Vonage Support Testimonials from Emails to Us:
Date: 3/25/2006
Name: Edward Daniels
city: Charlotte, NC 28211
Comment:
I have the
same problem with Vonage and Bell South. Both are pointing fingers. It has been
over two months. I appreciate your webpage. I was able to file form 475 for
what that is worth. Vonage is great once it works but if you have a problem...
Yeowza... Did you ever get yours to work?
This was from an "Athena" on 3/31/2006 through a host in Baltimore, MD:
Comment:
Vonage may have lost me a major business contract. I cancelled the service the
same day I got it, having discovered that the voice quality was deplorable.
Nevertheless, a week later they sent a purchase order to my regular phone company,
at which point my phone service was cut off, and all my voice mail lost!! Vonage
customer support was 100% useless in resolving the problem, and the original
company would have charged me to connect a brand new line, so I ended up going
to a third provider. My whole experience with Vonage was a nightmare from start
to finish, costing me a total of over 9 very frustrating hours of my life, and
a potentially verty lucrative contract. Although I cancelled with vonage the
same day, and returned their device to them immediately, they still have not
reimbursed me, as per their so-called guarantee.
This was from gina majors in columbia, tn on 4/11/2006
Comment:
i got vonage got my equipment free first month blah blah blah and the day (mind
you the very same day) that i made my first payment my router conviently stopped
working. i am getting the run around from tech support and they want me to send
them 100.oo for another router and when i send mine back and they verify that
it isnt damaged through my fault they will reimburse me. bullsh*t! why should
i have to pay when it isnt my fault it stopped working and they sent us one
of the oldest linksys routers they could find i guess because linksys has many
many newer routers
From Andrea, in Woodward, OK 73801 on 4/19/20006
comments:
I had a problem with vonage.
1st. poor audio quality, I made several call to cs about the prob and they
told me to get a new phone, move my phone away from router, change cable
etc. Finally after 9 months I cancelled my service with vonage. They disconnected
my phone that day instead of waiting till my month was up ( had 3 weeks
left) and charged me a cancellation fee of 39.00. I knew there was a can.
fee,
however, I did not cancell for [sic] no reason. I cancelled because the
service was terrible. couldn't hear, dropped calls.
From Wade Bank in Fort Worth, TX on 4/20/2006
Comments:
We wanted to subscribe to Vonage voice and internet services but
we found out from Charter Communication that the amount they quote us would
changed after a few months. We decided to stop the services before we received
their equipments. Despite not receiving the equipment or services we were
charge close to hundred dollars. Attempts to have the charges rescinded is
being frustrated
as their customer services is lousy. I am in process of seeking an attorney,
notifying FCC and Better Business Bureau to have my money bank.
This is company I will never deal with even if they are offering free services.
Richard Bovitz in Romulus MI on 4/27/2006
comments:
I too run a business and was shafted by Vonage. Here
is my log I
kept of the horror.
Sarah V in Beaverton, OR 5/1/2006
Comments:
I'm fighting with Vonage too and not a lot of luck by contacting
them. I love the idea of pursuing the FCC to deal with them, run em out of
business. I have filed a complaint with the Better Business Bureau. go to
bbb.org and do the same. the bbb site implies that most of the issues calling
for resolution
have been delt with. I'm hoping anyway...
From Kris Rader, Honey Brook, PA on 5/9/2006
Comments:
Thank you sooooo much for doing what you are doing about Vonage. I have boiled my problem with them down to it being their fault, not my current phone company (even though they have also given me the run-around about this). I have been a Vonage customer since February 20, 2006 and still my number has not been ported. Vonage keeps telling me that they have repeatedly tried to contact their third-party phone company, Paetec, who handles their requests for number ports in my area and that they aren't getting any response. In the meantime, I called Paetec directly 4 times now to check on the status of Vonage contacting them. They have never received any request from Vonage EVER to work on porting my number from my current phone company. Even though Vonage is telling me they haven't received anything back from Paetec in one breath, the other breath is telling me that back in March they DID contact my current phone company, D&E communications, and they said that D&E sent back to them a statement th ged for the service". I even heard yesterday from someone from their exec. dept. (after calling Vonage in N.J.) and he had the audacity to tell me I have responded to these so-called emails. They have the correct email address. With all this said, I want to just say to hell with it and I will pay the disconnect fee and be done with it (that process I am hearing is no piece of cake either), but I can't let a company do this to me or to someone else. So I am plugging away. I have emailed my congressman, Jim Gerlach and will email him until I get a response. I will report Vonage to the FCC(which may not help, seeing as how it worked for you), I too have seen how it seems they are in the pocket of the BBB, and I have contacted Fox News in Philadelphia and will continue to do so until I get a response. I would love to be a part of a class-action lawsuit, but don't have the money to sue. This company needs to be brought down for their criminal behavior. So please let me know if their is a suit pending or so.
