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General discussion

VONAGE POOR CUSTOMER SERVICE

May 5, 2005 8:44PM PDT

They utilize INTIMADATION & LIES. I was able in the begining to have my TIVOs dial out. That took 2 weeks to achieve after many calls to VONAGE & TIVO. TIVO Inc., is not at fault. As VONAGE got busier, it got more difficult for the TIVOs to dial out okay. They quit working over VONAGE. VONAGE blames me & TIVO & the manufactuer of the TIVOs. I asked to cancel VONAGE on the last day of my current billing cycle to avoid further credit card charges. I got cut off and the line went DEAD as I was speaking. Since then, they offer to open a new account (voiding $60 rebate), & charged me a $39.95 cancelation fee. Why would anyone want to be yelled at, lied to, and charged for it is beyond me.

Discussion is locked

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VONAGE CUSTOMER SERVICE SUCKS
Jun 4, 2005 9:37AM PDT

I haven't had service for a month and have already been billed for my next statement.

Before a week of even having the router (Linksys) the phone light indicator went out and I lost phone service but my internet access was not disturbed. After hours of phone conversations with incoherant techs in india and several transfers to US level 2 help desk I finally was able to get someone to resend another router for swap.

After the swap and the router worked for about two weeks and the issue of disappearing phone light has happened again.

This time getting customer service was even worse with more hours of incoherance and several transfers and ignorant accusations, I finally got my request for another router to be mailed out. I plan on discontinuing service if this router has the same issue.

I agree that they (try to) use intimidation and they try to make you feel like an idiot instead of just providing appropriate support.

This company has the makings of a class action law suit.

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I'm cancelling!
Jul 30, 2005 3:37PM PDT

I've been a customer for approximately two weeks and there's no doubt about it, I'M CANCELLING MY SERVICE!

I put a request in to transfer my landline's phone number to Vonage two weeks ago and today I get an e-mail indicating they never received such a request. So in short, I'm getting stuck with two phone services and two phone lines.

While setting up the service, I was routed to India for technical support. India. A country where their primary language isn't even English. What a great idea.....as a growing company let's put all our eggs in the Indian basket. I'm sure the language barrier won't piss off our customers, not to mention the 3 second delay (since it's in India!) and the rude people in India who are servicing our clientelle.

I'm sorry but Vonage has GOT TO GO! At this point I don't even care if they refund me for the router. I'm cancelling my service first thing tomorrow morning and I'm calling my credit card company to make sure they do not authorize any payments.