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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage Forum Archive
Poll

Should account cancellation be made easier?
Yes
72%
 72%  [ 16 ]
No
4%
 4%  [ 1 ]
No opinion
22%
 22%  [ 5 ]
Total Votes : 22

Author Message
blouwagie
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Joined: Sep 11, 2005
Posts: 5

PostPosted: Sun Sep 11, 2005 7:21 pm    Post subject: Difficulty cancelling - terminating Vonage service Reply with quote Back to top

Hi,

Vonage does not work with sufficient quality on International calls, so I want to cancel it. Somewhere, well hidden in the FAQ (under different topic title), Vonage states that this cancellation needs to be done by phone. For months I've tried to wade through the phone Mobile menu systems to find an operator that can handle cancellation of the account. NO LUCK yet.

I've not placed a single call as a result (since I had to get a service from my cable company that also has unlimited minutes but is bit more expensive internationally). I've kept paying the monthly fee, no choice. I'm not happy with Vonage and yet have to keep paying because they basically make cancellation impossible. Pissed Off

How do I get cancellation going?

Should I contact the Better Business Bureau?
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Steve48
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Joined: Aug 30, 2005
Posts: 4777

PostPosted: Sun Sep 11, 2005 8:13 pm    Post subject: Reply with quote Back to top

Have you tried talking to your credit card provider? If you're telling it straight, a call to them should get payments stopped. I suspect that would result in prompt termination of your service.

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Steve Gray
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blouwagie
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PostPosted: Sun Sep 11, 2005 8:33 pm    Post subject: Cancelling credit card payments = "default" not te Reply with quote Back to top

Yes I could go to the credit card company & stop those payments, but then I'm in Payment default & Vonage can start charging me penalties. That is typically an illegal way to terminate an agreement.

As example I experienced: Stamps.com for instance gets very very aggressive when you do so.

Termination should be possible via the proper way, just as it is with normal telephone companies.
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Vonager
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Joined: Aug 16, 2005
Posts: 132

PostPosted: Sun Sep 11, 2005 9:26 pm    Post subject: Reply with quote Back to top

I haven't had to cancel Vonage so am not sure what the real procedure is.

I did have some call quality issues with some of my international calls, asked for credit for those online via the Dashboard and received full credit within 1 hr. I also received explanation that depending on how the call gets routed and through which international provider it goes, sometimes those call quality issues occur. This proved true as calls to the same number would usually be great and sometimes very crappy.

To cancel service, I would guess that calling CS and picking Billing from the menu would somehow get you there.
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Steve48
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PostPosted: Sun Sep 11, 2005 9:35 pm    Post subject: Reply with quote Back to top

I got curious and called the CS line. Very quickly I got to a menu option to cancel service on one or more lines. I didn't press it, but getting that far wasn't a problem.

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Steve Gray
Orlando, FL
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blouwagie
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PostPosted: Sun Sep 11, 2005 9:49 pm    Post subject: The menu system works, till now never got a live person Reply with quote Back to top

Hi,

Yes I did get through the menu system to cancel the service (It is part of cancelling one or more lines). I had given up trying in the last 3 months (at least). It seems like the options are now clearer, but I can't be sure. Previously I never got a live person to actually pick up for that option. But I will try again, maybe Vonage has improved on cancellations ???? Will let you know.

Thanks
Bart
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Steve48
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Posts: 4777

PostPosted: Sun Sep 11, 2005 9:55 pm    Post subject: Reply with quote Back to top

Good luck!

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Steve Gray
Orlando, FL
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turbo53
Vonage Forum Master
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Joined: Jun 24, 2005
Posts: 192
Location: Virginia, USA

PostPosted: Sun Sep 11, 2005 9:58 pm    Post subject: Reply with quote Back to top

Did you transfer your number to Vonage, or is it a Vonage-assigned number?

If you transferred your number, you should be able to transfer it back. You would initiate that process from your new phone company, so Vonage would have to comply. When the number is transferred, your Vonage account should be cancelled automatically. If not, then something is very, very wrong with the process at Vonage's end.

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blouwagie
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PostPosted: Mon Sep 12, 2005 8:43 pm    Post subject: Cancel Vonage: Is it an transferred number Reply with quote Back to top

Hi,

A good thought, on the number transfer, but in my case I had first wanted to try out Vonage (again) before transfering numbers to Vonage and I never transferred because the quality is/was just not good enough.

BTW: I was a Vonage user as early as beginning 2004.

But hey I finally got through to the cancellation department to a living person tonight ("only" about 30 min wait time) and he's convincing me to hang on a bit longer and try them out a bit more. He credited three months and almost got me to pay for a soft phone too.... 9.99 per month... so no thanks, Skype will be fine there.

I owe it to him to try the Vonage system again. Oh well now I'll have to call to cancel again .... unless international calling got a lot better.

Regards & Thanks for the tips.
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Ferdball
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Joined: Jul 16, 2005
Posts: 18
Location: San Diego

PostPosted: Wed Sep 14, 2005 9:49 am    Post subject: Reply with quote Back to top

I cancelled in July and I'm STILL getting billed. The service didn't work correctly, so I disconnected within two weeks. My number didn't even port over. My disconnect experience went similar to a tech call: time with tier1, time with tier2, then to a "Disconnect Specialist" who seems to want to be your friend.
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