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story category Vonage Still Struggling With Defecting Customers
As cable VoIP continues to eat their lunch...
(old news - 11:10AM Tuesday Nov 11 2008)
tags: competition · business · VoIP · Vonage
Back in July, Vonage tagged former AT&T (technically Cingular) executive Marc Lefar to be the company's new CEO, replacing Vonage founder and interim CEO Jeff Citron, who was playing the role since April 2007. Lefar's primary job was to reduce customer defections, by improving the "customer experience." However, according to Vonage's third quarter earnings, while the company did narrow their net loss on the quarter, the company's "churn" or turnover rate remains unchanged at 3%. At that rate, Vonage is forced to replace a third of their customer base every year. In the third quarter Vonage added just 9,500 subscribers (for a little perspective, Comcast added half a million).

Related:
  1. Vonage To Resell Covad DSL
  2. Comcast Says They'll Play Nice With Vonage
  3. Vonage Picks Ex-AT&T Exec As New CEO
  4. Comcast Tops In VoIP Audio Quality
  5. FCC Doesn't Like Comcast's New Treatment of VoIP
  6. Comcast Denies Unfair VoIP Discrimination
  7. Comcast Now Third Largest Phone Company
  8. Vonage (Sort Of) Posts a Profit
Forums » Vonage Still Struggling With Defecting Customers
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trparky
Bite My Shiny Metal Ass
Premium,MVM
join:2000-05-24
Cleveland, OH
clubs:
·AT&T U-Verse

Counting down the days...

Counting down the days until the death of Vonage.

I mean, come on... anybody who thought that after the cable companies realized that doing phone as well was a lucrative thing Vonage would survive was a fool.

I saw it coming.
--
Tom

supergirl

join:2007-03-20
Pensacola, FL
·Cox VOIP
·Skype
·Cox HSI
·AT&T Southeast
·magicjack.com

Re: Counting down the days...

said by trparky See Profile :

Counting down the days until the death of Vonage.

I mean, come on... anybody who thought that after the cable companies realized that doing phone as well was a lucrative thing Vonage would survive was a fool.

I saw it coming.
The Cable outfits do it better. No set-up, no hassles. Really, most just line a POTS line. Internet-based VOIP's days are over. Mostly. Even the Telcos are going VOIP. With caps, non-techies are going to say, "No thank you, I don't want to pay extra to use you."

I know I see a lot less Vonage commercials today. And, their rep of being harder to cancel than AOL, is also hurting new converts.

Simply put, Indie VOIP is for the tech-minded crowd not the mainstream. A lot of them are cell only anyway.
--
Saving the world keeps me busy. However, I find Earth very primitive from my home planet of Krypton.
-Supergirl

Jeffrey
too dark too early
Premium
join:2002-12-24
Dix Hills,NY
clubs:
·Optimum Online
·Verizon FIOS
·Vonage
·magicjack.com

Re: Counting down the days...

said by supergirl See Profile :

said by trparky See Profile :

Counting down the days until the death of Vonage.

I mean, come on... anybody who thought that after the cable companies realized that doing phone as well was a lucrative thing Vonage would survive was a fool.

I saw it coming.
The Cable outfits do it better. No set-up, no hassles.
I don't think that statement is a fair one to make. I purchased Vonage in 2004, then 2 more lines in early 2005. Ten minutes to setup, very little hassle. (What hassle I did experience was my own fault.)

Cablevision required (still requires?) a home visit to setup Optimum Voice.

I've been a tremendously happy Vonage customer for over 4 years, and I hope they continue to remain in business. The value I have received from their product has been excellent.

Many of the people who cancel don't realize that if your Internet connection is crappy, then your call quality will suffer. A friend of mine had this problem, but didn't want to hear it.
--
"Honesty may be the best policy, but it's important to remember that apparently, by elimination, dishonesty is the second-best policy." - George Carlin

[my ramblings]

knightmb
Everybody Lies

join:2003-12-01
Franklin, TN
·AT&T DSL Service

Re: Counting down the days...

said by Jeffrey See Profile :

I don't think that statement is a fair one to make. I purchased Vonage in 2004, then 2 more lines in early 2005. Ten minutes to setup, very little hassle. (What hassle I did experience was my own fault.)

Cablevision required (still requires?) a home visit to setup Optimum Voice.

I've been a tremendously happy Vonage customer for over 4 years, and I hope they continue to remain in business. The value I have received from their product has been excellent.

Many of the people who cancel don't realize that if your Internet connection is crappy, then your call quality will suffer. A friend of mine had this problem, but didn't want to hear it.
I have to agree, Vonage has been rock solid for half a decade for me. I have 6 lines with Vonage, half of which are fax lines. I've converted all of my friends and family (who have broadband) to Vonage as well. None of them have any issues because you need a stable ISP first, then someone who knows the difference between QoS and Traffic Shaping to get a proper setup so that normal PC Internet activity doesn't mess with the calls. I do all of it for them and they are amazed at how cheap it is. They get every service possible that the phone company offers and unlimited calling to this part of the planet plus a few foreign countries just for the heck of it. The phone company just can't compare at $24.99 a month. The cable company phone service just can't compare for price or stability either.

If you have a descent ISP and some understanding of how the technology really works, you won't have any problems with the service. Can probably be said for many other VoIP companies as well.
--
Fight NebuAD and the like:
Click Here to pollute their data

Cheese
Premium
join:2003-10-26
Naples, FL
clubs:


1 edit

Re: Counting down the days...

said by knightmb See Profile :

said by Jeffrey See Profile :

I don't think that statement is a fair one to make. I purchased Vonage in 2004, then 2 more lines in early 2005. Ten minutes to setup, very little hassle. (What hassle I did experience was my own fault.)

