Vonage Customer Service

My number transferred from Verizon in about 8 days.

I did Vonage for a bit had to give it up. They never returned my credit for giving them the interface back. I had a receipt showing they got it back. I finally gave up after 2 months of getting on their case. I will NEVER go back.
In my new place I have ATT VoIP and I love it, very responsive customer service I cannot believe it is ATT. No echo's or dropped calls. Totally cool. Features on the line are awesome.

I sent them a pre-sale question asking about something via E-Mail, apparantly the email automatically sends the user possible answers from their FAQ and require you to reply the email in order for a human to then answer. When the person replied, it seemed like such a cookie cutter responce that kind of beat around the bush a with my answer. Instead of pursuing it further i went to Lingo
So far so good.
-Dan

same here, poor customer service, still trying to get my router replaced, it reboots or locks up 5 times a day! they wanted me to run a program called ping plotter for 6 hours on a saturday but dont do anything else on my connection. i am having my cable modem replaced this week cuz they blame my problems on that, we will see. this is a case of a company that will be gone cuz others will do it better, cheaper, they need to keep customers, not just aquire them.

I have been battling with Vonage for over a week regarding my in-laws service. The brand-new router barfed on a firmware update and it won't recover. Common problem; search vonage-forums.com and you'll see what I mean.
After 4 days of trying customer service at various times of day; and two e-mail attempts I finally got a real person on the phone who did quickly take my information and agreed to send out a replacement router. It should have arrived today; no word from the in-laws if it did.
My Vonage service at home has been fine. I use it as a second line and have kept my land-line. After the hassle with my in-laws service, I'm glad I did.

I switched to packet8 and couldn't be happier. Customer service actually answers the phone and the quality is excellent.

Thier TV commercials are about the stupid things people do. Kind of makes you think now, doesn't it?

VoicePulse… http://www.voicepulse.com … PC Mag Choice!
Get it… They are great!
Karl

I have called their tech support a total of two times and had good response and resolution on both calls… The second was to move a number from the older Motorola VOIP adapter to a newer Linksys unit along with a second number. CSR I got had the migration and config done in under twenty minutes… Luck of the draw? I dunno but I'm still happy with them. AND they use the same HelpDesk system I do… LOL!

Worst customer service I have ever experienced. L-O-N-G waits are the norm. Don't EVER think about using them for your one and only phone line!
With a cable modem, I experienced choppy conversations, echoes, delays…yuck.
Cancelling them was an absolute nightmare. Long waits and disconnects. I'm surprised I ever reached a person even after all that.

This is an all too common experience I hear, not just about Vonage, but from users of a number of VoIP carriers. Recently, I've been suggesting that new users to VoIP try carriers such as SIPphone.com or FreeWorldDialup, just to check to see if VoIP is for them first, before plunging in completely on providers like Vonage. For instance, SIPphone.com will sell you unlocked analog telephone adapters that you can use with their service or with services from providers like BroadVoice that allow you to “bring your own device.” The benefits of buying your hardware outright is : 1) you don't have to worry about returning hardware for a “credit”, 2) you're not locked into one provider, 3) the cost is now really minimal with prices slowly dropping. And, by using providers like SIPphone, you get to “test” your broadband to see if your speed is up to snuff, before signing away your soul on costly contracts. Then, if you find VoIP benefits you enough to be rid of your POTS phone-line for good, you could go on and sign up for BroadVoice, Vonage, Packet8, what have you, and sell that unlocked hardware you got on eBay for close to the price you got it at.
Back to the posting, the Linksys PAP-2 has been known to be bad with noise and static. The best thing to do is ask if they'll send you another piece of hardware, like a Motorola. Aside from VoIP-info.org, another good site to go to for information is the forum at broadbandreports.com — you get lots of first-hand accounts of people's experiences.
lah
Linuxathome.com

I used Packet8 on an ISDN line from Abu Dhabi in the middle east. The quality was actually pretty good, at least as good as a cell phone connection. I then went back to the US and now have 2 Packet8 accounts. The quality can not be questioned. I have recommended to several friends and they are all very happy with the service. I believe that Packet8 is also the only provider with actual enhanced 911 as well. If your not happy with your present service, give them a try I think you will be pleasantly surprised, and you can't beat the 19.95 a month cost.

No problem with signup or line quality. I tried to switch my number over. I faxed in the form then waited. After about a month I sent email to their service mailbox. I got a canned response and replied to that. After about 2 WEEKS I got a reply back that they had not received my fax. Sigh. Thats really bad response time.

To get any help you will need to bug someone at the corporate offices of Vonage as their customer service lines are useless. Try Melissa of the “executive response team” at 732-226-3413, or you can try the CEO, Jeffrey Citron's # (732) 528-2600 you'll get a receptionst who might “disconnect” you too. You can read about my incredibly frustrating dealings with Vonage at: http://damienkatz.net/2005/04/fuck_vonage_1.html

Maybe I've been lucky, but I've had no problems with Vonage customer service. If anything, I've been surprised at how responsive they've been to issues I've had.

