A Comfortable Couch

Friday, October 29, 2004

Vonage Sucks

Since we are moving we need to sign up for new phone service. I had heard a lot about a Vonage, they offer a VOIP service that is supposed to be as good a regular phone line and much cheaper. So I suggested it to my wife, bad idea.

Shortly after signing up we wanted to talk to customer service about a simple problem with our new account. We waited on hold multiple times to speak to anyone in customer service, completely unsuccessfully I might add. The only way my wife was able to get anyone on the phone was to call the sales line for new customers, they answered that phone no problem, but still wouldn't help us since they're not "customer service".

So, completely frustrated by all this, we decided to cancel. We learned in an email that it's a $40 charge, and we must cancel by phone. We haven't even received the equipment ( we ordered it 2 days ago) and we already owe them $40, and, oh yeah, WE CAN'T GET THEM ON THE GODDAMN PHONE. $40 to cancel something we never received, is this a joke? It's clear they care more about getting as many customers as quickly as possible rather actually building a long term business. Fuck you Vonage.

183 Comments:

Anonymous said...

Vonage sucked from a technical standpoint, too, when I tried them last year: After usually 4 minutes or so, people couldn't hear me on the other end anymore. Searching thru newsgroups, lots of folks reported the same problem. So I cancelled and switched to http://www.voicepulse.com. I am much happier with them, I have them now for ca. 1 year and never had ANY problem with them. They even switched me from a 617 to a 212 for free! Oh, and when I cancelled vonage, they didn't charge me $40. Although, since I am used bad service when it comes to cancelling ANY service for that matter, I tried something new with them: I told them that I have to let their "wonderful" service go because I had to move. They said no problem, your service can follow you around, IF you have cable or dsl in your service. I go "Oh well, in move to rural (insert your favorite out-in-the-boonies-town-here), which doesn't have ANY cable or dsl... And that was the end of it. I returned the equipment and was done.
Maybe they introduced the $40 fee later after my scam :-)

Thomas
www.thomasgumz.net

9:21 PMlink  
Anonymous said...

Vonage Sucks

Yes it does but not for the reason you state.

Shortly after signing up we wanted to talk to customer service about a simple problem with our new account. We waited on hold multiple times to speak to anyone in customer service, completely unsuccessfully I might add.


Yes this does suck but the company is undergoing "growing pains" Similiar to a gym that signed up too many members and didnt expand space or purchase more equipment.

The only way my wife was able to get anyone on the phone was to call the sales line for new customers, they answered that phone no problem, but still wouldn't help us since they're not "customer service".

This a stupid decision on Vonages part to allow calls to go through to people who are not qualified to answer particular questions. This does indeed suck.

So, completely frustrated by all this, we decided to cancel. We learned in an email that it's a $40 charge, and we must cancel by phone. We haven't even received the equipment ( we ordered it 2 days ago) and we already owe them $40, and, oh yeah, WE CAN'T GET THEM ON THE GODDAMN PHONE. $40 to cancel something we never received, is this a joke?

The joke is on you in this case. Had you paid attention to anything you were probably told, (note I said probably because I am willing to give you SOME benefit of the doubt), you would have understood that the $40 is more of a security deposit as opossed to a cancelation fee. Once the device that you did not receive yet is returned you would have gotten your $40 back. So this is where YOU look like an ass.

It's clear they care more about getting as many customers as quickly as possible rather actually building a long term business.

Open a business and lets see if you do not follow the same protocol or if it is as easy as you think it is.

Fuck you Vonage.
Im sure the people you spoke with feel the same way about you.

1:39 AMlink  
Anonymous said...

VONAGE= really poor service. If you desire a phone line that may or may not be in service at any time, by all means pay your money to vonage.

if you are a real person and need real phone service run away from vonage. there is generally enough competition for dial tone in major markets to provide quality service at reasonable prices.

I have had so many problems with vonage (lost calls(calling party gets an out of service announcement)calls to no where (call fowarded calls ring to nothing), poor quality (you think you sound fine but in reality you would sound better with a string and a can).

The killer is the delays to revert back to traditional dialtone.

Thank god I am free of VONAGE. Waiting to tap dance on the demise of the smoke and mirror "unphone" company.

FIND a deal that will actually provide reliable service. This may be ok for teenagers but adults need real service standards.

10:48 PMlink  
Anonymous said...

Vonage truly grew too fast.

Deceptive billing - I was billed three succesive days for charges that should have been "unlimited" according to my plan - I got my money back but not before spending over two hours of my life on hold for "customer service."

Dropped calls - I spent three days with all outgoing calls limited to 18 seconds. Yes, that was wonderful.

