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Review of Vonage VOIP Phone Service


It’s been a year since I signed up for Vonage’s service. And I have to say that I am very happy about it. Before I signed up, I did tons of research on the web and compared them with other services. Back then, I felt that Vonage offered the most value for the money. It was cheaper than Verizon VoiceWing. Comast did not have their phone service yet (it is still more expensive) and a couple of other VOIP services that were much cheaper were not so well known, hence I did not take the risk with them.

The package I got was the standard unlimited calls (including long distance) within the US. The international rates were low and competitive compared to other VOIP players. The monthly fee was and still is $24.95 (without taxes). With taxes, it came up about $27 or so. If I do make lots of oversears call during the month, the bill comes up to about $30.

The service came with most features which are common in VOIP providers and which you have to pay extra with traditional land lines. Call waiting, voice messages, 3-way conferences, free fax line are included. Once I subsribed to the service, I had to get a new phone which can receive wireless signals. I got the Vtech 5.8GHZ cordless model.

I applied for the service over the phone and had to give my credit card number. With this service, you have to pay by your credit card (which was fine by me). By the way, I charged it to my Blue Cash to earn cash rebates. The service also came with a free Linksys wireless router. You get to keep this if you stay with Vonage for one year.

So how is the service. Well, firstly, the voice quality is very good. That may be a function of the Vtech phone that I bought, but the reception is always clear. One of the things that bothered me in the beginning was that my calls were dropped occasionally (like how it is in the Cingular advertisement). I was very frustrated but still kept the service because I was too lazy to change providers and also because traditional phone lines still cost more. Then one day, a Verizon salesperson came knocking on my door and sold me on their FIOS fiber optic internet connection. I signed up for it and immediately, my dropped call problem stopped. Previously, I was using Comcast as my internet service provider. But I always had problems with it in the sense that if I leave my computer for too long, my internet connection also drops. I suspect that had to do with my dropped calls on Vonage.

After switching to verizon FIOS, my Vonage has been working like a charm. I have not had to make a single customer service call. Every month, my bills comes through my email and my credit card gets billed. I would highly recommed Vonage to anyone who is looking to save money on their phone bills.

Recently, it has come to my attention that another provider SunRocket Internet Phone Service is offering an even better deal than Vonage at $199 a year or about $17 a month with essentially identical features. I do not use this service, but it is something that you should also consider.

April 3, 2007 @ 9:41 am

Dear Users, $$$$ STAY AWAY FROM VONAGE $$$$$$$$$$$I have been a happy Sunrocket customer so far, till I got a Cinco De Mayo promotion which said that I can have two years of unlimited package for $199. I quickly signed up for that on May5th, 2006. I also requested them to take over the phone number which is presently with Vonage. May 10th, I received an email that my gizmo has been shipped. When I received it, I followed the install instructions and still there was no dial tone on the phone1 port. I contacted support on May17, 2006 and the lady asked me to perform several things and finally said that she is going to escalate this to a network engineer and he will call me between 3 to 6 days. I was pretty pissed off with this as with Sunrocket I had to deal with exactly 0 problems. SO, I waited ..and waited ..then I called again after 3-4 working days in the evening and found a gentleman on the phone. I spent not less than an hour with him doing several things, including hard reset by inserting the PIN into the Gizmo and nothing worked. VPIP light is solid on, I can browse the Internet by connecting my PC to the LAN port of Gizmo but still there is no dial tone on phone port1. This is May26th, 2006 , and I did not yet receive any support call from Vonage. There is no status on my phone number change yet. I had to pay one more month of fees because of the delays of these incompetent persons on Vonage. Just my 2 cents, that stay away from SunRocket as they are not just cheap , they are cheap and BAD. I am also thinking of contacting some consumer forums to make them aware about these false promises on Vonage and how they are milking money from consumers like me,,,,upfront $200. In Nut Shell….$$$$ STAY AWAY FROM Vonage $$$$$$$

June 13, 2007 @ 7:29 am

From what I’ve read, SunRocket is getting close to bankruptcy, so you may want to wait and see what happens with their financial situation. There are a plenty of VoIP companies, but you’ll want to make sure they’ll still be around before you sign up for a long contract.

