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Review by bgraham 
member for 10.9 years, 2670 visits, last login: a few hours ago
updated 1.1 years ago
 Smithtown,Suffolk,NY
 $35 per month- (12 month contract)
 about 8 days "Speed is constant and close to the claimed speed." "None" "#1 in my book"
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I was a happy Voicewing customer till they shut it down.
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Review by keith_gray
member for 4.2 years, 12 visits, last login: 2.1 years ago
updated 2.2 years ago
- Maysville,Banks,GA
- $35 per month
- (12 month contract)
- "Buying it was easy..."
- "getting them to realize they have a provisioning problem..impossible!"
- "Run....Run far and fast."
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--Scope--
The scope of this article is document the experience with Verizon Voice Wing VOIP Service.
--Rationale--
The rationale for switching Voip carriers is rooted in the understanding that Vonage was, at the time, having serious financial trouble brought on by, in part, a lawsuit from Verizon that stated that Vonage had illegally used Verizon patented technology in the Vonage network architecture; coupled with my own personal opinion that Verizon was attempting to litigate Vonage out of competition. Prudence dictated that switching carriers to the carrier that was likely to win the suit seemed to follow simple logic. I did not want to get caught up in the confusion while switching from Vonage to Verizon.
So, I opened an account at Verizon (678-392-1234) while maintaining my account at Vonage ( ---Redacted---). Then, after a couple of weeks as confidence in the Verizon system had been achieved, I would transfer my phone number permanently to Verizon.
-- Installation --
The Installation of the Verizon ATA went fine. There seemed to be no problems. I had dial tone for one maybe two days. I am not exactly sure within the 48 hour period when the ATA stopped working.
-- Technical Resolution --
After speaking with several incredibly incompetent technicians, I finally spoke with Jordon. He knew what he was talking about. After several tries and procedures provided by Jordon for me to try at home, we still had no resolution. Jordon tried changing port values and re-entering the MAC manually (or at least verifying it). The problem seemed to be in the provisioning not necessarily in the hardware, nevertheless, a resolution was not forthcoming. After attempting the few homework assignments that Jordon offered, the problem still remained. I tried calling Jordon back but I could not get back to him, directly, without going through the interminable wait time or navigation through the call center. So I tried several other things related to my home network architecture.
1. Moved the Verizon ATA closest to the Modem.
2. Removed the Vonage ATA completely from the network.
3. Tried three different phones: Two cordless and one wireline.
4. Again verified that the MAC address on the ATA matched the MAC listed on the Verizon PAM.
5. Static IP address rather than DHCP.
6. Connected only the Verizon ATA directly to the Modem.
Failing these items, I unplugged the Verizon ATA and restored my network to its current configuration and began the money recovery effort. I figured that if I just stopped paying then Verizon would claim that they closed down my account for non-payment. So, during all of this configuration and troubleshooting effort, I dutifully continued to pay my bill.
--Correspondence--
--Keith gray 10:13, 15 September 2007 (EDT)
Called Verizon on 9-14-2007 and spoke to "Joe", the CSR. I relayed the recent events and requested a refund for the three months of no-service. "Joe" apologized for Verizon's inability to resolve the issue and said that he would speak to his manager and request a refund.
"Joe" specifically said:
1. A refund would be issued in the amount of $86.37 (3 x $28.79) within 5 - 7 Business days. I had requested a refund of $95.01. The difference being a shipping charge for the phone ATA, which, in good will, I was willing to waive.
2. A confirmation email would immediately follow our conversation.
3. Access to the online Personal Account Manager would remain in effect for an additional 60 days.
"Joe" specifically did:
1. A refund was not issued in the requested amount nor was a refund issued in the agreed amount. In fact, no refund was issued at all. In addition, while reviewing my credit card statement, I discovered that, while I was in conversation with "Joe" regarding the refund, Verizon had already again charged my credit card and, since the date of the charge was 9-4-2007 (The charge posted to my CC on 9-7-2007) , "Joe" must have known of the additional charge but willfully said nothing about it.
