Vonage Customer Service

User Reviews, Ratings and Comments

Vonage customer service is ranked #186 out of the 630 companies that have a CustomerServiceScoreboard.com rating with an overall score of 45.23 out of a possible 200 based upon 156 ratings. This score rates Vonage customer service and customer support as Disappointing.

NEGATIVE Comments

131 Negative Comments out of 156 Total Comments is 83.97%.

POSITIVE Comments

25 Positive Comments out of 156 Total Comments is 16.03%.

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Viewing Vonage customer service complaints
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Vonage sales management has been run by a bunch of crooks. Watch out and never work for them or sign up for their services.

Anonymous 5/22/13 12:12PM
I am a former Vonage customer who spent the better part of an hour and a half getting through to a representative in the states. All I wanted was to have Vonage stop sending me mail solicitations on what has become a nearly weekly basis. Instead of assisting me with this simple request, I was shuttled between offices in East Asia and Latin America. The last person in one of the South American offices told me that there was nothing he could do and no "he could not transfer me." I had to either "talk to him or no one." I finally got a hold of someone in the New Jersey office who offered to help me remove my name from your database. If this sounds like an over reaction it is only because my past customer experience with you was so dismal. I had hoped to never contact or be contacted by Vonage again.

Anonymous 5/20/13 2:28PM
The only problem I've had with Vonage is their outsourcing to India. I cannot understand the dialect, which leaves a person very frustrated. C'mon Vonage take it to the USA

Anonymous 5/18/13 8:44PM
After all of these years with Vonage, your unprofessional customer service has broken the camels back and I am going to drop your service. In all the years with you I may average a call a year to customer service. Thus I do not appreciate any CSR trying to pin shortcomings as a fabricated problem that does not exist

Anonymous 5/15/13 9:04AM
The worst company ever!!!!! They charge to much... They are going to tell yew something else and charge yew something else.... M trying to Sign in online to pay my bill but i can't...

Zaheer baber 5/6/13 2:55AM
I have been trying to reach the marketing department of Vonage. I wrote to support and was sent an address but it didn't work. Tried twice.

Helen Dunn Frame

Grandi 5/5/13 1:42PM
I signed up Vonage service to use while I am traveling to China. However, China telecom blocked Vonage service (Vonage tech support told me that their phone adapter is being blocked), although it is not their fault, but Vonage should let users know the possibility before sign up their service, and now I been charged for the early termination fee for a service that I am not able to use at all.

Anonymous 4/20/13 9:53AM
I've been waiting patiently to receive my promotional incentive prize for more than a month. I logged on to vonage webpage on 9/30/2012, began service on 10/2/2012, and still a customer. Tell me why I haven't received the "$50 Visa Card and two movie tickets" offered my "getbasictalk.com/buy 18", after mulltiple calls to customer service and emails to corporate board of directors.

DeeDee S 3/25/13 3:01PM
Vonage is an SCAM COMPANY! They advertise UNLIMITED CALLS but in reality it comes with 3000 Minutes of talk time only!!! What a false ADVERTISEMENT!!!! Beware of Vonage - They will wreck your CREDIT for life!!!!

Juan 3/8/13 1:26AM
I find the customer service agents are quick to put down the phone in one's ear, if it sounds like they do not want to handle the problem. This happened to me twice with the last few days. The first time was after the agent argued that my Mac had to have an area to plug in the ethernet cord. Apparently he did not know that there were new computers that needed an adapter to use it. Also, is it me, or do I sense that these guys from Asian countries are intolerant of women who question them?

thorag 3/4/13 5:36PM
I have never had a frustration with Vonage

but now I am so frustrated.

I call the phone # customer service

then I get several minutes of trying to sigm me up for a trip to the Bahammas ...

call back and then get trying to sign me up for a card for walmart ...

COME ON - I called for business ...

after listening for several minutes, I was advise to hang up and call another vonage #

I will not put up with this ... if this continues, then I will switch carriers ...

Finally got someone who did his best to answer by question about international calls

Dan Amerson

Anonymous 3/1/13 6:34PM
I purchased a Vonage calling card. I read all of the information very carefully regarding the dial in number, etc. No where did it say that there would be long distance charges for the access line. So, every time I made a call, I used up minutes (dollars) on my Vonage card AND got charged long distance fees for the entire duration of the call. When I contacted Vonage and asked for a reference as to where it was stated that this would occur, the only response I got was there would be no refund. What a rip off.

