I signed up for Vonage Broadband phone service about a month ago. When I signed up online it took only 5 minutes to complete the process and they of course immediately charged my credit card for $72.00. Within three days I had the vonage router to connect to my home network and supposedly begin using the service. I hooked up the router and nothing worked. When I called customer support of Vonage I was on hold for 45 minutes before anyone picked up the call. I was connected to a technical support executive that spent the next hour trying to get the router to work. When it didn't he advised that he would send me a new router. A few days later I received the new router. I hooked up the new router and again it did not work. I once again called customer service and they put me on hold for another 45 minutes. This was after I had to try every selection on their horrible phone menu before I got one that was not ringing busy. When I finally got the technical support person, he again spent about an hour trying to get it to work. After attempting everything he advised the same thing as the last guy for router. Same problem with busy signals. By now I have no interest in keeping this service and just want to get someone that will cancel it. I was finally able to connect to the billing line after being on hold for about half an hour. I explained their customer service executive about my issue and told him that I want to cancel and get my money back. The guy on the phone is practically begging for me to reconsider. I'm told that I can't get any money back until I return the router and pay the $44.00 termination fee. This was ridiculous. I asked to speak with their manager. I'm told there are none there. I tell the guy on the phone that I want a UPS label to send back the router and I'm not paying a termination fee for service that I didn't get. The guy hangs up on me. Then I gave a call once again and get someone else after going through the same routine with busy signals and holding. I am able to get someone who promises me a UPS label and that there will be no termination fees once they get the last router back. Vonage has now had all of their equipment returned and I am still getting emails advising me that they are trying to bill my credit card the $ 44.00 towards termination fee and it won't go through. I advised my credit card company not to accept charges from this company. I have been calling, emailing, and writing letters continuously. No one has responded to me and I am still out my $72.00 from sign up money. This is the absolute worst customer service experience I have ever had with any company.
Datson
Holmdel
NJ,United States