I have a small business with five telephone lines. I use two names for the business. One is for my wholesale customers and the other for my retail customers. This protects my wholesale accounts. As a result, I have two separate "hunt groups" where a person calling one number that is busy will automatically roll to another line. This has worked for years with QWest.
I moved two of my lines (one of the two hunt groups) to Vonage in September of last year. I did not move all because I wanted to test their service. On Friday, May 19 I went onto their website to move the other two lines.
Immediately after signing up and paying the $30 per line activation fee, I went to set up the second hunt group. I found I could not, so I called tech support. I was told that the only way to do this is to establish a second account and have the second hunt group on that new account, but that the customer service department would have to do this for me and they were closed for the weekend.
I called customer service on Monday, May 22 and was put on hold for 45 minutes. I had to hang up as I had customers of my own to serve.
I called again on Tuesday, May 23 and was told that the only way to establish a second hunt group was to pay a cancellation fee of $40 per line and then repay an activation fee of $30 per line again. I elected to cancel the lines without reestablishing a new account.
I am reporting this company to the Washington State Attorney General and would invite any other Washington State residents who have had problems to do the same.
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