would have expired January 29th, and I didn't receive my equipment until January 23rd. I complained, via email, that I did not feel that was sufficient time to evaluate the service.

The Vonage rep responded with an extension to my trial period, until February 10th.

Yeah, the fact that the trial starts with placing the order is stupid. But it seems you can get that extended.

Posts: 65 · Posted: Sun Feb 08, 2004 10:46 pm Post subject:

It's good to hear that they gave you credit for it. But I do agree, they should not start the trial period until you have actually plugged in the device and are receiving a dial tone.

Guest

I agree this policy is not right. Actually, Vonage is setting themselves up for a class action lawsuit. I recently received a letter informing me that I'm a part of a class action suit on a very similar situation. It seems that my term life insurance company was charging for term life insurance starting on the day that the paperwork was signed, but the policy wasn't actually in force until the underwriting was complete. That was typically 2 or 3 months later. The insurance company is settling out of court and offering all of us rebates.

Posts: 15 · Vonage Forum Associate Joined: Jan 23, 2004 Posts: 15

I agree it is a very odd policy. My unit shipped over Christmas and took about 2 weeks to get to me (not Vonage's fault). I sent them an email and they gave me a $5 credit so I'm happy.