From Katie, Oxford MI on 4/17/2006
Comments:
I joined Vonage on 2/20/06 and the LOA was sent to my current carrier
Talk America on 2/24/06. Vonage states that they have sent my request over
many times yet Talk America states they have never received this request.
I'm paying two bills and not happy about it at all! I've been asking Vonage
for
proof that the LOA was sent to T.A. but Vonage will not send me any proof
like an email, copy of LOA (was done electronically and not kept as a personal
record),
fax confirmation, etc. They keep saying that their word is proof enough.
That is a total joke! How can they prove that Talk America is purposely not
transfering
the number when I have nothing from Vonage to prove that the request was
sent!!! I am SO FRUSTRATED!
From Wally Fann in Fort Worth, 4/21/2006
comments:
We wanted to subscribe
to Vonage voice and internet services but we found out from Charter Communication
that the amount they quote us would changed after a few months. We decided
to stop the services before we received their equipments. Despite not receiving
the equipment or services we were charge close to hundred dollars. Attempts
to have the charges rescinded is being frustrated as their customer services
is lousy. I am in process of seeking an attorney, notifying FCC and Better
Business Bureau to have my money bank.
This is company I will never deal with even if they are offering free services.
From Matias Lanzi on Tuesday, April 25, 2006 in Sherman Oaks CA
comments:
I've been dealing with Vonage for 2 month to accomplish a number transfer, nobody seems to know what is going on, nobody has information. I will comence legal action against vonage seeking a refund for all expenses, would you be willing to cooperate in the matter? It sounds like a class action to me.
From Kathy in St. Paul, MN on 6/9/2006
comments:
There's an article
in yesterday's Wall St. Journal (6/8/06 - "Who's
Watching Internet-Phone Services?") addressing the issue of lack of regulatory
oversight and increasing levels of customer frustration with internet phone
providers. ...So this is
at least on the WSJ's radar, even if apparently on no other mainstream media's.
Nice job of documenting your issues with Vonage on this website, by the way.
I share
your pain. Good luck
Our comment on this one: After a bad IPO that fell 30% Vonage reportedly has tried to behave a bit (see a Wall Street Journal Article (6/8, page D1). Here is one comment shortly after that. Unfortunatenly, it didn't last long. See the next testimonial.
From Sarah V, Beaverton (again)
comments: I wanted to let you know that about 6 weeks after my letter to the BBB I got a response from Vonage saying that they will credit me everything I've asked. Of course, my dispute might be easier to swallow than yours - my was just a day over the money back guarantee period... but I'm sure it's worth filing a complaint.
From Suz H. in rushviulle ohio 43150
Comments:
My problem with vonage is i feel they have over charged me my first
month. and now i am trying to end service with them and they are threatening
to charge me $103 in fees and rising.they have my credit card number and
i do not know what to do. thank you for your time. suz
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From Mark, Akron, Ohio 8/12/2006
Comments:
Vonage is quite possibly the worst company I have delt with in many years. I asked to port a fax line number. They would not port it for months, then ported it a a voice line, charging voice line rates. It took them 5 months to get it right. I thought about canceling, but they charge $39.95 for canceling a service then never provided.