I have had Vonage service for a couple months. Initially is was fine, but it seems to be getting worse and worse. I just placed a service call today 5/6/2005. I waiting about 8 minutes to get an agent. He is having me run a pingplotter test for 10 hours and then send the log back to Vonage for eval. I'm not expecting much to come of it, but I have to give them a chance to isolate the problem.
I guess the purpose of the test is to verify the ISP connection is good and not Vonage's problem, but I hate to be put in the middle and I'm pretty sure that is what is going to happen. I already started the process to order land line service thru MCI.
Wish me luck!

Vonage will not be available to help you, at any stage of service. If installation or activation doesn't work exactly as planned..you're stuck with the bill anyway. If service fails…you're stuck with the bill anyway. If you want to cancel your service…you'll be charged anyway.
welcome to the ripoff of the century.

Yes, Vonage customer support is for the birds. In transferring my business number over, they dropped the line and my business line was dead for almost two months. Cost me over $8000. For more info, see http://www.netadventures.biz/vonageproblem.htm.

I love Vonage's phone service. Its Great

I am on hold – again — trying to get funds not authorized returned to my account — wish I had seen this page before I started this horrible adventure

Vonage has a lot of static on their lines from time to time. They won't admit they have it and try to put the cause on your equipment or ISP. They do very little to correct it other than tell you to disconnect and reconnect the router. It does little good. If you want good sound qaulity, I do NOT recommend Vonage

Live customer service is virtually worthless. They keep pawning you off on thier web site for routine questions. If you do not have a routine question and want to talk to a knowlegeable and helpful person, good luck. Most of their calls seem to be routed to overseas Operators in India. These people are polite but not helpful.

Vonage Customer Service consists of routing your calls to India where the operators are very pleasent and not helpful at all.

Vonage has no customer service except sending you one e-mail after the other saying your don't have a problem and then telling you to call in. At which time, soneone in India takes your call, is very pleasent and then says you don't have a problem, and then you get an e-mail saying you don't have a problem……

The vontage advertizing is misleading as best and a downright lie at worst. They lead you to believe you can port your number over. Don't try it with your fax unless you want to pay for a voice line. They advertize a lower rate for a fax line, but it has to be their number, not the number you have now and want to port. You will be charged for a voice line not a fax line. If you try to get out after 30 days, they charge you to cancel the contract. You will pay more in having your business cards and stationary redone rather than any saving using their service. Any questions? –be prepared to spend hours on the phone on hold with little chance of getting something resolved.
Bottom Line–> go with someone else, don't use Vonage.

The vontage advertizing is misleading as best and a downright lie at worst. They lead you to believe you can port your number over. Don't try it with your fax unless you want to pay for a voice line. They advertize a lower rate for a fax line, but it has to be their number, not the number you have now and want to port. You will be charged for a voice line not a fax line. If you try to get out after 30 days, they charge you to cancel the contract. You will pay more in having your business cards and stationary redone rather than any saving using their service. Any questions? –be prepared to spend hours on the phone on hold with little chance of getting something resolved.
Bottom Line–> go with someone else, don't use Vonage.

there customer support sucks. I have been fighting a charge for three months. I make very few calls on my vonage account and as of recently dont even have it pluged in. it only forward calls to my cell. average minute usage is about 100 minutes per month. recently my bills have stated outragous numbers like 13900 minutes in a month, in case you are wondering that 10 days on the phone 24 hours a day. all the calls are 1 minute. they refuse to talk to me about it and now have made me a callcenter without asking. this plan dosent even exist on there site. they are now chaging me outragous sums of money and any time I call I get some guy in india who I tell my story to then he transfers me to an american who says they cant help me so I ask for there superviser who says he can put in a request and escolate my problem to the proper person. I then always ask to speak directly to that person but over the 3 months I have been calling in day after day that guy is alway unvailable. aparently his name in Mark. O(literaly thats what they tell me) I feel the urge to yell Pole. O because no one can find this guy. it takes about a week then they send me an email(from Mark. O) that says they reveiwd my account and call forwarding is on so that is why so many minutes are being used and they cant halp me and I cant ever move back to a resedental plan. my problem is no one is actualy looking at the bill. it speceficaly state if the call was forwarded or placed. on the month I had 13900 minuts used there where 12 forwarded calls the other calls are all in the placed catogory wich is not posible because I dont have the box pluged in. I hate this company and they are costing me a fortune. I dont know where to turn or who to talk to.

