Reviewers Comments:

Ordered Vonage back in November 2006, never received the free month I was supposed to get for signing up as advertised, their 24.95 package, by the time they hit you with all their hidden charges, was almost $50.00/month, they could not explain it, nor would they try. Service was unavailable on average 2 days a week for "routine maintenance". Constantly complained to them about the poor service, unreliability etc. Finally cancelled and went with VoIPyourlife (Another loser) and they nailed me $200.00 in an automatic debit for breaking the contract, even though they never fulfilled their end of the contract by providing reliable service.

Reviewers Comments:

This is the most horrible experience I've had in some time!!!! A friend referred me to Vonage. After touring their website, I decided to try the service. I proceeded to sign onto new service via the "refer a friend" on line. I came to a point where I needed some questions answered so I called the number posted on their site. I spoke with someone named "Rachael" who answered all my questions. I initiated the call telling her I was referred by a friend and was proceeding to sign up online. She asked for my email address and was able to find my referring friend through her system. She told me that she could take care of the referral and things could be processed through her. She indicated that we'd both get the "one month free" and "$50 American Express Gift Card". After my service was set up with "Rachael", I went into my "account" online and set my "network availability number" to ring my cell number should the service be unavailable. After that, I received MANY various calls from people dialing a completely different number that was in no way associated to me. After realizing that the problem must be with VONAGE, I called to speak with a "technician" who had me on the phone for no less than 30 minutes. After all this time, having repeat steps over and over again, he could not figure out what the problem was. I then asked to speak to a supervisor. I was told that all the supervisors were in "a very important meeting" and that other managers were "not available". It was at this point that I just asked him to cancel my service. He told me he could not and that I needed to speak to someone in account services. He then transferred me to "account services". I then received a message that wait time was "15 minutes". After about 5 minutes, I hung up and tried calling again. I then spoke with an "account manager" named Lawrence, ID# 26166. He apologized for such a horrible experience thus far with Vonage and figured out what the problem was. Apparently, the "virtual number" that was assigned to my account until my equipment was delivered and service was hooked up, belonged to someone who had an ad in a newspaper for "escort services". I asked why they would assign an active number to anyone and Lawrence told me that "that must be an old ad as that was not an active number". Well, once Lawrence diagnosed the problem, he agreed to change my "virtual number". He added another "line" at "no charge to me". Problem solved, right? I thought so... I then asked Lawrence to confirm the "refer a friend" gift items that "Rachael" indicated would be delivered to me and my referring friend, i.e. one month free service as well as a $50 American Express Gift card. He checked my account and told me there was no indication of these gifts as the only way to receive them was to apply for new service via the Vonage, "refer a friend" web service. I explained to him my experience with "Rachael" and that she assured me that although she was taking my order via the phone, the "refer a friend" gifts would still apply. Lawrence then told me that "Rachael" made an error by telling me that but that he would check on it and see what he could do to make it right. Lawrence told me he'd call me back in a couple of days, no later than "Thursday, July 23", 2007. I waited until Friday, July 24th, 2007 for a call and never heard from Lawrence. To this day, I've never heard from "Lawrence". Friday, July 23, 2007, I called their customer service line and ask for Lawrence in New Jersey. The man I spoke with did not know Lawrence as he was "in India", however transferred me to the New Jersey office after I told him Lawrence was in New Jersey. Someone in the New Jersey office finally picked up the line. I asked to speak to Lawrence. After a wait of about 5 minutes, another person picked up the line. It wasn't Lawrence. Her name was "Rose". I told her that I was waiting to speak with Lawrence. She told me there "was no way to find a specific person" as they "did not have extensions for all representatives". Being very frustrated at this point, I proceeded to tell her the lengthy story of my experience thus far. Talking to Rose was like talking to a robot. First of all, the connection was very bad, like a bad cell signal, so I had to strain to HEAR what she was saying, furthermore, she had a heavy accent which made understanding an even bigger chore. On top of that, it was a connection that required only one conversation at a time so if she was talking I had to wait until she finished to say anything and vice versa. Needless to say I was very stressed at this point. After explaining everything to Rose, she offered to investigate the "refer a friend" gifts however that would take a couple of days and she'd have to call me back. I told her I did not believe that as I was told the same thing by Lawrence. She offered me several discounts and incentives to stay with Vonage, i.e. 6 months at a discounted rate, dollar amount credit to my account. I can't remember the dollar amount credit she initially offered me, it was something like $120. I told her that I was signed into my account and if she would add the credit to my account, and I could immediately see it, I'd consider staying on. She asked me to hold on "2 minutes" (which is what they all asked you to do, "hold 2 minutes"). She came back and told me she could only give me a credit of $60, not the $120 amount she'd just told me she would give me. At this point, things were getting comical to me. It was then that I told her I did not want to discuss any further credits or gifts to my account but without any further discussion I wanted to cancel. End of story! She got that and proceeded to cancel. She indicated to me that once they received the equipment back in the same manner it was shipped to me, they'd refund all fees incurred with them. The last phase of the story was discussion about shipping the equipment back once I received it (which I hadn't at the time of this conversation). I told her I would ship the package back as soon as it was delivered to me, as a matter of fact, I told her I would just refuse delivery and have it sent back to "sender". She indicated to me that I needed to accept delivery as I needed to include a "RA#" that she would provide via email, and if I didn't include that upon shipping back, I would not receive my refund. I then told her that I did not want to incur any fee for shipping. She told me that I would have to as they would not pay or refund me for shipping. After fuming about that, as I was already $42.94 sign on fee, & $41.41 cancellation fee, invested into this company, it angered me to think I had to spend another red cent on anything to do with Vonage. I eventually concurred that I'd pay the shipping and wash my hands of Vonage once and for all!! Well, the shipment arrived July 31, 2007. I had to pay $6 for postage to have it shipped. Gas to a shipping drop off box and $1 parking fee. I put it in the mail August 1, 2007. I'm now tracking delivery and awaiting my refund. So far, I've invested about 5 hours of my time, $7 out of pocket and much stress and frustration that affected about a week of my life. Since my experience with Vonage, I've investigated the web reviews and was surprised to find NUMEROUS complaints with similar experiences. What a fool I was to look AFTER the fact. Not much like me to do that. I trusted a referral from a friend who was happy with Vonage and didn't think any further. Mistake! Needless to say, STAY AWAY FROM THIS COMPANY! Like one review I read, it'll result in lots of stress and "tears"!!