August 27, 2007 @ 1:50 pm

Vonage are real scumbags. They make cancelling your account a real pain (keeping you on hold for half an hour and hitting you with a hidden cancellation fee). Avoid them.

October 3, 2007 @ 6:01 pm

I agree….I was never told about any cancellation fee, nor did I see it in any of the paperwork. I looked pretty closely. They charged me a rediculous cancellation fee. This company is CHEEZY. Stay away…

November 18, 2007 @ 5:52 am

Vonage Complaint Cancellation problem – Internet phone

Vonage Complaint
Cancellation problem – Internet phone
Location: New York, ny
VONAGE Account Created: OCT. 25, 2007

I use the Vonage line as my primary to make international calls to Dominican Republic and Spain.

I got the $24.99/month† plan.
Unlimited local and long distance calling anywhere in the US, Canada and Puerto Rico. Now! FREE Calls to select European countries! ONE MONTH FREE!

On OCT. 25, 2007 I opened an account with Vonage. I had Vonage for over 22 days. On November 15, 2007 I wanted to cancel. SO I called Vonage and spoke to a foreign operator who appeared to be reading from some script.

I told her no for over 45 minutes, I even told her I was running late for work which she ignored and kept trying not to cancel my service with questions and other “offers”. Cancel the account. I say cancel the account, I don’t mean help me figure out how to keep it, I mean cancel the account.

The phone went mysteriously disconnected. I called back and spoke to another foreigner who actually told me he was just tring to do his job if I would just be quiet and listen he would cancel. So I listend to him for over 20 min. and still told him NO. He placed me on hold so long I hung up and called back and got another rep and this rep refused to cancel also. He was so belligerent and demanding.

But I finally got Vonage to cancel, I HOPE… To my amazement and utter shock VONAGE said that there will be a 39.99 early termination fee for each phone number, and guess what; I had two. Which I only open one account. I had already been charged $89.91 early cancellation fee and today I found a new invoice for $55.10. Let me remind you that I signed up for a 30 day free trial.

I am still fighting for my refund…
Please help me if you can.

People should be aware of the illegal, inefficient and hostile business practices of Vonage.

Vonage is the worst service I have purchased in years. The technical service and customer service is poor. They will not cancel your account. They keep charging your credit card months after your service has been disconnected. It is criminal and these people belong in jail…


December 8, 2007 @ 10:10 am

You have to wonder how Vonage manages to stay in business with so many identical complaints coming in over the years.

My telephone number was switched over BEFORE they send the “device” from the warehouse; there was no intention of sending “the device” until they had gotten my account set up.

Went to Best Buy to purchase it so I wouldn’t have to wait for the 10 days. Had to wait hours for a techie to live chat setting up “the device” I had just bought. It wasn’t compatible with my system, took it back to Best Buy today. They wanted to know what was wrong with it: Well, I guess it’s the company something’s wrong with.

My account was set up for THREE days, and it will take at least a week for it to get switched back to my former company.

This company needs to be reported to the FCC or whatever consumer group can force them to conform to reasonable business practices.

Terri New
January 22, 2008 @ 4:44 pm

Glad it worked for you. I had the worst of everything with this company and when I tried to change carriers, the account managers switched me to different operators 3 x and then hung up on me, ( the waits were usually 30 minutes to get back to anyone.) Then would not accept a cancellation until after I talked yet again to the worthless tech people. Charged my account for months when I didn’t have service with them.. Look out this is a sleazy slimey operation.

