http://www.eff.org/news/archives/2005_08.php#003876

Interesting article, on topic. How long do you think before a step by step instructions manual is posted about cracking the backdoor on your neighbor's VoIP phone?

 

Got my Vonage installed this weekend. I went and bought the adapter from Sams Club. It came with a $40 credit. I got the $15.00 mnth package. So far it works great. I got it wired through the existing outlets.

 

I knew a good thing wouldn't last. My phone connection has gone screwy. I can call out and people can call me, but it is very difficult for someone to hear me. I can usually hear the other person reasonably well, but it even drops out on my end at times. My connection is 3 Mbps download and 256K up, so I know that's not the problem.

I called tech support and after waitig about 10 minutes got a live person. He wasn't any help. We could barely hear each other the whole time. After doing some troubleshooting (which I had already done), he said he would switch me from Line 1 to Line 2 on the router. He finally did that. I have called my parents twice and they have said they can barely hear me. I don't know what the problem could be other than the router. Vonage has worked flawless since I got it in July. Looks like I may have to cancel my service if I can't get any more help from them. I guess they will try to penalize me for cancelling before a year is up.

 

Demand a new router Nic.
Vonage is working great for me, as good as Ma Bell was.

For a while I had major trouble, and that is in another thread.
Not my router, but my modem was no longer compatible with Comcast, and I got dropped calls all the time, and surfing was bad.

Replaced the modem with a Motorla Surboard 5100 I think it is, and that cured it.

Also did you try a different phone on the line they have you set up for?

 

Yes, I switched phones. I initially had a cordless phone hooked up. I switched to a corded phone with the same results. I've done everything that the Vonage site recommends. I even used another phone line-a shorter one, with no change. I have not switched the RJ45(?) lines, but my dowload/upload speeds are good, so I don't think that would help.

As I said earlier, the tech person switched me over to Line 2, and now I think it may be worse. I called my cell phone and left a message. I couldn't even understand myself when I checked the message on my cell phone. I just have a feeling it is the router.

It's going to be like pulling teeth to get them to send me another one though.

Hah, I can hear the Vonage commercial playing on the TV in the other room now.

 

Do you use a Linksys router? If so "reboot" the router.. I have to do this once - twice a year.

 

Yep, did that too. 3 times actually.

 

I think your router is toast....

 

I have to agree. I experienced a similar problem at work a few months back. My connection to our server became so bad, I couldn't do anything. It turned out it was my connection to the router. I was able to switch router connections, and all was fine. I really don't know what else it would be in this case.

This is typical though. These places must train their tech support people to deny fault no matter what. Every time I have had service problems with Charter cable, the tech support person has been steadfast that it is my machine or something other than them. I had 3 separate incidents with them, and it all turned out to be Charter's fault. After finally going their office one day and "losing it", they now are very good about responding when I encounter a problem. They must have me flagged on their database. Unfortunately, I can't do that with Vonage. I'll just have to threaten to terminate service and maybe get names when I call.

 

one thing to consider:

remember what happened during hurricane katrina. cells went dead. power will go out.

telcos send power throught their lines (remember that scene in DAY AFTER TOMORROW?)

my parents asked about this for them. vonage.

in the end, they can afford both.

i just plan for the WORST CASE scenarios...

 

I'd rather die than pay another $100 phone bill

Arizona and Vonage mix very well...asside being invaded by Mexicans, we dont really have a disaster to worry about.

 

I called Vonage again today. Finally got someone on the line and explained to him that I have already called two days ago and done all the troubleshooting myself and also while talking to the first Vonage person. I was told by this guy that there were many other things that I have not tried out yet. I don't know how he knew that, because at that point I had not told him what I tried. But, every time he suggested something, I had already done it. He finally said I was experiencing "Packet Loss" and again I told him I have checked my upload/download, pings, and everything else. Then he said because I was on cable, that there were (not exactly how he said it) too many people hogging up the bandwidth and Charter would have to upgrade their equipment. I asked him didn't that sound strange since I am downloading at 3Mbps and uploading at 256Kbps. He said that really doesn't mean anything.

I finally said that I really think it is the router. He said that I couldn't possibly be sure of that. I said, "Well, I am as sure about the router as you are sure that its not." He finally said that I could buy another one and I could call them back. Finally thinking I was getting somewhere, I asked him how that would be deducted from my account. He said it wouldn't, I would be calling back to set up the new router if it was a different one (New MAC ID). I just laughed.