Reviewers Comments:

I am currently on my 3rd call to Vonage to cancel services I NEVER SIGNED UP FOR!!!!! Seriously. I called about their service, gave them all my info and only at the end did they start rattling off the cancellation penalties and additional monthly charges. By the time the girl was rattling off fees we were well over $31 and, therefore, too rich for my blood – not to mention the blood I would lose should I ever leave them. Couple this with the fact that I couldn't understand the operator and had to repeat everything I said to her twice (poor connection and less than acceptable listening comprehension skills) and I said no thanks. I'm a pretty plain spoken person so I am confident that me saying "no I do not want to proceed with this transaction" could not be confused with: "please sign me up for your overpriced service, send me the adapter I didn't ask for and bill my credit card without my authorization. Then force me to waste my time on two other calls making me wait well over the 15 minute proclaimed wait time to be yanked around some more. Finally please connect me with another girl who can't understand me and me her only to be told that refusing the adapter is not enough. Make me call back a third time, wait through the prerequisite 30 minute hold to cancel my fictitious, unauthorized account or else (you'll continue to faithfully bill me for the service I never asked for to begin with.)." Yep, I could see where the two could get confused. So here I sit - a Sunrocket orphan turned Vonage hostage. Don't sign up for their service. Don't call to inquire about their service. And for the sake of all things holy DO NOT rattle off 16 digits that can link your personal finances off to the impotent/powerless/apathetic operator you happened to get routed to. Update – the operator put me on hold for +10 minutes only to unceremoniously disconnect me. Good news, though, if you call the special number for Sunrocket customers the wait time is considerably less. Apparently they are more eager to set the hook than they are to help you once you are flopping around in the boat. Have a complaint (my guess is yes)? Give this a try.

Reviewers Comments:

Funny, in reading all this negative feedback from Vonage I'm having flashbacks. Even after dumping them several months ago, they are still calling trying to hard sell me back. I even had to get nasty with one of their reps, as they don't take No very well for their horrible service. They are the worst! One way Audio, choppy calls, poor Voice Mail capacity etc... They SUCK.

Reviewers Comments:

Reviewers Comments:

I signed up for Vonage because of their advertisements... Plain and simple. They are my first Voice Service Provider, and they were TERRIBLE! The customer service was awful!!!! I received a phone call from them once, they told me that they wanted to give me a free line for a 4 months and if I wanted to keep it I would have to pay after. I said "I don't want it." But, they told me it was free so I should take it just for that. So I told them that if they would let me know when it was going to expire to call me I would sign up. They said alright, but I never received a call. They charged me for the month after, and when the cancellation finally went through, they charged me a cancellation fee as well!!!!!! I happily switched over to Voipgo, and am extremely satisfied. Vonage had pretty bad call quality as well compared to Voipgo.

Reviewers Comments:

I've had Vonage now for nearly 3 years. I've never found a reason to call customer support so I cannot comment on that aspect beyond a 3. The system is as advertised in both reliability and quality. It's easily as good as any landline I've ever had and is light years better than current mobile quality. With the new addition of anon call blocking it finally meets my every desire. International calls are excellent quality, and I make several a day to the UK. Read your agreements and be computer savvy and all is well.

Reviewers Comments:

Vonage is reliable. Vonage's sound quality is no different than landlines phone quality. Ordering and installing it was a piece of cake. Never had a bad day with Vonage. I would recommend this to anyone who is planning to get a VoIP service for their home, but I reallydon't know about business.

