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Vonage

Customer Service Ratings and Comments

Vonage is ranked #80 out of the 219 companies that have a CustomerServiceScoreboard.com rating with an overall score of 46.38 out of a possible 200. This score rates Vonage customer service and customer support as Disappointing.

NEGATIVE Comments

36 Negative Comments out of 44 Total Comments is 81.82%.

POSITIVE Comments

8 Positive Comments out of 44 Total Comments is 18.18%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating
  • Submit your comment >>
  • I am totally exaperated with Vonage! To give you the short version of my tale of tele-woe, let's go back three weeks, to Jan. 17th 2010...

    What happened between Jan.17th and today's date;- Feb 7th, 2010 would sorely try anyone's patience!

    First, my phone went down, after receiving a long-distance call, which was wierd to begin with! Then, my internet went down. I contacted AT&T ( my internet provider) for repair service & they sent someone out on Tuesday of th following week to check my DSL connection & modem for a programming problem. The At&T repair-man rolled his eyes when I told him about my Vonage service. 'I'd ditch it if I were you', he advised me. 'It's just another system to maintain &worry about'..

    After 2 e-mail contacts and 3 15-20 minutecalls to Vonage customer-care from my pre-paid cell-phone(!) , I was able to convince Vonage Customer-Care that my entire system needed checking-out because none of the standard tech trouble-shooting tests I'd run on my Vonage system had borne results.

    When I told the customer-service rep. that I would cancel my service promptly if they didn't send someone out to make repairs, I was told that I would be charged a total of $89.95 for cancelling my service before the end of my 1-year service contract;-i.e;- January 31st.(!!!) I insisted that they agree to send someone out & the best they could do was to make an appointment for a Friday, Jan. 29th 8am-12 pm service call. which would require me to be at home.(!!)

    The repair-tech was a 'no-show' and when I called Vonage yet again(!) to report that I would cancel my service if they did not promptly respond to my work-order, I was told 'not to worry' by another customer-care rep. whom I had to scream at in order to cut to the chase re: date/time of repair & my contact info.

    Finally, as of this past WEdnesday ( Feb. 3rd, 2010) , the promised repair service rep. appeared to check things out. He checked my line & claimed that there was a dial-tone, checked my modem & said it was ok, looked at my phone & told me I might need a new battery , and that the problem was non-Vonage-related..

    I ordered a new battery for my phone, waited two days to get it in the mail, before installing it yesterday, and guess what?;- no surprise here;- it still doesn't work!

    I called Voange today to report that I wanted OUT & wanted to cancel my service, but was given the run-around by a customer-service rep. who told me that I'd still be out $39.95 because, according to HER records, I had a 2-year(?) service contract with Vonage, which is NOT (!) what I'd been told on Jan.26th when I first attempted to cancel my service..

    You get the picture;- Vonage AIN'T (!) such a good deal, any way you cut it! I am wiped out from the amount of time, money & energy I've had to devote to what should be a simple operation;- i.e,- calling to say ' I QUIT!

    I plan on contacting the CT. Public Utilities Commission this week to file a formal complaint against Vonage.

    Anybody out there interested in starting an 'Anti-Vonage ' petition?


    Jodeska 2/7/10 2:46PM

  • I really can't complain about the vonage service. I have had it for two and a half years. I use three cordless phone extensions on it, and they work great. I signed up on the $14.95 a month plan for up to 500 outgoing call minutes, whether local or LD in the US. About 7 months ago, they raised the rate to $17.99, and I tried to cancel. They offered me $14.99 for the next six months. Now I'm trying to cancel again. We have cell phones anyhow. At $17.99, my total monthly billing is $25.50 for the extra fees they charge - some required, and some they add. For instance, there are two 911 service fees on my bill. I didn't ask for either. I just called their customer service at 11pm, and they were experiencing "higher than normal call volume" their "wait time is longer than normal". "Expected wait time is 25 minutes". I use a virtual credit card number, so they can't add charges to my card without me approving in advance.

    apexrick 1/19/10 9:46PM

  • Worst phone service ever. Static on line, poor sound quality, caused lock ups on my PC. Switched back to my land line in less than 1 month. Due to "delays in processing", my account was not closed in 30 day trial period -- so I got hit with another $130+ for cancellation and modem. (They do not take modem back after 30 days.) Sorry I ever tried it.