January 23, 2008 @ 5:37 pm

Let me tell you my horror story with Vonage! I signed up with a sixty day free trial. I have a wireless broadband that uses a dish type antenna on my roof which receives signal from a repeater on a mountain top. I asked if this type of system was compatable with them and Vonage assured me it was. Well needless to say I could not get the Vonage device to boot up, after many,many calls to India they finally said their box must be bad and sent me another,rebuilt no less. Then instructed me to return the defective box to New Jersey at my expence. After receiving the new rebuilt box it still would not bootup. I then tried 5 different routers all to no help. Finally a friend of mine suggested we use a router as a bridge to the vonage box. Bingo , the Vonage box booted up and started working. But not without promblems, it would drop calls after a few minutes talking,or when I. answered the phone people couldn’t hear me but I could hear them, or vise versa. After spending at least 50 to 60 hours on the phone to Vonage(India) trying to fix the problem I finally gave up. I ask to be disconnected from Vonage and suddenly people got stupid, no one would do it . They just kept saying let’s try this or let me let you yalk to someone else.
Finally I called as got a New Jersey tech on the phone and explained everything to her and she agreed with me that there are systems that Vonage won’t work with. But she convinced me to stay on just alittle longer since I still was under the sixty day free trial period. And she even made a notation on my account to call me before that time was up. She must have died or quit because I never got that call. I spend all day yesterday trying to disconnect through the home office in New Jersey even after talking with one of their head techs and him telling me that my system was not going to work no matter what I did . The accounts manager
refused to disconnect me without 119.20 bill. I’ve been fighting this since mid-Oct till now Jan23. I was not told of any disconnect fee or of a two year contract when I sighed up.
Vonage in my mind is one of best rip-off schemes going. Please avoid them at all costs.
P.S. All those hours to them was on my cell phone.

January 24, 2008 @ 12:52 am

I am suprised to hear that landline phone services are not as cheap as voip services in the states. Here in UK we have many companies that offer Free international calls globally for a fixed fee that beats Vonage hands down.

February 12, 2008 @ 4:37 pm

I just found out about the disconnect fee. I have two accounts with Vonage. They are not real smart as I told them that one disconnect fee leads to a second account closing. My second account is well beyond the 2 years so no fee will apply. They wanted to keep me happy so they are crediting my 2nd account for the cancellation fee. Once that billing has been completed and the credit is used up I will be canceling the second account. The service itself is OK. The customer service sucks.

February 28, 2008 @ 9:38 pm

Vonage has been a nightmare. I have been plagued with poor sound quality and dropped calls since day one. It required multiple calls and more than 8 hours of actual phone time to try to get a cancelation. I’m still not sure if I have one, even after talking to their Corporate Headquarters. Spite the fact that I have never been late on any payment due to them. They have threated to report my cancelation to the credit burea. I have been told that I signed a 2 year contract and am obligated accordingly.

Our only viable remedy is to ban together and file a class action suite against Vonage. Lets ban together.

April 5, 2008 @ 3:43 am


April 5, 2008 @ 3:45 am


July 3, 2008 @ 3:11 pm


July 8, 2008 @ 2:04 pm

Unlike most of you here, we’ve had a very positive experience with Vonage. I hesitated for quite some time before signing up, because I was concerned about sound quality more than anything. But the savings for our overseas calls is substantial. The main difference in our sign up procedure is that we bought the hardware at a retail store. We then read everything carefully, noting the cancelation policy and associated fees clearly stated in the brochure, and set it all up according to the instructions. We liked the first line so much for the home that I repeated the routine for my office. Both systems work just fine. In the home, the number transfer took exactly ten days, as Vonage explained in an email. Throughout, Vonage has kept us completely informed and up to date with email notices. We had static on our line for MONTHS when using the local phone company, and now, with Vonage, the sound quality is surprisingly good. I think the secret here is the quality of the internet connection. Our internet comes in through Charter Cable. DSL lines, which many may be using, are traditionally much less reliable, and can lead to drops in internet service, With Vonage, your internet connection is key. If it’s unstable, your Vonage service WILL suck.

Have to say that Vongage has exceeded expectations so far. Can’t relate to any of the issues mentioned above. Must be because we didn’t have to call them once. We did it all through the kit offered at any retailer (Best Buy, Staples, Circuit City).

eddie self
July 9, 2008 @ 4:32 pm

Today I am going to start trying to disconnect my vonage to change to charter.My charter bill is presently 157.00 and will drop to 107.00 when i add their phone system as a package I will let you guys know how it goes charter said they will port my number from vonage to them and vonage said when number is ported their service will be disconected ,,sounds too good to be true to me after reading all this.As soon as my number is changed to charter I guess I will loose my credit card and get a new one hope all this works Ill let you guys know ed self

August 15, 2008 @ 3:00 pm

I have been with Vonage for 3 years…My 1st ISP (optimum online) with the Vonage service, quality, and stability itself was pretty good, not perfect but good enough for me..I changed isp’s to Fios and the Vonage service, quality, etc became virtually bullet-proof. Let me be clear here, with Fios the vonage service was perfect. This is why I was strong supporter of the Vonage voip home phone services…

We have 3 teenagers. Needless to say, the need for an additional phone line became essential. Please understand that up until that point, I never had any reason in involve Vonage Customer Service Team or their customer service department, or even their billing department.