Poor line signal - I switched to Lingo and the line is clear. Vonage bit off more than they can chew. I canceled after two months. I have never seen such an inept company - and I hope they go under because as an early adopter I went with them and all I got was grief.

12:42 AMlink  
Mr Parallel said...

No phone company has ever messed me around as badly as Vonage. I wasted three weekends trying to configure this inert piece of plastic they call a Router, and never got close to a dial tone. Their customer support is a sick joke: I never waited less than an hour to talk to a human, and none of the supposed techies knew anymore about the subject than I did. Email queries for help received an automated reply and nothing more. I went out on the Vonage forums where, I was told, Vonage's top tech guys often lurk looking for emergency cases to help out. Bupkis. Now Vonage has the nerve to charge me for a "disconnection fee" when I was never connected to anything in the first place. Vonage truly sucks.

12:42 PMlink  
Andrey said...

Vonage customer service is a set of monkeys that can not answer during 52 minutes and I continue to wait. And their sales department only knows how to apologise and can not transfer my problem to "customer service".
I have only one recomendation.
DO NOT TRUST VONAGE.

2:28 PMlink  
Andrey said...

Forget to add that today is March 26, 2005
so almost 5 months since the original message, but vonage still the save pack of shit.

2:31 PMlink  
Anonymous said...

I TOTALLY agree...VONAGE sucks!!! I had the same experience as you did!!! I have had to call their freaking sorry customer service line 4 times on different days. Twice, they were having phone problems (which should have let me know NOT to sign up). Neither time was I hold hold for less than 20 minutes. If one of their brilliant customer services reps answered, they wasted my time by asking me all sorts of technical questions and then would have to transfer me to the "tech support" group (even though I pressed 2 for the tech support group in the first damn place). I had to sit on hold for yet another 20+ minutes until one of the tech support guys picked up!

I ordered the service at the beginning of February 2005, it is the beginning of April and just this week have I gotten my service to work! But you better believe that they billed me for 2 routers and the monthly service.

4:12 PMlink  
Anonymous said...

Vonage a big sucker. Dont ever try them.

9:35 AMlink  
Anonymous said...

Vonage sucks -- bad service, bad lines, scam you out of discount fee! Don't do it.

1:54 PMlink  
Anonymous said...

I have been trying to cancel my Vonage account for 3 MONTHS. This is absolutely the worst service I have EVERY had. My telephone company can't even cancel the account. I'm on hold now - typing this email, waiting for their accounts dept. I wish I could tell the whole world NOT to use Vonage.

2:57 PMlink  
Anonymous said...

I signed up for Vonage on Feb 22, 2005 thru a Best Buy deal. I sent in my letter of authorization on Feb 23 to have my phone number transferred. Today is June 1, 2005 and my number is still not transferred. I have called repeatedly and although I haven't had problems getting customer service on the phone (unlike the other blogger), the front line support can't do anything but cut tickets and forward them to others who apparently can't do anything to expedite this. On May 23, I finally got a CS person to tell me I was scheduled to be switched May 30 (Memorial Day). Well that day has come and gone. I have asked for complete refunds on all months so far. Vonage is worthless to me until my number is switched. I certainly am not going to give the temporary number to my friends. So far I'm very disappointed with Vonage and wouldn't recommend them to an enemy let alone a friend.

12:12 PMlink  
Anonymous said...

I wanted to buy the name: vonagesucks.com, but funny as it is, it looks like Vonage knew somebody would want it so it directs to their own site! They screwed me out of $93.83 that I paid to get the router, business plan, etc. I NEVER used it as Vonage NEVER got the number transfered. Today I spoke to an idiot named Adam who said it was my "choice" not to use their "virtual" number while I waited for my number transfer (over 3 months and it still never got transferred) and he then expects me to pay to ship this router back? They have the nuts to email me an RMA# so I can pay for my own shipping to send it back, so in actuality I'm screwed out of more then $100! I am SO GLAD that they actually never got the number transfered as I was told a customer of Vonage's baby daughter died as she couldn't call 911 in because of Vonage when her baby was choking. I would NEVER recommend Vonage for a business. They truly suck and I will take them to court if I don't get my money back. It's just the principle of the thing.

7:15 PMlink  
Anonymous said...

Canceled the service tonight after 2 1/2 months of lies related to the port of my existing #!!!! DO NOT MAKE THE MISTAKE THAT I MADE BY GIVING VONAGE A TRY!!! Nothing but TROUBLE and the ROYAL RUN AROUND... I have not received the first incoming call on my Vonage phone after 2 1/2 months!!! I am sure we will all see them evaporate as a company... That is what their lack of service deserves. :(

8:15 PMlink  
Anonymous said...

