Peter Gottlieb's experience with Vonage...
About 10 days ago I wake up to an email stating that they have upgraded
the firmware in my router and that they can no longer reach it. I was
instructed to reboot the network and if I did not have a dialtone to
reply to the message and they would send me a new adapter overnight, at
no charge, and give me a free month of service. I replied. Three days
later I called their tech support. Go through 5 levels of voice menus to
get a busy signal. 9 hours of attempts later I get in the queue and the
agent says he will send me a new unit, the old one must be factory
reprogrammed. I then receive "thank you" emails thanking me for my order
and that they have charged my credit card for the new unit plus shipping
and that they have a very strict return policy and I must ship back the
original unit "with all original materials including box, packing,
manuals and accessories" and do it with a service that has tracking. I
get the new box, install and set it up (which I doubt 95% of consumers
could do as it involves setting internet and DSL options) and lo and
behold, same problem! So I call tech support again, this time I was
lucky, it only took me 4 hours to get someone. This guy though knew what
was going on. He explained some of their servers have a problem dealing
with updating through the Westel DSL boxes and he would remove those
from the list that my account uses. He then gave me the box password to
do a "factory reset" and it reloaded both its firmwares from new servers
and after about 5 minutes it was running again. Obviously they did not
need to send me a new box.
Philip Greenspun's experience with Vonage...
Vonage sound quality was reasonably good for the first month or so and
then deteriorated with lots of static on every call. Filling out a tech
support form on their Web site resulted in an automatic email reply that
in the event of technical trouble I should consider power cycling my
cable modem and that if this didn't solve the problem, I should reply
to the email. I replied to this email and never got a response. I called
the tech support number and waited for about one hour on hold. They
decided to send me a new router, which arrived after about one week.
With the new router the static on my end was gone. But people whom I
called complained that my voice was barely audible and covered in static.
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