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Review by realmike4him  - Location: Pompano Beach,Broward,FL
- Cost Contract price not specified. (5 month contract)
Bad "The Worst Customer Service."
Overall "Epic Fail (almost 5 months to achieve total failure-read on)"
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I sent this email to vonage after months of trying to simply transfer 3 phone lines,after dealing with over a dozen different techs(who only seemed to know 1 thing-Pass the ball !!!) Fed up, I sent this email which got a response from the Executive Response Team , apparently only nasty responses get attention ! Here's the email I sent -" you (VONAGE) really totally suck, I mean how many months to try to do a number transfer, and fail (EPIC) over & over, and different people every time supposedly trying to help, I'm surprised you haven't run out of people who don't mind at all to leave every thing to your high tech system that should be re named GLITCH !!! Not a single person willing to go against the system & simply take the ball & run with it, something they used to do in a bye-gone era called customer service, something apparently your company doesn't know the meaning of."
The executives also passed me down the line, bottom line- almost 5 months over 80 emails ,over 12 different reps,they couldn't set up & transfer 3 lines. I would not recommend anyone use this company because if you have a problem you're on your own. Yes there is a reason why they are so cheap!
Fair warning: reviewer joined this week
updated 4 days ago
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| Review by Scilicet - Location: Aurora,Arapahoe,CO
- Cost: $35 per month
Good "Good to stay away from. Look elsewhere."
Bad "Terrible tech support"
Overall "Doesn't 'Sound Good.' There are better services available."
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No longer a customer due to unresolved technical problems. Supported features have not kept up with the industry standards nor customer demand. Has become excessively expensive. I cannot recommend Vonage. If Vonage was as good as they claim to be, they wouldn't have to advertise on TV during almost every commercial slot; their service would sell by word of mouth. The supplied Digital Adapter (ATA) is so cheap that they don't want it back when you cancel. "Sounds good?" Not for me. Now using »www.itpvoip.com/ without problems and an increase in features. Vonage has become the GEICO of telephone service.
member for 8.4 years, 1425 visits, last login: a few hours ago
updated 89 days ago
Comments:
| Review by massis - Location: West Hills,Los Angeles,CA
- Cost: $38 per month
Good "Cheaper than regular landlines."
Bad "Mediocre service, and worst customer service."
Overall "There are many other providers that charge less for the same service."
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Be careful with Vonage, they will any trick to prevent you from switching your service. I've been trying to port my phone number from Vonage to Ooma for over 2 months now. Vonage keeps rejecting the port request with for erroneous reasons. Meanwhile, I am forced to pay Vonage to keep my service active as they keep rejecting the port request.
I've called them several times to resolve the number porting rejections. Each time I get a totally different explanation. The last time I called, they told me that Ooma must be rejecting my port request. They also told me that they have no record me my previous service calls, and they have no means of tracking any port request rejections.
I have repeatedly asked service reps to have a manager call me. I haven't received a single callback yet.
member for 114 days, 1 visits, last login: 85 days ago
lodged 114 days ago
Comments:
 | | Cancellation - Crazy Generous - You Wish - Stay Away! Having been a Vonage customer for almost 8 straight years, I decided to cancel the service. Primarily because there are other VoIP services out there equally good, if not better, such as MagicJack. And whose customer service does not suck brilliantly, like Vonage's.
Vonage has a tag line - Crazy Generous. Their customer service is crazy for sure. And generous they are not, by any standards.
There is no option online to cancel your account. You are billed in advance. And you have to work with "customer no service", who tries to trick you into signing up for something you dont want.
My billing cycle ended y'day. And when I called in today to cancel, they had already billed me for the following month and were unwilling to refund anything whatsover. I was a loyal customer for 8 straight years, and I hardly used their service at all. The customer service representative had no communication skills whatsoever... talking to someone else while I was on the line every other minute.
It was downright pathetic that they were unable to cancel my billing the very first day of the billing cycle. And then to top it all their tag line "crazy generous" adds to the pun.
Recommendation: Stay away and go with MagicJack! | |
| | | | | | Re: Cancellation - Crazy Generous - You Wish - Stay Away! That is exactly what happened to me!!
STAY AWAY!!! I tried to cancel and they talked me into another service that I didn't want. They quoted me $9.99 per month however, with taxes and surcharges, the monthly charge was actually $16.95. When I called back to cancel again I asked for a credit for the couple of months I had paid with no usage and they denied the request.
