Reviewers Comments:

Reviewers Comments:

This company has obviously outgrown their abilities. I've tried to cancel their service for months now and I can't get through to their Customer service. I don't have 30 mins to wait on hold. I still continue to get billed - after leaving messages and e-mails to cancel - no human interaction has been made available. Ridiculous! Try a different service.

Reviewers Comments:

I am currently experiencing echos on the line as well as sometimes my message indicator on the phone indicates there's a message when there is none. The Customer service guy told me what to do for this "glitch" in the system. He says this happens quite frequently. Willing to shrug off this little annoyance for the cost of the service. My biggest issue is losing messages; specifically, getting messages days after they were left! My teenage son stayed away at a friend's for a few nights without a call and when he got back he said he did call - twice. I didn't believe him until days later I got the message and it was date stamped the date/time he said he left the message. This was very upsetting as I was ready to call in a missing person!! It happened again...my son says he left a message but I have not gotten any voicemail messages for days, which is unusual.

Reviewers Comments:

Vonage will lead you in with good service! Everything is perfect, however you will find your service does not work. WHEN THAT HAPPENS!!!!!!!!!!!1 They claim they updated their service and you need a new linksys box you are forced to buy a $100.00 box! STAY AWAY from VONAGE! Don't be a sucker!!!!!!!!!!!!!!!!!!!!!!!!!!

Reviewers Comments:

When I first started with Vonage I thought that I had won the lottery. Whats not to like about a service that is cheap and has so many services and backups to cover any potential problem? Recently I found out. When incoming lines are out - "fast busy" there is no call forwarding, no network unavailability backup, no call forwarding, no e-mail access, no account access, no way to tell if the system is down or if you missed a call. This happens more and more - especially during the holidays when you might like to talk to relatives. Vonage was essentially unusable during the holidays 2005. The key thing is that it is unethical to recommend Vonage to others. I'll eat my mistake but I won't pass it on to others

Reviewers Comments:

I had Vonage for 2 months and its working really good. I like all the extra features like caller id, 3 way calling and voicemail . Once you fine tune your equipment with a tier 2 level technician, the system is great. Customer service is lousy. You have to wait an average of 20 minutes. Level 2 tech will help you fix all your problem.

Reviewers Comments:

The worst service both as far as the product and customer service that I have ever dealt with. First of all, the people answering the phones are either ignorant or liars or both. This morning I called because I could not access my account on-line (for the second day in a row) and the CS rep told me this was the first time this problem has happened at Vonage - a BLATANT LIE! I had the exact same problem yesterday. So, now I cant access my account on-line. Every time I call with a problem, I am told 2-3 hours for it to get fixed, but today, I finally got the CS rep to admit that the "2-3 hour response" is something that management tells them to say to callers who call in to complain. So they know they are lying to you when they tell you 2-3 hours to fix a problem. THE TRUTH IS THAT THEY DON'T KNOW. The week before I could not access my voicemail - took 7 days for them to fix the problem. However, they kept telling me the problem would be fixed in 2-3 hours. AS WE NOW KNOW THIS IS A TOTAL AND COMPLETE FALSEHOOD. Before that I spoke with 4 people about my caller ID which displayed the wrong name for 2-3 weeks. After several conversations with different individuals, I was finally told that the caller ID could not be fixed and that I would just have to live with it. Totally unacceptable so I kept trying and finally got a hold of someone who fixed the problem. THE WORST CUSTOMER SERVICE EVER!!! A GOOD IDEA IF IT EVER WORKED but there has to be better out there. I WOULD NEVER RECOMMEND VONAGE TO MY WORST ENEMY.

Reviewers Comments:

Their website was down too much, call forwarding madness!!!!!!!!

Reviewers Comments:

Vonage rarely answers e-mail queries. Tier 1 Techs know nothing. Constant intermittent problems with caller id, voice mail indicator, sound quality even with no other traffic. They are growing too fast to meet any reasonable service levels.

Reviewers Comments:

If you have problems, customer service is nonexistant. It is also very difficult and expensive to disconnect. I recommend that you avoid Vonage.

