• Report: #195050

Complaint Review: Vonage

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  • Submitted: Tue, June 06, 2006
  • Updated: Mon, May 09, 2011

  • Reported By:Westerville Ohio
Vonage
23 Main St Holmdel, New Jersey U.S.A.

Vonage vonage customer service is horrible Holmdel New Jersey

*Consumer Comment: Here's a tip.

*General Comment: Vonage will work on all phones in the home.

*General Comment: equipment to make vonage work in other rooms is availabel in many places

*Consumer Suggestion: Self Installation confustion

*Consumer Suggestion: Vonage and multiple phones

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I joined Vonage phone service In February 2006,
Like most consumers when I got the phone sevice I assumed it would work on all my phones in my home. NOT it works only thru the computer, so the only working phone you in your home is one the connected to the computer.
Yes your other phones WILL work IF YOU purchase additional equipment to make them work, this equipment IS NOT provided.

Well when I decided I need phones to work in my upstairs bedroom I swtitched my phone service to my local cable and internet provider, they provided and huge DISCOUNT.
Here;s where the problem started!!!! they charge a 33.99 disconnection fee! This fee is in listed in the terms of service however the terms of service is like 10 pages long so who reads every worD! ANy way I called to dis continue my service with them, they insisted on charging me the fee EVEN after I explianed to them that I needed all phones to work in my home not just ONE! You see My son is beging deployed to Iraq in 3 weeks and calls from him are ususally around 3 or 4AM my time!
I had to hold for 45 minutes to speak with a rep from Vonage only to be told I was going to be charges another 33.99.

DO NOT GET THIS SERVICE IT WAS OUT ALOT AND THE SOUND QUALITY WAS NOT THAT GREAT!

Terry
Westerville, Ohio
U.S.A.

This report was posted on Ripoff Report on 06/06/2006 12:07 PM and is a permanent record located here: http://www.ripoffreport.com/r/Vonage/Holmdel-New-Jersey-07733/Vonage-vonage-customer-service-is-horrible-Holmdel-New-Jersey-195050. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 5Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Here's a tip.

AUTHOR: sillyrob - (USA)

Research and read. They didn't rip you off in this case, you just decided to not look into things or read your contract. It stated there was a cancellation fee, they cannot be held accountable for your inability to read something.
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#2 General Comment

Vonage will work on all phones in the home.

AUTHOR: radmin - (USA)

As mentioned in previous replies, there are many ways to get multiple phones working with Vonage or any other VoIP service: cordless phones with multiple hand sets, disconnecting the demarc (plenty of tutorials on youtube, just google it), wireless jacks that connect to electrical outlets and probably the most important one is that Vonage offers a professional installer in most areas....Free of charge!!! If the professional install is not available in your area Vonage will offer upto $75.00 credit on your account towards the purchase of a cordless phone system or towards having someone else disconnect the demarc, all you need to do is call them when the phones are purchase or the work is completed and they will provide you with a fax number to send a copy of the receipt. Once the receipt is received, you will see the credit issued on your bill in your online account. All you have to do is ask and Vonage will work with you on resolving any issues.

I know this because I am a Vonage customer and I had similar problems. Their tech support in Holmdel NJ is excellent, but like with any company it really depends on who you speak with.
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#3 General Comment

equipment to make vonage work in other rooms is availabel in many places

AUTHOR: tim - (United States of America)

If you want the vonage equipment to work in multiple rooms,  simply buy a cordless phone set with multiple handsets,  you can get these at many stores such as Walmart,Home depot, etc. You can even buy cordless phones made specifically for Voip type service that act as computer routers directly.  The equipment from vonage doesn't connect to the computer,but to to your high speed modem through a router, It doesn't care if the computer is on or off, just leave your modem on all the time, the amount of electricity it uses is so small it will have no effect on your bill. If you are worried about it going of in a power outage, you can buy a small backup power supply to plug your router and modem into, you can get them at any computer store, and the small amount of current of these two items will allow the backup to operate them for hours.  The small backup power supply will also power the cordless phone base. as soon as the power fails it automatically comes on.
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#4 Consumer Suggestion

Self Installation confustion

AUTHOR: Tehshonuff - (U.S.A.)

It is likely you would've encountered the same problem if you did a self installation of any VOIP phone service, if you had dial tone anywhere in your home they were providing the service. Telephone wiring is some of the simplest wiring possible, and all you need to do is plug the wire from the vonage box into a phone outlet and the dial tone will spread along the house. Often you also need to disconnect the only land line thats connected in the NID ( telephone wiring box outside your home, sometimes in basement or utility closet if apt ) because it will cause interference as its inactive and telephone company does not maintain inactive lines.

Also, if you want to change where phone lines go in your home it is all controlled in this box, simple screw driver can fix it all. 2nd, you cannot expect telecom service companies to be responsible for the wiring within your home based on a normal service agreement, unless you want to pay for the woes and troubles of all different homes how can you ask the price to be bundled.

Ive worked installing VOIP service and other telecom, often sales reps miscommunicate things but as a consumer its your job to be critical of claims and realize the true nature of a companies offering. There is nothing wrong with Vonages' service however their model is heavily contingent on your ability to perform a self installation, if your not good with electronics ask someone who is, its fairly common knowledge and since you have time to complain in the internet just look it up, its really that simple, no equipment needed, maybe an old phone or a 9v battery can speed up the process but its not needed.
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#5 Consumer Suggestion

Vonage and multiple phones

AUTHOR: Gomathy - (U.S.A.)

This is to respond to Terry from Westerville Ohio. I have lot of problems with Vonage. But in this note, I want to offer a little known solution to VOIP customers. After replacing landline with internet phone, we suddenly realize we can only use one phone. But it does not have to be that way. You can use all your phone jacks in your house without having to swith to land line service. All you do is, go outside your house, open the telephone line box on the exterior wall,unplug the phone wire from the jack that connects to your your house, close the box. Now connect your Vonage router to any of your phone jack on any wall with a phone cord. You are off to use any phone just like you would normally use with AT&T, SBC or any regular service.

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