Vonage
Reviews and Complaints

Vonage is a scam! I was a customer since 2004 and recently made the decision to cancel based on the way they have decided to redefine "unlimited". If you use more than 3000 minutes a month (basically a little more than 1.5 hours a day) you are classifed as a business and will have to take a business line and pay twice as much. If you have a teenager you know this is easy to burn through ... besides it's supposed to be UNLIMITED.

I have reported them to the FCC, NJ Atty Generals Office and BBB ... let's see what happens.

If you are thinking of switching to Vonage BEWARE. Lastly, once you port a number to them - good luck getting it back ... it's like pulling teeth!

Vonage advertises "Unlimited Local & Long Distance/Nationwide" calling for only $14.99 a month. It is true...for the first 90 days. On the first day of the forth month, my Vonage rate more than doubled to $34.00 a month! They don't tell you that the $14.99 for new customers is only for the first 3 months when you sign-up! That's the old "Bait & Switch" scam, so beware Vonage! I'm done with them.

Vonage is a scam! I was a customer since 2004 and recently made the decision to cancel based on the way they have decided to redefine "unlimited". If you use more than 3000 minutes a month (basically a little more than 1.5 hours a day) you are classifed as a business and will have to take a business line and pay twice as much. If you have a teenager you know this is easy to burn through ... besides it's supposed to be UNLIMITED.

I have reported them to the FCC, NJ Atty Generals Office and BBB ... let's see what happens.

If you are thinking of switching to Vonage BEWARE. Lastly, cancelling is a hastle as they try to keep billing and once you port a number to them - good luck getting it back ... it's like pulling teeth!

Vonage is a scam! I was a customer since 2004 and recently made the decision to cancel based on the way they have decided to redefine "unlimited". If you use more than 3000 minutes a month (basically a little more than 1.5 hours a day) you are classifed as a business and will have to take a business line and pay twice as much. If you have a teenager you know this is easy to burn through ... besides it's supposed to be UNLIMITED.

I have reported them to the FCC, NJ Atty Generals Office and BBB ... let's see what happens.

If you are thinking of switching to Vonage BEWARE. Lastly, cancelling is a hastle as they try to keep billing and once you port a number to them - good luck getting it back ... it's like pulling teeth!

Vonage is a scam! I was a customer since 2004 and recently made the decision to cancel based on the way they have decided to redefine "unlimited". If you use more than 3000 minutes a month (basically a little more than 1.5 hours a day) you are classifed as a business and will have to take a business line and pay twice as much. If you have a teenager you know this is easy to burn through ... besides it's supposed to be UNLIMITED.

I have reported them to the FCC, NJ Atty Generals Office and BBB ... let's see what happens.

If you are thinking of switching to Vonage BEWARE. Lastly, cancelling is a hastle as they try to keep billing and once you port a number to them - good luck getting it back ... it's like pulling teeth!

I was slammed to yesterday. I just got off the phone with Vonage and they said they had 5000 customers who were slammed. They are working on retreiving everyone's phone number. I heard that's going to be hard to do.

JUST GOT VONAGE AND IT IS THE WORSE THING I COULD HAVE DONE. I AM TRYING TO GET BACK TO VERIZON BUT I HAVE TO WAIT 10 DAYS TO PORT MY PHONE NUMBER OVER. I HAD 7 PHONES IN MY HOUSE THAT WORKED. WELL NOW I HAVE AN OLD, OLD CORDED PHONE IN ONE ROOM THAT IS WORKING. WE CANNOT USE ANY OF OUR CORDLESS PHONES. NEEDLESS TO SAY, THIS IS A NIGHTMARE BUT AT LEAST I HAD AN OLD PHONE TO USE UNTIL I CAN GET MY OLD COMPANY BACK. VONAGE STINKS. CUSTOMER SERVICE AWFUL WHEN YOU CAN EVEN UNDERSTAND THEM. CANNOT WAIT TO GET OUT OF THIS.

this company is a fraud. i call to cancel my service, the rep i talk to told me that it will be taken care off, but guuess what, two months later they send me a bill for cancellation fee and two month back pay. when i was signing for the service, they told me that there will ne no cancellation fee and all i have to do is to call and that is all they need to know. please save your self and your money and look for something better like magic jack.

When I signed up for Vonage phone service I spoke with one of their customer service reps over the phone who assured me that I would not be locked into a contract and that I could cancel my service anytime without penalties. Today I spoke with Felipe Salazar and I explain to him I want to cancel and... Big Surprise... Over 110 $ penalties will be required to cancel this contract!

