 ExxeterPremium
join:2013-03-25
Los Angeles, CA
 ·Time Warner Cable
| I am trying to cancel my service, but am getting the run aro Yesterday, my phone number was ported from Vonage to another provider. That transfer was at my request.
Today, I called Vonage customer service to cancel my service. After asking numerous questions as to why I was leaving, which frankly, were none of her business, she told me Vonage records showed my phone number was still active, despite its already working on my new provider's network, and that if I cancelled now, it might leave my phone number , "in limbo". She claimed Vonage had not yet received confirmation from the new carrier.
Reluctantly I agreed to wait several days to see if this matter rectified itself, but I am furious at the email I received which purports to reflect what transpired.
quote:
We're delighted that you've chosen to stay with Vonage.
We're writing to confirm the terms you discussed with our Account Management representative on 04/05/2013 to continue your service on the following plan:
Residential Premium Unlimited Plan
This plan is associated with the phone number(s) listed above.
As discussed, you'll continue to be charged a monthly fee of $24.99 on the following plan:
Residential Premium Unlimited Plan
Your next billing date is 04/26/2013.
I regard this as reprehensible. That does not accurately reflect the nature of the conversation, which was that the number had already been successfully ported to the new provider, but that I would wait several days before insisting that the account be cancelled, to avoid the alleged threat to my phone number.
I used Vonage for five years. I do not appreciate this harrassment when I am attempting to leave. |
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ExxeterPremium
join:2013-03-25
Los Angeles, CA Reviews:
·Time Warner Cable
| In fairness to Vonage, I just received an email from them confirming the transfer of the phone number and cancellation of the account.
Sorry for the noise, but the way their representative handled my call and her follow-up email, just got me very grumpy. |
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| reply to Exxeter
Sometimes takes a few days to work it's way through the system. Glad it all worked out. |
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Reviews:
·Time Warner Cable
| reply to Exxeter
I just went through this yesterday with Vonage. I had issues with bad audio, no audio, and static with vonage so I switched to TW phone.
My install was yesterday, April 4, and the number was ported and the phone number worked prior to calling Vonage to cancel last evening. I was on the phone with a rep from Vonage for over a half hour trying to cancel. I was told that they have no record of the number being ported, and I should keep Vonage for a month just to make sure TW phone works. I was offered a $39.99 credit for this month and no bill until October 31, 2013 as well. What good is free service if the service doesn't work?, she had no answer for that one.
Finally, after five levels of offers, she cancelled my account, and I received the confirmation email that I will frame and hang on my wall as a memento of victory!!
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Live and learn........ |
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ExxeterPremium
join:2013-03-25
Los Angeles, CA Reviews:
·Time Warner Cable
| I had no problems during my 5 years with Vonage, but I realized that when they piled all the taxes and fees on top of $24.95, I was paying $36/mo. I'm saving more than half with Ooma, even with their premier service package. The hardware will be paid for in 10 months, with those savings. |
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| I hear you. I'll pay $19.99 for a year and it goes to $24.99. I'm not sure what taxes are, haven't gotten first bill yet. Quality is MUCH better already.
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Live and learn........ |
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| reply to Exxeter
said by Exxeter:Sorry for the noise, but the way their representative handled my call and her follow-up email, just got me very grumpy.
Understandable. 
But having done a lot of ports (with other companies), it usually does take a couple of business days for everything to filter out.
Your number was actually ported away from whatever CLEC Vonage is using in your area, such as Level-3. The CLEC (consider them as the wholesaler) then has to notify Vonage (or whichever VoIP provider, consider them as the retailer).
Often in fact the CLEC does not even notify the VoIP provider of an outbound port.
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Reviews:
 ·Vonage
 ·T-Mobile US
·Comcast
| reply to Exxeter
Exxeter:
Most of us Vonage users (at least those of us that frequent this board) are on the $9.99 for life plan. There was a number of threads on this. Call to cancel, and then ask for it, as the regular customer service reps can't offer it, only the retention reps. My monthly bill is $14 and change, which includes all taxes and fees, and is for the life that I have the Vonage service. All my friends and family are on it as well. I know you already moved on... but wondered why you didn't hop on board this promotion with the rest of us to save some major $$$?
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Guns Will Be Gone. Period. Thank OUR President Obama for putting the lives of our children ahead of special interests. |
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ExxeterPremium
join:2013-03-25
Los Angeles, CA Reviews:
·Time Warner Cable
| Let's see if I understand that. Sign up for the advertised service at $24.99. when you threaten to cancel, they offer the same service for $9.99, which in theory, is what they should have been charging all along. A bargain is nice, but that seems a shabby way of dealing with customers. Taking them for all they can get, until they get wise.
Having heard that, I'm even more glad that I left. |
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| reply to Exxeter
They send me mailers for the 9.99 for life plan, so they do advertise it to some extent.
There is a way to also sign up for the 9.99 for life plan online it's:
getbasictalk.com
If the plan is still around in a year I plan to port our main line to them. |
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| reply to Exxeter
said by Exxeter:Let's see if I understand that. Sign up for the advertised service at $24.99. when you threaten to cancel, they offer the same service for $9.99, which in theory, is what they should have been charging all along. A bargain is nice, but that seems a shabby way of dealing with customers. Taking them for all they can get, until they get wise.
Having heard that, I'm even more glad that I left.
I did not have to threaten to cancel. Simply called them up and asked about it. Even told them I heard about it right here at dslreports!!
Switch was smooth and instantaneous! 
BTW,
Most company's are quite shady and do this type of selling their product. It's always up to the customer to check and see if there is a better deal.
It's almost like going in to buy a car. They aren't going to give you any kind of deal, if you don't ask or tell them what you want.
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The Firefox alternative.
»www.mozilla.org/projects/seamonkey/ |
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