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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage Canada
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icklemiss
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Joined: Oct 10, 2005
Posts: 13

PostPosted: Wed Oct 19, 2005 1:53 pm    Post subject: Vonage Canada Cutomer Service Reply with quote Back to top

Am I just lucky - or is vonage's canadian customer support alot better than the US call centre?

I have called then a few times now with absolutely no problems and I have never even had to hold, just go through the press 1 for this 2 for that and be put through to someone who can do all of it anyway
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Radar
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Joined: Sep 03, 2005
Posts: 14
Location: Kapuskasing, Ontario

PostPosted: Wed Oct 19, 2005 3:49 pm    Post subject: Vonage Canada Cutomer Service Reply with quote Back to top

This has been my experience also. No waiting and prompt responses to inquiries. Very Happy
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icklemiss
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Joined: Oct 10, 2005
Posts: 13

PostPosted: Wed Oct 19, 2005 7:35 pm    Post subject: Reply with quote Back to top

One of the major turnoffs of Vonage for us was that so many people told us that the customer service was next to useless if you could get through - I have to say i am happily surprised!
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dabones
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Joined: Jan 31, 2005
Posts: 508
Location: London, ON (519) & Columbia, SC (803)

PostPosted: Wed Oct 19, 2005 7:51 pm    Post subject: Reply with quote Back to top

the couple times I've called I have had pretty good experiences too..

I think the ppl that we call are still in NJ, but I think we get different reps, or something.. or just better luck when we dial.. Confused

_________________
Using Vonage (RT31P2) since Jan 05
on Rogers Cable -- 1M/256K

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Nannyof8
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Joined: Nov 18, 2005
Posts: 51
Location: South Delta

PostPosted: Sat Nov 19, 2005 6:57 pm    Post subject: Connection Reply with quote Back to top

icklemiss, dabones and other knowledgeable customers. Hi, please can you give me the Canadian Customer Service number you refer to. Each time I call I go through to New Jersey and they aren't able to help us. Our problem is our Connection, we love Vonage/system, computer access, account access etc, but when trying to phone local or local long distance the connection is always extremely bad, very noisy and cuts in and out. Now I can hear them but they can't here us clearly. I have posted my problem in the Canada Forum, but no replies as yet!! We live in Delta BC and use DCCNET DELTA CABLE as our provider. We worried about when the power would go out, which is not very often, but now the problem seems to be the connection through DCCNET which has been down for the last 2 weeks on and off, so now, no computer and NO PHONE LINE. Vonage in New Jersey told us that our modem was so outdated but it is the only one which is compatible with DCCNET so we are stuck at the moment with a bad connection most of the time, any advice please. Pauline
Tsawwassen, Delta, BC
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icklemiss
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PostPosted: Sat Nov 19, 2005 9:41 pm    Post subject: Reply with quote Back to top

1-877-272-0528
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Nannyof8
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Joined: Nov 18, 2005
Posts: 51
Location: South Delta

PostPosted: Sat Nov 19, 2005 10:23 pm    Post subject: Vonage Customer Service call centre in Canada Reply with quote Back to top

ICKLEMISS; Thanks, but I have used that one many times - 1-877-272-0528 and it still goes through to Edison New Jersey. I am looking for a telephone number in Canada where we can call. Surely there has to be a call centre in Canada somewhere, back East in Ontario, if not out West British Columbia. The continuous noise and crackle in and out is driving us crazy, thanks for replying Mad
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dcongrav
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Joined: Apr 21, 2005
Posts: 60

PostPosted: Sat Nov 19, 2005 10:25 pm    Post subject: Reply with quote Back to top

Nannyof8:

I also live in Delta, BC and use Delta Cable and am also suffering intermittent problems with my connection, generally from 5:30pm onward. Upon calling them a few weeks ago, they admitted that they had a problem with upload speed and were working on it but nothing new from them since that email. This is the mail I received from them. Have you talked to them?

We have been informed that we are currently experiencing slow upload speeds which may be affecting some Voip connections. As we do not have a specific timeframe when this issue will be resolved, we would like to assure you that we are working to fix this problem as soon as possible. This information was just passed on to us, otherwise I would have told you this in the previous email.

We apologize for the inconvenience, should you have any questions please call us at the numbers below and we'll be happy to assist you.

Thanks,
Stefan
DCCNet Technical Support
---------------------------------------------
Website: www.dccnet.com
Email: help@dccnet.com
24 Hour Telephone & Email Technical Support
Delta: 604-946-5188
Coast: 604-885-3224
Point Roberts: 360-945-0456
----------------------------------------------
Usage stats: http://stats.dccnet.com
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Nannyof8
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Joined: Nov 18, 2005
Posts: 51
Location: South Delta

PostPosted: Sat Nov 19, 2005 10:50 pm    Post subject: Vonage Canada Customer Service Reply with quote Back to top

dcongrav: Thanks so much for reply, yes I have spoken to them only yesterday I spoke to the person you mentioned in your email to me and requested that DCCNET send out to all customers an email explaining problems. I told him about our Vonage line being down so often and that is not good and that it has such a bad connection. As of today's date NO EMAIL HAS ARRIVED from DCCNET explaining the situation with regards to Vonage. Friday was down on and off nearly all day and this morning was bad also. I can handle it if the internet shuts down we all understand they have to make repairs/improvements. Please read my posting under DCCNET DELTA CABLE, on Vonage Canada Forum I might have written something in that about the outdated modems we are using in Delta. Shaw customers don't have the same problems I think they are issued with the Motorola Surf..........their connection is extremely clear. Thanks for email, I will call them again tomorrow.
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icklemiss
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Joined: Oct 10, 2005
Posts: 13

PostPosted: Sun Nov 20, 2005 8:51 am    Post subject: Reply with quote Back to top

Thats the only number, but when I call they start with Vonage Canada and ask if I want French so I would imagine that it puts you through to a separate call center.

There are plans (by looking over this board) to move Vonage canada to Mississauga, ON at some point. Although early emails indicate this was going to happen in October so not sure what the real time line is.
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