Reviewers Comments:

If you can get it to work and never need to contact anyone at vonage this might be an option for you. The call quality is poor to mediocre. The customer service and support is terrible. I have spent hours on hold, had my credit card billed for things they said would not, the list goes on and on. Run away now.

Reviewers Comments:

Before signing up for Vonage please check out any website with comments about the trials of cancelling. Case in point: Vonage had its membership to the Better Business Bureau revoked!

Reviewers Comments:

I'm a reasonable person, and it's been so-far-so-good. After giving me someone else's phone number (which I could call out from, but when friends called me, they'd get the other person) which I didn't figure out for about a week, I called my own number from my own phone and talked to the other person. Turns out they were a Vonage customer once and would never go back. I called customer service and they gave me another phone number... for another person again. Another phone call later that was sorted out. Customer service always friendly, but you never get the same person, so if you have a recurrent problem you have to spend some time bringing the new techie up to speed. I could understand everyone I've talked to so far. The phone line has been full a couple times, "sorry, all lines are busy, hang up and try again later", and the odd call there may be a big echo, and the odd call there may be fuzz. Lucky I wasn't trying to get 911 or something. Hospital and neighbours are close, so I don't have to rely on it. Fax line is ok (not as good as the land fax we had). We're saving about $30/month with all the faxing, long distance and regular calls we do. We go over our 500 minutes with the basic plan, but the extra fees never get us over the unlimited price point. We don't mind the minor inconveniences, for us, it's worth the savings. I don't think VOIP lines will ever be as good as land lines, and we knew that going into this. Better than those buggers at Telus, so glad to have another option. Loving all the features. You can hijack your friends cell phone by routing your number to their phone number, so when you're hanging out with your buddies, and their cell rings, it might be for you routed from your home number. Brilliant. Anyhow, hoping all is good until we pass the year mark.

Reviewers Comments:

this is the best company. l have vonage for more 3 years never a problem. sound quality is the best. l have use vonage in dsl 768 down 128up never problems but is better it use in 3000 down 512 up for went they use the computer at the same time and downloading music. thanks.

Reviewers Comments:

I am a former Sunrocket customer, and loved the service and the quality. I have been fighting with Vonage since I installed it. First, although I can hear clearly, people I call have difficulty hearing me. Vonage has tried everything to fix this and with only moderate success. This is so bad with international calls, that sometimes I have to hang up and call a second or third time, and then we just give up. They cannot understand or hear me. This has been referred to a really nice chap in Vonage higher up, who failed to fix it and said that it had to do with their switching in Los Angeles, and then shot it up to the higher level, who have never called me. Occasionally, I cannot even connect to an international line, for hours. Reaching customer service is somewhere in inner India, and the language skills of these people are not that terrific - they have difficulty in understanding MY English. Then, typical for foreign service centers, they must first go down a long, long list of procedures that they have been trained in before they can get to listening to your problem and fixing it. I wish that we had Sunrocket back. I am now trying to get out of the prepaid Vonage service.

Reviewers Comments:

Just tried to cancel my vonage service because 1 the sound quality was not good at all, lots of static and hissing, and 2 I moved. The first person I talked to kept telling me they couldn't cancel my service because the billing address on record didn't match the one I was giving. after 15 min. and two transfers turns out the billing addresses did match. after trying to sell me on staying with them and keeping me on the phone for 15 more min. I can't cancel my account without paying a $79.99 early termination fee. to avoid this fee I have to call them back on my 1 year anniversary. dec 1. don't waste your time or money

Reviewers Comments:

do not even consider vonage.. I was lured in with a promised $240.00 rebate when i bought a pc last christmas. The rebate never HAPPENED.. vonage said the upc number on my modem had already been used for a 40.00 rebate and refused to pay as promised, and if i cancel, it's 40.00 I absolutely BEYOND hate vonage. A few times each week, the phone is dead, and you have to unplug and reset the modem.. vonage sucks a thousand times worse than Lingo.

Reviewers Comments:

yo creo que soy la persona mas dichosa para los viop tengo actualmente tres diferentes companias de viop y no e tenido problemas con ningunas respecto acalidad de sonido llamadas caidas o no conectada todo siempre bien nisiquira con el famoso mal mal servicio al cliente de vonage todo lo contrario solo e tenido problema con el servicio al cliente de via talk cuando leo estos review en verdad creo que soy el mas dichoso

Reviewers Comments:

I have had this service for almost a year now and I have a lot of problems where I'm carrying on a conversation and I hear the person on the other end saying "Hello" over and over I can hear them but they can't hear me, I get a lot of dropped calls the sound is terrible, this service worked great for the first few months, and has slowly gone down hill, when my year is up I plan to drop them and go to a land line, I have not called the tech support to try to clear this up because I know they read from a script and can not help you, my sister calls them to complain about her service a lot, and they can never help her, voice mail never comes through on the phone so I have to go on line everyday to check my voice mail. I also hate it when my internet is down I have no phone. Plus of course when you do call them to try to work on your phone you can't be on the phone at the same time so what good is that?