After I recieved a return call from Vonage Sales Department with respects to adding one single additional phone line to my already existing account, my relationship with Vonage would never be the same.. At one point they added and billed me for 6 or seven totally independent phone services. Understand they (Vonage) without my knowledge or consent had created no less than 6 accounts for me that I was totally unaware of until they billed my debit card.

Trying to cancel those accounts without having the particulers like log in information or password information was difficult to say the least. Again, Vonage created those account without my knowledge or conscent, so how could I have that information? The story only gets worse from here so I will simply condense imy thoughts as best I can other wise my post will be the size of a large novel.
Vonage sales practices are fraudulent and deceptive, period.
Vonages billing practices are illegal and criminal.
Vonages customer service tactics and practices are all of the above.

My fix: I applied to my new voip carrier and had my number ported right out from underneath Vonages grubby, and greedy little fingers, while that took place I canceled my debit card as that was Vonages only way into my pocket… I can only hope that some where, some time a class action suit is taken against this company.

September 15, 2008 @ 3:19 pm

Vonage is not reliable, and they are not forthright.

I run a solo law office. I signed up with Vonage for three lines since AT&T, another company that sucks, charged such exhorbitant fees and had such bad customer service.

About two months into using their service, I noticed that call volume had dropped. One day, I had a scheduled telephonic hearing with a federal judge. She never called the office. After three hours, my client’s sister’s cell phone rang. It was the judge. She was furious and said she got the message that my line was disconnected.

After sorting things out with the court, I contacted Vonage. They pledged to do a full “investigation.” In the end, they said it was not their fault and that the court’s service provider was to blame. They instructed me to have the court complain. Right.

Within days, we started getting emails and phone calls from clients and prospective clients, saying that our number was disconnected. Some said they got the disconnect message when calling from one phone, but not from another.

Since then, I have had another problem with a federal judge not being able to get through (after having no trouble several times before). In a short amount of time, this problem has no doubt cost me lots of business. I am cancelling service today.

Vonage was not forthright. I asked them if there were any such issues when I signed up, they said no, that the only issue had been the 911 matter. When I told them about people not being able to get through, they always blamed the other service provider. This is not consistent–sometimes the same person gets through one day and not the next.

Too bad. Vonage’s price is good. I guess you get what you pay for. Don’t sign up for Vonage, especially for your business.

Jane Tyler
December 22, 2008 @ 3:04 pm

THey are so sweet getting you to sign up. Then when I moved, I tried to cancel. I was told if I waited two months there would be no cancellation fees. So I waited. Then upon cancellation they still charged me $50! What a bunch of crooks!!!!! Don’t fall for the nice bit. AT&T service is clearer without all the static this cheap outfit has on the line>

Karen H
January 26, 2009 @ 4:35 pm

They are absolutely ridiculous! I purchased their devices but never made the switch to get service. Within a month, my credit card is being charged a monthly service fee. Of course I thought it was a mistake. NO! I called and the representative informed me they were charging my account for telephone services and the only way to discontinue the charge is to cancel the contract. I DIDN’T HAVE A CONTRACT!!! Although to humor them, I went through the process of canceling this nonexisting contract. I immediately called my credit card company to dispute the charge. The next month, same thing, they are charging me again for my nonexisting service. Again, I call my credit card, dispute it again. The following month is even better, they are now charging my credit card a $90+ fee for canceling my non nonexisting contract. At this point, my credit card company required me to close the account as they said three “fraudulent” charges warrants a mandatory discontinuation of the credit card number. I am sure if I did not do that, the charges would still be going on. AVOID VONAGE!!! I found it very difficult to communicate with their representatives as their customer service is outsourced. While they speak English, they do not have an understanding of the language. Stick to good ‘ol Verizon … you are guaranteed to speak to someone here in the United States and the customer service, from my experience, is always very professional.

