Vonage Business Reviews and Ratings

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Vonage Business
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(4.5)
107 Reviews
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Vonage Business Review by WhichVoIP

Vonage Business provides reliable business VoIP phone service for small to mid-size businesses in the U.S. The system's 40+ built-in features are easily managed within an online admin portal, and customers are supported by a large and experienced in-house support team. The company maintains its own technology and proprietary cloud platform and frequently rolls out new system features and functionality. It's a robust and time-tested system that is among the best values in the industry.

The Good

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.

The Bad

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

  • Metered Plan Cost: $14.99/month/extension plus 3c/min for U.S and Canada calls.
  • Unlimited Extensions Cost: $39.99/month/extension for unlimited calls in the U.S/Canada. This price drops to $19.99 if you need more than 10 lines.
  • Virtual Extension Cost: $14.99/month/extension. Unlimited inbound calls which are forwarded to a number of your choice e.g. your cell-phone.
  • Low cost International calls: For example, calls to the UK are 1c/min.
  • Hardware: Buy IP phones such as those from Cisco, Polycom, Yealink and Panasonic direct from Vonage. Prices start at $70 and all phones have been tested and certified to work with its service.

Overall Thoughts

Vonage Business 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.

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Author: Andy Forgrieve


Vonage Business Overview

Our visitors have been adding reviews for Vonage Business (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.

All User Reviews (Page 1 of 11)

Summary
Total Number 107 5 Stars 77
Thumbs Up 95 4 Stars 20
Thumbs Down 11 3 Stars 5
Average Rating 4.5 2 Stars 2
More Providers 1 Star 3

Vonage Business reviews are listed in chronological order.

Dismal in all ways - steer clear

Overall rating (1)

#107 : NOV 19th, 2015 :

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Voice quality is poor with incoming callers hearing echo's. Tech support is completely incompetent. That's if you can even contact them. Average hold time is over 20 minutes only to be told that this is "being worked on" but they have no status.

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Great features/complicated set-up

Overall rating (2.6)

#106 : OCT 26th, 2015 :

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Okay, here's the thing about Vonage. The customer service seems to be pretty good. Friendly, attempt to help but the set-up of this is MUCH, MUCH more complicated than sales leads you to believe. Oh, you just get your phone and plug it into an ethernet port and boom, you have phone service. LOL. Oh, yeah, forgot to tell you, your router has an old version of software on there that needs updating and oh, well, the firewall settings on your modem are preventing more than 1 phone from hooking up to the Internet. Yeah, sorry about all this. Total invested so far: hours! Not sure how many but at least 10 hours of time assisting them with troubleshooting. Bottom line. . .get ready to work a lot on installing and configuring everything. It's not easy, and therefore, I wouldn't recommend because I am not sure if it's really been worth it and I feel a bit deceived.

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No customer service and rude reps

Overall rating (1)

#105 : SEP 15th, 2015 :

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Trying to set up my new account, I called to ask a question regarding porting my numbers to my new account. Brittany actually chastised me for "not paying attention to her". She wanted to talk about everything EXCEPT the problem I was having, and would not let me speak to anyone else. Finally had to hang up on her. It then took me 2 hours and 13 minutes to get someone (ANYONE) on the phone to help me. Finally, after over 2 hours I got a lady on the phone who was actually interested in the problem I was having. But then she would not help me cancel my account. Vonage's idea of customer service is THE CUSTOMER HELPING THEM!

VISITOR/PROVIDER FEEDBACK:

Peter (January 11th 2016) : Thank you for your comments - I was considering to buy one but not anymore.

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Amazing Service

Overall rating (5)

#104 : JUL 30th, 2015 :

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Every time I have called to speak to a representative it was always a pleasurable experience. They were more then helpful and very polite.

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Stellar customer service!

Overall rating (4.6)

#103 : JUL 29th, 2015 :

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The customer service is amazing! They are incredibly knowledgable and the technology they know is amazing. I would recommend the service here to anyone! Whenever I call, I get people with technical knowledge that impresses me every time!

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So Easy & Flexible - Just what I needed

Overall rating (5)

#102 : JUL 23rd, 2015 :

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I purchased a small day spa that was using a single land line phone service and paid a premium for it and the pitiful 3 Mbps Internet service Verizon provided. Switched to Vonage Business based on using their service for 6+ years personally. Very easy to get up and running. Switched our Internet to Comcast 50 Mbps as Verizon FIOS was not available at our location. I was too busy to configure the phone setup, so my receptionist (non-tech savvy) did it all with the great customer service & support of Vonage. Between myself, my partner and the part-time receptionist, we can all see the calls & voicemails and we can return the calls from our business number from our iPhones anywhere we have decent bandwidth. This is vital since we are appointment-based and not in the office all the time. My clients no longer wait hours or next business day for answers to their questions. Life is good. :)

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Great Tech Support

Overall rating (5)

#101 : JUL 21st, 2015 :

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I've been very impressed with the technical support at Vonage. If I had any issues with our system, they were extremely helpful and extremely knowledgeable in getting the issue resolved. Their tech support people could not have been any more helpful!

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Extremely Satisfied

Overall rating (4.6)

#100 : JUL 21st, 2015 :

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We have been using Vonage for 8 months now. Very reliable service, and clear call quality. Smart phone app lets me run my business from the road. Customer service is awesome. Definitely recommend you check it out.

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Talk About Service!

Overall rating (4.4)

#99 : JUL 15th, 2015 :

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I have Vonage at home, but didn't know how great it would be for the business. The Customer Service began one of the easiest moves this company has made. The quality, value and performance of the phones we received was beyond any of our expectations. Getting an email when not available, call forwarding, all the awesome features keep our team on top. Especially since we are not all in the same building, but can push an extension to call a co-worker - THANKS VONAGE!!!

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Knowledgeable Representatives

Overall rating (5)

#98 : JUL 14th, 2015 :

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Every customer representative I deal with from Vonage Business is knowledgeable and knows how to specifically help me address my problem.

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Disclaimer: The opinions, views and ratings expressed in these VoIP Reviews are those solely of the reviewer who submitted the review. Whichvoip.com does not necessarily agree with any of the expressed opinions, view or ratings.

Summary

Total Number 107 5 Stars 77
Thumbs Up 95 4 Stars 20
Thumbs Down 11 3 Stars 5
Average Rating 4.5 2 Stars 2
More Providers 1 Star 3

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