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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage Canada
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New_2_VOIP
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Joined: Jul 19, 2005
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PostPosted: Wed Nov 02, 2005 10:38 am    Post subject: Vonage 911 activation and support staff are a joke!!! Reply with quote Back to top

I have been a Vonage customer now for a total of four months. The day I signed on I registered for 911 activation. Vonage has still not activated my 911 dialing. I have called Vonage support repeatedly and get the same bs response from there highly unqualified support reps (We are sorry for the delay, we will have it fixed ASAP). If you really want to have a laugh try emailing Vonage for support.

A few of tips for Vonage and Vonage support:

1. If you are going to supply a web form for email support actually have resources monitoring the queue and responding to the queue! Customers hate sending email into the abyss.

2. I have spoken to probably six or seven different support reps with regards to my 911 activation issue. From my perspective someone from Vonage's side should take ownership of the issue. A single point of contact should be assigned to the issue. I don't enjoy calling into your support desk and describing the same issue over and over again to new people.

3. I have been promised by several support reps that they will call me back with a status of what is going on with my 911 activation. True to Vonage support I have never been called back once by support. This is a basic principle in business, don't lie to your customer. It kind of blows customer confidence down the toilet!!

4. Vonage advertises 911 service but you do not supply 911 service or any variation of 911 service. Get your act together before word of mouth kills your business.

5. My bill includes your so called 911 routing service yet you do not supply this service. Where is my refund?
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†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.

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