Reviewers Comments:

When I moved out to Victoria in June, one of my first moves was to purchase VoIP service from Vonage Canada. I got their little USB stick phone, which is easily used on any computer with a USB interface with no setup, just plug in and go. One of my key things was I was going to transfer my old 780 cell phone number over to the Vonage service, as I use it for my DJ company and still have clients in Edmonton, not to mention friends and family that knew it. Upon sign up, I called them and had them start the number transfer process. That was July 5. For the first few weeks, the thing worked perfectly, albeit with a "virtual number" since they expected a 10 day delay in the number transfer. No worries, I was pretty happy so far. Then a few things happened. Vonage contacted me on July 27 to ask for my PIN and account number with Virgin Mobile, my cell phone provider. I asked what was taking so long and they ignored me, saying that it would take as long as it takes. I explained to them how I used to sell and activate phones for a living, for 3 years in college, and that we could transfer numbers in a matter of hours. What s taking so long? At this point, too, the signal quality starts to degrade significantly. I blame Shaw for throttling our download speeds, but it turns out this is not the case. What's going on? To explain my frustration, I can make local calls on my cell here, but people dialing me have to call long distance. My clients back home ALSO have to call long distance. When I call them back I have to call long distance. This is starting to cost me money to the tune of $40/week cell phone charges, which is hard for a student to keep up. Another month goes by and, despite repeated calls to Vonage, I'm no further along. Then, on Friday, I get an e-mail from them saying the transfer has been aborted since that number is no longer in service: "We received your request to transfer 1-(780)-xxx-xxxx to Vonage. Unfortunately, an issue has come up with your current phone company that needs to be addressed before we can proceed with your number transfer process. Your current phone company informed us that the phone number you requested to transfer has been disconnected. To transfer your number to Vonage, a number must be active with your current phone company." This is amusing, so I call them with my supposedly cancelled phone and get in a lovely screaming match with their "manager" on the other end. He's saying my number is disconnected and I'm saying I'm calling him with it and he's got his head so far up his rear that my voice is obviously not getting to him. As of today, I can't even use the thing because nobody on the other end can hear me. So the lesson here is Vonage has zero customer service, doesn't perform their job and takes an exceedingly large amount of time to mess around with you first. I'm cancelling my service and demanding money back. I've decided to look at VoIPGo, one of the others who offers a softphone service, for a LOT less money. Hopefully those of you who read this will make the wise choice and avoid Vonage in the first place.

Reviewers Comments:

My only complaint is that they have not added any new calling features in two years.

Reviewers Comments:

Vonage has the worst customer service. They were unresponsive and seemed to not understand anything I asked them. They also charged me MANY service and cancellation fees even after assuring me that if I kept their service for 6 months I would have no cancellation fees. They also charged me for the "free" equipment when I quit. I've since switched to Phonepower. It is less than half the price and they have been no trouble.

Reviewers Comments:

I have ordered 2 lines, I got two hardware in mail. I called and asked to merge the account and both lines on the same hardware, which has already two ports. 15 calls and opening 5 tickets. Nothing was done. I called and asked the person to extend my 1 month free and fix the problem. He said I cannot extend the money back guarantee. I cancelled service. I was asked to returned the hardware on my cost and vonage do not pay on returning the modem. It was not explained when they signed me up and no mentioned of it during conversation. It is rip off and I have dealt with many companies, such as Bell, Premiums, Sprint but never had to pay shipping and always been covered by Service Provider. It was offered as free 1 month trial and than I had to pay shipping. Also, when you down load and speak at the same time even have supreme internet connection it had disturbance and other side cannot hear time to time. No way to recommend to any one.

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Almost as bad as cell phone

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Excellent service. Quite a bit of feature for no extra cost.

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I paid them for the year in advance when I got the service. I had issues with the quality and I had to cancel within 30 days. I am still waiting for a refund of $220 and it has been 4 months since I cancelled my service. Customer service is horrible and they will not even reply me back. Do not trust them - beware. I opened a dispute finally with the credit card company and I am waiting for a resolution. Will file this with BBB.

