Unable to get Vonage voice mail password problem fixed
villandra
and receive calls with no problem, despite having to route through a
household router.
But I am unable to access my voice mail to set it up, and unable to get
customer care/ tech support to fix it.
I started at 7 AM this morning. Instructions said first I had to
activate my voice mail online. I went and activated it, set it up to
send messages to my e-mail, that sort of thing. And I reset my voice
mail password from the password that came from the account. Later I
was told by a customer care person I had to do that on the phone, but
it doesn't say that anywhere in the online instructions.
I couldn't log into my voice mail. I keyed #123, got prompted for my
password. Now, the instructions of how to enter the password in the
online instructions are variously vague and contradictory. It kept
telling me my password is invalid. Eventually sometimes it seemed to
start that message and then skip to a rapid busy signal. I tried both
the old password, and the new password, because the password change
utility had said that it can take some time for the password change to
be processed. I also entered each password both with and without a #
at the end.
I asked on Vonage's online forum what to do. I got told, disable your
voice mail online, a few minutes later, reactivate it. So I did so.
While I was at it I changed my password once again - to the same
password.
Now, it is not possible to incorrectly change a password because you
have to type the new password in twice. It never asks for the old
password.
I waited a little and tried again to access my voice mail. Exactly the
same results. So I called customer care. After a runaround and a ten
minute wait, I got some Indian sounding guy with a terrible attitude.
Eventually he went off and checked, came on the line and told me that
neither the original nor the new password is a working password.
Fine, I said, reset it. Well, he wasn't willing to do that. He said,
it might be in the middle of processing the change, so you have to wait
for an hour. Then if it isn't working call back and we'll change the
password. He also said that in order to get to tech support without
going through an intermediate step, choose teh option for no dial tone.
So I went shopping, and came back two and a half hours later. Still
couldn't get into voice mail with either password. I called customer
care. I picked the option for no dial tone, explained my problem, and
got told I had Installation (?!) and was transferred to tech support.
I waited on hold for ten minutes. Then someone said "Hello" and
dropped the call.
I called back. I argued with "Robert" who answered and said I'm not
going around it again give me tech support I don't care where it is or
what you are. Finally he transferred me, and I get told there is a 15
minute queue. After a full 15 minutes, "John" came on the line. John
went around it with me for almost twenty minutes, making me repeatedly
access my voice mail and enter my original and my new password and
prove to him neither works. He'd go off and talk to someone and then
come back and tell me to enter the passwords again. Of course it kept
not working. And he had to call me on my cell phone, which has like 75
minutes for $25 for two months, to make me do this. Phone is now
nearly out of minutes and I don't even have the rent!
AFter all this he refuses to reset my password. He said he could
access the same utility on my web site if I gave him my log
information, otherwise he can't reset my password. He tried to get me
to go into my web site and reset the password to something else! I
said, no, I'm not spending my day calling you every hour and waiting on
hold for half an hour.
So finally he referred it to "tier 2 support". Not, he transferred
me, to the people who can help, after putting me around it for hours.
No, they have to call me back. He didn't ask when I can be called
back, nor tell me they are only there weekdays between 9 and 5, but
that is what I have gleaned from surfing the web. Now, I work between
9 and 5, like most of America, and due to security restrictions where I
work I can't ahve a cell phone on and can't receive calls. I can call
out, but I can't make calls that last for hours until you even reach
who can help you.
I've never dealt with any service that required a password where tech
support couldn't reset the password, at tier 1. Or even by customer
service.
If anyone knows a way I can fix it, please contact me.
Meanwhile, I can't recommend Vonage to anyone until they minimally get
it together.
Yours,
Dora Smith
Richard Bodo
O.K. another negative review of Vonage from someone new to VoIP.
You might try www.broadvoice.com. I'm not inexperienced but I've had good
luck with them.
-Rich
Telephonyware - Intelligent Telephony Solutions
1-866-864-2304 | 1-408-331-1971
http://www.telephonyware.com
