Vonage Complaint - Vonage Customer Service Nightmare
Avoid Vonage, they are not able to fix problems that THEY create which may require special attention:
First off, if you enjoy speaking to someone with a thick Indian accent named Steve, Glen, Randy or Beth, then this is the right company for you. Oh, and add that they repeat back everything you say to them (in monotone) peppering the feedback with "I understand" and "I'm sorry". I don't care where there call center is located, nor whom I am speaking to as long as I can understand them, they can understand me and most importantly, they can actually offer customer service. Vonage falls short on all accounts.
On 11/27/09, to save a few bucks I decided to switch my two phone numbers from Comcast to Vonage. Savings would be about $10 per month (combined). Sara, who by the way was in the US (new service calls go to a US call center), took my order and assured me that there would me no downtime for my numbers, that at no point in time would a caller even know that I changed phone carriers. Nothing could be further from the truth. Today is 12/19/09 and one of my two numbers has been "disconnected" for 11 days. Callers hear, "I'm sorry, this number has been disconnected".
Apparently, Vonage requested the porting of only one of my two phone numbers. Since I was receiving a combined rate on the two lines from Comcast, Vonage having ported only one, caused the second to be disconnected. Further, when a number is disconnected, it goes into some sort of limbo where no company can port it. (btw: port means transfer). To make matters worse, the non-customer service that has ensued is only through call centers in India. Note: the call quality to these call centers is horrible. Customer service call center = Bad connection, thick accent, inability to fix a problem that is out of the norm.
Bottom line: After 22 days, over 8 hours (combined) on the phone with Vonage, I still have a disconnected number. Vonage is not capable of providing assistance when something out of the ordinary happens when transferring (porting) a phone line. The Vonage CS personnel have told me on 3 different calls to wait 3 days and call back. They do not have the capability of having one CS person follow through on a problem (call back a customer, keep track of an unresolved situation, etc.). IF something goes wrong, you could be without phone service and callers receiving a message that your number has been disconnected. Again, it's been 22 days for me.
I made a huge mistake moving from Comcast
Note: I have called Comcast in an attempt to facilitate the reconnection of the second phone line and transfer of that line to Vonage. Comcast's repair, customer service call center is in the US, and I have a representative I can contact directly. That representative has told me that there was only one day when my number was unavailable for transfer and Vonage has not requested a porting/transfer since their first attempt. This contradicts everything I have been told by Vonage.