Vonage
Reviews and Complaints

I am with Vonage for my phone service and my service contract ends on 11/22/2015. I paid monthly service charges until 12/08/2015. Last week i moved to a different carrier and submitted number transfer which was transferred on 11/20/2015. Vonage automatically cancelled my service when number transferred and charged early termination fee of $21.45 even thou I paid bill until 12/08. When I called them, they did not agree to refund termination fee or prorated monthly fee. How come they charge early termination when I paid until 12/08 and contract ends on 11/22.

I cancelled my Service with Vonage 5 years ago. I never gave it a second thought until they called 6 months ago to tell me I owed 2 months like $42. I refused to pay and told them I cancelled 5 years earlier. Then they said they never had any indication that I cancelled my service. I said, well I did and I still want it cancelled. I thought it was taken care of but started receiving calls from a collection agency 2 days ago. I called Vonage and they passed me around 3 times before I got to someone who would help me. She said I still owed like $42 from March but my service was now cancelled so I would not receive any more bills. I informed the lady I was recording the call too. She then said she would reduce my bill by $20 and I said ok so if I pay it the new amount of $22, am I done and I won't receive anymore calls or bills from Vonage and she said yes and I received a confirmation and receipt. Today I received another call from the collection agency. How the heck do I now get the collection agency off my back? Do I need to get a lawyer involved?

I was not getting calls on my phone. I called tech support. I had them fix the settings. When I contacted VONAGE to find out how long this miss setting had been in place, how long I had been going without the service I paid for, when this miss-setting had been put in and by whom ... The reply I got was BS information that did not apply to what I asked AND "We Don" from the Executive Response Team. No help, No proper information since Vonage are the only ones with access to this information ... I have filed complaints with IC3.Gov, FCC, FTC, BBB since the response FROM THE EXECUTIVE RESPONSE TEAM was 'WE DON' ... I hate it when any company has the attitude of 'We do not have to provide the service or customer service BUT IT is your Obligation and Privilege to pay us'. I am a paying customer, I deserve both the service I pay for AND I deserve proper customer service and answers to my questions. NO CUSTOMER DESERVES THE ANSWER OF 'WE DON'..Anyone who has problems with Vonage without proper help from Vonage, File with IC3.GOV, File with FCC.GOV, File with FTC.GOV

Seems great UNTIL you have to contact support! I was not getting calls. I called tech support, tech support told me that it was set for 0 rings before going to voicemail and that will not allow calls to come into my phone. I had tech reset it. I contacted Executive support to ask when it was set to 0 rings before going to voicemail, how long it had been set that way and by whom? I have not gotten any proper answers from vonage, just abuse. What I get back was abuse by Paul R of Executive Support stating, :
What we stated was that your Vonage online account from July 20, 2015, July 20, 2015, and July 29, 2015 shows that it was accessed and the voice mail settings were changed. During this time frame 3 changes occurred to voicemail settings. We donb

Sincerely,

Paul R.
Executive Response Team
No Answers, Just BS answers and Avoidance and the abuse of "We Don"

Our phone bill every month from Comcast has been $137.00, and that’s just for phone and internet, not including cable. I was trying to get cheaper phone service. I was told by Comcast, that you can’t have high speed internet without a phone line. So, I chose to keep the internet with Comcast and tried to find a cheaper phone provider. On the 26th of February, I called Basic Talk (who I now know to be Vonage) who claimed they could provide phone service for $12.55 a month. They also claimed they would call Comcast so I keep our phone number. On March 2nd, the internet stopped working because the phone line went dead. When I called Basic Talk after getting an 800 number off television, they told me I had to have high speed internet to obtain the phone service. Because the phone equipment they provided didn’t work, I called them to cancel their service to get our phone turned back on. They claimed the cancellation was taking place and sent me an e-mail stating this had been done. I then called Comcast to get the phone turned back on. Comcast told me that Basic Talk had pirated the old phone number (which we’ve had for 24 ½ years) and gave me a new phone number. Comcast said for me to get the old phone number back, I have to call Basic Talk to get them to turn the old phone number back on, and then Comcast could pick it up. Since all this transpired, I’ve discovered that Basic Talk is really Vonage and I wish I’d read the other complaints before signing up with them. They’ve not only ripped me off, but others also who were only trying to obtain an inexpensive telephone service. They’ve not given me my money back and I was on the phone for almost 90 minutes each time trying to get this matter resolved. My advice, DO NOT DEAL WITH THIS COMPANY UNDER ANY CIRCUMSTANCES!

