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MARY ELLEN HARDEN-MCKEE from stone mtn ga gave an Overall Rating of:
Reviewed on: 13 August 2008

The service stinks,I never used the service after finding out that I would have to connect it myself.I called to cancel the service in April and I am still being billed! I have attempted to cancel reps' do not speak english It is like dealing with the 3 stooges.All I want is the billing to stop and my money refunded

Jeremy from New York, NY gave an Overall Rating of:
Reviewed on: 01 August 2008

My fiance had Vonage for a few years but when we moved and tried to port it over it was a nightmare. After spending hours on my cell phone troubleshooting (costing me a lot of money) they sent us a new router which was more of the same fun. Oh by the way they charge you $11 for this luxury which we're disputing. Plus their customer service is AWFUL, no wonder the company is in the toilet, is where they belong.

Doug W from Dallas gave an Overall Rating of:
Reviewed on: 09 June 2008

We bought Vontage because we move a lot. customer service has always been bad. It's amazing that the worst connection I get is usally when I talk to customer service. The router they provided has failed multiple times and there only response is to reboot it. Which is a pain because I have to shut down the entire network in my house. We paid for 6 months and once we decided to cancel the service they will not give us any money back. So we left it on with Auto forward to our new verizon phone. That worked OK but then they wanted to charge us for another year. They now say that we owe them $300 becuase we disconnected one day after our last payment ran out. The $300 is for now until 2009. They also don't give yo a way to remove you credit card informaiton from your account. Once they have it they will charge you. So call your bank.

Sonja Brisco from Raleigh, NC gave an Overall Rating of:
Reviewed on: 06 June 2008

I won't go into a lot of detail here, but the service really is horrible all the way around. My voice line was mostly good, but occasionally poor. My fax line was never functional....I spent hours on the phone with them trying to resolve the problem....even upgraded my internet service at additional cost....it never worked. Yet, they still wouldn't waive the disconnect fee. Tech support is overseas, and the reps do not speak good English. Customer service is poor. It's no wonder they "lock" you in after 30 days; otherwise, they'd be out of business.

Brad H. from Nagoya / Vancouver gave an Overall Rating of:
Reviewed on: 13 February 2008

I bought a V-Phone to keep in touch while I am overseas. I wanted my mother to be able to call and leave a VM on a Canadian number. This has NEVER worked. No one has ever been able to call my number and get me or VM.

The dolt who took my order when I signed up forgot to write in my apartment number in spite of the fact I told him three times while he read back the information to me. When I called to find out where the phone was, the woman who answered the phone told me to call Canada Post. I suggested that since it was her company's mistake, she should do that. She deliberately lied to me and told me that it was being delivered. When I called to complain, the next dolt apologized for the misunderstanding. Next, the V-Phone didn't work, but I got a very competent techie right away, and I knocked her off the script and we solved the problem in about 10 minutes. They had de-activated the new phone because I had returned the old phone (actually not deliverable because dolt #1 didn't have the full address...). OK. Next, I tried to port my number. I was told that this would take a minimum of 10 working days. So, about a week from my departure date I asked for the number to be ported so that I could use my phone until I left, and then my V-phone in Japan. Two days later I had no phone and subsequently no internet connection.

I called for a manager and was given the runaround several times. By this time I blew my top, and ended up unloading on one poor SOB that insisted on trying to help me.

I am considering litigating when I get back to Canada for half the fees I have paid since I could call out satisfactorily, but never could receive calls or voicemail.

If you want to consider VOiP, and are thinking of Vonage, don't do it!

Bob from Winter Haven, FL gave an Overall Rating of:
Reviewed on: 14 January 2008

Have had Vonage for well over 2 years. I have several Virtual Phone Numbers. Overall quality of Vonage is good. Customer service is truly hit or miss.
I had a PAP2 go bad and it was replaced by vonage after 2 hours on the phone and 3 customer service reps. 2 reps were overseas the 3rd was in NJ.
The overseas reps strictly follow a scrip and don't deviate I'm not an IT novice, but they do not make it easy. Each time they couldn't resolve the issue I asked to be forward to a manager. You really must request it. The first tech said I've done everything I can do. (Issue not resolved). Pause.... I said OK... Let me speak to a manager. Rep 2 came on. Looked up the problem. Did more trouble shooting. Stated the box worked. (Not at full capability). I was not happy with that. Requested to speak to manager.
On to Rep 3. Rep 3 was based in NJ. I could clearly understand him. Normand was very helpful, worked the script for about 2 minutes. Then realized I knew what I was doing. Explained the situation. Realized the PAP2 auto sensing port had gone bad (10M/Half vice 100M/Full). He send me out a replacement for the PAP2 a D-Link VTA.

Worked as advertised.

Lessons learned. If your having a problem stick with it. It will go high enough to resolve it. Keep asking for a manager. If your request isn't unreasonable It will get resolved. If your lucky enough to get NJ Call center on the first try breath easier.

Linda from Hartford, CT gave an Overall Rating of:
Reviewed on: 17 October 2007

Good price, sketchy service, horrendous customer service. I switched to another provider many months ago. Unlike most services, Vonage required me to call myself to cancel the service even after I authorized the switch with the new company. I tried to reach them for months. Everytime I called I'd get a message declaring a 5 minute wait. 45 minutes later, I'd give up. In the interim, they billed me for service I was not using. I finally got a human being on the phone. They only reimbursed me for 2 months, then kept prolonging the call by offering me free service if I'd continue with them. I had to raise my voice to finally get her to stop.

By the way, now when friends with Vonage try to call me, they get a message saying that my phone number is no longer in service. Pretty creepy maneuver.

As for John from where-ever who says that those of us with negative stories are lying, I'm glad you've had such a geat experience -- and I bet you work for Vonage.