    I will steer all my friends and contacts to another provider.

    Anonymous 12/15/09 2:04PM

  • I purchased this service in November 2008. Right from the beginning this service was completely worthless. I had Echos and static on the line which was never resolved. I was not able to talk with anyone on this line due to the problems. They did send someone out to check my phone lines but this visit did not resolve any issues. DON'T WASTE YOUR MONEY! I have since cancelled. Thank God I had another phone line in my house. Thumbs down on this company.

    Not satisfied. 12/11/09 9:27AM

  • Vonage is absolutely useless. They have been bungling a number port for more than a month now. Then they wait until I send e-mail asking for progress before they reply with the latest excuse. Worthless service.

    Anonymous 11/3/09 6:50PM

  • I began with Vonage February 2009 and have had continuous problems. The connection is always poor and the service cuts in and out. I am currently with phone service and called last Thursday to request a service call. I am scheduled for next Thursday. I have purchased a new computer and printer and replaced all electrical cords. The problem is in the box that was sent to me. The yellow light only flickers. It has always been this way.

    You currently have your message all over my screen and I cannot close your message. I cannot access my own email because of you blocking my screen.

    I need help soon. I need someone to come and replace the faulty box I have been enduring since February. The man I spoke with said the repairman cannot bring a new box until it is determined that is the problem. That means more time wasted. This is very frustrating.

    kmuree6@comcast.net 10/26/09 7:18AM

  • Vonage is a great phone company but they charge money fraudulently out of your credit card WITHOUT ANY INTIMATION TO THE CUSTOMER. I have made 4 calls after that to the billing (in Phillipines as that is where the calls are directed to) and they all LIE TO ME EACH TIME THAT THE COMPUTER IS MAKING A MISTAKE AND EVERY MONTH charge me US$30.00 even though I have an annual prepay plan.

    Sanjay Singh 10/6/09 4:29PM

  • They are downright stupid when it comes to transferring a number. In two days they sent me 5 e-mails asking for the Windstream CAPP pin number. Every time I supplied it to them, but it did not help. In fact, one sod replied to my reply to tell me he needs the PIN code, but it was right there in the e-mail he replied to.

    Anonymous 10/6/09 7:56AM

  • IT IS NO O.K. THAT WHEN MY MOTHER SIGNED UP FOR VONAGE AND PUT ME DOWN AS HER REFERRAL... THAT I SHOULD BE EXPECTING TO WAIT ANOTHER 90 DAYS BEFORE THE TWO MONTH FREE PROMOTION KICKS IN... THIS IS MY LIKE A GIMMICK AND RACKET, AND ISN'T VERY ETHICAL THAT MY TWO MONTH PROMOTION STILL HASN'T STARTED... SIGNED A VERY UNHAPPY CUSTOMER...

    GYPSYJULIAN 9/24/09 9:10PM

  • I totally agree!!!! we have had nothing but problems with Vonage they also told my son he could get back his old phone number and it never happened because he had put in some job apps and he had put in his old number and with the unemployment office as well and after no number change he had a few issues with the unemployment office and one of his checks was late due to Vonage and the empty promises they make to people. They have taken cash payments right out of my account without my permission and my son had told them that he would send the payments himself we used my checking account to get the equipment there was no authorization for them to auto pay from my account and I had to file with my bank to dispute it, I had to call Vonage today and ask why are you taking money from me when my son cancelled the service over a month ago ? I did not give them a chance to talk to me I demanded for them to not take another penny out of my account and warned them I was joining a boycott against them and told them I was contacting the States attorneys.

    dawoman1200 9/23/09 12:05PM

  • This is the ABSOLUTE WORST company I have ever dealt with. It took me 50 minutes to cancel my account ( I feel lucky it didn't take longer) and they charged me 130 dollars for the equipment they sent me and I had already paid for and a cancellation fee for ending the contract within the year.

    All of this must have been in fine fine print.

    I don't understand how somebody could work for those guys when irate customers must be a dime a dozen.