I had service with this company three years and I called to cancel my home phoneservice twice two months ago they kept refusing and then lied to me saying they did but the phone was still on so I assumed it was prepaid and they withdrew $170 out of my bank and when I called they refused to give my money back and refused to cancel they are a bunch of aholes and highly unprofessional they wont cancel they keep offering deals I spoke with manager I hope its canceled now.

Vonage business solutions told me the business phones had a thirty day money back guarantee. They lied the tech told me vonage doesn't work over comcast phone lines. I told the rep I had comcast and they still billed my card and sent the cheap phones. I cancelled the second day after hours on the phone with tech support. I could not make one phone call They refused to refund my money and they continue to illegally take money out of my account. Be warned do not do business with this company they have hundreds of complaints just like mine.

I am a Vonage customer, and was happy with the service, I have to leave the country for Europe, and I wanted to disconnect the service and return their device .first they said no problem, and no, I don t have to return the device and I can even program my disconnect date.Then I spoke to another associate who told me that I have to pay the remaining balance of my contract that is 26.99$
for 6 months and there was no other way.
any ideas what I can do ?
thanks
David

After many problems with vonage i decided to take my number to another company. while in the process of porting the number Vonage disconnected my service to stop this from happening.
I called them since i still had almost a month paid left on my service and they said they cannot connect my number back but that i have 30 days to connect it again.
So basically i had 30 days to connect the number again and they cannot do it just 2 days after they disconnected my service
vonage is a dishonest company be really careful when dealing with them.

I have signed up to Vonage unlimited to calling to India in 2010 Feb. Vonage clearly saying that it is unlimited. Here is the advertisement from Vonage.com: http://lp.vonage.com/ild-vw-on?LPID=india1&CMP=KNC-GOO-NB-Nb_-_Ild-Vw_-_Geo_-_India&gclid=CP-sxe3vurMCFROnPAodm3gAcw

My usage is usually 1800 mins to 2500 mins every month. In Sep and oct ’12 month my usage was a little bit high and used 3, 700. Vonage charged me 37$ extra saying that my usage pattern is different this month. As a customer, I use sometimes more and sometimes less.They have automatically changed my plan to power user plan and without my permission they have charged on my credit card. This is not only to me. Vonage is charging for many of the customer. I am requesting you to please address this issue and request them to change their false advertisement as “unlimited calling to asian countries”

I purchased a Vonage kit with phones from Walmart. When I tried to activate it on line, the only way to get the specials was t order a new adapter and wait for it to arrive.

I called Vonage and they said they could do it over the phone and give me the specials. Their own representatives did not even know how to get to their activation website. They could not give me tne specials or even activate the phone.

I ended up returning the kit to Wal Mart. And cancelling the service they said they could not set up. I logged over 4 hours on the phone with them, mostly with people in India with poor English.

Vonage calls me and tried to sell me their service to replace my ATT service. So I listened to the pitch, then then the salesman gets mad at ME when I ask a few questions concerning how they will buy out my current contract with Hughes net and ATT. Tells me " Since I have so many questions, I can continue going through life paying higher than needed rates and have a nice day". Then he hung up. Well Vonage your rude temp or your rude trained telemarketer convinced me to let others I know to avoid doing any type of business with your company.

I had Vonage service in 2009, and after finding no need for a home phone, I called to cancel my service. Having heard nothing from Vonage or anybody representing Vonage I assumed the matter was through. Now, in 2012, three years later, I recieve a letter from a collection agency informing me that I owe $99.67 to Vonage for unpaid services. I contacted the collection agency and was told to contact Vonage to dispute the charges. When I spoke with "customer service" at Vonage, I was informed that the account was never cancelled. I asked several times why, if they believe I owed them money, it took three years for them to contact me. They claimed that they called me (on the phone that I assumed was disconnected and was not using), and emailed me (through an old email that I had cancelled and never updated with Vonage because I assumed the account was closed). I asked why they didn't send something through the mail and was told they "don't do that." They claimed that I never cancelled my service and had just made an "inquiry, " and asked for the confirmation number. Having been three years, I told them I was unsure where the confirmation number was, and maybe if they had informed me that week, that month, or even that year, this could all have been resolved before they started ruining my credit report over a lousy $99.67. I cannot for the life of me understand Vonage's business practices.