I made it clear that I did not want to be locked into any contract should I decide Vonage was not for me and wanted to opted out later. Again, phone companies lie and hide with the small letters the truth. To me, there was no contract and that there would be no penalties to cancel.

PLEASE Pass to other people, I will check what are my options now.

I recently purchased Vonage VoIP on March 16th 2017. I was told by their 'Customer Service Reps' that my number would be transfered from my 'Cricket Wireless Provider' to my Vonage account.

I waited the 14 business days and called them. They told me it could take up to 20 business days, so I waited. I called back on the 20th business day and was told it would be taken care of in the next 48 business hours.

I called back on the 25th business day. This is where the rudeness began. It was hard enough to understand the person talking to me, because their English was so poor.

After 30 business days my cell phone provider 'Cricket Wireless' wanted their $50. My phone number should have been transfered 15 days before hand, so I call their Customer Serives. Their customer service was very poor, even when I could understand them.

My wife called them next and she is a 'Customer Service Rep' for SAFECO. They lied to her about giving us credit, and said derogatory things, promised their manager/supervisor would call us several times which they did not.

This has been on of the most grueling and upleasant experiences I have ever had with a customer serivce call center that is suppose to be the problem solvers for Vonage.

The service was not good and I could not rely on my phone. I tried, with enormous effort (due to the time consuming process of contacting them) to solve the problem through their Technical Department. Twice they promised that the problem was solved but the service did not improve.

I decided to ask for cancellation and a refund. They terminated my service without giving me time to have another phone service, thus taking away from me a basic critical service as a phone line ( specially in a household like mine wit three minors). They did not inform me either that they would not refund me for the useless equipment I had bought, that they would charge me for the whole month even though this incident took place on the first day of the billing cycle, and without telling me that they would charge my credit card additional $ 40.00 for cancelling the service.

I also lost my phone number that I had since I moved to Florida with the problems that carries and the damaging image that a message that says ' This phone number is not in service anymore' causes. ( They not only did not make any attempt to give me back my number but they also refused to place a more proper message indicating my new, forced, phone number).

I went to Small Claims but Vonage does not have a Registered Agent in Florida, thus I cannot serve them.
What means of protection do we, consumers, have in a case like this.

We have had telephone service with Vonage for over a year. In February we sign a one year contract with them for $249. About a month later people we were talking to reported to us that they could not understand us. I called Vonage and they said it was our broadband provider signal. I called the broadband company and they had me hook their moden directly to the computer. The signal was fine. I called Vonage back and they had me try one thing after another. This went on nearly dailly for more than three weeks. Occassionally the line was good, but most of the time it was not usable. Finally I told them that I could not go without a dependable phone any longer and changed service to a different company.

I then called and asked for a refund of the nine months thatwe did not use on our year's contract--$186.75. They have refused saying that it was a contract. I claim they did not fulfill their side of the contract by providing me with dependable phone service and they claim I signed a contract and they were working to fix the problem so they owe me nothing. I have talked to two agents, emailed and talked two supervisors and they all have refused to make this right.

I am waiting now on the phone for another supervisor and have been on the phone for the last hour and half trying to get this straightened out. She has just repeated the party line that because of the contract they can not refund the money.

I would appreciate any help you can give on this. I think it is a total rip off when they don't provide the service they promise and still keep my money.

I have had a HORRIBLE experience with Vonage customer service. I have had an account with them for 11 months, and never signed an agreement for a year's term. When I called up to cancel my account as I am moving to another country, the customer service rep that I spoke with did everything in his power to get me to keep the service, and informed me that I would have to pay a cancellation fee of 24 pounds. When I got off the phone (service not yet cancelled) I felt manipulated and frustrated.

Two days later, I called again to cancel my service. This time, the rep that I spoke with was not as pushy, and agreed to cancel my service immediately (which is not what I had asked for). However she never mentioned the cancellation charge. When I asked her about it, she admitted that there would be a cancellation charge, at which point I told her that I was not willing to pay a cancellation charge when I had never signed up for a year's term, and that I would like to speak to her manager.

After 15 minutes of waiting on hold, I got through to a manager, who tried to tell me that I only had two options - cancel my service that minute, and pay the cancellation charge, or CALL BACK the day before one year of service. I tried to explain to him that these options were not acceptable to me - I wanted to be able to set the date of the cancellation in advance, and not have to call yet again. He continued to repeat the same script - these are your only two options. Eventually, I lost my patience and started yelling at him that it was unreasonable for them to tell me that I had to call back on a later date to cancel my service when I had already called twice. He finally agreed to put a note on the system to cancel my service on the date requested, but said that he could not guarantee that my service would actually be cancelled. This is insane.

