Vonage Reviews


Vonage Average User Rating

Based on 426 Reviews

Vonage is a hosted VoIP service provider that provides Business VoIP and Residential VoIP service to people and businesses around the world. As one of the oldest VoIP service providers around Vonage provides Hosted PBX PBX VoIP service to millions of businesses and customers across the globe. Please find Vonage reviews below from current and former customers, or write your own if you have used Vonage.

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426 Users Reviewed Vonage on www.voipreview.org

Vonage Review: hightly recommend their service

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

voice quality, customer service, plans

The Bad:

none

i have been using vonage service since past 8 months and i have been extremely happy with their service. Voice quality is excellent and customer support is amazing. i would hightly recommend their service.

Vonage - A Customer Review

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

I've been with Vonage for more than three years. I live primarily in Mexico and the sound quality and service is really quite good here using a DSL connection. The fact that when I am traveling I can take the adapter and use it pretty much universally is awesome.

The Bad:

Customer service is absolutely the worst of any company I have ever dealt with. If you need customer service, you must repeatedly call until you get a rep in the U.S. (those in India have absolutely no idea what they are doing). The pricing for Vonage keeps rising to the point that it is no longer affordable.

When I first got Vonage, I thought it was great. Call quality was nearly as good as a land line, features were excellent, and the ability to take the adapter with you while traveling was appealing. I am in Mexico much of the year, and to be able to call the U.S. and Canada for free (and to have family and friends be able to call me here without facing international charges) is great. The router has been reliable.However, since I first signed up with Vonage, many other VOIP companies have surfaced. And as Vonage's rates have increased substantially (12.5% just in the past year), rates from the other companies seem to be more in line with what a VOIP provider should charge. My annual bill for Vonage is going up to $270 (prepaid for one year) from $240. As I am shopping around, I am seeing other companies with higher customer satisfaction ratings charging less than half that. My current contract is up in July, and I will likely switch to another company with better customer service ratings and lower costs. If anyone living in Mexico has had experience with other U.S. based VOIP companies, I'd like to hear from you.

Re: Vonage

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Great features, especially the ability to ring your wireless phone simultaneously (never need to give your cell number again) and use your cell number as a back up if your internet goes down; very strong customer service; couldn't be easier to install (just connect the router -- that's it). Had this service for 8 months and have never had an outage or a problem.

The Bad:

Router is really limited compared to other VOIP routers, like the Linksys SPA3102; hefty disconnect charge.

I can't say anything significantly bad about this company or its service, except that the disconnection charge is substantial. It seems a little pricey, but for the service, you can't beat it. I thought the basic plan wouldn't afford me enough minutes/month, but I never come close to using all of my minutes. The premium plan really isn't worth the money unless you make a lot of overseas calls (at least one or more long calls per week). As for the reviews that call Vonage a "trap" and say their customer service is poor, I've never had that experience. They respond to email within hours, and they actually answer their phone!!!!

Great Offer - Two months free - Unlimited calls to India

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

FANTASTIC SERVICE! LOVE THE SAVINGS. HERE'S A GREAT COUPON TO GET YOU STARTED!!2 MONTHS FREE of Vonage Phone Service.+.FREE ACTIVATION.+.FREE ROUTER! Go to: http://www.vonage.com/friend Under "Redeem Now" enter the code 2013771689 . Enjoy your TWO FREE MONTHS of service - pick whichever service you like! ENJOY!! and Enjoy the unlimted calls to India and other countries by selecting 24.99 plan...

Vonage is solid, reliable service

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Vonage provides solid, reliable VoIP service. The service carries the most popular phone features that residential users desire, and is squarely aimed at wooing those still using traditional phone services (POTS) from the big companies like ATandT, Verizon and Qwest. They do offer nice features such as delivering your voice mail to your e-mail, and even voice-to-text transcription. Exceptional technical support is available for those who have technical issues with their equipment.

The Bad:

The two most frequented complaints are unfortunately the most true. First, customer service can be an issue, especially if you're speaking to an agent outside of the United States. I've experienced better technical support in general, but with VoIP there are MANY providers who have far worse customer support. A fair assessment of customer service is "it depends who you talk to." The other issue are the fees. These have been steadily increasing over the last few years, and come from three sources: Increased fees of services; increased federal, state and local taxes and fees; and inclusion of FCC-allowed "recovery fees" that all communication providers (phone, Internet, cable, satellite, etc) are allowed to include. Over the last two years my non-service related fees have increased from roughly $3/mo to $6/mo. Vonage does have a limited range of devices that you can use with their service, which makes things both slightly more expensive as well as limits customer choice. The upside on this, however, is that it reduces Vonage's support costs and allows their technical support to quickly resolve issues when not having to deal with a myriad of devices and set-ups.

I've been a Vonage customer since 2004. Back when Vonage started there was almost no competition, today there are many options and challenges for VoIP providers, including Vonage. Vonage's main advantage is that they have been in the game long enough that they have been able to establish solid, fairly reliable service. Everybody is going to experience occasional issues, so it is important not to flip out over it, but instead take everything in stride. While there are many other providers who can undercut Vonage's prices, be aware that with many of them (maybe most of them?) that you may also "get what you pay for" with less-than-stellar phone service, customer service, technical support and equipment. One good thing that can be said for Vonage is that they are consistant in every area - both good and bad. As for me personally, I've only had two issues with my service in the last five years, both of them related to the Vonage ATA going bad. I have had one good experience (a device shipped to me overnight -- call went in at 10PM on a Tuesday and device arrived at 8AM on a Wednesday) and a mediocre experience (took 5 days between Vonage and UPS foul-ups to get me a replacement device from Fri-Tues). Both of those can be blamed squarely on customer service. Overall I do not have many issues with customer service, based in part because I work in customer service for a living, I know how to talk as well as discuss "the art of the deal". But when things have been bad, they can be VERY bad and I end up escalating the call to a supervisor or account manager to resolve. Technical support, on the other hand, has always been rock-solid, quick and efficient, no issues for a geek like me. One fact that many people might not be aware of: there is an excellent support site at http://www.vonage-forums.com/ that is operated by individuals who are customers and fans of Vonage's service. It is not a company funded or sponsored site (other than the referral fee the site gets if you sign up for them). There are many helpful individuals there who can provide you with assistance if you're having problems. There are also a couple of Vonage customer service and technical support employees who lurk on the boards as well, and occasionally reach out to individuals who are having extreme problems. Overall vonage-forum.com is a much better resource for assistance than calling Vonage's own web site and support forums. Give them a try first before abandoning all hope.

Vonage is awful

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

None

The Bad:

Scamming, dishonest, terrible service.

The service is of poor quality. There is a long delay every time you say something before it is heard on the other end. I consistently had to reset the device several times a day. After switching to a different company. They continued charging me for 7 months after wards--despite receiving notice from my local cable company that I had switch service. Vonage has no regard for the law and FCC rules. I am likely to join any class action against them.

frequent fee changes moving up

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

looks of website

The Bad:

price, reliability, frequent disconnections, call drops, and more

I started few months ago at 14.99 dollars, nor price escalated to 17.99 in only 4 months. last communication, price is projected to go even higher....i'm already looking at other services.

A Vonage Veteren

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Good web site.

The Bad:

High prices, horrible customer service, haven't added any new features for years. Now only sell a proprietary Vonage phone adapter, so if you have problems, there are no alternative adapters to try.

I had Vonage service for 5 years. Very little trouble until lately. I was having severe audio drop-outs after a firmware update to the Vonage proprietary adapter. After being on the line with their useless customer service for over an hour, I was told that my problem was due to the fact that I was running my VPN the same time as making a call. This is despite the fact that I have 16Mb cable modem link, and the problem occurred even when I was out of town and I was taking to my girlfriend at home. They used to have great customer service, but now they use overseas call centers with scripted diagnostics. My recommendation is: Stay clear of Vonage! There are better and cheaper services out there now.

Vonage: Terrible customer service

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

When the number porting did not work properly after 20 days, I cancelled service. Vonage refused to acknowledge the cancel until after 30 days and billed me for the 2 years early cancellation fee. It would cost more in legal fees to fight for the refund, however I'm waiting for the class action suit against this low life company!

Vonage Will Fee You to Death with Terms and Conditions

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

I have been a Vonage customer for 5 years and have been very happy until 5/29/09. Felt the need to offer this review because I believe that Vonage is no longer working for its customers. I was on the annual plan for service that I paid in January of each year. I received a note from Vonage that they are changing their policy and I will be billed on July 1 for my renewal. This would be 6 months prior to my current renewal. In order to prevent being billed in July, I changed my account plan to bill monthly assuming it would start at the end of annual contract. This was not the case. The new monthly contract went into effect immediatly, disregarding the annual commitment. I immediately contacted Vonage about the issue and they were unwilling to rememdy quoting their 27 page Terms of Service. Since they were unwilling to remedy my 6 months of lost service I informed them that I would not be staying with them. They did not care. They continued to quote Terms Of Service even though they were going to lose a loyal customer. I followed thru and ported my number out of Vonage and then they started the fee attack. They would not recognize that the number was ported even though the new carrier was providing me with the service. Since they refused to recognize the transfer they felt it was ok to continue billing me until I could prove that the ported number was ported. It took me a month to get Vonage to stop billing me only to learn that I would be paying a $39 cancellation. I was happy to pay it so they could stop charging me unreasonable fees. The net of my story is that this did not have to happen and could have been worked out with the Vonage of a year or 2 ago. I believe that they are currently losing customers at such a tremendous rate, the only way they can maintain revenues is to charge fees rather than correct the issue. This is a short term strategy that projects loudly to me the condition of the business. I am not bitter, just very disappointed that such a good company has gone so bad. The net cost to me for this experience was about $250 and 6 months of denied service.

Military BEWARE! 2-Year cancelation fee with NO MILITARY CLAUSE

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

Vonage has purposely refused to verbally (of course it's in your HUGE service agreement in the fine print that no one has the patience to totally read!) inform people that they are committing to a 2-year contract with them. When I signed up for service, I asked the salesperson if there was a service term, because we were military and might need to disconnect if we moved, and they didn't tell me that there was a 2-year commitment, they instead told me that I could "take Vonage wherever you moved to, so you would never have to disconnect." I didn't see that at the time as them evading the question, I thought it was neat that the number could be carried with us wherever we went. Now we have moved and we don't have good internet service, and cannot use Vonage. They have NO MILITARY CLAUSE so there is no exception to this 2-year rule. Either I keep paying them monthly (and they have me in an "uncle" situation because they have my credit card information and I have authorized them to charge me every month) or I pay a disconnect fee of about $40. I said uncle and will warn military people to use something else. . .maybe Skype or something else like that (similar and people have been much happier with it from what I've seen and we used it while my husband was deployed to Iraq.)

Stay away from Vonage

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

None

The Bad:

Everything

Vonage is a money pit. I had it for a few years, just too lazy to cancel, I guess...the reception was never clear due to my internet connection (DSL), and I could not get it clear using filters, calling support, even by buying a new phone with a different frequency. My service got canceled when I changed checking accounts. I called them to see about getting it reconnected, and they said I had to go through the whole sign-up process again. And the guy in customer service actually started yelling at me. I hung up on him. I will NEVER use Vonage again...stay away from them.

Worst product and customer trapping clauses in contract

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

None

The Bad:

False advertisement about money-back guarantee Very poor and unreliable service Hoses your internet connection

They have the worst customer service and product, it never worked for me and when I tried to cancel they charged me $130 even though I canceled within 30 days. Their money-back guarantee is a lie and they will do everything in their power to nickel and dime the customer. Worst, they refuse to escalate your call when you have issues with the quality of service they provide. DO NOT EVER GET THIS SERVICE -- IT IS A TRAP.

Nightmare with Vonage

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

None

The Bad:

Poor quality and customer service. Traps in service contract.

Vonage Companion

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Read Post

The Bad:

Read Post

The Vonage Companion is the worst software I've seen made for a Mac. Beyond it not working properly the service is really just the worst I've used. I use both Skype and Vonage, Skype comes in clear and crisp as does the output from what callers tell me. The Vonage is just choppy... I can't understand it, at first I thought it was the fact I had a Vonage Vtech phone so I switched to the Vonage companion and the issues are the same, I've contacted support prior to switching to the companion and they've tried to trouble shoot it... we did everything you could think of at first they would tell me it was my connection so I jumped my connection speed from 2 MB to 5 and then 10 to 12MB... unbelievable. I travel a lot and this is the same issue I'd get each place I was, different cities, different countries BUT I didnt write the post to talk about the service but rather the Vonage Companion, the Mac software for vonage. I don't understand why companies try to break into the Mac market and design shitty software you see on PC's most people are using Mac's because they just work, and the user interfaces are beautiful so when you get something that looks like the companion (in attempt to look different I suppose) it defeats the whole purpose. Ok so I'll look past the look of the app because I have Vonage, for now, but why in the world would the Vonage Companion turn my Volume up when you start the application? If I want the Volume turned up any higher I'll do it myself, if Vonage wants to remind me provide a visual reminder that I may want to turn it up, don't force it. Secondly the application wont close sometimes, I have to force close the application often... If I decide to turn off the computer the Vonage Application will prevent the computer from shutting down - "Get With The Program Vonage" - how much money do you guys make off your customers, you can't spring to have a decent app made for the Mac? I don't understand to much about VOIP so I don't know why Skypes service just works but I do know that you can make a Mac application that works.

Vonage: Not Recommended

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

Have had Vonage for about 5 months. It never worked with our fax machine, HP Officejet, and yes, I've read and changed all the settings I could to no avail. As soon as I hook it up to Vonage, I get an error and called Vonage but they have not been any help. In fact, they don't support faxing. Either you get lucky or don't. I wasn't. Recently, we started having problems where we dial a number and then nothing happens. After a couple of tries, it finally connects. People on the other end say their phone rings but no one is there.I'm changing service providers and would not recommend Vonage to anyone. It just didn't work for me.

Just Cancelled Service Due to Price - But Enjoyed Vonage

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

I just cancelled my service with Vonage. We've been pretty happy customers for about a year. However, I am subscribed to their 500 min/mo service plan, and the rates went up from $15 to $18/mo. Also, because I'm getting married (and seemed to be glued to the phone all the time now), I've been going over my minutes, so my phone cost $90 total for the last two months. They charge 1.5/minute for minutes over 500.The only reason I'm switching service is because I found a better deal. For almost the same price as the 500/mo plan with Vonage, I can get unlimited calls through ITPvoip.com. Although their 500/mo plan was very attractively priced ($10/mo), I went with unlimited because their overage charge is $2.5/minute, which would rack up fast. Plus, I used a link to their site from VOIPreview.org, and it gave me two free months of service and a couple free features that normally are pay services.The biggest pro we have enjoyed with Vonage is the router they offered. It is very high quality, and we've always had a good signal quality from it. Second biggest - getting our voicemails via email. However, the voicemail feature is also offered through the new service.The biggest con we've found was that sometimes during peak daytime hours, the phone will get tinny. I can't really blame Vonage for this - it's our broadband provider that annoys me. However, it's a definite downside to voip service, and I happened to have Vonage when it occurred. I don't remember every having to deal with customer service, so I'm guessing I'm lucky. We never ported a number or had any need for any bells or whistles, so the base services we used were excellent. I would recommend Vonage (if it were cheaper!) to more technically inclined people - my fiance and I are both IT techs, so I think that helps with our positive experience with voip in general.I really enjoyed the Vonage service, and I felt that they had a great array of services offered with the phone. I hope we have an equally enjoyable experience with itpvoip, but without the cost.

Absolutely Horrible Company!

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Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

The customer service everyone is denoucning is for a reason.... Vonage's customer service is absolutely pittiful! It would quite literally be better if they had none, because the people (I got one to tell me he was out of the Phillapines, by the way), the people just don't care. They give scripted responses and have no control over your account whatsoever. So like I said, it'd be better without them. You plug it in. It either works or it doesn't, but there's no help for you if it doesn't. As as far as andquot;no contracts...andquot; beware of the beefty fee they charge you if you cancel before your one year of service is up. If that's not a contract, I don't know what is. When you inevitably do call to cancel because of all the weird sounds in the background, make sure you do it at the end of your billing cycle because they cut your service immediately upon hanging up, and you don't get a pro-rated refund for unused service. Very uncaring, semi-fraudulant company.

Vonage Promotional Code - 2016334035

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

FANTASTIC SERVICE! LOVE THE SAVINGS. HERE'S A GREAT COUPON TO GET YOU STARTED!!2 MONTHS FREE of Vonage Phone Service.+.FREE ACTIVATION.+.FREE ROUTER! Go to: http://www.vonage.com/friend Under andquot;Redeem Nowandquot; enter the code 2016334035. Enjoy your TWO FREE MONTHS of service - pick whichever service you like! ENJOY!!

Stay Away From Vonage

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

None

The Bad:

More Costly then others.andnbsp; Call quality is questionable.andnbsp; Customer service is as poor as I have ever dealt with and very difficult to understand.andnbsp; Cancellation fees if under 2 years of service.

Vonage has poor quality with almost non-existent customer service. If I could give a andquot;0andquot; for customer service, I would. On hold for 20-30 minutes at a time when you call for customer servcie. Asked to speak to a surpervisor and was told he was on the phone helping someone else. I said I would wait. Another 20 minutes went by. Very difficult to cancel service and difficult to understand. There are cancellation fees that are hidden and don't get credit for the month paid in advance. Never heard of a company not giving credit for unused period.Broken/choppy call quality, echoes on both ends, call takes a long time, up to 18 seconds before it connects and starts ringing. There are cheaper and better VoIP providers out there. I switched to Vonage because of their name after Sun Rocket went out of business. Boy, am I sorry.I have now switched to ITP. Easy and quick set up. No problems, porting of phone number was painless and e-mail came to me with updates in the process. Customer service answers quickly, are very friendly...and American.STAY AWAY FROM VONAGE!!!!! You will be sorry.

They are Cheaters

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Nothing

The Bad:

They are cheaters

The customer service is so bad, rude, they have no technical knowledge and they are not aware of any business process. They ripped me with over $110 hence I had to close the account. It got so bad yesterday that one of the representatives put me on hold for over 30 minutes and then hung up the phone on me and on calling back Vonage they blamed me for hanging the phone.The customer service representatives are so poorly informed that one of the representatives will tell you something on a day and after a few days if you call them back they will tell you something totally different on the very same topic. One of the surprising thing is that the customer service do not want to transfer the phones to the Managers they just say that the managers have left the office even before their normal working hours. This happened to me yesterday when I asked the rep to connect me over to the manager at around 7:50 PM and she said they have left the office (the office hours are 8:00 AM to 8:00PM) and when I told her that there is still 10 minutes left for them to call the day off then she connected me to the Manager. This is really bad on their part and Iandrsquo;m sure they are heading the same way Circuit City went. Guys just avoid Vonage they will rip you with your hard earned money.

Vonage : Low Voice quality, Bad Customer Service and Charges $110 on Closing account after Completing One Year agrement

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Ease Of use

The Bad:

Low Calling quality, breaks voice after 2-3 minHeavy ChargesBad Customer ServiceCharges $110 on closing aacountandnbsp; even though we completing the one year agreement

Vonage just attracts the customers by showing the good plans to users like $24 a monthand 1 yr contract but after finishing the one year contract ..they charge $110 even though you complete your agrement term. It is the worst company .. and also the VOIP quality is average. Customer Service said they will not charge me any thing still they chaged to my account after disconecting the services after one year contract.I will not recomend any one to vonage.Though it seems cheaper option initially it is not cheap in any senseI feel like I am cheated by this VOIP CompanyBetreyed Customer !ArunB

Very Bad Customer Service and disconnection fee after 1 full year

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

Very Bad Customer Service andamp; disconnection fee after 1 full year

Lied to get the sale

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Other than the salesman lying to me and this unsurmountable problem - the equipment, the installation and the use was a breeze - sure wish there was a wayandnbsp;Vonage could have accomdated me.

The Bad:

The salesman told me a bald-faced lie to make the sale because they could not get me a local number. If I had known I'd have to pay a per use fee for toll-free I would never have gotten Vonage.

I called Vonage to ask specific questions about their service. I live in a rural area and they could not port over my existing phone #. Then come to find out, they could not get me a local number. I said I cannot use Vonage because I manage 3 part time businesses from my home and people in my area need to be able to call me; that people would not use my businesses if they had to call long distance. So the guy told me for an extra $5 a month I could get a toll free number and that way everyone could call me for free. I said great lets do it.Looking at my first bill, I could not believe the amount and upon further review of the bill I found they were charging me 5-cents per minute for calls on my toll free number!!!!! I called them thinking this is obviously a mistake. Nope. What the guy who sold me did not tell me was that the toll free number is only good for 100 minutes. There is absolutely no way 100 minutes could accomdate my local calling for my personal much less my business needs. And Vonage has no other toll free package at any cost. Right now I have 2 classified ads with that toll free number on them!This is really hosed - I just got all my business cards. letterhead, websites, and an email blast to all my family, friends and clients with the new toll free number and now I have to find another provider which will end up requiring another new number - not very professional.

Vonage secret cancellation policy. What they will not tell you when you sign up. What a dishonest company!

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

Vonage will slam on you fees when you try to cancel their services. Despite my protest to be charged these fees which they did not inform me about at the time of sign they still went ahead and charged my account anyway. I am here to warn all prospective victims about these fraudulent charges by Vonage. They lock you in a secret contract without your knowledge and you will never know until the day you wish to cancel the services. I have been with them close to a year and decided to move on, only to be told there is a 39.99 cancellation fees and rebate fees recovery for equipment all totalling $117. In this ecenomy this is unacceptable especially if you get locked in secret contracts. I told the friend who referred me to them and he was shocked that they even have cancellation fees! I am spreading the word to warn other people about these secret cancellation fees. May be I save some people from this vonage practice. This company will eventually go down if they continue with this kind of dishonesty!Please be cautious before you get into this secret contract!

Not that great

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

I can use my phone, call quality is not bad and online dashboard utilities are okay.

The Bad:

Atrocious customer service.Lackluster/non-existant new equipment.No deals for new customers on anything.Relatively expensive.

I signed up when there were many fewer providers, so it was good deal back then. Now, it looks as if you can get a much better deal elsewhere, and they have not offered to lower my sub. fee. Too bad for them as I will probably now go elsewhere. They don't have any points to keep me, the call quality is okay, but the support is garbage, their website is atrocious except that I like the voicemail feature to listen to messages online, and their service often has intermittent outages (though admittedly not as much now as when I first signed up). They NEVER offer equipment and decent deals to their existing customers, only new accounts. Honestly, once they get you signed up all they really want to do is take your money.When I have had technical issues, they really seem generally uninterested in solving them. If you have equipment go down, don't expect to find anything on their online store, that's for new accounts only. In fact, you generally are stuck with going to ebay unless you want to pay some ridiculous retail price just to keep using their services. I really find it all hard to believe, I mean while paying this much you'd expect to be getting so much more.

Vonage - Know what your'e getting in to

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Ease of Setup, Multiple MTA adapters available

The Bad:

Customer Serviceandnbsp;- Most of the calls go to a call center in IndiaPrice - My bill rose continually as I had the service.andnbsp; Started at 26 something with tax in 2006 and is now over 37 with tax.

Their service quality is highly dependent on your ISP and the reliability of your connection. Comcast out here has about a 3-5 % packet loss, and that wreaks havoc with Vonage's QoS settings. with that low of a packet loss percentage, you'd never notice it surfing the web, but make a call, and no-one can understand you at times.

Vonage cheats customer!

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

Vonage charges over $100 when you cancel the service. But when I applied a year ago, the customer service person insisted that if I cancel ANYTIME, there will be no cancellation fee of any kind.When I talked to the supervisor, she was trying to offer me the same unlimited service for only $9.99.But of course I do not want to have anything to do with a company that intentionally told people lies just to get them become their customers.By the way, I cancelled because there are many better deals with same quality out there.

Pretty Good service but a bit pricy

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Great sound quality(with good internet) and many usefull options. Easy to navigate webmanagement console. Works pretty well.

The Bad:

Sometimes adapter freezes and needed to be powerd down for 3-4 min. Very sencetive power adapter. Overseas customer support is bad, but most problems can be fixed just by resetting the router.

I've been Vonage customer for 3+ years , and got some problems with cal quality at first, but problem was found at my cable provider (poor internet quality). Once fixed I haven't got any major issues with service. Some time Voip router will freeze and needed to be powered down for no less than 3 minutes in order to get working right. This problem was fixed with installing power line conditioner (power adapter for VOIP device is really secetive). otherwise I like this service and will keep it. Customer service guys (in India) are sucks. I love voicemail and forwarding options. Also web acount manangement are really great. I would recommend this service, but you guys really need to make sure you have good stable high speed internet.

Good Call Quality but misleading and Poor Business practices

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Good Call Quality, good web interface

The Bad:

Sell locked equipment as if you can use it elsewhere and then refuse to match the same make and model when things go bad. Try to replace with low end refurb in case of failure.HORRIBLE, PAINFULLY IDIOTIC and SLOW tech support!

I needed a landline after about 7 years of cell phones and ATandamp;T standard service was poor in our neighborhood, so I tried out Vonage after seeing the phone adapter was free after rebate from CompUSA. Th setup was easy and the call quality was comprable to standard analog service. After about 3 months the device died and I got to see what Vonae was all about. Their service is horrendous. I would rather reach an answering machine than talk to someone in India who cannot understand me nor that I can find my own IP address. They don't understand the basics of home networking so I had to lie to the dummies to get through the painfully slow troubleshooting script to get accross to them that the adapter was entirely and completely unresponsive. Dead, you plug it in and 1 red LED stays on. Period. No voice prompt, no web gui, just dead. I don't need you to walk me through whether I have an IP address if I'm surfing the internet, it isn't my router if I'm watch youtube, and my address scheme does not have to be the default 192.168.1.x for it to work. After an hour and a half (not even slightly exaggerating) they decided that my adapter may be dead. Here is where it got interesting, they refused to replace it with a like model. They wanted to send me a refurb of whatever brand they had sitting on the shelf. I refused because I bought this device at a retail store, I own it. They could not help me, said I had to talk to Linksys for a replacement under warranty. I contacted Linksys and went through basic verification that is was dead with someone who was obviously raised in America and they sent me a replacement. I could not get the replacement to work with Vonage and after another very long very stressful call to Vonage Customer disservice, I was told that I could not use that device because it was not sent out by Vonage. They again refused to send me a satisfactory replacement so I took my unlocked Linksys phone adapter and I went to a company that actually appreciates their customer. Hyperdog Digital went out of their way to work with me to configure my adapter to work on their service without locking me out of the device. It is after all mine, as is every device I buy at a retail store. hyperdog has been cheaper and far more responsive and helpful in everything I have needed. I have never been ported around the world to talk to someone unfamiliar with my language and I have always gotten help, even very specific help on port forwarding through my router. The call quality is not as good as Vonage was, but I think they process calls out of Canada. Either way, I will never go back to Vonage.

I like Vonage (so far)

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

I've had Vonage for about 3-4 months now and I like it. I am using their V-port router to connect with a regular desk phone. I transferred my old cel phone number to the Vonage service. I also recently moved out of state, about 800 miles away, and with Vonage I was able to take the old phone number with me. I have had only 1 service related problem. Vonage tech support was easy to contact and willing to help me. In the end the problem seemed to be at my end and was fixed when I did a power-on-reset of my DSL modem and also the router. My boss has been a Vonage customer for much longer and it was his positive remarks that convinced me to try it. It was also nice that both of use got a free month or two by him referring me. With the economy in the tank and everyone pinching pennies I can understand why services like Skype are so popular but if $25/month isn't an issue and you'd like somthing more like a real telephone then give Vonage a try, it's a good service in my opinion.

If you call internationally, Vonage is the way to go - I call the UK and Italy daily - FOR FREE. Plus LOADS of great features

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

free overseas calling on $24.99 (England, Italy, etc.) - FANTASTIC - plus loads of features including voicemails that are emailed to your computer, plus loads of online options - to monitor your account - more features than the other VOIPS.

The Bad:

Customer service isn't great (very basic) - and their SIMULRING does not work if your internet goes down.andnbsp; They're aware of the problem (for 18 months now) but still haven't fixed it.andnbsp;

I was with Packet8 to begin with - some good features but a lot of them didn't work - I spent most of my time on the phone with customer support. They couldn't fix the issues so I switched to Sunrocket - LOVED them (till they went under) - and then tried Vonage. One of the appeals is that my family and friends live in Italy and the United Kingdom and on their $24.99 plan, I can call both those countries (and a lot more) and spend hours on the phone - FOR FREE - every day if I want to. It's really saved me a fortune - even if you have a cheap rate, say 1c a minute - it still adds up if you talk a lot to the UK - so for that alone, I love Vonage. They DO have a lot of great features - for example, I'm going to the UK for three weeks (I live in Florida), and if someone calls my home phone in Florida, they can leave a voice mail and this voicemail gets EMAILED to me, wherever I am. So I don't have to worry about calling my home phone in Florida from the UK to check my voicemails - I just check my emails. Or log into to my Vonage account. When I'm in the US, I use Call forwarding/Simulring so that all day long, every day, if anyone calls my home phone, it simultaneously rings my cellphone - so I never miss a call and never have to give people two numbers to ring. ONE MAJOR PROBLEM (VONAGE, IF YOU'RE READING THIS, LISTEN UP) - since I signed up with them, if you have SIMULRING, then for some stupid reason, if your network goes down, the simulring ceases to work. What SHOULD happen (if you choose the network unavailable) - if your internet goes down for any reason, your home number should automatically be forwarded to your cellphone (of course, you have to set this up in your vonage account beforehand) - so that if you're out somewhere, and your internet goes down, or you have a power outage, your home phone should automatically forward to your cellphone. NOT if you've set it to simulring - which I have - and it's taken Vonage 18 months to tell me that this doesn't work. Yes, 18 months - I told them about the problem 18 months ago and they still haven't fixed it. It works fine if I just use phone forwarding (i.e. my home phone rings maybe 3 times, then forwards to my cellphone) - but if I use the Simulring (i.e. it rings immediately on both home and cellphone), it doesn't work at all if my internet goes down. Anyway - it's only one feature that doesn't work - and the rest of Vonage really makes up for it. Customer service is NOT good however - they don't seem to know much, technical support is really very basic - (reset your modem) - but in about 2 years, I think maybe I have lost half an hour of Vonage time - usually I just need to reset the modem and it's fine. 99.9% problem free. I use VOIP over a linksys wireless router - and I have to say - if anyone is looking to go wireless and wonders what kind of router to get, not only are Linksys products absolutely fantastic- but their customer support is beyond belief. It is AMAZZZZZZZZZZZZZZZZING. I've had this wireless router for 4 years, and even though it's well out of warranty, I can call them any time and they help me with ANY problem I have - sometimes it's not even the router that's faulty - they REALLY REALLY are well trained, know their product, know the internet, are patient, and are just incredible. There has never been a problem they couldn't fix. The last issue I had - I somehow lost the call - (disconnected) and within 5 minutes - someone called me back to follow up. You'd NEVER get that anywhere else. I cannot speak highly enough of Linksys. Anyway, that's just if you want to go wirelessly - it works great with Vonage - and if they could fix their simulring/network unavailability issues, they'd be perfect. Yes it's a little pricier than the others, but for me, calling overseas every day - it is SO worth it.