Reviewers Comments:

By far the worst customer service experience anywhere. The company does not have it together. I was told that I would receive 2 months of free service and that I would be billed as requested and my account would not be automatically charge. Both statements proved to be false. When I called to correct this, I was told that the salesman lied and that there was nothing they could do. When I pressed to speak to a supervisor, I was repeatedly lied to with everything from we don't have supervisors, to they are in a meeting, to I am a supervisor, often by the same person during the same call. I had to call repeatedly to cancel. They refused to cancel my service and were extremely rude. I will gladly pay more for customer service that values the customer.

Reviewers Comments:

recommended not question two million customer why

Reviewers Comments:

Where should I start - it took over 6 hours on the phone with vonage's "English" speaking tech's to get it just working, then there were the 2 trips by vonage's on-site installers, and one trip by my DSL provider to make sure everything was working on the DSL end which it was. I kept telling myself that I was saving a lot of money. But then there was the crappy sound quality - customers could not hear us and visa-versa. Calls never rang through, messages that were left never showed up in our voice mail. Then I spent several more hours with Vonages' techs in India - I particularly liked "Lance" who could not even understand my questions - he kept giving me "script" that in no way addressed the issue I was calling about. If you want to ruin your business - sign up with Vonage. The last straw came with trying to get the fax machine to work with Vonage - why I was stupid enough to transfer this number to Vonage as well I do not know. I spent over 3 hours on the phone with 3 different tech's only be to told that another on-site visit would have to take place, but no one could come for 4 days!!!!! I tried to complain to customer service, but after waiting on hold for over 1/2 and hour as soon as I started my list of complaints - I was hung up on. I tried again - hung up on. Tried account management to see if they would give me a further credit for all of the time I have spent to get Vonage to work - finally got through after almost an hour and was immediately disconnected. So I have now done my research and I am switching companies.

Reviewers Comments:

so far i love vonage setup was easy and works better than landline phone voicemail is great sound is very very good. good value for the money

Reviewers Comments:

Choppy sound, dropped calls, hard to understand about 50%

Reviewers Comments:

Pros: Network reliability, sound quality, customer service, features, and web account support are the best I’ve seen in the VOIP industry. With a reasonably good Internet connection my 2+ years experience with Vonage has been a huge quality upgrade over my old Verizon land lines. In particular the sound quality is exceptional, often approaching low-end MP3 quality instead of the usual telco “voice”. Long term customers (over a year) can switch to a “Unlimited 12 Months Step Up Plan” which gives the same features as the normal unlimited plan at a lower cost. The ability to retrieve voice mail in the form of WAV file e-mail attachments is awesome. Cons: Vonage has started to drift toward adding the traditional telco bill style nuisance fees, including separate billing lines for “regulatory recovery”, “federal universal service charge” “emergency 911 cost recovery”, and “State 911 Fee”. It’s important to note these amount to about only $5 extra per line and with the long term customer preferred rates (see above) become trivial when compared to the quality you get for your money. The public relations over the recent Verizon and Sprint patent law suits could have been handled more openly. Vonage needs to trust the loyalty of their customers by providing details (including disputed patent information) on the actions brought against them. Most VOIP customers (like me) can’t wait to see the traditional monopoly telco land line business model die the death it justly deserves. Other thoughts: The current rights of intellectual property owners effectively exempt them antitrust and monopolistic behavior that would land others in the marketplace in jail. Intellectual property should not mean intellectual monopoly. Legal rights should only protect revenue and not stifle marketplace competition. VOIP supporters need to let their lawmakers know that they want Patent and intellectual property law reform now.

Reviewers Comments:

It is a major ordeal to contact customer service. They gave me contradictory information. The first person that I spoke to had a poor understanding of English. Even though they received notice from my current VoIP, they did not cancel my service and billed me again. They refused to have a 3-way call with my current phone company. They made it very difficult to cancel services. They are a poor value as, they won't accept their errors. If you cancel your service before 6 months are up, they charge an additional fee of about $40. I would never use their service again.

