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Monday June 18, 2007 8:30 am

Vonage Keeps Changing Our E-911 Settings To An Incorrect Address


Vonage E-911Vonage E-911 isn’t helping us at all in our home. For some reason, despite inputting the correct address over and over, Vonage automatically changes it to a completely different address. One that isn’t even in the same city, in fact. At first, it was an annoyance. You see, when we signed up for Vonage, we gave them our address and thought that was that. A couple weeks later, we got a confirmation email saying that the address we submitted was accepted - however, in the email, it listed an address we had never seen before. Odd, we thought. We changed it back, and went along on our way…until a couple weeks later we got the same email. Our change has been accepted, but…again, Vonage changed our submission to that same address in a city that is ten minutes from where we have service. We changed it back, and dropped Vonage a support email. We never heard back from Vonage on support. However, two days ago we needed to call an ambulance to rush our 3-year old to the hospital in what was a life-threatening situation. Fortunately, the 911 operator has our correct address come up on her screen - something that when you are in the midst of an emergency, you don’t want to take the time to have to recite.

However, the day AFTER that frantic 911 call, guess what we found in our email inbox…


Yup, confirmation from Vonage that they accepted our E-911 address settings, again, set to the wrong address. Basically, this means that if we had to dial 911 one day later, paramedics would have had to have been rerouted from the address they were provided when we called in, which is over 10 minutes away, to our home - all thanks to Vonage and their incompetence in designing a fool-proof E-911 system. And you wonder why we say that Vonage customers are screwed?

You can believe that Vonage will be hearing from me again, and this time, not just in what seemed to be an ignorable email support request. Our recommendation? If you have Vonage, check your E-911 settings to be doubly sure that Vonage has them set correctly.

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