Great Offer - Two months free

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

FANTASTIC SERVICE! LOVE THE SAVINGS. HERE'S A GREAT COUPON TO GET YOU STARTED!!2 MONTHS FREE of Vonage Phone Service.+.FREE ACTIVATION.+.FREE ROUTER! Go to: http://www.vonage.com/friend Under andquot;Redeem Nowandquot; enter the code 2013771689 . Enjoy your TWO FREE MONTHS of service - pick whichever service you like! ENJOY!!

VONAGE IS AWESOME!!!

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Fantastic!

The Bad:

Amazing!

I am realy annoyed by all the negotive reviews I see elsewhere. I know this is going to sound like I drank the Vonage CoolAid, but I have had nbothing but perfect support and it was SO EASY to set up. I even have issues with 14andquot; thick walls in one building and we (Vonage support and I) figured out a way to make this all work great for me. I just got the adapter, pluggd it in (going by the start up sheet given with the adapter) it took LITERALLY 5 miniutes at the most to set up. I just plugged everything in, turned it on, and it works!! And WAY clearer than Verison ANY day. (waited for working service for from them after SIX MONTHS)

FANTASTIC SERVICE, GET 2 FREE MONTHS!!

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

SERVICE,QUALITY

The Bad:

I HAVEN'T HAD ANY PROBLEMS IN MORE THEN A YEAR!!

FANTASTIC SERVICE! LOVE THE SAVINGS. HERE'S A GREAT COUPON TO GET YOU STARTED!!2 MONTHS FREE of Vonage Phone Service.+.FREE ACTIVATION.+.FREE ROUTER! Go to: http://www.vonage.com/friend Under andquot;Redeem Nowandquot; enter the code 7705739392. Enjoy your TWO FREE MONTHS of service - pick whichever service you like! ENJOY!!

Not good

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Price

The Bad:

Technical customer service, reliability, clarity

I have been with Vonage for about 2 years too long. I've had so many problems with them and it keeps getting worse. Not only is their customer service not good; but they won't admit it when they don't know how to fix your problem. They will instead keep you on the phone for hours trying to solve the problem; and you don't want to get off the phone because it's taken you hours to get through. Only when I talk to someone who is in America do I get real help. We are constantly having problems with other people hearing us. The sound keeps going in and out. Forget about our fax maching working at all. They have tried to correct that problem; but nothing has improved. We have to try to fax about 10 times just for it to go through once. And we have problems getting our faxes through vonage. I'm about to change and can't wait!!!

You can check out but you can never leave.

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

I joined with Vonage a little over three years ago. I had major installation problems. And Vonage technical support was no help at all. They kept telling me the problem was with the connection and not their service. Well, after several weeks of searching the Internet for clues on what the problem was I was experiencing, I found the problem, which required me to make a small change to my registry file. Then I had tolerable service for about a year. Then I started to experience increasingly poor sound quality with a lot of background hissing to the point I could no longer hear people at times. I told Vonage technical support about it. And they again blamed my connection. Well, the problem continued to get worse. And I noticed that although calls would start out with relatively clear sound, they would get increasingly bad within 5 minutes. I figured it had to be the Linksys phone adaptor going out. And my online review of user groups proved that my assessment was correct. But when I called Vonage and tried to buy a new router online, they told me these routers were reserved for new customers. I would have to settle for a reconditioned Linksys phone adaptor. Well, in short order, the reconditioned router started causing the same problems. So I called Vonage again and told them I wanted a new Motorola adaptor as I had had it with Linksys. I had to threaten to quit to get one however. Vonage initially refused to send me one for cash or for free. They wanted me to andquot;temporarilyandquot; sign up for a second line. I would be charged for the set up fee for the second line, but then refunded at a later time. I told Vonage nothing doing. Either I got a modem for free from them with no second line being set up or I wanted to close my account. After much arguement, Vonage reluctantly gave me a new Motorola modem for free with no second line being required to be set up. I think its fair to say that based on my experience, Vonage sales reps are trained to force you to stay with the company by any means necessary. They have no scruples or concern about the customer at all. And once they have your credit card number, they will find creative ways to charge you if you quit their service. Read some of the other posts on how they claim technical difficulties or don't acknowledge you calling when you try to cancel your account and keep charging you month after month. Because of all the hassle of quiting Vonage and my fear that they would indeed bill my account after I tried to stop service, I stayed with them until a few days ago when I realized that the credit card they were using to bill charges to was no longer current and Vonage no longer had me over a barrel. So after some research on VOIP Review, I decided to cancel my service and switch to another VOIPphone service, ITP Phone, which had free calling to over 30 countries for $25, less than the $30 I was paying to Vonage. I sent an e-mail to Vonage. But they responded by telling me that I had to speak with a customer service representative to cancel my service. I took a deep breath and called them so that they could not claim I owed them money from ongoing service. I expected the worst, and I wasn't disappointed. I had some weird sounding guy come on the line who proceeded to put me through the wringer when I requested to stop my service. First of all, he asked for a pin number to ensure that I wasn't being bumped by another phone company. When I gave him the correct pin, he told me he was surprised the pin was valid since it should change every time I logged on. That was so much BS, I didn't even know how to respond. What I think he meant to say was that he was surprised I still had the pin so he wouldn't have a pretext for not allowing me to cancel my service. Then my andquot;customer serviceandquot; representative started coming up with 1,001 reasons why I had to stay with the company. Since he knew I wanted to change service, he told me it should still be possible to cancel my new service, even though I had not shown the least interest in doing so. I had to yell him down to get the cancellation process to go forward. He wasn't going to budge otherwise. Then at the end after 45 minutes or more of haranging, I was put on hold for five minutes, and then again for two minutes before the cancellation was complete and I got a cancellation number. I was logged on at the time to confirm the cancellation and verified that my status change to cancelled because after all that has happened, I don't trust Vonage. Even though I was only a few days into the current billing period, Vonage offered me no refund for the $30 amount they had billed me for. So here's the bottom line: join Vonage at your own peril. The customer service from their ESL andquot;customer serviceandquot; represtatives is worse than awful. They will do absolutely nothing for you unless you force them to by threatening to stop your service or worse. Do not believe anything they tell you, especially a promise to do something, because more than likely they have no intention to do it. The quality of their service is spotty at best. I had thought it was due to my DSL speed. But even after upgrading to a faster connection, I never knew when my service would become hard to hear or incomprehensible. As you can see on Vonage's website, their stock is now trading for under $1; junk stock. That means most investors don't expect them to survive for very long. So don't be fooled by their having the largest number of customers of any VOIP service. Stay clear of Vonage. Just remember, you can check out but you can never leave.

VONAGE IS AN ABSOLUTELY TERRIBLE VOIP SERVICE!! BUYERS ALL BEWARE!!

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

VONAGE IS AN ABSOLUTELY TERRIBLE VOIP SERVICE!! BUYERS ALL BEWARE!!Posted Wed, 10/15/2008 - 11:50If Iknew that I would of had so much quality problems and serice problems with Vonage I would not have ordered that service for anything. I was originally going to get Phone Power but called Vonage first and their high pressure sales tactics caused me to succumb to purchasing Vonage service which I have regretted from day one. I now have Phone Power which is the company I was going to go with originally when I was considering which company was what I thought would be best. It turns out that Phone Power is so much better than Vonage I will not go into all the reasons out of my frustrated experience with Vonage. Just follow some WISE WORDS. STAY AWAY FROM VONAGE LIKE YOUR LIFE DEPENDS ON IT!! If you follow those words you will not have to be so troubled like I was with the terrible Vonage service as well as all of the Vonage tricky tactics they try to keep you from cancelling. People told me over and over that they could not hear or understand what I was saying. Some said I sounded like I was talking under water. My voice echoed in the backgrond on my end and I could hear myself repeatedly when I talked. These are just some of the problems and these happened 90+% of the time. I have PHONE POWER now on the same DSL line and have not experienced those problems as with VONAGE. That is an apple for apple experience by the way. The same DSL line with a different VOIP service. So I know and have experienced it for a fact that VONAGE IS WORTHLESS and PHONE POWER IS VERY GOOD. All new people considering VOIP don't take this lightly and save yourselves from the unhappy experience with Vonage that I have had. VONAGE IS WORTHLESS!!!

Won't admit a mistake

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

andnbsp;They make a good first impression.

The Bad:

andnbsp;You can't get anyone in customer service who speaks English natively, and when they say you can get your money back if things don't work out it ain't so. They even managed to andquot;loseandquot; the records of my calls within the 30 guarantee period.

They cancelled my DSL when they ported my number and I couldn't get it back. I tried to cancel my Vonage service within the 30 guarantee but they encouraged me to keep trying to find new DSL assuring me that if I wrote a hard copy letter I could still get a full refund. After not finding new DSL service for three months I finally cancelled Vonage and now they have denied my request for a refund, which totals nearly $200.Now, several months later I got DSL again, but I won't be using Vonage.

I like Vonage

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Reliable, inexpensive

The Bad:

None

We've had Vonage for 3 years. There were some growing pains in the first year or so but since then, we hav not had any problems and it has become very reliable. I think it's a great value and I plan to stay with Vonage for a long time.

Vonage: Worst Customer Service

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Cheap. But you get what you pay for

The Bad:

Worst customer service. It is extremely difficult to cancel their service

They have the worst Customer Service I have ever dealt with. You know the company has problems when they make it extremely difficult to cancel their service. It is worst than AOL. First I was told that I had to cancel on the anniversary date of my service contract, and not one day earlier. Then when you call on that date, they take all your information as to why you are calling, and then they transfer you to their Cancellation Department. I was disconnected, twice, When I called back, they had a record of me calling to cancel, but no record of me actually talking to the Cancellation dept, thus I was still active, and still being billed. It took 2 months and a final 45 minute call in order to cancel. DO NOT YOU THEIR SERVICE!

Vonage Rocks!!

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

I have had vonage for 6 years and have to say I am still extremely pleased. I have never had any service issues, the voice quality is excellent! Customer service leaves a lot to be desired, but fortunately, it has been rare that I had to contact them. Their prices keep rising, that is my ONLY gripe!! Can't beat it, have not had a POTS line since I started with Vonage and don't miss it!

DO NOT USE VONAGE

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Hmmm...........nothing

The Bad:

Horrible customer service, audio problems, poor tech support, watch out for fees, read your contract, some new customers will have disconnect fees

I have had Vonage for 3 and half years and have finally become so frustrated with Vonage that I have cancelled my membership. Vonage does NOT have customer service in any way, shape or form. They have a number you can call to receive a foreign call center that has predetermined scripts to read to customers, but if your question or problem is outside of that script you will have better luck talking to a brick wall. I have called their customer disservice center several times over the 3 1/2 years and have never been thrilled but after persistence on my part I would usually have my technical issue resolved. The final straw with Vonage was due to a computer glitch on their part with my billing account. After I corrected their mistake with my billing information, with the exact same information I had been using for 3 years, Vonage had the audacity to claim I had actually changed my information for one month, and then changed it back???? After, explaining to the customer service person how asinine their reasoning was the customer service person then tried to claim that my financial institution had logged into my account and changed my billing information???? Long story short Vonage would not under any circumstances accept that the error was on their part and insisted that I must pay a $9.99 reconnect fee. Yes, I had to pay a fee to reconnect a service that was 1) never disconnected, 2) an error on Vonage's behalf. The fee was automatically posted to my credit card without my authorization or notification. After trying to explain to Vonage, that a customer that has had 3 1/2 years of perfect billing history, this was an error upon their part and if they charged me the fee I would cancel my service I was told there is nothing they can do about the fee. That is the most bizarre business practice I have ever heard of, losing a long time customer over $9.99? If you decide to use Vonage do not say that you were not warned. You will eventually have a horrible experience, just read the other posts.

Vonage needs a new competitor to force adequate customer service

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

Vonage's modem constantly interrupted my internet connection - when this happened - I lost the ability to use my phone and the internet. The sound quality was very poor - I could hear the person I called, but they couldn't hear me (I tried 3 different phones!!). The customer service (if that's what you want to call it) is simply horrible. Iandrsquo;d pay $5.00 more a month to have a call center in the United States.

VonageTheWorstDoNotUse!

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

None

The Bad:

COmpany running on auto pilot and will soon run out of gas.

Vonage has progressivly slipped all the way to the bottom of the pond. The SUPPORT or lack of is the WORST I have ever experienced. After 20 minutes they just hang up on you. More than once so it must be COMPANY POLICY! NoBody can speak ENGLISH as a first language. There is no supervisor escalation because there are no SUPERVISORS!! It is a typical case of the idoiots leading the fools. There is no support because nobody is at the helm, just a bunch of robots reading from a company script.

Don't get sucked in by the VONAGE marketing. The service and support are rubbish.

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Lots of Pros if they actually had a service that worked.

The Bad:

Poor quality, Lousy support, All about sucking you in and not letting you go.

I have pretty good broadbamd speed and could use Skype without any problem, so i thought I would try Vonage as a means of adding a second line with cheap calls. That was the beginning of my nightmare. The service was appalling. There was terrible echo problems, and dropped lines or delays. It was unbearable. So I called them up and ended up spending hours with their tech support trying to sort it out. I finally came to the conclusion after hours on the phone with no glory that this was a big waste of time. All the while they were taking their monthly fee for a service I couldn't use. I asked them to terminate my service, but they told me they charged a termination fee. I told them that I didn't want to pay for a service I couldn't use and stopped paying their monthly charge. Eventually they disconnected my service and instead of writing me to ask for a final payment, they instead referred me to a collection agency and added a fee for doing so. Please be warned not to get sucked in by there too good to be true offer, because the service is just not up to scratch and their customer support really sucks. Their technicians just don't know how to solve their own problems and if you dare to ask to discontinue their service they do evrything to keep you, except improve their service. DON'T DO IT! Try Skype instead. It is much more reliable.

Vonage lack of customer service

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

Had Vonage for 13 months. Quality was inferior. Voange kept insisting the fault lied in my existing wiring. My previous service had worked fine. I was connected to a cable modem. I switched to my cable cable VOIP service and magically my ' wiring ' problem was gone. Then I found that I had to CALL VONAGE between 9-5 (M-F) to CANCEL the account--even though the number was ported out-they keep the account active ($$$) They promised everything, free 1, 2 ,3 months to stay---when I said I was recording the conversation, they finally quit begging--guess that meant they never intended to keep ' the free offers ' The customer service was the worst I have ever experienced.

The Best VOIP I've had

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Features are good, you get an e-mail notificationandnbsp;when you get a voicemail and it comes free with the service.

The Bad:

Dsl is not enough for this voip, you have to at least have a cable or FIOS to have clear calls.

I've been with Vonage for almost 4 years now, I moved to a new house and I wanted to keep my phone number so I switched from Verizon to Vonage. For the first few months I had problems with the phone line, it was choppy, sometimes the phone would ring and I could not hear the person on the other line though they could hear me. I switched from DSL to cable to solve the problem and it did. After almost four years of being with Vonage I can say I'm pretty satisfied with their service. When my internet is down which doesn't happen very often, all calls are automatically forwarded to my cellphone so I don't miss any calls.

4 Yrs! No trouble!

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Call Quality, Setup, Self trouble shooting, Easy to integrate into your exsisting house phone wiring.

The Bad:

Customer service.andnbsp; But ofcourse it is from India.andnbsp; What now a day is NOT from India?andnbsp; It is about to get to the point of you call to order pizza and it will go through a person in India.andnbsp; BUY AMERICAN!andnbsp; KEEP THE JOBS HERE!

I have been with Vonage since October 2004. Since then I have had few minimal trouble with their service. Sure the adapter would loose connection but unplugging the adapter, counting to 10, and plugging it back in always worked great for me (and that is once in a blue moon). I have had Comcast internet the whole time I have had Vonage and the call quality is great, no difference from the old bell company service. My idea for having great call quality for a VOIP service line is not to have any malware or viruses running on your computers. Those little nasties can use up alot of bandwith that your VOIP calls use. Run your adapter off another router and do not hook a computer up to your vonage router. The more traffic the Vonage router has to take the more likely it is to give you trouble. Last but not least if you are on a cable internet connection and you have covered the first 2 item that I listed then turn that call quality setting on Vonage website all the way up. You will not notice the difference in your websurfing and online game play. By the way for the 4 years I have been with Vonage I have had the same adapter the whole time. **I am in no way connected with Vonage nor one of it's affiliates.**Noone paid me to write this review.

Poor service, Vonage lied to us about number portability

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

none.

The Bad:

Poor customer support.andnbsp;andnbsp; sales agents and customer support agents lie to you.

Vonage told us that we could switch our number over, even though their website didn't list our number as being switchable. They sent us the VOIP router, then when we tried to switch our number, it would let us. call customer support and they say we have wait a few days. Didn't work again. Call customer suppoort again, they make us wait again. this went on for days.They finally admitted that our number couldn't be switched over and denied telling us that it could be. They lied to us.But they had no problems charging us for a phone line that wouldn't work. We had to protest charges on our credit card.

vonage truths

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

price

The Bad:

poor customer service

you do not get a free month. customer service is beyond awful. i recommend you never use them. they cheat and charge you for service you do not use.

Good VOIP with Poor Customer Service

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Easy to setup; just works!

The Bad:

Hope you don't need to request customer service.

Working with customers is not their forte. Caller ID is screwy. They blame the originating service provider for not publishing the name properly. So -- why is it when I call from an Vonage line the receiving line gets no useful information? Doesn't that make Vonage the originating service provider? Talking with customer service does you little or no good. You have to send them an email and then instead of calling they send you the "answer" which is not related to the question!

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

clear signal most of the time. available 99% of the time. Good web page for reviewing your details.

The Bad:

The second highest price of the 10 providers in my area.

I have owned a Vonage number for approximately 4 years. Initially it was a headache to get it setup. However, after that time it was a no brainer. With respect to my internet connection, I do have a good one. A good provider should have low ping times and high upload/download rates. These should stay stable over the length of the call. Some ISP's give you an initial boost on download but then tapper off. Also, many IPS's have good download rates but horrible upload rates. Cable modems can often be like that. After all, a phone conversation is a two way thing. If you can't upload properly then the conversation is going to be bad. About the only thing I do not like about vonage is it's phone rates. They keep on telling me they are the best in my area but when I give them links to their competitors they babble about superior service. What is it. Superior service or the best rates. With more and more companies offering VOIP services, check around. Many of the ISP's, cellular and other companies offer voip service.

Avoid Vonage!

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

We have had Vonage residential for under 6 months and have had them replace the equipment FOUR times! Our down time has been about 6 to 8 weeks! Tech support is very, very slow.

Fraud through Vonage

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

Read the comments to see what a fraud Vonage is.

I called them to check on changing over to VOIP, unfortunately I got a person who didn't tell me all the extra charges and the two year commitment until almost the end of our conversation. When he told me this, I told me inno uncertain terms that I did not want theservice, that I would speakwithmy husband before making a two year commitment and not to hook us up, period. I spoke with my husband who agreed we did not like the tactics used by this person and we would look for another service or stay with our present phone service. Next thing I know they deducted equipments fees from our bank account. I called obviously, explained what had happened and was assured by a supervisor that it was handled and no account was opened. HA! I told the person I would not accept the equipment and told DHL to take it back to Vonage when it arrived. The supervisor had told me that my account would be credited when they received the equipment back. It never has been refunded. I held off with my letters to various officials until I made sure one way or the other. On April 14th, about 3 weeks later,I checked my bank account to find a deduction of $28.95 to Vonage. Irate, I called immediately only to be told I had an account. I had to go through the entire story, wait on hold for another supervisor, promised it would be handled again and that someone would call me in the morning. No phone calls have come. This is called FRAUD and I will not stand for it. Think of all the other people he has done this to, elderly or whatever, that haven't notice the money coming out of their accounts? I will tell teh world in every place I can about the fraud Vonage is doing.

Vonage is the best

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Features, Price

The Bad:

If you sign up for a service, you should have at least a little background about it.Probs exist because of your isp..and never forget to read it's TOS before getting mad about the fees.

Vonage - Poor VoIP

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

Vonage - Good Price Bad Product

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Good price.

The Bad:

Poor quality/service.

Very poor call quality and busy lines

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Easy to use. What should difficult, its only a VOIP something that calling card companies have been doing for years.

The Bad:

Over-subscribed, over-rated, busy lines, poor call quality...

Customer serviced

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

none!

The Bad:

First they lie to get your business, then they won't let you out! If I had the money, I'd start a class-action suit.

When I called to ask about Vonage and told them that I had wireless, they told me it would work fine. Liars! When after three months of garbled and dropped calls I called to cancel my service, I was put on with a woman who kept saying I understand how you feel, but who would NOT accept my decision to cancel the service. Finally, after 45 minutes (I timed it) of trying to cancel my service, to get off the phone I accepted her offer for a free month, put the vonage stick in my drawer and never made another call. However, I refused to pay another cent to them, until they put me into collections. I will never use them again, and recommend that you not either!

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

1. It's Cheap!!! 2. Quality is fair (not any better or worse than a normal land line

The Bad:

1. Not compatible with most security systems 2. No electricity No phone (not even 911) 3. Poor customer service

I was recently a new customer to vonage and I have to say I was disappointed. Vonage is nice because it's cheap but you know that saying "you get what you pay" well that's how I feel about their customer service. The phone overall was ok but the customer service is what threw me over the edge of not liking it, with some other excepts too. Like anything else, it's important to do your research and know all the facts before you sign up for a 2 year contract.

horrible customer service

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

better quality of call than other VOIP providers

The Bad:

Very poor customer service and lose service if experience power outage

I have used for Vonage for 6 months (1 year for all VOIP phone service). I got a promotion offer from Verizon for $14.99/month for unlimited local and long distance call. Then, I called to cancel my Vonage service. The Vonage customer rep told me that they can match the price; then I decided to keep since we have more features such as caller ID. One day I went home to find out that my phone was disconnected by Vonage without notifying me. Then, I called them to find out why. They told me that they need to open a new account so they can implement the special offer. I was very upset but continued to go along to open a new account with them since I do not want to lose my phone number. During the process the customer rep (from India) told me that the promotion of $14.99/month is no longer is available but it is $19.99. They opened a new account but they need to get the permission from the management (from the US) in order to implement the new price. The phone worked again. The next day I found out the phone was disconnected again. I called them and they told me that the registration of new account must be done manually with a special promotion instead of the automatic system. Then, I had to wait for another half day to talk the rep from the US to set it up manually. It was finally opened but they run into the number porting issue which I cannot receive an incoming call. The Vonage already own my number but I don't know how they do it. I am so tired of their customer service because their is a disconnection betweent the reps from India and US. Finally, I transferred my phone service back to the landline phone with Verizon ($14.99/month for 12 mos). I am so happy now.

Promises the moon, delivers turds

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

It was cheapish, when it worked at least

The Bad:

False claims, poor service, endless transfers and time on hold, impossible to cancel and they'll blame you for all of it

It was a good idea which seems to have been lost in greed. Dropped calls to voicemail almost from the start, never should have even once between the fact someone is always here and we have an answering machine. Finally the box died outright and they wouldn't replace it so I tried to cancel. THEN they wanted to replace it, so I waited. And waited. And waited. Contacted them only to find they now claim they never even offered me a new box, I've been sitting here waiting for a lie and paying for a service which I can't use.

Extremely poor customer service

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The call quality and reliability is as good as your internet service quality and reliability. I used it with Comcast A+

The Bad:

EXTREMELY POOR CUSTOMER SERVICE. CALL CENTER IN CHINA OR PHILIPINES FOR SURE, CUZ YOU CANT UDNERSTAND THEM AND UNHELPFUL

This is a perfect example of a great idea being executed to perfection, and then dying due to poor support. I am personally very very unhappy with their custoemr service - after calling for 18 months (since november 2006) I have finally managed to cancel my account - and I have been billed for each of these 18 months without usign their service.

Very Pleased

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Good price. Excellent call quality, Lots of features

The Bad:

Customer Service only average.

I have been a Vonage customer for several years. I went to SunRocket for a year but that certainly didn't work out. I came back to Vonage in October of 2007. They got my home number ported within a few days and everything has worked perfectly ever since. Fax works fine as I have 1.5 Mbps uplink speed. I did have one occasion to call customer service to clarify an issue with my number port and they could have been a bit more knowledgeable but they were courteous and did try to get me the info I needed. I have no idea what has happened to some of the folks that have posted reviews here but my experience has been great. I recommend Vonage.

Worse Sevice Provider Ever

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Service works well. No complaints

The Bad:

Thieves!!!!!

During setup, they made a mistake and setup additional account. They admit it was a mistake. Every month for 7 months, they billed me double. Every month or 7 months, i called to complain. Someone promises to fix it. Only to recur again. Eventually - they fixed it yesterday and CHARGED ME $145.00 FOR FIXING THEIR ERROR!!! Ofcourse I am complaining to BBB, and FCC.

After 1.5 years Vonage now Sucks!

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Not sure of any at this point

The Bad:

Uninformed customer service reps

I have been with Vonage for 1.5 years and for the most part was satisfied with their service unitl recently. I had an overage charge of $75 for long distance calls...whenever you hit $75 in calls during the month they automatically take the money from your debit card...I was surprised the first time this happened because they never mentioned it before but that was fine...I accepted it as thier policy...the problem came this weekend where there was an overage charge of $75 and for some reason, they keep saying that the credit card on file is not working...so OK I go online and click on make a payment to pay with another card so tha my service will ocntinue to work...however the software never processed the card (even though it said that it was accepted for processing) so I tried 5 times in total to pay (using three different cards...twice by phone) still none of my credit card companies even saw a charge and my phone service was still blocked. On top of that I paid online by check yesterday (making 6 attempts)...still NOTHING. thier customer service reps keep pretending to be nice but keep acting like I am doing something wrong eventhough I tell them that it's their system and that I paid online in the past with no problems. they promise to check into the payment (because they only can see what customers see online ...so stupid...and so they can not explain why all my payments are vanishing into thin air). They NEVER called...three times they promised and no one ever called! So I am going to another service provider who has excellent reviews on this website and has even better international rates than Vonage.

call forwarding

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

Email tech support doesn't actually read your question, responds with canned message.

The default call forward delay time is 10 seconds. You can go online and change it to whatever you want including immediate but parameter is not saved and the next time you turn on call forwarding, you to set the delay time again if you don't want 10 second delay. This was a deal breaker for me.

Vonage rapes us daily...

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Good service, easy to use.

The Bad:

Customer support is all over seas, they don't know how to handle problems other than state it will fixed tomorrow. Price

Vonage charges "overage" charges on a near daily basis. They claim we use more than the "unlimited" package offers. How is this possible to go over on an unlimited package. We are charged $700 for the service per month, then overage charges ranging from $70-$190 per day. The overage charges average about $100 per day. So $4000 per month for 8 lines. Not worth it. We're switching to Packet 8.

Worst service ever - BEWARE OF EXCESSIVE FEES!!!

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

Worst service and customer service. More importantly they charge excessive fees for different things. Read their terms of service to see all kinds of restrictions and fees that are charges. Service representatives care only about signing up people not about servicing people. Very pushy and most of them don't understand what you want (took many calls to resolve simple things..),

You become the telephone company

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

PRICE, sound quality, fun to administer, did I mentioned price?

The Bad:

Can become complicated to not technically saavy users (newbies)

Great service and value, some not technically inclined users can become overloaded by the technology. Once you get vonage you become the phone company if problems arise users have to solve them. I never had a problem with vonage even when my internet connection not at 100%. Long distance is superb as low as 1 CENT a minute to some countries! Technical support as you expected OUTSIDE the US! Like all telecoms... nothing new here. I would recommend the service to people that understand the technology.

Vonage VoIP

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Voice messages via email

The Bad:

Just a toy to play with. Not to replace a land-line phone.

My cable speed is 10M UP / 1M DOWN. Used Vonage for 3 yrs. On average 75% of calls drop. Quality at receiving party is very bad. Outbound fax transmission is only 5% reliable. Inbound fax - 2-3% reliability. Faxes over 3 pages do not get through at all. From the common sense stand point you will not get phone service at all.

Can't disconnect

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Reasonable reliable voip service

The Bad:

It is impossible to speak to a live person and they will not let you cancel your account easily.

It took six weeks for Vonage to port my number and then they billed me for another month 4 days after my number was ported. They provide no notification your number has been ported so you are on your own to call daily to see if your number is ported and you have to cancel that day or they will bill you another month.

Two lines meant no reliable tech support

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Good tech support for single line

The Bad:

Bad tech support for two lines

I was a vonage customer for about 1 year. The first 6 months I had only one line, and they seemed to be able to answer any technical questions I might have had. But add a second line, and their tech support team simply scratched their heads, and made me spend hours of my time working with them needlessly while they tried everything but the correct fix. Am changing to ATandT. Hoping a big name like that will have better tech support.

Poor Customer service

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

No Pros - you can get chaper and more reliable service from Skype or yahoo Voice

The Bad:

Very poor customer service. Just like AOL, cancellation is pain.

Vonage is all about marketting and signing up new cusotmers. Once you become customer your pain will start. Very hard to get customer service personel, sometimes it is more than hour of wait time. Worst part, try cancelling the service. Only God can help you.

Poor service

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Many features

The Bad:

Poor sound quality and absolutely terrible customer service.

Vonage will go out of their way to scam money out of customers. It is necessary to document EVERYTHING since they attempt to change terms of service and apply them to existing customers. They also attempt to repeatedly delay fixing billing errors in hopes the customer will become too frustrated and give up.

When will it work

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

cheaper and no verizon

The Bad:

when will it work, on what equipment?

Well, I've had them for about a week and will be canceling soon. I have 2 phones that work, the rest don't. All I get is static. Their fix - rewire the house. When it does work on the 2 phones that are ok, the echo is bad, sound quality average. And that is on high. Moved to low, might as well be using tin cans and string. And I had such high hopes...being able to dump verizon...

When will it work

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

cheaper and no verizon

The Bad:

when will it work, on what equipment?

Well, I've had them for about a week and will be canceling soon. I have 2 phones that work, the rest don't. All I get is static. Their fix - rewire the house. When it does work on the 2 phones that are ok, the echo is bad, sound quality average. And that is on high. Moved to low, might as well be using tin cans and string. And I had such high hopes...being able to dump verizon...

Vonage + uploading = dropouts

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Online billing, call forwarding options, independent of PC

The Bad:

Poor voice quality if you upload anything at the same time!

If you are uploading anything of significant bandwidth your voice will dropout as you upload it speak with others. Vonage service is terrible for this reason. I have tested MagicJack side by side under exactly the same conditions with Vonage and it excels at working smoothly without voice breaking up even with substantial competing upload activity. Vonage fails miserably even if it has wide bandwidth capacity available! Also MagicJack costs less for a year than Vonage does for a month!