Cablevision required (still requires?) a home visit to setup Optimum Voice.

I've been a tremendously happy Vonage customer for over 4 years, and I hope they continue to remain in business. The value I have received from their product has been excellent.

Many of the people who cancel don't realize that if your Internet connection is crappy, then your call quality will suffer. A friend of mine had this problem, but didn't want to hear it.
I have to agree, Vonage has been rock solid for half a decade for me. I have 6 lines with Vonage, half of which are fax lines. I've converted all of my friends and family (who have broadband) to Vonage as well. None of them have any issues because you need a stable ISP first, then someone who knows the difference between QoS and Traffic Shaping to get a proper setup so that normal PC Internet activity doesn't mess with the calls. I do all of it for them and they are amazed at how cheap it is. They get every service possible that the phone company offers and unlimited calling to this part of the planet plus a few foreign countries just for the heck of it. The phone company just can't compare at $24.99 a month. The cable company phone service just can't compare for price or stability either.

If you have a descent ISP and some understanding of how the technology really works, you won't have any problems with the service. Can probably be said for many other VoIP companies as well.
My CDV is 24.95 a month, and ROCK solid, I am pretty sure that if the power goes out, your Vonage box is out too, or if your internet is out, same. CDV has a battery for up to 10 hours, does Vonage do that?

NwkEWR
Spare Me the Socialist B.S.
Premium
join:2002-04-10
Newark, NJ
·AT&T Yahoo
·Vonage
·Optimum Online

Re: Counting down the days...

Cheese, tell me that you are being facetious, please do tell me that, otherwise I may need to mention the name of a technological wonder that no one has ever heard of before, it goes by the acronym of UPS, and no, it has nothing to do with United Parcel Service.
--
BEWARE: "We can't expect the American people to jump from Capitalism to Communism, but we can assist their elected leaders in giving them small doses of Socialism, until they awaken one day to find that they have Communism." - Nikita Khrushchev -

Cheese
Premium
join:2003-10-26
Naples, FL
clubs:


1 edit

Re: Counting down the days...

said by NwkEWR See Profile :

Cheese, tell me that you are being facetious, please do tell me that, otherwise I may need to mention the name of a technological wonder that no one has ever heard of before, it goes by the acronym of UPS, and no, it has nothing to do with United Parcel Service.
And tell me how long that UPS is going to run if any type of PC is plugged in? Not 10 hours!
nitzan
Premium,VIP
join:2008-02-27
·ViaTalk
·Comcast

Re: Counting down the days...

While we're comparing apples to oranges, how long would your PC last on your cable box's battery?

We're not talking about a PC here so it is irrelevant. We're talking about how long would your Analog Telephone Adapter, router, and cable/DSL modem run on a typical UPS. Answer: long enough for the power to come back. If you need your cable co to supply the battery for you that's up to you, but you can most definitely easily do-it-yourself.
--
Nitzan Kon, CEO
Future Nine Corporation

Cheese
Premium
join:2003-10-26
Naples, FL
clubs:

Re: Counting down the days...

said by nitzan See Profile :

While we're comparing apples to oranges, how long would your PC last on your cable box's battery?

We're not talking about a PC here so it is irrelevant. We're talking about how long would your Analog Telephone Adapter, router, and cable/DSL modem run on a typical UPS. Answer: long enough for the power to come back. If you need your cable co to supply the battery for you that's up to you, but you can most definitely easily do-it-yourself.
My PC would last probably less than 10 min on my 1500 UPS with my hardware and no, I don't need the cable company to supply anything, and the average user isn't going to just hook up those items to a UPS, they will also have a PC hooked up.
s13

join:2007-12-06
USA

said by nitzan See Profile :

If you need your cable co to supply the battery for you that's up to you, but you can most definitely easily do-it-yourself.
Don't know if it's just for business or what, but Cablevision supplied us with a purpose-built (proprietary cable) APC UPS when we switched to Optimum Voice a few months ago. Don't know the specs but the installer said it should last 15 hours in an outage... while I doubt that number, I'm sure it'll be good for several hours.
s13

join:2007-12-06
USA

said by Cheese See Profile :

And tell me how long that UPS is going to run if any type of PC is plugged in? Not 10 hours!
That's why you run it off a dedicated UPS. You can pick up a small UPS for under $40 that will run a cable modem for hours... cheap security.

Cheese
Premium
join:2003-10-26
Naples, FL
clubs:


1 edit

Re: Counting down the days...

said by s13 See Profile :

said by Cheese See Profile :

And tell me how long that UPS is going to run if any type of PC is plugged in? Not 10 hours!
That's why you run it off a dedicated UPS. You can pick up a small UPS for under $40 that will run a cable modem for hours... cheap security.
Again, the AVERAGE user is not going to purchase a UPS strictly for using it to power a phone adapter/cable modem.
s13

join:2007-12-06
USA

Re: Counting down the days...

said by Cheese See Profile :

Again, the AVERAGE user is not going to purchase a UPS strictly for using it to power a phone adapter.
Anyone with a semblance of a clue will. UPS technology has been around for long enough and is commonplace enough that all but the most clueless users know of them and their benefits. Couple that with fears of losing phone service in a power outage and most will make the simple connection that VoIP + UPS = success.

