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VT1000 -- Happy in Sarasota, Florida
Posted by redsnapper on 2009-09-29 17:59:05
My Score: 
I have trid several times to get my review listed on this site, I guess I will do it this way...Everyone needs to know how bad Vonage is!!!!
We have been a Vonage BUSINESS customer since April 2007. Until recent events we really have not had any MAJOR problems with Vonage. The non speaking English Customer service has always been an issue but we learned to call during the day before 3 or 4 and we would usually get some one here in the states!! Now calling late at night because we are night owls we would always get someone in another country!!
On or about July 1, 2009, I contacted Vonage to Change one of our numbers for a new Magazine we were going to publish. I was given 4**-6*4-4312. I had that number printed on everything in the magazine, business cards, and made a $14,000 advertising agreement for the next 8 months with a radio station. Part of the agreement was we would get a full page ad in the radio stations once a year publication which goes out to 6700 CEO and Business owners in our area; it was to be printed in July. At first the number went to some guys voice mail, Vonage told me to give it 24 to 48 hours, I did. It worked for a few days. We went out of town for a week and I called to check my messages much to my surprise I get "You have reached the rejection hotline...." OMG, you have got to be kidding me!! I called Vonage and was told I would have to reset the Vonage device, hello, I am out of town, can''t very well do that. The said they would try and fix it. The CSR even heard and recorded the message. They did get it fixed a day later. By now our FIRST issue has been printed and distributed and the ad for the annual publication has gone to print. The phone was not ringing though. I was working from home and went to check the voice mail and when I called the business number I get some girl voice mail with every other word being F**k, and s**t and any other cuss words you can think of. I was horrified and thinking OMG what are people thinking when they call us and get information on our magazine!! Once again I called Vonage and the CSR heard and recorded it again. This time I was told I would have to change my number. I didn''t want to do that, all the printing we had done etc. They once again said they would fix it. They did for about 2 days. This last time when you called the number you would get Spanish music and someone speaking Spanish. Finally got someone in upper management and they found out VONAGE NEVER HAD THE RIGHT TO GIVE US THE NUMBER THAT THEY GAVE US. IT NEVER BELONGED TO THEM TO PORT OUT!!!! We were told by Patrik Sheth in the Executive Response Team we would be reimbursed for our expenses. After jumping through hoops to get him what he wanted and the run around we got we agreed on a small amount. Well it has been right at 30 days since we agreed to a settlement and we are still waiting on our money!!! And what we agreed to is a small amount compared to the money we are out and how this has ruined our business!!BEWARE OF VONAGE. THERE ARE ALL KINDS OF SITES OUT THERE WITH STORES OF PEOPLE BEING RIPPED OFF BY VONAGE FOR ALOT SMALLER AMOUNTS THAN US. RIPOFF REPORT.COM HAS OVE 500 REPORTS; THERE IS A SITE WITH OVER 1200 COMPLAINTS. DO YOUR HOMEWORK BEFORE YOU AGREE TO ANYTHING WITH VONAGE!!
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VT1000 -- Happy in Sarasota, Florida
Posted by Anonymous on 2004-04-03 12:02:07
My Score: 
Well, time will always tell the truth....
As of my last writing, I had not yet discovered several issues that finally made me decide to cancel my service and go back with my Verizon second phone line. I still think VOIP is a great idea, and will consider it again but maybe in another year or so. My application is to use this as a dedicated business line to accept support calls from my customers and provide immediate reliable support with my Sarasota, FL based computer consulting business. I was looking for acceptable quality, 100% uptime reliable service with voice mail. The Vonage plan I chose was $25 per month, and I''m using Comcast cable modem in zip 34238 (Sarasota, FL).
PROBLEMS:
1) I was very shocked to see a charge of $9.95 for activation, since THIS IS NOT DISCLOSED ANYWHERE! Please beware when ordering your new service.
2) The 14-day trial period starts the day you order the service, but it takes about 7 days to received the voice terminate. By the time I recevied the installtion kit, the trial period is half over -- before I even had a chance to try it. Again, this is not clearly disclosed to new customers. So, be sure to try the service a lot during the first few days if you choose to take advantage of this trial period.
3) The VT1000 I was sent does not support VPN (PPTP) protocol and has very crude configuration firmware. I suspect this will improve, and I understand from broadbandreports.com that the newer Motorola model VT1005 has already fixed the VPN issue. NOTE: This is only an issue if the voice terminal is installed ahead of the router (directly to the cable modem), which is required to utilize the QoS bandwidth/quality control. If I install the VT into the router like another IP devide, the QoS cannot squelch bandwidth, and I get dropped calls and breaking up of calls.
4) The service simply stops, having no dial tone for hours at a time. This seems to happen regardless of using the Internet or not, and without warning. I understand the newer terminals have a firmware upgrade that may fix this.
5) You can have 1 free month access if you take advantage of the offer wich appears in many web sites. I did not (darn!) and when I asked for credit upon terminate of my service I was simply refused any compensation for my frustration as a user. I chalk this up to experience of "buyer beware" but also share the frustration with unyielding customer service and average technical support at best.
6) There are additional telco fees which again, THESE FEES ARE NOT DISCLOSED. They amount to about $3 per month, which is understandable in the telco industry. I only wish it was made clear these extra monthly charges would be posted to my statement.
BENEFITS:
These are stated in my original post above, and with the exception of recent experience, I stand by them today. The digital dashboard is convenient and well thought out. I still like the e-mail ability for voice messages which I did use during my evaluation.
FINAL RESULTS:
I really like the VOIP idea, and found the quality (cell phone quality) acceptable for my purpose. However, intermittend outages and dropped calls made me decide to not use this for my "Mission critital" customer support. However, I''ll certainly look at VoIP again in another year or so, after the technology is "broken in" some more. I would consider using Vonage again, but will tread carefully in light of my frustrating experiences with them. I''m hoping other companies will offer comparable services in 2005 that I may consider this option again.
For questions/comments of my experience (or computer consulting services in the Sarasota, Florida area :-) ), please e-mail me directly at: Scott James
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