Vonage Internet Phone Service

Vonage Internet Phone Service

I signed up for Vonage Broadband phone service about a month ago. When I signed up on line it took about 5 minutes to complete the process and they of course immediately charged my credit card $ 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 for Vonage I sat on hold for 45 minutes before anyone picked up the call. I was connected to a tech who 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 and a UPS return label. A few days later I received the new router and the return label. Hooked up the router and again it did not work. I once again called customer service and sat 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 tech, he again spent about an hour trying to get it to work. After attempting everything he advised the same thing as the last guy. New router and UPS label for the bad one. One more time, a few days later and UPS promptly delivers the new router and the return label. Hook it up.....you guessed it....nothing. Got on the phone again. 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 1/2 an hour. Advise my issue and that I want to cancel and get my money back. The guy on the phone is practically begging for me to re consider. 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 ask to speak with a 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!! I call back 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 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 the old fashioned way. No one has responded to me and I am still out my 72.00 from sign up! This is the absolute worst customer service experience I have ever had with any company. I am glad that I discovered the issues before actually finalizing the transfer of my phone number and being hooked for monthly charges for service that I'm sure would not be what it is advertised to be. Skip J

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