Reviewers Comments:

I purchased this system for a business use. The actual service was fine but did not have the availability/features that were told were available during the sales call. After the item was purchased, the company did not care what the sales person stated the service would provide. It took over 30 days to get both lines on one box and then I realized that the company could not do what it had promised. This error just cost me 150 in early cancellation fees!!!! Make sure you cancel prior to the 30 days, VONAGE SUCKS FOR BUSINESS USE!!!!!!!!!!!!!!!!!!

Reviewers Comments:

Excellent Service, Customer Service, and very reliable and affordable compared to other companies out there. They have really done a 360 turn around. They have totally improved in providing a good VoIP service. Highly recommend VONAGE. Keep it up. A++++

Reviewers Comments:

Beware! They charge you $39.99 to cancel if you don't have their service for at least 2 years! I have gone through 3 modems in the last 4 months. The voice quality is terrible and the customer service is terrible! They also lie about charging you. They expect you to return failed products within 14 days. If you do not they charge you and don't credit you after they receive it (even if it's on day 16) They will also charge you for a replacement even though it's suppose to be covered. I have had over $200 in bogus charges from Vonage that I am now fighting through my credit card! DON'T go to Vonage, there are better companies out there that won't charge you a cancellation fee because their service is terrible!

Reviewers Comments:

When I first subscribed to Vonage I took the time to register my Enhanced 911 data so that if ever needed the E911 operator would know my location. Two months later I had occasion to call 911 to summon an ambulance to my home, but to my chagrin the E911 operator had no information on me, despite the fact that I had registered it. Fortunately I was conscious and able to give the operator directions to my home. The next day I called Vonage Customer Service to explain that they had not recorded my information but they assured me that it would be done within ten days. Unsatisfactory! I persisted and Vonage Customer Service allowed that they would do so within 24 hours. I called the E911 operator 24 + hours later but they still had no information on me. I tried again one week later and again, a month later, but still no action had been taken. So I reported the situation to the FCC and Vonage miraculously responded by recording my data. However, in its response to the FCC, the company misrepresented the facts of the case, presumably to avoid being fined. By this time I had given up and switched to another VOIP provider.

Reviewers Comments:

Be aware with $39.99 cancellation fee, which they don't tell you when signup.

Reviewers Comments:

I have had Packet 8 twice, SunRocket, voip.com, iconnecthere, phone power, Comcast, Optimum online, and Cox. Vonage is clearly the easiest to set up. The cable companies sound quality is superior to any other service, including ATT regular phone lines. But, for most features and really good quality service, Vonage is the best by far I have used. The V-Portal was truly plug and play. Not true with anyone else.

Reviewers Comments:

very bad connection, phone drops quite often, international calling has extremely bad quality, usually only one side can hear, and most of the times there is crackling to the point you cannot hear anything, you almost will always have to go online to request a credit from them. Terrible terrible quality. Very unreliable, what if there was an emergency? Also note that you will probably need to reboot the vonage box quite often, I have to do it almost once every two days.

Reviewers Comments:

I work with VOIP/ROIP technologies so I know what to expect with VOIP and I feel for those having problems and not knowing all the knicks and knacks. I was paying $150 per 18 months with Sunrocket (compared to $600/yr with landline subscription) till they suddenly disappeared and Vonage had a discount for Sunrocket subscribers who were tossed. you pay for what you get, quality, reliability, easiness of use doesn't come for low prices. unless you have a tech background, you will be dealing with outsourced call centers who aren't always easy to understand, and you will eventually have to figure out how it all works and make it reliable yourself. I like the SIP phones you can choose with Vonage. They are a little more, but I can go to starbucks or any place with wireless access (hotels) and connect to their WAPs and use my SIP phone like a cell phone.