2. I did receive an email stating that September's charge of $28.79 had been successfully processed. However, I did not receive an email confirming that I had terminated my service and/or that a refund would be forthcoming in 5-7 business days.
3. After discovering that my credit card had again been charged, I went to the Personal Account Manager (PAM) to which I still, allegedly, had access and discovered that in fact, I do not have access.
In Summary, "Joe", and therefore Verizon, was long on talk and short on walk.
--Keith gray 17:27, 28 September 2007 (EDT)
Called Verizon on 9-27-2007 2:32 PM and spoke to "Asker", the CSR. Again, I relayed the recent events and requested a refund for the four months of no-service. "Asker" apologized for Verizon's inability to resolve the issue and said that he would speak to his manager and issue an escalation.
"Asker" specifically said:
1. He promised to issue the escalation notice for the refund of $115.16 (4 x $28.79)
2. He would ensure that my credit card would NOT be charged again.
At this point, I have no reason to believe that any statements made or Action Items to which agreed will be honored.
--Keith gray 10:15, 12 October 2007 (EDT)
As of today, there has been no resolution or correspondence other than what I have initiated.
"Asker" specifically did:
1. He may have kept his promise to issue an escalation but I have still not received my refund.
2. He said he would ensure that my Credit Card would no longer be charged. So far, this is the only thing that Verizon has successfully completed.
To date, I still retain my Vonage account and phone number having been unable to resolve the technical or monetary issues.
Since Verizon has refused to issue a refund for the agreed amount, whether through willful neglect or through incompetence, I am compelled to include the aforementioned shipping fee in the refund amount. However, I'll decide that later. (See below)
Paypal Mastercard Statement Excerpt Date ↓ Time ↓ Time Zone ↓ Name ↓ Type ↓ Status ↓ Currency ↓ Gross ↓ Net ↓ Transaction ID ↓ Reference Txn ID ↓
9/7/2007 18:49:57 PDT VERIZON*VOICE OVER IP 800-505-6495 VA Debit Card Purchase Completed USD -28.79 -28.79 ---Redacted--- ---Redacted---
8/7/2007 18:02:08 PDT VERIZON*VOICE OVER IP 800-505-6495 VA Debit Card Purchase Completed USD -28.79 -28.79 ---Redacted--- ---Redacted---
7/8/2007 17:26:56 PDT VERIZON*VOICE OVER IP 800-505-6495 VA Debit Card Purchase Completed USD -28.79 -28.79 ---Redacted--- ---Redacted---
6/5/2007 1:25:48 PDT VERIZON*VOICE OVER IP 800-505-6495 VA Debit Card Purchase Completed USD -37.43 -37.43 ---Redacted--- ---Redacted---
--Keith gray 15:02, 12 October 2007 (EDT)
Spoke to Shante (CSR), Joe(CSR billing), Phillip (Supervisor) and Ken (Supervisor). All of whom, said that because Verizon did not receive a return call to Jordon's repair efforts, they could not refund any of the four months of service, but that they would waive the early termination fee. Ken said "We can not refund money simply because you choose not to use it."
While, on the surface, I agree with that statement, his utterance does not change the fact that one cannot use a service if that service is not provided. I contracted with Verizon for VOIP service in exchange for payments. I kept my end of the contract, Verizon has not.
--Keith gray 10:36, 16 October 2007 (EST)
From: Keith Gray
Sent: Monday, October 15, 2007 5:43 PM
To: 'james.albert.smith@verizon.com'
Cc: 'bobbi.henson@verizon.com'; 'bob.elek@verizon.com'
Subject: Marketing view of Customer Satisfaction
Attachments: Verizon Customer No Service.pdf
Dear Mr. Smith, et al,
I am writing you today with hope that Verizon and I can come to terms with a customer service issue that is continually being stalled by the Customer Service group within the Voice Wing business unit. Please read the attached PDF. This PDF documents and chronicles my efforts to find a resolution. After months of attempts and wading through incessant obfuscation, I am beginning to believe that Verizon does not intend to honor its commitments. I truly hope that you will afford this issue due consideration. I encourage you investigate this matter within Voice Wing customer service group to verify its validity.