Their email support is so frustrating, i'd rather have a delayed response and have someone actually read my email than get a biolerplate response that has nothing to do with what I was asking. I've actually had 16 emails back and forth with their customer support asking for a referral credit for my friend, half of the emails are the same biolerplate message with slight modifications. Sure, it was my error that didn't get him the credit, but I can't believe a company would dick me around for 2 months of fees the day after I switched over my phone number. So, I finally decided to call their customer support line and I got “disconnected” right after I said who I was. Maybe it was the “what are you, a bunch of robots?” comment from my last email. Looks like I am not making any friends over there now and I can't control my frustration. Well, I hope you read this before signing up. I will be looking at the other VOIP providers mentioned above. Vonage lost another customer today. I can't think of any company that has frustrated me more than Vonage. They should be put out of business.

Vonage is terrible. They won't even accept e-mails for service becase so many people complain. Yet the keep advertizing for new customers when they can't even support e-mail. DON'T BE A FOOL. DON'T USE VONAGE

Worst decsion I made this year is to switch to Vonage without checking out all the complaints on them. Unforntuantly, all the complaints are true with litte exageration.
If you are smarter tham me, DO NOT use Vonage.

If you go with Vonage (and you shouldn't), make sure you can give them a credit card number you can cancel. Otherwise, they will keep billing you no matter whether you have no service, poor service, problems with service or try to cancel…..they keep billing and the only way to stop it is to cancel the card.

Vonage may have lost me a major business contract. I cancelled the service the same day I got it, having discovered that the voice quality was deplorable. Nevertheless, a week later they sent a purchase order to my regular phone company, at which point my phone service was cut off, and all my voice mail lost!! Vonage customer support was 100% useless in resolving the problem, and the original company would have charged me to connect a brand new line, so I ended up going to a third provider. My whole experience with Vonage was a nightmare from start to finish, costing me a total of over 9 very frustrating hours of my life, and a potentially verty lucrative contract. Although I cancelled with vonage the same day, and returned their device to them immediately, they still have not reimbursed me, as per their so-called guarantee.

I tried to get my number ported to Vonage. After 30 calls to customer support and everytime them telling me they will get back to me in 24 – 48 hours I finally sent an e-mail to the ceo and his secretary. They will forward it to the 'Executive Response Team' and my problem was solved within a day. Contacts:
Executive Response Team
1-888-580-4020
Monday-Friday
9:00 AM – 5:30 PM EST
jeffrey.citron@vonage.com – CEO
paula.pangilinan@vonage.com – CEO's Exec. Secretary

I found this page while looking for Vonage Customer service number online. I too was one of those wanting to save on phone service charges. I made the switch from Bellsouth to Vonage on February 16, 2006. Received their modem, installed it, and waited for service. I was receiving two and three e-mails a day from Vonage regarding “nonsense�?, a month had passed and still no service.
Early one morning while checking e mails, I receive one stating “Your monthly service charge was successfulâ€�?, – as if I should be jumping for joy. But I am thinking, what monthly service, these people have not even switched my phone and already they are charging for service, what service…? I immediately phoned their customer service to inquire about “what service”… as they still had not switched me from Bellsouth…
This is where it gets bad, my temper hit the roof when I realized I was calling INDIA and they started to play bingo transferring my call. On top of all this I felt like a fool as I told my story to each and every person and the more I told it, the more pissed off I got… Also while going through the discussion on the situation I couldn’t help but feel they would repeat all of what I'd say, but would not offer a solution, instead, I’d simply get transferred. Right them I realized I made a bad, bad move.
As a result, I requested the account cancelled, sent their modem back, cancelled my bank debit card; put all Vonage charges on dispute immediately.
Today April 26, 2006 I have no dial tone on my phone. Thinking the Vonage ordeal is over I simply sent a repair request online to Bellsouth. But when 3:00pm rolls around and still I have no phone, I called Bellsouth to find Vonage has taken over the number and according to Bellsouth they have to wait 24hr to reestablish service.
At this time I have no phone service, while preparing this message and getting ready to post, I realized I also have no internet connection. Saved the message waited five days for Bellsouth to reestablish my phone with a new number as Vonage kept the old number and on and on….
My advice, save your self a headache, stays away from Vonage. Ooh I have yet to receive the credit for the “successful monthly service charge�?. All this while they are advertising Fist Month Free Go Figure
Through years and years of dealing with Bellsouth I would never make the mistake of switching again. My phone bill is roughly about $96.00 dollars a month. But after this experience I like to think I don’t just pay for phone, I pay for SERVICE.

Good luck getting your number transferred with Vonage. They sent Sprint the wrong information, so Sprint rejected it. Vonage still says they’re waiting on an MOC date for the transfer, but it’s never coming because Sprint rejected it. Vonage will not resend the request because they’re waiting on a date. No matter how many times I call, I get the same response and no one is capable of doing or saying anything that’s not on their script. Vonage customer service is completely worthless.