Cheese
Premium
join:2003-10-26
Naples, FL
clubs:

Re: Counting down the days...

said by s13 See Profile :

said by Cheese See Profile :

Again, the AVERAGE user is not going to purchase a UPS strictly for using it to power a phone adapter.
Anyone with a semblance of a clue will. UPS technology has been around for long enough and is commonplace enough that all but the most clueless users know of them and their benefits. Couple that with fears of losing phone service in a power outage and most will make the simple connection that VoIP + UPS = success.
Again, and READ carefully, THE AVERAGE USER IS NOT GOING TO POWER JUST A CABLE MODEM/PHONE ADAPTER, THEY ARE GOING TO PLUG A PC INTO IT, which in turn is going to drain the UPS quicker, and in turn, the phone service will not last as LONG as say a CDV modem
s13

join:2007-12-06
USA

Re: Counting down the days...

said by Cheese See Profile :

Again, and READ carefully, THE AVERAGE USER IS NOT GOING TO POWER JUST A CABLE MODEM/PHONE ADAPTER, THEY ARE GOING TO PLUG A PC INTO IT, which in turn is going to drain the UPS quicker, and in turn, the phone service will not last as LONG as say a CDV modem
Uh huh, and if you didn't have the memory of a goldfish, you'd realize I have been talking about a DEDICATED UPS the whole time. As in DEDICATED to the MODEM and/or NETWORK HARDWARE. As in NOT USED WITH A PC. My 81 year-old grandmother, a longtime Optimum Voice subscriber, was smart enough to figure this out and she's one of the least computer-savvy people I know. If she could do it then the average Vonage customer (who one can assume to be a bit more savvy by default) probably can too.

Cheese
Premium
join:2003-10-26
Naples, FL
clubs:

Re: Counting down the days...

said by s13 See Profile :

said by Cheese See Profile :

Again, and READ carefully, THE AVERAGE USER IS NOT GOING TO POWER JUST A CABLE MODEM/PHONE ADAPTER, THEY ARE GOING TO PLUG A PC INTO IT, which in turn is going to drain the UPS quicker, and in turn, the phone service will not last as LONG as say a CDV modem
Uh huh, and if you didn't have the memory of a goldfish, you'd realize I have been talking about a DEDICATED UPS the whole time. As in DEDICATED to the MODEM and/or NETWORK HARDWARE. As in NOT USED WITH A PC. My 81 year-old grandmother, a longtime Optimum Voice subscriber, was smart enough to figure this out and she's one of the least computer-savvy people I know. If she could do it then the average Vonage customer (who one can assume to be a bit more savvy by default) probably can too.

BillRoland
Premium
join:2001-01-21
Ocala, FL
clubs:
·Cox HSI

said by Cheese See Profile :

said by knightmb See Profile :

said by Jeffrey See Profile :

I don't think that statement is a fair one to make. I purchased Vonage in 2004, then 2 more lines in early 2005. Ten minutes to setup, very little hassle. (What hassle I did experience was my own fault.)

Cablevision required (still requires?) a home visit to setup Optimum Voice.

I've been a tremendously happy Vonage customer for over 4 years, and I hope they continue to remain in business. The value I have received from their product has been excellent.

Many of the people who cancel don't realize that if your Internet connection is crappy, then your call quality will suffer. A friend of mine had this problem, but didn't want to hear it.
I have to agree, Vonage has been rock solid for half a decade for me. I have 6 lines with Vonage, half of which are fax lines. I've converted all of my friends and family (who have broadband) to Vonage as well. None of them have any issues because you need a stable ISP first, then someone who knows the difference between QoS and Traffic Shaping to get a proper setup so that normal PC Internet activity doesn't mess with the calls. I do all of it for them and they are amazed at how cheap it is. They get every service possible that the phone company offers and unlimited calling to this part of the planet plus a few foreign countries just for the heck of it. The phone company just can't compare at $24.99 a month. The cable company phone service just can't compare for price or stability either.

If you have a descent ISP and some understanding of how the technology really works, you won't have any problems with the service. Can probably be said for many other VoIP companies as well.
My CDV is 24.95 a month, and ROCK solid, I am pretty sure that if the power goes out, your Vonage box is out too, or if your internet is out, same. CDV has a battery for up to 8 hours, does Vonage do that?
I recently got Cox Digital Phone service and I have to agree, for $29 a month I get unlimited local and long distance calling, every call feature I can think of, voice mail, unlisted number, a battery backed up e-MTA, and QoS over the HFC network thanks to PacketCable. It may be a couple of bucks more a month, but Vonage just can't compete. I simply NEVER have any problems.
--
"Don't steal. The government hates competition."

dadkins
Can you do Blu?
Premium,MVM
join:2003-09-26
Hercules, CA
Oh yeah, CDV is great!
Does not rely on internet, Vonage does.

CO_Chris
Premium
join:2001-08-28
Broomfield, CO
I had Vonjunk when i had earthstinks cable in TX and man they are byfar the worst . All I can say is Thanks to TWC in Houston and Comcast here in Colorado for the great service they have..

supergirl

join:2007-03-20
Pensacola, FL
·Cox VOIP
·Skype
·Cox HSI
·AT&T Southeast
·magicjack.com

said by Jeffrey See Profile :

said by supergirl See Profile :

said by trparky See Profile :

Counting down the days until the death of Vonage.

I mean, come on... anybody who thought that after the cable companies realized that doing phone as well was a lucrative thing Vonage would survive was a fool.

I saw it coming.
The Cable outfits do it better. No set-up, no hassles.
I don't think that statement is a fair one to make. I purchased Vonage in 2004, then 2 more lines in early 2005. Ten minutes to setup, very little hassle. (What hassle I did experience was my own fault.)

Cablevision required (still requires?) a home visit to setup Optimum Voice.

