Just a heads up for anyone thinking of dealing with/currently a customer of Vonage Canada. Before I continue, let me just say that as far as service goes I’ve been nothing but happy with Vonage. I’ve had them in my home for two years and every step of the way I’ve enjoyed it.
My wife and I have subscribed to their Unlimited Plan at $39.95/m since the inception of our service. Recently we realized that we weren’t even coming close to the 500 mins/m allotted by their $19.95 basic service plan and decided to downgrade. The service is billed a month in advance and we had made a payment yesterday for the upcoming month at our previous rate. No problem, we figured — they’d simply give us a prorate credit for the difference when we called to downgrade… right?
Nope! According to the customer service representative, Vonage has a no prorate policy. His argument was that Vonage sells service a month at a time, and that’s what we paid for. Ok — I can handle that. So I’m still on the Unlimited Plan until my next billing cycle since I’ve already paid for it, right?
Wrong again! The downgrade is effective the moment we request it. I asked what would have happened if we had wanted to upgrade in the middle of the month instead of downgrade. Would I be getting the upgraded service at no extra cost for the remainder of the billing cycle? Turns out the “no prorate policy” doesn’t apply in that situation. They’re more than happy to prorate when it puts money in their pockets, just not when it takes it out.
After all of this I was told I’d be charged a $12.99 fee for downgrading. Given that I’d essentially handed them $20 for free, you figure they’d at least wave the downgrade fee. Turns out they will, but not without a fight and not for the full amount. By the time I was done I ended up paying $3.83 to get the downgrade put through.
It may not be my happiest post, but I thought I should get the word out in case anyone here was on the fence about Vonage service. Like I said– I’ve enjoyed the service itself, but it’s best to know what you’re getting yourself into.