If you have good high-speed and don’t care about getting your number transferred, I don’t see a problem. The service is fine…then again I’ve heard plenty of other’s complain.

once you subscribe to vonage,there is no way to get out of it.sending e-mail messages contacting vonage representative,that is itself a half day job.disconect of vonage is conveniently ignored,as it is to their advantage to continue charging.

the most frustrating experience ever. have been waiting one week for a csr to resolve the situation with my voicemail. I am unable to retreive my messages, and have called four csr in the past week to resolve the issue. I have been disconnected 3x’s, and each time I call back, I have to explain the problem all over again, when they have their notes in front of them. I have been promised twice that the problem will be resolved within 24-48 hours, and a week later I am STILL locked out of my voicemail. This problem is not rocket science. If a major company like Vontage can not resolve a simple issue as voicemail, I don’t want them.

lawsuit comming

I am all hooked up but I cannot complete all the free-bees. A week ago all my e-mail was wiped out and I lost all the messages you had sent me. I cannot find a customer service number. Your instruction book gives no information on “Help”. 911 Dialling says I must log on to my online webb account-what webb account. I need someone to walk through this with me. Also, I purchased my own router before I knew you send me one. How do I get refunded? Help!!!!!!!!!!!!

I HAVE BEEN TRYING TO SIGN IN FOR A WEEK TO CHECK MY VOICE MAIL AND MY ACCOUNT I CANNOT GET TO THE SIGN ON PAGE. SINCE MY 30-DAYS HAVE WENT BY. YOUR PROMPT ATTENTION WILL BE APPRECIATED.

I’d like to know why Vonage is charging me for an account that I had cancelled back in March. I had cancelled my account to Vonage because your service is not compatable with my internet service. Please stop charging me for a service I don’t use and cannot use.

Have tried for 3 days to call you. told all lines are experincing high call volume & you hang up. I wish to cancell my service. I’m returning every thing that you sent to me.Please remove me from your list.
Maxine Weeks
7/15/2007 5:32 p.m.

I am writing this as I am STILL on hold with Vonage Customer Service….54 minutes and counting. The Vonage system consists of high pressure sales tactics and once you are in the door, you become a a 3rd class citizen. I regret signing up for this service….I have spent countless hours trying to sort out my phone and billing after having 2 devices sent to me which were incompatible with my internet service. What a waste of time. I plan to cancel my service today. Best to look else where for your phone line until this company pulls up it’s socks with regards to customer service….what a nightmare…

I tried their two months risk free service, after that switched back to AT&T as of June 29, 2007. Vonage then charged another bill on my credit card in July. I kept calling them and was left on hold for hours, the two times I did get through I was told there data base was down and another time that they were upgrading their system so I would have to call back. I finally reached someone on August 2 and was told if I didn’t pay the early disconnect fee they would keep my account active and continue charging me each month. Someone how they still had control of a part of my number because when other vonage customers called me they would foward it to my cell phone and then they said I fowarded it. Why would I do that when I knew they were no longer my carrier? My phone was with AT&T, how could I have two companies and one phone number? I finally changed my number. I’m disputing all this with the Better Business Bureau and my credit card company. Check out the BBC and see how many complaints there are. There must be something we can do. Its catch 22. YOu can’t cancel your account (even if your phone number has been moved) and you can’t cancel unless you call and you can’t get through when you call. BS in my book.

Marilene
San Diego CAlifornia

When we first tried to switch to Vonage 2 years ago, we wanted to keep our phone number. After five months of paying for both Vonage and Verizon we told them to forget it. Two months later they took our phone number anyway, and in order to get it back with minimal hassle we signed on. For two years it was pretty alright. it really was about 30.00 per month and we kept the phone number we had had for a few years. Then in July of 07 our phone stopped working. After spending a LONG time on hold on a cell phone (my face was melting) and talking to people that got slightly more useful the longer you held we learned that our phone number had been transferred out of the system, they tried to tell us it hadn’t even been our number to begin with that was funny, as I personally kept the verizon operator on the phone for almost 20 minutes way back in 2001 to get an easy phone number to remember. Once I convinced them that our number WAS our number (this took almost another 1/2 hour) they generated a ticket and 2 days later the problem was (FINALLY)(Only 4 days without our phone) solved. Fast forward to now 8/22/07 less than 3 months later our phone is gone again, now it has been 7 days, and they’re again trying to convince us to let them give us a new phone number {because they’ve lost ours again} (after all I’ve gone through to keep my phone number) This time I’m invoicing them at an hourly rate for tech support for each hour I spend on the phone. (be it on hold or otherwise) If that doesn’t work I’ll try small claims court, if that doesn’t work I’ll take ads out in newspapers decrying lousy service and mail them to the corporate offices until someone talks to me, if that doesn’t work I don’t know what I’ll do yet, but I’m sure I’ll think of something, probably while on hold as there’s nothing bettter to do.
-Phoneless (and pissed) In Maine

I was told by a customer service rep that they don’t have phones on their desks in the number transfer dept so he couldn’t send my call their (This was Bill in advanced tech support- a condescending #@%$#@) So I asked if there was a supervisor in the number transfer department, because he was the one I wanted to talk to anyway, Bill wasn’t impressed. And to think that I spend all day working in a corrections facility honing my I’m not taking your BS voice, and I get crap from a snotty customer service rep in a cubicle. If anyone has any direct dial phone numbers to vonage I’m sure that at some point I will call them and give them some aggravation.