I've been a tremendously happy Vonage customer for over 4 years, and I hope they continue to remain in business. The value I have received from their product has been excellent.

Many of the people who cancel don't realize that if your Internet connection is crappy, then your call quality will suffer. A friend of mine had this problem, but didn't want to hear it.
You made my point. Simple setup WITHOUT tech knowledge.

If you have 256kbps up, anyone can use Vonage. But, people with 15/1 and 20/5 and such that can't, something is wrong with Vonage. However, people pay for convenience not sitting at the computer for 4 hours trying to make it work or figure out why it doesn't. I call Cox, they fix it.

And, you have FIOS. If it doesn't work on that well, it doesn't work well anywhere.
--
Saving the world keeps me busy. However, I find Earth very primitive from my home planet of Krypton.
-Supergirl
fallenangel

join:2005-10-04
USA

Re: Counting down the days...

I would say that people who have 15/1, 20/5, and such who are having problems with Vonage are probably having more problems with their ISP, LAN side equipment, etc than they care to realize or care to admit. SO, I would like to 100% disagree that most audio related issues that their customers have who have services such as Comcast w/ Powerboost, FIOS, or even Cox are usually Vonage related issues. The only audio issues that would be Vonage related are ones that are analog issues - static, crackling, popping, etc. Those are ones that are caused by faulty equipment, faulty cables, faulty ports, etc.

I have Optimum Voice as my phone provider, and they make you go through the same type of troubleshooting that any VOIP provider would. Example: I went through 4 cable modems before Optimum Online would check to make sure that their technician disconnected my line in the NIU for me. Keep in mind, I live in an apartment complex, so I don't have access to it. After the 4th modem died (and countless times of having to plug a new phone, change the phone cable, etc.) they finally agreed to send out a "Senior" Technician to resolve the issues. 5 modems later - no issues with the phone service.
nasadude

join:2001-10-05
Rockville, MD
·Comcast


1 edit
I'm wondering how much of the problems that people must be having (I assume people leave because of some issue) are related to their internet connection and NOT to the vonage service itself.

if you have a crappy connection, you will have crappy vonage service.

btw, I have a pretty good connection and I rarely have problems with vonage.

dnoyeB
Ferrous Phallus

join:2000-10-09
Southfield, MI

I disagree. Only advantage cable has is they own the network. So if there is a problem, there is no one else to blame or rely on. Thats a big point.

But they do not do it "better." Vonage is as rock solid as my internet connection. Plus Vonage is $25/month. Comcast is $33/month and thats the sale price...
--
dnoyeB
"Then said I, Wisdom [is] better than strength: nevertheless the poor man's wisdom [is] despised, and his words are not heard. " Ecclesiastes 9:16
st7860

join:2004-05-13
San Francisco, CA
if vonage charged decent prices to BEGIN with instead of offering their best plans (such as $15/mo for unlimited north american calls) only to people who cancel, then they wouldn't be in such bad shape.

otty

join:2008-10-24
Toronto, ON

why pay monthly?

I just quit Vonage. I dont see why people would use pay-monthly VOIP when you can get it neary free through Skype or even cheaper-voipbuster.

knightmb
Everybody Lies

join:2003-12-01
Franklin, TN
·AT&T DSL Service

Re: why pay monthly?

said by otty See Profile :

I just quit Vonage. I dont see why people would use pay-monthly VOIP when you can get it neary free through Skype or even cheaper-voipbuster.
People still want phones. I like talking on a phone that doesn't depend on my PC to work. Skype / MagicJack / etc is cool and all, but they are only one solution to the many that exist and what people want from a phone service.
--
Fight NebuAD and the like:
Click Here to pollute their data

elios

join:2005-11-15
Springfield, MO
·Mediacom

Re: why pay monthly?

said by knightmb See Profile :

said by otty See Profile :

I just quit Vonage. I dont see why people would use pay-monthly VOIP when you can get it neary free through Skype or even cheaper-voipbuster.
People still want phones. I like talking on a phone that doesn't depend on my PC to work. Skype / MagicJack / etc is cool and all, but they are only one solution to the many that exist and what people want from a phone service.
you can get skype wi-fi based phones that are about the size of a cell phone that work just fine with no PC
elray

join:2000-12-16
Santa Monica, CA
·SONIC.NET
·RoadRunner Cable
·Verizon Online DSL

Re: why pay monthly?

said by elios See Profile :

said by knightmb See Profile :

People still want phones. I like talking on a phone that doesn't depend on my PC to work.
you can get skype wi-fi based phones that are about the size of a cell phone that work just fine with no PC
A $150 proprietary WiFi phone (or the $80 cheep Belkin desk phone) may do the trick, in terms of turning off the PC, but why can't Skype produce an ATA, so we can use our existing phones?

elios

join:2005-11-15
Springfield, MO
·Mediacom


1 edit

Re: why pay monthly?

said by elray See Profile :

said by elios See Profile :

said by knightmb See Profile :

People still want phones. I like talking on a phone that doesn't depend on my PC to work.
you can get skype wi-fi based phones that are about the size of a cell phone that work just fine with no PC
A $150 proprietary WiFi phone (or the $80 cheep Belkin desk phone) may do the trick, in terms of turning off the PC, but why can't Skype produce an ATA, so we can use our existing phones?
they have them too if you want one

have you look at the skype store on the site?

edit or at lest they USED to sell one
guess no one even wanted to buy it

mind you if you did use ATA you would lose most of things that make skype nice like PC to PC calls and what not
which is why i guess they dont sell it any more
elray

join:2000-12-16
Santa Monica, CA
·SONIC.NET
·RoadRunner Cable
·Verizon Online DSL

Re: why pay monthly?

said by elios See Profile :

they have them too if you want one

have you look at the skype store on the site?

edit or at lest they USED to sell one
guess no one even wanted to buy it

mind you if you did use ATA you would lose most of things that make skype nice like PC to PC calls and what not
which is why i guess they dont sell it any more
If they did, I never saw it, and I've looked at the Skype Store since its inception, and I've never seen a web reference to one. I suggest you're confused with something that was a USB device.