I have been using Vonage for two years and didn't have any problems until the credit card on my account expired two months ago. I got the automated email telling me to go to their site to update my credit card info and reprocess the payment. When I went to their site the reprocess payment link was not there nor was the change credit card info link. I sent them an email saying this and they replied that it was fixed and I could do it now. Well it wasn't fixed. Soon my outbound service was suspended. After two months of back and forth someone from Vonage left me a voicemail at 5 PM the Friday before the Memorial Day weekend to call them back to get the problem resolved. During the weekend they terminated my account completely. I called the customer service department and was told by two different people that there was no way for me to pay the balance on my account and that I should just sign up for a new account.I then recieved another email from them requesting that I update the credit card info on my account which I replied to and they have never responded. I called customer service again three days in a row, got the same person on the phone each time he promissed that the problem would be resolved that day which of course it wasn't. So I finally decided to take the advice of the previous customer service rep and signed up for a new account ..... with VoicePulse.

I saw an article the other day that Vonage is signing up 15,000 new customers a week and only has 1400 employees. My take on this is that Vonage is just building up the customer base as fast as they can so they can sell the company for a quick buck for the VC's.

12:38 PMlink  
TugMuscle said...

VONAGE would have to improve dramatically to just SUCK. They tried to charge me when service was not fully connected (I could not receive calls) when I complained they said "well you are using our features like call waiting" I said "you bumbling idiots, how can I be using those features it I CAN'T GET INCOMING CALLS?" Then I cancelled. They did refund the cost of the box i sent back and said in an Email that my service request was cancelled (the voice quality on outgoing calls was horrible anyway)..so yesterday they cancelled my service with my provider IDT. They shut off my phone service. Vonage tried to say it was not them but after a few hours i was able to certify that it WAS them that did it. So they sent an email today telling me how IDT could get my phone number back..problem..IDT does not have local service any longer so they can not get it back or provide me with phone service. So I had to call Verizon...they said that it would be illegal for them to try to do what Vonage was telling me to do and my old phone number was lost. So-- Verizon is charging me $110 to rewire my boc, and I have to pay another $20 a month for phone service and I am still without phone service and I had to change my number VONAGE SUCKS!!!!! I am suing them in court and complaining to the Mass Attorney General. Virtually everyone I talked to was incompetent. STAY AWAY. CALL THEM AT YOUR OWN PERIL!!!!!

10:15 AMlink  
Bob from Wellesley said...

Folks...

Despite Vonage claims that their line quality is "indistinguishable" from a standard phone line, ALL my calls involved hisses, clicks and pops. Sometimes calls just dropped away without warning. Sometimes people could hardly hear me. I had tons of trouble sending faxes as my machine would try to send one page and then fail due to "poor line quality". I am a consultant and I need good communication with my clients; Vonage just didn't work for me. All of this is fine, since VOIP is cutting edge. I called Verizon and got two Centrex lines (one with Verizon Freedom unlimited long distance) with free installation for $96 per month. Two lines from Vonage were costing me $65 with the problems I was having.

I just tried to cancel my service and was told that the cancellation department was not taking calls because too many agents were "calling in sick". Them man took my phone number, game me a trouble ticket and told me that someone would call me back. I bet they are not doing that with new orders…

This really sucks. If Vonage doesn't cancel my account, I will cancel paying them by calling the credit card company.

At this point, Vonage is not ready for market. It is not really less expensive than Verizon Freedom either. My Verizon phone line works 100% of the time without the problems of Vonage. You get what you pay for…

9:45 PMlink  
Bob from Wellesley said...

Update...

I just got Vonage on the phone and was able to cancel my service with no further problems.

I like the idea of VOIP, but I'm going to wait until it matures a little more...

10:02 PMlink  
Anonymous said...

Today is June 16th 2005 on January 14th this year I signed up with Vonage. When I recieved my "device" it was a "Linksys" router. I did not need a router but Vonage said I must use it and to plug it into an open port on my D-Link. four months later it failed and took out my telephone and fax. Vonage senty me a replacement router and told me to remove my present and working fine D-Link router.... I did.
Two months later June 6th the "Vonage" supplied "Linksys" router failed and and damaged my new phone I had to purchas PLUS two desktop computers and one laptop computer.
Vonage blames it on "Linksys" and says I have to contact them. "Linksys" blames it on "Vonage" and says that I have to get it done by them.
I told them that it sound similar to when Ford blames the roll-overs on the Goodyear tires and Gooodyear blamed it on For and it took a class action lawsuite to bring it to closure.

Anyone want to be involved with a class action lawsuiite againt "Vonage" please email me at mg@greenmarkbenefits.com in the subject line please type "Vonage Sucks"

10:45 AMlink  
602-480-585-7776 said...

