Review by Yikes2000 
UPDATED: 34 days ago
member for 8.2 years, 2518 visits, last login: a few hours ago
 Irvine,Orange,CA
 $30 per month (24 month contract)
 "Offered Discounts After Complaining"
 "Hidden Fees and TOS Traps"
 "Cheaper than AT&T, but more expensive than other VoIP's"
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(ratings match consensus)
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I have Vonage for a year now. During the first 4 months, the V-Portal device would disconnect from the Vonage server for no apparent reason. After numerous reboots and complains, it was fixed -- more or less. Occasionally, incoming phone calls still get forwarded to the backup phone line even though the V-Portal device shows no sign of a problem, and I can pick up the Vonage line for a dial tone.
The biggest problem though, is the hidden fees and TOS traps. For the $24.99 plan, they added nearly $5 of fees. In June/July 2009, they increased it by $0.50 via shuffling -- decrease one fee by $0.50, but increase two other fees by $0.50 each. I called and complained. They offered me a discount of $14.95/mo for 6 months.
I have a 2-year contract, during which I will pay $40 early termination charge if I cancel. However, if Vonage raise their prices or make "material change" to their TOS, then I may cancel without paying the $40 termination charge. There is a few problems with that. First, they don't have to email me about TOS change or price increase. Second, E911 or other feature add-on are exempt. Third, it takes 10 business days to port a phone number to another company. In summary, Vonage could raise their fees or charge new fees for a feature, and I have only 16-17 days to notice it in TOS and initiate termination, otherwise I'd be stuck paying the price increase or $40 termination fees (or both).
UPDATE 10/22/2009:
Vonage changed their TOS on 9/2/2009. Althoughthey didn't raise prices, the new TOS gave them more ways to raise prices while keeping me locked into my 2-year contract. So I cancelled my service for "material change" in the TOS.
(TOS) Section 15 gives me 30 days to cancel without the $40 termination charge when there is a "material change" to the TOS, but it took ***22 DAYS*** for Vonage to port my telephone number to another company. By the time it was done, the 30 days has expired. I don't think that's a coincident.
To get around this, I called within the original 30 days and asked how long it takes to port my phone number out. Then I asked if I should cancel before the porting is completed. Of course they said no. I requested the agent to document my phone call and give me a confirmation #. After the number is ported, I immediately called back to cancel service and request a waiver for the $40 disconnection fee citing my previous phone call. At this point the agent cannot help me with the waiver because it's past the 30 days, but she documented my request and gave me a second confirmation #. Next I filed a dispute via email (see TOS for address). When someone from Vonage Corporate office called back, I explained everything from the beginning and asked for the $40 waiver. She gave it to me.
Cost was the primary reason that I cancelled Vonage. Although they advertise $25/mo, it's close to $30/mo with all the hidden fees and taxes. If you complain enough, then the agent on the phone might offer you $12.50/mo (add $5 for fees) for 12 months. That is still more expensive than other VoIP's.
Vonage is a good replacement for AT&T and other traditional phone companies. The initial setup was easy and I saved 50% per month over my previous AT&T phone bill. Now I am ready to try a cheaper VoIP.
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