I’m a CSR at Vonage and I think it’s funny to read these posts because all of you are just exaggerating. OBVIOUSLY no body likes to be put on hold when they calling to complain and every min. feels like an hour….therefore, i’m not surprised to read all these melodramatic exaggerations….Give me a break, stop complaining and have some patience!!

I got Vonage thinking I’d like to try this aggressive company that took the opportunity that my Boss help pushed thru (VOiP). Well at first there seemed to be no issues until the serive kept cutting out on me. I travel and the phone isn’t used that much so I just didn’t think about making it an issue. Then the $105 phone base broke. I called for service and to top it off they had to credit me two months of bad/non service. I recieved the new phone five day later and recieve an email stating I had three weeks to drop the phone off to a carrier service with an account number and RA#. The letter was confussing and missleading. I only had 1/2 hour to do and it was waisted on a very unprofessional CSR who told me I had to pay for the shipping on their faulty equipment. The letter stated I had til the 27th to ship this thing or they would charge me for it. I had to take off on the 26st and the next day Vonage charge my account $91.00 and told me I had to make all the calls and take time out of my schedule to ensure they recieved this device. I filed a comclaint with Attorney General, BBB and the commission. They will have so much heat from this illegal practice that I will make every effort to shut them down if I have to.

My phone still cuts in and out when I talk on it and they are the worst at customer resolutions.

I just want to make in known that in my entire 37 years of life I have never encountered a customer service department so inept, unprofessional and just plain horrible. Vonage customer service and technical support is an embarrassment to the customer service/technical support industry. It is the poster child of what NOT to do.

Alisha you are part of the problem. When you have customer service representative that are unable and unwilling to provide customer service then you hear OUR COMPLAINTS. Don’t forget that we help pay you your salary. I have been calling Vonage for a month to close my account. They have not been able to provide me with working phone service. Every single person I have spoken with says they will close the account and they don’t. I am calling to report Vonage to the Attorney General office and every other office I can get in touch with. The representatives are dishonest.

Vonage does not seem to have human beings available to answer your question if you have something outside the knowledge of their “virtual customer service agent” (read computer). I refuse to work with companies that are so happy to take my money each month but don’t provide customer support. I’m leaving Vonage.

I AM HAVING PROBLEMS USING MNY SERVICE. I GET A DAIL TONE BUT ALL LINES ARE BUSY. SOMETIMES I HEAR NOISE IN THE LINE.

I am online with vonage right now, they are a nightmare!!!! I can not believe all the hidden cost , and the customer service person I was speaking to is like a robot. I can’t believe they even call the department customer service , she was just reading to me , so…. vonage sucks and I will tell everyone I know. They are charging me for thier mistake!!!! Why are these people in business!!!!

I also wanted to add that I was sent 2 routers and was only suppose to get one, but guess who is paying for that!!! I told the snot of a customer service girl (who was a superviser , who was reading from a script! HA! what a joke) that I was putting both routers in the mail on Monday a.m and filing a lawsuit on Monday afternoon! You can’t send someone something in the mail that they did not ask for and then charge them to send it back to you! But because I was stupid enough to give them my account information they are stealing it from me as I write this e-mail!
I saw SCHWIND one line comment above!! Well SCHWIND I am joining the party!!
lawsuit coming!!!

Vonage, customer care and technical department is worthless…. I been with them for 2 1/2 hour on the phone…they can not resolve single issue…they have no clue how my payment information got deleted from account and number got changed….I just don’t trust them…hopefully, Monday morning I’ll have different VoIP service from different company….I’ll not recommend vonage to any body….they are worst VoIP company ever!!!!

This is the worst company i have ever delt with. They will not let me close the account. Im not using it either. I beleve we should all warn new customers before they get in the same boat.

I just canceled Vonage and It was an extremely irritating conversation. I told the her, the customer service rep, that I have never used their service, this was my 2nd attempt at trying to cancel with them, and there were conflicting issues with my husband & he didn’t want to use their service. Can you believe that I was told she would get a tech to come to my home & hook it up for me AND that way I could try out and use their service without my husband knowing?!!! I was absolutely shocked that she said that & told her so!!!!! It was the most ridiculous conversation that I’ve ever had with a customer service rep.

I don’t believe the comments on this post as the Vonage service has been outstanding for me!! I absolutely love their service and found out a few things about my ISP since using Vonage. Their customer service has been also impeccable. I had to call them once and was greeted with prompt respectable service!!!!! The thing about the ISP is that they are unable to relay the voice packets correctly and have had to use substitute DNS servers since signing up for Vonage. As soon as I did that; I haven’t had one bit of trouble with the Vonage router. As with any new technology; the startups always seem to have bugs to work out!! I use OpenDns for my DNS servers on my TCP/IP and haven’t had any problem since!
Thanks, Vonage!!