Cancellation Nightmare

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Easy hookup, OK service

The Bad:

It will not be easy to cancell once you sign-up

OK, so I had vonage for three years and was on autopay, meaning that in three years I ALWAYS paid on time via my credit card. Now, when I decide to cancell vonage it when the nightmare begins. First off it took two days to get someone in their "cancellation department" to finally answer the phone. Each time I called, I was put on hold for 1 - 2 hours.... yes, 2 hours holding on the phone. When I did finally speak to Apu in India, I was asked insulting questions like "Well if you cancell, what are you going to do for phone service?" When I finally got through to him that I "just wanted to cancell" that's when all the offers of free service came pouring out of his mouth. Trust me if you sign up with this company, you will be in for a big surprise when you finally decide to cancell. Go on to Google and do a search on "cancelling vonage".... every horror story you read is true and if you sign up, you will really find out! BE WARNED, GO ELSEWHERE!

Customer Service is Very Poor!

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

ADvertise lower phone rates

The Bad:

Obviuosly lower prices coma at a HIGH Price!

I received their devices, went to install them, mind you there are 2. And only 1 port on the cable box, so I called tech support, they instruct me to connect them via cable to yellow, blue from box 1 to yellow of box 2, then blue from box 2 to router. Did that, disconnected the phone lines at the phone box outside, no phone. The built in recording says that the device does not support, and then another time says to try the outer phone port. Still no phone, so I call Vonage via cell phone, after 45 minutes spoke with tech support, who after 30 minutes now does not know what to do. So I say, i'll just cancel the servioe. Boy did things go sour in a hury, after another 75 minutes I got the disconnect guy who was the most rudest person I have ever dealt with. And then he wants to charge me 194.00 for canceling their crappy service????? How they got to be rated so high is beyond me.

just try to disconnect from Vonage

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

none

The Bad:

customer service is terrible

I called to disconnect my vonage service after my second router failed. We were moving anyway. The customer service guy convinced me to keep Vonage and offered to send a free router which we could take to our new address. An email appeared in my inbox where it appeared they were going to bill me 99$ for the supposedly free router. So I called again the next day to cancel service. Eileen in customer service told me she would cancel the router shipment but that I would have to call back after 9AM to talk with "mgmt" in order to cancel my Vonage service. I thanked her and called back after 9AM when I spoke with Jamie in "mgmt" who told me that 1) Eileen couldn't have canceled my router order because she was in customer service and not in "mgmt" and 2) that my vonage service could not be canceled because the pending router shipment could not be reversed. I asked her several times to put in a stop order on the shipment and cancel my service but she insisted that it could not be done. So while on the phone with her, I called on my American Express account, which Vonage debits, on my cell phone. The Amex agent graciously agreed to decline, block, or otherwise dispute any future charges from Vonage. I thanked her and related this to Jamie in Vonage "mgmt" and disconnected. I documented this interaction in an email to Vonage and I consider my account closed. If Vonage keeps trying to bill me, we shall see what happens. I strongly recommend looking for any other VOIP service besides Vonage.

poor service, don't use Vontage

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

I don't have time to address and write about all the nightmares with Vontage, but my experience was terrible, beyond description. They sent 3 boxes when I requested service, one to old address, two to new....had to pay to send them back, they claim they didn't get one, charged me for the box. They continued to draft my account for 5 months and I disputed every month and got a reserval, but the time and energy drove me nuts so I had to cancel the card. I spend countless hours on the phone with Vontage, I never hooked up their service, only received the box, then decided not to use their service because of the nightmares I heard about from other people. Run as fast as you can, pay whatever you have to pay, to have service elsewhere.

Customer service

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

None.

The Bad:

Poor quality when it is working. Very slow customer service.

My phone went dead on 12th Feb.2008 @7:30 PM. I tried customer support. The wait time was in excess of 25 minutes. So I tried on 13th at 1:20 PM. The wait was 30 minutes. My cell phone went dead in the middle of call. Caller ID is not working and the sound quality is horrible.

overall poor to average performance

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

easy to use, alright customer service

The Bad:

actual price, quality on line, could use more features for the price

Well it has alot of static and often I have to recall the person back or replace the call. Lots of echo too. Price is not what is advertised and that really is not right. They go after the big phone company for little fees and say then their service is on $24.99 and really it comes to $33. and plus change. And they attempt to run my credit card every 2 weeks even though the billing page will say my next payment is due on feb 18. I will get emails from them on jan 30 and then again on feb 4 and so on. They did get two payment in the month of Dec., one on the 8 and another on the 22. I cancelled my card and now I only allow a one time payment each month to go through. And they told me they would have to prorate a cancellation fee if I canceled before the year is up. Just as bad if not worse than a cell phone disconect. I had sunrocket before and they had way better quality and features than vonage, I was upset on their business going belly up. And chose vonage after not really finding a good replacement. Vonage does not offer half the features for a much higher price. I am only with them till my year is up so I can avoid a high disconnect fee. And the equipment is fine and its easy to set up. I am a programer though, but I think it would be easy for anyone to set up that uses a computer.

More Vonage Horror

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Easy to use when it works.

The Bad:

Scripted support emails 8 - 10 hours for reply.

Signed up Aug 2nd 2005. Started off a little rough with static the 1st few months but a firmware upgarde must have fixed it. Every few months adapter would have to be restarted, no dial tone and a heavy Russian accent recording saying "the vonage device cannot connect to the vonage network." Then Linksys adapter goes out completely Jan 2007. Contact Vonage, they say your on your own out of warranty. I say OK, ship me a new adapter and I will pay for it. Vonage, sorry don't you understand get your own adapter, we don't sell them to existing customers. OK, I get a new Motorola it works fine for a few days and then starts acting up. I email thier service and they say we will do this on our end and it should be fixed. $80 adapter never worked again.. PERIOD.. it died right there. Support says ohh check your power cord, now I'm upset and have no phone. Still have no phone service.

Vonage sucks

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

none

The Bad:

declined rebate, cancellation fee

I am extremely disappointed in their service. Vonage refused to give me my rebate after several phone calls because they said my rebate was only good at Best Buy online and not in the Best Buy stores. Well Best Buy was advertising the rebate in their store and even printed a rebate receipt for me! What a bunch of thieves. Finally my dial tone is gone for the tenth time in 6 months and I decide I've had it so I call to cancel my service. And they charge me another $40 just to cancel!? What a bunch of crap, I hope Vonage fails miserably!

Cancellation

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Phone Features

The Bad:

No caller ID

I had difficulty canceling my service. It took several months to cancel as the reps at Vonage did what they could to keep me. It was as if "no" was not an answer they were allowed to have. I was pressured, given discounts and any thing else that they could do. I paid for the service for several more months just because I wanted to get off the phone and could not et my service canceled. I only wanted to canceled due to the kind of internet connection and equipment that I had changed to did not work with the Vonage adapter any more.

Bad Equipment / Bad Customer Service

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

BAD EQUIPMENTS / BAD CUSTOMER SERVICE

Offered the Motorola Wireless Router for $60 extra. They admitted they knew router has many unacceptable known issue then after hours of technical support and customer support offered to replace it with the free device without a refund or credit. DO NOT BUY VONAGE.

A WAIT OF MONEY

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

NOTHING

The Bad:

EVERITHING

I HAD AT AND T AND TRANSFER IT TO VONAGE BECAUSE AT AND T HAD ME SUPER TIRED BUT VONAGE HAVE ME CRAZY. DONT WASTE YOUR TIME WITH VONAGE. SAVE YOUR SELF. DONT TRY IT.

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

none

The Bad:

Too many to list

Service is worse than aweful and customer service is non-existent! I have never been treated so badly and lied to so much by a service provider! Beware!

Why do people says its crappy

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

I at first didnt want to get vonage because people told me it sounds horrible and not to get it. But when I upgraded to cable internet I wanted to also get away from att phone company so I figured ill give it a shot and when I got it it worked great. Some people didnt even think my dishnetwork caller id would work but it works better with vonage than it did with att. every call comes right up so I think the sound quilety might just depend on the kind of internet connection u use!!!

Why do people says its crappy

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

I at first didnt want to get vonage because people told me it sounds horrible and not to get it. But when I upgraded to cable internet I wanted to also get away from att phone company so I figured ill give it a shot and when I got it it worked great. Some people didnt even think my dishnetwork caller id would work but it works better with vonage than it did with att. every call comes right up so I think the sound quilety might just depend on the kind of internet connection u use!!!

BAIT and SWITCH

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

NONE

The Bad:

UNLIMITED means RESTRICTED.... 24.99 means 49.99

BAIT and SWITCH 411 towards the end 1.) Service quaility.....always static on my line....I can reboot everything a millions times, have otuside lines replaced.......STATIC won't go away 2.) Reliablility....sick and tired mof hearing..."I am sorry the vonage device cannot connect to the vonage net work. So if you want a VOIP with a dial tone...don't expect it from Vonage. 3.) Customer Service......polite forigners but they have the I-Q of dryer lint. As to the American staff....they are nice too, usually agree with the customer but never do anything to fix the problem. 4.) BAIT and SWITCH....you will notice with all/most VOIP they have a TOS page. The TOS CLEARLY spells out TOS...such as...if you consistantly use more than 2500 minutes per month opna resedintial line you may be notified that you have to upgrade your plan....or if you consistantly use over 4000 minutes per month we will bill you .04 per each additional VONAGE howver has no set terms in their TOS for residential line other than you must use a residential line for residential purposes ONLY. Fair enough right? Well below that there is an AMBIGIOUS TOS clause that says somehting like this......unsually high call volume will result in a business upgrade. Sound like if you have a business line and yopu make more calls than allowed in your plan you will get an upgrade or be charged extra. No that's not it......they mean if they determine you and your teenagers are sp[ening too much time onthe phone re: your "UNLIMITED" 24.99 residential line...your 24.99 home line will be automatically billed at Vonage's HIGHEST RATE without your consent. They will charge your credit card the MAX they can. BOTTOM LINE...you better figure out how many minutes you, your teenagers and anyone else who uses your phone consumes.....even if you know the amount...you will never know if it is too much for Vonage until it's too late. NO SUCH THING AS "UNLIMITED" residential plan folks.....THEY ARE RESTRICTED from day one....."UNLIMITED" is a ONLY GIMMICK to REEL you in.

BAIT and SWITCH

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

NONE

The Bad:

BAIT AND SWITCH

NOT AN UNLIMITED PLAN...they monitor use...IF VONAGE determines you and your teenages make too many or recieve too many calls they AUTOMATICALLY SWITCH YOU TO A 49.99 PLAN and no matter what you do they never change your home plan back to 24.99 see TOS...24.99 plan must be for residential only...of course mine is see TOS Unusual high call volume clause DOES NOT SAY WHAT UNUSUAL IS AT ALL....they determine what unusual is and do not set an amount of calls or minutes used. SO BE FORWARNED.......YOU HAVE A FAMILY...TEEENS IN THE HOME..KEEP THEM OFF YOUR PHONE OR YOUR SO CALLED UNLIMITED PLAN WHICH IS REALLY A RESTRICTED PLAN WILL BE SWITCHED BY VONAGE VONAGE IS FULL OF GIMMICKS, FALSE ADVERTISING, DECEPTIVE TRADE PRACTICE, FRAUDLENT BILLING AND THEY ARE NOTHING BUT A HASSLE TO DEAL WITH...... SHOP ELSEWHERE...THEY HAVE NO SUCH PLAN AS UNLIMITED...IT'S AS SIMPLE AS THAT

Not bad

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Very reasonable cost

The Bad:

Poor quality calls

I have had very mediocre service on my Vonage phone. Before I got the service, I upgarded my DSL service so I would have good quality. For the first two weeks, I could hardly make or receive a call without terrible quality. I called customer service (on my cell phone) multiple times to try and solve the problem. The call quality is not reliable. Sometimes it sounds fine others I have to try and call back. Normally, incoming calls aren't bad. I was supposed to get two months free, I was charged and now have to call them again to have it taken off. I am considering trying a different service.

Overall Qualities

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

cheap service prices dont go up

The Bad:

poorquality.poorcustumerservice.lackoftrustincompany.questionable onhowlongtheywillbearoundduetolossoffunds

Vonage was a great company for VoIP. It got the digital name out there for other providers.. they gave a good price and stuck to it. However... they did not go about it the right way. I used to be a customer and sold vonage for them.. actually one of the leading sales teams in getting them to 1 million customers. They infringed on other companies first of all. No good phone comapany can do that. They use way too much internet.. So every one that left a comment saying that its dumb customers that dont have good enough internet then they are the ones to need to think about what they are saying.. Vonage uses compression codes that are not pattented as companies like Packet 8 have their own unique compression codes that make your quality higher. Also customer service is a hassle for 80% of people. Just like any other company the customer service is people like you and me. mostly students just wanting a job for a little while though. So you might get the rare one of five that is nice and helpful but the rest are just pushy and edgy and not very much help at all... they just want customers... my email is codieevans@yahoo.com... I can offer solutions for VoIP but mainly just answer any questions you have considering i am a VoIP annalyst. or call me at 408 717 4136

Worst Customer Service and A scam to lure people

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Its cost effective if works only ..

The Bad:

Sick customer service and worst voip phone

At first when i wanted to get it to VOIP,m i was very excited.Vonage cheated me by notgiving the proper equipment.I was charged for 12 month and officially used the service for 2 month on and off.. When asked to disconnect i was charged a disconnection fee which they do not mention.. Customer service takes min of 25 mins hold and you are transfered to "n" number of guys and everybody verifies your address.etc ,, finally i was sick of the service so i paid all the money and got out of the VONAGE trap. People be aware of this company ,,

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Cheaper than the phone company

The Bad:

Hard to switch away from and impossible to speak to a live person.

When I switched from Verizon to Vonage my number was ported in less than a week. When I switched away from Vonage they took six weeks to port my number. Four days after my number was ported they billed me for another month but they are providing no service. I have yet to get a live person to speak to me. They only correspond via email. If you liker personal service, stay away from Vonage.

disappoinment

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

acceptable voice quality

The Bad:

poor service unreliable

My wife and I installed VoIP systems for both our home and office at the same time with the residential being Vonage and the business being a competitor. While the quality of calls we received on the Vonage system was acceptable, just about everything else was miserable. In the 4 months we had the service, we were unable to receive long distance calls, which turned out to be a problem of Vonage routing improperly. Customer service was poor if you could reach them and extremely rude. We gladly paid the $100 plus charge for them to disconnect and then we were unable to get any service for another 3 weeks due to Vonnage not transferring paperwork back. Six months later, we were contacted by a collection agency regarding the three weeks we had no service whatsoever. Meanwhile, things go well with the competitor VoIP used in our business. I would be hard pressed to recommend Vonnage to anyone.

add additional 10 dollars

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

The ad says $24.99 but you will get a bill for $35+. Nothing benefitial if you just need long distance.

International Calls

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Customer care is nice except hard to understand sometimes due their lack of English speaking abilities.

The Bad:

Charge from beginning of call Not from connect. Tech Support makes things worse. Call drop outs and poor quality.

ALL CALLS are charged from the time the button is pushed to make the call and NOT from the time the call is connected. This would normally add a minute to the bill for each call made...BUT when using Vonage to make calls to Kyiv, Ukraine (our primary use) 61 percent of the calls fail to connect. That is 59 failures out of 97 attempts which added at least 87 minutes of time to our calling plan. Sometimes when we make the call we will not even hear it ringing but we will be charged for as long as we wait for it to start ringing. (International call are sometimes slow to begin ringing.) Sometimes we will hear it ringing but it will not ring at the other end. (We have verified this with the party we were calling on many occasional after we do finally get through on a call.) Some days we make 10 to 15 calls a day to various Ukrainian numbers and only get ONE connection. This is very unreliable! We have called Vonage Customer Care three of four times in the month and a half we have had the service. Each time it is about a half hour to get to talk to someone and then we are on the phone for an additional hour or more. On January 21, 2008 we called and the Customer Care Representative bumped the problem to the second level Technical Support. From our call today (January 26, 2008) the second level support has been working on the problem...BUT things have only gotten WORSE!!! We are rushing to dump this service before the 60 day grace period runs out and they whack us with a SIXTY DOLLAR ($59.95) disconnect fee.

Rebate ripoff

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

would be nice if Internet connections were cheaper to take advantage

The Bad:

Very poor customer service. Their Account Managers are not very professional

They are not fair with their rebate policy. I was given 60 days and due to high cost of the DSL line in the area and Vonage it was not worth the price. I called to cancel and they gave me a site to try and get a lower cost for a DSL line that may meet my need. They said they would extend my time another 30 days. After 2 weeks I could not find a better deal and called back to cancel. The account manager said that my rebate expired yesterday and that I would be charged another $96.00 for canceling my account. What a ripoff

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

This has been the worst experience with ANY phone company I have ever encountered in my life and my experience of having phone service for the past 40 years. You have Reps that are dishonest and you tell customers what YOU want them to hear so they will continue business with you. And I would not be surprised to find that there are quite a number of customers you are losing. I had terrible service and it took me 5 months to end that service all because of the promises and lies the Reps kept putting me through to continue my service. First I was told when I called that I would be liable for fees for disconnect and not having the service for more than 180 days. But I was told they would WAIVE those fees if I gave them a chance for another 2 months which I did. They said to just contact the support department and they would work out the issues I had and that never happened. Then I called back 2 months later and they said well just let us give you two months free service and they did that. And around the 5th month I called and said I was still dissatisfied and had gotten service with another provider. At that time I was told I would still be charged $97.20 to end the service. I said well you better look back at your notes and see what I had been told about that. The Rep I talked to refused to even do that and just said I would be held responsible for those charges and they took those charges on January 22nd. I am telling everyone I know not to use your service!!!!!!!!!!!!!!!!!!!

Customer Service for the Birds

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Just cant think of any PROS for Vonage. VoIP is phenominal and is much better than the "BIG PHONE COMPANIES"

The Bad:

CONS- where to start.... Vonage is HORRIBLE sice the "judgement". No one in "customer care" actually cares.STAY AWAY

I have been a Vonage customer for over 5 years. My phone service has been out for 2 months with no end in site. Vonage sent BROKEN replacement device and I have spent a combined 5+ hours on the phone with them trying to resolve issue. If you run into a problem, GOOD LUCK with getting help in a resonable time frame. Steer clear of Vonage... Since the judgement they have been going down the tubes with reliability and customer service. I am in the market for another provider and will switch within a week.

Vonage Going down the tubes

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

Customer service going down the drain... was instructed to web-site to get CS email address.

I have been a Vonage customer since they started. They used to be GREAT, however in the past 2 years the service level has gone down the tubes. If you encounter a problem, good luck finding someone who speaks English or can actually help. Replacement devices are taking 2 weeks before they even ship. My phones have been out of service for OVER 4 WEEKS with no resolution in site..... STAY AWAY FROM VONAGE....I am changing providers right after this post.

free Acanac phone service in the 647 (Toronto) area

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

very satisfactory!

The Bad:

Really happy with my Voip phone connection through ACANAC. customer service is very responsive. I wanted to get rid of my landline completely Thanka Arrabi

Don't trust Customer Service

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Reliable service, good sound quality

The Bad:

Horribly support, they don't document case information, there account managers are unhelpful and arrogant

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

Read the fine print

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

Like a disease, once you sign up almost impossible to cancel. Phillipine support staff is not very substandard

Good luck canceling during the "free" trial. They hit me with a disconnect fee of $39.95, immediately charged me for the connector $39.95, which they said would be refunded upon following the instuctions to return the box. And have not refunded the service setup and monthly fees. NOT FREE

Great Service

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Lot cheaper than tradional phone service. Just as many if not more features. Savings of over $25.00 per month.

The Bad:

No Cons at all...I love that my phone calls can be forwarded to any phone number I program in.

I have only had to call Vonage CS once since I ordered the service in Feb of 2006 and that was because I upgraded my router to a wireless and CS had to activate the new router. Once my internet service provider upgraded/updated their servers I have not had any problems with Vonage.

CAN'T BEAT THIS ONE

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

PRICE, QUALITY AND RELIABILITY

The Bad:

CUST CARE SOMETIMES ARE DIFFICULT TO TALK TO

ALL VoIP SERVICES RELY ON THE INTERNET AND VONAGE IS NO EXCEPTION TO IT... AND DO SHARE THE SAME WEAKNESS AS WITH ALL VoIP LINES... WHEN INTERNET GOES DOWN, PHONE GOES DOWN WITH IT... BUT REMARKABLY VONAGE HAS INCLUDED FEATURES THAT ALLOWS ME NOT TO MISS A CALL... AND FOR ITS PRICE RANGE... YES A BIT PRICEY BUT THEN AGAIN... IF YOU ARE LOOKING FOR QUALITY SERVICE AND RELIABLE VOICE QUALITY VONAGE IS THE WAY TO GO... NOTHING BEATS ITS PRICE AND FEATURE PACKED PLANS !!!

Ok - If you never have a problem

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Clear, reliable connection; accurate, timely billing

The Bad:

Customer service people don't speak English; friendly via email, but pay no attention to details; incompetent

Vonage is fine, technically - if you never have a problem. However, their customer service people can't speak English and they can't handle a simple problem such as a password reset. (It took 2 hours and 3 different people to accomplish this.) I can't imagine what I would do if I actually had a complex problem...

Good Quality - Terrible Customer Service

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Ok/Good Quality

The Bad:

Customer Service and Technical Support

Overall, myself and parents have used Vonage without problems. Service seemed consistent and there was no probably with quality. However, customer service is a definent problem. Both Online Chat and Phone support is handled by outside US call centers yielding long troubleshooting periods, misunderstandings, and overall unsolved issues.

Avoid it!!

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

its cheap, thats the only pro

The Bad:

you get what you pay for.

I used to rave and save with vonage. Now they are the worst! The company has somewhere between 50-100 million in the negative due to patent infringements and now nortell is also suing them. This was once the best product i ever had and used it for 5 years now, but now i recommend you stay far far away. Choppy audio, foriegn tech support that doesn't understand english, long long wait imes [ its 1 am and im on hold because my phone keeps ring me and everyone else i talked to today over and over since 8 pm], all the features work bad...etc. I have 6 vonage lines in my home and business and i am in the process of moving the numbers because of the quick decline in service. The last line [home] is the one im on the phone with tech support at 1 am trying to get them to make it stop ringing and calling my friends at 1 am. Vonage was once great but it is a shame what has happened to them. Avoid them and save your fustration. I type 10 words per minute, typed all this and im still holding for tech support...[17 minutes]..

Service

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Godd quality when it works.

The Bad:

Service stops for no reason.

They cannot be reached via email. Tthey always direct you to the self help, time after time. The phone tech support has never picked up!

Overal ok

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Mobility and reliability

The Bad:

Sound quality, offshore customer service and price is a bit high

Vonage service is ok, I would not recommend them due to the fact that they are higher priced than other VOIP companies, their sound quality is not consistent and their offshore customer support is not very good.

Wait till you have to disconnect the service

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Price

The Bad:

Customer service for disconnection

I have been a vonage customer for 3 years. There service has been good. Voice packets started getting lost. The cable provider blamed vonage and vonage put it on the cable provider. Eventually I wanted to get a traditional analog line. You have to get on the phone for hold 1 to 2 hours to disconnect your service. Disconnection is possible only from Monday to Friday between 8 AM to 8 PM. I paid for the service for 3 months without using it because I could not spare 2 - 3 hours during regular work hours.

NO PROBLEMS!!!

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Local number in an International country, very cheap.

The Bad:

cust service takes a while.

I have had Vonage for almost a year now and its great. I didnt think that VOIP would work as well as i thought but its awesome!!! I also have the next 6 months free due to referals. For every person i refer i get 2 months for free and the person activating gets an extra month free. I figure if i keep refering people then i dont have to pay. If anyone is interested call the rep who helped me out, 786-525-9083(ask for carlos) you will get 2 months free and so will i he also ships the equipment at no cost. just give him my vonage number 305-851-7219.. Thanks

Service -- Not any.

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

service ok when it worked

The Bad:

When the service did not work Vonage would not help.

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

painful service

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

works well if you're on enterprise class connection...but always chewing up ports and dropping calls

The Bad:

painful support service

Not liking it

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

When it works, it works well, especially on a fast connection

The Bad:

packet dropping

Dishonest Customer Service

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

No Pros!

The Bad:

Customer Service, Customer Service, Customer Service.

I signed up with Vonage 1 year ago. When I signed up I asked if there was any commitment on my part. They said no. I asked again if there was any contract. I was told no. I said would there be any cancellation fees. I was again told no. After that the service was ok. We couldn't use the internet at the same time as using the phone. (it reminded me of dial up.) In August we tried to cancel because we were moving and knew we would be in corporate housing and would not be paying for our utilities or services there. When I called the CSA tried to get me to stay. I went round and round with her for over a 1/2 hour. She finally listend when I told her that I just wanted to cancel. She then told me that I would be charged $40 if I canceled before my year was up. I argued with her that we were told there was no contract. She said it wasn't a contract because if it was they would have charged me $200. I agreed to drop my service to $4.99 a month basically it would hold the phone number for us. I figured that was cheaper than the $40 since I would be cancelling in 3 months. When the charges showed up they were for $8.99. I called in November to cancel and was then told that I had to call on my billing date which was November 29 to actually cancel and not be charged the cancellation fee. I asked her if my credit card would be charged that day since I was calling the same day. She said to just call and make sure to tell them not to bill me for Nov. 29 - Dec. 28. I called today and now have been told that if they don't bill me today that I will be charged the cancelation fee. Everytime I have called I have been told a different story. Not to mention that you have to wait on hold for at least a 1/2 hour before someone will answer. I tried to speak to a supervisor but for some miraculous reason the supervisor was busy and she has NO extension to contact her. How convenient for them. It is not the money anymore that bothers me, it's the fact that I am sure that I am not the only person they are doing this to. I want to make sure that it doesn't happen to anyone else. I don't like people to profit by being dishonest.

Broadband Installer

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

I installed Broadband for [cable company] and had the premium internet service (10 Megs)for free. I had Vonage for my wife's business and everyday there was a problem. CSRs(Customer Service Reps) were quick to blame my internet speed but I quickly nipped that one in the Btt by stating that I install broadband and I ping tested my modem every single day. My cable signal was optimal throughout my house. Once I spoke to a helpful lady, she realized it was NOT my cable signal, nor was it my modem. It was their equipment. I filed a complaint with the FTC (Federal Trade Commission) and BBB. Needless to say I got my money back.

Broadband Installer

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

I installed Broadband for [cable company] and had the premium internet service (10 Megs)for free. I had Vonage for my wife's business and everyday there was a problem. CSRs(Customer Service Reps) were quick to blame my internet speed but I quickly nipped that one in the Btt by stating that I install broadband and I ping tested my modem every single day. My cable signal was optimal throughout my house. Once I spoke to a helpful lady, she realized it was NOT my cable signal, nor was it my modem. It was their equipment. I filed a complaint with the FTC (Federal Trade Commission) and BBB. Needless to say I got my money back.

Believed in Vonage so much, became employee!!!

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

great to send to family in international countries with local united states phone number. Really cheap for everything th

The Bad:

I have had vonage for 2 years and have seen how much they have grown that i decided to work for them and am noiw a manager. I recommend Vonage to everyone. If you need info call 786-525-9083.

Great features; can't fix poor call quality

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Features, internet interface

The Bad:

Call quality

I've had Vonage for a few months now and am giving up. First I had a wireless router and used their adapter. When I had call quality problems, I tried to fix the problem by buying an expensive integrated Linksys router/Vonage adapter. The call quality was ok for a while, but then I started having problems that became constant. I changed phones, changed wires, changed routers, upgraded firmware, you name it. My cable mopem speeds are routinely 2Mpbs for upload and download, so I didn't suspect a bottleneck. I finally emailed customer support (because I couldn't call them with the poor phone quality) and gave them all my particulars. They responded via email with a number of suggestions, including that I not upload/download while on the phone. I responded to all their suggestions (including a "what, are you kidding me?" to that particular suggestion) but still couldn't fix the problem. I just now ordered service from VoIPYourLife and will see how that service goes. I've heard horror stories about trying to cancel Vonage, so I'm hoping I won't have a problem there. All this being said, when the service worked, I loved all the features. I would find it very difficult to give up VoIP altogether.

Vonage is A OK

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Unlimited local and long distance calling; You could use it anywhere in the world.

The Bad:

Must have a direct number to customer service.

Im currently using vonage for about a year now and what I really love about this is that I could call my family in the Philippines all the time with no extra charges. I just had to send a vonage phone adapter to them and they just connected it to an internet connection there. I just love it and am referring my friends over.

customer service

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Works well when it works

The Bad:

Pray you don't ever need support

Oh horror of horrors. Took them three months to get my number transfered. When their router died they said I would have one in three days. In three days, it had NOT even shipped. Support is in India or somewhere. Going to find somebody with REAL support

do not use them you will regret it

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

terrible service, no dial tone, does not work with computer

Incredibly Pleased

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Incredible quality in spite of poor Internet connection

The Bad:

Difficult to find customer service phone number but excellent service when you finally call

I've been a long time customer and am extremely please with the service. I'm very puzzled by the posts on here about customer service. I've been blown away by Vonage's customer service. Although I must say I was raving mad about how hard it was to find the number to tech support. When I got them on the phone they were incredibly knowledgeable and professional. I've called in many times over the years and over the last year their customer service has been amazing. It was so not good before that which is when most of the reviews here were posted. A while back I moved and had a net Internet connection situation. My call quality was very poor. I called in to have Vonage fix it and they did. I subsequently found out my roommate was sending a 30 GB file and that was causing the problems but Vonage still worked (after some tweaks by tech support) in spite of that!

phone service

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

it is cheap to use and sounds good on demostic calls

The Bad:

sometimes you can hear yourself talk on the phone (echo)international calls only

Not Bad

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Easy to use

The Bad:

No Blacklisting charge for softphone.

I have used Vonage many times. Their web portal has been the easiest to use of all the providers I have tried. My two problems are they charge to use a softphone and they have no Blacklisting feature.

Vonage - VoIP The Truths...

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Fairly simple setup

The Bad:

Lack of understanding how to deal with network issues such as chatty broadcast networks.

So I've read all this junk looming around about how much Vonage sucks. I read the same results for all other VoIP Providers. Do you actually think that something more than a particular company sucks? Ok, so I must admit that service isn't necessarily the best nor is it for any provider. I must also admit that when I first plugged my vonage box into my broadband network, the voice quality was not all that great. As I'm sure many of you have experienced. I work in the Computer Networking Industry and realized immediately what the problem is. My broadband provider (Comcast). First and foremost, you must understand that cable broadband providers operate on a shared network hub for groups of people thus creating lots of chatty broadcast junk traffic. This traffic unfortunately must be looked at by any device plugged in. Meaning, your Vonage box was required to read every broadcast packet. This impacted performance and quality of service for Voice. Simple solution...ROUTER/FIREWALL before the vonage box. You probably want to scream about having to add another box in your network. Look at it this way, extra protection for your network and your voice quality will be perfect since Vonage device will no longer see all that chatty broadcast traffic. I have noted that on other broadband services such as DSL this is not necessarily an issue since the DSL link is a point-to-point between the service provider and the end user (not a shared network with multiple users in a segment).