I would advise avoiding Vonage based on their customer service alone! They are deceitful and find ways to wring money out of you that has nothing to do with the service they provide. (which to be perfectly honest, is only so-so. It's inexpensive but people on the other end of the line often have difficulty hearing and/or understanding you.)

When someone called our house, they had to dial long distance because it appeared on caller I'd that we lived in a different town. Also, the call was dropped almost every time! - Tried to disconnect with their service- two freaking hours on the phone! I had to keep calling back because they kept hanging up on me! The deal advertised on TV was the one we got, but yet 200 dollars came out of my pocket! Well, the "free" 30 day trial ended on a weekend so if I called to quit the service that Monday, I would be within the 30 days. No! I still had to pay a full bill and pay additional fees to quit Vonage! Vonage ***!

Even after 1 whole year of service (very poor service) they still want to charge you 39.95 for dropping service. I signed for one year..

Service was VOIP phone service. Even after adjusting settings over the internet, I couldn't make calls during holidays, echoes while talking on the phone, drop calls & the other person couldn't hear me or I couldn't hear them.

If you cancel the service before a year they charge over $200.

Most of the customer service, including supervisors have a very heavy accent. They were difficult for me to understand. Before commiting to a company I will find out where the company is based in the future.

I tried to cancel my Vonage after 6months of terrible service. First they wouldn't listen to me and kept trying to talk me into staying. Then, they btried telling me the new company we were switching to would not be good after a year. Then, they said I didn't have to send back my Device it wasn't any good to them anymore. When another rep said yes send it back and we will not charge you $49.00 for it. But they would need a tracking number. So we shipped it back USPS with delivery confirmation and I sent them the tracking number. When we finally got our new service then Vonage was blocking calls from any friends that had Vonage also. So we couldn't receive phone calls from other people we know that have Vonage as a phone company. THen. they wanted to charge me a disconnect fee because they said I was cancelling before my two year term even though the service was never clear. And the another Rep said I was going to be charged a disconnect fee because cancelling before 1 year. As of two weeks later Voange has not released the phone number so friend and family can call us... And they have the tracking number. Plus, now they have added a charge when by Jan 10-2017 We tried to stop using Vonage. They stillhaven't let us go...

On May 30th, 2017; I received a Vonage promotional flyer in the mail and signed up for their 6 month 19.99 plan. On May 31st, 2017, I found my account debited $101.96 for services not received at all and a far cry from the $total amount quoted to me during sign-up of $45.00 total for the service with (2) lines. After (6) phone calls to India and then being scolded about my domineer, language, and attitude, I was hung up on when asking for a supervisor. I finally got a supervisor after trying hard to be nice. Now talking to someone 'American' and in the United States, I was able to plead my case with extreme prejudice and issue a cancellation of all services and transfers even after I was told my card was not charged at all, yet I have email documentation, bank documentation and confirmation numbers from my bank stating they 'DID in fact' charge the account $101. 96. Still with no service at all, no devices, and a really pist off attitude now, I have informed the Vonage company that I will write every news outlet possible, contact the FBI, BBB, Federal Trade Commission, and I will fly to New Jersey to pay a visit to the company to see if they are actually real. Over all, this company has some very bad business and accounting practices and loves to tap dance around a great number of issues before fixing the problem. As you can see, I haven't even been a customer for '22 hours yet' and I am already cancelling and 'VERY ANGRY!'

Vonage Phone Service is truly a waste of time and energy, surely you will get 1/2 the price of your current phone bill but they forgot to inform you that you will get 1/2 the customer care and 1/2 the quality of phone service also. I signed up with vonage for their free trial offer and I cancelled the same day I received the device. I have verizon fios and there service was way to slow for the fios which in return gave me poor audio on my calls. Signing up was easy but getting my refund was almost impossible, the wait time for a rep was 45mins. Please don't waste your time and energy on vonage like I did.

We got the service in the florida mall The guy did not tell about any contract at all.We discontinued paying when they started charging us $25.00 They are still billing us for the service when we do not have the service for the last two months & when my wife called to tell them to stop sending e mails they deceitfully replied "Thank you for coming
back "What a deceitful practice?They are blackmailing the customers.We should file a complaint with Attorney General & FTC to stop this fraudulent practice.

I received below email from Vonage today and I'm very upset about this. They say it is UNLIMTED and now sending me alert emails.

From Vonage::
We appreciate your business and thank you for using Vonage for your phone service.