Their customer service is the worst. They don't want to help out the customer at all. They're only interested in getting your money. Customer "No" Service is right!!! | |
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| Review by UFO BOGIE 1 - Location: Wichita,Sedgwick,KS
- Cost: $25 per month
Good "Fair Service, support Pretty Good ???"
Bad "Over Priced"
Overall "Dropped Vontage, went to a GO Phone"
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I had ATT. for about 6 years , got tired of them, always took to long to talk to a PERSON.. Time for a change . So I went with Vonage, Just have had the service about 60 days so far, & Very Happy I made the move so far,.. I like the cost, and the extras you get, a lot more for free, that you have to pay for with a land line , so far I really like the service, Tech support has been a lot better too. & there cheaper too.. Will let ya know how it goes in a few months. Update...7/2/08... Vonage..Rocks.. Very Happy with the service.... Glad I made the move to Voip. 2/1/09.. And Vonage is still giving me pretty good service.. Think I'll stick with them.. 8-25-09... Dropped Vonage..Thay are getting to expensive . so I got me a Go Phone & run on it & Magic Jack this is workin pretty good for me,, I'm not on the phone that much.. so now my phone bill is running about 120 bucks a year...(; Happy-Happy
member for 5.4 years, 43 visits, last login: 184 days ago
updated 184 days ago
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| Review by rsriram22 - Location: Lexington,Fayette,KY
- Cost: $36 per month
Good "best call quality.zero downtime in last 6+ yrs"
Bad "escalating per month costs over a period of time"
Overall "easy to install (plug-n-play). not so much woth for money IMO"
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been a happy customer of vonage for the last 6+ years. great service; zero downtime. no complaints. have been using the same VOIP adapter since i subscribed to them long ago. (linksys RT32P1)..
only reason for me to take my service elsewhere (read:Callcentric) is due to the per-month cost. I figured out that for my usage, Callcentric+obi will do the job.
vonage otherwise is just awesome!
member for 7.1 years, 109 visits, last login: 43 days ago
lodged 341 days ago
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| Review by frogli - Location: Yaphank,Suffolk,NY
- Cost: $16 per month
- Install: about 2 days
Good "GREAT SERVICE CALLS VERY CLEAR"
Bad "NONE"
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Price went up to much. Got the triple play from cablevision. Bye bye vonage.
LETS JUST SAY IT IS GREAT... ORDER IT NOW DOWN WITH THE BELLS
6/30/04 it has been the best. tech support is great. I have e-mailed them and called them and both times they have reponded in minutes..... I LOVE THIS SERVICE. Never going back to Verizon Or Optimumvoice(cablevision)
11/30/04
911
Well I had to call 911 the other day for my son. He had trouble breathing. I called and they ask the address and with in 3 seconds I had the local fire department on the line asking me questions. It worked perfect. You just have to give your address to them. I had a Suffolk county cop at my door in less then 3 minutes from when I called 911. Very happy with the service after over a year. tech support has gone down but still better then Verizon.
p.s. My son is fine
5/12/05
After over a year with Vonage I have now ordered SUNROCKET. I was happy with Vonage till my wife told me we were getting dropped calls and i tried to call tech support. Well the process so far to order is easy lets see how many days it takes for the gizmo. STILL NOT GOING BACK TO VERIZON
member for 9.9 years, 166 visits, last login: 80 days ago
updated 355 days ago
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| Review by CMAdvocate - Location: Fresh Meadows,Queens,NY
 Business customer- Cost Contract price not specified.
Good "Reduce cost & simple setup"
Bad "Drop calls frequent one way connections (either they can hear you or you can hear them) Poor problem resolution Poor call qualit"
Overall "Not ready for main street."
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BUYER BEWARE!
My experience with Vonage has been less than stellar. In the three years which I have had the service I have had numerous outages. At each outage I have called and have been routed from uninitiated initial techs to techs that say, “yes I see your problem” but aside from the reboot/reset of the system can provide no additional support. Escalating to the next level tech begins a patch work process of going to third party sites and checking QOS, Ping test (speedtest.net), mycooltools.com. They have had me modify my setup on two occasions which led to temporary consistent service but back to dropped calls, not hearing call parties or them not hearing me.
Three months ago I was walked through the process of putting the device on a DMZ of my network. Three months after this change I have I experienced a half day outage. While Vonage in their Terms of Service do not provide a Qos criterion, the FAQ does say they provide service comparable to Mobile/home phone. In my experience the service they provide is in no way comparable to these services. At the end of the day, I just want a phone that works. Vonage does not provide this for my business.