I'm not sure what the technical limitation is - probably you're right, that they want to maintain a proprietary interface so their extensible feature set works, some of which you'd lose with a traditional set.

To me, that's very short-sighted. Interoperability is key to the broad adaptation of any technology.

But I can't argue with Skype's modest success. Obviously, it appeals on both cost, and accessibility, to a sector of the market that is not so tied to area codes, dialable numbers, and circuit-switched connections.
nitzan
Premium,VIP
join:2008-02-27
·ViaTalk
·Comcast

said by elray See Profile :

but why can't Skype produce an ATA, so we can use our existing phones?
Because they don't want you to use an ATA.

They're not in the business of selling $5/month (or whatever) phone lines - their whole business plan revolves around the fact that you can only use their service around your computer - which means that even if they sell you "unlimited" service, you're going to use it far less than if it was connected to a regular phone.
--
Nitzan Kon, CEO
Future Nine Corporation

otty

join:2008-10-24
Toronto, ON
·TekSavvy Solutions..
·VBUZZER
·voip.ms
·Vonage
·3 Web


1 edit
said by elios See Profile :

said by knightmb See Profile :

said by otty See Profile :

I just quit Vonage. I dont see why people would use pay-monthly VOIP when you can get it neary free through Skype or even cheaper-voipbuster.
People still want phones. I like talking on a phone that doesn't depend on my PC to work. Skype / MagicJack / etc is cool and all, but they are only one solution to the many that exist and what people want from a phone service.
you can get skype wi-fi based phones that are about the size of a cell phone that work just fine with no PC
May be true people still want phones, just like they want mp3 players AND cell phones AND tvs AND pcs AND gpss seperate, but why? As usual its just people following the trend. Just moved from the UK where it's cheap to have your mp3 AND gps AND internet AND (kinda) PC in one, AND, at home, your internet and tv on a big screen. No matter the money to be made on keeping all of this (and other services I can't think of right now) seperate, eventually the big corp.s will learn, and provide it ALL....As I pointed out about VOIP its already here take advatage if you're in the 'know'.

EDIT: Want some proof? check out Virgin Medias 20mb service I had over there (freely upgraded by more than 2x in my first year). This is REAL cometition getting REAL service (no downtime in 2 years, no caps(throttled daily after 2gb download to 7mb...no extra charge)) The US should take notice NOT TO MENION CANADA WHERE IT RELLY SUCKS!!!
»allyours.virginmedia.com/html/in···_xl.html

jeffster1970
Whatta Ya Think About Dat?
Premium
join:2004-04-01
Kitchener, ON
clubs:
·magicjack.com
·Vonage
·Acanac
·Bell Sympatico

said by otty See Profile :

I just quit Vonage. I dont see why people would use pay-monthly VOIP when you can get it neary free through Skype or even cheaper-voipbuster.
How the heck did you do that???? I was on the phone with them for 2 hours until I broke down and accepted their $7.99/month package...although I have yet to see anything billed to my account in over a month, so maybe it's free now, I have no idea. I got magicjack...seems to be a time lag when talking (think of when CNN does an interview and there is always a pause) but otherwise good for like $12 bucks a year or whatever they charge.

And yeah, that was $7.99 Canadian...incoming only...sort of an unadvertised plan.

Won't confront me non if they go out of business, really, as long as I don't have to call again and beg and beg and beg to be let go. Crap, these guys are worse then a clingy ex-girlfriend...even they'd get the picture after an hour or so.
--
"I think there is a world market for maybe five computers."
Thomas Watson, chairman of IBM, 1943

WiFi
It's In The Air

join:2002-06-06
NiagaraFalls

said by otty See Profile :

I just quit Vonage. I dont see why people would use pay-monthly VOIP when you can get it neary free through Skype or even cheaper-voipbuster.
Here's why: My parents are almost 80. You must agree that the older you become, you want to be left in your existing comfort zone, that is, "less change" is better.

My parents had been with Bell Canada since the early 50's. Two years ago, when I was in the process of researching VOIP and, more specifically, Vonage my father happened to mention one day that he was becoming more frustrated with Bell Canada. By now he also had cancelled their cable TV and replaced it with Bell's satellite service as well as ordering two of their cell phones. Bell kept increasing rates on phone and satellite, they were under contract on the cells and the company kept harrassing them to switch to a new contract for free! (read into that, no cancellation fee but the replacement contract was longer and not nearly as good...as if this is a huge surprise). Bell was then given permission by the government to change their billing system so that all services were billed together. IT was a nightmare for my parents and most other Bell subscribers. Every month my parents' bill had errors and my father would waste a minimum of 90 minutes per month dealing with customer (non)service in India to fix it.

A few months later I signed on to Vonage. I spent time explaining to my parents about the service and after about 6 months, they let me assist them with subscribing to cable Internet and Vonage. They had two mandatory criteria before they would switch: 1. They did not want to lose their telephone number, 2. They wanted no changes to their telephone wiring and sets and still wanted to use them. (Using VOIP where you had to be at a computer was NOT an option. Only my mother uses the PC, my father would not know what to do and has no interest in it.)

