Vonage Complaint - Poor Quality Telephone and Customer Service
SPRING, TEXAS -- I signed up for Vonage telephone service several months back. From the start the line quality was poor (static), when I contacted customer service they were very helpful in blaming the ISP and tweeking the modem to make line quality to an acceptable condition. Line quality seemed to have improved but my internet streaming lost conductivity on a regular intervals. Since my telephone service took priority over the internet connections, I accepted it.
But as time went by I found that the service was not like my previous land line (as they promote). Dropped calls, outside caller unable to called me or if connected they were unable to hear me ( I can hear them). I called customer service and they insisted that it was the internet service provider (TWC). I contacted the ISP and they said that it was Vonage. I just did not have time to spend waiting on queue for 20-40 minute to talk to customer service from either vendors and being told that the other vendor was at fault.
So, I decide to cancel my Vonage service and go with TWC phone service. TWC informed me that as soon as the phone # transfer was complete that they would contact me, week later, I contacted them and was told that the # had been already switched.
I immediately called Vonage to disconnect service with them on or about Feb 13, 2007. Had to jump through hoops just to get to the disconnect department. I explained to them why I was cancelling their service and they indicated that I never contacted them with complaints and that I was lying. By this time I was furious, I asked them how I could have known how to make the settings adjustment if I had not been in contact with them. I did not care what they offered me (free month service) to dissuade me. They threaten that I would loose my telephone # if I cancelled now. I told them to discontinue my service and refund my credit card and hung up.
At the end of the month, charged again for services ( for March). Again, I contacted Vonage and went through their hard to access disconnect dept. again turned down their varies offers and demanded that my service be discontinued and my credit card credited for unused portion of Feb. and new charges for March.
Today, I received notification from my credit card company that Vonage again has charged my account for the month of April. I contacted Vonage and was put through the same frustrating “BS” that I went through the two previous occasion and finally decided to contact my credit card company and the State Attorney General office.
I have had TWC phone service for 1 ½ months and have had absolutely no problems with it.
Vonage is a company with very poor quality service and a customer service that promotes frustration.
Stay away from them…….