    KEEP AWAY FROM THIS COMPANY!!!

    Anonymous 8/25/09 10:01AM

  • We are having problems with our phone. Dead phone, message that service is not available or when you call somebody they can't hear you, or you get disconnected. Voice mail keeps repeating prompt messages and would not play message. Never able to reach costumer service center. The people were rude that we go hold of.

    Please help

    We need a phone and this does not work

    Davidndenise 8/20/09 9:51AM

  • On July 9th 2009, I agreed to get Internet and Phone service set up by someone from Vonage coming out at home since I am not good with computers. I was told to call Vonage once got the equipment so I called them to send someone to set up the equipement. They first asked me if I had hi-speed internet which I had gotten through Vonage on July 9th 2009 which equipement was front of me so once I get all set up I would have internet and phone through Vonage.

    I was shocked when I told that Vonage do not offer internet service which was new to me. I explained the conversation on July 9th, than was told that they do have third party who can provide me internet service and I would have to attach the equipment myself by their assistant over the phone.

    By this time I was done with Vonage so somehow nicely wanted to get out of this mess. I called them and was suggested to find the phone company to transfer the number otherwise I would loose my existing home number. I was serching for another phone company and mean while I returned the equipment which they received it on August 5th 2009, per their policy they should not have accepted the returned equipment until service was cancelled. (I have recorded conversation with Vonage agreeing that they should not have accepted equipment till service was cancelled also was told that receiving the equipment back does not cancel the service)
    First conversation, I was told 30day free trial. second conversation, I was told that I have till August 9th to cancel the service. Third conversation on August 8th when I called to cancel the service I was told that I will August 8th is the last day and Cancelling department is only opened Mon.-Fri. I would have to call back Monday morning and since I did call the last day of free trial, account manager may waive the cancellation fee after 30 day free trial since Monday August 10th I would be calling back to cancel it.
    My new phone company is coming out on August 17th but for not to get charged, I am ready to loose my number and cancel the service. I spoke with Michael and Lota account managers but they are so stuburn and won't waive the charges at all. I was told that August 7th was the last day of free trial since 30 days starts from the day I first spoke with Vonage which was July 9th. Oh my, talk about rip off and worst costomer service recieved ever in my life. I was charge to set up an account $11.20, $ 39.99 + taxes cancellation fees and prorated this months bill of around $ 10.00, oh wait and $ 20.00 to mail back the equipment.
    I would have called them to cancel my service before August 7th if I would have known that cancellation department is closed on weekends and 30 days free trial ending dates. I was told that they are there to assist us 24/7. I wish I can attached the recorded message for people to experience their worst service possible.

    Not Happy 8/10/09 10:42AM

  • I temporarily needed a landline, so I got Vonage. Big mistake.

    The cancellation process was a nightmare. It took about an hour.

    I kept insisting, over and over, that I no longer had any need for the service, did not need them for calling 911, and did not want to transfer my account to anyone. Any time I interrupted the representative to just ask her to put the cancellation through, she started her script over. She repeatedly put me on hold after each refusal to reverse my decision on canceling the service.

    I will never, EVER do business with Vonage again. Not worth the trouble.

    Anonymous 8/5/09 1:42PM

  • be careful when you ask for information. I asked for info and vonage took my phone number and my service away from qwest and now they won't give it back. and to top it off they took $31.87 out of my account for "information! THEY SUCK!!!!!!!!!!!!!!!!!!!!!!!

    Anonymous 7/7/09 8:14AM

  • I love vongage. I have had it for three years now. Paying $27 is the best price that I found for a home phone. HOWEVER, their customer service blows. God help you if you have a service issue. I had to call 6 times in the same week to get my phone/device transfer to work.

    Anonymous 6/12/09 10:07AM

  • I have been a customer for over two years and have yet to be satisfied with this service. The first Linksys I got was defective, so they sent me another one. I returned the old late and was penalized and I called them. I endup talking to a supervisor and she was very nasty and as a matter of factly. She stated that I was late returning the device and that they was not returning my money until they recieved the device. They received it in October and I have not gotten my refund as of today 6/6/09. They said I should get it in 5 business days. What a company. They did not hold up their televised promises.

    linda 6/6/09 1:19PM

  • I was a Vonage customer for 2+ years. The service was ~ok~ for what I was paying but I missed some calls or they were FWD'ed direct to voicemail. When I tried to cancel service, in favor of Skype and mobile, I was forwarded to a retaining dept and it took about 35-45 minutes of me saying "No Thank You, please stop service" over and over to actually stop service.