Mad User 2/20/13 8:39AM
If this company does not get tech support who speak better English and who know what they are doing, they will never get a good rating from me. I have spent over 3 hours trying to get help and one agent even hung up after he had me switching cables for a half hour. The instruction about how to get the number transferred is not clear and now I do not have a number at which I can be reached. I am so angry!!!!!

katydid 2/15/13 7:10PM
I have very good internet service and one day the service just stop. I called customer service and was on hold for a hour and the call was dropped I called back and the same thing happen. By the time i had a chance to talk to the i was irate and the lady i spoke to was terrible she was very rude and she refuse to tell me her name when i asked.

holmdel residen 1/17/13 1:48PM
People please never use VONAGE, is the worse thing can happens to you. I close my account and they keep charge money to my credit card. I have to cancel my home number, close my credit card, many months of strugle trying to reverse the charge.
People who work there so ignorant, not professional, not body know what is doing and they lie to you. Never get VONAGE!!!
one of the worse nightmare of my life!!!

Tatiana 1/15/13 3:06PM
on the cell phone with tech. support over 2days and five hours. my phone is not working .i cannot make a call. when i receive on the cannot here me . try this than that my cell goes dead an no one follows up on the problem. cell. what happened to the service. it was excellent for 4 months. Help s.w.1-2-13 also 3hrs. on1-3-13.

cheche 1/3/13 12:47PM
Vonage customer care has the best of worst customer representatives i ever encountered. They are the most arrogant and stubborn people on earth, rather than trying to solve customer's problem they straight away say a big 'NO' when refund comes into the picture. They just know how to trap people and loot us. We were a loyal customer from last 3 years and suddenly there was some visa issue and we had to leave the country on urgent basis. At that time we called the customer care and asked to discontinue the service, then they convinced us that they will keep our account on hold for next 6 month and we don't have to pay anything. As he was just continuously requesting us we agreed to it. Somehow we missed to call them exactly after 6 months and our billing date is 19th, we called(7th month) them on 19th Dec itself and they denied to pay our money back. They charged us on the credit card for the service we didn't use of $24.99 + tax for past 2 months. As we are not using our credit card we never logged in the bank website to check the bill and there we were charged some $30 fine. They are so horrible and pathetic, when we requested them to credit back our money they told they can only transfer to the account and we have to use there service. They cannot revert back to the credit card. They just know how to trap the customer and take money from them. I will never recommend anyone to use Vonage service.. There are better VOIP service providers. Please don't use their service.

Swati 12/20/12 3:38AM
yesterday i get the vonage new service of world plan and i told them that i am returning customer and i already have old adapter with me then sale representative told me that we didn't order new adapter for you and you can use your old one and just give me your old adapter mac id so i gave to her then she said that your service start in two hours but its not then i call again tonight then customer service lady told me that you have issue new adapter but its not mail so i stop the new adpater to mail to you then she asked me again mac id and sha said me that i registered your mad id then your service start in next two to three hour but service not run then today morning i call again then guy told me that your adapter not registered so i need to registered your adapter then asked me again mac id , then he said that i call the engineer and tell about activate your adapter and your service start in next three hour but its not. today i call again in 7 pm but the lady said that we worked out and serive start in next 24 hours then she transfer me to another guy and i was telling my problem but he talked with girl and his name is chris , when i said that sir you don't listen to me why? then he say that you wanna cancel your account . its totally horrible , i never expect to this kind of service from vonage. i am very disappointed and now i am waiting for my service and i don't know what i need to do? please help me.

JESSE 12/15/12 6:07PM
Day and Night! I called about a simple question regarding my billing (am a new customer) my first call went to India (assuming due to strong accent) the lady could not help me at all and at first seemed to have taken my call without being ready for me I just heard a busy room in the background for about a minute or two of me just saying "hello?". She was terrible just kept repeating what I paid last month. When I asked for a supervisor she said they would just tell me the same info, and that i did not have pending charges even thought I could see clearly on my account that I had pending charges which I wanted to understand further. I hung up frustrated and called back right away hoping to get someone else. This time I landed in Mexico on the phone with a very nice lady who spoke perfect English and who helped me with my questions.
So for me to rate this I would give it complete 1's for the first call and all 10's for my second call.
Vonage please get yourself together, because based on that first call I was about to cancel my service with you! When I call at&t for my questions with cell or billing questions they have all been within the U.S. and it is so nice to see that. Support American Jobs.

ESLL 11/28/12 11:27AM
this is not my first time being unable to make a call to Bucharest Romania - my family.
Today after numerous attempt to contact Romania via phone, I called the customer support-
I was on hold, then My call was transferred to someone that spoke Spanish which I do not speak.