To get me off the line, he said he would do something on his end to fix the problem. I should have asked him what he was going to do, and did he have a magical wand, enchanted staff, or some other implement to perform this task.

I just checked the phone when I got home and I can't even call out without hearing static, beeps, and such-almost like listening to a modem dialing. I am pretty sure now it is the router dying. I'm not buying another one though. I'm calling them in the morning and cancelling my account. Enough is enough.

 

Sorry to hear of your troubles with them Nic.
They are being asses.

If they did that to me, I would drop them in a hear beat, and then go with Comcast as they now have the service too, and it is slightly better, but also around $39 a month.

Tell them they lost your bizz, and also I would ask to talk to a supervisor and tell them you have not got anywhere with their script reading monkeys.

 

I hope the free Google Wi-Fi coverage expands soon, I'll be all over that.

 

I definitely plan to let them know they lost my business permanently. I also plan to tell them that the reason why I tried the service in the first place was due to positive talk about Vonage on a forum I use. I plan to say that I have already posted my experience on the same forum and plan to do so on the many others I go to.

They may offer me a router. I don't know what I will do if they say they will send me one. I'll probably tell them OK, plus I want a month of free service. But, from their attitudes so far, that's wishful thinking.

 

I've called them twice again to cancel my account. Getting nothing but the run around. The person I talked to gave me a ticket number for my cancellation. Apparently, their "accounting section" has to call me back to cancel my service. He said they would call me promptly and started to hang up. I asked him if they planned to call me on my Vonage number. He said, "Oh, yeah, its not working, right?" So, I gave him my cell number.

Two days later and no call. I call back yesterday and got another person. After I give him my account number, (they always ask for that), he asked did I know that I had an order to cancel my service. I was pretty pissed at that time and basically told him what I thought of their customer service. He apologized and said that several people in their accounting section have quit and they are really behind. I told him that this was my last call to Vonage and I was calling my credit card company to block any charges to my credit card.

I called my credit card company and explained the situation to a lady there. She said that they cannot "block" charges to my account, but can dispute them. She wanted to know if I wanted to talk to someone in that department. I told her I would wait and see what happens. It looks like I may have to now.

These people are scammers. I did a little searching and found that it took some people months to cancel their account. I pity anyone else that tries to cancel their service. I think they charge a $40.00 disconnect fee too. If you have Vonage, and need to cancel, I suggest telling them you are moving and want to suspend your service, and that you are as pleased as can be with their service, because my approach is definitely not working. I may have to try that myself, but I don't know how much information they have noted about my cancellation request.

 

Nic, one more thing you can do, but it is a hassle.
Call your bank card company and report it stolen.

They will have no choice but to issue you a new one with a new #.
Vonage can then no longer pull $$$ from your card.

You will have to contact other outfits that may be on auto deduct that you have signed up for.

Been there done that.
My CC got lost in the mail last year, had to get a new one issued and go on the 'Net to about 5 places that keep my CC # and update it so service would continue.

 

Corey, that's a good tip. I had halfway thought of that, but I had the idea to cancel my card instead of reporting that it was lost or stolen. The problem with my plan is I would have to apply for another one, and I want to keep my card.

The only thing I would have to change anywhere would be my PayPal account. Wouldn't be much of a hassle. What I do hate, is that I know my account number by heart. I've had the account since I was in college-going on 14 years now. At this point, it may be the only way out. They will not call me back. I have a number directly to their accounting dept. now. I plan on calling them again tomorrow and just feeling them out first to see if the person I talk to knows much about my previous calls. If all he knows is that I have called previously to cancel, I may try to claim I am moving and need my account terminated until I can settle elsewhere. I plan to tell them I am quite happy with Vonage.

One way or the other, I will have things settled before the next billing cylce.

 

Update:
My only issue with Vonage is fixed!
My voicemail indicator light has been constantly blimking since Thanksgiving. After talking with tech support I realized I goofed. I recieve my messages via the email attachment. I finally started getting my voicemail throught the phone and that cured it.

 

I have mine set up both ways.
Via email and by phone.

When doing it via email, you must visit the website and go into your account and delete the message in there after you have heard it either by the attachment or on their site.