Not so free 12voip - Confusing

I believe I have read the 12voip rules quite carefully.
It says that if I buy €10 credit I will get 120 free days.

I went to make the purchase and found 2 options
120 free days or €10 credit

I could see no indication of exactly what I would get on each option
If I bought 120 free days did that mean that I would only get 120 free days but no credit.
Well it does say if I buy €10 credit I'd get 120 free days so thats the option I chose.

I was quite upset to find I was being charged €0.01 a minute for each call AND the same for toll free (0800) numbers.

I straight away wrote using their website email and it was ignored.
I tried several times and each time I was ignored
I simply want what I should have been signing up for. I wanted them to put it right.
I think its a poor way to treat customers by ignoring their concerns.

I agree with their policy not to respond to questions covered by their help pages but my concern is not.

Meanwhile I need to use the phone and the amount I am complaining about is slowly dwindling. I am not a happy customer and its my impression that they don't care

Hi Dale and welcome to Voipuser

Its owned by Network Solutions and their contact info is here ...

http://www.ctins.com/contactus.html

Since they are US based it's quite possible they haven't set UK 0800 up properly and are still charging for it.

There is no such thing as free calling, someone somewhere pays for it. The best thing about VoIP is that you can keep on trying different providers until you find one you do get along with. Take a look through the sticky lists at the top of this forum section.

gray :

Hi Dale and welcome to Voipuser Its owned by Network Solutions and their contact info is here ... http://www.ctins.com/contactus.html Since they are US based it's quite possible they haven't set UK 0800 up properly and are still charging for it. There is no such thing as free calling, someone somewhere pays for it. The best thing about VoIP is that you can keep on trying different providers until you find one you do get along with. Take a look through the sticky lists at the top of this forum section.

]
Thanks for the response.
I thought that it was now owned by the German company Betamax.
Whichever,I find it very rude of them to ignore my emails
I think its wrong for a company to be in business and taking our money without offering any customer service whatsoever.

I recently fell out with another VOIP company Vonage and still battle with them to get back money due to me but at least they hava a toll free phone number so I can speak to a human being whenever I need to.

I'm suprised I dont hear of more people complaining

I just did a visual IP trace and found that 12voip.com is owned by a Dutch based company called V2000 B.V.
v2000.nl
003110-2692821
Weena 290 Rotterdam, ZH 3012 NJ NL

Did you do this?

*in order to call a person in one of the free destinations, you have to add this person to your contactlist

dibsmft :

Did you do this? *in order to call a person in one of the free destinations, you have to add this person to your contactlist

Sorry, I don't understand the question

Quote:

I thought that it was now owned by the German company Betamax

The domain name resolves to US based Network Solutions and interestingly they have named their VoIP server 'Betamax'. Betamax itself was absorbed by Finarea SA a while back but you are right, these guys are also part of the same group.

They now feature on this chart and you can see some comparisons between their services...

http://backsla.sh/betamax

Their accent is on low call cost as opposed to customer service - it seems its not possible to have both !

Hi,

dibsmft is right, you have to add the number you want to dial to your contact list. After that land line calls will be free of charge if you have bought free days.

Its a stupid procedure, but it is necessary for 12voip.

Arpad

Yes, I is all explained on their website. I suspect that we could really do without these complicated arrangements that confuse users (especially those that do not read english any better than I read german for example!).

dibsmft :

Did you do this? *in order to call a person in one of the free destinations, you have to add this person to your contactlist

arpad.pandy :

Hi, dibsmft is right, you have to add the number you want to dial to your contact list. After that land line calls will be free of charge if you have bought free days. Its a stupid procedure, but it is necessary for 12voip. Arpad

I did this with every call I made and was still charged.
When I read all about the service I found it all very encouraging but when I went to sign up it wasn't so clear as to which option to choose.
I chose wrong by mistake and lost out on the free calls possibilities.
I dont think that these guys thought everything through when setting it all up.
Things could have been made a bit clearer

Not free at all. That very same happened to me and contacting them is goes with the wind somewhere...I paid in euro yet I don't use euro nor need to be using it where I live or need to call. SO MUCH FOR THAT! I'm sure lots of people got into this NOT 'free' calls.


[quote="my-com-puter"][quote="arpad.pandy"]Hi,

dibsmft is right, you have to add the number you want to dial to your contact list. After that land line calls will be free of charge if you have bought free days.

Its a stupid procedure, but it is necessary for 12voip.

Arpad[/quote]
I did this with every call I made and was still charged.
When I read all about the service I found it all very encouraging but when I went to sign up it wasn't so clear as to which option to choose.
I chose wrong by mistake and lost out on the free calls possibilities.
I dont think that these guys thought everything through when setting it all up.
Things could have been made a bit clearer[/quote]

You completely right! NOT SO FREE AND CONFUSING....
After using voipdiscount for a long time, I decided to move to 12voip because of the rates..
When you decide to buy credit you get 2 options, what's confusing. So you go back to main page and read the instructions again and I quote:

"12Voip rules^ top
Yes we do offer a FREE service, but to keep it this way there are some rules;
Before you buy credit we allow you to test our service to various popular destinations for FREE.
After having bought your credit you can call our FREE destinations for 4 months! IMAGINE... FOR JUST 2,50 EURO PER MONTH!
- when you run out of FREE days (the 4 months) the normal rate will be charged for these destinations. But of course you can buy new credit and you will get another 4 months of FREE calling." ( end quote)

And I have been calling people already added in my contact list, imported from voipdiscount! But of course it's nonsense because I have the message at the main window of 12voip: " your free days have expired; normal rates will be applied" AND I JUST BOUGHT CREDIT AND HARDLY USED THE PROGRAM! so dibsmft iISN'T right, there is no procedure just no clear rules and in my opinion on purpose!

And I never got a reaply from customer service ( why do they call it "service"?)

No wonder Skype remains more popular even with higher rates!

my-com-puter :

I believe I have read the 12voip rules quite carefully. It says that if I buy €10 credit I will get 120 free days. I went to make the purchase and found 2 options 120 free days or €10 credit I could see no indication of exactly what I would get on each option If I bought 120 free days did that mean that I would only get 120 free days but no credit. Well it does say if I buy €10 credit I'd get 120 free days so thats the option I chose. I was quite upset to find I was being charged €0.01 a minute for each call AND the same for toll free (0800) numbers. I straight away wrote using their website email and it was ignored. I tried several times and each time I was ignored I simply want what I should have been signing up for. I wanted them to put it right. I think its a poor way to treat customers by ignoring their concerns. I agree with their policy not to respond to questions covered by their help pages but my concern is not. Meanwhile I need to use the phone and the amount I am complaining about is slowly dwindling. I am not a happy customer and its my impression that they don't care

Are you sure? Did you call them?
I will call them first thing tomorrow!
Thanks

my-com-puter :

I just did a visual IP trace and found that 12voip.com is owned by a Dutch based company called V2000 B.V. v2000.nl 003110-2692821 Weena 290 Rotterdam, ZH 3012 NJ NL