Please feel free to forward this email to the appropriate individual within Verizon who might best be in a position to resolve this. I may be contacted by using the information below.
Regards,
Keith A. Gray Sr.
-- redacted --
-- redacted --
-- redacted --
-- redacted --
No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.488 / Virus Database: 269.14.11/1071 - Release Date: 10/15/2007 6:48 AM
-- Verizon Code of Conduct--
ACCOUNTABILITY
We take responsibility for our actions as individuals, as team members, and as an organization. We work together, support one another and never let the customer — or our coworkers — down. Great companies are judged by what they do, not by what they say. To be the best, we're going to keep pushing ourselves in new and exciting directions. These values will guide our every action.
This quote is taken directly out of the Corporate Code Of Conduct available on the Verizon website. In Verizon's Code of Conduct, it enumerates Verizon's stated concepts of Peer/Customer satisfaction and support. After reading the VERIZON COMMITMENT AND VALUES page within this document, I honestly believe that Verizon's commitment to customer satisfaction is superficial at best, and at worst sloganeering.
The Verizon Slogan is "It's the Network". It had better be the network because it is certainly not customer satisfaction.
--Keith gray 10:21, 16 November 2007 (EST)
To date, Verizon Voice Wing has done nothing to make me whole. I have experienced lies, obfuscation and unabated apathy. It is apparent that Verizon Voice Wing has no intention of satisfying the needs of the customer. I will never use any other Verizon product. To anyone contemplating service through Verizon Voice Wing, consider this post- Fair Warning. By the way, I am considering an action with the FTC.
--Keith Gray 01:46, 12 November 2009 (EST)
To date, Verizon Voice Wing has made no attempt to refund my money (and the FTC is more like a traffic cop saying "Stop or I'll say stop again"). One little victory though ... Voice Wing died and Vonage still lives... and I am still a very satisfied Vonage customer. And I will NEVER knowingly use any Verizon products in the future. Not that they really care..
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 Review by rick25s
member for 9 years, 305 visits, last login: 203 days ago
updated 2.5 years ago
- Newport,Sullivan,NH
- $24 per month
- "Easy Setup, Fast Voip box shipping"
- "The entire system is fundamentally flawed"
- "Big thumbs down"
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I put in my order 3 weeks ago, the modem arrived 2 days later. It set up with no problems with the temporary number (before porting). After 1 week I called about my phone number porting status; the tech explained the the porting was never started. I "re"started the porting process, then attempted to make a phone call. A verizon recording came on and said "We have suspended your service because we could not verify your 911 address, click 1 to verify." I clicked 1 and the message said "verified, wait 3 minutes before attempting to call again". I waited about 2 hours. Same thing! I called tech support, who claimed to reset the status manually. I tried again a hour later. Still no-go! I tried logging into the control panel that, again, states suspended. I acknowledge my 911 address and get the following message: "If you are having problems or have questions about VoiceWing Broadband Phone Service, please contact: 1-800-270-5369. Hours of operation: Mon. - Fri. 8 a.m. - 11 p.m. ET, Sat. 10 a.m. - 7 p.m. ET" UGH! I call again (now 3 weeks past) and they tell me to wait 24 hours. And to top it off, they will not waive the charge for all this time I have been out of service. I am very frustrated!
If you chose Voicewing, you will probably have these same problems (I have been asking around, and I am not the only one). Just be aware, and please try not to get upset with the offshore-outsourced service techs. They are just trying to make a living, while getting no real support from Verizon.
Comments:
 | | Comcast Voice I moved to Comcast Voice. The service is abolutely excellent! | |
| | PX EliezerPremium
join:2008-08-09
HuttRiver US
kudos:11
1 edit | Re: Verizon VoiceWing is defunct! For folks who may not know, you really should mention that Verizon VoiceWing terminated operations on March 31, 2009. | |
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Review by BG74
member for 6.2 years, 128 visits, last login: 1 year ago
updated 3 years ago
- Delmar,Albany,NY
- $20 per month
- (12 month contract)
- about 5 days
- "call quality"
- "e911 service suspension"
- "crapshoot"
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It's now been almost 2 years of service with VoiceWing, and once again I went through an unnervingly frustrating experience of loss of service. When the service is working (98% of the time), it usually works well.