I was on hold for more than 15 min.
At this time, I am so frustrated with your service-- you increase my rate without provided any quality to your service.
Please fix my phone so I can call my sick mother in Romania-

Last week I have a similar experience -- and again I lost a lots of time.. besides my entire system crushed while troubleshooting with your technician,
Now 30 min later the problem has not been solved

Doina

Anonymous 11/22/12 8:22AM
Vonage,

I have had the horrible customer service help with Vonage that I have in all my 56 years on this earth. First off I was given the wrong information regarding my alarm system being compatiable vonage. Secondly when I called to cancel the service, the vonage staff was tyring to charge me a early termanation fee. I ask for a supervisor and the she cleard sit up, I was instructed they would wave the fee, due to me being provided with the wrong information. Third I received the e-mail account and they charged me the termination fee anyway and I called and someone else said they would remove it. Finally, I phoned on 11/20/12, to have vonage disconnect service immediately and was told they couldn't do that, because I was scheduled for turn off on 12/1/12, I ask if I could speak with a supervisor, which I was on hold for 35 minutes. I spoke with the supervisor qnd after going back and forth about the disconnect and I said I understand the terms, because she kept saying your phone in not connected with ATT and I said yes it was because they were at my home to check and make sure it was working. Then I receive an e-mail with a balance of $4.40, which I don't understand. I would never refer, nor recommend Vonage to anyone.

Rhonda Carr 11/21/12 11:27AM
What the heck vonage... You guys said UNLIMITED CALLS TO THE PHILIPPINES TO ALL GLOBE NUMBERS....AND WHAT THE HECK your saying that we didnt follow the terms and condition because of our called patterns..before we sign up no patterns and limited phone calls are explained to us.. and now its too much crap that well be charge for 9 cents per minutes because of the call patterns and usage and abnormal...what the heck? when all we did is call the globe numbers back...and one thing when we signed up the vonage for the first time we had a cox telephone and without knowing they cancelled our cox telephone and replace to their service and we got charged for early termination for cancelling our contract to cox..how screwed, we didnt even authorized them.. and we cant do anything but to pay the darn thing.. I cant believe this phone company..you guys sucks..

Joana 11/13/12 10:14PM
I bought VONAGE INTERNATIONAL CALLING CARD via Online; The Access Number tha vonage give me is BUSY or is difficult to get line;This Calling Card not had costumer service o technical support. Is good option for to call mobiles Outside EE.UU;

ALDO2 10/31/12 7:55AM
i was misled into the terms of service,was told there wasn't any early termination fees,and the bill was way more than i signed up for and their customer service was terrible.
liars and service wasn't anything to write home about ,will never do business with them again.

Anonymous 9/23/12 3:03PM
Initially they will charge less but after some days they will say the usage is not home user. They will increase the service plan without notification. Very difficult to disconnect to cancellation. At present customer care service is very worst. I'm looking for better service other then vonage.

AQSW 8/16/12 3:53PM

Submit your comment >>
Vonage customer for 3+ years ... fantastic service/rates/tech support ! We have VonageWorld w/a virtual number. There has only been one (1) rate increase and that was $1/month (other than taxes/fees that all phone providers are required to have).
BEST: Tech support is spot on correct, friendly and KNOWLEDGEABLE. Even some of the outsourced reps make a point of speaking clearly. If one sends an email, the response is direct and to the point .. none of the canned response junk.

Just wish Vonage would offer "call blocking". However, most Panasonic cordless phones have that feature.

Vonage is GREAT. Don't even consider VOIP phone service thru Con-cast or the others.

Midwest 11/25/12 5:44AM
I have been a vonage customer from the start(first 10,000 customer) and while ome times over the years the service went thru some growing pains, I have been very happy with my service. I would recommend Vonage to any of my friends or family! Keep up the good work

Jeff Koistinen
Marana AZ

repoanything 8/29/12 12:35PM
vonage is giving very poor service to customer and sueing them for very poor mobile service to dont do business with they owe me lot money .refund money back to my card now

Anonymous 5/18/12 9:38PM
People that usually have a problem with Vonage usually are quick to judge. First of all when people have audio issues typically its due to the internet service which can be fixed usually with a tech visit. Second of all there are complains about the price when the general public doesn't understand that alot of these taxes and fees are imposed by the govt since they started charging VOIP companies. As far as I know the price really hasn't changed since the beginning. International callers abuse the amount of calls they make which in turn effects other customers so there has to be a reasoable use policy which almost all VOIP companies have now!

Speaking of International please tell me what company does not outsource these days. And if they don't there is usually judiciously long wait times double triple of that from Vonage or they just have online chat support which is a joke.

