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Review by vjd27 
Posted: 4.2 years ago
member for 4.2 years, 2 visits, last login: 4.2 years ago
 Bronx,Bronx,NY
 $25 per month
 "none"
 "non existent customer care"
 "not worth the pain and the suffering"
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Ease of Installation:
Call Quality:
Reliability:
Tech Support:
Value for money:
(ratings well below consensus)
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My friend referred me to vonage since he had been using for quite some time with out any problem. I hadnt the faintest idea of what I was getting into. Signing up was a breeze and they were very prompt in sending the router. DId everything as per the instructions. Configured the router, hooked up the phone. Could access the internet without any problem. But DID NOT GET ANY DIAL TONE. Thought no big deal at that time, called up CS and the nightmare started. Dealt first with level 1 support (who by the way are the most courteous of the entire team). Got them after 20 min hold. They told to reboot the modem/router several times without any luck. The problem was escalated to level II support. A triage person took the call, noted down the problem and told me a technician will be with me shortly. I told her that I have spent over two hours already and please dont put me on hold for a long time. She said "no no, that wont happen" and the elevator music started. By now my patience was wearing thin. After 33 minutes a level II tech came. Told me to do various things with setting of the router. Spent another 50 mins. Still no dial tone. Then he said maybe the firmware needs to be upgraded (how frustrating, like a buying a brand new car only to be told it wont run unless a new upgraded engine is installed). I asked him whether he is going to "upgrade the firmware". He said no and that he will have to transfer me to a another technician. My heart just sank. Because that meant another 60 to 90 minutes wait. And indeed that is what happened. After being on hom for another 90 minutes I gave up. I had already spent four and half hours and it was 2 am in the morning. Took a deep breath and went to sleep angry and frustrated. The next day I called up CS, quickly told level I support about my previous day experience and that I needed to upgrade the firmware so that I get a dial tone. They didnt waste any time and routed me back to US for level II support. After another 45 min hold I got to speak with a human. He tried various things and finally gave up after one hour. Said maybe my router was faulty. They promptly sent me a new one. Even that did not work. Spent another six hours with various techs without nay luck. Even called up Linksys technicians (fantastic CS in philipines) and optimum online. Ofcourse there was little they could do. And then started the cancellation process. Let me warn you that vonage is very quick to sign you up and but will cancelling their service is as painful. After multiple calls I finally cancelled the service today. Have to wait and see whether they actually refund all the charges they have made on my credit card. I know I am in for another long battle with their billing department which is reputed to be equally worse. In midst of all this, I have sent several emails in last two weeks. No reply to date.
My advice: try vonage at your own risk. If it works be happy. If it doesnt dont try calling their customer service which is non existent.
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