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George Kull, Deptford, NJ 08096, 8/15/2006
Comments:
After reading your "Vonage & FCC Have Problems? - You be the Judge!" web page, I felt like I was reading my own story. Fortunately for me, I was able to get my phone service restored (to Vonage, nevertheless) withing 8 days. Still, I lost thousands of dollars as customers who called my number heard that the line had been disconnected. Many existing customers thought we closed our doors and took off with their money. The ONLY reason why I was able to reestablish service to my phone number was because I contacted Vonage's transfer company DIRECTLY. As you probably know, Vonage, as a data company must use a 3rd party telecom company to take phone numbers from companies like Verizon and Qwest. As in your situation, Vonage's transfer company, Paetec Communications, requested that Verizon disconnect our line on a specific date, but they failed to actually transfer the number when it became available. I spent over 15 hours on the phone with Vonage and Verizon - both telling me the other company had control
From N. Rich, December 1, 2006 in Camrbridge, City, Indiana
Comments:
Vonage lied to us right from the start, We are the county Ambulance service providing 911 service for the SW part of the county, in order to save the tax payers funds we called to try to see if the service woud work for our needs. They advised that there "box" will work with our phone system. and as a added value a 30 day 100% money back offer if it did not work. we recieved the equipment from Vonage...IT DID NOT WORK!!!! so we canceled right away, they said ok, then 45 days later they charged us for service??? And they refused to refund the taxpayers dollars, stateing that the problem was our system not theres. Then after 4 hours 7 people (Greg, advanced customer care specilist, Gicelle, Customer Service, Loren at the Corp number, Sneha in the Cancelation dept, Freddy, Floor Supervisor, and the list just keeps going) we still could not get a refund, if they will lie to the 911 providers who save peoples live, they will lies to anyone. We have attempted to contact the CEO with no results.
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From: G. Jordan
January 23, 2007
Greenbelt, Maryland 20770
comments: I looked for a site just as this because I have been taken advantage of by Vonage and have no recourse because no supervisor at there office is capable of correcting problems due to unfair billing and dysfunctional service. I am out of 165.35, a small sum compared to many I am sure but, to see your money given for something that you have not and shall not receive is very disappointing to the point of anger beyond measure.If you live in an apartment building and have a line in your bedroom Vonage does not inform you that you will have to pay a fee in order to change the wiring for the rear room to work on Voip. I did not know that only your front room line or the line at your immediate computer location can be connected to the Vonage device. The occupant of an apartment building has to pay the phone service provider to rearrange the wiring so that the line in another room can work....it does not matter if the line is the same number, you would still have to go to the phone box and change the wire c I am now joining the list of those who have lost time and money to the Vonage debacle.
From: J Hicks, Charlotte NC
Date: February 4, 2007
comments: I have also filed an FCC complaint against Vonage for failing to cancel my account after numerous attempts in electronic and hard copy written orders. They continue to bill me and hide behind a requirement to call customer service. This seems unlawful and discriminates against handicapped persons and those temporarily unable to speak clearly due to a common illness (such as my case).
From: S. Hall, Atlanta, GA
Date: Februrary 6, 2007
comments: Hi
I got Vonage and was not happy with the voice quality. I cancelled after 28
days. Vonage charged my credit card $29.99 connection fees. Vonage is refusing
to refund the connection fee in accordance with their highly advertised one
month free trial and money back guarantee. Vonage claims they cant issue
a credit to a closed account. I put the amount in dispute with my credit
card company and will make sure all my family and friends know that Vonage
is just a bad idea.
Thanks
sam
From: Anthony L. Bridewater, NJ
Date: February 6, 2007
comments: For 1.56 years I worked for vonage in the ERT. Cantact me if any inside info is needed. They really do suck.
From Luke, Zip 90004
Date: 2/8/2007
comments: Guys,
Happy to be a part of a class action against Vonage, assuming youguys can gather
enough names. They have been deceptive with me over and over. They chaged my
card around $400 after my having repeatedly cancelled the account. Thanks.
-Luke
From ASSRAPED, Staten Island, NY
Date: February 15, 2007
comments: I CANCELED MY CARNAGE SERVICE IN OCT AND VONAGE IS STILL DRAINING MONEY FROM MY ACCOUNT. WHEN I SPOKE TO MY BANK THEY TOLD ME THAT SOME COMPANIES WILL JUST PUT IN FOR A DIFFENERT AMOUNTS THUS FOOLING THE BANK. THIS IS THE FIRST I LEARNED OF THESE TACTICS BEAING ABLE TO FOOL A BANKS STOP. ITS RIDICULOUS! MY ONLY OTHER OPTION IS TO CLOSE AND REOPEN A NEW ACCOUNT. I HAVE HAD THIS ACCOUNT FOR SO MANY YEARS AND HAVE SO MANY CONTACTS I WOULD HAVE TO MAKE TO UPDATE.........DOWN WITH VONAGE!!!!!!!!!!!!
From: Dennis, Parker, CO
Date: February 20, 2007
comments: Hello Carl!
I have been going through the same nightmare that you did with Vonage! I have
now been without my phone number for 3 weeks thanks to Vonage dropping the
ball! If you call my number right now - 720-XXX-XXXX, it says it is disconnected.
This is a total nightmare! Any suggestions on what I should do next?
Thank you!