Poor

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

they have none

The Bad:

everything

Poor

Worst Customer Service Ever

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

I have had Vonage for over a year and it's the worst customer service ever I've had. I've finally had it and I'm switching to another service. People laugh when they say oh you got Vonage.

Worst Customer Service Ever

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

I have had Vonage for over a year and it's the worst customer service ever I've had. I've finally had it and I'm switching to another service. People laugh when they say oh you got Vonage.

Terrible Service/Overcharges

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

nothing

The Bad:

everything

I was overcharged repeatedly! and vonage never-responded to my e-mails and you can forget trying to contact them by phone over an hour wait and nothing!they shut my service off, i am now going with phone power.com vonage is a nightmare!charged me double!

Unauthorized charges

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Good if you want to Get your enemies on this service

The Bad:

Will not resolve billing issues, you'll have to close your account to be rid of them

This company is and should be sued. They will take money out of your account without proper authorization! And the billing is suspect...fees keep increasing (unexplained) every month!

don't get sucked in!

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

I haven't experienced any

The Bad:

don't get me started

KIt has been almost 2 months, and I signed on to vonage with a great deal. 2 months later, my # has still not been transferred. I have talked to vonage at least 8 times, and each time they told me it was in process, and would be completed in 7-10 days. Meanwhile, I am paying vonage for a phone # I don't want, and my old phone co. for a phone # I can't use.

Avoid Vonage like the PLAGUE

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Absolutely NONE

The Bad:

too numerous to put here

Where should I start - it took over 6 hours on the phone with vonage's "English" speaking tech's to get it just working, then there were the 2 trips by vonage's on-site installers, and one trip by my DSL provider to make sure everything was working on the DSL end which it was. I kept telling myself that I was saving a lot of money. But then there was the crappy sound quality - customers could not hear us and visa-versa. Calls never rang through, messages that were left never showed up in our voice mail. Then I spent several more hours with Vonages' techs in India - I particularly liked "Lance" who could not even understand my questions - he kept giving me "script" that in no way addressed the issue I was calling about. If you want to ruin your business - sign up with Vonage. The last straw came with trying to get the fax machine to work with Vonage - why I was stupid enough to transfer this number to Vonage as well I do not know. I spent over 3 hours on the phone with 3 different tech's only be to told that another on-site visit would have to take place, but no one could come for 4 days!!!!! I tried to complain to customer service, but after waiting on hold for over 1/2 and hour as soon as I started my list of complaints - I was hung up on. I tried again - hung up on. Tried account management to see if they would give me a further credit for all of the time I have spent to get Vonage to work - finally got through after almost an hour and was immediately disconnected. So I have now done my research and I am switching companies. What a nightmare - DO NOT UNDER ANY CIRCUMSTANCES USE VONAGE!!!!!!!!

Avoid Vonage like the PLAGUE

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Absolutely NONE

The Bad:

too numerous to put here

Where should I start - it took over 6 hours on the phone with vonage's "English" speaking tech's to get it just working, then there were the 2 trips by vonage's on-site installers, and one trip by my DSL provider to make sure everything was working on the DSL end which it was. I kept telling myself that I was saving a lot of money. But then there was the crappy sound quality - customers could not hear us and visa-versa. Calls never rang through, messages that were left never showed up in our voice mail. Then I spent several more hours with Vonages' techs in India - I particularly liked "Lance" who could not even understand my questions - he kept giving me "script" that in no way addressed the issue I was calling about. If you want to ruin your business - sign up with Vonage. The last straw came with trying to get the fax machine to work with Vonage - why I was stupid enough to transfer this number to Vonage as well I do not know. I spent over 3 hours on the phone with 3 different tech's only be to told that another on-site visit would have to take place, but no one could come for 4 days!!!!! I tried to complain to customer service, but after waiting on hold for over 1/2 and hour as soon as I started my list of complaints - I was hung up on. I tried again - hung up on. Tried account management to see if they would give me a further credit for all of the time I have spent to get Vonage to work - finally got through after almost an hour and was immediately disconnected. So I have now done my research and I am switching companies. What a nightmare - DO NOT UNDER ANY CIRCUMSTANCES USE VONAGE!!!!!!!!

Vonage is a leader, good deal

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Easy intallation Clear calls Transferring your existing phone number to your Vonage account

The Bad:

More expensive than other VoIP providers, such as Packet8 Poor customer and billing service

In order to use the service, customers must purchase or use a "Vonage" branded "VoIP router" or a phone adapter that connects to their main router or broadband modem. John Scofield Voip Providers

Vonage sucks

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

none -- biggest "pro" was all the customer reviews on this site.

The Bad:

horrible customer service

Very Bad Service

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

NON

The Bad:

BAD SERVICE - THEY DONT KNOW WHAT THEY ARE DOING

I have had to hardware now for 4 days and I am still unable to use the service. Each time I try calling I get another excuse, and NO SERVICE. I paid for the expedited delivery as well.

NOT WORTH IT, GO SOMEWHERE ELSE

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

You have a phone line, which you can get somewhere else...

The Bad:

VONAGE IS A RIP OFF, PROMISES WHAT DOES NOT DELIVER, AND THEY CHARGE YOU FOR UNUSED SERVICE.

BE FOREWARNED! DO NOT get a service with VONAGE. After 2 years with Vonage with some problems, I called Customer Service to change my phone number. I was transfered to Phillipines. The girl offered me 2 free months for not changing my number right away and offered to lower my bill for $13.95. Without my approval, SHE FUCKING RAISED MY PLAN TO $44.95, from $14.95! I didn't know what she did until I spent a good 8 hours on the phone to get my phone number changed to no avail (VONAGE Customer Service sucks, big time). At the end, I cancelled the service after having spent a good 8 hours for nothing. They offered me all sorts of reasons to stay, but I was already FED UP with Customer Service promising what they do not deliver. The charged the month ahead for cancelling on the last day of the billing cycle. I am paying for the current month, but I have no service. IF YOU WANT TO GO THROUGH THE SAME, GO AHEAD AND SIGN UP WITH VONAGE. YOU HAVE BEEN FOREWARNED!!!!!

We Know better.

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Nice price.

The Bad:

You name it they got em.

it's your FAULT STUPID CUSTOMERS, it's NOT VONAGE... ervin lloyd: This guy ervin lloyd almost has to work for vonage or is the owner of the company. It's not the customers fault, though we all know that the customer can't be right all the time but in this case they are right. I was thinking about going with Vonage, so I called to get a quote, the person whose english was extremely broken kept on pushing his sales tactics and thats ok, but once i have said no to you more than 2 times it's time to give it up. Then when he saw that I was not going to buy he hung on me, no thank you for calling vonage or if you change your mind please call back. Nothing like that, just hung up. Then I thought to myself let find some info on the company. I found more bad reviews than good ones. When I hear or read things like that about a company, from different people in different states, that lets me know it's not a conspiracy against the company, they really are bad. I don't have Vonage and would not want it. I know 10 people alone who said when they tried to cancel the free service they were charged. OK, the key word is free. If you say I get a free service and would not be charged for it, then thats what i expect. Not a damn 100.00 charge on my account. Also having the right internet connection has nothing to do with the crappy service they provide Ervin! You would think you would know that. Though I understand you have to deffend your company. A word of advice it's not that serious. So Ervin please do not blame the customers because your company only cares about quantity and not quality. Your the stupid one for even trying to push this crap on anyone. Hell, I work for Verizon and I do not like the service and would not suggest it to anyone, but I would say they are a good company to work for and that's all. Nothing more, nothing less. So Ervin Shut The F Up! You know the company sucks and^(*%! Now run and tell that to your boss and tell em I said. Email me I don't care. What are you going to do charge me for a free service I don't have.

Don't use Vonage

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

They are a phone service

The Bad:

poor cusomer service.

NEVER accept Vonage service under any circumstances. If you call the 'Customer Service" center, you talk to someone who is in another country. My experience on more than one occasion has been to speak to someone who has a mild understanding of English. One Customer Representative told me he was from the Philippines. Their phone menu is oppressively long. They give out contradictory information. If you want to discontinue your phone service. They will try desperately to talk you out of it. They will not refund money for services even if it was their mistake. Save yourself the aggravation. Don't use their phone service.

Overall

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Price

The Bad:

Occasional low voice quality

I've had Vonage for about 4 months. Am using it with Verizon FIOS service. Call quality is usually very good, but there are times when it sucks. It went in easily and worked from day one. Given their low price, I am very willing to put up with occasional low voice quality, dropped calls, etc. BTW, in case you ever need to use a modem with Vonage (which would be extremely rare, since you have broadband) it does NOT work with a modem.

Not great for business

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

I tried to use vonage for a business. The calls sound horrible. The call clips, it has a delay, and sounds like i'm calling from a tunnel. horrible. I'm changing to a business grade voip service.

Headaches

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

I have been a Vonage customer since May 2004. I sure like many of their customers there have been issues from time to time. I can remember when all of their customer service use to be in the USA and that you might be on hold for 10 minutes. Now like many customer the customer service has become hard to deal with after being on hold 30-45 minutes just to talk with someone state side. After reaching someone state side you may be passed around to 2 or 3 different people just to get someone who is able to help you. My most current problem has been a popping noise that occurs when a call come in on my second line. This problem has been going on for over 45 days and they have replaced their device and I have tried a different DSL modem but the problem will not go away. I have been dealing with the executive response team during this time and they keep trying things but I still have the popping noise. Maybe the following number to the Exe. Response Team will help someone out there who may have simple problems (888)580-4020. Do to the fact that they have not resolved my problem I think that it is time to go to a different Voip. Who knows what is going to happen to Vonage now the they have been sued by Verizon and Sprint and have lost both cases.

Crap

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

What pros?

The Bad:

everyting.

Call quality sucks, their technical support department keeps saying that "you have no issues". After 40 minutes on the phone with them, I flat out said I want to cancel and I got transfered to "advanced technical support". I am flat out fed up with Vonage.

Customer Relations

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

I will never do business with Vonage.

Vonage was very helpful when I signed up but very rude, beauracaticc weh I cancelled the service. I had to make at leat three call and several emails before the acount was cancelled. Either they do not want to honor the conttract or they do not have know how to do business.

Horrid customer service

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

It has been 1 month now and I still do not have service, and my Verizon phone line has been disconnected now for 2 weeks. I've never experienced such poor customer service in my life. Every time you speak to an agent, you have to tell your story over again. There is no continuity in service from one agent to another!!

Dirty Little Secrets

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

More features than other VoIP's; Reasonable voice quality

The Bad:

Frequent disconnects mid-conversation; If equipment provided by them goes bad, it's your responsibility to replace it.

1. Vonage fails to tell subscribers that they are going to lose their listing in the telephone directory and the underlying carrier, Paetec Communications, will not initiate a listing for you even for a fee. Business customers vanish from the phone book and from Directory Assistance. 2. Vonage overcharges everyone. If you use their "Call Transfer" feature, it is likely that you will be billed for an International Call. Since very few people review their monthly bill, and charges are generally between Two and Twenty dollars per month in fraudulently billed "International Calls", we estimate Vonage is raking-in some Two million dollars a month in illegal charges. 3. If you are not prepared to spend between 45 minutes and two hours on the phone with Customer Service, your trouble reports will not be corrected and whatever service issue you may have will remain an issue. Sending a written report of trouble to Vonage results in NO contact from them, NO repair being made. They are totally without apologies for this. 4. Most calls for service repair or service changes are handled by call centers in India or South America. It is often impossible to understand the CSR because they do not speak English very well. They fail to understand what you are saying and generally end the call by asking if there is something else they can help you with... after not addressing your purpose for the call. 5. Vonage is NOT a telephone company and as such, they are not regulated by FCC or state public utility organizations. They resell service from Paetec Communications, a valid telephone company, but Paetec will not talk with you because you are not --their-- customer... you are a customer of Vonage. We have unresolved overcharge issues going back to August of 2005 and have to call and request credits every month, some of which are not honored. Every month we are told Vonage "..never heard of this problem before.." yet it is has been ongoing for over two years. When we ask "How is it that you've never heard of this when we have 26 months of credit requests because of the billing system error?" and are answered with "That's not important. Let me see if we can get a credit issued this month, okay?" (In other words, they won't admit to ongoing overcharges and deflect questions with a question) ----We have filed a complaint with New Jersey Consumer Affairs and will be filing a formal complaint with the District Attorney governing Holmdel, NJ... the location of Vonage. BE AWARE that Vonage is being sued by Verizon for illegal use of patented techniques of connecting to the Public Switched Telephone Network (PSTN) and narrowly escaped being shut-down in total in April 2007. They are under Court Order to come up with new techniques or they WILL BE CLOSED DOWN leaving all customer without service. FINAL DIRTY SECRET: When you transfer your phone number to Vonage, it becomes THEIR phone number and if they elect to not allow you to move it to another company, you have NO RECOURSE because they are not bound by Number Portability Rules since they are NOT a Telephone Company. Be prepared to have your telephone number... perhaps a number you have had for 50 years... to possibly be held hostange by Vonage witn NO LEGAL RECOURSE.

Avoid Vonage

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

None

The Bad:

Extremely poor customer service and unusable phone service

Vonage did not work. The equipment was faulty. They had horrible, inept customer service technicians who had no authority to do anything other put you on hold. Someone did come to my house to verify the equipment was faulty and they STILL did nothing to fix the problem. They claimed they switched delivery agents from something to UPS I believe, but they still never sent any equipment--they just took my money and ran. Avoid this completely bogus VOIP provider.

3 years and counting

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Can have a phone number from a different area than whre you live. This coes in handy if your family lives in one area o

The Bad:

None at this time.

I have had Vonage for over 3 years. In this time, my Vonage adapter has been at 2 different residences. I have also taken it on vacation and to my sister's house when I need to work. I have had very little problems with the adapter and the service. The only times I have had service problems was when my cable internet provider was having routing problems. However, I modified my Vonage service to use bandwidth saver and most of my problems were resolved until my cable company could fix their problems. Yes, the unlimited rate is 24.99 and the montly bill is typically over $30. However, if you check your bill the extra charges are all charges required by the federal government. Vonage provides easy instructions for installing the phone to work through a house if desired. Vonage now sells a router that gives preference to the phone calls to improve call quality but I still use the old phone adapter that I got 3 years ago. I highly recommend Vonage.

Support was no help with voicemail problems

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

call quality is pretty good, shipping is fast, plans are decent

The Bad:

support is incompetent

Every time I clicked on the voicemail link in my account to view my voicemail, I would get an error message that was something along the lines of "an error has occurred. If this error persists, please contact customer service." It persisted through 4 separate support incidents over two months. Each time I sent a message to Vonage they would take 2-3 days to get back to me, and they would respond with an automated message saying "Your ticket *number* has been resolved". ...and every time, the issue persisted. Finally I sent a swear laden message to customer support saying that I was fed up with their service and if I got a 'resolved' message back one more time without the issue being fixed, I would cancel my service and have my bank revoke my payments due to them providing no service. Their response to my email (that contained my account number, username and phone number) was "We need more information. What is your account number?" Completely incompetent support people. To top it off, I am having trouble canceling my service because they are only open until 5 PM my time--and I'm at work. The one day I took off 30 minutes early to actually cancel my service, I managed to get placed on hold for over 30 minutes before someone said that their cancellation department was closed for the day. So I called tech support which appears to be 24/7 out of India. They said they would be happy to tell me how to check voicemail from my vonage phone or get voicemail via email. What?!? I want to check it from the web site like your service says I can. I don't want to set up an email account on friends computer just so I can check my voicemail when I'm over visiting. Finally I told him that I just wanted to be able to use the website--like it's supposed to work. He put me on hold for another 10 minutes and when he got back on the line, it was working. He said he didn't change anything--yet somehow it magically started working. Whatever. I hate Vonage.

Vonage - VOIP

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Everything !

The Bad:

I should have done this a LONG time ago

Vonage is EXCELLENT ! Reading some of the other reviews it is hard to even imagine they are reviewing the same company. I have been using Vonage for about 2 months now and I have ZERO complaints. When I called to set up the service the gal was friendly, knowledgeable and took care of my 3 phone needs quickly. When I installed the phone system into my home I tapped into the existing home wiring. When I was completed the phones sounded like crud. I called the 800 number at 11:00 pm and to my surprise a person answered the call. He asked me a few questions then asked if I disconnected the home line from the existing phone company feed...which I had not. He stayed with me on the line until I did this which was about 15 min. The problem was fixed and it was MY issue NOT theirs. The phones sounded just fine. And the features. Are you kidding me! When someone leave a voice mail, I get a text message and or an email WITH THE DANG message. I can manage all my needs on their really cool website. There is way more features and options that I will ever need or use! THREE Thumbs UP !!!

Vonage Sucks

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

none

The Bad:

they are still in business

Like others before me here, let me say how pathetic Vonage is. Any company that cannot port a simple number is just plain retarded. Yes, I know it is probably a sin lumping retards into the lower ranks with Vonage employees. Local Number Portability typically takes only 3 working days from the time the order is submitted to the other carriers. Vonage tells you it takes longer and sometimes they'll even tell you 'as required by law'. Since Vonage is more dishonest than stupid, it clearly is a ploy to eat up those 30 days in the trial period. We should find out the names of the executive staff, where they live, and drive over and put signs on their front lawns. Why would anyone let their children play with the children of such dishonest people. Although less fashionable, letting your kids play in crack houses would be better for them.

VONAGE IS A RIP OFF

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

I RECENTLY SIGN UP WITH VONAGE. THEN AFTER READING LOTS OF BAD REVIEWS I CHANGE MY MIND. I CANCEL MY SERVICES. RETURN THEIR PRODUCT GOT CHARGE $39.99. WEEK LATER CALL TO FOLLOW UP IF THEY HAVE RECEIVED THEIR PRODUCT. WHICH THEY HAVE TOLD ME THAT THEY DID NOT RECEIVED MY THEIR PRODUCT. I HAVE STATED TO VONAGE THAT I HAVE CONFRIMATION THAT THEY DID. VONAGE ARE LIARS!!!!!!!

I tested , no good, test is not free

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

VOIP

The Bad:

Quality lesser than competitors, Unfair way to charge you a so called Free Trial !

hello, they proposed me a free test. Why not ? The quality is a lesser one than the competitors. Vonage has a better marketing, that is it. Much more expensive than others. When you want to return the modem, and to stop the so called free trial....quite impossible, takes months, then they charge you fees to disconnect and don't give the chance to send back the modem, charge you again. If you want to test Vonage, test it as the last one, try all the other one before. Good luck

Vonage

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Price

The Bad:

Service is Horrible

Vonage has a lot of nice features, but has gone downhill for me. I've been a customer for over two years and the service has gotten worse. Lots of static on the line and echos. I thought maybe my router might be bad so I replaced it. I also tried to update firmware on the router Vonage provided and it failed to update. I spoke to Vonage and they said they couldnt help me since the router was out of warranty. You would think they might use the same standard of customer service as Direct TV and supply me with a new router. Not a chance. As soon as I find something better its time to move on.

I would never use them again

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

I was a customer for 6 YEARS!. My new home was not the best internet connection so, no fault of Vonage's, I cancelled...again, and again, and again. The did not turn off my servie for 4 months and charged me even though every month I called they told me they could turn it off because I owed, which I didn't, they owed me because I cancelled...by phone, and even by fax and snail mail. I even have an email confirming the cancellation...I still got charged and finally after HOURS AND HOURS of time on the phone trying to get my 40 dollars refunded, I gave up and just let them have it. Supervisor after supervisor...that alone will make me never go back. I paid for a business line for all those years, referred many, and CS treated me like that refusing to turn off or refund my 40$. Screw them.

service

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

easy to sign up for and let them charge you at will

The Bad:

hard to cancel / early termination fee even when its their own fault you have to cancel

this is the WORST experience ive ever had with a service. first of all their tech support is in another country therefore the ppl you will have to deal with ( you wont want to but will be forced to ) do not speak the best english. also you will come to find out its a paperless company. ( this means there is no paper bill EVER ) which is fine if you dont mind having them in your pocket ( can you really trust someone who is always changing their prices in your pocket ? ) i had the service for 6 months in that time i had a few connection issues which i overlooked as it was only you know 15 minutes here and there during high peak times apparently. my bill changed 3 times in that 6 months due to federal taxes (good excuse). on the third month of my service someone attempted to steal my identity ( could it be the online service with vonage at fault my ONLY online service ?? hard to say actually once it becomes a federal investigation. ) still i wanted to continue on with them so the 4th month after my debit card was cancelled they couldnt get their money. ( mind you i am not comfortable giving out additional info right after someone attempts to steal my identity. ) i agreed to switch it to direct draw from my bank account got them the proper bank routing numbers and they got their money and it was fine the next month same thing they wanna do it all over again so we did this time they promised there would be no further confusing 6 month pops around and the same thing by this time my cable co., whom i recieve internet service through anyways, offers me to switch to their digital phone service for $15 a month 1/2 of what vonage charges. i decided finally i had enough of vonage so i tried to cancel they made this very very hard on me attempted to charge me for an additional month of service which i wasnt going to accept ( since i didnt even USE it. ) i had to wait 15 mins on hold to get to the first operator then another 10 minutes talkin to him for nothing and another 5 arguing with him till he FINALLY got me a supervisor who then informed me i would be charged an additional $42.79 for disconnecting the service at 6 months even tho it was their own incompetancy that caused my leaving them in the first place. the CSR flat out refused to disconnect me even tho i am already using my cable co for my phone. they only allowed it AFTER i spoke to the supervisor and charged me an additional 42.79 the supervisor did wave the current month charge of 31.44 for the month i wont be using but only after some heated words and a lot of conversation. so in short try ANY company BUT VONAGE they are cheap for a reason they dont have good service and it shows immediately once you become a customer.

Terrible Customer Support

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

The Bad:

Terrible Tech Support.

Customer Sevice is terrible. My first call to tech support, the message stated that I need to call back due to high volume calls. The second call, I was placed on hold for over 30 minutes. Apparently Vonage has issues with their service since there are so many people calling.

They are purposely deceitful

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Pricing and website features..

The Bad:

Can't get local service...Horrible Service

I was somewhat satisfied with my Vonage service and had no major complaints. It wasn't always as reliable as I would have liked, but I expected some issues as reliability is directly related to your internet service/provider. However, after I realized that my step-daughter was not able to call me collect I decided that I needed to discontinue service. I was a little unsure about my decision because as I said, I was for the most part satisfied with service- that is until I started looking into cancelling. I called today to cancel my account and was told that only 1 department could cancel accounts and that department's computers are down (although the other departments computers seem to work just fine). I called back 3 times and each time was told that the computers were down in the AM team (which happened to be located in the Phillipines). I was signed up for a 60 day trial period but after reading these other reviews, I am afraid of what they will try to charge me for cancelling. I think it's very inconvenient to the customer that even though you can create an account on-line and establish service, you can only cancel by calling and speaking to a representative of the Account Management team. If I was "unsure" about cancelling this servce prior to calling in today, this has helped me to do decide. I will be caancelling jsut as soon as I can get someone on the phone who has a working computer!

Great after Sunrocket

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Service, Europe LD

The Bad:

It's still Voip and you will always have some issues.

We switched to Vonage after Sunrocket bit the dust. Vonage has been great on quality and customer service. Shipped the phone box overnight, transfered my number in a matter of days. We havae family in Europe now and we use the free long distance to the UK frequently along with getting our family member a local number in Leeds England for $5.00 a month. Every customer service call has been answered quickly. Sometimes from overseas but even then the quality of the response has been very good.

BPhone transfer Scam

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Deceptive Terms of Services, Poor customer service

The Bad:

Poor customer service

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

If you are POSITIVE you can get good service at the locations you want to use the phone (and aren't trying to use the ph

The Bad:

No one will admit to any ability to negotiate with a customer (out of 6 phone calls), they loose records of prior calls,

After two tech call didn't solve our poor phone line reliability, we tried to cancel the service. After much negotiation we came to an agreement and two people at Vonage gave me verbal verification that I could go down to a $5/ month fee if we didn't use the service but must pay at tleast that for two months. Two months later I called back to cancel (canceling earlier would have cost me $95, even though the service was unreliable) and they denied ever having made any such promise. We finally agreed to two MORE months at $5/ month, but the whole thing was VERY frustrating and I can't wait to be completely rid of Vonage.

Dangers of being a Vonage customer

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Absolutely none.

The Bad:

Everything. Quality of connection is terrible, did not have the ability to make outgoing calls the first week of servic

Anyone looking into selecting Vonage as their VOIP carrier should think twice!! First you should know that they are not regulted by the FCC so anything goes. They know it too. They claim that I didn't cancel my service when I did and have not only charged me an activation fee ($49), but another monthly fee ($29) plus now a disconnect fee of $152. It's insanity! There is absolutely no one to turn to b/c again, they are not regulated by anyone. I've seen hundreds if not thousands of complaints about them online and most, if not everyone would like to file a class action lawsuit against them for their questionable tactics.

Sucks-Don't Get

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Its Cheap

The Bad:

You get what you pay for.

I am switching phone companies, there product is so unreliable its not funny. Whenever my friend uses his computer, my phone doesn't seem to work until it feels like it.

Over all, Vonage is best VOIP

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

Very easy to setup. Good customer service to switch phone number from other company. Good features and website setting

The Bad:

one year ago, I have used Vonage for 2 years and then switch to Sunrocket till now. Since Sunrocket closed, so I have no choice to switch back to Vonage. At the beginning, I did some survey for VOIP company, like Packet8, coip.com. VoipYourLife and TeleBlend, finally, I chose Vonage because their promotion for Sunrocket user and my experience in the past two years. Vonage did a good job, they switch my phone number with 5 days. Bravo! Packet8: I used before but quality and feature is bad. voip.com: their features are to look good but be careful to look at customer feedback for their customer service, and it might not an unlimited service. VoipYourLife: I have this service too. This company is good so far, but their features and settings is average, especially, call forwarding is important for me, but their this feature setting is not convenient. And, their website is very simple. When making a phone call, you may wait for over 10 seconds to hear ring tone. Compare with Vonage, vonage's sound quality and response time is better than VoipYourLife. So over all, I have to say Vonage is the best choice if you need to use VOIP.

Not as good as advertized

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

None!

The Bad:

Tricky wit

Can not place calls to a local toll free number. Be careful if you sign-up, you will be trapped with the micro printing that you might not notice when you sign-up. There's a cancellation fee which is the highest among other VoIP providers

Worst Service Ever!

Posted:
Sound Quality Reliability Features Customer Service Price Overall User Rating
The Good:

NONE

The Bad:

NONE

This is the most horrible experience I've had in some time!!!! A friend referred me to Vonage. After touring their website, I decided to try the service. I proceeded to sign onto new service via the "refer a friend" on line. I came to a point where I needed some questions answered so I called the number posted on their site. I spoke with someone named "Rachael" who answered all my questions. I initiated the call telling her I was referred by a friend and was proceeding to sign up online. She asked for my email address and was able to find my referring friend through her system. She told me that she could take care of the referral and things could be processed through her. She indicated that we'd both get the "one month free" and "$50 American Express Gift Card". After my service was set up with "Rachael", I went into my "account" online and set my "network availability number" to ring my cell number should the service be unavailable. After that, I received MANY various calls from people dialing a completely different number that was in no way associated to me. After realizing that the problem must be with VONAGE, I called to speak with a "technician" who had me on the phone for no less than 30 minutes. After all this time, having repeat steps over and over again, he could not figure out what the problem was. I then asked to speak to a supervisor. I was told that all the supervisors were in "a very important meeting" and that other managers were "not available". It was at this point that I just asked him to cancel my service. He told me he could not and that I needed to speak to someone in account services. He then transferred me to "account services". I then received a message that wait time was "15 minutes". After about 5 minutes, I hung up and tried calling again. I then spoke with an "account manager" named Lawrence, ID# 26166. He apologized for such a horrible experience thus far with Vonage and figured out what the problem was. Apparently, the "virtual number" that was assigned to my account until my equipment was delivered and service was hooked up, belonged to someone who had an ad in a newspaper for "escort services". I asked why they would assign an active number to anyone and Lawrence told me that "that must be an old ad as that was not an active number". Well, once Lawrence diagnosed the problem, he agreed to change my "virtual number". He added another "line" at "no charge to me". Problem solved, right? I thought so... I then asked Lawrence to confirm the "refer a friend" gift items that "Rachael" indicated would be delivered to me and my referring friend, i.e. one month free service as well as a $50 American Express Gift card. He checked my account and told me there was no indication of these gifts as the only way to receive them was to apply for new service via the Vonage, "refer a friend" web service. I explained to him my experience with "Rachael" and that she assured me that although she was taking my order via the phone, the "refer a friend" gifts would still apply. Lawrence then told me that "Rachael" made an error by telling me that but that he would check on it and see what he could do to make it right. Lawrence told me he'd call me back in a couple of days, no later than "Thursday, July 23", 2007. I waited until Friday, July 24th, 2007 for a call and never heard from Lawrence. To this day, I've never heard from "Lawrence". Friday, July 23, 2007, I called their customer service line and ask for Lawrence in New Jersey. The man I spoke with did not know Lawrence as he was "in India", however transferred me to the New Jersey office after I told him Lawrence was in New Jersey. Someone in the New Jersey office finally picked up the line. I asked to speak to Lawrence. After a wait of about 5 minutes, another person picked up the line. It wasn't Lawrence. Her name was "Rose". I told her that I was waiting to speak with Lawrence. She told me there "was no way to find a specific person" as they "did not have extensions for all representatives". Being very frustrated at this point, I proceeded to tell her the lengthy story of my experience thus far. Talking to Rose was like talking to a robot. First of all, the connection was very bad, like a bad cell signal, so I had to strain to HEAR what she was saying, furthermore, she had a heavy accent which made understanding an even bigger chore. On top of that, it was a connection that required only one conversation at a time so if she was talking I had to wait until she finished to say anything and vice versa. Needless to say I was very stressed at this point. After explaining everything to Rose, she offered to investigate the "refer a friend" gifts however that would take a couple of days and she'd have to call me back. I told her I did not believe that as I was told the same thing by Lawrence. She offered me several discounts and incentives to stay with Vonage, i.e. 6 months at a discounted rate, dollar amount credit to my account. I can't remember the dollar amount credit she initially offered me, it was something like $120. I told her that I was signed into my account and if she would add the credit to my account, and I could immediately see it, I'd consider staying on. She asked me to hold on "2 minutes" (which is what they all asked you to do, "hold 2 minutes"). She came back and told me she could only give me a credit of $60, not the $120 amount she'd just told me she would give me. At this point, things were getting comical to me. It was then that I told her I did not want to discuss any further credits or gifts to my account but without any further discussion I wanted to cancel. End of story! She got that and proceeded to cancel. She indicated to me that once they received the equipment back in the same manner it was shipped to me, they'd refund all fees incurred with them. The last phase of the story was discussion about shipping the equipment back once I received it (which I hadn't at the time of this conversation). I told her I would ship the package back as soon as it was delivered to me, as a matter of fact, I told her I would just refuse delivery and have it sent back to "sender". She indicated to me that I needed to accept delivery as I needed to include a "RA#" that she would provide via email, and if I didn't include that upon shipping back, I would not receive my refund. I then told her that I did not want to incur any fee for shipping. She told me that I would have to as they would not pay or refund me for shipping. After fuming about that, as I was already $42.94 sign on fee, and $41.41 cancellation fee, invested into this company, it angered me to think I had to spend another red cent on anything to do with Vonage. I eventually concurred that I'd pay the shipping and wash my hands of Vonage once and for all!! Well, the shipment arrived July 31, 2007. I had to pay $6 for postage to have it shipped. Gas to a shipping drop off box and $1 parking fee. I put it in the mail August 1, 2007. I'm now tracking delivery and awaiting my refund. So far, I've invested about 5 hours of my time, $7 out of pocket and much stress and frustration that affected about a week of my life. Since my experience with Vonage, I've investigated the web reviews and was surprised to find NUMEROUS complaints with similar experiences. What a fool I was to look AFTER the fact. Not much like me to do that. I trusted a referral from a friend who was happy with Vonage and didn't think any further. Mistake! Not only have I check reviews, but checked the BBB in their area of New Jersey and found 5193 complaints. Check it out http://www.trenton.bbb.org/nis/newsearch2.asp?ID=1andComID=0221000011005249 Needless to say, STAY AWAY FROM THIS COMPANY! Like one review I read, it'll result in lots of stress and "tears"!!

