VOIP etc > Voice Over IP - VOIP > VOIP Tech Chat > [Vonage] Thank You Vonage :(

[Vonage] Thank You Vonage :(

They are not sending everybody new devices, just some devices did not take the update properly. If they were to call our toll free number, we can resolve the issue.

reply to jtarbox
Was this because of the hiss problem?

reply to jtarbox
My advice would be to check your line for outgoing and incoming. If it works, then don't reboot it. Request the new router and then when it shows up then try rebooting it.

Just my thoughts!

I did that already! I can read instructions! Furthermore why did Vonage not test the update more thoroughly before rolling it out? Lastly, I would call if not for the fact that it takes more then an hour usually to get through to a tech. Why don't you call the customers who are having problems? If you know the update did not take on some devices Vonage must be able to figure out which ones? Anyway I sent an email which I have not received a reply to yet however I'm not expecting one right away. Or feel free to call me because I have call forwarding set up to my landline. Thanks

reply to garys_2k
No, I'm not getting any dialtone or anything since today! Plus I have been having random DTMF tones on my line for over a month and everyone I talked to wants to charge my card $100.00 for them to send me a new device? Why should I be charged $100.00? I understand how they want to protect their equipment but the could wait 2 weeks before charing my card to give time for them to process the returns of old equipment?

Not everyone want to tie up $100.00 in limbo and hope that they will be credited back the $100.00. I will spare the nighmare I had with Vonage when I returned my old Motorola box. I'm trying my best to be positive but surely there has to be a better way to control loss then what they are doing. Not to mention the hold times to speak to someone?

Other then those problem I would rate Vonage to be a pretty good company. They do give you the biggest bang for you buck

reply to doncute18
From your wording it looks like you are an employee of Vonage. Are you? If you are, please tell or email management to hire more support folks so paying customer's aren't on hold for hours! Understandably a growing company, but I know big business and to hire contracting work for a call center environment is terribly easy in America and takes very little capital compared to if they had to hire and train everyone. Then, when support isn't needed because the system is running perfect Vonage can ditch the contractors. Yahooooo!

reply to jtarbox
I had no idea they could upgrade the linksys router unless they log in to the 192.168.15.1 web page. I don't like the idea of someone upgrading my router with out my knownledge.

Re: [Vonage] Vonage update.

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Jim -- USA2K
SEE: |DCWU |FAH |PICS |BVX REVIEW |
FWD, Vonage 23mths-12/04,& BVX 07/04-now

WTF are you talking about. Did you just skim my first post? Please read more the post more carefully "As part of our ongoing efforts to provide outstanding service and features, a code upgrade was performed on your Linksys Telephone adapter on Saturday 2/19/2005."

Vonage upgraded a bunch of firmware in their RT31P2 and some did not take the flash update and hence got fried. That is what happened to me. I talked to a nice Vonage rep a few hours who was able to see my device was fried. Now my question is why did they waste our time with a pointless email? Why did they just not get some people together check the logs and figured out which ones fried and UPS all of them new devices? Then credit their accounts with a month of free service and a nice apology

P.S. I hope they send me another cap. They do make nice caps

Re: [Vonage] update anyone else down?

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Jim -- USA2K
SEE: |DCWU |FAH |PICS |BVX REVIEW |
FWD, Vonage 23mths-12/04,& BVX 07/04-now

reply to jtarbox

Re: [Vonage] Thank You Vonage :(

WoW!!! That is very high. JMO, I really think Vonage set itself for hard times when someone was stupid enough to come up with "The Broadband Phone Company".

When people get that in their heads they are going to start expecting them to be like MaBell. Follow me out

1. I have never been on hold over an hour with Verizon and the 45 minute hold was on Martin Luther King Day

2. People are going to expect the same reliability that they get from MaBell. There are always exceptions to the rule but I never had a dropped call with Verizon, nor garbled audio, rebooting of equipment, etc.

3. Quality is based on your high speed connection which can fluctuate greatly. How many 100k people put up with that compared to the millions who still use MaBell.

I realize what a great deal Vonage is and the benefits out way the negatives for me. But being realistic how many non techies are going to have a high-speed connection and put up with the hassles to save the money.

Lastly, I think the reason their is such a turn-a-round is because Joe gets trained at Vonage and then quits because of all the stress of being screamed at everyday when the average home user thinks VoIp is as reliable as his POTS.

I know it would take profits away from them but they need to let people know that Vonage "Is Not The Telephone Company" and they need to make clear of the limitations that it has right on the box. Not to mention a troubleshooting manual right inside the box that is set up in the form of a flowchart that the average person can follow.

Thanks for listening to my gripes and I really hope someone at Vonage will realize that there might be method to my madness, lol!

reply to usa2k

Re: [Vonage] update anyone else down?

Really?

You had me fooled.

The one month off, offered up front is the least they can do, but is more than what most providers would do.

You have company here: »[Vonage] Vonage killed my Linksys RT31P2

Yeah, I see that I'm hoping this makes the frontpage of DSL reports so all the VoIp newbies realize that Vonage is not all it is cracked up to be sometimes and you should always have a backup! See Ya Around

P.S. As part of my ongoing efforts to provide outstanding service and features, a code upgrade was performed on your Linksys Telephone adapter on Saturday 2/19/2005. Please check to make sure it is not fried because I am to incompentent to look at the server logs. Thank You For Holding

Re: [Vonage] update: anyone else down?

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Jim -- USA2K
SEE: |DCWU |FAH |PICS |BVX REVIEW |
FWD, Vonage 23mths-12/04,& BVX 07/04-now

Actually I do and I'm sure allot of others as well? They have all the latest RIAA gossip and I like to browse the newb forums, lol.

I tend to look at the front page threads and news.

This keeps me updated with more geeky stuff than what I normally would look at.

I've learned a lot of new things from the front page threads.

Re: [Vonage] OT: Front Page

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Jim -- USA2K
SEE: |DCWU |FAH |PICS |BVX REVIEW |
FWD, Vonage 23mths-12/04,& BVX 07/04-now