In order to provide the best value to all our customers, we track usage of Vonage residential calling plans. At the time of signup, you agreed to the Vonage Terms of Service (TOS), which explains that our residential service is for normal residential use only. The TOS includes guidelines regarding usage that is not considered normal residential use. If you would like to review the usage guidelines again, please refer to Vonage's Reasonable Use Policy by clicking here or see sections 5 and 10 of the TOS.

We have observed usage on your account, [protected], which is not consistent with normal residential use. Specifically, your account shows irregular patterns of use and/or international-minute usage that is more than twice that of our heaviest users.

At this time, you can remain on your current plan, but your usage will need to be changed to fall within normal residential use guidelines which are based upon the predominant patterns of our residential service customers. For example: this usage would generally not exceed more than 3, 000 international minutes per month in combination with a reasonable number of unique international numbers called. As another option, you can switch to a different calling plan, or you can disconnect your service without penalty.

For additional information about your options please respond to this email and one of our associates will be glad to assist you.

Regards,

Vonage Customer Service
101

i also got the same problem with vonage. how do i go with complaint.

If you want good Service please call us at [protected] Extension 407, we will give you best service and homely customer support.

I Completly agree with all the complaints. I emailed them twice trying to explain them I have unlimited plan. I keep getting canned answers so next day I called customer support.
Funny thing is the lady on the phone got confused why I I even got the email stating that. Herself and her fellow agents were surprised.
Next minute she talks to her supervisor and changes the story and trying to convince me that I was confused.
I also talked to the supervisor but the same story. Vonage people won't even listen. In the end the supervisor says to me rudly that its their Terms of Service, if I don't agree then I should disconnect.
My point to VONAGE geniuses is that where in the terms of service does it say that Unlimited == 3000 minutes. I agree with terms of service but 3000 minutes limit is no where written in that contract.
I have been getting a email or two per day and a stupid voice mail saying the same thing.
I got fed up and finally filed a formal complaint against Vonage to FCC.
I think all the vonage customers should do this. Its easy and you can submit form online too.
If FCC gets enough complaints probably they will do something about it. If anybody knows somebody in news industry they should definitely send this fraud story to media.
To start with its false advertisement and illegal what Vonage is doing.
After all this I get on with their agent online to Chat with them to find out if he will give me disclaimer about "Unlimited". But he didn't. Even after probing him with questions such as "Is unlimited really mean I can talk without any limit to India? Or there is a limit?" and the guy kept saying really its unlimited.

As Customers or ex customers of Vonage we need to make this company sorry for the way they are cheating American People. We deserve better than this!

i ALSO COME ACROSS WITH THE SAME PROBLEM, WHERE VONAGE NEVER TOLD ABOUT THE MINUTES FOR UNLIMITED INTERNATION CALLING TO INDIA FOR THE VONAGE WORLD PLAN. EVEN I HAD CONSULTED THE COUSTMER SERVICE BEFORE THE CONNECTION THEY TOLD THIS IS UNLIMITED. THERE IS NO INFORMATION PRESENT REGARDING THIS, IN THE OFFICIAL WEBSITE OF VONAGE.

NOW THEY SEND SYSTEM MESSAGE THAT MY ACCOUNT SHOWING HEAVY AND IRREGULAR PATTERN OF INTERNATIONAL CALL WHICH IS NOT UNDER NORMAL RESEDENTIAL PURPOSE AND HAD CROSSED THE MAXIMUM TIME LIMIT WHICH THEY ARE NOW STATING IS 3000MIN FOR INTERNATIONAL CALL. THEREFORE THEY WILL DIRECTLY SWITCH MY PLAN FROM $14.99 (FOR 3 MONTHS & AFTER THAT $25/MONTH) TO 49.99 PLAN

SO BE AWARE OF THE FAKE ADVERTISEMENT OF THE VONAGE WORLD PLAN.

Hi Raja,

I can Suggest you a Genuine Service, unlimited to India, without Internet.

If you are Interested mail me your Phone Number to my Email ID: shekhar.sharma1978@gmail.com.

I will Call You and tell you in details.

Your Well Wisher,

Shekhar Sharma

VONAGE FAKE COMPANY..

its a fake company .. getting service is easy
but its difficult to get ride of VONAGE..

Vonage Charges $35 and gives 3000 Minutes.
If you want good Service please call us at [protected] Extension 407, we will give you best service and homely customer support.