I have had my service transferred from verizon so far right now for about 3 weeks now. i am still unable to get any incoming calls nor can i make out going calls. my internet says it is a connection problem with the server. i am not an IT tech i dont know what is wrong with my computer or how to hook it up or for that much know what’s wrong with it? can some one please help me i work during the day and i do my classes online and now i am behind because of this please i need a tech to come out? i have no phone for me to call vonage at home.

Horrible experience with VONAGE.
NEVER ASKED FOR THE EQUIPMENT JUST RECEIVED IT ONE DAY OUT OF THE BLUE. NEVER ASKED FOR ACTIVATION. THEY PLACED CHARGES ON MY CREDIT CARD ON SEVERAL OCCASIONS WITHOUT AUTHORIZATION (OVER $150) AND APOLOGIZED LATER. IF I WOULDN’T HAVE CHECKED…
ALSO, WHEN I RETURNED THE UNSOLICITED EQUIPMENT, I HAD TO PAY FOR THE F…ING SHIPPING !!!!
THEY ARE CON ARTISTS AND THIEVES. I WILL NEVER, EVER DO BUSINESS WITH THIS COMPANY EVEN IF IT WILL BE THE ONLY ONE IN THE WORLD!!!! THEY HUNG UP ON ME WHEN I COMPLAINED. THEY ARE THE RUDEST AND STUPIDEST BUNCH OF THIEVES. I WILL CALL THE FCC, GUARANTEED.

I’d like to know WHY my previous posts were removed?
Perhaps because I was NOT talking against Vonage ?
that’s just unfair and I no longer wish to participate on the corrupted post!! Unless my previous emails, which didn’t even contain any vulgar language, is allowed to reappear!

This has been one of the most ridiculous experiences I have ever had with any organization and their “customer service” department. I cancelled a few months ago and was BEGGED to stay and told they would drop rates to next to nothing. She literarily begged to keep me as a customer and would not take no for an answer. I insisted I wanted the service cancelled and was then told I was going to be charged a cancellation fee. At this point fine – I want nothing to do with this company. Well, it turns out she did not take no for an answer. After being billed another 2 months I went though the same process again today. When I asked to speak to a supervisor because they had no records of my previous call I was told supervisors don’t speak with customers. Great service! An automated system would be just as good because reps do not listen and read responses to concerns off of a print out. Thanks Joe badge number 83910. Horrible service, company and experience. I would rather go back to a land line rotary phone than use Vonage.

I’M EMBARRASSED TO SAY I OWN VONAGE STOCKS. I USED TO THINK THEY’RE GREAT FOR THE PRICE BUT IF YOU EVER HAVE PROBLEMS WITH IT, GOOD LUCK! I HAVE BEEN TRYING TO FIND A CUSTOMER SERVICE # THEY GIVE YOU THE RUNAROUND ON THEIR WEBSITE.NO OPTIONS TO TALK TO A LIVE PERSON.MY VONAGE IS CONFLICTING WITH MY VERIZON DSL AFTER 9 MONTHS, JUST OUT OF THE BLUE! MY CONTRACT RUNS OUT IN 3.I AM PHONELESS RIGHT NOW JUST SO I CAN HAVE ONLINE ACCESS AND CONTINUE PAYING VONAGE EVEN THOUGH I AM UNABLE TO USE IT JUST TO FULFILL MY CONTRACT THEN I AM CANCELLING THEM AND DUMP MY STOCKS.PLEASE FIND ANOTHER SERVICE PROVIDER.

I have to agree with what others are saying. Their customer service sucks. I have a pending oder with them and after reading such hoor stories I deciced to cancel my account even befoe my order is shipped,so Igave them call and waited for 45minutes for a CSR to come online and he told me he can not cancel the account. They will ship the order and then I have to give him a call back to cancel account. What I do not understand is my order is not yet shipped and will be shipped tomorrnow than why he is not able to cancel my order.

I cancelled my Vonage service before even using it due to problems with them turning off my ATT and not sending my adaptor for the usage. I was told I would get a FULL REFUND when the adaptor was returned, which it was, and still no refund. I would never recommend this company to anyone. I am very happy to get my ATT back.

Vonage took $117 out of my bank account for a router that I did not order, and it took me a week and numerous calls to finally get the money put back into my bank account. Then I cancelled my service in Feb and now one month later they have hit my account for two months worth of service. Are the lawsuits causing so much of a problem that they need to steel $65 from me. I sure could use a telephone number to someone who could help in this situation.

