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"horrible customer support"
0.5 starson by agnusdeus1Pros: OK voice quality
Cons: customer support
Summary: I strongly discourage you from getting this service b/c of non-existent customer support. I got the service back in November.
First it took almost 2 months to transfer the number, b/c Vonage did not provide all the information to Verizon Wireless. It was not until I called to follow up, that this got resolved. My phone number was transfered in one week.
Then my router burned. So I called up the customer support. After waiting for close to an hour (!!!), the customer support person was very kind and promissed to send me a new router. One month passed and I still have not received it. I sent already three mails to customer support -- no response. After waiting on the phone for 45 minutes (calling from overseas) I gave up.
Vonage may be an inexpensive solution for internation calls, but the customer support is really non-existent. If you have any problem, you are on your own! The end result is that I paid for the router, 5 months of service for nothing!!! Now I just need to figure out what to do next, whether to transfer my service to competitor (if only the phone number transfer was not such a headache.) Needless to say, I am not very happy with Vonage and I hope this does not happen to any of you.
- 1 reply to this review
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I recieved an e-mail Vonage stating that my usage history was indicative of a "small buisness". The e-mail stated that I was using over 5,000 minutes per month and that was inconsistent usage for residential service (meaning as a residential customer you cannot go over 5,000 minutes per month).
The e-mail stated that if I did not contact them within 72-hours regarding this matter that my service would be either suspended or automatically up-graded to a "small buisness account", which would in turn raise my rates from $34 to $49.99 per month. I contacted them back via e-mail and also spoke with them over the phone to no avail.
I felt forced to up-grade, as I could not afford the interruption in my service.
This is false advertisement as Vonage clearly states in every commercial as well as on their website that you get UNLIMITED CALLING but fail to mention that you DO NOT GET UNLIMITED USAGE.
