The below provides a quick overview of the user submitted reviews for Vonage Business Solutions (formerly Vocalocity) business VoIP phone service.
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Vocalocity is based in Atlanta, Georgia and has been providing hosted VoIP services to over 140,000 users since it was founded in 2006. In November 2013, Vocalocity merged with Vonage, the leading residential internet phone provider, and has now become Vonage Business Solutions.
Three plans are offered by Vonage in order to cater for businesses of all sizes: the metered plan, unlimited extensions and virtual extensions. The metered plan covers those with minimal calling needs and is effectively a pay per minute plan. The unlimited plan covers unlimited inbound and outbound minutes. Finally the virtual extensions plan is aimed at remote workers and others that do not have a requirement for an actual office phone, instead relying on a cell phone to forward calls to.
We like that the unlimited plan has no reasonable usage limit. Often providers will state in their terms and conditions that a reasonable usage applies to unlimited plans. Normally this is between 3,000 and 5,000 minutes depending on the provider.
No contract exists so you can cancel at any time. All that is required is a form to be submitted online, cancellation will occur three days from submission. By not locking customers in to contracts, it tends to suggest confidence in the service they provide.
The feature set offered is impressive. A basic feature set meets the needs of most small businesses such as caller ID, call waiting, voicemail and the likes. Additional features are offered to support remote working, such as cell phone integration, voicemail to email and iPhone/Android apps. Other features are provided to enhance productivity such as conference bridges, paging groups and desktop plugins for outlook and CRM integration. You can view all of their features using our feature comparison tool.
Finally, we really like how transparent this company is. On the rare occasion of a network outage, it will broadcast the issue and provide status updates through its social media channels and on their website system status page. Some other providers choose to cover up outages and keep customers in the dark. The support section on their website has lots of useful resources to help troubleshoot problems and configure features and plugins. You can submit tickets for support or call them directly for help.
For the unlimited plan there is no reasonable usage limit stated and this is rare these days. However, this also leads to some confusion as the terms and conditions clearly state that the unlimited plans are monitored for abuse and can result in termination of service. The expectation is that your company falls in line with the average usage for a small business. Sometimes it is better to just remove ambiguity, either say it is truly unlimited or state what the upper limit is.
For those businesses that still like to be invoiced through the mail and pay by check, this could lead to some frustration. All invoices are sent via email only and if paying by check there is an additional $10 per month processing fee. Also, if paying by check, there is a requirement to always have at least one month credit in your account.
Additional usage charges are incurred for calls to Alaska, Hawaii and of course International destinations. This is often the case for U.S mainland providers but worth stating.
Voicemails are securely kept in the cloud for a maximum period of 3 months and are then deleted. Likely not a huge deal for most customers.
Finally, a note on fax numbers. New fax numbers that Vonage assigns for your business cannot be ported out of Vonage should you move to another provider. Also, if porting a fax number in to Vonage from another provider there is a fee of $100 per number to perform the port.
The Bottom Line
Vonage Business Solutions is a well known brand for phone service. Pricing is competitive for its hosted service and very feature rich, with productivity enhancing features such as outlook and CRM integration. A strong emphasis is placed on customer service and transparency, going back all the way to the early days when this service was owned by Vocalocity.
Author: Andy Forgrieve
Our visitors have been adding reviews for Vonage (formerly Vocalocity) since 2008. During this time it has consistently ranked high on our scores across the board and with over 100 user reviews in total.
Very cost efficient. Cut my calling expenses by about 75%!
Customer service reps are friendly, knowledgable, and willing to help.
Vonage Business Solutions (formerly Vocalocity) reviews are listed in chronological order.
#104 : JUL 22nd, 2014 : Phyllis
We have used Vonage for a year now and have had nothing but problems and their service is really bad. Also, our IT company has had problems and a lot of their customers. I even emailed the president to no avail. They have just blown me off I am switching as soon as I can.
#103 : MAY 20th, 2014 : Debbie
Sales rep was extremely patient with my questions and very helpful. Service was delivered as promised. One note though - after the first month my rate went up $4 with taxes they insisted in the sales calls would not apply.
#102 : MAR 25th, 2014 : Jon
We Ported our phone number from their parent company - Vonage, unfortunately something went wrong. Now when some (not all) customer's call our number they get a message that "the number has been disconnected and is no longer in service". Needless to say this is a business killer. When we contacted Vocalocity with the problem they admitted there is a Porting issue and that we must contact our previous carrier which was Vonage, the company that owns Vocalocity to make sure they no longer have our phone number in there system. We explained to the Vocalocity people that this is something they must fix immediately, all they could say is we will check on it and get back to you. It has been a week now, the issue still exists and Vocalocity offered no refund, or even a call from some supervisor to apologize for ruining our business relations and sales. Our last conversation with their Customer Care Porting Department, was that we contact any and all phone carriers that we ever had phone service with to make sure they do not have our phone number in their system. Since we have had the business number for over sixteen (16) years that seems a bit extreme. If you get Vocalocity and notice that you receive fewer phone calls per day, run to another phone service.
#101 : FEB 21st, 2014 : Christine
Customer service is amazing! The best I've experience with ANY service provider. Would highly recommend Vocalocity / Vonage Business to businesses in Ontario.
#100 : MAY 24th, 2013 : Narcisse
Very good service; Very cost efficient (cut my telephone calling expenses by about 75%). I recommend this supplier to all my friends.
#99 : MAY 15th, 2013 : Bill
So far all good. Cisco phone is excellent, reception is great. Ability to conference call is easy. A+
#98 : MAR 27th, 2013 : Marc
Vocalocity is a great supplier. It took a fair amount of time to get set up, due to the delays in getting my numbers ported from various Canadian phone companies. However, once porting was completed, Vocalocity's service and quality was beyond reproach. I've had a few technical issues that required contact with their tech department. I was impressed with their ability to resolve all my issues quickly. I would recommend Vocalocity to anyone interested in adopting VoIP systems.
#97 : MAR 20th, 2013 : Craig
vocalocity has exceeded my expectations in every way. I have never considered dropping their service.
#96 : MAR 6th, 2013 : Lori
our phones go down at least 2 times per month and when you call in to report it they wont answer the phone
#95 : OCT 1st, 2012 : Todd
Vocalocity responded quickly with my first quote and cut my phone bills by 50% over Verizon. The service has been flawless. Their customer service reps are friendly, knowledgable, and willing to help with everything from a simple question to walking me through the website. I have already purchased a second phone system for another business I own.
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It is easy for active customers to get support from many different support channels. Below you will find the currently available methods for contacting Vonage Business Solutions (Vocalocity) Customer Service. Please contact us if you would like to request any updates to this information.
|Customer Service Feature||Availability||Details|
|24x7 Phone Support||1-866-901-0242
Mon to Fri 9am to 9pm EST
|Talk to a real person||Press 0 at prompt|
|USA based phone support||Yes|
|Online form / Email Support||Submit a ticket|
|Self Help Articles / Videos||Articles/Videos|
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|Request a call back||Not Available|
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