Reviewers Comments:

Vonage is in the process of moving offices in New Jersey which seems to be screwing everything up as far as new customer installs go. (week before Christmas) - I've written 4 emails for help and gotten only 1 reply and that one did not address the problem I wrote about. I have made 5 phone calls and only two were productive. I also learned that your final phone menu choice determines whether you'll get an American on the other end of the line. BUT - when the phone works, it's extremely high quality audio and the included features are just amazing - they'd cost 30-40 bucks on a legacy system.

Reviewers Comments:

I was a customer with Vonage several months ago and was told I could keep my existing phone number; it would take up to 20 days to transfer. After 4 months and hours spent on the phone getting conflicting answers as to why it wasn't happening (did I mention HORRIBLE customer service-4 different supervisors promised to call me back but none did), I ended up cancelling my service. Stupidly, I decided to give them another chance after I moved. This time I didn't want to keep a number, so was reassigned a new one. I could go on for pages about the terrible service and how I spent 6 hours in 3 days on the phone with them, but to keep it short the "service" was never able to be activated (for several different reasons-everybody I talked to had a different one) so once again I cancelled. I will never deal with this company again-I have never experienced customer service as bad as this.

Reviewers Comments:

I have been working with CSR for the past 14 months trying to get my service working. Vonage has sent me 5 TA and my service still has not worked. I have talked to CS 233 times via email and via phone trying to cancel my service and get a refund, they insist they will get my service working also they will give me free service for the last 14 months of no service. To this date my service is still not working and I have canceled my CC so that I can cancel my service but they started to charge me interest for none payment. I also have sent and email and certified letter to BBB reporting Vonage business practice.

Reviewers Comments:

Obviously from the rating I had a bad experience with Vonage, but I assume perhaps it's just my area that is somehow unique (Silicon Valley!). Anyhow, we experienced frequent echoes on the phones, long delays when calling long distance to Europe/Asia (it took up to 2 seconds for the voice to be transmitted), some automatic answering machines blocked our calls (for example I couldn't call Kaiser Hospital from the phone because they were blocking Vonage's server or something), I'd try to call our Vonage number from outside and would get busy signals (my wife assures me she wasn't gabbin on the phone :), and the sound was often choppy. So that's it. Here's a letter I sent to customer service, perhaps this is revealing:

I started service in July (2005). I wanted to cancel (within 30 days) because of a number of technical problems (long delays, echoes, dropped calls, spurious busy signals, you name it), and since I was having a baby in the couple weeks I wanted no complications. The salesman said that he would extend the startup service period for 3 months so that I could try to solve all the technical problems. I never could and in fact besides trying to solve the technical problems I never used Vonage during this time. I called up in September to say I just want to get a refund. After having painful conversations about startup periods, they told me once they receive the router, I will get one. I just got an email telling me the router was received, but no mention of the startup refund. I called up customer service and they said I couldn't get the refund since it was past the 30 days. I tried explaining my previous conversations (over a very bad echo on your side!). The operator put me on hold and then after about 5 minutes of listening to really loud music, I was hung up upon. Now I am mad. I want my refund ... AND DO NOT TELL ME ABOUT THE STARTUP PERIOD!!! Nothing has worked with the system and now I am being jerked around by customer service. Sorry, this is getting to me.

Reviewers Comments:

I initially had problems ordering because they could not process my credit card online twice. I tried 2 different credit cards and I kept receiving an error on their website that it could not process. I waited a day and tried again with the same credit card and for some reason, it liked my credit card this time. Besides the credit card issue, it was very easy to sign up. I am happy with the features of the service and was also happy with the different hardware choices that Vonage offers. The biggest issue that I have is that the service appears like you are using an old 1980's Half Duplex phone. When you are talking to someone else you better hope that they do not say something at the same time because you can only talk or hear them talk. If you try talking at the same time you completely lose them. There is also a delay from when you are speaking to the time that they hear your complete response. I am overall happy with the service but the call quality is very poor. Hopefully with some additional customer support this can be worked out.