AS of now, my parents like Vonage. There are many features they do not use however my father, being the one who pays the bills, likes the fact that he is spending a lot less each month and has more features than they will ever need. In some respects they are NOT paying less because they did not have broadband before this so that monthly cost had to be added. They write that off to amazinging faster Internet service that they had never before experienced.

They were also amazed when I explained and turned on the anonymous caller blocking that most telcos here in Canada do not offer. They have noticed fewer telemarking calls. They also like obtaining their monthly invoice on the Internet.

They are with me in arguing that Canadians should not be paying more for the same service. We both have the basic 500 minute/mo plan at $19.99/mo that is $5 less in the US.

So, why pay monthly? For those that have been around a while, it's all about migrating as transparently as possible. And Vonage lets you do that.
--
Type slowwwwwwer.....I can't keep up!

bye bye vonage

@sbcglobal.net

Cancellation fees making money

Their substantial cancellation fees must be a great source of revenue for Vonage.

jchambers28

join:2007-05-12
Alma, AR

Re: Cancellation fees making money

I know I will be happy to dich them after the 1st of the year. I will be going to a cricket cell phone
JeffreyD

join:2000-09-27
Brooklyn, NY

Just left

I just left yesterday, went with tmobile@home for $10 a month. I mainly use my cell, this line is just a place holder for my old land line number that some people still have.
SinNombre

join:2004-09-16
Charlotte, NC
·RoadRunner Cable


1 edit

love mine

Love my Vonage.

It's been rock steady for me for years and it's affordable. I also love having an alternative to either a cable company or a telco... I pay them for everything else, so I love not having to depend on them for at least part of my communication needs.

I've talked to ATT about getting some DSL service or even a DISH package through them ... and it's $22 (discounted) just for dial tone! No extras or anything! Phone service thru my cable company is $40 a month! Same service, or with fewer features, and it costs the same or more! I hope Vonage can hang in there!

--
bgreen965

join:2005-04-26
Savannah, GA

Not having truck rolls IS THE PROBLEM

Vonage will never be able to get the average user unless they can roll a truck out to the house to set it up, QoS their router, and setup the account. As easy as it may be for us, regular users are used to "the guy" coming out to take care of that kind of stuff and are afraid of doing it themselves or just don't want to.

I have used Cable Voice as well Vonage and the cable works a lot more reliably and a lot more like a POTS line. However, I'm cell phone only at this point and this is the problem Vonage and others are going to run into with the younger customer base who would have the technical knowledge to use their service: they don't want/need a landline.
Kearnstd
Elf Wizard
Premium
join:2002-01-22
Mullica Hill, NJ

Re: Not having truck rolls IS THE PROBLEM

also add that Comcast for example if your EMTA is offline in the morning for their phone, they can try and get a truck out that day for repair. if you have Vonage then you are up shit's creek, you get the next open time slot for an internet repair.
--
[65 Arcanist]Filan(High Elf) Zone: Broadband Reports

haynosity
CovadVonage FST

join:2000-08-15
Spring, TX
Depending on the area you live, Vonage will roll a truck to your house and they do offer a free set-up for new customers. I know this because my company has a contract with Vonage to do these dispatches.

dnoyeB
Ferrous Phallus

join:2000-10-09
Southfield, MI

Re: Not having truck rolls IS THE PROBLEM

Right, and I thought they worked primarily with local retailers like BestBuy which has GeekSquad, etc.

benjamin
All propositions are of equal value

join:2000-12-20
New York, NY
clubs:
·BroadVoice
·RCN CABLE

Losses exaggerated? Or perhaps a typo...

quote:
...the company's "churn" or turnover rate remains unchanged at 3%. At that rate, Vonage is forced to replace a third of their customer base every year.
Perhaps I am missing something but how does a 3% churn rate force Vonage to replace 1/3 (i.e. 33%) of its customers every year?

DaveNJ
No Fear

join:1999-09-01
New Jersey

Re: Losses exaggerated? Or perhaps a typo...

Maybe 3% per month ?

benjamin
All propositions are of equal value

join:2000-12-20
New York, NY
clubs:
·BroadVoice
·RCN CABLE

Re: Losses exaggerated? Or perhaps a typo...

said by DaveNJ See Profile :

Maybe 3% per month ?
That must be it. I read it as either the yearly or quarterly loss... but you must be right. Makes much more sense.

atl_dsl_user

@bellsouth.com

3% per month for each of the 12 months per year = 36% = more than 1/3 of their customer base. Of course, this is reduced somewhat by any customers that dump service and come back in the same year. I can't imagine there are too many of those considering all the change fees and associated headaches.

DaveNJ
No Fear

join:1999-09-01
New Jersey
·Comcast
·Patriot Media


1 edit

Its the contract stupid..

Okay
Verizon -No contract
ATT -----No contract
Cable ---No contract

Other VOIP- No contract

Vonage, Contract and fees, plus a charge to change service. Plus you get 3 days to cancel to avoid the contract. Gee sounds like a demotivater me..
--
“Say no to fear. Don’t let anxiety crush your life. Live life free and unfettered.”

Sammer

join:2005-12-22
Canonsburg, PA

1 edit

Re: Its the contract stupid..

Verizon VoiceWing has a one year contract and $40 ETF and AT&T CallVantage is no longer accepting new customers.

DaveNJ
No Fear

join:1999-09-01
New Jersey
·Comcast
·Patriot Media

Re: Its the contract stupid..

said by Sammer See Profile :

Verizon VoiceWing has a one year contract and $40 ETF and AT&T CallVantage is no longer accepting new customers.
I should have been very specific ATT landline local , Verizon landline Local, Verizon PPU, ATT PPU. Cellular also is beating down Vonage. Metro PCS offers unlimited and contract free in the Philly Area.

beerbum
Premium
join:2000-05-06
Reading, PA
clubs:

ISP caps

I wonder how much of this is an impact of the traffic caps..