Finally, being in a contract which I’m forced to remain on the network is even more of an impediment to moving to another service.
I would suggest to anyone who needs a phone for consistent on demand service choose a different solution.
Advocate
member for 1.1 years, 0 visits, last login: 1.1 years ago
lodged 1.1 years ago
Comments:
| Review by northalabama - Location: Huntsville,Madison,AL
- Cost: $15 per month
- Install: about 7 days
Good "No Equipment Costs"
Bad "Issues With Dropped Calls, Dead Air"
Overall "Stay Away, Too Many Price Increases"
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12/26/11 - Received my $10 check as part of the Vonage settlement for their billing $10 for the first month of service, even though it can be much shorter than a month. I filled out a form that was linked on the Vonage website, never thought I'd see anything, pleasant surprise, too bad I'm no longer a customer, and never will be again...
5/26/11 - Just received an email on 5/25/2011 my rate was increasing 20%. I called customer service, and they agreed to let me continue my current rate plan at the current pricing, with half the minutes. How nice of them! At this rate, they are increasing my bill by 40% yearly. This was not a promotional rate, and I have only been a Vonage customer for 6 months. I'm not hanging around to find out what's next. Porting my number to VOIPo. I'll let you know how it goes. Bye, Bye, Vonage, don't let the door hit 'cha...
12/7/10 - New to voip, just disconnected my landline for the first time ever (sniff, sniff), and I couldn't be happier. Low usage plan for $10 a month, no contract term, no up front costs, the number was ported right away. There were a few dropped calls at first, but a little tweaking of my firewall seems to have cleared that up. Tech support is worthless unless you're from India, as they do not understand American English. I'll update in a few months.
member for 12.3 years, 371 visits, last login: 34 days ago
updated 1.5 years ago
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| Review by fixrman - Location: Hatboro,Montgomery,PA
- Cost: $31 per month (month by month)
- Install: about 10 days
Good "The cost, at least initially."
Bad "Customer service, lousy phone adapter, tech support weak."
Overall "Find something else."
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Signed up April 2005. Many outages, necessary to reboot adapter often. Poor phone quality, echoes, choppy audio. Tech support usually outsourced, like everyone else they all want you to follow along with their script and test, test, test. They need to realize that folks don't habitually change jacks and locations like socks.
The price has been going up; I dropped Verizon because of that. It is still cheaper than a POTS line.
I got tired of rebooting the adapter 4 times a day, so they sent another RT31P2 "refurbished". It was OK for a couple of days. They don't want to send me the Motorola unit that my friend was able to get because mine is "out of warranty". I say so what, since it is needed for the service. I am very, very close to just dumping them, because I cannot trust or justify their "service". I have had to reboot the adapter at least 6 times over the last 3 days - no good.
BTW, my friend's modem is also out of warranty. Perhaps they don't want to send a new modem because I am month to month. Silly, because on Monday I am going with the cheaper Verizon Voice Wing.
VoiceWing is installed, LNP LOA is ready - bye, bye Vonage!
10/27/07 - Number transfer is complete, Vonage adapter removed. Funny, every time I pick the phone up now, there is a dial tone! I can make and receive calls! It is cheaper than Vonage. Why didn't I drop those incompetent boobs months ago?
11/15/07 - After several calls to cancel, I finally get through. I am not taking a day off work for that, and the hold times were very long. Of course, the "Account Manager" "Sheila" was very condescending, a liar and trying to say that I wouldn't have phone service if the disconnect was performed. What a joke. I haven't had the Vonage adapter connected for a month or more. How very interesting that she asked me why I cancelled the Motorola router I requested - especially since it said right on the screen that I had cancelled the third Linksys reconditioned router. Good riddance!
9/21/08 - After not having Vonage in almost a year, I don't miss it. Cell phone calls still have better quality, and now we have 1 bill and four phones (Verizon VoiceWing was a bust as well). Lower price, better mobility. What is not to like?
02/24/12 - We have VoIP at work, and it works much better than it ever did in my home - but I am not going to switch back to Vonage. FiOS and Comcast are better, with FiOS being the most reliable.
member for 10.6 years, 1527 visits, last login: 3 days ago
updated 1.6 years ago
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| Review by AbleinTruth - Location: Beverly Hills,Los Angeles,CA
- Cost: $50 per month (24 month contract)
- Install: about 30 days
Good "NOT anything... ZILCH!"
