Vonage Review

I was with Sunrocket for almost 3 years and had been happy with my service for the most part.  When I started having problems with Sunrocket, and their great customer service had gone downhill I considered a switch.  A friend informed me Vonage had a deal going for referal if I signed up both of us would get a free month service and a $50 American Express card.  I had to stay in good standings for 30 days to be eligable for the card. 

I quickly jumped at the great offer, and soon after found out Sunrocket filed bankruptsy.  I stayed in good standings for 6 months now, but have yet to see my $50 Amex card!  I have called them 3 times to find out why I'm not receiving it, and even e-mailed them once. 

In the e-mail I was told when the referal was sent I was to send them my account number and my mac id of my equipment to sign up and receive the card.  I asked them how I could provide an account number and mac id for equipment I had yet to order, that question is still unanswered by them.  I wound up calling to talk to someone who informed me that was incorrect, and they'd get it taken care of.  Each time I called I was told the same thing, that they'd e-mail me within 24 hours to inform me when I should expect the card.  The e-mails never came.  It's funny, their billing e-mails go through, their survey requests go through, but sending me my $50 amex card?  My e-mail address must be wrong.  The last time I talked to someone they were going to call me within 24 hours since my e-mail was not working correctly they said.  Hmmm my phone service must not either it's been a month and a half, no phone call.

I recently filed a complaint with the Better Business Bureau over this issue.  I received an e-mail from Vonage Corporate with a file that said they reviewed my case.  Nothing more, nothing less.  Still waiting to hear the results.

While I did have the above issue, the service has been great.  Clear sound, all my calls go through and they have a large number of features.  Except for outsourced customer service issues, Vonage has been good and I would recommend them to others.

Also, note the terms of service when you sign up!  When you sign up you're expected to stay for 1 or 2 years, last time I checked it was 2 years.  If you do not stay with them, you will be charged $40 per line, as of last check.  It is hidden deep in the terms of service, and they do NOT tell you about this when signing up, even if you ask, they mislead you into believing there are no extra charges.

I have now dropped them after my 2 year required term, and gone to Comcast.  Since I have had frequent calls to lower my rate, and assure me I could get better customer service.  It's odd, you call for a problem get someone who doesn't speak english, but you call to cancel, you get someone who does, and tries to convince you to stay.  Vonage had their chance, no thank you.