I would think people with an ISP that has low caps (frontier.net) or is threatening to impliment a low cap would be hesitant to go with a 3rd party VOIP provider..

Just how much voice traffic would be needed to use up 4-5 GB?

--
a mind is a terrible thing...
nitzan
Premium,VIP
join:2008-02-27
·ViaTalk
·Comcast

Re: ISP caps

said by beerbum See Profile :

Just how much voice traffic would be needed to use up 4-5 GB?
Roughly 4 million minutes using G711, or around 12 million minutes if using G729.

Bottom line is caps are not an issue - but the psychology behind it most definitely will deter low-cap customers from VoIP. All the more proof that caps are more about fighting competition than fighting real network bottlenecks.
--
Nitzan Kon, CEO
Future Nine Corporation

anonymous1

@comcast.net

The problem is with there customer service.

If you were to call in to Vonage and tell them your having an issue they will almost immediately tell you sorry it is your isp we cant help you.

VTecky

@windstream.net

Re: The problem is with there customer service.

said by anonymous1 :

If you were to call in to Vonage and tell them your having an issue they will almost immediately tell you sorry it is your isp we cant help you.
I'd categorize this under "you don't know what you're talking about"

We conference in with ALL ISP's to ensure the issues are resolved compeltely... the ISP's are the ones that shut the customer down and blame vonage when at the time, the Vonage device is note even connected (we always disconnect our device before involving the ISP).
rradina

join:2000-08-08
Chesterfield, MO
·Charter Pipeline

Don't forget features...

I'm a defect from Vonage because since the lawsuits, my quality went down. This could have been a coincidence or it could have been that my ATA 186 didn't provide optimum support for the patent "work-arounds". Regardless, over the past year, our quality was degraded. (Specifically call setup time increased substantially and the "simulring" feature rang the cell phone way before the VOIP number...)

That said, the features on CABLE VOIP (Charter) just aren't the same. We miss "simulring" (ring two numbers at once, pick up on either) and the ability to make account changes on-line. If you want to shut off voice mail or change the number of rings before voice mail takes the call, Vonage had a near real-time web interface. I can make similar changes with my cable company but I have to call, they take 72 hours to apply the change and they charge me $5/change!

In the end, however, reliability finally trumped feature and prices. Call setup time on the cable VOIP is lightning fast compared to Vonage. (Vonage was taking almost 10 seconds to start ringing the other number. Calling another cable VOIP subscriber is virtually instant. Calling a POTS subscriber is only about a second.)

There was also a concern that Vonage may not last and I didn't want to lose my local number. When the cable company offered me $14.95/month for 12 months, I decided to switch since even with the added local taxes and fees, it was still cheaper than Vonage's $24.95 + taxes & fees. I know the cable bill will go up in 12 months but we're much happier with the reliability and performance of cable VOIP even though we lost some features.

I'm hoping that AT&T brings U-Verse to our neighborhood soon so we can have a competitive choice for video and voice. I haven't been an AT&T (SBC) since I left for Vonage in 2003.
ed56

join:2008-01-13
Cincinnati, OH
·Vonage

Re: Don't forget features...

said by rradina See Profile :

In the end, however, reliability finally trumped feature and prices. Call setup time on the cable VOIP is lightning fast compared to Vonage. (Vonage was taking almost 10 seconds to start ringing the other number.
Interesting, my vonage call set up time is about 3-4 seconds. Works very well! My other options are:

Cincinnati Bell $37.95 with no long distance (includes Voice mail and other features, like call waiting and three way calling.) I have this line for business and for the alarm system, with taxes, $50.12 per month

Time Warner digital phone - if bundled for 2 years, Voice Mail is additional:
Local calling only - $20.00 per month (plus taxes)
In State calling - $25.00 per month (plus taxes)
All of US, Canada and Peurto Rico calling - $30.00 per month (plus taxes)

Makes my $24.95 Vonage (plus taxes)= $30.91 for everything look pretty good!

Overall, I think a great value.

dennismurphy
Put me on hold? I'll put YOU on hold
Premium
join:2002-11-19
Parsippany, NJ
·Optimum Online


1 edit
said by rradina See Profile :

That said, the features on CABLE VOIP (Charter) just aren't the same. We miss "simulring" (ring two numbers at once, pick up on either) and the ability to make account changes on-line. If you want to shut off voice mail or change the number of rings before voice mail takes the call, Vonage had a near real-time web interface. I can make similar changes with my cable company but I have to call, they take 72 hours to apply the change and they charge me $5/change!
... that depends on your provider.

With my Optimum Voice (Cablevision) service, I can do all of those changes from the web portal.

We also have the simulcall service - Cablevision calls it "Find Me".

So, some cable providers are "more competitive" than others. At $29.95 for the first line, and $14.95 for the second, (all taxes included) I can't ask for much more than OV is providing!

Millenniumle

join:2007-11-11
Fredonia, NY

...

I was very happy with them. No outage problems. Excellent features. Very competitive price. It's a great product that on it's own merits should succeed. I only left them because I needed to cut costs (cable and internet).

I did go through their pain-in-the-butt cancellation and got hit $120 for all my pleasure. Nice!
abward

join:2004-07-14
Cary, NC
·VOIPo

Which is healthiest?

So which non-Cable co., independent VoIP, is in the best financial shape to survive for awhile, Vonage, ViaTalk, OOMA, MagicJack, xxx???

