Complaint Review: Vonage

I signed up for Vonage and was happy for a few months. Then the problems began. Whenever I tried to make a long distance call, I just got a busy signal. this lasted for several days. I called the company from work, and after many buttons and long holds while loud rock music played in my ear, I got assistance from a heavily accented and barely intelligible woman who insisted that I callf rom home so that she could direct me with theprocedure that would "correct the problem." She seemed unable to understand that my phone would not work at home,a nd that was ehy I was calling! Finally after several tries she gave me directions to unplug this and that and wait and then hook them all back up. I called home and my husband did as she asked, with no success. I called back. A heavily accented man came on after more long holds. He dissappeared for a while and told me the problem was fixed. So I called home to find that the problem was not fixed. So I called the company back and after more long holds I was hooked up to another difficult communicator who dissappeared to find someone who could help me. Very long holds, and phantom person never comes on the line. Finally I hung up and researched another long distance carrier. I called Vonage back to tell them that I was going to discontinue my "service" and explained why. I got an english speaking woman who was very accomodating except for the very long holds that were required to cancel my service. When she came on for the final time, she sweetly informed me that I was now disconected andit would cost 41.00 plus change. Of course I started screaming at her tha tthey were charging me to disconnect after offering such poor service! I asked to speak with her supervisor and she told me that she had none. I asked to speak to anothe remployee, and she told me that no one else would. My daughter had a similar problem except that she couldn't get calls in...ever. Each caller got a message saying the call was being forwarded to voice mail, which my daughter did not have. When she called Vonage they informed her tht she was not signed up to vonage, but the maessage indicated vonage! They charged her more than 40.00 to disconnect what they claimed she did not have! Don't use vonage!

Gayle
Island Pond, Vermont
U.S.A.