    After reading this site I told my credit card company to stop payment to Vonage and now I get letters in the mail saying I owe them money for canceling the account and a recent attempt at some new charge. Watch your account if you stop service with this company.

    KrisL 4/15/09 8:02AM

  • I continue to have issues using Vonage for international calls. The Vonage system is constantly billing me for calls that are never connected. In addition, I am experiencing calls being mis-routed to another party and have to call Tech Support for assistance. Both of these issues are not only frustrating, but are considerable time delays. I did not sign up for a service that is constantly requiring my intervention.

    Mike 4/11/09 6:02PM

  • well i am on the phone with technical service 2nd time in a month this time with a person from India now they want me to replace and rehook cables. 30 minutes and counting experience has been wnderful.I have Been a customer for a long time and this is not how you should be treated. I had already gone through the same procedures and was informed that if the problem arose again a new unit would be issued. I take it this was not noted on the account.

    Anonymous 3/26/09 7:29AM

  • I work for a wireless company. My customer is getting all the forward calls from the Vonage customer. I been on the phone for 2 hours trying to get a manager to help the Rep on the phone. The rep is giving useless information on how their customer can port to another company and the 411 listing is under Bell Sth which was back in 2006 when all they have to do is remove the forward. There is no technical help.

    HELP 3/16/09 9:05AM

  • I got Vonage and thought I got a deal and my business suffered very bad. I have to call vonage every day and get no help at all. The customer service sucks. I have never had such a bad time with any company. How do they stay in business??????

    Anonymous 3/12/09 12:56PM

  • This is the wrost company to deal with .they charge me $43.00 to disconnect the service

    Anonymous 3/10/09 9:48AM

  • Vinage is the most dishonest company I have ever dealt with. I had the service two years ago..cancelled and they went ahead and billed me again on the year anniversary. They said its their policy that they NEVER refund money even in this case when they do not even have an order to go with it. Im not sure if I have a legal recompense for them to bill me without an order but get this...I went to my credit card company and complained and they took my money back...and this crooks went and debited my account again for the money. NEVER EVER use Vonage. You willl regret it if you do.

    kgkg62 2/16/09 9:18PM

  • This company should be shut down. They do not provide reliable phone service, they do not provide even close to an acceptable level of quality of the phone service and their customer service behaves as if they are trained to be unethical, unhelpful and unreachable.
    I have had important callers, numerous times, mind you, receive a "This is a non-working number" recording, or a series of loud beeps instead of getting a connection with me. Vonage never could solve these problems, and just told me to wait a while and "it should be back to working again later".
    The call quality is completely unacceptable. More than 50% of the calls had random periods of time where the call cut out and the caller couldn't hear me speaking. I cannot begin to count the number of times when a caller complained about the quality of connection.
    Upon trying to cancel the service, I was disconnected after being on hold for more than 20 minutes - this happened numerous times - and when finally reaching a person it was recommended I talk to the technical support one more time. I spoke with technical support numerous times (which did NOT do anything to improve my quality or reliability of service) and each time I after the issue could not be resolved I asked to cancel, only to be told I would have to dial another number to do so. This number would keep me on hold for a long period of time then disconnect me. This last time I refused to talk to technical support and demanded the phone service to be disconnected. I was chastised for not allowing them to have -yet another- higher level of tech support take a look at the problem. They insisted I was not allowing them the opportunity to solve the problem by not going through this process one more time. I asked how many times do the expect me to go throught this process? I kept asking to talk with a supervisor when each person would not agree to my request to cancel. The bottom line is that they finally discontinued my service and stated they will be billing me a $119.98 disconnect fee which I told them I absolutely do not agree with since they never were able to give me reliable or even acceptable phone service which they represented they would give when I signed up.
    I was told that there was no other alternative; if I discontinued service, I would be stuck with a $119.98 bill. My only course of action is to send a letter to the Vonage Billing Dispute
    23 Main St. Holmdel, NJ. 07733
    However, with the way they have shown to be unresponsive and unethical so far, I have no confidence this will do anything. Although it will cost me more to have my attorney step in it is worth it to me to do so. With everyone having the same sort of problems, why hasn't there been some sort of lawsuit before?