Unreliable phone, fax rarely worked because of line noise, Cancel Fee even when phone was inoperable

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Cheap Serv

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Extremely

This was the worst phone move I ever made. I have had Vonage for almost a year. During this year, I have lost phone service countless times. Despite the multiple calls to customer service (with average hold times of 30 minutes to a hour), they could not fix the problem. When others would call me, there would be no sound when I answered the phone. When I called out, there would be no sound for about 45 seconds, then the sound would come in. Vonage could never fix the problem. Even when my Vonage "worked" I had constant -pauses- in my conversations. Faxes were a whole different story. They NEVER worked right. If I tried sending a fax out or in, I would get "poor line status" and the faxes would fail. If I tried sending it over and over, eventually it would go through (sometimes partially). Since I use my fax for business purposes, it was terrible to make clients re-fax the same documents over and over until it finally went through. I finally gave up when my phone quit working altogether. I have had to use my cell phone constantly because my phone never worked. After numerous calls to Vonage, with no solution, I switched phone service (using my cell phone!). When I called Vonage to cancel my account, they charged me a $40 cancellation fee since I didn't have my service for 1 year (I made it 11 months!). I think this is insane, since I was cancelling because THEIR service did NOT work and I could not use my phone! Customer service told me that according to my contract, REGARDLESS of whether their service works or not, you are responsible for the $40 cancellation charge. I asked to speak to a manager, (I had to ask 4 times before they finally agreed to transfer me) in which they put me on hold for 3+ hours, in which they never answered and eventually hung up on me.

Don't use vonage

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NONe

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Horrible s

I tried vonage for several months. I did not have phone service about 50% of the time and when I cancelled, they charged a $39.99 disconnection fee. There was nothing positive about their service and I would not recommned to anyone!!!!

Long distant Billing

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I have Voage account and we have been making internationl calls. aIt was to our supprise that the billng is not to easy to understand. We got billed for $75 dollars several times a month. Customer service did not care. Getting set up and getting a decent viop connection took over 2 hours and the time on hold to get to the teck took 45 minuets. Some service!

Run like the wind!

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I sincerely believe that the only way Vonage stays in business, is by charging exorbitant cancellation fees for the mass exodus of people leaving them. I've never even used Vonage service and can't stand the company without even getting to see how their call quality is. I was a happy Sunrocket customer until they went out of business. My wife was trying to be helpful when we found out Sunrocket was DOA and signed us up for Vonage at 11pm while I was at work. Unfortunately she didn't read these reviews and wasn't aware of their poor customer service or the lawsuit Vonage just lost to Verizon, nor the pending injunction that would prevent Vonage from allowing any calls except those made within their own network. When I came home at 6am and found out, I immediately called to cancel the service and the nightmare began. I called customer service to cancel before the order was even processed, and was told I had to wait and call back at 7am for the cancellation department. I called back at 7am, was on hold for 19 minutes just to be told they couldn't cancel the order because it hadn't been processed yet and was told to call back in 24 hours. Uh, no kidding. That would be why I was calling was to stop it from being processed. I called back in 24 hours and was told the cancel "button" still wasn't available to click so they couldn't cancel it and to wait 48 hours and try again. When I asked for a manager, I was told "I am the manager and this is the highest level of customer support". Rrriiiiggghhtt. I explained I was trying to stop the order and prevent them from shipping the router, but they said even though it was still in their possession, they couldn't stop the shipment and I would have to ship it back to them when it arrived. I called back in 48 hours as instructed and was told the cancel option still wasn't available and to call back in another 24 hours. Having had enough of that crap, I demanded to speak to the CEO if need be to resolve the matter and cancel the order (since they absolutely refuse to transfer you beyond the first level of management). This time I actually had someone fluent in English from New Jersey, who said to just leave a note for DHL refusing the router, and that he would take care of the cancellation as soon as the cancel option became available, and that I didn't need to call back in another 24 hours. The following day I received emails from Vonage, first saying my account was finally set up, then that it had been canceled and I owed them $39.99 cancellation fee. The deal my wife signed up for was 2 months free, no activation fee, free equipment and free overnight shipping with 30 day money back trial period. 7 days after the order, the entire 7 days spent trying to cancel the order, Vonage finally shipped the package with an expected delivery date of 5 days later. So much for their overnight shipping and so much for their free trial period. Day 4 of this entire mess I contacted VOiPyourlife and ordered service from them. 2 days later their router arrived and I am set up and running with them. I still have yet to receive the router from Vonage that was to be shipped overnight that they wouldn't cancel and it's been 9 days now. I am seriously considering pursuing legal action against the company as their process is blatant fleecing in my opinion. I can't rate their call quality since I never even used their service, but based on their ridiculously awful customer service and policies of misleading or outright lying, I would strongly recommend everyone avoid this company like the plague that it is. There are plenty of other companies that will actually try to provide you with good service and customer service for less money!

abysmal

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I don't have the energy to explain how terrible this company is. I have never encountered such poor customer service in my life. It is sad that a company like this exists and functions like this. I'm exhausted... currently on hold for more than 90 minutes (93 minutes exactly) with no end in site.

nightmare

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number transfer has been a nightmare, service has been a nightmare, and vonage still doesn't seem to care about me being a customer. I deeply regret telling my friends and family to sign up for Vonage before I knew the truth. Fortunately there is still time to warn them.

regret

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never again

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Not Good

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Should have been great, but it SUCKED

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I wanted Vonage to be great--it promised fun new features, a great price, and a free trial month. But the connection was terrible. I had static, echo, and lost audio both one-way and two-ways. After 3 months, it stopped working altogether. My internet, however, was just fine, so it wasn't my internet. I spent probably 20 or more hours online (2x every week for 3 months so maybe more) trying to fix the problems. They worked for a week at most, then the problems returned. Each time I had to deal with a major language barrier, techinically undertrained agents, and several disconnects. SO frustrating when I was used to just picking up the phone and making a call and now I had to waste my time on calls to India for hours on end. When I tried to cancel, the real nightmare began. I THOUGHT I had cancelled in April of 2007. I called twice and was told it was cancelled. When my previous provider's service kicked in I thought it was all good. NOT the case. Vonage continued to charge me for 3 months before I realized it. Then I had to call and RE- cancel. I got disconnected, put on hold, had to repeat myself endlessly to different departments. And in the end they blamed it not getting disconnected on ME and wouldn't refund me a single dime. And they added insult to injury by charging me $39.99 to get rid of a service that didn't even work! So $140 in extra fees later, it was hardly worth the extra features and certainly didn't save me money. PLEASE SAVE YOUR TIME AND SANITY AND STEAR CLEAR OF VONAGE!!!

Start up Service

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Ordered the service. Several days after receiving the service found out owner of the home was selling the house i was going to use the service in. Tried calling Vonage to cancel several times and never got thru. Called again and was put on hold over 40 minutes. After 35 days finally got thru and was informed it was passed the 30 day money back guarantee and I would have to pay $135.00 in disconnection fees. Hmmm, smells fishy. I informed the package they mailed me was never even opened. Didn't matter. The customer service agents are hopeless and painfully immature. Stay away

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Never use this company

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I used vonage for 2.5 years. It was good. Then afterwards I found a new company which offered the same at a lower price . I cancelled my account with vonage. There were two devices which I had I had to return one of them. On returning them I was going to get a refund. The refund never came after 5 months. Also the calls were directed to India who had no clue what to do. Hope anyone reading this does not make the same mistake.

All hassle

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I have repeatedly called Vonage as they continue to make mistakes on my account and overcharge me. Then, when they try and fix it, they can never give me the "full" credit and have had the audacity to try and charge me a plan change fee when it has been their error all along. I like the low fees but for all of the problems I have had with the billing, I'd rather pay more and have better customer service. I would think twice before switching to this company.

it's your FAULT STUPID CUSTOMERS, it's NOT VONAGE...

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VONAGE is the BEST voip provider in the world!!! I was shocked with the reviews that other providers did. Here's my SUGGESTION... If you want Vonage work beautifully for you, be sure you have EXCELLENT HIGH SPEED INTERNET CONNECTION..The quality of your calls depends on you INTERNET SERVICE PROVIDER!!! The problem is on you STUPID CUSTOMERS who do not understand that you need a GOOD HIGH SPEED INTERNET CONNECTION.. Vonage is really GREAT.. They offer good quality calls without the high prices you may for traditional landlines or cellphones.. Next thing, YES it is $24.99/month!! Some say it increases to $28- $30 every month and YES its TRUE, you know why??? because of the FEES abnd TAXES included on that PLAN.. Vonage DO NOT bill you any HIDDEN CHARGES!! That's a FACT!!! Here's the BOTTOM LINE, BEFORE YOU USE, SUBSCRIBED, OR GET IN TOUCH TO ANY BUSINESS BE SURE THAT YOU KNOW ALL THE THINGS ASSOCIATED WITH THAT BUSINESS TO AVOID AND CONFLICT, CONFUSIONS, AND COMPLAINTS... it's your FAULT STUPID CUSTOMERS, it's NOT VONAGE...

Trouble cancelling

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Quality of calls was excellent. They require you to call in to cancel service, though...and I had to wait an hour and a half to finally start the process. I created a post in the Vonage forum on here if you care to read about that experience.

Vonage Rating

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For 2 years Vonage has offered good quality, reliability and service. HOWEVER, for 1 month I have been unable to access my voicemail online, the inbox is filling up and I received an e-mail that warned me that I may not be able to receive any more messages. After 3 e-mails and 2 telephone calls, tech support is still unable to solve the problem. I'm evaluating other VoIP services. Bill Berdux, Walnut Creek, CA

30 day free trial

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This 30 day free trial is really missleading. I could not get my phone to work properly and after many conversations via email with their technical assistance I notified Vonage that I was canceling because I could not get it to work properly. The 30 day free trail that I might have paid $25.00 for cost me almost $40.00 to disconnect. And I could not return the phone for credit even though their website indicates that with an authorization number I should be able to. Never could get that number. Their website is terrible if you need assistance and their service reps are so scripted that they are of little help.

Jerks from New Jersey

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Vapid mafia-like customer service where they can't seem to ever figure anything out except sending you a new unit, whereby I have to pay shipping and handling to send the old unit back. The return times where messed up somehow where I had top send a router back in a certain timeframe but they thought it was earlier so I was threatened with legal action. They have a snazzy investor relations website, yet their sales(morons) cannot even speak English being rude about it and are pushy terrorizers. Their customer service and sales reps are the most arrogant non-American people ever invented. You cannot understand them (English) and then they are rude and pushy about it. Completely disrespectful to the state of New Jersey. They certainly are not winning any public awards and time soon.. The so called company from New Jersey are disgraceful and have no right to try to defend their insipid company against Verizon or everyone. No wonder everyone hates them. They deserve to get pushed out of the business and I really enjoy watching their stock price plummet to the zero factor. Because they are zeros.

Far Exceeding My Expectations!

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I've had Vonage for about 3 years now and it has far exceeded my expectations. We all know VoIP isn't flawless because it is dependent on your Internet connection. If there is ever a 100 milliseconds of traffic congestion on your Internet connection you could have a hickup in your call. But this has been an infrequent occurence. I'm using Vonage over a wireless Internet connection, which I'm told isn't supposed to work at all, but it works great. About twice a week I will have a call where there will be silence for about 10 seconds but then it will come back and everything is fine. The quality is far better than a cell phone and worse than a plain old telephone line. And the cost is less than either of them. So I'm very happy. I've also found that I need to call tech support about once every six months. Vonage's Indian tech support used to be bad, but now they're extremely fast, methodical, and well trained.

Not a Premire Company

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Vonage was my first VOIP experience. I just decided to switch to another service. I found that the customer service was very poor. The reliability was terrible. I actually want to use my phone and the features I pay for. the price is too much compared to other providers. Maybe they should spend more money on customers instead of TV ads???

They show their colour if you try to change your service

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I have to close my acount as I changed my location and so my internet provider. Taking phone service from my internet provider is cheaper so I opt out of Vonage. First they do not allow to disconnet after 6 month with out any fee (though they have promissed while taking the connection). After completing 1 yr for disconnecting you need one need to connect account management dept who only work on week days and will make you wait for more than 15 min any time of the day you call (I am waiting right now). I don't know what should I expect next.

Vonage Takes Your Money

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DON'T BELIEVE EVERYTHING THAT VONAGE PROMISES!! JUST LIKE THE OLD SAYING, "IF IT SEEMS TOO GOOD TO BE TRUE, IT PROBABLY IS." I HAVE TAKEN MY TIME TO CREATE THIS WEB PAGE IN THE HOPE THAT OTHERS WILL NOT FALL INTO THE SAME TRAP I DID, AND ARE NOT PULLED IN AND THEN CHARGED HIGH FEES BY VONAGE. When my husband and I first spoke to the people at Vonage about the phone service, I must admit that the people trained to "reel in" new customers are very nice and friendly. We were offered "2 months free" to try out their service as well as a "30 day trial period'. We were also promised we could "cancel anytime in this 30 day period" and it would cost us nothing. Well, after many months of contemplating if it would work to our favor, and calling the people there at Vonage to make sure we wrote down everything they told us correctly and questioning them on all they had offered us, we figured we would give it a try. What did we have to loose anyway right? It was a "Money Back Guarantee". It seemed like a sweet deal, or so we thought..... My husband and I went to Wal-mart and purchased the router that we needed for our Vonage phone service (which was $49.96 + tax). We brought it home, hooked it up, and called Vonage Tech Support from our cell phone. Again we were promised our "2 months free" and told once again that if we had any problems with the phone service, we could cancel any time with at no charge to us. The connection fee was $30.99 + tax. At first we thought it was pretty cool that we could call anywhere in the U.S. for free as long as we wanted. What happened when we used the phone was that we could hear the other party fine, but they alway said we were "choppy" or "couldn't understand us". It was very aggravating, to say the least. It was like using a bad cell phone service in a bad area - all the time - with everyone we called. After a few weeks of terrible service, we had enough. My husband called to cancel our service, and the people who had once been so friendly must have been in a different department because the ones we spoke to were extremely rude. As soon as it was known that we wanted to get rid of Vonage, they hung up on us. This hsppened 3 times. On the 4th time we asked to speak to a supervisor...on hold...then we were informed that we were required to pay a cancellation fee! Something we were promised we wouldn't have to pay if it was cancelled within the 30 day period. This cancellation fee was taken out of our checking account without our permission given to Vonage -WHILE MY HUSBAND WAS ON THE PHONE WITH THEM! Another $39.99 +tax. (Right now our bank is disputing this.) So... in 2 weeks of our service with Vonage, they got over $130.00 of our money. That's just 2 weeks of service!! Now to get our old phone hooked back up, it is going to cost us another $39.95, and we have to wait for availability. So Vonage claims "Best Buy". Not for us. They also claim "Top Notch Audio". Wrong again. "Great Support"? Well, if you consider hanging up on your customers great support. Then there is the "Award Winning Quality". Well the quality all the way around is terrible. So they got it wrong any way you look at it. So if you are interested in or thinking about swithching you current phone to Vonage, DON'T DO IT!

No proublems with this service

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i have had no proublems with this company at all compaired to my old land line provider and the service has been no worst that verizon was ,i would tell any one with cable that it is a good phone to have good sound most of the time very clear ,i just can't complain about this company .

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the best phone service in my all life...thanks to VONAGE!!! ^^

Cancelled

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even though i rever used it vonage refused to cancel and is still charging me for serveice

Vonage - Watch the Billing

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Beware. I ordered Vonage about 3 months ago. I asked to have an existing line transferred. They gave me a temporary line until the transfer was complete. Bills were paid automatically, so I didn't look at the bills carefully until it was too late! I have been billed for two lines for the last two months. When I pointed it out to their customer service department, they immediately cancelled the 2nd line. But, they would NOT credit my account for the 2nd line charges. At no time did I say I wanted two lines, that I wanted a temporary number nor did I authorize charges for a 2nd line. Vonage agreed that everything I just said was true. However, they were going to keep my money anyway. Vonage very bad. I won't be a vonage customer for very much longer.

poor voice quality

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poor voice quality. unable to get help when needed. canceled service after three months of working with them to fix it. charged cancellation fee for service that never worked.

changing contract without notification

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Vonage switched me from residential to business without notifying me. This DOUBLED the priced plus they charged me $25 plus tax to do this. I was told I exceeded my "limit" on the previous contract. How in the world do you exceed your limit on UNLIMITED service?? DO NOT USE THIS SERVICE. Customer service is very poor. I always get somebody doesn't speak English well. They will not let you talk to "administration." Administration must be hiding out somewhere avoiding all the frustrated customers!!

Customer Service is the pits

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The company that states it's the best in customer service as they answer the telephone is just the opposite. Inconsiderate and rude operators dish out meaningless apologies throughout the call, but they do nothing to correct the errors and wrongs. Further, there are several errors in billing that I have discovered in recent days and am having a terrible time getting this corrected. I will be getting rid of Vonage and will not recommend them to ANYONE again.

Mrs

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Vonage is down at least once a week, sometimes more. I think the patent business has dealt a serious blow th thrie reliability. They're always very nice, but I can't deal with all the problems anymore.

Cancelling

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I have had Vonage since they started. I have threatened to go elsewhere many times. I now have cancelled. Their customer DISservice is unbelivable. I asked for a supervisor and was told NO! I couldn't speak to one, period. I have cancelled because when there are problems you can't talk to anyone, technical or service/billing. I waited for 50 min's on hold yesterday. I am switching finally to a company who will give better cusomer service.

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Customer service is very poor. Quality is very poor. Service is spotty. Looks like they are suffering from the Verizon lawsuit.

canceling of service

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we called andorder vonage in april told them that we had wildblue satelite they sold us thier equietment. did not tell that it would not work with the satelite we have been trying since april 20th. to get off they keep taking money out of my checking account for two months so if you know what is good you better keep the phone service you have now and forget this one.

cancelling

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I am unable to reach anyone to cancel my service despite trying 4 times. Is there any way that anyone knows about to resolve this? I am thinking about writing the attorney general office to file a formal complaint. After reading on line I realize this is common and is a company tactic. They should have a class action suit slapped on them.

Can not cancel

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No matter how good a service may be, you should be able to cancel it when you don't need it anymore. With VONAGE, you can't do this. You call and call and call and call and they charge and charge and charge and charge for a number that was ported to another carrier...VONAGE IS A NIGHTMARE!!!

Not reliable

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When we talk about phone providers we should all remember that it's the telco industry that gave us terms like "5 9's" (99.999% uptime) and "dial tone reliability." The landline phone has become the standard for rock-solid reliability and availability. And that's what a VoIP provider needs to measure up to. Vonage has failed miserably on this front for me. We've actually tried Vonage twice. Fool me once, shame on you, fool me twice, I guess I'm an idiot! The first time we had a DSL connection and just did not have the connectivity to support Vonage. I'd get dropouts on the calls and random times with no dial tone. So I figured the network wasn't up to par and gave up. When we switched to cable (TimeWarner) I decided to have another go at Vonage. I don't get the dropouts on the calls any longer, but it's a bit of a crapshoot as to whether the line will be available at all. In six weeks of service we've had five occasions when we were offline. The only way you discover this is to pick up the handset, at which time you hear a "fast busy." My initial reaction to this was to call Vonage support. This took about 90 minutes total, during which time I rebooted my SMC router twice and the Vonage VoIP device (Motorola) at least four times. I was switching cables and plugging in phones like a madman. At the end of the day the second level Vonage tech attributed the problem to a provisioning error, which he assured me would not happen again. Of course it has happened again and again. I no longer call, as I'm not keen on the hold time and following the rote script read by the tech support person. Now I just submit an email trouble ticket and check the next morning, at which time the problem has always been fixed. Vonage is decently priced and has some nice features. But the reliability and tech support are rock bottom.

Very few problems

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We've been using Vonage for over 2 years with very few problems. Sometimes we get static or an echo. There have been times that the sevice was not working but logging on to the website showed what the problems were and that they were being worked on. When that happened, calls still went to voice mail or through the back up cell phone I provided. More often than not, Vonage is not working because our ISP Comcast is down. I know this by looking at the Comcast modem. DUH! Customer service on the few times I've called is obviously foreign and working from a script. If your request or problem is not specifically in their script, they're at loss as to tell you what to do.

over all service

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Amazingly bad service. I can't stress enough just how bad this bollywood 5th rate service really is. Push hot needles into your eyes it will be less painful and annoying.

over all service

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I have never had a worse experience or service with any company ever. Service works spiratically, sound quality is very poor, customer service is maddening, the worst customer service I have ever experienced bar none in my entire life. Don't give these people your credit card numbers they will charge you for many things you never ordered and screw any and all orders you have. Amazingly bad I can stress enough just how bad the bollywood 5th rate service really is. Push hot needles into your eyes it will be less painful and annoying.

Not that bad

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As a two-year user of Vonage, I'm a bit surprised to see the this war of complaining and defending. The biggest problem for me once was the long wait to transfer my cell phone number to the VOIP phone, and the customer service was, should I say monotonous, since it was always some recorded message. When I eventually got the number transferred, the service has always been steady. Nothing I can't solve by rebooting cable modem and VOIP adapter in a propoer sequence according to the manual. I can't complain for the service with the money I paid. Besides, I don't have to talk long using my cell phone, a fact I most appreciate since I'm a health freak. It feels good to pick up the phone whenever you want to make a call without either having a costly landline or having a computer running to use Skype. That's just my opinion, and I haven't tested customer service again by trying to cancel the service yet. What others may be true since Vonage is running at a loss and being besieged by Verizon Wireless in a lawsuit. Hardly a surprise they desperately want to keep customers. The biggest mistake in my opinion is Vonage spending so much money in marketing and advertisement instead of hiring capable customer service representatives and technicians to enhance customer experience. All the big words on TV can be easily nulled by overwhelmingly unanimous customer complaints.

There are better choices

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Vonage was my first VOIP experience and I've been their customer for 3+ years with 3 lines. Cancelled couple of months ago. Service is reliable and even fax worked, but: 1. Terrible customer service 2. Company is all about marketing and signing up new clients - they do not care about existing ones until you call to cancel. Cancellation procedure is just painful - they are trying to hold you agains your will - I repeated more than 20 times that the reason for my call was to cancel, not to get free services. lower rates, etc. Customer support rep was unbrelievably pushy and was not cooperating at all, offering new and new incentives and discounts instead of just cancelling the account. NEVER received any offers while being loyal customer. 3. In 3 years they did not introduce ANY new valuable services, their set of features is very limited, but fees are not. Look elsewhere - there are much better choices around...

Worst Phone Service

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Join vonage 2/23/07. Had very poor quality. Could not even use the phone. Talked to customer service several times to no avail. Finally decided to cancel and called them on 3/15. They agreed to extend trial period for 30 days. Still was not able to get good service. I paid $61.73 upfront. They refused to acknowledge trial period extension and refund my money. Was told cancellation fees but they would waived them if I remained w/ them until 5/23. I remained w/ them but still could not use phone. When I called to cancel,they refused and said I owed over $100 in cancellation fees. I had to cancel my credit card in order to keep them from continuing to charge me monthly fees. VERY DISHONEST ORGANIZATION. WILL NOT KEEP THEIR WORD. BE CAREFUL AND KNOW ALL FEES INVOLVED. I am trying Sunrocket which has no contract commitments and no upfront fees. Had poor quality the same as Vonage, but they were able to dianose the problem immediately and fix it. So far, so good with Sunrocket and they are cheap.

Closed it's door

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Infotelis has closed it's doors for Good!

Customer Service

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A family member wanted to try Vonage so I purchased the router required for the service and paid for start-up. The fax service DID NOT work and the quality of the phone service was average to say the list -- too much noise. When my family member cancelled within the trial period I got charged for the service which was $100.55. We were supposed to get two (2) free months, and that never happened. The account was NOT in my name and I did not use the service at all. When I called Customer Service I was transferred to India. The person was rude and obnoxious. He told me he would cancel MY service - which didn't exist - and charge my debit card $114.19. I told him not to do that -- I would call someone else and try to figure this out. After being on the phone with him for 1-1/2 I asked to speak to his supervisor. He put me on hold, cut me off and without my approval charge my DEBIT CARD. I am still trying to get this sorted out. His comment to me previous to him charging my card, was that I could work it out with my credit card company. I believe this is a SCAM and they lie to you then charge you. They hope your bank or credit card company does not believe you and lets the charge ride. If you are planning on signing up for VONAGE read ALL THE SMALL PRINT AND HOPE IT WORKS. IF IT DOES NOT YOU ARE TOTALLY SCREWED!!!

It's great until it doesn't work

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The vonage service is terrific and easy to install. The features, like voicemail and call forwarding and great. Dealing with the people at vonage is a nightmare. Tech support and customer service rate about -10. The tech support people know nothing except what's on their script. The solution is always to buy a new device (out of your own pocket). Customer service is no more helpful in getting poor service issues resolved. I suggest you look elsewhere for VOIP "service".

Like an abusive boyfriend...

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Like an abusive boyfriend, Vonage just refuses to let you go after you tell them it's over. I called to cancel my Vonage in December '06 and I had to call no less than 7 times to get them to stop charging my account. Finally got them to stop in May '07. I'm still fighting to get them to return the money they essentially stole from my bank account. They have the worst possible customer service. I can honestly say that I have never been treated so badly by a company. If I could rate as zero, I would. It is absolutely unbelievable to me that so many people complain of the exact same problem and yet they are allowed to continue conducting business in this way. I will be contacting my state attorney general after realizing what a widespread problem this is. I hope that others will do the same. For the love of all that is good in the world, please avoid this company like the plague that they are.

service cancellation

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I signed up for vonage and before I could finish the installation and set up voice mail, all calls to from VOIP users went directly to the voicemail without the phone ringing. There was always static and interferences when using the phone. Eventually I cancelled the service (very difficult to cancel). Since then no Vonage customer has been able to get through to my number. As soon as my number is dialed a message comes on that says my number is not in service. For a year now I've been trying to have it fixed but to avail.They promise me 24-72hrs but days have turned into weeks, weeks into months and months are turning into years. Do not use Vonage, it's not worth the the trouble.

I love my Vonage

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I love my vonage. I have 0 problems, 0 complaints, and its worth the year agreement. I love knowing that i will receive new features at no cost. :)

Vonage=Bad Connection + Steal Your Money

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DON'T GET VONAGE!!! Their connection is the worst I have ever used. When I tried to cancel, they said no. Just like that. No, we're not going to cancel your account. We're going to bill you anyway. Nice way to do business. They might as well just go around putting guns to people's heads and stealing their wallets.

Worse ever! Don't get ripped off!

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I never got to the point of ever trying the the actual service, because after 10 days of non-existant customer service i gave up. They sent me bad equipment to begin with, which is why it never worked, they promised to send another, it never came. Can't get anyone on the phone, on hold for two hours and gave up. I can't even cancel the non-service. They ripped me off for $65, and i had to cancel the CC just so they wouldn't keep charging me. The only way to contact them apparently is with legal action, and that is not cost effective, so they win $65. Not bad, if they could do this to a million people, they could get $65 million and not even supply one minute of Voip service to anyone.

Bigger is not better

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Vonage is the America Online of the VOIP world. Like AOL, they spend lots on advertising to lure you in. Then they trap you into a terrible 13 month contract, provide the worst product possible, and terrible customer service. I must admit that I fell for this, like many others. And like many others, I had endless trouble canceling. I am really wondering if a class-action lawsuit is in order on behalf of former Vonage customers. Their refusal to cancel accounts is nothing short of robbery. The best way to resolve it is what a few others have suggested; Seek help from your credit card company. If you tell them right away that Vonage refuses to cancel your account, they will refund any charges that should not be there and charge Vonage for it. If enough people do this, Vonage could lose the ability to charge credit cards. Hopefully, this will help drive them out of business.

DO NOT GET VONAGE!!!!

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Absolutely the worst VOIP provider in existence. After tiring of their dropped calls, constant need for resets, and so forth, I tried to cancel the service AND THEY REFUSED!!! At one point, I was screaming down the phone for them to cancel and they STILL would not. In the end, I had to call my credit card company to prevent them from charging my card. If you like endless nightmares and nothing remotely like a working telephone line, defintely get Vonage. If you actually want to make and receive calls, get decent customer service, and be treated like a person, try VoIPYourLife. I've been very happy with their quality and features so far.

Promotions

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Don't ever accept any promotion from a Vonage rep. who contacts you by phone!! They talked us into accepting a second line for a free trial of 3 mos. I wanted the exact date that the trial period would end, but was told not to worry about it. We were told we would not be automatically billed. The rep. said that we would be contacted at the end of the trial period and, at that time, we could either cancel the service or continue it with monthly payments. It was a lie!!! We were never contacted. The conversation was supossedly recorded but when we ask that they check this, they insisted there was no recording. We will be terminating our service as soon as we decide on another provider.

don't get vonage

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I was suckered into vonage when I bought a computer 12/23/2006 with the offer of a $240.00 rebate for switching to vonage.. this is May 2007 and they still will not pay the rebate. Plus the service is only marginal, you have to reset the vonage modem over and over. forget vonage.. they suck really bad, and are NOT a member of the BBB. I have filed a complaint with the federal trade commission and am exploring a class action lawsuit for fraud over their refusal to pay the promised rebate.