January 27, 2009 @ 4:50 pm

A friend of mine was telling me about iamvoip.com What do they do? I heard they had amazing service! & customer service (which was my ain concern from the get-go because with embarq, im on hold for HOURS and their CS isnt very polite). anyways share please?


January 28, 2009 @ 2:36 am

I would not advise anyone to sign up with Vonage. I have been having problems for the last year with QOS (Quality of Service) this is something that they do not tell you that the QOS through your Internet Provider must be high quality. I have the fastest speed that you can get through Comcast and I was still having problems with this issue. I had reported it several times to Vonage Tech Support and it was never up to par, I had calls from individuals that you could not understand the person, the voices would be garbled or keep cutting in and out, or the person could not hear me. I called today to discontinue my service and they wanted to charge me a bunch of charges, likes disconnect fee, a recovery fee, etc. which totalled to about $114.00 by the time they got off the phone with me they had charged my account and disconnected my service, they had never told me about these charges, also I was never credited anything since I was having trouble, they still took the full amout out of my registered credit card monthly. This is anyother issue that they make you pay and register a credit card to take the monthly charges from instead of billing you, I have been also been having problems with a fax line I had through Vonage which is presently in legal action.

Danny Kirk
March 4, 2009 @ 12:14 am

I recently joined Vonage, previously I was paying $60+ per month on a Verizon landline. WOW, am I glad I switched. First most people don’t know that the Vonage adaptor is a router. you can place it into your existing router or place it between your dsl or cable modem and your router,their product works great, and you should know how good your internet connection is first. IF you are loosing internet, you will loose Vonage. I have a very good Comcast account, and I’m paying $17.99 + taxes per month for over 8hrs of talk time. My kids are grown and like everyone else today, we talk more on our cell phones. The Vonage plan is cheap, great quality and I love the many features. I can monitor my calls on the internet, receive my voice mails on my phone. Very Cool!! And much more at no extra charge!!!! Verizon, you are behind the times!

March 25, 2009 @ 2:15 pm

I like many of you had problems trying to close my account. I finally got it closed, only to see the annual billing amount show up on my credit card. When I called and said that I had cancelled the account and I wanted my money back, they said that wasn’t possible and that I had to write to the corporate offices! What? I cancelled my account and they still processed the annual fee. Well, I found the phone # for the Executive Response Team at Vonage and thought, what the heck, I’ll give them a call. Well, to my surprise, someone called back, listened and is crediting my account! Oh, that number? 1.888.580.4020. Hope it works for you!!

April 1, 2009 @ 12:37 am

? In my case Vonage has not have a good customer service as well either a good satisfaction, we chose Vonage as our phone service because we thought it was cheap and you would have long and international calls for just $60.00 a month, sounded great for us because we have families in foreign countries, example: Spain, Venezuela and some other countries where you can call for just one regular price, now, you also have to have High Speed Internet, okay not a big deal because we already have that, now the problem is when you get online in the computer you call Venezuela and they can’t hear you as well, the voice starts cutting up the persons talking on the phone get stressful and you have to log out from the internet, you get not a totally improvement but you can listen better, you called the first time to notify it, they fix it like always but you end up with the problem after hours of fixing it, call back again and you tell them you don’t want the service and they give you a month credit (NOT BAD) but anyways it doesn’t work, they drive you crazy why you do not want our service? Are you planning to change your phone service? Let me do this… blah,

phil loubere
May 8, 2009 @ 7:34 pm

Customers should be aware of the outrageous disconnect charges: $40 disconnect fee, $70 equipment fee for the cheap phone adapter they send you. No option of sending it back. Imagine if Comcast or DishNetwork charged you for their DVRs and wouldn’t allow you to return them.
Also, the quality is not acceptable – lots of static and interference, dropped calls, blocked incoming calls.

October 6, 2009 @ 10:03 am

Vonage has the biggest bunch of idiots under the sun working in their number transfer department. They have sent me five e-mails in two days asking me for a disconnect pin from my current telephone company. I have replied to each one, giving them the number all to no avail. In fact one fool sent me a reply to my e-mail containing the PIN to tel me he needs the pin. Heaven forbid that I would ever need to trouble shoot a problems with these morons.

