The below provides a quick overview of the user submitted reviews for Vonage.
Use the tabs below to navigate to user reviews and user questions and answers sections.
If you are considering Vonage for your home phone service, you have reached the right place. Vonage is a popular, well-advertised VoIP service that was founded in Edison, New Jersey during the early 2000's with service extending to Canada and the United Kingdom in successive years. Vonage has had discrepancies in the past regarding user cancellation and advertisements involving "free" services. Since then, however, Vonage has undergone several changes in business and advertising practices. In its 4th quarter financial report that was released in February 2015, Vonage states that it has almost 2.5 million subscribers, maintaining its position as one of the largest VoIP providers in the USA.
Vonage offers a 30 day Money Back Guarantee that covers monthly charges, taxes and any shipping or activation fees. This guarantee, combined with a low introductory rate creates a welcoming offer for those who want to try the service out before committing long term.
Standard features are included with all plans, such as call transfer, call waiting, 3-way calling, caller ID block and Vonage Extensions, which allows plans to be used from mobile phones. Voicemail can also be accessed from any phone or PC. Premium features are also available, such as virtual numbers, fax lines, additional phone lines, toll free lines and softphone. The World plan is a very popular option for users that frequently make international calls due to its unlimited international calling to 60 countries feature.
The free Vonage Mobile App offers free video calling and video messaging for iPhone and Android users. The app has received high ratings across both operating systems.
Vonage is more accessible to customers than many other providers. Support is available via phone 24 hours a day, 7 days a week, with live chat support available through their website Monday to Sunday: 9am to 10:30pm.
Call quality is consistent for inbound and outbound domestic calls across all phone types and devices. Calls have generally been reported to be at "landline" or above sound quality.
Vonage is a popular service and has accumulated a good number of user reviews. The majority of users on WhichVoIP reviewed Vonage negatively and do not recommend the service to others, with additional monthly fees and difficulties in resolving service issues being the primary complaint.
If a plan under contract is cancelled early, a fee of up to $99.99 may be charged per voice line.
International phone calls have been reported to have lower sound quality than domestic calls. The quality of international calls varies from country to country.
The Bottom Line
Compared to other VoIP services with similar minute plans and features, Vonage is more expensive (after the 12 month introductory rate expires). While Vonage's business services are well-reviewed only 35% of the over 300 reviews on WhichVoIP recommend its residential service.
Vonage's strengths lie in its size, which provides for a more stable and more accessible service to customers when compared to smaller VoIP providers. If you plan on using a good number of minutes monthly at home or the home office the unlimited plans offer a cost effective solution, while the World plans are a great option frequent international callers.
Author: Tony Campbell
WhichVoIP has amassed over 300 user submitted Vonage reviews since it started covering Vonage in 2005. The extensive list below should be able to give you a full picture of what to expect if you sign up for the service.
WhichVoIP note - Please check Vonage reasonable usage policy for details of its requirements and limits around unlimited calling plans.
decent service and I am fairly happy
customer service can't fix any problems
Vonage reviews are listed in chronological order.
#351 : AUG 21st, 2015 : Liza
We have used Vonage for years, never a dropped call and I love the features. When we're away we can have the calls directed to our cell phones. Or if the power goes out, calls are also forwarded to the number of our choice. I had to have a new 'box' at one point. They wanted me to foot the bill to send the old one back. I said no and they argued, so I asked for the manager and told him to send me a bigger box and take BOTH back and cancel service. Needless to say, they paid for shipping the old 'box' back :-) Well worth the cost.
#350 : AUG 11th, 2015 : Chet
Attempted to ask a question by live chat before ordering service and got too many questions regarding current service, my home phone number, phone where I could be contacted etc., all of which had nothing to do with my question. Based on this invasive treatment I have decided not to order. I can only imagine what their customer service would be like to a customer with their service. No thanks.
#349 : AUG 9th, 2015 : John
I hate it when any company's actions alone go so far as to actually show a customer "We do not have to provide advertised products, service and customer service - unless you file with the feds then we will back peddle; It is your obligation and privilege to pay us". IC3 Complaint: I1507311805527521, FCC Ticket No. 440967 Fwd: [vonage.com #29904551] Consumer Affairs Review - John - 1012881435, FTC ticket number 29904662, BBB Complaint Case# 89064407 (Ref#89-89047124-89064407-3-14100). Today (8/5/2015) at 3:46 PM MST I was finally called by VONAGE after I had already tried to work with them on service issues since 7-30-2015. I finally had to tell them that all contact must go through the authorities above since they would not work with me; just sending the exact same information over and over again. Vonage would not work with me each time I asked them too, only giving me a BS explanation for abuse, so I finally told them that all contact on these issues must go through IC3, FCC, and FTC. Now Vonage wants to talk with me and to work with me but not until I have had to file with IC3, FCC, and FTC! I feel that too is abuse of the customer since the only way to get help is to file with these authorities! I had wanted Vonage to work with me on the call issue problem, then I also wanted Vonage to work with me on the abuse by a member of the Executive Response Team stating "We donb" which in all my years of customer service has meant "We done bro don't bother us no more" and the BS response I got was that an apostrophe in the middle of the message caused a glitch in the email system. In my 3 years as a Professional Technical Support person I never saw that happen to date! It is a BS excuse purely to get away with customer abuse! First Vonage advertised for service 9.99/month with phones! Vonage advertised, "call or go online". I went online! The service was set up but the phone was not sent. When I tried to call Vonage the 3 calls were answered by 3 different people who's English was so bad and broken they could not understand me. Those 3 people just shut me down and told me too bad! Vonage would not help until I filed for false advertising. Only then did Vonage want to work with me, but not until!
