Reviewers Comments:

No problem with ordering. Router sent to us was one supposed to be send to someone in California. We got their calls and they got ours. Took 3 calls and total time of 3-4 hours on the phone with customer reps who were hard to hear, had a strong Indian accent and voice quality with the rep was very poor. Finally had to demand to talk to supervisor to get it fixed. Had to argue with customer service to get the change over cancelled for our landline. They said Verizon had to do it, Verizon laughed and said no, Vonage was in charge of cancelling it. After 3 calls Vonage supervisor agreed to cancel it and did. Once we finally decided it was reliable enough (rare dropped calls and rare poor quality voice) and wanted to transfer our landline, we emailed twice with no response. Still too scared to completely cancel landline but the $15/month for full long distance and having a second line is saving us about $10/month and gives us a second line which is good. So.... we recommend it as long as you do not need customer service and as long as you have another line!!!

Reviewers Comments:

Incoming callers to our Vonage phone encountered intermittent silence, popping, and static. However, on our end, sound quality was quite good. Unfortunately, we were just not willing to put up with poor quality audio so we cancelled during our 30-day trial and got all our money back. Nice try Vonage, but we'll stick with our land-line for now.

Reviewers Comments:

Vonage tells you that you can have a 30 day trial period, no risk cancel anytime. When you try to cancel you are left on hold forever and are never able to speak to a customer service rep. Once the 30 day trial is over and you eventually manage to connect with a customer service rep you are told that you did not cancel within the 30 day timeframe and a disconnection fee of $121 will be charged. Do not order with Vonage. It is very very difficult to speak to a person if you have a problem or if you want to cancel.

Reviewers Comments:

Ordered and install the wireless phones. Had trouble with one set. It was replaced in less than 5 days. Changed my plans and connected vonage into my home wiring and all 5 phones plus fax works great. Sent the wireless set to California where my daughter connected them up and they worked without any problem. Very happy with both systems. Customer support is like all other service providers (Computer/phones/appliances) that have their centers outside the USA. All are rated low because I can't understand any of them. Even some of the credit card have their centers outside the USA.

Reviewers Comments:

We went with Vonage because friends had it and we didn't know any better. Problems include: echo, voicemail not showing up for 2-3 days, dropped calls, inability of caller to hear us answer the phone, very bad sound quality (garbled talk), calls being transferred immediately (without ringing here) to voicemail or to my cell phone, extremely bad customer service. Every time we call customer service, we get someone whose accent is so bad we can hardly understand him and they always tell us to re-boot, like we should just normally do this every so often. They told us one time that they'd call us back within 48 hours, but never did. Then they told us they'd e-mail us with a solution, which they didn't. I would definitely NOT recommend Vonage to anyone.

Reviewers Comments:

Well its hard to know where to begin...I ordered the router and service online and over the phone-no problem. However, the router did not work when it arrived. I maintained it was faulty, they maintained there was no problem, but could not seem to get it to work. Vonage said I needed to contact Linksys tech support (the makers of the wireless router) as they did not fully support the router, Linksys said that the problem was with Vonage. After about 2 months and countless hours on the phone with them and Vonage, a Vonage CS agent finally agreed to send me another router. It worked within 25 mins. Why couldn't that have been done months ago when I initially complained. Once I got the router up and running, I turned my attention to my telephone number portability issue that seemed to be taking a long time, so I followed up. After once again being bounced between the line portability dept, the CS dept and my telephone company, I am at my wits end. It has been over 3 months, my number still has not been ported over. I am currently paying 3 providers: SBC (my telephone company) to maintain the active telephone number so it can be transported, I have a bundled DSL service with them. I cannot unbundle it so I am paying them for both phone and internet. I had also signed up for Comcast cable internet to get a better signal with voip service. (I had figured on a month overlap of services to get everything up and running smoothly). Finally, I am also paying for Vonage. So at a ridiculous cost per month to keep all these services, what is Vonage telling me about the status of my number portability after 3 months of waiting.... ABSOLUTELY nothing. I've been given a string of excuses which after 3 months mean nothing: 1)after 2-3 business days you will receive an email of an updated status. 2) your ticket has been escalated!!! 3) your ticket has been escalated by a manager so you should hear back within 2-3 business days. 3) your ticket has been updated you should get a response within 7 business days 4) I dont see anything new on your account, but you should hear back within 2-3 business days. 5) no you cant speak with a manager because a) there isn't one here b) they will tell you the same thing I'm telling you....Basically my interactions with Vonage thus far have been horrendous. Their CS is attrocious. Wait and call times vary between 30 mins-2hours. Progress after all that time on the phone with them is minimal. I am stunned that any of their reps after 3 months of following up with the line portability issue can say to me to wait for an email for another 5-7 business days. What they dont seem to realize is I dont care who escalates what and whether I hear back within 2,3,5 or 7 business days via phone or email...I JUST WANT MY SERVICE TO WORK as described to me upon sign up. All in all, I want Vonage to work, but at this time, its proving to test my patience and budget. My advice after all the headaches is to RUN, run far, run fast and dont look back. Vonage is a nightmare.