Pamela Crighton
November 19, 2009 @ 9:02 pm

Hey I too have had a horrible experience with Vonage. They charge fees that they dont tell you about, the service is awful, the customer service is awful. I had a device that was not working and I had to pay to return to them or they were going to charge me 100.00. I too had to pay a fee because I had a 2 year contract I knew nothing about. A class action suit is needed and I will be the first to sign up if someone will just tell me how we go about it.

Jenny Thomas
November 30, 2009 @ 3:37 pm

VONAGE IS STILL HORRIBLE GOING INTO 2010 !! I contacted Vonage in October and they extended a 60 day trial instead of a 30 day trial. The service connection was very poor and complications with minimum faxing via VOIP. I call to cancel in November 2009 and well, you know the rest of the horror and hell this “bondage” company took me through… I told them I simply changed my mind and that their service connection was poor, so cancel my “so called” contract subcription the reps repeated to inform me that was my obligation. Customer service was very rude.. I had one rep talk all over my conversation via the phone call, it got so bad we could not understand one another.

They ended up debiting my account for over $140.00 for cancellation including other fees that they say apply for their lousy Voip services.

Trust me, this company called “Vonage” will eventually fade away because of their own destruction & greed.

January 30, 2011 @ 7:02 pm

I work for Vonage. It really is a great company. It depends on who sells it to you, And like someone earlier said. It all readlly depends on your internet connection. So please, don’t try to blame your own mistakes on the company. Own up to it. Mkay thanks 😀

Suffering Customer
November 7, 2012 @ 1:08 am

The Worst Customer Service in the world and a big Fraudulent Guys..I was never told of a yearly contract when I signed up, when I found cheaper options to call my home country and planned to disconnect they started saying I have to pay early termination fee which is Ridiculous.Customer service reps don’t have dont have clue on they are talking..They never find a solution they simply stick to what their management says and their management want money from customers.I dont know why the hell some one would pay 40$ for using 1000mts of International calling if he is getting for 10$ with others..
Here is the Issue Im facing with those Guys,I was never told that Im in a yearly contract and when I found cheaper ways to my home country and planned to disconnect they are talking about early termination fee which is absolutely ridiculous.Its not about the money its about the trust and service those guys give..Poor guys just for 60$ they are losing customers in a big way..We dont have much options with those guys we are forced to take 3000 International minutes plan and pay huge amount 40$..
I Can say more and more about this fraud company but want to break here as my frustration level goes high and high when talking about VONAGE..

October 25, 2013 @ 8:03 am

Their calling card for overseas dialing is so FRUSTRATING!!! The number just rings and rings! I have had to contact them twice via form. You can just call for assistance. So very frustrating!! Be warned!!!

James Frost
March 11, 2014 @ 4:04 pm

I am glad you had a good experience with Vonage. I had exactly the opposite experience. I signed up for their Vonage World – which supposedly came with unlimited calling to USA, Canada and 60 countries.

Then I found out that there are so many lies that they told me – perhaps those lies were buried in the fine print – but one would have to be a lawyer to figure that out. To wit,

a) The plan I signed up for was touted as $26.99 per month, but the actual bill is $39.80 each month. I can understand if the difference is all taxes. But hell no! A lot of it is “fees” that Vonage charges – “intellectual property fee” for example. That is money that goes directly into Vonage’s coffers.

b) It turns out that the so called “unlimited plan” is not unlimited after all. In January, I used 2,781 minutes – a good portion of it international calling. Then they contacted me and told me that my usage was “irregular” and that they would have to bump me up to a plan that costs twice as much. When I asked them what part of “unlimited calling plan” did I violate, they refused to identify the specific pattern of calling that I would have to change to be in compliance with their rules. They simply said that my usage does not conform to the “average usage levels and patterns of Vonage World customers”. To this date, I have no idea what that is, and they have refused to tell me.

So basically, I am signed up for an “unlimited calling plan” that really is not unlimited, and they refuse to tell me what the limits are. If they told me that I can use only 3000 minutes – fine, I can understand that. But they wouldn’t say that. They say going over 3000 minutes is not the only thing. And in this case, I had not even gone over 3000 minutes.

I can cite other issues I had with them as well – but I will summarize by saying that Vonage is one of the worst and most dishonest companies – VOIP or otherwise – that I have ever dealt with. I would recommend staying as far away from them as possible.


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