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DannyBoy84
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Joined: Oct 23, 2005
Posts: 40
Location: New York

PostPosted: Thu Nov 03, 2005 7:17 pm    Post subject: Cancelled Vonage Reply with quote Back to top

Well we cancelled Vonage today. Sad I was a happy customer but since I'm not the primary phone user in the house, went back to our local telco.

It wasn't any problem with Vonage at all. In my area Road Runner decides when it wants to work. I swapped my modem, it worked great for 2 weeks. The past week or so my connection has been dropping regularly 4 or 5 times a day. TWC has had a few tech out here, replacing cables etc.. It hasn't worked yet, I'm going swap my modem again with in the next couple of days.

Vonage offered to lower our monthly price. Since I wasn't on the phone I don't know if they were going to downgrade us to the 500 minute plan or what the story was there.

They are refunding our activation charge with shipping and handling. They charged us $41.19 which they will charge back once they receive their adaptor back.

Rolling Eyes

Dan
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NateHoy
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Joined: Nov 01, 2005
Posts: 2257
Location: New England

PostPosted: Thu Nov 03, 2005 7:52 pm    Post subject: Re: Cancelled Vonage Reply with quote Back to top

DannyBoy84 wrote:
Well we cancelled Vonage today. Sad I was a happy customer but since I'm not the primary phone user in the house, went back to our local telco.

It wasn't any problem with Vonage at all. In my area Road Runner decides when it wants to work. I swapped my modem, it worked great for 2 weeks. The past week or so my connection has been dropping regularly 4 or 5 times a day. TWC has had a few tech out here, replacing cables etc.. It hasn't worked yet, I'm going swap my modem again with in the next couple of days.

Vonage offered to lower our monthly price. Since I wasn't on the phone I don't know if they were going to downgrade us to the 500 minute plan or what the story was there.

They are refunding our activation charge with shipping and handling. They charged us $41.19 which they will charge back once they receive their adaptor back.

Rolling Eyes

Dan


Sounds like Vonage tried to do everything they could for you, but at the end of the day if your cable connection isn't working, unfortunately, it isn't working.

Thanks for a positive note on their cancelation service. Not that I hope to be using it anytime soon, but it's good to hear.
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galion
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Joined: Aug 11, 2005
Posts: 233
Location: Midwest USA

PostPosted: Thu Nov 03, 2005 10:11 pm    Post subject: Reply with quote Back to top

And Time Warner announced an 80% increase in profits for third quarter! I saw this information in the newspaper. It said a lot was attributable to the Time Warner Cable and Roadrunner groups. Sounds like they could spend a little of that extra money in your town!

_________________
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The days of thousands of pounds of copper wires hanging on poles are coming to an end.
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DannyBoy84
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Joined: Oct 23, 2005
Posts: 40
Location: New York

PostPosted: Fri Nov 04, 2005 12:57 am    Post subject: Reply with quote Back to top

Galion,

I agree TWC should at least try and fix the problem. They came out here replaced some outside wiring a couple months ago. Of course my connection was working when they were here, so it was "fixed"

Quite frankly the only time I've had postive experinces with their customer service is when I upgrade my service.
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NiteCourt
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Joined: Nov 06, 2004
Posts: 2

PostPosted: Thu Nov 10, 2005 9:06 am    Post subject: Cancelled due to bad support Reply with quote Back to top

I was a Vonage customer since November of 2003. I just cancelled my service the other day after my number finally ported out of Vonage. The main reason I cancelled was customer service. It used to be great. Short hold times. Actually getting replies from support via email. The last straw was broken back in February when I had a technical problem. I hung up after on hold for 20 minutes and never got any replies to my emails even after following up to the 'automated' ones. I even sent an email threatening to cancel to the 'send us your stories' in the snail mail newsletter, the president, and customer service. Never a call or email back.

Five to ten minutes on hold I believe is reasonable. Not 20. I expect glitches and other problems now and then since it's the nature of Voip. But when I have a problem that lasts for a few days and I need customer service, I expect a response. I think Vonage grew to fast with all its advertising.

I switched Voip providers and so far, no problems with quality. I even tried out their support to check response and was talking with someone in less than 2 minutes. General email questions (After I was a customer) were answered within an hour. Also got features that I like better than Vonage, costs less, and free phones. One thing I must say is that Vonage answers pretty fast after navigating through the 'automated' phone system and pressing the number for 'I want to cancel'. The person on the phone was very nice. Even wanted to give me some free months and a number since mine was ported out. He tried everything to keep me as a customer. Gave me a direct number to call for support with an extension. All of it too late. He said "I wish you had talked to me sooner". Well, I wished someone would have responded to me back in February.
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Trowski
Vonage Forum MVM
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Joined: May 16, 2005
Posts: 1389
Location: Putnam, CT

PostPosted: Thu Nov 10, 2005 10:42 am    Post subject: Reply with quote Back to top

Just watch out for some nasty reoccuring outages with that "other" provider. They seem to be having quite a few issues lately.

_________________
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NiteCourt
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Joined: Nov 06, 2004
Posts: 2

PostPosted: Thu Nov 10, 2005 11:02 am    Post subject: Reply with quote Back to top

Trowski wrote:
Just watch out for some nasty reoccuring outages with that "other" provider. They seem to be having quite a few issues lately.


I read about it when I was deciding which provider to switch to. I've been lucky. I've been using them since the end of September without the any outage problem. Maybe they got the problem resolved.
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Vonager
Vonage Forum Senior
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Joined: Aug 16, 2005
Posts: 132

PostPosted: Thu Nov 10, 2005 11:51 am    Post subject: Reply with quote Back to top

We tend to make our decisions based on our personal experiences. Sorry you had a bad one. I wish you luck!
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DannyBoy84
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Joined: Oct 23, 2005
Posts: 40
Location: New York

PostPosted: Thu Nov 10, 2005 2:28 pm    Post subject: Strange.. Reply with quote Back to top

Today I got a reminder email that my return autorization is due to expire in a few weeks.

I sent my adaptor with delivery conformation. I checked my number and it was delievered on Monday.

I emailed customer service with the tracking number and information.

Is the just an automated message that they send out to everyone? One would think that once they receive the adaptor is would cancel the RA in the system.

Just wondering,

Dan
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Trowski
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Joined: May 16, 2005
Posts: 1389
Location: Putnam, CT

PostPosted: Thu Nov 10, 2005 2:33 pm    Post subject: Reply with quote Back to top

It's automated, BUT you may want to verify. I had to send back two adpaters once. One they gave me the UPS label and another I did on my own. The said they received the one I sent on my own, but never did with their label, even though I had the signature etc right online.

_________________
-------------------------------------
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