    Anonymous 2/12/09 10:26AM

  • Worst experience in trying to cancel service. I called in to cancel service which they did, but in doing that they still charged me for the next month service which obviously I wouldn't have. After I cannceled it, a friend of mine told me that I should send the equipment back or else I'll be charged $100 bucks. Customer service NEVER mentioned this to me when they were on the phone with me canceling my service. They are doing this intentionally to rip people off. Also once you are not their customer they don't treat you nice...it's as if it's all of the sudden a different company.

    UnhappyCustomer 2/11/09 9:27AM

  • worst elxperience I eve had with a phone company! It took 6 weeks out of my life! At least 7 out 10 phone calls were terminated in the middle of my conversation. I DO NOT recmmend this company. They then tried to stick me with huge disconnect charges! Back to AT&T now and happy!

    Anonymous 2/8/09 3:32PM

  • I ordered vonage service. they took money out of our account, they sent modem, but we can't make phone call or receive call, its more than three weeks ..we don't have phone. even vonage CS ...disgusting..the keep on lying,,, another three days wait,,aftet that another two days wait..
    I did't know before..otherwise I would have stick with my previous provider..

    Anonymous 2/3/09 10:18AM

  • I ORDERED VONAGE AND FOUND OUT THAT NONE OF THE SERVICE MADE THIS SERVICE ANY CHEAPER SO MY WIFE TRIED TO CANCEL THIS SERVICE WITHIN THE 30 DAY TRIAL. IT GOT REALLY UGLY WITH THE COSTUMER SERVICE, THEY FIRST TOLD MY WIFE SHE HAD TO WAIT TO CANCEL BECAUSE THE EQUIPTMENT HAD NOT ARRIVED YET WHEN DOES THEN CANCEL, I THEN TRIED IT BECAME A BATTLE I AM FORCED TO PAY FOR A SERVICE THAT I CAN'T USE FOR A WHOLE YEAR AT 29.99 X 12= 349 DOLLARS

    Anonymous 1/4/09 2:56PM

  • You all are right! I have had Vonage for over 2 years now, and the service has been great, BUT, call them to disconnect! That is another story, I think it is best to pay a little more and be able to control your service. They want you to keep their service as a back up, along with your new service. Its not fun!
    A very un happy customer.

    buzznjan 1/2/09 2:38PM

  • I'm so irate with Vonage! I called into their call center to inquiry about services; gave my credit card information but Vonage never transferred my services. Several months later, I take a look at my credit card statement and I noticed they've charged my card several times. I called the company and demanded a refund becuase I never received any equipment or a telephone number from the company. They decide to tell me that their is a termination fee. I spoke the the account manager, Chris, her supervisor Jay and they tell me I can't get a refund. How can you charge a person for services never rendered? I would advise every and anyone to don't call to inquiry about services with Vonage because Vonage will lock you into an agreement without your knowledge!

    PISSED WITH VONAGE 12/22/08 6:27PM

  • They are scam! Horrible service and impossible to cancel service!

    Anonymous 12/5/08 2:42AM

  • I have a Vonage account and had them use my checking account # to make a payment and they could not do it, saying it failed, she suggested I get my bank on the phone, I did, the bank confirmed that there were no problems whatsoever with my account, that everything was perfect and that I had PLenty of money for the transaction. Vonage does not have their s**t together, but other than this, so far I just have a cut and dry account, it was coming out of my checkcard, and the reason I wanted to use my checking account is that I lose my checkcard once in a while or get a new one and I have to keep changing the info with Vonage, but they won't use a checking account # for continuous billing. RIDICULOUS.... Ugh..I am going to check into other phone options. Thanks for listening to my complaint... and I hope it helps someone else with their decisions!