Good Service but watch out

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The service was good with Vonage. We never had major problems, but we decided to switch to Comcast when Vonage started to have problems. First, it took three weeks for Vonage to release the phone number. Then, Vonage kept billing us. I called and their account people are not there. I still haven't gotten them to stop billing me. Once you are using them, it is hard to get out.

Good if you have a good internet connection

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Vonage is good provided you have good internet connection and you are not browsing !!!!!! If you are using your internet connection the sound quality goes down. Also there is acatch ., if you sign up with them and terminate before a year you have to pay 40 $ Penalty. I asked all my friends who are having Vonage whether they know this and they were surprised. So check the call quality in the first month and if you donot like it cancel it right away . Also the customer service will offer you free month ...make sure you will not be charged for cancellation after the free month. regards John

Reliability

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I have had Vonage since July 2003 and it works perfect and has almost never been out. A friend who got Vonage at the same time had problems and I told him to get rid of his cheap phone. He did and problems went away. This is not rocket science. You plug it in and it works. Billing is always correct...always. If you have probelems with Vonage it most likely is you.

Filing a Complaint with NY Atty Gen

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A few days into their "free" trial period, I canceled. It was very clear early on they didn't care or know what they were doing. I fought and fought to cancel the "free" trial period. I called and emailed repeatedly. At some point, my wife became the primary instead of me and they would no longer communicate with me. She had never spoken with them to set it up, but was listed by me as an authorized user. Finally, a couple of months ago I thought it dead. But, yesterday I received a collections notice for 98.00. WTF? These people are the most dishonest group out there. I guess now I'll actually have to start filing claims with the state attorney generals office in NY (collection agency) and also in NJ. Any film students want to get their start shooting the fall of a company built on lies and kept alive because of apathy of our government?

pretty good

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I have been with Vonage for several years and have been pretty happy with them. I get an echo sometimes, but that is minor. My biggest complaint is a "bug" that Vonage is unresponsive to. When I have it ring my home phone and ring my cell phone (Verizon), i am unable to call my (home) Vonage phone, because it forwards back to the cell phone and goes straight to my cell phone's voice mail. Very annoying. I contacted customer support (someone in India who I could barely understand), and suggested that they fix their software to not forward a call to the number that is calling it (i.e. calling home from my cell phone and it rings my cell phone). Other than that, I have been pretty happy with their service. It has been pretty reliable.

Good

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See below -- I think most comments are from ATandT, Verizon, Packet8 or one of the other corporate spammers. These reviews are totally bogus -- read between the lines people. Most of these don't even make sense. Misspelled words, fragmented sentences, poor grammer! Give me a break! Pick a VoIP provider based on some other forum....this one's nothing but BS!

An honest assessment - for those who care

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I am a new subscriber to Vonage and so some of my ratings are premature. But the fact is this - I almost did not subscribe based on the reviews that I read on this website. Now I am questioning the relevance of the opinions posted here. My experience has been thus (AND I AM NOT A VONAGE EMPLOYEE but someone currently trying out various VOIP providers) Ordered Vonage over phone on Saturday - got the equipment on Tuesday (despite standard shipping), installed it PER THE INSTRUCTIONS, power cycled the router and the adapter - per their instructions - got dialtone and things simply worked (within 10 minutes after unpacking the carton). I did run into a problem of no dialtone the next day. Called tech support, got connected within 5 minutes, logged on to the adapter via the 'yellow' port and changed the adapter configuration so that it now has a static IP address within my home network. Rebooted the adapter..and have not had a problem since. It has been 5 days. If I have any complaints at this point - it is that Vonage is probably the most expensive VoIP service out there - by about 4 or 5 bucks a month. Don't be afraid to try Vonage. Ignore all the gloom and doom messages.

Vonage customer service

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I have had my service less than 30 days. Their customer service is horrible. They seem to hire folks that don't speak good English from other countries and then they didn't understand what I wanted corrected. It was if I was in another country! I won't go so far as to say they lied to me, but I will say they didn't understand me well enough to meet my needs to correct the situation properly. They need American workers that understand and speak good English. I was also told the person couldn't assist me in correcting my bill and I would need to contact them tomorrow (Eastern time) when their department was open. I had waited on hold for 25 minutes before I was told that. What happened to their 24/7 help that they advertise? I am closing my account tomorrow!!!

Average at best ...

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I had Vonage for about 6 months with no major issues, then things went crazy. Call availability (making outbound calls) and call quality went downhill fast. Now a problem isnt a problem if the provider takes ownership and fixes it -- but i got transferred to outsourced reps who read from a card and did not understand one bit of english. No one between "departments" or even reps talked because I had to revalidate my information and re-explain the problem, thus making it worse. Not to mention they are proprietary, meaning that VoIP box you have is locked down, just like your CDMA cell phones. I left Vonage in the wake of the legal issues and went to broadvoice, who rock. Additionally they will let you bring your own equipment to them and have full features plus e911, starting at 5.99 a month. Consumers need to send a message to the VoIP industry stating we dont want to be locked down, or we'll end up with another telco industry with the cellular business model.

Rubbish

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These reviews are pure rubbish -- go with ATT, go with Verizon, go with whatever! If you are looking for VoIP service I suggest you find a different forum not populated with competitor staff and professional bloggers! Vonage may tank in the end but I've found their service to be more than adequate.

I Like It

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I've had Vonage for more than three years now and have had no problems. The one time I had to contact customer service was average for the problem. (DVR over VoIP) Other than that, my 6MB cable connection with a Linksys router from Vonage, connected to a wireless G router via a bridge and I still get excellent service. Every once in a while, I do get an echo but other than that, I'm happy with it.

Vonage USA vs Vonage CANADA

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While living in the USA for four years we finally found a phone provider that fit our needs. Vonage enabled us to call back to Canada whenever we wanted and not have to take out a second mortgage. Verizon was initially our landline provider and every month the bill arrived, we would be shocked to see the price continued to creep up every time. A new fee or increase. Vonage was able to put an end to climbing phone bills. During our time in the USA, the Vonage VOIP was amazing and the price could not be matched by any phone company (24.99/month). Then we moved back to Canada and thought that we would try and keep Vonage through Vonage Canada. Big mistake. We got stuck in the one year contract and were glad to move back to a local provider. The price had doubled for the same service we were being provided with state side. Vonage CA would continuously state that their prices were comparitive with other local providers. I emailed them the link to our local phone provider and asked them to justify that statement when our local provider was far cheaper. If you are someone who extensive long distance calls, such as was our case during our stay in the USA, then Vonage is great. But if you are just looking for a local day to day provider, stick to the better established companies. I will have to agree that Vonage is loosing customers due to its Customer Service Department. A mass firing in that area may save the company from bankruptcy. Vonage will never survive in Canada because they are not willing to change their rates to match that of their competitors.

Don't Do IT!

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This happened a few months ago and they are still trying to charge my credit card. March 31, 2007 10:05 AM I have similar story, but have found little on what you can actually do to cancel the account? Other than go through the trouble they put you through and from many of the post it actually may not work. Anyone know? I signed up almost a year ago actually Apr 2 2006 and today I wanted to cancel it. I was informed to my surprise I would be assessed a 39.99 charge to do that. I did not recall seeing that notification when I signed up. It was advertised as hassle free no contracts. But after looking at the Terms of Agreement it does say if cancelled before 1 year you get charged a fee. I informed the rep I want to cancel it then on that day the Apr 2nd 2007 so I not get a fee she told me she could not do that. And instead launched into a high pressure sales tactic to switch my plan at the end of my billing cycle the Apr 2, 2007 date to a 2 month free then charged 9.99 for 100 minute plan each month instead. I asked her to speak to someone else that could help me she told me that she would not transfer me and she was not going to escalate the call any further. She then told me after the free months if I still wanted to cancel I could and would not incur a charge for cancelling my account and to just try and see if it worked better for me. Another point she kept hounding me as to why I wanted to cancel. I do not consider that any of Vonage business. I am the customer if I want to cancel I should be able to with out being badgered. I did not want to tell her that I was cancelling because my house caught on fire and I lost everything including my father to the fire. I have almost nothing and am staying with relatives temporally and that I simply could not afford to have Vonage anymore. I just did not want to bring that up or think about it. But I was being forced to relive the whole thing just to justify to her why I wanted to cancel when it was really none of her business. So apparently she has made a change to my account that I am going to get the first 2 months free because in her words they are helping me. And then be charge the 9.99 a month after. The point for me is I don't want Vonage anymore I just wanted to cancel the account. And if I was literally 3 days shy from the 1 year agreement, how hard and uncompassionate is that? She simply could have told me to call back or that she scheduled it to be cancelled on the 1 year mark. Instead I was badgered and subjected to strong arm tactics to keep me on Vonage. And for me I actually liked Vonage. I had very few connection problems. I thought after I was well and better on my feet I would subscribe again to Vonage because I liked it so much. I told her this at the beginning of the call and she thanked me then preceded to badger me about why I wanted to cancel. I need to know what legal way can I go about canceling the account? I read in other post if I change my address information and credit card information to something else they cannot contact me or charge me? Is that legal? I would have completed the 1 year agreement before changing the information before they attempted to charge me again Also I could contact my bank and inform them to refuse any charge from Vonage that it was in dispute and to consider any attempted charge from them fraud? Or cancel the credit card number from the bank? An update to this I finally decided to cancel the credit card number from the bank. And informed the bank vonage was trying to make a fraudulant charge. I did this on the end of the bussiness day of my one year. I also disconnected the Vonage router same time. Something was telling me that even though the rep told me I would not be charged for the first two months that they would try anyway. Sure enough the bank has recorded several attempts by them to charge my now cancelled card. And I have recieved emails explaining there failure to charge my account. And to please contact them to resolve the issue. Ah huh!

No problems yet

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I have had vonage for over a year and have never had a dropped call. The sound quality is great. I haven't had to call customer service yet.

Great service and value

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I have had Vonage for two years now. As other reviewers have said, if your Internet connection isn't good your Vonage connection isn't going to be good either. I've had no dealings with customer service so I can't really comment on it. Being overseas, this is a perfect solution for people needing to keep in touch with family in the US and allowing them to contact you inexpensively. I highly recommend it to all my co-workers and family.

Yupe Stay Away

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Worst Customer service ever. There are man many other companies to go with nowdays. Don't waste your time and money, oh and frustration ;)

STAY AWAY

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I had vonage and was extremely dissapointed. Their support was horrible, and when I canceled I got dinged for a significant charge. Even though their advertising states that it's month to month, there is a "disconnect fee". Although the web site experience was nice, the service itself leaves a lot to be desired. I would have calls dropped and noise on the line pretty much all of the time. Even when my throughput was at 4MB, the service was pathetic. The box they sent me broke in the 3rd month and they wanted to charge me over $100 to get a new one. Just horrible service, horrible product, and a horrible experience. I even reported them to the BBB and the FTC. I highly recommend that you look elsewhere.

Great VOIP

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If they add some caller rejection features, they will have the best service possible.

Good Service

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I wouldn't trust a review on this site since it appears most are from competitor spammers. This forum is nothing but a haven for con artists trying to divert you to other providers. Vonage doesn't suck any worse than the others. Take these with a grain of salt. Do your homework and pick the company that's right for you with the best deal. Better yet, find a forum that isn't packed with bull or talk with friends who have VoIP. See how they feel about it.

Not bad!

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I don't work for Vonage but I have been a customer for over a year. I haven't had any dropped calls and I've never had to call customer support. I agree, if your quality is poor then you probably have poor internet service. You can't expect to have a good experience if you're not willing to pony up the cash for good internet connectivity. A bottom of the line DSL connection is going to get you a questionable VoIP experience. Don't expect something for nothing.

Good Service

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I've had Vonage for quite some time with no complaints. The common theme, in my opinion, is the quality of your ISP. You know how the saying goes; crap in, crap out! Virtually all the VoIP providers are the same so if you have issues try to rule out your internet provider first -- it only makes sense.

unreliable

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Unfortunately, I have had nothing but dissapointment since swiching to Vonage. I used it for my business line as well as home and experienced constant dropped calls, static and failed faxes. They provided me with a new business number which was not "portable" to land line use. I had to get a new number from Verizon, payed 179.00 to turn on the dial tone, had my truck and yard signs relettered not to mention new business cards and letter head. Learn from my experience. Vonage is NOT the way to go!!

Vonage does the Job

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I don't work for Vonage. I have had the service for over 2 years. The customer service has alot to be desired. If you can't get satifaction with the person you are talking to speak to the supervisor. Don't hang up until you do. I was having trouble get my 2 months credit for a referral and got it resolved with the supervisor. It took about 30 minutes of chiding the service rep but it got done. Be persistent. Second, if you are having problems with sound quality find out if your bandwidth is sufficient. Get the best speed that is offered or that you can afford. Don't take the lowest speed offered by your DSL or cable company. Pay the middle rate at the least. If you game you will need higher speeds if you want to have the sound quality you desire. The price is steadily rising due to taxes being charged by the FCC. It's gone up 18 cents in two months, (I know not alot, but they are passing it on to us). The recovery charges are bogus. I'll pay the 911 recovery charge but those other charges are BS. If you have never had VOIP before you got Vonage, then you need to realize that there will always be latency issues, you will hear echos particularly when you call another persons cell phone. Think about it, people moving in cars from cell to cell talking to a person on the internet, you think you won't have a dropped call? Get real. My dad loves his cell except when he calls me on my home phone. Use your cell to call another cell is my advice. And for those worried about using too many minutes (I saw a few of those) on your Vonage, buy the unlimited plan. Conclusion, there are other plans and companies out there, who knows if Vonage will survive their legal problems or come up with a work around solution, you can always switch. Yes, they will make it difficult, but if you use a new provider they will do the switching with a virtual number and at the time you make the switch cancel the charges to your credit card at the same time so that you are not billed twice. Just file a dispute of charge to the credit card company.

Adjustments to Incorrect Billing

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WATCHOUT ! Vonage does not provide for corrections to incorrect customer billings. If error is pointed out to them that a customer set-up is incorrect, they will change account from the time you tell them but will NOT and CAN NOT go back to make credit to overbilling. TOTAL UNACCEPTABLE. Ref Donna #9702 @ Vonage

Vonage Works!

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It's incredible to read all the gripes about vonage, fact is - IT WORKS We have had it for over a year, almost 2 in fact and it works fine. Yes there was a time where the service was a bit rough, and technical services was very capable and worked thru the problems. So for the price and features like simu-ring, Vonage is a great deal.

Satisfied user

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I have been with Vonage for around 2 years, and so far I've not had any major problems. Though I do get echos on my side of the call, others that I call say their side is clear. Though I have only called tech support once, and the person didn't speak English very well, the problem was taken care of very quickly. Could I get better service elsewhere? Probably, but since I call the UK frequently I will stay with Vonage because I have unlimited free calls to there. Also, my slight echo problem isn't bad enough for me to jump ship.

Been with Vonage several years

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About 1 in 5 calls drops and it takes 3-5 minutes for the connection to reset - while the "minute meter" continues to tick. I usually see the minutes for the original call and the re-call overlap..... I don't even check anymore. And for a while something about their Linksys device made my Internet service stop working altogether, so I was rerouting my network to make phone calls versus connect to the Internet. After several months this magically fixed itself. Customer service? You get what you pay for - obviously these folks aren't paid much. I stay with Vonage b/c the cost is cheap and the service is reasonably reliable. (Translation: It's too much trouble to switch)

service

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This was the worst experience I have ever had. I tried to get onto Vonage. Someone from the Phillipines spent an hour, but couldn't get me connected. When I tried to cancel, I had to wait over an hour three times, and when I finally reached someone, I was told that my 1 month trial had expired. Later I called the number for opening a Vonage account and service to see if the wait was as long, and I immediately got someone. It is clear that Vonage is not interested in providing service

Welcome to the Telcome Whirld

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The telcom industry as a whole is corrupt. Bait and switch, broken promises, I could go one. Take a look at Nachio of qwest, convicted. Vonage though not perfect, provides a decent service that works. As with any VOIP product, the more bandwidth the better. As with any telcom provider customer service always needs help. VOIP is the future of telcom, unleashed. Lets pray that independents like Vonage don't get swallowed by the telcom giants and get marginalized.

Number Transfer is immposible

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It took me 2 months to get number transfered from Verizon to Vonage. Finally Vonage deleted my virtual number although I did not request it. Now, they do not want to release my number to other provider. Customer support is pathetic, which is the case with all VOIP.

More Down Time than Up Time

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I opened my vonage account at the end of December 2006. I've had nothing but problems since doing so. It started with poor sound quality. After multiple resets and Comcasts willingness to replace my cable modem free on 3 times thinking it was a cable modem issue, Vonage eventually replaced the adapter 45 days later and that resolved that problem. Now the problem is that calls don't come in and oftentimes I can't make calls. Often get the message "This phone line is not...". Now today can't make or receive calls. Top this off with the recent news of Vonage copying technology from another company, I'm getting out now!!

VONAGE REVIEW

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Where do I begin. Let's see 5, yes that is five months ago, after frustrations over extremely slow service when retrieving voice messages online from Vonage's website, I asked that my number be released so I could go with another provider. Well here it is five months later and Vonage's excuse is that their third party provider (Focal) hasn't released the phone number. Of course that took four hours of repeated calls to Vonage customer service today. No kidding, 4 hours out of my life talking to customer service reps in the Phillipines. Some would get so frustrated that I wouldn't give up asking for their Supervisor, they would just either hang up on me or leave me on hold for 20 minutes. Of course I was very determined, but where did it get me? No where. You might ask why I just didn't get a new phone number with the company I'm going with. Well I have hundreds of dollar in business cards and other promotional items for my company, that it will now cost me in reprinting cost. BEWARE OF VONAGE, BE VERY AFRAID if you are with that company now. My new provider says they have customers that have been waiting a year to have their phone numbers released (ported out) from Vonage.

Poor reliability

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Very poor reliabilty in the last month (Apr 2007) Calls do not come in, other party cannot hear us at times, no dialtone at times. Extremely frustrating. On phone with tech service twice - no improvement.

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very very good

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very very good product

very very good

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very very good

subrota neogi

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subrota neogi

neogi

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neogi

subrota

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subrota

Misleading the Public for there quota

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A Vonage Manager will take over a reps call and mislead you into believing that they are going to give the best services and products out there on the market. A VOnage Managaer promised me the best customer service and no payments for 2 months and no shipping and handling fees just to meet his quota. I come to find out that there is no such thing for FREE. The Manager needed to meet his QUOTA so he PROMISED EVERYTHING that he COULD NOT OFFER nor deliver to make the sale. Overal VONAGE will continue to say that they will take care of the customers THAT IS SO FALSE they will do anything to convince you to purchase there products and promise you free stuff just to get you to COMMIT so they can meet there daily and monthly quota. Vonage way of service is very un ethical just to do business. They should have a different approach when dealing with the people.

Wait Until You Try to Cancel!

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I got tired of frequent service interuptions and poor sound quality. Plus, many other VOIPs are beating the Vonage price. What a surprise when I cancelled before the next billing cycle and I was charged another month even though I was disconnected. It seems that hidden in the terms of service you have to give vonage a 10 day notification of service cancellation or you'll be charged for the next month of service. Yeah, now you know how they'll make up for their failed IPO.

Best service for the money

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I've been with Vonage for two years. I will never go back to paying $50+ for phone service. Vonage isn't perfect, but they are the best in their class. I call Europe all the time and never have to worry about my minutes. As for reliability, I live in Florida. When we got the big three hurricanes a few years ago, I lost my cell phone connection, my bellsouth land-line, but not my internet connection!! Other companies hate Vonage because they can't compete!

Fine

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I'm not a Vonage employee either. I've had Vonage for about 2 years and am pretty satisfied with it. I've had very few problems and the calls are almost always fine. I also have a splicer on my line for a phone and a fax and both work fine. So does a second cordless phone. I only pay $15/month for this. Good deal overall.

They lie

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Vonage lies. They lie to get your business. They lie to keep you from switching. They lie when the say they can port your number. They lie when the say they can port your fax number. They lie when they say the fax service works. Their customer service people will lie to get you off the line or they just hang up. VONAGE LIES !!!

customer service

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Absolutely the worst. Nearly impossible to deal with. Somehow my service was disconnected, NOT MY FAULT. They actually charged me and activation fee AGAIN to reconnect and get my phone number back. And gave me a higher monthly charge.

Good product

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I have been extremely satisfied with Vonage service for the past three years. Any problems I've had have been with my lousy Verizon DSL service (one year ago.) It took the morons 4 months to figure out they had a bad DSLAM card in the CO. I called them weekly before they finally figured it out. I'll stick with Vonage until the lengthy (2 years?) legal battles are settled. If Vonage goes away there are many other options that I can move to very quickly with no impact to my quality of life. [NOT AFFILIATED WITH ANY TELECOM PROVIDER.]

Lawsuit Aginst Vonage!!

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Verizon slaps Vonage with Lawsuit Vonage said today that it has been served with a patent infringement lawsuit filed by Verizon. The lawsuit from Verizon Service Corp. and Verizon Laboratories Inc. alleges that Vonage infringed on seven patents related to VoIP technology. The timing of this lawsuit is more than suspicious. With Vonage facing lawsuits from its customers over its failed IPO and its stock continuing a downward spiral, I'm wondering if this isn't simply Verizon going for the jugular while Vonage is down. Im gonna change ASAP

That's funny!

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I don't work for Vonage but I have had their service for over a year. I also type with all 10 fingers and haven't drooled since I was 2. Your post makes no sense. You've made no relavent point whatsoever. The focus or your post should be whether or not Vonage is going to make it through their legal troubles and what is going to happen to their service when push comes to shove! If you had read the news about patent law you would have learned that sueing over intellectual proprietary property has been tested through the courts on a limited basis. That means this is a new frontier and we'll have to wait for the eventual outcome. All I suggested was if you have had a poor experience with VoIP, in particular Vonage, then maybe you should consider you have poor internet service. Are you saying it's not possible that your internet provider has not capped or limited your bandwidth? Or possibly restricted what packets of information are allowed through their network? There is more to achieving a good VoIP experience than just Vonage or one of the other providers. I will concede that Vonage probably has poor customer service. Truthfully, I couldn't tell you one way or another since I've never had to call. Other than that I'm quite satisfied with the service they've provided me!

VONAGE CRIMINALS NOW POSTING HERE TRYING TO SAVE THEIR CRIMINAL ORGANIZATION

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The CRIMINALS at CRIMINAL ORGANIZATION VONAGE (CRAPAGE) are now here posting PATHETIC SHILLINGS like below. What these pathetic postings by the CRIMINAL ORGANIZATION CRAPAGE.... OOOPS, I mean GARBAGEVONAGE, are INCAPABLE OF UNDERSTANDING IS THAT that GOOD MOBSTERS understand that a smart MOBSTER understands **subtlety**. BUT, UNSURPRISINGLY, given that GARBAGEVONAGE is filled with the lowest of the lows that don't understand how to SHILL correctly. SOME PATHETIC SOON-TO-LOSE-THEIR-"JOB" SHILL AT GARBAGEVONAGE SOMEHOW WAS ABLE TO POKE OUT OF THE KEYBOARD WITH TWO FINGER ALL THE WHILE DROOLING ALL OVER IT: Great Anonymous from US says: I've been with Vonage for over a year with no difficulties. Sould quality is good as is the price and features. I suspect most of these reviews are a load of bull. Half the comments aren't even complete sentences -- if you can't write a correctly formatted sentence how do you expect to understand the finer points of VoIP. All VoIP services are basically the same. They pattern themselves after existing and emerging technology, meaning as new technology is available it gets implemented. Verizon's claim that Vonage infringed on intellectual proprietary property has a long way to go through the legal system. Maybe they did, maybe they didn't but I doubt it means the end of Vonage. The more likely outcome is a restructure with different emphasis. If you think your sucky VoIP experience is due to your VoIP provider then I suggest you also look at you ISP. I would bet 9 out of 10 times it's a capped or restricted internet connection. Do the math -- it takes bandwidth to conduct a VoIP call and if your ISP has restricted your up/down speeds then your VoIP is going to suck no matter how much you complain!

Great

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I've been with Vonage for over a year with no difficulties. Sould quality is good as is the price and features. I suspect most of these reviews are a load of bull. Half the comments aren't even complete sentences -- if you can't write a correctly formatted sentence how do you expect to understand the finer points of VoIP. All VoIP services are basically the same. They pattern themselves after existing and emerging technology, meaning as new technology is available it gets implemented. Verizon's claim that Vonage infringed on intellectual proprietary property has a long way to go through the legal system. Maybe they did, maybe they didn't but I doubt it means the end of Vonage. The more likely outcome is a restructure with different emphasis. If you think your sucky VoIP experience is due to your VoIP provider then I suggest you also look at you ISP. I would bet 9 out of 10 times it's a capped or restricted internet connection. Do the math -- it takes bandwidth to conduct a VoIP call and if your ISP has restricted your up/down speeds then your VoIP is going to suck no matter how much you complain!

My experience

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I have been using Vonage for over a year and I have been very happy about it. I switched from a horrible company that I hope has gone out of business. They were called myphonecompany.com and they were the absolute worst provide I could ever imagine. I have had only a few brief and minor blips in service, and I have not had any problems with getting in touch with anyone in the service department--quite unlike my previous provider. I am NOT an employee of Vonage, and I switched to Vonage after a friend recommended it to me, saying he had used them for four years and was quite happy with it. I have one person who calls me who often gets a fax tone instead of my voicemail, but other than that, no one else has complained of any problems reaching me. The price is so much better than a regular land line. I find Vonage to be a great value.

Happy Customer

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We have had Vonage for three months and are very happy with the service. We had a little glitch at the beginning because Verizon claimed we had not disconnected the phone and kept billing us. Vonage resolved the problem and gave me a credit for what I had to pay Verizon! The customer service rep are a little hard to deal with since they don't always seem to understand what is going on. Aside that they were always very helpful. I am happy to be with them. Their prices are great! I call Italy and Florida often and pay the same amount every month. I AM NOT A VONAGE EMPLOYEE :-)

Happy Customer

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Atandt and all other fone co.s blow!

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Most of ya'll don't remember when atandt was the ONLY phone co. Back then it was ILLEGAL to own the phone... you had to LEASE it for $5 mo. from atandt...I'm talking about the freaking physical phone! Everything was long distance...like the town across the river, or the next town up the road etc. Vonage helped change that! Only problem is that they don't service Idaho, so I went with broadVoice and am jsut as happy! Screw the phone co's!!

Satisfied customer

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I have been a customer of Vonage for 4 years now. I have been very satisfied with my service, and I have never once had to call them with problems. Sound quality is great most of the time, the worst thing that has happened is that occasionally it "echos" my voice... which only I hear, not the person I am speaking to. It's a little annoying, but it happens so infrequently that i can't really complain. Another small annoyance is i wish that their voicemail online was faster. Vonage has been a godsend to our budget, we have saved thousands of dollars on our phone bills over the years. I really hope that this litigaion that is happening doesn't affect my service with them in the future. I look forward to many more years of doing business with them.

Excellent

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Excellent phone service...infact a number a friends and family have signed up in the past 12 months once they heard my phone service ia provided by Vonage!!

Excellent Phone service

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I have been using Vonage for the past 1 year. It has been one of the best purchases for me since I have family and friends all over the US and Canada. Initially I had a problem with the reception but it was easily fixed by updating my old aluminum connectors to copper/steel alloy. I tried to provide this information to their, "Vonage", customer service but they seemed incapable of comprehending the fact that I was attempting to help them because I had heard of a number of people having reception problems. Folks it's an easy fix!!

Very Satisfied

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I've had Vonage for 2 years now and have been very please with it. Initially it took too long to get my old number transferred but that was because I did not cancel the extra ringmaster numbers associated with my main number. However, it was worth the wait. I have never doubted my decision to pick Vonage and will not change unless Verizon uses the courts to squelch competition.... And I DONT WORK FOR VONAGE!!!

Vonage sucks

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I think vonage doesn't take care of their customers i have read so many reviews that vonage customer sucks for a long time. And vonage price is high as other voip providers and doesn't take care of the customers i was a vonage customer for a long time but when i call the customer support it's just horrible they put me in a hold and never call up again. So i am planning to get a sunrocket connection which has great features and it also provides at low cost.So good bye vonage!

Somebody Slap Me

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I switched to Vonage in Janauary of this year from Cablevision because of the price. From jump street I had problems. I ported my number over, bad move. Took until recently for the move to be workable. I got past that hurdle (lots of minutes of screaming on the phone) only to have my service start going out whenever it pleased. Made several calls, got a different response from diferrent people. Was finally told that my modem could be bad, but I have to pay for replecement. Told them heck no, cancel my account. They then offered to send me another modem free of charge, should have it within 2 - 3 days. Claimed they got my service back up, use the bad modem till I get the replacement. I came home a few hours later to no service, AGAIN. Called and was told this time that my modem had been disabled since they sent a new one out. What idiot would have disabled a modem before making sure I received the new one? Only Vonage. Needless to say, I am RUNNING away from this shoddy company from hell!

Vonage service blows

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Nobody speaks english or understands a work I say. The do not allow you to use used phones I tried and they gave me the run arround for hours even after I told them I gave it to a freind as a gift! VONAGE BLOWS!! I WILL NO LONGER USE VONAGE! GOOD BYE!! CHEAPER VOIP PROVIDERS OUT THERE!! . VONAGE BLOWS!!

a little worried

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My family has really enjoyed our vonage phone and the only problems we've run into stem from our cable provider, not from Vonage. I am worried a little about the legal battle going on between Vonage and Verizon right now though and we may have to switch to another provider because our VoIP is our only phone.

They SUCK

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Sound quality I rate as average because it works great when it works. Reliability- I do not consider one way audio to be reliable. Customer service- poor they never were able to correct the problem and they want me to continue to pay for a service that does not work properly. Features-I can't use them if I want to send a fax. Price-Poor I pay for a sercie that does not work and spend HOURS (that I don't get paid for)on the phone with tech support and I go over on cell phone minutes because I can't use my home phone. So overall it cost me more than I want to think about.

Be wary...

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I had Vonage for over 5 years. At one point we had three lines with them. Generally, it's a good service... provided your Vonage router never dies. The most recent router we had (less than 2 years old) died today, so we have no phone service. After an hour on line with 3 techs, they finally understood that it couldn't be repaired BUT they would not replace it for free. After 5 years of service!!! Good service if you never need customer service.