I have been a Vonage customer for 5 years with 2 lines. I called to cancel my service because I am giving up my land lines. After being on hold for a while, I spent a full 5 minutes explaining why I was giving up service, and fighting off sales pitches - no I do not want a lower rate, no I do not want to give up only 1 line...

Several minutes later I received my confirmation e-mail thanking me for agreeing to continue my Vonage service:

"We're delighted that you've chosen to stay with Vonage. We're writing to confirm the terms you discussed with our Account Management representative on 04/28/2012 to continue your service on the following plan: U.S. and Canada 750. This plan is associated with the phone number(s) listed above. As discussed, you'll continue to be charged a monthly fee of $19.99 on the following plan: U.S. and Canada 750. Your next billing date is 05/05/2012.

This was all a blatant lie. So another call to "customer service", Another representative trying to change my mind. And finally an e-mail confirming cancellation. Now the wait to see if my credit card gets charged.

Vonage is not worth the aggravation.

ON 11/2/2011 I CANCEL MY SERVICE WITH VONAGE ON 11/6 THEY CONTINUE TO CHARGE MY CARD $50. WHEN I CALL THEM TO REPORT THIS ERROR A RUDE, DESPICABLE PERSON B THE NAME OF SARAH REFUSE TO LISTEN TO ANYTHING.SHE KEPT TELLING ME TO KEEP THE SERVICE & THEY WOULD GIVE ME A LOWER PRICE I EXPLAIN I GET DISCOUNT WITH PHONE COMPANY I HAVE NOW DUE TO EMPLOYMENT SHE TALKED OVER ME AND KEPT INSISTING I KEEP THEIR SERVICE & THE PREVIOUS SERVICE REP DIDN'T PUT IN THE DISCONNECT REPORT. MEANWHILE THE PHONE NUMBER THEY CHARGE ME WITH IS DIFFERENT CAUSE I TRANSFER THAT NUMBER TO THE NEW COMPANY THE THEY GAVE ME A NEW NUMBER & CHARGE ME. WHEN I TOLD HER I WAS GOING PSC & BETTER BUSINESS BUREAU SHE SAID THAT WAS ON ME. I TRIED TO CALL THE COMPANY THE PRESIDENT NOTHING SENT A E-MAIL TO THEM NO RESPOND DO NOT DO BUSINESS WITH THEM SERVICE IS GOOD BUT DON'T TRY TO TERMINATE

I can honestly say that Vonage service was acceptable and solid during the many years I was with them. However, I recently switched VOIP service to a much cheaper service. When I called Vonage to cancel I was given the opportunity to have my service provided for 1/3 of the cost I had been paying them for years. When I asked about this they informed me it was a "special rate" not advertised on the internet. In otherwords, if you are a loyal customer Vonage will take advantage of you for as much money as they possibly can even though they know and could provide their services for much less. In fact, the more loyal and uncomplaining one is, the more likely they will take as much from you as they can.

When I cancelled I had been charged on the 6th and cancelled on the 10th. They are very adamant that the entire month I had paid for in advance could not and would not be pro-rated. While I agree that all of this is spelled out in the TOS and it is my error that I was not aware, it seems to me that most companies that care about their reputation and fairness to its customers provide a refund based on a pro-rated rate of the unused portion of service. So, beware, after several emails at different "levels" of their so called "Customer Care" (which others have so aptly put in perspective, only the customers care) Vonage would rather hold tightly to their clause in the TOS rather than provide Customer Care to a customer they had overcharged for years.

No, Vonage has not done anything "illegal" and both situations I am complaining about I have equal responsibility for being taken advantage over. However, I have come to expect that major companies have a sense of rewarding long term customers and being fair in taking money for services rendered.

