My Vonage Experience

Before this happens to you, please read my experience and save yourself the frustration.

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About three weeks ago I called Vonage customer service center to ask questions about Vonage service and to see if it would work for our family. I talked to Jill in the service department. I asked her questions about the service, billing, etc., but most importantly I asked her specifically if the service would work with our current setup with Qwest. My concern was that our DSL comes through our main phone line, through our wall jack. I wasn’t sure how that would work. Jill assured me, verbatim, that "Congratulations, Vonage works seamlessly with Qwest."
I signed up online within a few days, authorizing the transfer of my existing phone number. I felt confident because Jill had assured me all would be well.

I received the Vonage startup kit within a few days and, because of our current DSL setup, wasn’t sure how to set it up. The instructions didn’t really cover my current setup. I found that odd because of her reassurance of how Qwest worked "seamlessly". I had to call technical support. Initially I was connected with a support technician who told me that I did not need the connection from my phone wall-jack to my modem. I tried to explain that that is how we get our DSL. If I disconnect the wall jack from the modem, I would have no DSL and nothing would work. Again he told me we didn’t need it. As I tried to explain to him why we did need it, I was disconnected.

I then called back and spoke with Christopher Flores in technical support. He walked me through the setup. I told him what the previous tech had told me, and Christopher apologized for the previous tech, and we carried on. He was able to get the phone connected to my Vonage line working. He was very helpful.

At the end of the call I asked him what would happen when the phone number transferred. He didn’t understand what my concern was.

Today my phone number transferred. My computer is in our downstairs office where there is a phone connected through the Vonage line. I heard that phone ring, and realized the transfer had completed, but now how do I make all of the phones in my house work? THIS is what my original concern was that Jill had told me would be just fine. She said once the number transferred, all phone lines would be populated.

Again, I called customer support. She told me to disconnect the phone lines from my phone box. I told her that if I did that, my DSL wouldn’t work. After a long pause she told me that Vonage would NOT work with my current setup because my phone line is what brings my DSL into my home. She transferred me to customer care to cancel my Vonage account – the one I had never used.

Now, it has been two weeks since I signed up with Vonage. That’s how long it took to transfer my phone number from Qwest to Vonage. I only have 30 days to cancel this service. If I cancel it today, I am without phone or internet service until the number transfers back, which Qwest says can take up to three weeks. That would mean that I would miss the deadline for canceling Vonage and getting my money back. So, what’s my alternative? I have to get an entirely new phone number with Qwest so that I’ll make that 30 day deadline with Vonage, and also so I won’t lose my phone and DSL service for two weeks while they process the transfer. I can’t even use dial-up as a backup because I’ll have no phone service.

Keep in mind, Vonage has ordered a transfer of the phone number that also carries my DSL line. They’ve cancelled my DSL, therefore making their service inoperable once Qwest completes the transfer sometime today.

Thank you Vonage. I will be spreading the word...once my new number is connected.