Reviewers Comments:

I've had Vonage for several years. It can be very solid, but if you have a problem and have to call tech support you will spend every cent you ever saved on the time you will put in with their tech support. They offshore their service and the people at the other end of the line are polite, but not competent professionally. They have a script that they are supposed to go through and that's all they know. My TA took a lightning hit four weeks ago. I was without a phone for over a week and a half before the replacement showed up. The TAs are no longer available at local electronics distributors. If your equipment goes out you are at their mercy. It was refurbished and had voice quality problems. The uplink just drops out for 10-15 seconds at a time. When I called tech support the nice, but not very bright support person ran me through 3 hours of irrelevant diagnostics such as the bandwidth check (I was a customer for 2 years with never a voice quality problem). After 3 hours of constant resets and MAC address changes the Comcast security servers cut in and blocked service for 10 min after each reset. It wasn't obvious that service was being cut off by the service provider so the tech decided that it must be the cable modem. So I started with poor voice and after 3 hours of mind- numbing conversation (on my cellphone) ended with no phone and no internet. After I hung up with the tech support person I sorted out what had happened and after a couple of calls to Comcast had it all back up, complete with poor audio. Tomorrow I'll be deciding on my new Voip provider.

Reviewers Comments:

I have been with Vonage since Jan 04, and despite a few teething problems have loved the service. I have 2 homes with a local number in each, plus a virtual US number and a virtual UK number. I love that my kids at college in England can call me for free. When I travel back and forth from my homes I just redirect (move) the number to wherever I am staying, works great. Tech service has been great in dealing with any problems and take your time with them, the accent is not that bad:-) Call quality is good, had some clipping issues, resolved quickly, In over 3 years I have only lost service twice (fixed within a few hours) and maybe dropped a dozen or so call for bad quality, all in all better than my land line and cell service. Odd thing is that I switched from Cable to DSL and the service is now much better, I guess 1.5mbs dedicated DSL against 3-5Mbs shared with the whole neighborhood Cable says it all). I have more lines, more flexibility and save at least $150 a month, what's not to like. Don't believe the pundits Vonage is a great service and is here to stay (hopefully)

Reviewers Comments:

Have been a Vonage customer for a year and half. Never had the need to call customer service until yesterday. A bolt of lightning hit near the house and tripped two circuits. Upon resetting them, my VOIP had no dial tone.. it was dead. So I called and was connected to tech support within 2 minutes (4:30PM). While it was a little difficult to understand the agent (Vonage out sources tech support to India - like MANY big companies these day including IBM), I told him right away that I think the lightning had something to do with it and the adapter may be fried, but he said he wanted to try to fix it for me. He was very helpful and spent 45 minutes with me on the phone stepping through procedures to try to get the line working again. He reconfigured the adapter (Linksys WRTP54G) several times, he switched the line over to phone port 2 to see if that would work, switched it back to port 1... etc... No go. During all this he called me back twice. Once because I dropped my cell phone and it hung up and the other time he said the new config would take about 10 mins and he would call me back as to not use up my cell minutes!!!). We finally determined the phone ports were dead and he checked my warranty status to see if he could replace the device. Well the warranty was over (1 year), but I knew that so it was no big deal. He proceeded to tell me to go buy a new vonage adapter of my choice at a retail store and Vonage would give me a 40 dollar rebate. He said when I call to activate the new device, to tell the rep to check the notes in my file and the details of the call would be there, as well as the rebate authorization. Hopefully when I buy the new device this weekend, all that he told me will be true! I know many dog on Vonage, but I am a fan. They have served me well. There has never been an issue on their end. Uptime is well, always up! Voice quality is better than my landline. The only time the quality degrades is if im using up lots of bandwidth on my computer, which will happen with ANY VOIP service. There will never be a perfect VOIP service, nor will there ever be a perfect anything else service. You just have to find something you are happy with and go from there. I am happy with Vonage.

Reviewers Comments:

Vonage posted on their site the day Sunrocket ceased that those customers would get two months free, free activation and equipment. I signed up online. When I received the online confirmation I had been charged $ 48.09. I called their customer service number and asked why I had these charges and I was told that since I had signed up online and not used the special 800 number that I was not eligible. I promptly asked them to cancel my account. NO WHERE on the site did it say that you had to use the special 800 number to qualify. I was transferred to 4 different people over a 3 plus hour period each saying I would not qualify and I needed to talk to someone else. I asked at least 8 different people to cancel my account. No one would give my a cancellation number until I called again and demanded it. When the equipment arrived, I refused delivery and Vonage showed it returned up opened on 8/6/07 After at least 10 calls and 3 charges to my credit card totalling $ 174.99, I contacted my credit card to help in the dispute. The credit card company originated a 3 way call today between Vonage, them and me. Again, we were given the same song and dance. The c.c. company demanded to speak to management and a very arrogant management person came on board and told he had many calls waiting and I owed the money. The cc. representative demanded him to look at the records of my account. Then and only then did he admit that I had done what I was supposed to do and he would authorize a refund. THIS COMPANY DOES NOT MAKE STOPPING THEIR SERVICE EASY. THEY HARRASS YOU!!! My old number is being held up with Vonage. Get your credit company involved. They really did help me. The cc company said that I was not the first customer to have such complaints against them.