Reader reviews Vonage and Voip.comThursday, December 21, 2006
Reader Kevin Deitrick wrote me to share his recent experience with Voip.com and how it contrasts to his previous VoIP service provider, Vonage:
I have used vonage for just over a yr and with 100% satisfaction I set up a virtual number and it was working in 48hrs the customer service was great I had a problem with the router well with one side of the phone hook up and there tech support walked me through troubleshooting it and switched it over in under 20 mins. I regret having to leave the company when I moved into an area that they did not cover. Unlimited usage real was unlimited my family lives in Michigan and my children call back there a lot I use aprox 3500 mins a month and with no complaints from vonage.Kevin also included a list of his first seven monthly bills with Voip.com that ranged anywhere from $21.45 to $55.03 and he says he received no explanation as to why there was such a difference each month. In addition, there were four extra charges of $40, $50, $40 and $50 that all happened within the span of one month, which he contests as explained in his review.
I switched to voip.com in june of this year and have had nothing but problems with there billing service and support. They billed me my normal monthly bill for 2 months then the next 2 months they billed me 50-40 plus my monthly bill and my bill is different every month. It took them over a month to setup my virtual numbers then because of my usage they threaten to switch my unlimited monthly usage to a small business and of course a month later they did. There prices are great but there only suggestions this is what I have been billed since June. There customer support is ok there respond times can be days sometimes sooner but not on average. I have lost many phone conversations while using there service even though my internet connection was still working good. When I inquired about the extra 90.00 a month charge they told me it was for the cost of setup and the router but now that I am going to cancel they still are requiring that I return the router or they will charge me for it again. I hope that you can warn you viewers of this policy of there’s before they make the mistake of following your advise as I did and tried this company and expecting the same service I got from vonage.
I welcome any official response from a Voip.com representative, either by e-mail or through the comments section, that clarifies this dispute and/or gives the other side of the story. A smart VoIP provider knows that in order to thrive in this business, it has to please its customers, knowing that word of mouth works both ways. I'm sure this case can be settled in an amicable fashion for both parties and I hope that I will have a more pleasant follow-up to post soon.
Disclaimer: The opinion expressed in the above quote is a 3rd party review and not necessarily the view of The VoIP Service Blog, which is an affiliate of Voip.com.
Have you had an experience with a VoIP service that you'd like to share? Leave a comment or e-mail me at voip_telephony [at] yahoo [dot] com and I'll publish your review or directly link to the review on your website.