Have you guys ever read your "unlimited" cell phone plans terms of service? Unlimited is never truly unlimited. Theres always a limit. if you are on the phone for 3000+ minutes a month you must have NOTHING better to do!

this is a sales strategy, every company offers unlimited plans ONLY to destinations of small rates per minute such as INDIA, CHINA, EUROPE(only land lines in this case), ect; they work out an estimate amount of minutes an average customer would talk for and release it to the market, now this works wonderfully for some because most of them never actually use the amount of minutes they are actually paying for, thats how the companies make money out of these plans, HOWEVER there's a smallthing companies missed out, you see india is a very populated country, I mean it's not like birth control is the most popular subject there, what I am saying is that these guys really ARE heavy callers because the have a lot of people to call to, they call gradma, grandpa, mom, dad, their 17 brothers and sisters, their sons and daughters, their wifes, friends etc. and the funny part is they believe everything they are told.
Bottom line: "unlimited plan" offered to the indian inmigrant market, not really lucrative.

If you want good Service please call us at [protected] Extension 407, we will give you best service and homely customer support.

Ditto!

Got fed up with Vonage and filed a formal complaint with FCC yesterday. I urge everyone here to do the same. If enough complaints are filed they will investigate the fraudulant practices by Vonage.

received same voicemail. customer service cannot explain the limite "unlimited" talk time! they refuse to argue and the only thing they say is you are free to cancel your service!

Even I received the similar email. After struggling couple of hours with customer rep, no one and no where they are able to explain that unlimited=3000. And the customer rep (account management) are really crappy. They don't want to listen in any way.
One of the technical person told that earlier they use to send such email if anybody would have crossed the limit of 5000 minutes. But due to congestion in their network, they changed the limit to 3000 minutes and came with new plan (Power user) of $50.
I am thinking to switch to other calling plan. Otherwise tomorrow they will say that unlimited=1500 minutes.
From last one year, Vonage is attracting Indian customer by providing advertise in the leading Indian news paper and Indian TV channels. And now Vonage is not keeping up with it's promise and sending an email that we are not in compliance with it's Terms of Service.

Bottom line -
TOTALLY UNPROFESSIONAL BEHAVIOR FROM VONAGE.

I have subscribed to Vonage World Plan on July 2012. I was told, and then I received an email indicating that I will be charged $9.99 monthly service. Recently I found out from my billing that they are actually charging $25 per month. Now they are telling me that it was a 3 month promotional service. No one called or told me then, and I have not received any email or letter afterwards indicating that this was a 3 month promotional rate!

THEY ARE CLEARLY MISLEADING CONSUMER. **BEWARE OF THIS COMPANY***

Vonage = False, Misleading advertising. Your "$9.99" Promotional monthly rate automatically translates to $18.55/Month. After 6 Months, Your monthly rate of $27.99 translates to $50.52/Month

Vonage is doing false advertisement of unlimited calls... Got second Email ...Cheater Vonage!
DearXXXXXXXX,
Recently you were informed that your account, XXXXXXXXX, shows unusually heavy and/or irregular patterns of use. This usage is not in compliance with the Vonage Terms of Service that you agreed to when you signed up. You can still remain on your current plan, but you will need to change your usage to fall within normal residential use guidelines, which generally includes using less than 3, 000 international minutes per month.
If your usage is not adjusted to reflect normal residential use, we will automatically change your service plan to our Power User plan at a rate of $49.99 per month (plus taxes and fees).
The Power User plan includes free domestic calling and 3, 000 in-plan international minutes. Additional in-plan minutes used will be charged at the rate of $.03 per minute thereafter. The Power User plan includes all the other features and benefits of Vonage World, including Vonage Visual Voicemail®, SimulRing®, and our lowest per-minute rates for calls made outside of the 60 included countries.

If neither of these options meets your calling needs, you can disconnect your service without penalty. For additional information, please respond to this email and one of our associates will be glad to assist you.

Regards,

Vonage Customer Service

If you want good Service please call us at [protected] Extension 407, we will give you best service and homely customer support.

True. I am also a victim of Vonage false advertisement. What's funny is Vonage is probably telling all their customers that they are using too much of their unlimited plan and more than their average customers.
Vonage is lier!

File a complaint with FCC. I did. if enough people file formal complaints FCC might look into the illegal practices by company.

Even me I got Vonage notice about 3000 limit cap on international calls and deceving the customers. Please take care of such false companies.

Thats true. Not only they had a cap on International calling, they also have a cap on number of unique number you can call at and number of call forwards you can do. I don't know how does this remain Unlimited!
We certainly are victimized by Vonage advertisement.

First of all, they are not doing anything different than any other major business trying to get business. Word of advice, read the terms of service buddy before signing up for service, you will see the 39.99 sorry