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adam28577
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Joined: Dec 06, 2005
Posts: 29

PostPosted: Tue Dec 06, 2005 2:57 pm    Post subject: New customer, my first CS experience Reply with quote Back to top

My girlfriend and I have been contemplating switching to Voip for awhile and we finally made the decision to give it a whirl. I was originally going to go with AT&T Callvantage since they seemed to have a bit better reviews on quality which I would be willing to pay $5 a month more if its true.

Regardless the Best Buy sales person talked me into getting Vonage so we brought home the unit and for the most part setup was very easy and painless. The only issue we had was a persistent echo on the other end of the line (not for us but the party we were talking too). After searching the forums a bit here, which are a wealth of information, I noticed our firmware was way way out of date. We were on 1.20 and 1.55 was the most recent release.

I was unable to flash the router for some reason myself so I gave CS a call at Vonage. Despite what I read here I got right through instantly to a tech. I about died since I read all the horror stories about long wait times. The tech was very pleasant and knew exactly what to do. He called me back on my cell phone and forced my router to update. He even stayed on the line the entire time and made sure that the bios actually was updated to the new version on the router.

Fortunately, it seems that the firmware upgrade has solved our echo issue and our call quality has been superb since. Hopefully it will continue to remain this way.

I must say my first experience was a great one and figured I'd share it since boards like this tend to see more negative than positive posts. I'd also like to thank the community here for allowing me to share this and for the wealth of information that is available for customers.

I hope everyone has a Merry Christmas and a Happy New Year.
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navydavy2001
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Joined: May 26, 2005
Posts: 1125
Location: United States

PostPosted: Tue Dec 06, 2005 3:22 pm    Post subject: Reply with quote Back to top

It's very refreshing to hear a success story like this. Thanks for sharing! Happy Holidays to you too!

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taylor2767
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: May 05, 2005
Posts: 400

PostPosted: Tue Dec 06, 2005 3:23 pm    Post subject: Reply with quote Back to top

i'd have to say I was pretty much in the same boat as you and I've been a Vonage customer for almost 8 months and my experience with CS has been great the few times I've had to call them. But as you will learn, a simple reboot of your setup will generally resolve most issues you may have. Welcome aboard!
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j-card
Vonage Forum Senior
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Joined: Nov 23, 2005
Posts: 119
Location: Victoria, British Columbia, Canada

PostPosted: Tue Dec 06, 2005 3:36 pm    Post subject: Customer Service Reply with quote Back to top

Other than a few minor issues, mostly with my initial set up (The girl even admitted that it was her first call...) My experience with Vonage has been great! CS and Tech reps are usually pretty good, and only once have I had to wait over 10 mins.
I have not had any problems with my current set up, just plug and go!

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KDWycha
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Joined: Jan 19, 2005
Posts: 605
Location: Tampa, Florida USA (813)

PostPosted: Tue Dec 06, 2005 9:28 pm    Post subject: Reply with quote Back to top

Glad to hear it has worked out for you. There are plenty of great stories about Vonage. The only reason you dont see them is because people come to this forum for help with issues Smile If they dont have an issue most likely they wont even post here. Have a great christmas.


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