Wow, I’m surprised to see all of this. I just got off the phone with a very helpful CSR who got my system up and running for me after I had taken it down and failed to set it back up correctly.
Customer service has been very helpful for me. They also ask for my number right away so they can call back if we get disconnected, which I appreciate because the cell I call them from has issues with dropping calls.
I hope I don’t end up with any of these crazy problems people are reporting here, but so far, so good.
…In contrast, don’t get me started on the problems I’ve had with Comcast, Verizon, or UPS!!

called vonage one day to order. make a long story short, by the time i was almost done i cancelled it and said never mind. to much crap and got different answers, they really didnt know what they were talking about so i canceled in the middle of ordering. week later i get the box. called back. said had to pay the 16.00 dollars shipping fee again besides them putting it on my charge the first time,where they had no buisness doing.then 2 months later its on my charge again was on the phone for over an hour.told me i cant cancel cause my name wasnt matching my account.would not let me talk to a supervisor,said there is no one to talk to but him.there’s so much more if i had time. called better buisness bureau.

I work for a mojor cable communications company in the porting department. I can, attest first hand, that porting from Vonage can be easy and, at times almost, impossible.

It’s just like any company; if you find someone who actually knows what they’re doing you’ll be okay.

All those people who keep whining about vonage, the only reason your connection sucks is because your internet is slow and ghetto. Stop blaming vonage and get faster internet you losers. Vonage is awesome and best of all much cheaper then all the other major phone companies. BOO YAAA LOSERSSSS

I tried Vonage. I asked questions before signing up and got the answers I needed. They were all lies! My “local” number was for a suburb of a city 50 miles away and long distance for everyone I know. Their poor quality equipment failed and they refused to replace it unless I paid for new equipment (supposedly they would refund the money at an unspecified later date). They threatened to sue me for not paying for the service which I couldn’t use. They billed me for months of service after I closed my account. (and at an address where I didn’t live yet!).

I switched to Packet8 where I get service for slightly less $. It works very well. When I needed to call customer service (questions and assistance with something I wanted to do, nothing that was their fault) I got a human being in less than 60 seconds.

There are good VOIP companies out there. Vonage is NOT one of them.

hi, i was working at the vonage customer service (if its possible to call it that way) in chile, southamerica, it has been the worst job experience of my life, not only for me, but for my ex coworkers as well, they just do it because they need the money, but anyway, i just want to share my horrible experience with you, VONAGE is a terrible company, and im guessing that if you read this you will agree with me, first of all, lets start with the activations… activations are done in india, alright, i must admit that they have some great customer service representatives, and theire very nice, but… they have a lot of people that dont even partially speak acceptable english, and they activate accounts that people didnt even ask for, i heard of cases in which they told the customers to give them the credit card to “check if the service is available in their area” and the custumers call customer service 3 months later saying that they never subscribed with vonage, and we tried to keep them from canceling service, because if we transferred them we would lose our bonus, and would get paid less, if they got transferred to “account management dept” which supposedly is in new jersey, you would get another person with an indian accent, but, thats not the point, in their cases on the RETENTION dept which is their real function, they simply have to make it hard for the customers to cancel, otherwise they lose their incentives too, they place them on hold forever hoping they just hang up, that way they dont have to cancel the account, they offer a million things for the person to keep the service, and if they do, they just lose the money back guarantee, and if they get to cancel they have to pey for disconnection fees and rebate recovery fees, so in short… theire just screwed one way or the other. well, now let me talk a little bit about my job at the general billing customer service dept. well, its just a terrible job, we had an awful 1 month and a half training, in which we got poor customer service and program info and we ended up watching stupid youtube videos, they told us that they would pay us one thing, and at the end we gor paid almost half and they figured out nonsense speach to convince us that what they paid us was right and that on the second month we gould get paid better, once we were on the floor, without having a clue about what we were doing, we got yelled at all the time for screwups made by other agents or simply by vonage, well, its no wonder when you have an outsourced customer service dept. in a country in which english isnt the native language, i must admit that there are a lot of great agents and lots of people that speak a decent english, but thats simply not enough, we had call after call, of pissed off customers, we had to work even on sundays, for less than 3 dollars an hour, ok, i admit it, were taking american jobs (that they dont want in the first place) but a job is a job. well not only do we get paid shit, but they screwed us around with our money.for us to make that crappy salary we need to get bonuses, which not only are hard to get, but theire very easy to lose, we get the calls taped, and for every single thing that we dont do THE WAY THEY WANT US TO, we get points of for quality, if we get bad quality scores that means less money, we also have to send surveys to the callers, in which they can see that our real names arent john, or christine, but juan, cristina, and so on…but anyway, the thing is that in those surveys, pissed off customers dont care if you helped them, they just want to give bad feedback to vonage, and of course the poor agents get bad surveys, even when they gave a good service, and bad surveys mean LESS bonuses, less money, its the biggest fraud ever, and lets not even get started on the vonage service itself…it totally sucks, ok, i admit it, its a good idea, and the price isnt that bad, but wow, ive never seen that many problems with a telephone service, the sound quality is awful, it lowers up your internet speed, you cant hear people, people cant hear you, and technichal support is TERRIBLE! its in the phillipines, and, nothing against them, theire very nice people, and there are some great reps also, but in general theire REALLY hard to understand, and i imagine that the service is that bad because they get trainings as bad as ours, and about billing… dont even get me started!!! oh my god, ive never seen so many hidden charges, its just amazing. i will tell you only one good thing about vonage, and if youre a customer and you want to get at least one advantage from their terrible service you should know this, vonage gives credits very easily, you just have to call and say that the service sucks, or that you want to cancel, and they can offer cheaper plans, or a couple of months for free, so… give it a try, i guarantee that you can ripp them off the same way the that they ripp off you. i just dont get tired of speaking terribly about this terrible company, it was such a frustrating experience, not only for me but for the poor customers, if youre still not a customer, get away from this awfull service, i hope this helps you out.