Reviewers Comments:

Keep getting sent non-working phones. Of course, my 30 day grace period is up and I will not be refunded for the non-working phone AND I will be charged a $50 cancellation fee. NO EXCEPTIONS is the company policy. Getting through to tech support and customer service is atrocious. Many times over a 30 minute wait to get through to a techie that claims it's your ISP when he can't resolve the problem. I'm on my 3rd phone now and hope it keeps working long enough until I can cancel without penalty!!!

Reviewers Comments:

We got the free router, but wanted to switch to a router with wireless handsets. The call to tech support was an absolute nightmare. The first call was over an hour with a tech with very little english skills who claimed everything was taken care of but there was some sort of problem and he was transferring me to a higher level of tech support. After 30 minutes on hold the message said there was a problem contacting customer service and hung up. The second call got me another individual that barely spoke english and after 20 minutes of re-explaining what I was trying to do said there was no record of the first call and he was transferring me to billing (why???) to resolve the issue. The billing agent was understandably confused and transferred me to customer support. I spent another 30 minutes on hold before I got the error recording and hung up on again. Somewhere in the mix they managed to disable both modems and I now have no service. I am writing this while I sit on hold (estimated 15-20 minutes wait time according to the recording) in order to cancel my service. If that's what tech support will be like if I ever have another problem I don't want anything to do with Vonage.

Reviewers Comments:

I don't know where these bad reviews are coming from. I was really surprised to see all the negative ratings since me and many friends have had little to no problems with Vonage. I have had Vonage since Feb. 2005 and have had essentially none of the problems mentioned by other reviewers. Ordering and installation was a breeze. Customer service has been excellent. I called a few times with account/referral questions and my issues were taken care of promptly and fairly. I haven't called in the past year since they have grown so much, so I imagine some of the wait times mentioned by reviewers are accurate (2-3 hour waits - come on, people). I know how people can exaggerate in reviews, so potential customers should take that in to account. For example, when a negative reviewer says they called customer service 10 times to fix a problem, in reality they maybe called twice. I can't remember the last time I had an outage due to the Vonage network. Yes, my internet connection has gone down a few times, so my phone hasn't been functional during those times. But is that Vonage's fault? Of course not. People, your phone is tied to your internet connection. Stop calling Vonage when your phone isn't working. Check your internet connection! You say that Vonage isn't helpful, telling you to reset and unplug connections. They don't seem helpful because they are doing the job that your ISP should be doing. It's not Vonage's job to get you on the internet. Bottom line: Vonage has been a great experience for me. I recommend it to everyone who asks. Buyers, don't let these reviews scare you away.