#348 : AUG 8th, 2015 : Pat
If you are stupid enough to use this service, you get what you deserve. Zero customer service. The only thing these guys did on time was get the adapter to my wife and I for our 2 lines. From Day 1, nothing but chat rooms every day, promises of returned calls and, screwed up number transfer. I finally had to threaten to initiate a fraud investigation (I'm a prosecutor in my state) to get them to credit back my account and drop the two accounts they created. English is not their primary language until you get nasty with them. Worst experience I ever had with any retailer ever. I will try again with a competitor and hope that this goes better. Three weeks of nonsense and still paying my original phone provider. VONAGE SUCKS!
#347 : JUL 25th, 2015 : Robert
It was easy to install all phones on three floors. I have used their service since they started up and over the years have only had one problem when the box quit working. I called and received a new unit free of charge. They offer many different pricing structures so you only have to pay for what you need. Excellent service and reliability has been my experience with them from day one. Super customer service. Been very satisfied with Vonage and will continue to use their services. I live in Ohio and the call quality when talking with my brother in Seattle is excellent. I recommend Vonage with no reservations. I have converted some friends over that were using other brands and they were glad they changed to Vonage. No more dropped calls or poor connections.
#346 : JUN 8th, 2015 : Cindy
Worse phone service ever! Poor, poor, poor quality. All calls break up constantly and they have hardly any features. The ones they do have don't always work. Call waiting, yes they have it. The problem is, it doesn't do anything but beep. It doesn't show the Caller ID name of who is calling. Caller ID usually just gives the number, no other information. There is no long distance alert, etc. This is the biggest mistake we ever made.
#345 : MAY 21st, 2015 : Lisa
Do not use, they are horrible. Their customer service and ability to help their customer is non-existent. If there was a way to rate them less than 1 star I would!
#344 : MAR 26th, 2015 : John
By the time Vonage adds on their surcharges, your bill almost doubles. The Vonage sales rep misled me when I asked about my initial bill of $18.73 when I set up my new account by phone. I will be taking advantage of the 30 day money back guarantee (MBG).
#343 : MAR 17th, 2015 : Allan
I got one (1) line for my business over a year ago. All went well until I had to speak to customer service. Almost always I get someone from the sub-continent who, firstly, cannot pronounce my name and, secondly, their English is hard to understand. They seem to read repeatedly from a script instead of addressing the problem stated to them. I very rarely find customer service people easy to deal with because of this problem no matter how patient one is you feel that they do not know what they are doing as they constantly refer back to the "script". Very frustrating, and I am now looking for another provider.
#342 : FEB 11th, 2015 : Marie
I think Vonage is a real good company but they need to add more features to their service. I've been with them since 2012 and so far they've just added one new feature which is the "Block Calls" feature. From all the features the others are offering such as "Fax Catcher" among others, Vonage doesn't even begin to offer half of them. They need to up their game if they don't want to lose customers. I'm even thinking about leaving for that matter.
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.
Vonage makes it relatively straightforward for customers to get support and offers a number of different options to choose from. The following table lists the currently available methods for Vonage Customer Service. Please contact us if you would like to request any updates to this information.
|Customer Service Feature||Availability||Details|
|Live Chat||24x7 via Vonage site|
|24x7 Phone Support||1-866-243-4357|
|Talk to a real person||Press 0 at each prompt|
|USA based phone support||No details available|
|Online form / Email Support||Question Submit Form|
|Self Help Articles / Tutorials||Vonage Articles|
|Self Help Videos||Vonage Videos|
|Support Forums||Vonage Forum|
|Twitter Support||Twitter Support Feed|
|Contact number for Cancelation||1-866-243-4357
Mon-Fri 9-4 EST
|Request a call back||Not Available|
|Money back guarantee||Not Available|
#1 : Posted by Linda Morey on July 11th, 2015:
Does Vonage offer a phone service that can be used with home security systems?
-> Response: Security systems can be troublesome for VoIP service in general, regardless of the provider. This VoIP and home security article may help explain the issues and potential ways around them.
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