Back when I was handling the logistics of moving from our Glen Avenue pad to our current digs, I learned that SBC would not allow us to keep our land line phone number when we moved. It didn’t make a whole lot of sense to me given that we only moved like three miles. But whatever, water under the bridge.
The only cost-effective solution to retain our number was to abandon SBC (gee, that wasn’t a tough call) and go to a VOIP provider. I’d been investigating VOIP but really hadn’t given it much serious thought…figured I’d give it a few more quarters to mature. But my hand was forced because I really didn’t want to give up my phone number.
In came Vonage. They were and still are the largest VOIP provider (or at least the one with the biggest marketing budget) but I was hesitant to pull the trigger since reviews were mixed at best. Some people hailed them as the great savior from traditional telcos, while others spat on their necks. Going to VOIP was certainly much cheaper than throwing money at SBC/AT&T every month so I figured, what the hell. On March 11, I signed up for their service.
Things started smoothly, but I quickly came to realize that Vonage’s implementation of VOIP was still far from being ready for prime time. For no particular reason, incoming calls wouldn’t connect properly. Our phone would ring and the caller ID would work, but answering the phone wouldn’t connect the two parties. Other times, the Vonage router would seem to go down in flames on its own. Whenever I’d call tech support, I would barely be able to understand the folks in their outsourced call center. Somewhere down the line, the basic task of getting a dial tone was getting unreliable.
On the plus side, call quality was pretty good when it worked, we got tons of calling features, and it was a helluva lot cheaper than our previous traditional phone service. But the unreliability was the killer. So as I was browsing the SlickDeals.net forums (one of my vices) one day, I saw another VOIP provider, SunRocket, running a ridiculous promo. They were coughing up 2 years of unlimited service for $199. Holy Hand Grenade! They typically offer 1 year for $199! On it like white on rice.
This is the point where Vonage really started to piss me off. To cancel within 12 months of activation, they ding you $39.99. Not cool, but I’d get over it because I’ll be coming out ahead with SunRocket. Then on top of that, if you cancel within the first 90 days, they ding you with an additional $59.99. What really set me off is that I couldn’t cancel today, on the 90th day. Their reps claimed I had to cancel on the 91st day. But their call center would be closed over the weekend so I really couldn’t cancel until Monday, when a new billing cycle kicked in and I’d have to pay for another month of service that I wouldn’t use. Farking idiots. At this point, I skipped customer service and called directly to Vonage headquarters in New Jersey to complain. Amazingly, someone got back to me and after a bit of shuffling, agreed to credit me for the $59.99 and cancel my account today.
So thanks for getting me to the resolution that I wanted, but too bad that it took all day to get there. Hopefully things will turn out better with SunRocket.