Good once it's working

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I signed up for vonage a couple years ago because I was not willing to pay so much for a land line that I hardly use. It took a long time and many phone calls and faxes to get them to port my existing number and customer service was terrible when I had technical and billing issues, but they did eventually get solved. Initially I was very upset about the fact that I couldn't get my phone to work and couldn't get my number transferred and I considered switching to another provider but I stuck with it because of the cost savings (I am on the $14.99/month plan). Now I am happy I did. Once I got it working and got my billing on a regular schedule I did not have any problems. My sound quality and reception are fine. I do not have static or dropped calls an I had even forgotten that my "land line" was voip until I saw the recent news about vonages litigation problems over Verizon's patents and I came to this site looking for alternatives. Assuming Vonage doesn't get shut down for patent infringement I would recommend using them if you can deal with the initial headaches of getting set up. If you have the patience, I believe the cost savings versus traditional land lines are well worth it in the long run. VOIP USER -- Chicago

VONAGE IS AWEFUL!!!

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We have been with Vonage for a while to save money,But if we had to do it over again we would not have went through them.When we first got the box and hooked everything up you would hear static and we had to call customer service 3 to 4 times a day,then when you call and talk to some one at customer service it would always be someone that couldnt speak english nor would they understand you. They would tell you to go into your computer bios and do a computer check of their vonage services,they would say that our internet service provider is not compatible with vonage,they would say that our router was too close to all other electronics,they would say that we needed new telphones. Okay may have been so at the time, over a year has passed,everything is like it was from day one,bought new telphones,have the same interenet service because we have T1 and should work and we have had a technician to come by our home to check out everything, its fine!,all wires were replaced and they all are at least 9 feet away and mind you, should be at least 4 feet away,all calls i make and recieved are echoed,i have had so many dropped calls,even when people leave me messages,they sound like aliens...lol..its true,customer service is terrible,but dont worry after typing up this review im switching to ATandT like everyone else is,who cares if i have to pay a penalty to switch im tired of vonage playing games with me and others as well.DO NOT GET VONAGE even if you do want to save money,its not worth the aggravation,and having vonage really upsets others that are trying to call you.I THINK VONAGE IS A SCAM!!!

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...I'm happy with Vonage!

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...more than happy!

The Best By Far

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If Vonage is so terrible, as other reviews have stated, then why do they have 2 MILLION customers? I am one of them, and love the service, and do not have any problems with customer service, my service, etc... The only issue I had, was a year ago, lightning hit the electricity and cable wires out in front of our home, and due to a surge, it damaged my router. I went to the local store, and bought a Linksys PAP2 Phone Adapter. The equipment sucked...(this would be Linksys issue, NOT Vonage.) Vonage gave me a month credit to my account, due to the issues I had, I went to the store, returned the Linksys crap, and purchased a Motorolla VT1005 Phone Adapter, (hence the good quality Moto Equipment), and have had not one issue ever since. The tech support on a couple occasions I had to call was excellent, and have had only a couple/few interruptions in service for the couple years I've been with them. This is an excellent provider!

Wouldn't Switch to Anyone Else

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I have had Vonage for almost 4 years now, and have never used another VOIP provider, and never will, unless I am forced to. I have a home based business, and make 100+ calls a day, every day. Their service is outstanding. For those of you who had issues, look to your ISP and to your PC/Network configurations. Those of you who have issues with Vonage will most likely have issues with others. Your call quality and reliability is only as good as your ISP/Internet connection quality and reliability, and also dependent upon your having your system and network properly configured. Yes, there have been a few outages in the past few years that I've been affected by, but I remember having even more issues with ISP providers and POTS providers. I have a Buffalo Air Station Wireless Router IN FRONT of my Motorolla Phone Adapter, and despite not having my Phone Adapter in front of my router, I have my router configured properly to route the proper Vonage ports for calls, and the service is by far EXCELLENT! I can't remember the last time I had service issues with Vonage. THIS IS THE BEST VOIP PROVIDER YOU'LL FIND! Can't beat the price, and I am HOOKED on the features.

Quality Is Bad, Customer Service Is Worse

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I have had nothing but problems with Vonage for 2 straight months now. My calls drop like crazy, my devices cycle themselves leaving me with dead phone lines, and the customer service team has been of absolutely no help. I have called about 5 times. I'm here on this site shopping for a new VOIP service.

Review

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I have had service since 2004. I have an UPS for backup power, and the VoIP router is the public facing router, so voice traffic has priority bandwidth. Any issues that I have are few a far between, which is excellent for this young technology. Price to Value ratio Excellent. No complaints!

THERE IS A GOD! THE BEGINNING OF THE END OF THIS CRIMINAL ORGANIZATION!

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JUDGE BARS VONAGE FROM ADDING CUSTOMERS Associated Press April 6, 2007 ALEXANDRIA, Va. - A judge issued an injunction Friday that would bar Internet phone carrier Vonage from signing up new customers as punishment for infringing on patents held by Verizon Communications Inc. Vonage Holdings Corp. planned an immediate appeal. The company's lawyers argued that the compromise injunction issued by U.S. District Court Judge Claude Hilton would be almost as devastating as ordering Vonage to cut off service to its 2.2 million existing customers. "It's the difference of cutting off oxygen as opposed to the bullet in the head," Vonage lawyer Roger Warin said. The judge had initially planned to issue a full injunction that would have barred Vonage from using the patented technology to serve its existing customers. Verizon's lawyers proposed the compromise injunction earlier this week as a way to avoid shutting down Vonage's entire network. Last month, a jury in Alexandria, Va., found that Vonage infringed on three patents held by Verizon. The jury awarded Verizon $58 million plus future royalties of 5.5 percent on revenue obtained through continued use of the infringed patents. On March 23, Hilton went even further, issuing a permanent injunction barring Vonage from further use of the patented technology. But he delayed putting it into effect until Friday's hearing, at which he replaced it with the compromise suggested by Verizon. Hilton said he would wait until Thursday to impose the new injunction, giving Vonage time to appeal. The judge has said that awarding royalties to Verizon was insufficient, given a competitive climate in which Vonage continues to gain subscribers at Verizon's expense. In court papers filed Wednesday, Verizon said that if a full injunction were to be implemented, it "would cause virtually all of (Vonage's) customers to leave for another provider." Vonage officials have said that Verizon overstates the patents' importance and that they have a strong likelihood of getting the verdict overturned. Rebecca Arbogast, an industry analyst with Stifel Nicolaus, said Verizon's compromise would be nearly as effective as a full injunction while being more likely to hold up on appeal. "I think Verizon's legal strategy has been very aggressive and very effective," she said. "Vonage doesn't have very many attractive options except to hope for an emergency stay."

Vonage is a worst service ever seen in the phone service.

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Our (8 people currently with vonage)- our advise is don't prefer vonage phone service because it is worst service no phone quality and specially customer service is very very worst ever seen. So, Please advertise as many peoply as you can if you have vonage come out of it and go for any other phone service. Good Luck!!!!!!

Vonage Sucks and never use this service again

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Vonage is the Best!

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I've had Vonage for 2 years+ and the service is Great! Sound quality is excellent, free three-way calling, call waiting, voicemail, call forwarding, etc., it all works perfectly for me! The only outages I've had were Power failures (will change when I plug in to a UPS and when my ISP (Comcast) has an Internet outage...even then, all calls will go to either voicemail or forward to my cell phone depending on how I set it up. I switched over to Vonage because of my ISP's (Comcast) continuing increases in Digital Phone service prices and because I couldn't get Comcast to fix several sporadic problem with their Digital Phone service. Provided Vonage survives the lawsuits, my next Vonage purchase will be the USB keychain so I can use it on the road with my laptop... Vortex http://vortex.livejournal.com

Problematic

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I've used Vonage for over a year for both my personal and small business lines. While the call quality is great when it's working well, it just isn't reliable. They frequently have problems with voicemail and about once every couple months there are periods of time where you can't receive calls and can't retrieve voicemail messages. Recently it went through a period of about 8 hours where someone would try to call and it wouldn't ring my phone until about 5 minutes later. Of course when I answered it, there was no one there. Trying to contact tech support and get help takes forever, and they never have answers for why the problem happened. Because I can't rely on this service, I'll be changing in the very near future to another VOIP provider.

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Interesting Info On Vonage Verizon vexed: Vonage violating VoIP patents? By Eric Bangeman | Published: June 19, 2006 - 12:07PM CT It has been a rough month or so for Vonage. The company finally pulled off its long-anticipated public offering, even getting some of its customers to buy shares. It didn't take long for the stock price to plummet, leading some of its VoIP customers to conclude that they need not bother to fulfill their commitments to buy the company's stock at the IPO price. The latest blow comes in the form of a lawsuit filed by Verizon. In it, the telecommunications giant alleges that Vonage is infringing on seven different patents related to VoIP technology and is asking for unspecified damages. In particular, Verizon points to Vonage's voice mail, WiFi phones, and call forwarding services as allegedly infringing on patents held by Verizon. In response, Vonage said those services had been developed inside the company using proprietary technology or technology licensed from other firms. According to the VoIP provider, the lawsuit is Verizon's first communication about the patents, and it promises to vigorously defend itself against the allegations of the lawsuit. Vonage's long-terms prospects are looking a bit murky. Aside from the slide in its stock price (which dropped further once the news of this latest lawsuit hit the markets), the company is faced with a number of other legal actions, including some related to its IPO. Of particular note are nine class-action lawsuits filed earlier this month on behalf of disgruntled shareholders, alleging violations of securities laws by the company and its underwriters leading up to the offering. Whether Vonage will be able to weather the current legal storm remains to be seen. Its stock price has dropped by almost half since the IPO, and as our go-to finance guy Anders Bylund said in his analysis of the stock offering, the company's future prospects look uncertain. It suffers from a extremely large 2.1 percent monthly churn ratio, is spending more on advertising than it makes on sales, and is facing increased competition in the VoIP space from much bigger companies like Comcast and ATandT. Add in the costs of fighting myriad legal battles and Vonage is in for a rough ride ahead.

Good Service

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I would take these reviews with a grain of salt. How odd that a person will slam Vonage and then turn right around and suggest another provider as being the best in the world. I've had Vonage for over a year with absolutely no issue whatsoever. How do I do it you ask? Let me tell you -- 1. I don't do online gaming 2. I don't have kids downloading video and music files 3. I keep my internet connection free of devices and programs that suck bandwidth 4. I monitor my bandwidth up and down speeds taken from various online services so I know when internet congestion will affect my VoIP service 5. I installed a bandwidth optimizer between my modem and router to prioritize VoIP traffic when I'm on the phone That said, I've never had to call tech support. My equipment has never failed. My phone has never dropped a call. My account has never been overcharged. Be wary of the reviews. Spammers work in many different ways! Good luck --

VONAGE IS THE WORST!!!!!

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This is absolutely the WORST service on the planet!!! I had service for my home and office and the lines were CONSTANTLY having some type of technical difficulty!! The caller would almost always go to voicemail and say they didn't even hear the phone ringing. When you called out the other caller at times couldn't hear you and we would have to call again!! My fax line would always have trouble receiving and would have to tell faxers to RESEND it at least 3 times. Oh, I haven't gotten to the Customer Service - people seem nice and really want to help but the bottom line is their IDIOTS!! I wanted some lines disconnected and they disconnect the WRONG ONES and when I told them about the mistake, they said it's out of their hands and that the number cannot be retrieved!! WHAT!!!! OH MY GOD!! It Gets WORSE - they had the nerve to charge me for THEIR mistake!! RUN AWAY!!!! FAR AWAY FROM VONAGE!! I will be e-mailing their corporate office for the horrible mistakes they've made!! SWITCH TO SOMETHING RELIABLE ATandT!!!!

I Like Vonage

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try and get your money back

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Those fucker suck! It took me 2 months to get my money back. Setup was easy, but some features never worked for me. The worst part is customer service. People are nice but nothing gets done. I will never use this type of service again. I hate bell but now I hate vontage more. Sad. new company = I don't give a fuck either

5 Linx

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Thanks God for VONAGE

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Voange is the king in the VOIP world. Best Sound quality along with good customer support. Is it the Vonage or the Customer Representative that was sounding so good ???? wink wink... I think both....every customer support rep I talk to got a very soothing voice...Go vonage Go.... Goodbye to all the other VOIP services.

Vonage - is the Leader

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Best Customer Service, I never had to call customer service of Vonage because I had no issues never ever. Everything is so smooth, everything is taken care by website. I have tested 3 VOIP services..Sun rocket, Lingo and Mondo... they all suck big time, especially Lingo service is the worst in this world.

Voange The Best ever

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I have used Vonage for 3 years now, I have also tested other VOIP services like LINGO(PRIMUS)..nothing can beat VONAGE. Lingo is the cheapest VOIP out there in the market. Please do not go for LINGO even if they offer for free.

Excellent

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I don't know about everyone else saying they got ripped off or poor sound quality and dropped calls, etc.. but I've been using Vonage for going on 2 years now. I think I've had a total of maybe 6 or 7 dropped calls ever. Sound quality is near perfect (at least 98% of the time for me). I will say though I think my cat could give me better technical help and customer service. I'm very satisfied.

Come on folks get real

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You must compare voip to actual land line service to be fair. If yo ugive up anonymous call block and lots of other things you get with a real telephone then rate them a 5 because you like simul-ring you have no credability here. If VOIP companies want to compete with the Bells they have to step up, problem is they cannot! Yes its cheaper and I live that but choose a company thay has good features andn price and CS, thats no longer Vonage. PS - Have fun trying to cancel their service.

Too little intoday market

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Vonage who made its money stealing Verizons tehnology cannot keep up. Do a feature comparison with it and other VOIP providers, its way behind. With VOIP plan pricing getting very competitive and Vonages notorious bad customer service why choose them simply because they are good at marketing. Just because they advertise the most does not mean they have the best service. I have spant hours on the phone with their customer service folks, sound quality is bad even their own CS reps hate it and applogize for the poor quality. I dropped them for verizon and never loked back and man what a positive difference in quality and customer service.

Vonage - good service and lots of savings!

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just wish i'd joined sooner. installation was super-simple. customer service has been good. and there are no hidden fees. i'm saving tons of money. international calls to Central America and the Caribbean are also cheap. i've been a member been a vonage VOIP member since Dec 2006 and only wish I had joined sooner. installation was extremely easy and customer service for the times i've called has been good. ihave no service complaints except that the phone line HAS to be connected to the modem. So now i have my cordless base phone connected to the modem but i have a corded phone in the kitchen which i can no longer use b/c the line which connects to the jack is not in reach of the modem.

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We disconnected with Vonage within the 30 day trial period. We decided to go with Sunrocket since they have more features (such as Outgoing Calling Name, and Call Blocking), and they are cheaper ($199 for 12 months, plus 3 months free). We ported our home number out from Vonage to Sunrocket about 2 weeks before the end of Vonage's 1 month trial period. Well, the porting process was not going to complete within the Vonage trial period, and we were told that we had to keep our Vonage account open until the porting process was complete. We cancelled within the trial period to avoid paying around $100 in disconnect/equipment fees to Vonage. Vonage then disconnected our home number and we thought it was gone. Well, since we started the porting process while our account was still active, the process had enough time to get going and we ended up getting our home number back after about a week of it being in never-never land (between providers). I would advise everyone not to transfer your home number to a new provider until you're sure you are going to stay with them. So far we are very happy with Sunrocket. Great voice quality, great price, great features, and I've never had a problem with their customer support.

Customer Service ???

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vonage is good

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vonage is good in qyuality

Don't do it

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Reliability was poor. I ended up using my cell phone most of the time. Customer service was generally pleasant. The only drawback is that calls are transfered to India unless it is billing related and the holding time to get to the correct department was ridicious. The reps were pleasant for the most part. Drawback, there were a few that I had a difficult time understanding due to the accent. Not to mention they the $40 cancellation fee that they don't point out if you don't cancel with 30 days of activation. The customer service rep I spoke to about the cancellation fee (American) was rude. I think I will pay a little bit more and stick to my land line until technology and service for Broadband telephone is improved.

vonage is excelent in voip

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you can use voice fairly

Closed SIP service

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Vonage advertises way too much. After I had the service for a few months, I started to realize why. Closed SIP service, no peering to other networks, high long distance charges, no SIP forwarding, limited time on $20 plan, misleading advertising "All of North America is local" (yes, because you have no local minutes!). When a company has to advertise so much to sell it's services, you have to be suspicious. Can be a great service if they opened it up and allowed the real potential of VOIP to be active. As it is, it's just phone service over my HiSpeed connection. So long, Vonage. I've moved on to real VOIP service.

NO--DO NOT GET VONAGE

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I disagree with much of what you said. I have had vonage for about a year and will get rid of it after the penality phase ends after one year. That is provided that I can actually get them to cancel the account and they do not keep charging me even after I have disconnected. 1. The price is very expensive when your home business calls do not connect and you lose customers. 2. Call quality has been poor. Calls get dropped. Static and echos on the line. Voice mail does not work. People can hear me but I cannot hear them....Problems many times a week. And oh please, do not blame it on my VoIP provider, which is fine. 3. Vonage took 3 months to port my number. I had them port my fax number because it was widely known by my customers. It took Vonage so long that ATandT closed my account and Vonage said the number could not be ported because it was not an active account. I had to reopen the account with all new Account fees with ATT just so Vonage could port it. Then half my clients could not fax me. Vonage IS the problem, not all of our fax machines. All of these machines cannot all fail and then work with other VoIP's carriers on the same day. 4. Vonage has NO tech support. You wait on the line for 30-60 minutes, the guy in India that cannot speak english, cannot or will not help you. You wait another 30 minutes for a supervisor and then they hang up on you. You e-mail Vonage and the e-mail bounces because their system is overloaded. 5. Vonage now sells your name and e-mail to spmamers when they said that they would not do this when you signed up. I still cannot figure out why I was such a fool to go with Vongae. Now I crusade against the company. I HATE VONAGE. People do stupid things.. they sign up for Vonage.

Luv it!

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I love Vonage! Vonage is making this world a better place to live.

POOR SERVICE POOR QUALITY

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This company makes me SICK. I am switching as soon as I find someone who will port my number from vonage. I am probably going to have to get an attorney involved because they wont release the number. They trap you into staying if you port your number and don't want to lose it. I am sooooo sick of Vonage. I was trying to go the cheap route but boy was I stupid. You definitely get what you pay for here. WAIT..NO actually I am gettin nothing and paying for it. NO service. disconnects all the time, can't call out, can't call in. Their server is down constantly, quaility is bad, bad bad. And the worst part is that customer service SUCKS. They have the poorest customer service I have EVER encountered in my life. Vonage should pay their customers to use their service it is so bad. If they paid me I still wouldn't want it. TERRIBLE< Anything would be better than this.

After Almost 3 Years

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As most here, I am writing this after yet ANOTHER outage where my business (law office) is dead in the water because of Vonage's unreliable service. In the past I have worked in the cmmunications field (cellular/CDMA) many years as an engineer. I am very well aware of typical uptime numbers for phone services, as this is part of what my engineering group was graded on. Simply put, Vonage is totally unacceptable as a phone service. My office has experienced several total outages within the past three months and we are now switching services. Even if their uptime numbers were good, in the past 3 years that I have had service with them the online voicemail retrieval system continually times out and gives me an error that their server is busy. I have complained three times and was gives two excuses and on the last call, was told that I was wrong, that there was nothing wrong with their system. DON'T use this service. You will end up switching. I'm taking my three lines and my toll-free number over to Verizon.

No Problems Here

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We have had vonage for alittle over a year. We have had no problems with them. We had lightning strike our house and they even sent me a new adaptor for no charge. Had to threaten to disconnect service, but never the less they did it. The only problem we have is their customer service. If you need them they will answer, after you have been waiting for 30-45 mins. When you do get someone good luck! Over all we are happy.

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Watch out - Vonage has a $39.99 cancellation fee if you terminate service within 2 years, yet they insist they do not require a contract and that you can cancel at any time. You also have to use their specific router - you can't use your own if you bought say, a Linksys on your own.

nightmare

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I had Vonage for over 2 1/2 years, I have been trying to cancel the service for 6 months. I called and cancelled, they never issued a credit and never cancelled. I found out when they again charged by credit card. I got no sympathy or money back when I finally after 30 minutes on hold got them to cancel my account which they charged me $40 to do, when the phone was not hooked up for 8 months, I don't even understand this!!!! What a rip-off disappointment. DO NOT DO IT UNLESS YOU INTEND TO KEEP THEM FOREVER AND DON'T CARE WHAT IT COSTS TO HAVE IT.

Scammers Fraud Liars Cheats

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Lets start with the fact never received $50.00 dollar rebate.. Did everything right have asked for rebate processor to send back photocopies of what I sent in to prove that I was wrong but they refuse.. Contacted VONAGE about this and they will do nothing... Takes forever to get number transfered.. They say no more than 10 days BIG LIE... They say they will credit back for the MONTHS it took to get number transfered BIG LIE... NOTE: They say you have only 30 DAYS to cancel BIG LIE.. READ there information pack it is actually 90 DAYS.... VONAGE has the same attitude as SBC/ATT NOT WORTH YOUR TIME GO TO SUNROCKET...

Customer service

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Just a thought, I have read some of the complaints. One common thing I have noticed is the poor service being blamed on overseas help, such as india. How come it seems that the companies that advertise the most are the companies that have the worst customer service. Dell computer has the highest advertising, as well as, the poorest customer service complaints. Are companies so greedy that they could care less about customer service as long as they can have more to spend on advertising. Dell and vonage both advertise a lot, yet have the worst custome service. Just a thought.

The "We Gotcha" phone service

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If you try Vonage, DO NOT port your existing number to them until you decide to stay with them. Otherwise, if you decide to transfer to another provider you will have 2 choices: 1. Keep your Vonage account active until the number transfer takes place. It is almost guarenteed that they will not release your number until after your trial period. Then if you cancel after your trial period, that's when they play their Gotcha! card. They will charge you $90 for cancel/equipment fees + any service fees. Option 2 is what we went with so these crooks wouldn't get another penny from us. We cancelled within the trial period, but then they played their other Gotcha! card and they dumped the home number that we've had for 10 years. If I had it to do again I would keep the account open until my number was transferred out, then I would cancel the service, return the equipment, and then dispute the charges on my credit card. The credit card arbitration process can drag on quite a while, and it always favors you as the card user. Gotcha!

Worst customer service

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I don't suggest Vonage to everyone since you'll have a painful experience late: 1. Number transfer, it takes about one month, you must pay old service company and vonage, so 1st month free is actually not free. 2. Regular customer support: it is very hard to reach them and get real help. Most time you'll lose the connection in several transfers. 3. Cancellation: they hesitate to cancel your service by asking a lot of questions, putting more offers and wasting your time (took me about 40 minutes, I had to cut the line without confirmation.) 4. Refund: they refuse to give you refund, even you cancel your service at day 1 of the billing cycle, you still need to pay unused full month, no matter how long you are with Vonage. I filed a complain to FCC, no solution received yet.

rip off overcharges

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We have the $24.99/month premium unlimited plan. When we first started with these scam artists the bill was #27.95/month with the extra service charges and taxes. Now it's $33.32 per month. The extra BS charges amount to 33% of the bill, listed as follows: Regulatory recovery fee......0.99 Emerg 911 cost Recovery......0.99 State communications svc tax.1.89 Local " " " " .1.62 Fed. Universal Svc Fee.......1.46 Local 911 Fee................1.25 State Telecom Infra. Maint...0.13 Total.......................$8.33! Other VOI companies do not charge all these extras, but greedy vonage does. This company is a real live predator. I'm afraid to attempt to cancel for fear they will keep billing my credit card for months after I leave, as I read they have done to others. I guess the only to get away clean is to cancel the credit card first, then cancel their sh*t for service a**!

Horrible

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I would not recommend Vonage to ANYONE! Their customer service is HORRIBLE. I had problems with my service from day 1. It would work for a week, then it would go out. I would call and spend hours (4-5 each call) trying to get it to work again. Then it would go out a week later. As it turns out, they gave my phone number out to someone else and when I would call in to get my line fixed, it would break for the other person, vice versa. I only found this out because I tried to call into my voicemail and someone answered on the other end. They did offer to give me another number, but I had it with them by this point. Vonage refused to refund any money for the service that I wasn't getting, and stated they would refund my phone purchase if I send them back. Which I did, and did not receive squat back! I tried to contact them numberous times, but after waiting on hold for hours, would get hung up on by the so called "customer service" people because they didn't know what to do. It was the worst experience I have ever had with both customer service and technical support. Go elsewhere for phone service unless you have a nack for torture and frustration.

Worst experience

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Horrible. On top of that I paid $39 for disconnecting fee.

Horrible customer service

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Originally at signup, I wanted to get a phone and fax line. The initial rep told me the cheapest way to get 2 lines was to sign up for 2 regular phone lines then after 2 months, call Vonage and have the second line converted to a dedicated fax. I was told it would be simple and painless. Haha.....after a $9.99 charge and my fax line not working for over 48 hours, I was given a temp fax number. I have no idea when I will get my original number back and they also charged me a $39.99 disconnect fee. After 43 minutes on the phone with them, they gave me a $39.99 credit, but am still fighting for my original fax number. Customer service is horrible. I wouldn't recommend this to my worst enemy.

My Experiances

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I have had Vonage for about a year now and must say, although I have no other VOIP experiance I have had an enjoyable time with Vonage. At first I found the purchase annoying, it was a lengthy process over the phone. I had to setup enhanced 911, and narrow down what I wanted. At the time I was frustrated, by a combination of my static infested cell connection and an accent barrier. When I got torwards the end of my setup with the customer service rep the cost was about 100 more than I expescted, but it all sounded legitimate, but it wasnt anticipated so it was frustrating as well. I havent had may problems with Vonage's service. a few times the network was downloading a huge amount of information and the phone cut out. It seems that any problems that have occured with the service were eaither my cable service provider's fault or my own, it seems I am never satisfied with my network configuration...heh. I dont like that they uave a $40 cancellation fee, but I agreed to it. I may try out another service in tandem to see how it works out. I cannot see any problems trying two services at the same time given that the bandwidth is large enough. Oh yeah, P.S. I will take an uninterrupted call over a clean call anytime. Crackles and pops, lags drive me nuts. Keep in mind that if little Johnny is downloading the 1977-2006 Penthouse Video Collection, or Sweet Sally is sharing her complete billboard collection 1947-2006 of MP3 music, your phone may cut out. However if the sound quality is dropped the bandwidth requirments go down as well, for a more stable connection. Just in case my roomates were downloading to much. The sound is still better than my old land line.

There is better out there

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I thought I was joining a great company revolutionizing phone service. WRONG Installation in my brand spanking new house wasnt as easy as I would have liked - disconnecting the line in the box outside wasnt as described (Im no airhead and they wouldnt or couldnt help). Every 6 wks or so (or after a bad lightning storm), I'd have to recycle the thing (turn it off, wait, turn the cable modem off, wait, turn on...) because we'd loose the dial tone. The service was average at best. I had lots of "lost packets" during my conversations (moments of dead air - they dont hear me and I dont hear them) that lasted approx 4-6 seconds. I was told that I had to move my adapter farther away from my wireless router and computer - but that didnt seem to help. When calling customer service - good luck. Calls are first sent to India. They repeat eeeeverything you say. They dont use logic when troubleshooting - mostly going through a protocol list. After they figure out they cant help you, they send the call to the US where they basically go through the same protocol again. My "free" adapter broke down in the first 8 mths. After 95 minutes of troubleshooting, I got another one sent to me - refurbished. That one broke down in 4 mths. After the 100+ PEAK TIME minutes on my cell phone troubleshooting, I was told the adapter needed to be replaced and since I was 2 wks after the 1 year warranty, I was on my own. Features are good - although no incoming call blocking. Pricing is about average. Im currently looking for a new provider. I wouldnt recommend them to ANYONE!

Thumbs up!

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I hesitated a long time, and read many reviews before taking advantage of an offer at Circuit City. I got the VTEC base station and wireless handset, plus two extra handsets, all for free after rebates. The Circuit City clerk was very knowledgable and helpful, and set up my account on site. When I got home, I plugged in my base station, waited for the flashing yellow light to go green, and I was in business!! Phone quality has been great. We did have a couple of calls that were so noisy we had to redial, but we heard the noise as it was ringing, so no big deal. And one time, voice cut out. That's what redial is for. It's been a lot better than I get on my cell phone. We now chat with relatives in Europe on a daily basis. I haven't received my first bill yet, but so far, so good after two weeks. The Vtec equipment is great, too!

Vonage sucks

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I have Vonage. I am so frustrated. It takes hours to get through to a customer service rep. When I do get throught to them, I have hard time understanding what they are saying. Saveral times they put me on hold and hung up on me. I think Vonage has the worse customer service. I think congress and BBB should look into this problem. When you ask for the customer representative name, they always give me bogus name. When you get through to a Vonage customer service rep over the phone, the guy sound like the guy earlier when he said his name is Mike. This time he says his name is Ryan. This is crazy!! Vonage sucks!!

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We've been using Vonage for over two years now. Set-up was simple and sound quality has been very good, except for a few occassions in the beginning when we noticed an echo. We added a temporary business line last year and just recently canceled it - the process was easy and seamless. I will admit it is annoying talking to someone with a heavy foreign accent, but in terms of service provided we have no complaints. Our ISP is unfortunately Comcast(only choice available). Our connection through Comcast is unreliable at times.

My 2 cents

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I had Vonage at my last residence with no real problems, and just added to new one with some problems. Coworker also has it, with no problems whatsoever. Let's start: 1. new phone number transfer had no problems - just make sure you read the line that phone service with other provider needs to be active. They will cancel the other service for you. 2. Fax service - good results. Old fax was spotty on whether it gave error reports, but the fax went through, even though it did go through. I just put up with it. No problems with new fax. 3. Network phone/expandable phone - I highly recommend. I had one before, so no problem. You CAN hook up through home wiring and use standard phones, but you need to disconnect the old feed from the telephone coming into your house. It's a simple box connection, but has juice so be careful. 4. old place cable was spotty, so never had problems as long as cable was good. New FiOS installed here, ATandT Callvantage not work with Verizon router, switch back to Vonage. Works ok (keep reading...) 5. Now the bad - tech support has always sucked, but if you push, you can get another rep and a credit for your troubles. 6. Also bad, we've been having spotty problems on audio quality lately. They say they are working on it, but WHY are they having problems? Too big for their capabilities? Hey, push again, get more credit. Just make sure you have the network availability backup set to your cell phone. 7. Careful of the "30-day money back guarantee". It is not a true 30 days, it is the next billing cycle. In the TOS, it does have 'different for retail customers'. Who isn't a retail customer? We discovered all this, of course, because of the recently crackling we encountered for about 2 hours yesterday. I spoke with Verizon about their VoiceWing, but I am too close to the 30 day window, unless I want to go without phone for a couple days, and I now find that the '30 day' with Vonage (maybe others too, so be careful) is 'billing cycle', so I have an even smaller window. Oh, and after Feb 1, 2007, you're in it for 2 years before no cancellation fee ($40). When it works, it works well. When there are some inconveniences; if you can tolerate them like I can, you can get a credit. Some people never have problems, some do. It's something you have to see for yourself.

Worst VOIP

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Im finally ditching this company theyre the absolute worst servive and reliability ,Everytime I call costumer service ( and I HAVE to call numerous times) they're in India or any other third world country which doesnt speak english !! Im done good riddins!!

