Vonage Business Reviews and Ratings

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Vonage Business
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(4.5)
108 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 the Vonage Business App. The Business App works with Android and iOS devices and enables you to integrate your smartphone into your business phone system. It also provides the ability to text to and from any US phone number using your Vonage line. Not all providers have this capability. 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. Every Vonage extension has a price tag so this may be a good option for those users that have very small usage.
  • 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.
  • Vonage Business App: Available for iOS and Android devices. Integrate your smartphone into your business phone system. Vonage SMS messages (i.e. text messages from your business phone number) can be sent to and from any US phone number.

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: Andrew


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 108 5 Stars 77
Thumbs Up 96 4 Stars 21
Thumbs Down 11 3 Stars 7
Average Rating 4.5 2 Stars 3
More Providers 1 Star 0

Vonage Business reviews are listed in chronological order.

Bad Start and Bad Finish

Overall rating (3.4)

#108 : APR 19th, 2016 :

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Started with 3 weeks of dropped calls and poor voice quality. As others have written Vonage is quick to blame the Internet service provider. Somehow it stabilized but no one could tell what was the problem. Then over the years we had intermittent dropped calls and poor sound but didn't even bother calling. Finally gave up and went with another VoIP provider. When canceling they said they don't give refunds or prorate (I paid for 25 days after I cancelled). Very greedy or lazy. Either way it was a bad start and bad finish. Will never go back.

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Failure to find solution to blocking number

Overall rating (2)

#107 : FEB 22nd, 2016 :

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Though they offer a value service, when it comes to technical support, all persons are overseas, respond only as the script allows, fail to upgrade to a high technical level person, and never call you back . This means you spend hours repeating your problem. They are quick to blame other companies, even when presented with data showing a Vonage error/problem. My case was blocking an individual number. They do not investigate, just pass the blame and tell you nothing is guaranteed.

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Ruined my business

Overall rating (4)

#106 : FEB 18th, 2016 :

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I loved the phone and the features! The company gave my account to someone else who disconnected my phone number. I was the super user on the account and I was told too bad. I said you are putting me out of business and they said too bad. All my marketing material was garbage as it had the number that had been disconnected. Vocalocity (now Vonage) had no legal right to do that and should have been held responsible for the damages.

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Poor Service

Overall rating (2.6)

#105 : FEB 18th, 2016 :

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Sound quality is often bad. Losing calls during transfer and only blind transfers are possible. Pros: they have good features like call recording but then -> con is that one has to clear old messages manually and it takes a lot of time because certain quantity of calls can be deleted at a time. Also, got the router they recommended and a lot of time spent between myself, my IT person and Vonage. My IT guy did everything they told him but also gave me a warning that it will not fix the issues I have. He was right, it did not. Vonage service is not business quality (and I only have 4 phones, Cisco 303). Every time they check my Internet, it works great and enough bandwidth.

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Great features/complicated set-up

Overall rating (2.6)

#104 : 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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Amazing Service

Overall rating (5)

#103 : 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)

#102 : 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)

#101 : 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)

#100 : 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)

#99 : 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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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 108 5 Stars 77
Thumbs Up 96 4 Stars 21
Thumbs Down 11 3 Stars 7
Average Rating 4.5 2 Stars 3
More Providers 1 Star 0
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