People are under the impression that we have contracts which is not true. IF anything they just started one year agreements recently but you also get really good deal as well as a diminishing disco fee thru the year. Tell me what company that does that.

I also hear customer that say they dont notice they are being charged for months or years. Are you kidding me I check my statements atleast weekly.

So if anyone wants to bash Vonage go ahead but do your research first. Don't tell me anyone like Magic Jack or Net Talk has more features and dont tell me that Vonage did not start International calling at an affordable price from both home and cell phone first.

fastnfurious18m 3/15/12 8:36PM
Excellent Service. Tech understood and made immediate Correction.
Vonage service is second tp none.

Ken1st 3/11/12 6:18PM
Great service, never a problem, saved me a ton of money over the years.

ironman 11/18/11 6:39AM
hello,my name is nikita dailey and i just recently signed up for vonage home service and i want to just SHOUT out to all my friends and family how wonderful you guys are.I am so pleased with the level of customer service i received.im loving it and just wanted to say thanks so much.I wish i would have known about vonage a long ago,but im glad to have your services now--special kudos for customer care rep pam kerns who really knows how to make a person feel special,she was so caring and informative and actually called me back to update me on my phone number transfer because she knew i was worried about it,thanks ms kerns and thanks vonage for hiring such caring people.im looking forward to being a customer for a long time to come.

nikita dailey 10/11/11 6:29AM
vonage customer service is exemplary..
They appear to be trained to stay on the phone until they resolve the issue.. They are empowered.. adn there is little wait time..

cafebarba 9/7/11 7:05PM
I have had Vonage for about 6 years and LOVE it! There have been times when I have had issues, but that is true for any company.

Some of the issues I'm reading about here may be due to their type of internet connection. The better your line-speed, the better your sound quality. So if you have DSL, for example, you WILL have sound quality issues.

I recommend the service on a regular basis and those that have signed up have had great results as well.

My ONLY complaint is that when I have had issues in the past, the outsourced tech support was diffucult to deal with, but domestic support is excellent.

Vonage CX 6/9/11 7:30AM
Today was my first time having to use technical suppoet and Ty was my customer serive rep. and his service was good.Thank You Ty, Molly

Anonymous 4/6/11 8:11AM
I have had Vonage VoIP service since April of 2008. The only problem I have had is the Modem died and I had to buy a new one, pretty pricy. I recently decided to modify my service and the customer service rep was very helpful in helping me select a more cost effective service. I've had a few glitches, but everytime I call customer service they are helpful. My experience with Vonage have been glowing examples compared to other providers such as Verizon and Comcast.

PistolPete 12/20/10 6:34AM
Keisha help me ms gibson with connecting my services she did an awesome job keep up the good work and give her a raises she was great and thanks to you all for the services

Anonymous 8/25/10 8:47PM
I have had Vonage phone service for a year with out any problems. I can recommend the service without hesitation.
I just spoke to a customer service representative and she answered all my questions concerning lesser minute plans quickly and fully.
My only concern is the cost rises but so do all my other cable and high speed internet services.

Anonymous 7/14/10 1:13PM
I have had vonage since Oct 2005. yep, five years almost. No issues, oh once in awhile i can't get to the web interface but not often, I forward my calls to my cell when I am at work, they sent me a new modem after mine was three years old. Hooked it up, five minutes, it worked fine. When my power went out for five days, due to an ice storm, vonage service forwarded all my calls to my cell phone, no missed calls. I have a virtual number for my sister to call me from CA, I had an 800 number for awhile as well. I still love this service to this day. And the price is right. All my family live out of state so the phone bill was going to be outrageous with any other service, not vonage, its 25.00 a month...for the last five years. No surprises. yep they have my credit card, yep they charge it every month, nope no one has ripped me off yet. Guess I have just had excellent luck.

Anonymous 5/21/10 10:03PM
Pleased with response. Kyle very helpful. HELEN WHITE

Anonymous 5/18/10 11:32AM
My name is Richard Bruyn and I had purchased a Netgear wireless-N300 Router.
Had problems hooking it up in conjunction with the Linksys broadband Router to the point that I was going to return it to Best Buy.
But before returning it I called Vonage and a gentleman by the name of Tyrone Williams walked me through the whole process. It works fine and I am very grateful for that.
Sincerely,
Richard Bruyn
Goleta, CA.

R.Bruyn 5/5/10 12:14PM
I have been with Vonage since 2003. I think they are great. I have not been 100% happy all of the time, but who has with any company. They have saved me thousands of dollars.

I do NOT work for them, I am a customer.

BrainStorm 4/21/10 12:03PM
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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