Reviewers Comments:

Okay, I should have taken the written comments of others seriously before going to Vonage. I made the mistake of switching my mother over. Big mistake!!!! Before switching my mother over I called Customer Service (terrible dept.) to ensure that two Vonage devices would work on one computer. My mother and I share a house with separate phone lines. Well, it didn't work. Both phones would go out and my Internet service, sometimes 2-3 times a day!! I would have to call the Tech department and ask for assistance in getting my phones to work. Sometimes I could understand them and other times I just hung up and called back. There were some times I would not even get through. Nevertheless, they (Techs) tried everything, finally I spoke to someone in the Tech dept who told me I needed to buy a router. Why? I wasn't told I needed a router when I asked if two devices would work on one computer. Well, I wasn't going to spend any more money, so I decided to switch my mother back to AT&T. I have spent hours on the phone with Vonage Techs to try to resolve the problem, no such luck. When I finally switched my mother back to Vonage, due to the device not working properly, I was billed $111.00!! Mind you, half of the time the phone did not work. I called the Customer Service Department and sent emails. I was told they would not reverse the charging, because it had been after 30 days and they had to recoup the rebate money. Did I mention half of the time the phones did not work? I still have one Vonage devices hooked to my computer. Guess what? It still doesn't work. I'm on the phone with a tech at least two days out of the week. I never know my phone doesn't work until I try to log on the Internet. I was told it wasn't my DSL but, the Vonage device!! Imagine that!! Now, of course I'm scared to cancel my service because I cannot afford to pay another $111.00. PLEASE WARN OTHERS NOT TO SWITCH TO VONAGE!!! THEY PREFER PROFIT OVER INTEGRITY!!!!

Reviewers Comments:

They charge if you want to quit It rarely works with faxing and never works with TIVO The phone drops calls about 15% of the time If you try to quit they will constantly "accidentally" drop the call. AWFUL!

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Reviewers Comments:

I'm a tech guy, so tried to use their customer service once when night before their web-server went down - I had all my calls forwarded to my work # and then was working from home next day and couldn't disable call forwarding :( event through their customer service - they told me you can do that only through your online account, okay - one day mess worked out. That's the only experience with customer service - never called them after. Advertising $14.99/mo for 500 minutes - LOL - there is so many additional taxes/fees that run my bill up to $25/mo, not bad huh?! That's what I want to know ahead with other VoIP companies. Lack of features you would want to have and others do - like int'l call forwarding, blocked #'s list. The main fuss comes when you call international - hard to reach (even though I can reach them through other vendors over my cell), bad quality when you have int'l call, all of a sudden the other side can't here you, breaks, interrupts. Unless you don't use this service for int'l - it is still okay for US & Canada (can't say for PR - didn't use yet). The main point for me was to use this service for int'l calls placed from home - even though I have cell phone and can use those prepaid cards and it is a worse service for int'l. Indeed I even don't need a home phone #, just for int'l and it fails there. Thinking to switch or cancel at all.

Reviewers Comments:

I usually do a lot of research before purchasing anything. I did my homework on Vonage and despite all the bad press I read, signed up for a 'Free Trial' period of 30 days figuring I had nothing to lose. Well, despite all the information the rep spouted at me, he failed to mention that during the 'free trial' period there are limitations to the minutes and if exceeded you do not actually get your money back. When I called to cancel the service, the supervisor told me they cannot tell customers everything and I should have expected this. I would think limitations to a free trial would be stated upfront given all the other info spouted at you. This 'detail' is buried in the Terms of Service where it does not print out when they are printed from Vonage's website. The supervisor was trying to convince me that Vonage is upfront and honest and they really did not want to take people's money. I spoke to a rep prior to signing up, asked specific questions such as will my other phones work. Was told yes. They don't. So I called customer service and was told I 'needed wires to be cut outside my home in the box' and/or I needed to buy wireless phones. Spoke to three reps in first two weeks. All were struggling reading the script and did not know what they were talking about without it. I actually had to explain Vonage features to one of the reps. Even the rep I got when calling to cancel started to say she had not done this before and had to put me on hold twice. That's why I finally asked to speak to supervisor. Vonage marketing and sales is questionable and they certainly do not resolve customer complaints. I'll be sure to pay attention to bad press in the future and also tell anyone who is considering VoIP to avoid Vonage.