The MAJOR show stopper with VoiceWing that I've encountered seems to be their horrible implementation of a "nomadic" e911 system and the lack of follow-through by their tech support people. Please see »www.post-gazette.com/pg/06021/641829.stm - instead of protecting their customers from themselves, they cause outgoing service outages due to data glitches on their part that they admit that they can't control. And its unending frustration over several days/weeks trying to get VW customer service to restore service. After speaking with 3 techs and 2 supervisors, I got the first shred of information on what was going on - they use a separate e911 database that essentially has unchallenged power to suspend any given account's outgoing calling ability. And they admitted that their software is broken and unable to control the individual e911 database records (mine, that is). It seems a no-brainer to go into the database and fix the record to not suspend outgoing service, yet they claim they just can't do this and they're not sure why. And they admit that their records clearly indicate that I went through the exact same scenario 12 months ago - they are unable to prevent recurrence because they don't understand their own system! This time it took 13 days to fix with service problems that started out as no outgoing calls but progressed to all incoming calls being routed to voicemail. Although they promised to, VW tech support failed to update me at all on their progress toward fixing the problem. When the problems started, I was able to get someone on the phone to only hear that they're still working on the Master Trouble Ticket and there are several accounts having the same problem. For several days I wasn't even able to get anyone on the phone after waiting over an hour each time. None of my emails were even acknowledged - they obviously don't care about customers whose service is totally FUBAR'd. When I finally got through to tech support on day 12, he evidently was able to fix the problem and restore service - what were those eedjits doing for the previous 12 days (nothing?)?
I intended on switching to another VOIP provider, but their call quality was so inferior to Voicewing that I cancelled the new service and stayed with VW.
Pros:
1. Call quality is excellent
Cons:
1. VoiceWing's e911 system is out of control and suspends outgoing call service
2. Occasionally need to redial outgoing numbers to get a connection.
3. Call blocking feature does not work
4. Web interface is slow
5. Default setup not optimized for FIOS or other high bandwidth connections - calls clip off if both parties speak at once - need to get tech support to download a fix to the adapter
6. Hold times for customer service have lengthened dramatically recently and 45-60 minutes or longer is typical. Emails are usually (always?) ignored even though they jokingly claim 30 minute response to emails in the phone message while you're on hold.
7. No 7-digit dialing for local calls
Update: For whatever reason, I have been locked out of the online Personal Account Manager for the past 5 weeks. I've made 5+ calls to tech support and got many reassurances from supervisors that it would be fixed "today". VW has the worst support of any company on the planet. VW is serving humanity well by ceasing all service on 3/31/09.
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Review by schwickies
member for 3 years, 2 visits, last login: 2.9 years ago
lodged 3 years ago
- Evans,Weld,CO
- Contract price not specified.
- "Voicewing going out of Business March 31, 2009"
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Just received a letter from Verizon Voicewing Support stating that they are going out of business.
Letter Dated January 16, 2009
" We regret to inform you that effective March 31, 2009, Verizon will no longer offer VoiceWing. At that time, all VoiceWing service will be terminated.
Take Immediate Action Now:"
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Review by delafurie
member for 3.7 years, 4 visits, last login: 3.3 years ago
updated 3.3 years ago
- Columbia,Howard,MD
- Contract price not specified.
- "Cheaper than a land line"
- "Phone service undependable, poor quality when it is available, and customer service is abysmal"
- "Don't even think of using this service - don't waste your time or your money"
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I've had VoiceWing for 9 months now. The sound quality was never the best - loud echo and noise were common. Within the last 30 days I have had only sporadic phone service. I pick up the phone sometimes and find I have no dial tone or I try to make an outgoing call and it dials - there's a long silent pause - and then I get the off hook sound, or incoming calls go directly to VoiceWing voice mail without my phone ever ringing.