So far...NO problems

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After months of deliberation I finally decided to bite the bullet and go with Vonage. I was paying anywhere from $55 to $100 per month with my traditional local and long distance carrier and finally had enough. Anyway, here's my take on Vonage so far. Equipment Vtech VTC IP81001 VoIP phone with one handset. I purchased this at a local big box store for $100. Opened the box, installed the battery in the handset, plugged it in, read the quick setup guide and began the physical setup. This was complete in less than 5 mins. Then, as directed, went online to Vonage, and opened a new account while choosing to keep my existing tel number (they assign you a virtual tel number until your number porting is complete) This part took all of 10 minutes to complete. Begining to end, I was making my first call in about 20 minutes. Now...the experience so far. Ok, so the first thing you need to do is setup voicemail. That was a piece of cake, even for my wife who is not at all tech savvy. Call Quality: So far, local calls, i.e. in-state and state to state call quality is as good or better than the plain old telephone service from my old carrier. I took the $25/month plan so I can make calls internationally to select countries including the UK and Ireland. While the voice quality is great, I have noticed a slight delay in the voice (and the person on the other end of the international call also notices it). I have made a number of calls to Ireland and the UK, many lasting well over 30 minutes and have not experienced any dropped calls, as many other people here have reported. My early analysis tells me that I may have to play around with the settings in "Bandwidth Saver" (login to your account and select >Featutes>Bandwidth Saver)to see if this may help with the voice delay any bit. I suspect not because the real issue is latency (distance + network congestion = delay) and this is probably not the fault of Vonage, but more of my local ISP. Conclusion: Like I said, from start to finish I had this setup and made my first call in under 20 mins without speaking to Vonage customer service or support. The quality is as good as my old analog POTS. I'll play around with my settings to try and address the latency issues and report back. Havent had it long enough yet to comment on the reliability but I will report back in about a month. For those thinking about switching to Vonage, the front end, i.e. the phone (dial tone etc) is pretty much the same as your existing phone. Its what happens in the background where it gets real complex. Luckily Vonage has made this simple enough that one doesnt need to know what happens in the background and for the monthly price, it cant be beat! Regards, Mister Mayor

Why Are They Allowed To Do Business

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You'd think 20/20, 60 minutes, or any number of people would be able to do a story to bring the house of Citron crashing down where it belongs. To be sure, somone would buy it up and then have the same options that Jeffrey had: Act in an honest and professional manner or not. The worst part is that I've read where people have offered to help him clean up his shop. Jeffrey clearly has decided he wants to continue his poor practices. Who the hell continues practices they know to be very, very poor? I guess he's allowed to do this until stopped. Just be careful. Read all the review and ask yourself if you'll somehow be lucky enough not to run into any problems. Forget the fact that every decsion made to sign up with any company known to deliberately choose poor behavior is your nod to encourage it everywhere. Test the waters. Sign up and then within your 30-day free trial period try and leave. Get your equipment from a local store though so you can prove it was returned. But, then please share your experiences.

Customer Service is Useless

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I attempted to resolve a problem with my Vonage service. It was reverting to my emergency number rather than going to voice mail. The service representative was unhelpful. I explained my situation and he did not directly provide and answer. I had to request to speak to someone else. I thought he hung up on me but then realised he tranfered me to another department that was not able to help me.

The worst customer service...

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I had purchased both an unlimited number and a virtual number from Vonage. Problem #1 - I was told that I could retain my number. After I signed up, I found this was not able to be done despite providing my number to them before hand. Because I already cancelled this other service, I was kinda stuck so I let the issue "go". Problem #2 - I found that I could have purchased a wireless router for my vonage service. This was never presented as an option when I signed up. I ended up purchasing a wireless router on my own but feel I have to use two devices when I could have had one. I feel the company was negligent in communicating clearly what options were. In speaking with customer service about my concern, they provided no means to rectify this. Problem #3 - I ordered a WiFi phone. To have it sent to my US address, I was instructed to cancel my Canadian account and get a US account. Apparently, there was no other way. This process took over three hours to arrange and I ended up being charged far more than the amount I was quoted. Then I found out that there were numerous problems with this change and that they failed to account for specific requests I had made. The whole process was very poorly handled. To make a long story short (and it is a very long story), after dealing with over 20 different people, sending numerous emails, and filing a complaint with the BBB, I was still over charged approximately $200. I am currently trying still to reclaim a refund for this. PLEASE, save your time and money and deal with a company with more integrity. Vonage may be good at advertising and getting customers. They do not know how to keep them. The processes involved for resolving problems are complicated and ineffective. If you sign up with them, pray you have no problems! They will not be resolved!!

Beware Vonage

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Probably the worst company offering goods or services, that I have ever dealt with in my life. i.e. offshore customer service, most cust svc reps have a problem understanding English, very long hold times, defective phone devices, constantly having to re-boot device, overcharges, and the list goes on. Buyer beware.

Number Porting

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They keep spouting how they must by law take something like 3 weeks to port a number. Along with their other lies, here are some facts about companies who do this and know what they are doing. Cell phone companies often port numbers within hours. Land phone companies usually have a 3-day processing time for a simple number port. The line isn't involved so the extra 2 days isn't a added. Yep, that would be five days total. Now, be fair and give Vonage a couple of days for processing their paperwork in their foreign countries. A bit different than what they quote. Nothing like being lied to from the start. Clearly, no organization run by a leaders in leadership positions would require this extra time. They start billing you immediately. Take about 3 weeks to get your number and then the clock quickly ticks away for any remaining part of your 'free' trial. Not sure, but there may be a class action getting started at a NJ firm (Vonage is in NJ). Ask www.nrmlaw.com if they are pursuing. And no, I haven't written them or communicated with them directly either or work for them or am affiliated with them. A class action needed to act like civilized humans? Where do these people come from?

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Good voice quality, and prompt customer service. Do not dial too fast or it will not dial correctly. The fax is VERY unreliable though. It may work perfectly some days, and then become unable to send faxes for days on end. The suggestions from customer service to improve the sending capability did not help: reducing the sending speed from G3 to G2 for example, eliminate error correction on the fax machine, increase the bandwidth to max, etc have not worked at all Summary: voice is good quality fax sucks !

Vonage Review

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I have had vonage for over a year now. I even moved and was able to take my number with me. Their tech support is great if you need assistance. Adding a toll free number is awesome also for only $4.99 a month extra. Anyone that says sound quality is poor does not realize that they can adjust the sound quality when they log into their account. If you do not set it at max then you will have poor sound quality when you are downloading or surfing the net, if you set it to max, sound quality is great. You can even download and surf the net while talking on the phone. Vonage is great! With all the long distance calls I make. I have saved well over $1000 dollars in phone bill charges. Thank you Vonage!!!

TERRIBLE COMPANY!

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DO NOT do business with Vonage. Their customer service is TERRIBLE - over an hour on hold, reps will not honor request to transfer to supervisor or someone in US, supervisors will not return call, etc. Vonage has sent me 2 defective devices and are charging me for them!!! Terrible, terrible company to deal with. I'm writing this as I'm waiting on hold (22 minutes now) to talk to a rep.

I HATE Vonage

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I tried to switch my business phones over to vonage and they jerked me around for 5 weeks before finally admitting that they could not get my numbers. Then, when I cancelled my service (which I never even used for 1 second) they charged me over $400 in cancellation fees!! I tried to call and complain.discuss the issue but they have the worst customer service I have ever encountered in my life. Good luck getting someone from the US on the phone.I don't know how they are stil in business!! I am outraged!

Don't get burned...

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I live in the middle of nowhere and have Wildblue Satellite as my high speed internet provider. (Already I see you rolling your eyes.) At any rate it was suggested by others that they were getting service with their Wildblue so I thought I would give it a try. (I have Vonage at my other home and it works fine. - Have had for 2 years.) Went to Best Buy, bought an adapter, hooked it up, tried to Activate it on their website, no go. Called tech support they tried... no go... by now a week's gone by... went on a business trip, got back tried again, we were able to get them to connect. Bad weather didn't expect it to work well... was marginal at best. Closed the lake house up for the winter didn't even think about it until I started looking at my CC statement. Here we are 6 months later, the service is atrocious on a satellite don't even go there. It won't work no matter what anyone tells you. I had them process a cancellation... Guess what 39.99 to terminate service that I have paid for 6 months with absolutely zero use. No exceptions, they don't care if it doesn't work because you have 30 days to try it without the disconnect fee. I don't recall signing up with a fee and I'm pretty sure I didn't have one when I originally signed up. Customer service was so bad and rude about the situation I've decided I don't want to do business with them anymore. I will be moving my other 2 Vonage lines and my virtual line to another provider. Their loss... customer retention doesn't seem like something they are very intrested in.

Beware Vonage !!!

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vonage features

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I'vehad Vonage for over a year now and works great. Pros: sound quality,reliability,no charge for 800 numbers or Vontage customers. Have 7 telephones and they run all,even though Vonage didn't think it would.Verizon voip says theirs can only handle one.

DON"T DO IT!!

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I feel like a caged rat. I tried the 30-day free trial with Vonage. Every single call we place or receive gets dropped after either about 2 minutes or 20 minutes. I've spoken with countless technical service reps and no one can fix the problem. When I finally got so fed up that I called to cancel service, I was hit with $96 of disconnection charges (that I was never told about but that were mentioned int he terms of service agreement). They don't care about the quality of their product or the satisfaction of their customer. It's all about the bottom line. They also didn't care that I was calling 3 days after my 30 days were up or that my so-called 30 days were really 2 weeks once we got our phone number transfer completed. This company is awful, horrible to deal with, and offers a useless, aggravating product. Please, don't put yourself through the torture I've been through, even if it'll save you $20 a month or whatever.

kll

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gjhb

worst customer service

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Worst customer service. Worse sound quality.

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One of the worst customer service ever! Poor sound quality, dropped calls. I had to cancel service because I couldn't use it. I still got charged a disconnection fee of $49.00 because I cancelled on the 2nd month of my service ---even though their service was poor.

Chokes when i need it the most

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I never take customer call on my VOIP, because when i have to talk to my customers, the line chokes and the poeple on the other side cannot hear me. So it is unreliable for my business work. Voice quality is also bad most of the tiem when i call international. But if i call international using a calling card the voice quality is really good.. .

Quality is outstanding!

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I've posted to this forum before and stated that the quality of a customers ISP is directly proportional to the quality of the VoIP. Meaning, if you have a poor internet service provider the odds are you will have a poor VoIP experience regardless of the VoIP company you choose to do business with. Considering the amount of customers that Vonage has and the relatively small number of complaints I've seen on this forum I'd say they are doing a faily good job. That said, I firmly believe those people that are having such difficulty making the service work for them need to understand completely how VoIP works and then make an honest stab at troubleshooting to the root of the problem. The number of computers actively running in one's home at the same time, incompatability of equipment, poor internet service, too slow of an internet service, incorrectly configured routers, equipment mismatch etc, can all lead to a negative experience. I've said before, I have had Vonage for well over a year and it works flawlessly. That said, I take the time to understand how it works and what will slow it down or bring it down. If you have cable service and you're on the last leg of a busy circuit then you will most likely experience issues with quality and dropped calls. If you do experience difficulty try running one of the many broadband speed tests available on the internet. Run it several time from several different locations and at different times of the day. Keep a mental record of the average speed, both up and down. From this point you can determine if your ISP can truly support what you are trying to do. You can also take you telephone adaptor to a friends house and see if the quality of the call is better. If it is, I'd suspect their internet connection is more stable than yours. Relying soley on Vonage customer support is most likely a fatal error. They have outsourced and you'll probably be disappointed in what you get. The good news is, you really don't need customer support unless something just flat out doesn't work. Lastly, VoIP is an emerging technology. While it has been around for some time it still is in the process of maturing. Over time as networks upgrade to fiber, more advanced digital swithes and increase network capacity I think you'll find a better experience. Take the time to learn what you are doing --

Not A Problem

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I have NEVER had a problem with Vonage. Any problems I have had have been related to my cable provider. My Equipment arrived within 2 days and was idiot proof to set up. Within 45 minutes I had the router and phones hooked up, my voice mail set and had called most of my family and friends. There is a way around the single phone on the router also. You don't have to pay for an extra line. Attatch a splitter to the phone base NOT the router to get two phones. Anyways.... I also LOVE LOVE LOVE the virtual number. My fiance and his family are all in the south western US and I have a number they can call that is local to them that rings at my house. The ONLY issue I have with my line is that they do not have a local number for my area. Again thats not Vonage's fault as my area hasn't stepped into the 21st century and upgraded their fibre optic lines. However seeing as I can call anywhere in most of the globe for the one low price... WHO CARES!!

Would NEVER RECOMMEND

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I've had Vonage for 6 months and absolutely hate it. Good luck getting anyone on the phone to help. The customer service line actually says "Nobody is available to take your call... Click" What the F#$%^? The calls are dropped constantly, and good luck getting ANY answers at all. Save yourself the money and go with something more reliable.

Vonage Bondage

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I'm mixed about this service. Sometimes it works great without a flaw and then bang, boom....the reception is LOUSY. I make a living on the internet and I rely on VOIP to connect with my clients! It looks really bad that once the conversation gets going the signal drops out and I lose connection. It has happened numerous times, that I finally went out and a bought a "chatterbox" that works on SKYPE and I've heard a Big difference! I've resorted to rarely using the vonage service and I pay the minumum in monthly fees. I dropped the Xpro, returned the unopened package of the VPhone but I still use the UTCom Star Phone. I wouldn't buy stock in this company! As for customer service, ask to be connected to NJ. The guys in India do not know what they are doing! Breaking free of B(Vonage)-ondage! MB

The worst company

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I tried vonage. It lasted 2 hours when I realized how incompetent they are. As a business, they are still holding my service hostage. I have not had a phone for 3 days. They are refusing to send it back to Qwest. 12 Hours of trying to figure this out with them is futile.

Worth It...

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Have had Vonage for about 6 months now, and it's great. Pros: Call quality is excellent, features are great, price is right Cons: Would like to have anonymous call rejection, but that's a minor. Conclusion: I would definately recommend Vonage!

Great product

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Great service, great product, absolutely no complaint! But I wish I waited till this week to sign up because you can get free vonage cordless and handsets with sign up at Best Buy.

Very disappointed

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We have had Vonage for about 6 months now. The sound quality is dreadful - crackly, constant hiss in between in coming/outgoing voice traffic, a very noticable delay in my voice reaching the person I am speaking to - and this is after the technician "improved" the settings at his end for us! We'll be moving to "Talk Talk" very shortly, but if our experience is typical - Buyer Beware!

Horrible Service, cancelling within 30 days

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A HORRIBLE Experience. I spent at least 5 hours on the phone with people who although extremely formal, did absolutely nothing to help me. I signed-up for a business account with 2 lines. I currently have (had???) 2 lines one is a fax. At the end of the ordering process, I was expecting for the service to ask me for my second number ... my fax line. Id did not. Within 5 minutes of placing my order, I realized that this could be problemmatic. I called vonage to try to head off the problem. I called them over three weeks and continuously got different "I'm sure" answers from different agents. For example, some told me that I could not talk with them beacuse my name was not listed on the account, others never even mentioned it. Some reps seemed to believe that their job was to engage me, but not to do ANYTHING for me. At one point, Vonage told me that Verizon (my previous carrier) had a different address for the number I was attempting to transfer ... the even gave me the address. It was an unknown street in the next town. They told me that Verizon has that address listed and that's why I would not be able to transfer the line and that I had to call Verizon. I called Verizon and they said that the "service address" was the correct one and not the one in another town. I went around this type of "one hand not knowing what the other is doing" at least 4-5 times At one point they were suggesting that I pay for an additional line ($8.00) (The businee account comes with 2 ) so that I can accomodate their limitations and maintain my previous fax line (our numbers are 2 in sequence). At another point, they suggested that I merely use their assigned number (And reprint my letterhead etc Cost to me ... $500) This and many other type of problems have made me draw a conclusion that I need to switch to someone else. My big concern here is that I'm now going to get nailed by switching back to Verizon or another carrier and bein CHARGED for trying to move to Vonage in the first place. Boy do I feel stupid. I value my time as much as the cost savings. If you do too, I recommend staying extremely clear of Vonage. I called about 15 different times, and spent at least 5 hours on the phone with helpless non-native-english speaking reps who in the end, did nothing for me. If I end up being charged to leave them, I am even considering small claims court for compensation ... (I live close so could do it) Boo Vonage. Your customer service is the worst I've seen in any business in 10 years. They deserve to go under.

bul - shit

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They Change no settings its crap.

Don't make the same mistake

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We tried vonage for 8 months. The voice quality was poor at best. I was almost embarrassed by having to speak up or repeat myself (it seemed like I had bad cell reception). We tried to fix it with their tech guys who adjusted our settings. No change. Losing phone function with the least little storm that affected cable grew concerning since cell towers were also often busy at such times. The kicker though was we had a home security system that ran through vonage's modem. It worked fine for 5 months, then vonage made a change in their system that kept our security system from notifying the police. They failed to notify us, which meant we went 5 months assuming our security system worked. All of these headaches made us dump vonage (beware the disconnection charge -- argh!) for bellsouth. More expensive but actually usable when you need service.

very poor customer service

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I had vonage for more than a year as a 4th phone in my office. It was used sparingly and operated without issue. After getting Verizon's FiOs (great product btw), I decided to port my home phone from Verizon to Vonage. WHAT A MISTAKE!! That was two weeks ago. Verizon handed the number off to a "third party" on the agreed upon date. I have called Vonage with the service ID and work order # of the transfer. They continue to offer a variety of excuses, but no solution and only "that number is not in service" greets our friends. Given their recent debacle in the IPO market, one would think Vonage would be working hard to shore up its product. No amount of marketing cash and flash can overcome fundamental weakness. The seemless transfer of customers' service is a critical mission that they haven't mastered, but must to remain a going concern.

Truly a company for the Bush era!

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A deadly combination of beta technology and on-the-cheap customer service. I won't bother to recount the weeks of technical problems I had with their routers. Evidently you can smoke them just by attempting to set up something as pedestrian as port-forwarding! Their customer service epitomizes the worst of the current trend toward outsourcing. Not only are their "customer care" representatives all from India, they don't speak English well enough to interface with an American clientele and they don't know *squat* about technology. Their pre-written scripts say "reboot", so that's what they tell you for every tech problem you encounter. I only got put in touch with someone from their "VIP" customer service department in New Jersey after threatening to cancel, and he isn't reachable by phone 2/3 of the time. The service works somewhat passably for now (sound quality is a bit like a small-town phone company even with the Motorola router) but all in all, I'd say that Vonage is a sterling example of how utilities are going to be run in the post-regulation era. Not surprised that Vonage pulled an AOL on a lot of people (charging their credit cards even after cancellation). I can see there's going to be trouble if I do cancel.

CEO Should Be In Prison

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I had to cancel my credit card after having canceled several times by phone and following up each time with an email. Been 9 months now and they still bill and send emails. I reply back to most advising how illegal dunning is, well, illegal. Pretty simple stuff. If money not owed, no dunning allowed. These are not accidents. These events just didn't happen. The people in leadership positions deliberately chose to do adopt and embrace these practices and continue using them. Your not likely to find a leader at Vonage. One of the companies who is part of the production of their commercials also knows what their practices are and supports them. I even emailed the CEO and no response. What a coward. The front-line employees aren't much better, but people sometimes need to prostitute themselves to feed a family. At the end of the day when all is said and done, would a company who had a good product actually have to resort to this? Great for the people who haven't had problems with their service and choose to believe everybody is telling lies about Vonage. Of course, people also pretend things like the holocaust and incest aren't true either. To turn your back is to support the bad behavior. Well done. Teach your children well. Now watch all the Vonage creeps defend their God.

won't let you go

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I had to chucle reading the persons nightmare w/ vonage by vonage not letting him go...Mine goes a step further...I went for 3 months without any inbound calls!! Vonage ran me around for 3 months telling me it was the cable company,etc...I was forced to go back to my verizon land line and tried callingit took a week to get through)I finally found a secret email address and cancelled. They continued to bill me for 8 months afterward !!! Please believe me when I say this. SOMEBODY FROM THIS COMPANY NEEDS TO GO TO PRISON !!

I AM IMPRESSED

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Their service is very organized. It's been about several months since I signed up and I even remember getting a confirmation call the day the number transferred. And here are some of the features that I LOVE that probably beats all the other voip proviers: the new V ACCESS-- long distance family and friends can call our number for local fee anytime from anywhere and if I happen to go away, I can call home from anywhere with no long distance charge using the access number. PORTABILITY-- when I go visit my relative abroad, I can connect my router to the internet there and call back home and friends as if I am making a local call because the number stays with me. This is a BIG PLUS. Try doing this with wireless!! and a chance to save even more-- they are doing refer a friend and get 2 months free promotion right now. I have a list of friends I want to start referring. All this for $14.99 a month?! The company did great service by making this available to EVERYBODY. A lot of guts to go against major phone companies from sucking $50 each month.

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I never got to use this service. Vonage sent my VOIP router to some business in Wisconsin and their's to me (the router # was off by one letter). I spent literally hours over 5 days on a neighbor's phone with customer service to fix the problem. There customer service is outsourced to India and for the most part the agents had difficulty understanding what I was saying. Each time I called I had to identify the problem over again as there was never a ticket kept despite my requesting this. Each time I identified the problem, I was eventually told only a "level 3" tech could fix the problem and each time, believe it or not, they did not have the ability to transfer my call to this level of technician. I eventually got a full refund, but had no phone service for 2 weeks over the Christmas holidays. I have regular Verizon service now, but to this day I cannot receive calls from other Vonage customers to my number! I strongly recommend caution with this company. Their customer service/technical support is the worst I have EVER experienced. If you never have any technical difficulties with this company, then I am sure it is a great deal.

Great Service

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I have Vonage for 12 months with Verizon FIos as my ISP. The FIOS service has been extermely reialable and my bandwith seldom wavers like unlike my previous ISP providor using a cable modem. Initially Vonage sent me a free router from "CICSO" the router dropped calls and I often found my phone with no dialtone and would need to power cycle my Cisco router. Customer service sent me a new router made my Motorola and my trouble went away. My suggestion is if you are going to use vonage "make sure you have reliable ISP and your Voip router is made my Motorola. Service and Features are excellent. I live in Bradenton, Florida (East County). One down side is that I am no longer listed in any 411 information database, So people that live in the area may have a hard time finding you on the fly. I hope Vonage looks to address this in the future. Mike

Poor service

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I am having great difficult understanding and bring understood. ;I was given avirtual nummmber. I am unable to connect it and they are unable to tell me how to conned the number. I am so confused by the time I get off the telephone with customer service. At this point I have spent 80.00 to get the equipment installed and cannot be told if I am on vonage or on belsouth. My savings for the service has been eatten for the year. I am damed if I do and Damed if UI do not. The purpose was to save money out of our retirement income but that ha not taken place yet. I can see that I have spent more than it is worth.

vontage

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I used Longo for about a year with mixed results. I would have to reboot their box about once a week and often got an echo on the lines, especially on local calls. Some tech told me voip works better over longer distances. I swiched to Vontage about six months ago and the service is great. Never went down on me once.

What's the problem?

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These reviews seem very suspicious to me. I've had Vonage for over a year with absolutely no issues whatsoever. Dropped calls, no! Poor voice quality, no! No dial tone, no! From the reviews I can gather the underlying theme as poor internet service. One of the most important aspects of VoIP is that your internet connection must be stable. If you have marginal internet service you will have marginal voice quality. Also, there is a protocal on how and where you hook the telephone adaptor. While it does not have to be connected directly to the modem (I have mine off a wireless router) it is important that devices in line with the adaptor are compatible. Meaning, if you have a Linksys router and a D-Link phone device you may have compatibility issues. It's no secret that Linksys does not like equipment other than Linksys. Additionally, if you have multiple computers running at the same time i.e. kids gaming and chatting, mom and dad surfing videos then you will most likely suffer connection issues with your VoIP. There are devices out there that will prioritize your outgoing traffic that give "priority" to VoIP while putting the random surfing packets on the back burner, so to speak. I highly suggest everyone with issues to purchase one of these. Look for something called a "network optimizer". You should notice an immediate improvement. As for billing, I've been charged the same amount from Vonage since I signed up. I even got a setup for my son in Europe -- works like a champ! Bottom line -- take the time to educate yourself on VoIP in general and then work backwards to isolate the real issue.

I signed upo with voynage a month ago, i wired my house for it, hooked up my belkin wireless router, its great,.i would recomend

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Horrific Customer service

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The entire Vonage experience has been a nightmare! I never even recieved the adapter. I signed up for the service on a Wednesday and was promised set up by Friday. The customer service operator keyed in my address incorrectly, okay, an honest mistake. They fixed the address for the billing but told me I would have to call DHL (shipping courier) myself and have them change the ship to address or else I wouldn't get my package. They would not even correct their own mistake! I called the DHL number they provided me and had the address changed, only to find out it had been shipped and sent to the wrong address. Later I called Vonage and they said it was DHL's responsibility. For a week I called both companies to try to get my phone set up. When I had lost all patience, I called Vonage to cancel. I was filtered through 3 different customer service levels before I was able to cancel, the last time I was on hold was 20 minutes.Vonage finally cancelled my order, stating it was "lost" and I did not get a refund of my money for weeks (2 billing cycles).

I LIKE IT

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I have not experienced such an EFFICIENT and CUSTOMER ORIENTED service in years. It's almost as if I haven't made any changes except my bill is lower by half. I like the sleek little adapter that I got for free. It came with a stand and fits snuggly on my small PC table. I was worried about the number transfer process, but as soon as I got the package I received and email notifying me exactly when the transfer would take place. Talk about SMOOTH SAILING.

Great

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Have had the service for 4 months and it is great. Yes the tech support and customer service is a bit crappy. But so my cellular company Sprint. As long as it works like it has I have no reason to call them up for any support. I can check all billing and changes all of my features online. Try to do that with a local telephone company. It just makes good sense.

vonage sux

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There customer service is a joke. After a few months my modem/router smoked, literally! I called Vonage and they told me in a round about way to pound sand and they would not give me a new router. I was in a bind with no phone and bought one from best buy for 100 bucks give or take. A couple months later they denied my rebate on the modem. I had it, and transferred my number to Sunrocket. I called Vonage to stop service and listened to this guy try and convince me to come back to vonage for 1/2 hour. I told him that all the stuff they were offering me (new modem) was a little late. I told him i am done listening to his begging and told him to stop billing me because i am done with them o they can send me the bill for the early cancellation fee and i would pay it. Well, the next month i still get billed for service! Now keep in mind that my number was already transferrred to sunrocket. I call up again and listen to the same painful 1/2 hour of Sunrocket bashing and begging and tell him once again that no way will i come back and i am not happy that i still am getting charged for thier service . Next month guess what, another months service billed! Now i am pissed. I call up and they say that i never told them that i wanted to cancel service with them. I asked them this: Listen, my number was transferred to sunrocket 2 months ago, and you have on record i called you the last 2 months to customer service. Tell me this.... without a working phone number with vonage (because i transferred it to sunrocket months ago) what other reason would i have to be calling you? It sure isnt about a bad static noise! Well, guess what, they are sicking a collection agent on me for service that they never provided to me. I will sue them for slander and harassment if they continue. Beware of Vonage, they are desperate for customers so bad that they will refuse to let you leave them.

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We were with Vonage Canada for 28 days and had nothing but heartache. We called them numerous times, we were told they would try to correct the situation, but nothing came out of it. On the 25thd day of their service, I told them we would like to change to another provider, they transferred me, put me on hold, asked me to call back again...and it went on for three days when finally I got a return authorization number from them. When I questioned them ahout the statement on their web page: "Our no-hassle Money Back Guarantee policy guarantees your satisfaction. If for any reason you wish to cancel service within 30 days of activation, we'll refund your money with no questions asked". Even though we cancelled our service within 30 day of activation we were still charged $ 49.99 disconnection fee. I talked to one of their customer care managers (Jeff- who refused to give his ID number). He advised me I should have read the small print in the contract, I was responsible to pay the disconnection fee....In addition, to add install to injury, we wished to transfer (port) our telephone number to the new provider. However, the transfer was not going to be completed within 30 days from the activation, Vonage would not agreed to have our telephone number ported unless we paid them $150 dollars plus taxes for their equipment. Finally, after 3 days of calling and spending hours and hours on the phone with customer service representatives and their managers, I requested to have our line disconnected immediately and to live with the fact that we lost our old telephone number. TO make the long story short, if you wish to have a hassle free telephone service AVOD VONAGE CANADA with a 100 feet pole !!!

I am very satisfied!!

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I signed up for the service on Sat 1/13 online and got my package on Tue 1/16. The manual was very easy to understand and it took me about 10 minutes even less to set up the whole thing. I got the dial tone, called my sister who lives in another state and I am all set to save tons of money each month!! No more $50(including the hidden charges) for landline phones!!I called the number inside the manual because I had a question and I was connected to a very polite native speaker rather than a non native speaker I was connected when signing up. Befor I signed up, I was a little concerned that I would get connected to a foreign speaker if I ever ran into some type of technical problem but I was relieved to know that they have native speakers for technical support numbers. So far, I am very pleased, the transition has been very smooth and I would reccommend Vonage to anyone considering voip!! Go Vonage!!!

MULTI-LINE USERS: Beware of "money-back" guarantee!!!

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If you are considering using Vonage for your business or any other situation that requires multiple-lines understand that the "money-back guarantee" ONLY applies to the primary line and "promotional lines". If you establish additional lines those lines will always have a $39.99 disconnect fee. This is disclosed in the terms of service, but may not be mentioned by the representative that is motivated to acquire new accounts. I do not treat my clients this way and companies that place their clients interests first don't either. My suggestion is to look for a company that relies solely on their performance to retain customers and not cleverly disclosed "hooks".

My unbiased opinion

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I have had vonage for two years now. I had many of my friends switch to that service as well. I saved ton of money on it. If you have a high speed internet, the service would work and you will save significant amount of money. Test your connection speed before you switch to Vonage to make sure that you have the 90K upload speed they require. I love the call forwarding feature and the ability to take my phone with me whenever I travel overseas.

I have Vonage

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I do bleive I have ever used a company that I hated--but now I have--its VONAGE. I am stuck with them for a year to avoid the $39.95 disconnect charge for each line. I know I will have to cancel my credit card because Vonage will keep charging me evan after I have their service disconnected.

Customer service

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Any changes or problems expect long waits then to get jerked around. Poor customer service.

Lovin It

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I have been using Vonage for about two years now and I have had absolutely no problems. I have more features than what I had with my local phone service but I save over $20 a month. The voice quality is excellent. Voip is contingent on your internet connection. I am fortunate that my cable provider gives me a fast connection as opposed to some of the DSL customers who only get moderate connection speeds at best. The only negative thing I have to say is that the price has gradually risen over time. With the hidden charges it is about $30 a month now as opposed to the $25 a month it started out to be.

Interoperabliity Issues

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