jazzy01
join:2004-11-05 |  Unable to view BILLING page in web acct
For the past 4 days I cannot get to the billing web page, the other account pages load and display correctly. Customer support keeps telling me that the engineers are working on it.
Anyone else with this issue? |
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travelguy
join:1999-09-03
Santa Fe, NM | No problem here... |
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Dingleberry
join:2001-04-29
532xx | reply to jazzy01
I've also been unable to access for several days. Anyone have any idea what's up? |
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dazed6
join:2007-08-05 | Its been ongoing for weeks now. |
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habskilla
join:2005-09-19
Moncton, NB | Add me to the list.
Phoned up opened a ticket.
Curious, the CSR can't tell me how many minutes I've used this month.
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Stay away from any and all Roger's products. |
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scoosdad
join:2007-04-28
Worcester, MA
| "Curious, the CSR can't tell me how many minutes I've used this month."
That's because they use the same web interface. About a year ago I came back from a weekend trip and needed to turn my call forwarding off. The web interface was down, so I called Vonage support to ask them to turn it off for me. "I can't", the agent said, "the web page is down for us too when it's down for you." |
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mecha50
join:2004-06-11
Daly City, CA
| reply to jazzy01
said by jazzy01  :For the past 4 days I cannot get to the billing web page, the other account pages load and display correctly. Customer support keeps telling me that the engineers are working on it. Anyone else with this issue? Not sure if it will cover everything but this applies on the call detail feature of your VOA.
Some customers (even some reps) will not be able to view Call Details in current bill page on a limited minute plan. The ERT is set for the end of October. |
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habskilla
join:2005-09-19
Moncton, NB | thx mecha50. I'm on a limited minute plan and I can't see my detail.
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Stay away from any and all Roger's products. |
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jhacker
join:2001-12-11
Peoria, IL
 ·Comcast
 ·Vonage
·Comcast Digital Vo..
| reply to jazzy01
For almost a week, I have been having problems accessing my entire account (billing, features, etc.) on their website. When I log in, I simply come to a page that says we are having problems accessing the page, and a link to 'help' which is of no use. The first few days, it was just an intermittent problem. Now, for the past three days I have been unable to access my entire account at all. I spent nearly an hour on the phone to India (or wherever they are) trying to fix the problem. They had me reset my password and change my user-id twice. None of it helped. Finally they gave a ticket number. I hope this is fixed soon, or else I'm cancelling. Luckily we're within the 60 day window. However, I'm afraid they're going to ding me on their clause for using over 500 minutes in two months. |
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collegea
join:2007-01-10
·RoadRunner Cable
| reply to jazzy01
The same thing has happened to me over the last 2-3 days: I cannot access "billing" when I log onto my account. I can access everything else on the web site when I log in.
I called in twice today . The Customer service rep. on the tech line said that this has affected all limited accounts and should be resolved by the end of the month. I'm on the Residential Basic-100 plan for $9.95.
I called up the billing department 7 hours later and the woman I spoke to was mostly incoherent. She just continued to ask me for patience. The woman said Vonage was doing upgrades.
Strange and bizarre is how I would describe this. |
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jaa
Premium,MVM
join:2000-06-13
·Optimum Online
·Vonage
1 edit | reply to jazzy01
Same problem here. Been going on for weeks. I've had several back and forths with email support, and they say it is system wide.
I'm on a limited plan, and asked if they were going to waive the per-minute charges if I exceeded my 500 minutes. The answer was NO. They say I could look at the call detail and find out how many minutes I used - just add up the minutes from a few hundred calls!!
Pitiful - if I put in a system change like that which caused and outage for weeks, I would be looking for a new job.
Here is the error message I get:
Error
Sorry, an error has occurred. Please try again later.
Click here to return to your Dashboard.
Click here for the Care Center.
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NOTHING justifies terrorism. We don't negotiate with terrorists. Those that support terrorists are terrorists. |
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jhacker
join:2001-12-11
Peoria, IL
·Comcast
·Vonage
·Comcast Digital Vo..
1 edit | reply to jazzy01
I am getting the exact same error. I have been on the phone for over 2 hours. Of course they tell me that the issue is specific to my account. This is pitiful service for such a large company. On top of that, Vonage wants its money anyway regardless of the poor level of service they give you.
I would be cancelling over this issue, but unfortunately I began the process of porting my number last week and don't want to mess that up. I do have to admit that I'm not having any problems with phone calls, especially after switching to cable internet. The problems that are happening are caused by interference between the wireless router and the cordless phone. This will most likely be alleviated when our landline is totally disconnected and I can have the VOIP box power the rest of the phone jacks.
Unfortunately I have regrets about signing up for Vonage. I am still in the honeymoon period but I have a feeling that if I cancel they'd still rape me. It appears as though they are a company with little integrity and want to charge you even when they aren't giving good service. I should have went with my gut feeling and switched to cable VOIP even if it was a little more expensive. |
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alopeke
join:2006-12-27
Fullerton, CA
·Vonage
| reply to jazzy01
I have been experiencing the same problem as you guys. I have had this problem for almost all of October and it started after the bill came out. I noticed it was higher and I wanted to see why. Any ways I called Vonage at 17:15 PST on October 29, 2007 and after getting bounced around I finally got some answers.
Only the people who are on the 500 min/mo plan experience this issue. The people who pay for the unlimited plan will not experience this problem. They are aware of the issue but no estimated date of resolution. They are not compensating any customers at this time and the CSR told me the only way to view the bill page on their website was to pay more money for the unlimited plan.
I asked her how Vonage plans to compensate people who experienced this problem and she said there is no compensation at this time but after the problem is resolved I could call back and ask then.
Is it just me or does it seem to be a way to get the people who are paying the $14.99/mo plan to upgrade to the higher plan at $24.99/mo? I also wonder why they are not stating on the website that some users may experience problems when trying to access the billing section of the website. The only error is when you click on Billing you get this;
Error
Sorry, an error has occurred. Please try again later.
Click here to return to your Dashboard.
Click here for the Care Center. |
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jhacker
join:2001-12-11
Peoria, IL | Well, I received a call from Vonage's engineering department today. As of this moment, the problem is now fixed. BTW, I am not on the limited plan. Right now I am on the 60-day free trial of the $24.99 unlimited plan. |
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alopeke
join:2006-12-27
Fullerton, CA | Yep. It sounds like they take care of the people who pay more first before the ones that actually need to use the Billing page to see how many minutes they have used. Still not working for $14.99 plans. |
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habskilla
join:2005-09-19
Moncton, NB
 ·Acanac
·Vonage
| Supposed to be fixed by Nov 1.
This is an inconvenience, but only takes a minute to copy and paste the detail into a spreadsheet and sum up the minutes. This gives me a rough estimate of what I've used.
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Stay away from any and all Roger's products. |
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Anon Name
@rr.com | reply to jazzy01
Spoke to Vonage today. No estimated date of repair and tecnicians are still working on its. |
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Anon Name
@rr.com
| reply to jazzy01
Well it's November 1st and still not working. Time to start looking elsewhere I guess. And yes I will change providers because of this. The website is as much a part of the service as the phone. If they are not able to provide all aspects of the service except to those who pay more I will go with another provider. |
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mecha50
join:2004-06-11
Daly City, CA | reply to jazzy01
Unfortunately, the ETR is now set for mid November. |
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jazzy01
join:2004-11-05
4 edits |  reply to Anon Name
I am thinking that with this issue,we could force them to offer to us (with this problem), the $14.99 UNLIMITED plan that was offered about 6 weeks ago to those that called in to cancel. The unlimited plan would then allow us to see our billing page.......
What do you guys think? |
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