Reviewers Comments:

First the sent me a phone device with a $50 rebate and a bill for the device and a full month's service. The device was defective, so they said they would send another. I checked my email a few days later and saw they charged my credit card FULL price for the second device so now there are $207 of charges. I called every day for a week trying to get them to cancel my account but they claimed there was something wrong with their system. So, I was fronting them all of this money long after I told them I no longer wanted their service. When someone finally was able to close my account, guess what... They charged me another 39.99 ($41.-- with taxes) to disconnect. I was trying to save money and they were making this more expensive than 6 months worth of my regular service with Verizon (land line service). I work in an area where jobs are being taken over by off-shore labor (computer consulting) and I'm mad as hell there aren't tarriffs on foreign labor like there are tarriffs on foreign automobiles to protect the car companies. So when all of my tech support calls were handled by useless ignorant script kiddies who could barely speak English, on top of being very rude, I was very disappointed. These first level help desk people wouldn't listen when I told them the device was defective, that I knew how to configure and connect their "LinkSys Router/phone device". I had to call 3 times before someone would escalate my case to someone willing to replace the hardware. And then they charged me full price. Getting them to give me a Return Authorization Number for the defective device was like spinning lead into gold. They never did send the second device because I called and cancelled the shipment before it ever left. But they still charged my credit card for it and didn't reverse the charge for over a week and a half. I finally did get reimbursed for everything but, my time is valuable and having to call them 6-7 times and speak with rude idiots for a half hour is just as expensive. Their ploy is to make it SO hard to complain that you'll give up and except the shoddy service and support. I wish I had found this site before I ordered their service. No wonder their rating is so low. Their product is a pile of dung.

Reviewers Comments:

Pros: Not a single one, very expensive actually, read below! Cons: 1-2 hour wait times - no service, dropped calls, router outdated and keeps resetting. I have been waiting 4 months now for a number transfer which hasnt yet occurred, yet they have billed me each month and seem to keep having technical difficulties when trying to credit me. I have been hung up on (they say it was an accidental disconnection) twice while trying to speak to a supervisor (2+ hour wait times each time). I have now payed over $125 for a phone line I havent yet been able to place a single call on, please beware of this company, horrible customer service (very few speak english) and no help at all when you have a billing issue. I work for a phone company and I am fairly familiar with the problems that can be associated with number portability, but this exceeds anything we have ever experienced. Beware of this company!

Reviewers Comments:

I've had vonage for 2 years now. While not perfect, I think it is better than a regular landline due to cost. I have had more problems recently where I could hear the other caller but they could not hear me. Occasionally, I can't get a dial tone, but that is rare. When I ordered vonage and got my phone 'gizmo', I had to call the customer service group because my 'gizmo' was not registered properly, which was a pain.

Reviewers Comments:

I had Vonage for almost two years now. I used to get dropped calls; person on the other end could never hear me properly (well this still happens); I would get alot of outages; and since this past summer I've been getting many anonymous calls. It sad that Vonage has so many customers and vonage is too cheap to implement the call blocking/anonymous call rejection feature. Many vonage customers have complained especially about this feature because the unknown calls and calls from telemarketers we all know are an annoyance. Their customer service is horrible - like many people before me have mentioned. I swear everytime I call, I GET THE SAME PERSON - who never has an answer right away - he always says "Let me speak to my supervisor" and he'll come back on the line with a three word answer. I believe he's probably looking for my answer in a book or something! Anyway, I've had it with Vonage. Because of their limited features and bad customer service, I am forced to leave them. My money can be better spent elsewhere. I believe I will try VIA:TALK next since they most of the features I want. I seriously wouldn't recommend Vonage to anyone because it is honestly a waste of money. As someone said before me, Vonage is only good with their marketing. SCREW VONAGE!

Reviewers Comments:

WORSE THING I EVER DID WAS SIGN UP WITH VONAGE. QUALITY IS EXTREMELY POOR. CANNOT EVEN USE WITH HOUSE LINES. THEY HAVE OUTSOURCED ALL SUPPORT AND WHEN YOU CALL THE SUPPORT PERSON IS NOT UNDERSTANDABLE AND IS OBVIOUSLY READING FROM A SCRIPT. THEY HAVE NO AUTHORITY TO DO ANYTHING BUT WASTE YOUR TIME. BECAUSE THEY HAVE TO BE REACHED BY PHONE AND YOUR VONAGE IS NOT WORKING YOU HAVE TO USE YOUR CELL PHONE AND SIT AND WAIT ON HOLD FOREVER. I SPENT 1 HOUR ON HOLD BEFORE HANGING UP.