Where I live, the TWC Digital Phone is not that much of a bargain vs AT&T, and I would rather not have either.

citizensin
The Deacon of the Bipartisan Party
Premium
join:2001-06-19
Fayette City, PA

No Complaints

I've been with Vonage since they co-branded with Armstong Cable in the 2003. I married in July 2006, relocated and changed ISP's from Armstrong to Comcast with no problems.

Being a telecommuter, I spend 4-6 hours per day performing phone support for Point of Sale software with a large Home Hardware chain. In my 5 years with Vonage, I have no complaints.
radougherty

join:1999-07-23
Austin, TX
·RoadRunner Cable

Left because of not knowing the future

My wife had been using Vonage for her work at home line and over all it was working OK. A few gliches here and there but for the price we put up with them. However after seeing stories here about Vonage having trouble with refinancing some of their debt in the current financial meltdown we couldn't take the chance that one day we picked up the phone and Vonage was gone. So now using TWC voice, yea we're paying more but at least we know TWC isn't going anywhere in the near future.
Mannus
Premium
join:2005-10-25
Fort Wayne, IN

1 edit

Vonage just works.....for me at least.

Coming up on three years w/ the V. Currently on the 4.99 residential hold plan and no complaints. For my needs, it just works.

FromIllinois

@ameritech.net


thumbs down from:
dentman42 See Profile

[yawn] yet another Vonage doom and gloom piece of "news"

... Yep, it's that time again. It would seem like every other week or so, dslreports comes out with a fresh piece of "news" predicting the upcoming demise of Vonage, or reiterating ad-nausea how their churn rate is the problem, or how customer service is God-awful, or how trying to disconnecting is futile, or how bad the service is.

Don't you guys have something better to bring up as "news"?

I've had Vonage for 2.5 years, both in Houston and in the Chicago are. I've experienced loss of service probably something like three times, and even then I'm not sure whether it was because of the internet or Vonage itself (I was away from home and got forwarded calls to my cell phone). Great call quality (if you have enough bandwidth, of course), great features (simulring is just one), unbeatable regular price.

So, as far ass I am concerned, I'll keep them until they actually do go belly up, thank you very much. As for DSL Reports - please, speaking of which, let us know when they are dead and stop predicting their demise every 14 days.

BrewMeister

@olp.net

Competition is the real casualty

In my market, Cox WAS offering VoIP at the same rate as Vonage, only you still payed for long distance. This was an "introductory" offer. The monthly increased notably on the second year. Now they include LD, but it is still an introductory offer. It's also based on a "bundle" that requires you to have cable/phone/inet.

I work from my home as an IT contractor and have 4Gb DSL with fixed IP. Along with my telco phone line, I also have a Vonage line.

We had an ice storm that last year left many in our area without electricity for many days (3-8 days). My POTS line continued to work while my COX-phone friends died after 4-8 hour battery depletion. I also have a big UPS, so I could fire up my DSL for short bursts to browse.

Batteries give you the rated time initially, but that drops off. You also must replace those batteries every few years. Who is doing that? Are the cable cos going to knock on your door and replace them every few years?

Vonage can be backed up with your own battery backup...IF you are the type who is able and willing. Most Vonage customers will be fine without service when the juice is out. Besides, many have nothing but cordless phones anyway.

Cable VoIP is actually good. I recommend it to my business customers for its low price, but competition is better. Vonage should live. I like having more than two options.

jhacker

join:2001-12-11
Peoria, IL
·Comcast
·Vonage
·Comcast Digital Vo..


1 edit

Very limited business model

My experience with Vonage has been mostly good. I certainly enjoy having the extra features that I don't have to pay extra for. I've had problems with the equipment though. Plus, I can't stand their tech support based in another country. The big reason I would cancel though is because of their "un-fees". On the 500 min. plan, our $15 bill ends up being over $21. That's over one-third of the base price just in fees. This would be my major reason to cancel. I've been debating whether to move to Comcast Digital Voice. In our area Comcast doesn't charge this much in fees.

I think the big reason that Vonage has such churn is because of their limited customer base. First of all, you need high-speed internet service, which would be cable or DSL. Well, many DSL subcribers have to keep their landline so Vonage would be redundant. That leaves cable subscribers as a customer base. Well, most cable subscribers get that hard sell for the company's own VOIP. The others use cable internet because they're afraid that Ma Bell would make them get a landline. These people simply believe that they don't need a landline solution when they can rely on their cell phones.

EDIT: 11/11 7:00 for clarification

WiFi
It's In The Air

join:2002-06-06
NiagaraFalls

Why did Canadians pay more for the same service?

I've had Vonage for 18 months and like it a lot. I had my parents switch and the only issues we had with them were that someone at Vonage changed their 911 address without double checking accuracy, fortunately I have access to administer my parents' account and I found the error and Vonage customer service had it fixed in 24hours, that's too long but at least it was fixed.

My complaint is the high pricing in Canada. We have the same two packages as the US but they charge us more. That was OK when the US dollar was worth 40% more than the Canadian two years ago but everything swung the other way well over one year ago and our dollar was stronger. Only a few months ago did our dollar go back the other way and even today the exchange is only about 10%. We STILL pay 33% more than Americans. We don't get any more service for it and because it is VOIP, it is not subject to crazy hidden communications taxes that all other broadcasters/telcos have to pay to send/receive any form of communication in and/or out of Canada.

So, Vonage, if you want to minimize churn in Canada, try adjusting your rates for Canadians so we pay the same as US customers AND it would be nice if you credited us for the many months we overpaid.
--
Type slowwwwwwer.....I can't keep up!

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