Bad "EVERYTHING... where do I begin??? It has been a HORROR SHOW. Oh my GOD!"
Overall "NIGHTMARE from HELL!"
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Events and TIMELINE
2003 became their VoIP customer; entered into Vonage's beta program; was DISASTROUS! Jumped out after three mos. and went with AT&T CallVantage. The BEST VoIP service... ever!
Left AT&T CallVantage service because they didn't allow their boxes to be used internationally; wept when I had to leave that premiere quality service (technically) company; they were AWESOME! YES, they were!
12/2006 - Went to VYL Media... very poor technology and a HORRIFIC owner name Denis Smith. Signed up with them in December of 2006 and left them in March/April 2009. Too many technical inefficiencies and the owner Denis made it WORSE because he got tired of all my technical issues so he canceled my account! So much for Customer Service.
2009 back to VONAGE because of all the promotions, FREE this,,, FREE that and thinking they must have improved; they did NOT ... they have gotten WORSE!
1.) Call-Waiting does not work; it has NEVER worked for me!!!
2.) They route calls to the wrong phone numbers or dead-end the calls with a recording that says number is disconnected or non-working; can you imagine? NIGHTMARE!!!
3.) They removed benefits... i.e., countries from your plan and you only realize that they have done so when you see the bill and countries that were suppose to be included in the monthly are not any longer; yet they keep expecting you to pay until you catch them! DECEPTIVE!
4.) Their device box for connecting to the Internet is plagued with problems; oh God what what else can one suffer from one company and have to stay in the name of a contract? PEOPLE, do NOT sign contracts...do NOT!!!
5.) They refuse to give refunds or lower the rate for their technically treacherous service. ZERO INTEGRITY!
6.) They charge anywhere from $18 -$25.00 in taxes and surcharges. For what??? ...STEALING!
7.) They, by their own incompetency impede ones ability to leave their company because they FORCE you to sign their crummy contract and then disconnect prematurely before you have a chance to secure your phone numbers with another provider! GROSSLY corrupted!
NO, for God sake do NOT use this company! It is the company from HELL! Oh man it has been the HORROR SHOW!
member for 1.7 years, 4 visits, last login: 1.7 years ago
updated 1.7 years ago
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Reviews:
 ·voip.ms
| Somewhat Unfair While I am no longer a Vonage customer, I did subscribe to them for 7 months earlier this year (two DIDs). I had no technical issues with the service, and their customer support was pleasant and helpful. Their feature set was superior in every way to what was offered by the local land-line carrier, and was significantly less expensive.
When I joined, the only plan I was offered was month-to-month with no cost for the hardware, and the first 3 months for each line were provided at a significant discount. There was no long-term contract, and no requirement to return the hardware when I canceled (indirectly, by porting my numbers out).
I left for two reasons . . . the first was that they did not offer a seamless service to support "extensions" at multiple location without the acquisition of additional DIDs (and therefore additional fees), and that their subscription fees were a LOT higher than my current BYOD provider (VoIP.ms). In fact the only issue I ever had with Vonage had to do with the release of my DIDs to my new provider; they dropped them both without notification and the 2nd number was actually dropped on a Saturday. My new provider was unable to add it to my account until Monday . . . which is the one ding I gave them in my VoIP.ms review. | |
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·VOIPo
·Vonage
| Re: Somewhat Unfair You had your experiences and I have mine. Who are you to be determining that REVIEW is Fair or Unfair? ? ? Ahhh ...duhhhh!
My report on VONAGE is precisely as it has been. You can rejoin them if you want; however, don't tell me that my posting is 'Unfair'. VONAGE is a NIGHTMARE from hell. You were with them seven months and I have been stuck with them for almost two (2) yrs... big difference. | |
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·voip.ms
| Re: Somewhat Unfair I stand by my statement. You have your experiences, and I have mine. You posted your opinion, and I posted mine. Please review my experience with Vonage and find any indication of bad service, or anything remotely resembling a "NIGHTMARE from hell."
I do not disagree that you had a bad experience. But many, many others have had good service from them.
Obviously, though, it's all about you. | |
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Wow, thats' too bad! I dropped my normal carrier which is Verizon. They were charging me $150.00 per month, and Vonage charged me $34.99 per month 4 yrs. ago and it hasn't changed!! That's including long distance, nights! I love 'em!
