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PostPosted: Tue Nov 22, 2005 8:48 pm    Post subject: Switching to another device Reply with quote Back to top

I recently got a friend to sign up for Vonage, and gave him my Linksys RT31P2 so that he could use that instead of waiting for the Linksys router (not in the US, so sending it to a US address, and then mailing it again is quite expensive and takes a long time, of which you're still paying for service you can't use)

Anyone know how to do this? Is it possible, I'm getting mixed answers. Any way to get this done faster? Can I do it myself? Is there a way to switch the device other than calling Vonage? I'm frustrated with them. It seemed noone there can remove a device from my account, they just keep making tickets and it never gets done.

Ttrying to get that device added to his account has been a pain, first was told it can't be done, then told I needed to remove it from my account. I did this, they told in 24 hours it would be done, and then he could call and add that device to his account. 48 hours later and they still haven't removed mine. We've called asking about this, and why it's not done, and been put on hold for about 20 minutes while the rep 'looked up my ticket' (at which point he hung up and tried to call again). Last time the service rep just hung up the phone. I like Vonage when it works, but the customer service is awful.

Thanks
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ColdGin
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PostPosted: Tue Nov 22, 2005 9:02 pm    Post subject: Reply with quote Back to top

Well.

What has to be done is, as you say, a removal of that old rt31p2 device from your account and it has to be added to your friend's account. This is generally frowned upon. I think of it as giving someone your cell phone because they want to buy one, and then you saying, no sweat, I'll get a new phone and Cingular will swap them out for us! Not illegal, maybe not even against Vonage regulations, just, as you have found, not the best solution.

The difficulty arises because when your friend created his account, a device was provisioned and slated to be sent out to the shipping address on the account. This order has to then be canceled in order to have your old device added onto the account. If the window of opportunity to lock the order has been missed (maybe you waited a while to call in and request this swap after setting up the new account) then a new device has been already sent to your friend, and his numbers are associated with that new device's MAC address. It can get complex fast which is why this type of thing is frowned upon.

This situation isn't that complicated in all reality, the first time a rep comes across a situation like this they frequently don;t know how to handle it, and a lot of fraud cases start out exactly this way. I'm sorry you are having such difficulty getting this done, my best advice is to get the ticket number and ask to speak to a supervisor, wait until you get to talk to one, tell them you want this simple database change done tonight, and you are tired of playing with them.

And what are you doing for a replacement device? Was that your only Vonage adapter or what?
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reebok
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PostPosted: Tue Nov 22, 2005 9:06 pm    Post subject: Reply with quote Back to top

this has come up a lot recently and in the past. the general consensus is, level 3 can do it, but whether or not they will (or if you'll ever reach level 3) seems unlikely.

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