    Gspice 11/25/08 9:59AM

  • I agree do not go with vonage! I had to argue with the customer service rep and her supervisor just to cancel my service. They refuse to give me my money back. Now even more charges?! That's just crazy. They have horrible customer service! I don't even now why they have their advertisement on this page.

    Miss J 11/18/08 10:39AM

  • Do not use Vonage! When you finally get to talk to their Account Manager, they'll try to get you to continue to use their service for free for either 1 or 2 months. Once you insist on making the cancellation, then you'll get hit with a "termination fee" for a month to month service plan! WATCH OUT for their deceptive billing practice.

    Anonymous 10/13/08 6:53AM

  • Do not order service from this company unless you are 100% sure that you are going to keep the service beyond the thirty days which Vonage advertises is a money back guarantee period. Wrong!!! I decide within a week of getting Vonage equipment that the service was not for me. The customer service rep that I talked to indicated to me that all I had to do was return the equipment she gave me a shipping number and I returned the equipment the next day within the 30 day time period. Now over a year later I get a bill from a collection agency saying I owe Vonage $175.72. I call Vonage and the first lady I talked to said that even though I returned the equipment the account had kept getting billed she put me on hold for a couple of minutes and then disconnected me. The second lady I talked to when I called back said that it was a disconnection fee even though I had cancelled within the 30 day trial period which she acknowledged so what Vonage is doing is offering a 30 day trial period saying no strings attached and then when you cancel within that 30 day period they hit you up with a 175.72 cancellation fee. If others have had this experience please post thank you.

    maryjasey@yahoo.com 7/7/08 11:32AM

  • Submit your comment >>
  • Good customer care.. They r very good in all.. Thanks..

    Nice Vonage 10/29/09 1:07AM

  • I have had vonage on lines in 3 different houses for the last 5 years. I have never had a problem that was not due to computer/server/comcast problems. Vonage reps have always been great. I just wish they were 24hour help. They need to get with it and make help at least available 7 days a week. I would recommend this service to anyone. One caveat...before you sign up for global service to 60 counties try by the minute pricing. It usually turns out to be cheaper.

    Happydays 9/20/09 8:46AM

  • customer service reps are friendly and very helpful. The Vonage network is very unreliable and not of good quality, but always get great help anytime I call customer service. They always know what they are going, I just always have some problems every couple of weeks.

    Qsi,Inc. 8/19/09 7:35AM

  • I had an issue with my fax working and after several tries I called the vonage # for customer service. I got Beth who was polite and accomodating . She went over and walked me through settings on my sharp fax machine . I rebooted all my hardware , she hung up and did some technical fixes and as she promised called back , sent me a test fax , I sent my original fax and it was all done. It was a stellar performance as far as i am concerned . Bravo Beth and vonage !!!!

    Anonymous 4/6/09 8:36AM

  • I like many of you had problems trying to close my account. I finally got it closed, only to see the annual billing amount show up on my credit card. When I called and said that I had cancelled the account and I wanted my money back, they said that wasn't possible and that I had to write to the corporate offices! What? I cancelled my account and they still processed the annual fee. Well, I found the phone # for the Executive Response Team at Vonage and thought, what the heck, I'll give them a call. Well, to my surprise, someone called back, listened and is crediting my account! Oh, that number? 1.888.580.4020. Hope it works for you!!

    Anonymous 3/25/09 7:19AM

  • Vonage was great for me (good call quality, etc), but after I found Magicjack for $20 a year (that's right, about the cost of one month of Vonage), having Vonage really made no sense anymore. Sure, it means I have to have my computer on to receive calls, but I used the Vonage line so infrequently, it didn't make sense anymore. I've been on the phone with a very courteous customer service rep for about 10 minutes as they continually try to keep me as a customer (free 2 months of service, who knows what else they'll offer next). I had to tell her that I wanted my account canceled no matter what.

    goodride 1/2/09 3:43PM

  • I have used this service for over 2 years. No problems....saved some cash as well.

    randy 12/18/08 9:27PM

  • I have been a Vonage customer for about 4years now and have never had a problem. They are great.

    Ouch-splat 12/1/08 5:37PM



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866-243-4357
Executive Response Team
888-580-4020
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