EX General Billing Customer Service Representative 9164056409

To Customer Service Rep – I wish I’d read your post BEFORE signing up for this awful service. I signed up based on a recommendation from a friend who has two (yep, not one, but TWO) Vonage lines. I got the service primarily to make long distance calls to the U.K. as the calls are supposedly included in the monthly charge and I have cousins who live there.

Getting the service operational was the first nightmare, and it should have given me a hint as to what would follow, but I was due to leave for London within a week and thought I’d keep it to test it out first. I could barely hear my husband on the other end of the line when he called me and after constantly asking him to repeat himself, I finally got so frustrated, we ended the call. Domestic calls were no better – people kept asking me to repeat myself and I’d end up using my other provider’s land line.

Today I called to terminate the service and was given the same sales tactics that you mentioned. Very firmly I insisted that I did NOT want to continue with Vonage, did NOT need to speak to technical support again as they were useless, and on and on the rep went. When I finally raised my voice and INSISTED that I wanted to be disconnected immediately, he then advised me that there would be a disconnection fee of $97.40. I told him that I had asked about this when I enrolled and was told by the sales rep that Vonage bills on a month by month basis, that there was no sales contract , and that I could disconnect whenever I chose to.

He informed me that the sales reps are throughly trained to advise customers of their rights, and that the charge would be billed. I immediately called my bank to notify them of stopping this charge and was told that it was already pending (less than 10 minutes)…amazing how quickly billing stuff is pushed through.

I plan to use the e-mail info provided for the CEO and his admin to protest this as I will not take this lying down…almost $100 GIVEN to Vonage for the privilege of providing me with sloppy service…I don’t think so!!!

Again, I wish I’d read this blog site PRIOR to enrolling…it would have saved me a LOT of trouble! But I will tell friends NOT TO EVER ENROLL in this rip-off provider…I cannot even call them a “service” provider as service is not a hallmark of this company.

When I had vonage it was great. Wonderful even. I had a fiew dropped calls, but it wasn’t at all bad, being since I was overseas and wouldhave paid almost triple for being able to call back to the states. However, when the time came for us to come back to the states, I called and cancelled vonage. Uknowingly, vonage was still charging my credit card. I called vonage once again and they finally cancelled the service right after collecting another payment from my account on a phone I hadn’t used in over 4 months! I had also had another line added to the account. So when I asked how I could get my money refunded the service represntative told me that I would have to go through vonage billing disputes… but get this – they dont have a freakin phone! So I sent a letter to them about 5 weeks ago. Needless to say I still haven’t heard anything from them.

I’ve had great success with Vonage the sound is great I have no complaints so far.

The phone company would not relinquish ours either and this is against the law. Report them to the Federal Communications Commission and then tell them you have done so. They’ll release it within 3 days.

All the complaints about noise,etc, but you all seem to put up with more than this on cell phones that are more expensive than Vonage. What are you thinking? Vonage is a deal.

For what it’s worth, I had horrible visions of canceling Vonage after reading some of the comments here. That said, I called the (admittedly hard to find number – had to get it off my credit card statement) 866-243-4357, navigated through the “complete” option list (funny they don’t list “cancel” as a valid option, but recognize the word), and got to a CSR pretty quickly during business hours.

She did attempt to begin to spin up a spiel about my not using all my minutes, but I politely shut her down by explaining that I am traveling more (not quite true, but wanted a reason for cancellation that had nothing to do with service/performance, or that they could claim to fix), and that I wanted to cancel my account. I also added that I was not interested in retention scripts – I explained that I understand that that’s her job, but that I had no interest, and after reading horror stories on the web about canceling my next call was going to be to the BBB and to my credit card company to cancel it. She didn’t argue, politely said it would take her a couple of minutes, and then cancelled the account. No request for cancellation charge (I’d been with them for two years), nor for equipment return.

So with that I’d say my biggest complaint around cancellation is that you have to call in, and they make it really hard to find the number. Once in, I was able to cancel relatively easily.

Horrible, unscrupulous, dishonest, without conscience. Rip-off, Scam, Thieves.