What this means is, if there is any kind of emergency and I go running to the phone to call anyone - not just 911 - even the neighbors, family or friends, I may or may not have a dial tone, or if I do have a dial tone, the call I make may or may not go through. Or if there's an emergency and someone needs to reach us, they may or may not get thru whether anyone is home or not.
So not only is this "inconvenient" it's also potentially hazardous.
I've been on the phone multiple time with their tech support. They have me do the same thing every time: reset the adapter - if that doesn't work - and it never does , they tell me to disconnect the adapter and power down the router, - wait 2 minutes - then power it back up and turn the adpater back on.
Again, this never works - if anything it makes the situation worse. If I had a dial tone - I won't have on when everything comes back up.
This problem is sporadic - I can go days, sometimes as long as 10 days with no interruptions of service. The problem will start and it seems to fix itself. I have no idea how long these outages last cause I
I've talked to numerous Verizon Tech Support people - they all go thru the same technique. They've even connected remotely to my PC to look at my router and adpater settings online. Everything on their end looks fine - the adapter is receiving updates with no problem.
After going thru the same crap over and over - spending at least an hour on the phone with each tech person - they finally agreed to send me a new adapter.
I got the new adapter, plugged it in - waited 30 mins, no dial tone.
I plugged the old one back in and got a dial tone within 10 mins.
I called Verizon to tell them the new adapter is not helping and I need this escalated to the next level. The techie wants me to go over the same troubleshooting again.
I can't right now because I'm at work and nowhere near my adapter. I'm getting emails showing that all my inbound calls are going directly to voicemail. I just tried to call home to check in with my elderly, ailing mother - and needless to say, I can't get thru.
After about 5 tries, of going thru the same thing with 5 different techs, he wants me to start all over again. Obviously nothing and I mean NOTHING that was done previously has solved the problem, but when I get home - i'm going to have spend another hour on the phone with the techie going over the same crap again and again. And if by any chance I have a dial tone when I get home - what do you think the chances are the techie is going to move this up to Level 2 to actually find the root cause of the problem and prevent it from happening again?
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Review by BmtBoy
member for 3.4 years, 0 visits, last login: 3.4 years ago
updated 3.4 years ago
- Keller,Tarrant,TX
- $25 per month
- (12 month contract)
- about 3 days
- "Like the features, easy to set up"
- "Echo problem is terrible - I call tech support to fix it only to have it come back a few weeks later. Terrible tech support"
- "I'm switching to another service"
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My issue with them has been the echo. People on the other end hear a horrible echo when talking. I have called tech support 5 times - each time it is fixed, but the echo returns within 3 weeks. How can a solution to a problem be known but not permanantly corrected? Forget using the online tech support - it is nothing more than an automated return email asking when and how to contact you - if you reply, it is not honored. So calling tech support - I can now tell them what my problem is and what they need to do to fix, but it is the same 30 min to 1 hour routine of waiting, going thru thier canned questions and routines - only to repeat the routine again in 3 weeks.
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Review by iwnt14me
member for 11.3 years, 1768 visits, last login: 1 days ago
updated 3.7 years ago
- Chesapeake,Chesapeake City,VA
- $19 per month
- about 60 days
- "N O N E"
- "THE CUSTOMER SERVICE"
- "AVOID AT ALL COST CON ARTIST"
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THESE PEOPLE LIED FROM THE GET GO ALL THE WAY TO END. THEY FAIL TO LISTEN AND TALK DOWN TO YOU AS A CUSTOMER. TOOK 60 DAYS FROM INITIAL ORDER TO ACTIVATION. CUSTOMER SERVICE REPS DO NOT LISTEN SPEND YOUR MONEY ON SOME ONE ELSE'S SERVICE.
******************************UPDATE 02/02/2007***********************************
The service issues still continue with the various features with this service. The message waiting indicator does not function at all. I have reported it numerous times. The call simultaneous ring feature does not work nor does the number blocking feature. These people are clueless and Verizon does not care since they are selling rebranded VOIP service and the people who call you or you call into have no idea what they are doing and talk down to you.
