Comments on: Vonage

By: Vance

Vance — Fri, 22 May 2009 12:00:00 +0000

There are many choices for VoIP service, don’t settle for the worst by using Vonage. Here is my experience: 1. Poor quality. During the first 3 weeks, I had problems that couldn’t dial out when I needed to make calls. You hear a dial tone, but after entering the number the line goes silent. At the same time, people called my number heard a recorded message “the number you dial is no longer in service, please hang up…” I contacted their tech support. They told me that my 2-line phone is not compatible with their service and wanted me to replace my phone first before further support. Does this sound logically to you? 2. Vonage bills the service charge starting on the date you sign up an account, not the date their service is available. It takes a week or more for their equipment (telephone adapter) to arrive and for you to install it properly. During this time, you pay them for no services. 3. The 30-day money-back guarantee starts on the date your account is established, not the date you start using their services. Vonage even listed a phone sex service number on their policy website when I tried to contact them to cancel the service. I got burned by this and they charged me $119.98 for early termination plus one month of service that I didn’t use. 4. I made a formal complaint and billing dispute by writing them a letter. It took them over 7 weeks to respond my complaint. Hopefully you won’t come to this. But is this the kind of customer service you want for your phone service? I had years of good experience with AT&T CallVantage before switched to Vonage (AT&T discontinued their residential VoIP service recently). Then I paid Vonage over hundred dollars and hours of my time on writing letters and on the phone for humiliation and no phone services. My mistake was blind by their commercial without doing research and comparison. I hope that you can learn from my experience and shop for a better VoIP service provider for your need.

By: Le

Le — Fri, 15 May 2009 12:00:00 +0000

Vonage has bad products, bad service support, and bad reputation. Vonage did not stand behind their products. Hope I am the only one that had bad experienced with Vonage. 1. Call dropped or distorted when you online and with phone call at the same time. Even without online. 2. Unit keep disconnected from the router or switch too frequently to try update with Vonage Server. My other devices have no problem with the router or switcher. 3. Lost connection. No Phone service too frequently. Have to disconnected power and plug back in to the unit TOO MUCH. 4. Bad customer service support. 5. BEWARE of the device CHARGE of $70 (Even you have purchased out right from Vonage) on RECOVERY FEE with $39.99 Penalty fee, total around $110, if you not meet 2 years. 6. BEWARE not to switch over to different service (From one Vonage account to other Vonage account) within 2 years or you will have to pay PENALTY of $39.99 as well. I got charged to switch over from Home to Business. 7. Good luck.

By: Damonique

Damonique — Thu, 29 Jan 2009 12:00:00 +0000

I have to give my input because Vonage is getting slammed! I have used them since they started (03/04?). I have had minimal problems with them, and customer service has been decent to absolutely exceptional! (from being on hold for a while to get someone with a thick accent and give basic support to getting someone quickly -friendly, who speaks English and goes above and beyond). I have a line at home and at my business. I had some clarity issues a couple of times. The first after troubleshooting on a couple of occasions, the issues were resolved. Another time they sent me an upgraded adapter (free) which resolved the problem. Overall, I would recommend because the service/packages/features are great.

By: Walter

Walter — Sat, 13 Dec 2008 12:00:00 +0000

All good things come to an end. I was a Vonage customer for well over 2 years now. I have never had a problem that required me to call them, so i am unable to give any info on their customer service. near perfect service from home on a 3 meg cable connection, and pretty good service from the 760k dsl connection at my mothers house. Today (12/12/08) after reading an e-mail from vonage, I called to confirm that they did change the price for the 500 minuet plan from 14.95 to 17.95. Even though was ok with 14.95 for the amount of time I use the extra line, I have never been happy with the tax’s and other fees that raised my bill by more that $5. I think 25% for “other” fees was out of hand. I may even have put up with the $3 increase, until the rep I had spoken to tried to convince me that i was contacted earlier about the price change. So for me, even though i was happy with Vonage, its off to another provider

By: Deb

Deb — Tue, 25 Nov 2008 12:00:00 +0000

**READ THIS REVIEW** I can only tell you that you had better read the fine print on your contract before you sign up. This company is full of people that are extremly difficult to understand and have very, very thick accents. They speak slow, because they have to think of every word they are saying and it taks 10 times as long as if you were speaking to someone who can speak English! As far as the service goes… The service is terrible. You get what you pay for…you are hardly paying for the service. that you can call practially all over the world…well, there is an echo all of the time, the phone is crackly – on both ends…the people I am speaking to and my voice sounds crackly to them. The voice mail doesn’t work… Vonage automatically connected the voice mail when I wanted to use my own answering machine. I didn’t get any voice mails for so long…and finally I figured out that they were going to the Vonage box. This service STUNK!! I decided to go back to Verizon and Vonage repeatedly stated that they didn’t hear from Verizon and couldn’t port out the number. It took me 3 – 4 weeks and finally I called them and blasted them telling them that this was the last straw and I was not contacting them again. I in turn sent them an email after I notified my credit card company that vonage was NOT authorized to charge my account. Vonage is certainly a huge SCAB company. I ust received an email from Vonage stating that they charged my company. It will be a battle and I may lose because I didn’t scrutinize the conract…but, I’m gonna give them a run for their money. I am canceled, finally. Do yourself a favor – don’t ever use Vonage. REad these reviews – 95% of them are negative and the other 5% are probably written by Vonage employees! Scabs for sure.

By: jerry c

jerry c — Sun, 14 Sep 2008 12:00:00 +0000

a piece of string and 2cans are better. customer service is from a foreign country and no nothing usless

By: MARY ELLEN HARDEN-MCKEE

MARY ELLEN HARDEN-MCKEE — Wed, 13 Aug 2008 12:00:00 +0000

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

By: Jeremy

Jeremy — Fri, 01 Aug 2008 12:00:00 +0000

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.

By: Doug W

Doug W — Mon, 09 Jun 2008 12:00:00 +0000

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.

By: Sonja Brisco

Sonja Brisco — Fri, 06 Jun 2008 12:00:00 +0000

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.