Reviewers Comments:

Though I have only had Vonage for 2 months, my service never gave me any problems. No static, no nothing. The only time the quality gets a little bad is when I am surfing the web and using up a lot of the bandwidth which the VoIP also uses, but that is a problem you would see with any VoIP services. My cousin had Vonage since 2004 and he never experienced any problems either, and he is still using the same adapter that he received when he first ordered his service. What I would suggest is that if you ever have any problems with you service and you call Customer Service, they will tell you take off your adapter's power line and after a couple of times you screw up your adapter. I never opened my power line, its been plugged since the first day and so is my cousin's. And if you go get Vonage, don't forget to put the bandwidth to high quality, you can do this using your online vonage account. The features are great. And I strongly suggest when you making a long distance call, do not be on the computer at the same time because it will make it really hard for you to hear or talk, but if you avoid these little things when you call, YOU'LL LOVE VONAGE.

Reviewers Comments:

The 30 day free trial is not free. I had to pay a $40.00 disconnect charge and was told I could not return the equipment at all. I gave up after several calls to customer service and missed the 14 day cutoff. When I finally did get them to disconnect my service the service rep said I would receive an email with the return authorization number and instructions on where to send the equipment. Emails arrived with nothing but links to their sales pages. I would call them a dishonest company at best/ Getting to dome decent technical support is impossible. When I was able to speak with someone they were so scripted they couldn't think. I had the same experience with their customer service people.

Reviewers Comments:

DON'T BELIEVE EVERYTHING THAT VONAGE PROMISES!! JUST LIKE THE OLD SAYING, "IF IT SEEMS TOO GOOD TO BE TRUE, IT PROBABLY IS." When my husband and I first spoke to the people at Vonage about the phone service, I must admit that the people trained to "reel in" new customers are very nice and friendly. We were offered "2 months free" to try out their service as well as a "30 day trial period'. We were also promised we could "cancel anytime in this 30 day period" and it would cost us nothing. Well, after many months of contemplating if it would work to our favor, and calling the people there at Vonage to make sure we wrote down everything they told us correctly and questioning them on all they had offered us, we figured we would give it a try. What did we have to loose anyway right? It was a "Money Back Guarantee". It seemed like a sweet deal, or so we thought..... My husband and I went to Wal-mart and purchased the router that we needed for our Vonage phone service (which was $49.96 + tax). We brought it home, hooked it up, and called Vonage Tech Support from our cell phone. Again we were promised our "2 months free" and told once again that if we had any problems with the phone service, we could cancel any time with at no charge to us. The connection fee was $30.99 + tax. At first we thought it was pretty cool that we could call anywhere in the U.S. for free as long as we wanted. What happened when we used the phone was that we could hear the other party fine, but they always said we were "choppy" or "couldn't understand us". It was very aggravating, to say the least. It was like using a bad cell phone service in a bad area - all the time - with everyone we called. After a few weeks of terrible service, we had enough. My husband called to cancel our service, and the people who had once been so friendly must have been in a different department because the ones we spoke to were extremely rude. As soon as it was known that we wanted to get rid of Vonage, they hung up on us. This happened 3 times. On the 4th time we asked to speak to a supervisor...on hold...then we were informed that we were required to pay a cancellation fee! Something we were promised we wouldn't have to pay if it was cancelled within the 30 day period. This cancellation fee was taken out of our checking account without our permission given to Vonage -WHILE MY HUSBAND WAS ON THE PHONE WITH THEM! Another $39.99 +tax. (Right now our bank is disputing this.) So... in 2 weeks of our service with Vonage, they got over $130.00 of our money. That's just 2 weeks of service!! Now to get our old phone hooked back up, it is going to cost us another $39.95, and we have to wait for availability. So Vonage claims "Best Buy". Not for us. They also claim "Top Notch Audio". Wrong again. "Great Support"? Well, if you consider hanging up on your customers great support. Then there is the "Award Winning Quality". Well the quality all the way around is terrible. So they got it wrong any way you look at it. So if you are interested in or thinking about switching you current phone to Vonage, DON'T DO IT!

Reviewers Comments:

The major problem with Vonage is their outsourced (Indian) customer service. I have had to speak with them three times over the past year and it is a frustrating experience to say the least. They read from scripts and have NO INTEREST IN ACTUALLY HELPING YOU. Ultimately, I am leaving Vonage due to the lack of quality support. I'd be happy to pay more for the service to get an intelligent, native English speaker who was actually interested in solving my issues without blindly reading from scripts.

Reviewers Comments:

We kept Vonage for the past 3 years because it offered unlimited long distance and most of our family lived far from us. Then last year we moved to our home town and tried to get our number changed so it would be local to our neighbors but they do not offer our area code. For this reason we decided to cancel our Vonage Service. I called and waited for only 12 minutes listening to their computer before it hung up on me and I had to call again. Then I spent 2 hours and 24 minutes waiting to talk to someone again ... until my battery went dead and I had to call them again. The third ti