******************************update 12/31/2006**************************************
The problems with the voice wing services continue. The features do not work as advertised. The message waiting indicator still does not work. The simultaneous ring does not work. the customer service is the worst. They think that unplugging and rebooting fixes everything. They also feel like the do not need to issue any credits for their poor service. I have been calling in and trading e mails with these people since Sept. 6th 2006 and am no better off today. Im about to use a loop hole to get out of my contract with them. I just need them to answer me about what will happen to my number i want to port it to another provider namely ATT call vantage. I have helped numerous people end there contract with voicewing, but they didnt care about keeping their number where as I do want to keep my number i will keep you advised.
*****************************update 12/11/2006***************************************
Well the PAM problems still persist. The voice wing has not worked since Late Saturday early Sunday. The voice mail feature does not work as well. This has been a night mare Verizon is aware that their are service issues doesnt care apparently. The various optional features have not worked since the weekend before Thanksgiving. Their response is to send me an automated email stating that I can activate them using my phone but as no to surprise to me it doesnt work either. Now the voice mail doesnt work and I have no dial tone and am unable to receive calls for the past 2 days. I will advise more once I hear the latest lie from them.
***********************************update 12/01/2006*********************************
To Start: I ordered service in the first of 4 times in July. I actually got service in September, on 09/07/06 they ported my number over and that was just the beginning of the poor service. The minute my number ported I could no longer check my voice mails via the web. I reported this problem once a week until about the second week of October. I received a call from a rude gentleman who said I needed to cancel my Verizon one account. I had no idea what he was talking about I asked him to hold since I had answered him on call waiting. When I came back he had hung up. I notified them through the contact us feature asking some one call me back no one did until around the second week in November. They only did that because I used the contact us feature to report 400 troubles tickets in an hour then they could not call me fast enough. This time they had no idea what a Verizon one account was this time they said my problem was caused by the fact that my old land line service number had their Iobi feature. This was removed within 4 hours and I was again able to check my voice mail via the web. The service actually worked fine until the week of Thanksgiving when they did some kind of update to their service and it has been crap since then. I can not change any features via their web based PAM. They emailed me all of the over rides to manually use via the phone but guess what these don’t work either which does not surprise me. I have asked for 2 weeks credit for all of the problems with the web voice mail feature. I have also asked for credit from the time they did this last update the Sunday before Thanksgiving of course they have yet to reply back to me. So tomorrow while I am on lunch ill use the contact us feature to open a butt load of trouble tickets since that is the only way the will call back. If you call into their tech support I pray for you they are rude talk down to you tell you things to do then are unable to answer why they do what they are doing. They are master of the place on hold and hang-up as well as the talk over you till you want to scream. I have now used the contact us feature to find out if there are any penalties if I port my number and Voip service to another provider. This company is almost as bad as calling directv. I would have scored them negative in all category's if the site would have allowed it.
*************************************************************************************************************
updates 05/16/2008
Never fixed the message waiting indicator about to port service in the next 30 days
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Review by stancoa
member for 10 years, 1211 visits, last login: 1.2 years ago
lodged 3.7 years ago
- Philadelphia,Philadelphia,PA
- Contract price not specified.
- "Easy setup"
- "Tech support is terrible, they are script readers and don't listen"
- "Stay away"
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After calling tech support for a call forwarding problem, I lost dial tone on my both lines. In three days the problem was transfered to a higher tier of tech support. They still did not fix the problem and sent me three new adapters. After 20 days without service, I bailed and switched to Vonage.
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Review by DougM_TX
member for 6.5 years, 5 visits, last login: 3.8 years ago
lodged 3.9 years ago
- Garland,Dallas,TX
- $24 per month
- "Price"
- "Tech Support, Reliability"
- "5 days of it not working...looking for new provider"
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This has been terrible. No dial tone since Sunday morning and it is now late Thursday. I've used up all of my cell phone minutes which I've never even come close to before waiting on hold or resetting my phone adapter and FIOS router.
Had to fund Skype Out so I could keep trying to call.
Apparently now it is a bigger problem than just me.
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