Gary from Upstate New York gave an Overall Rating of:
Reviewed on: 26 September 2007

Admittedly the Vonage phone service is great but if anything ever goes wrong you will understand, without a doubt, what those customers who have had to deal with customer service are speaking about. They are at best inept and at worst criminally negligent.

I saw where one reviewer claims that he couldn't understand why anyone would "lie on Vonage customer service", well let me assure you sir, it's no lie.

Their customer service is as bad as you have heard and I'm willing to bet if you ever have a serious need for customer service you will find yourself without recourse just like the rest of us, although I have serious doubts about whether or not you are a real customer.

Ron from Indiana gave an Overall Rating of:
Reviewed on: 04 August 2007

Vonage was good for the first 2 years but when my router from them started to go haywire it went downhill FAST.
Customer service reps are all over you may get someone who speaks english you may not.
I spent hours on my cell phone with them and Ultimately everytime I ended up getting it back and running after they gave up and told me to buy another Vonage router.
When I did cancel ny account finally they ahve tried to stick me with and additional $30 charge saying I didn't call them and cancel. Yet their terms state you can't port your number until you have disconnected properly and are current in billing. this has been going on for over a month. I would rather use two tin cans and string before I went back to vonage.

john from in gave an Overall Rating of:
Reviewed on: 06 June 2007

I was a bit skeptical after reading some reviews but decided to try iVonage for myself. I called their customer service and got through after a minute on hold. I asked her where she was located and she said New Jersey. (She spoke perfect English!) After realizing the rumors about their customer service being bad and offshore were fabricated, (lies), I decided to try the service. I now call unlimeted all over the US with great soud quality, and three way calls. I aldo use voicemail, call forwarding, the redial feathur if a line is busy. (it calls me back when they are in. I plugged the modem into my phone jack and use my wall jacks same as i did before. (I have 5 phnes all on the same line.) I'm sold on Vonage, and cant understand why people would lie about their customer service. Im guessing that they never even tried Vonage!

george from massachusetts gave an Overall Rating of:
Reviewed on: 06 June 2007

Very pleased with Vonage. The sound quality, connection, online tools, features, price, and customer serice are all superior!

Mary from Ohio gave an Overall Rating of:
Reviewed on: 20 May 2007

I feel like I got ripped off. I got everything hooked up and running, seemed ok. But I made a test call to my friend and mother, calls were laggy, the sound dropped a lot, and sound was usually garbled. Then the router started dropping. It simply would not stay connected, and after hours of tech support to some foreign people who barely spoke enough English to get by, we got nowhere. Some people have suggested a bad router, but as far as I'm concerned it was too much trouble and the service wasn't great enough to warrant keeping it. I cancelled the next day, and a tidbit people should know, they charge you a 30-40 dollar (can't remember exact amount) cancellation fee which is refunded when you send the merchandise back at YOUR expense. This company needs help.

RunningHoove from Portland gave an Overall Rating of:
Reviewed on: 21 April 2007

Has serious flaws for both conference calling and 3-way calling. When you connect the 3rd person into the 3-way, it usually take 20-30 seconds of asking if the person can hear me before they finally respond audibly. This is an unacceptable issue with Vonage that they cannot (or will not) fix, even after many hours of waiting on hold or talking to their outsourced call centers in India whose reps try futilely to translate highly detailed instructions in pure broken-English.

Anyway, you need to see who's out there besides Vonage. While Vonage's market penetration is huge, its based on a 100+ million annual advertising budget that leaves little spare change for improvement on its equipment infrastructure and little room for satisfying its existing customer base over the long run because they're so busy signing up new people, then casting them aside for the remaining cash-cow-customers they're still targeting.

Andrea from New York gave an Overall Rating of:
Reviewed on: 23 December 2006

Vonage are terrible! They offer poor sound quality and consistant disconnects.

When I called to cancel my Vonage account they did cancel it on the spot, however, they didn't reemburse me for the rest of the month that I paid for. What could I do? Nothing.

Don't use Vonage.

Andrew from Miami gave an Overall Rating of:
Reviewed on: 18 October 2006

Call quality is better than my cell, so I can't complain.

Vonage is a pretty good deal. Cheap calls and the ability to use upto 500 mins for a low monthly cost is all I really need. 3/5 I'd say.

Tim from San Diego gave an Overall Rating of:
Reviewed on: 12 October 2006

I've replaced my normal phone line with Vonage because I can combine Vonage with my home computer network and place the handsets anywhere in the house without limitations as well as using my Vonage account on my laptop (as a softphone) whenever I travel and I keep the ONE small phone number!

Oh, I also forgot Vonage allow you to choose the area code you would like so you can live in California and have a trendy Manhattan phone number!

Sharon from Ohio gave an Overall Rating of:
Reviewed on: 10 October 2006

Call quality is very good on most occassions. Calls can suffer from static or echoes but thankfully this is rare. There is no difference in call quality between long distance and international calls.

Overall I recommend Vonage to anyone looking for a second home phone or for people who make alot of overseas phone calls.

Paul Roos from Chicago gave an Overall Rating of:
Reviewed on: 30 September 2006

Terrific value for money. Massive savings versus the competition. I have cut my long distance phone bills in half!

Graham from Mairford gave an Overall Rating of:
Reviewed on: 28 August 2006

Vonage is pretty cheap. Though, there customer service is pretty bad. They make you wait a long time.

Henry K from San Diego gave an Overall Rating of:
Reviewed on: 19 August 2006

I just got the Vonage V-phone and I can plug it into any computer connected to a high-speed internet connection and make/receive calls all at a low cost rate.

The perfect solution for those travellers out there like me!