There are so many VOIP services that are dependable and cheaper that there is absolutely no reason to open oneself up to the "legal" yet unfair TOS of Vonage.

Oct 09, 2010, I contacted vonage regarding service. I was told my phone number could be transferred to vonage, so I gave my credit card information and set up an account. The same day, I was told my number could not be transferred to a vonage account so I asked them not to open an account for me. I was told it would take a few days, but the account would be closed. Dec 09, 2010 I saw they were still charging my account, so I again cancelled the account and asked for a refund of the charges to my account. They said they would cancel the account but could not refund the charges. Jan 11, 2011 I contacted them again because my account was charged on Jan 09, 2011. I again cancelled this account and asked for a refund, they cancelled my account but refused to issue a refund. I cancelled the credit card they were using to charge my account to ensure they could not charge my account again. On Feb 13, 2011, they managed to charge my account again. Today I contacted my bank to report these fraud charges, and vonage to find out why they charged my account. I was informed my account was still active, so again, I went through the cancellation process with vonage. Lets see how many times it takes to cancel.

Vonage is ABSOLUTELY one of the WORST companies I have ever dealt with!

I signed up for service with them in March of this year and paid every month for a service I did not use, which is especially crazy on my part. In August, was preparing to move and updating my address with service providers, etc. and realized that the Vonage equipment was still in the box. I called on August 15 to cancel the service. A bill had just "printed" on August 14, according to the customer service rep I spoke with. She offered to apply one month's credit to my account in order to take care of the $13 I would owe for one day of "service" and assured me that I owed nothing and the service was cancelled.

Around September 17 or so, I started receiving phone calls, text messages (voicemails) and emails from Vonage about an account charge error (good thing they don't have my new card information). I sent them an email asking for an explanation of the messages, since my account was cancelled in August. I received an email stating that someone would get back with me within 24-48 hours, I believe. Well, of course THAT never happened.

So, they've been blowing my phone up everyday about the $13 bill for September. I just decided to answer the call today to resolve the issue. They tell me my account was not cancelled and I should have called them back. WTH? Why would I call you if I've already cancelled?!

I literally spoke with 5 people this afternoon and still have not resolved the issue. Transfer after transfer to people asking me questions and offering credits. The customer service, or lack thereof, is absolutely amazing...in every bad way imaginable. I even spoke with two "managers."

DO NOT SIGN UP FOR VONAGE! They will not allow you to get out of their service. It's a trap. Now, I have to take time to document this, pay for certified mail, etc...AFTER spending an hour on the phone with them!

Tried to cancel vonage service, they tried to trick me into making another payment. I would not recomment them to my worst enemy. My bill started at approx. 47.00 a month and ended at 62.00 a month. They kept going up with no explanation. Their United States corporate address is, Vonage 23 Main Street, Holmdel, New Jersey 07733

Vonage states that if anything happens to your internet or computer and the service is down, the calls will be forwarded to an alternate phone number. My cell phone was my alternate. This system actually did work, but...when we needed it most, it failed! My husband had a severe allergic reaction to medication and we called his doctor and could not understand why he was not returning the call. Finally, after 2 hours, the doctor got through and told us he was getting a recording saying our phone was disconnected(which it was not) and the calls were NEVER FORWARDED TO my cell phone! I immediately contacted Vonage and wanted to know why their service failed. I got a tech, who could not answer me and hung up on me! We had our local cable company install a land line and I cancelled our service with Vonage. Their customer service is a joke, as they charged us for a whole month's service, when we only used it for 2 days of that month. They told me they do not pro-rate and that we would also be responsible for cancellation fee of $39.95, plus the rebate charge. I pursued this and got someone in a higher level and he agreed to refund the month's charge, but said we would still have to pay the cancellation fee. I had no problem paying the rebate fee, but I contacted my bank to dispute the cancellation fee, as I would have NEVER cancelled the service, but due to Vonage's failure to provide the service they stated, I did not feel I should pay that charge. That was a few month's back. So far, my bank has credited me back the cancellation charge, but once they review everything, I still may have that charge put back on my account. But, as far as I am concerned, any aggravation I can cause Vonage, makes me happy, as they caused me a great deal of stress, in a medical emergency, due to their failure! This company is nothing but a scam.