I signed up about a month ago using Best Buy, with the rebate it turned out to be free. It was easy to hook up and my phone line was changed over very fast. I recieved lots of emails from vonage telling me I have been transfered. As of today, I still have not had to call support. The only thing that suck about Vonage is when your talking with someone, sometimes your words get scrambled and the other people cant hear what you say and visa versa. So this is good for a cheap long distance personal use, but I would not recommend it for business use.

12:39 PMlink  
Anonymous said...

I signed up about a month ago using Best Buy, with the rebate it turned out to be free. It was easy to hook up and my phone line was changed over very fast. I recieved lots of emails from vonage telling me I have been transfered. As of today, I still have not had to call support. The only thing that suck about Vonage is when your talking with someone, sometimes your words get scrambled and the other people cant hear what you say and visa versa. So this is good for a cheap long distance personal use, but I would not recommend it for business use.

12:40 PMlink  
Anonymous said...

I cancelled vonage today and the customer rep challenged me on why I decided to cancel.

I said b/c I wans't using it and he said, "well lets take a look. You actually used all your minutes last month."

I didn't want to explain tha I had to use it b/c I was on hold with customer service TRYING TO CANCEL MY ACCOUNT. Yes, 500 FRIGGIN minutes of hold time.

10:40 PMlink  
Anonymous said...

I have just been charged $40 for cancelling my "service", after paying $27/month for the past two months in which my services worked for 2 days. After many exciting conversations with call centers all over our fine globe, still no service.

These guys are all about building a million or so subscribers so that they can sell to Qwest or AT and T.

The management of this company is amateur hour central, so I am not surprised. They have "catered lunches" every day, due to the fact that their offices are in the bowels of New Jersey with no food within 10 miles. No one can eat the food though until Jeffrey "Meglomaniac" Citron gets the first plate. And if he's on 2 hour call? You go hungry, you selfish little buggers.

Rotten company that literally invented "banner spam".

Stay far, far away.

1:26 PMlink  
Anonymous said...

I just had the miserable experience with vonage that I came across this page. I just cancelled my account which never worked in the first place. They charged me the $40 cancellation fee (huh?). Reading the post on this page is scaring the hell out of me because I am out $100 and know it will be a battle getting my refund.

I will dispute the charges on my credit card if they do not refund me. Credit card companies protect consumers in the event that a product purchased was "not as described". This will get the money back and vonage will get stuck with a $15 + chargeback fee.

PS. I love the fact that Vonage registered vonagesucks.com.

2:36 PMlink  
Anonymous said...

VONAGE is full of SHITand nothing but SHIT, I got rid of my other service to try this mess and from day 1 I have been having problem and each time I called about it they would ask what the problem was I would then tell them its not 1 or 2 problems it 5 or 6.
true the service is reasonable but, if you never get to use it without it messing up it would be great. Half of the time people would call and the would be told that my is no longeg in service, I have even had those days where every # I would would be busy even theirs. I can go on and on but I won't but I really hate the way they treat people who work hard for their money like dirt.

4:33 PMlink  
Anonymous said...

I had two phone lines switched over to Vonage, so I got to have twice the fun. The first two months everything worked fine, then calls were dropped and people constantly thought I was on a cell phone and lost coverage while I was talking to them. I cancelled. Good luck doing that. Anyhow, because I had two phone lines they charged me $83 for my router. I explained that the two phone lines worked off of a single router. They said that didn't matter, but that if I sent back the router, they'd refund my money. I mailed it back, and received no refund. I called and they said they would only refund me $41.50 since I only returned one router (notice the convenience of their logic). So the service desk (good luck getting them on the phone) tells me that they have credited my credit card the $41.50. I asked for a confirmation number of the credit card refund. She reads off the number. Then I asked her to read it back to me again. She had made the friggin number up. What also scares me is that they must still have my credit card on file even thought I am no longer a customer. Honestly, this is the most deceptive, dishonest company I have ever dealt with. If anyone out there is debating using them as their phone service, please read the posts here. I also will tell you that I like to be cutting edge with technology and am fairly tolerant in what I'll expect for help, but Vonage has taken bad service to a level that will be unmatched by any business.

1:39 AMlink  
Anonymous said...

The only reason I am posting this now is because my freaking Vone-phone doesn't work (again). Two days running. I live abroad and rely on Vonage as a cheap way to keep an American exchange. I brought the "router" here and finally succeeded in installing it after a mere 3 hours on the phone overseas with the twats in NJ. Made those calls from a cellphone, so we can pitch 100 more bucks into sunk costs, not to mention the unwarrented denial of the $80 mail-in rebate. Short of using Skype, I believe I have no choice but to stomach Vonage's 40% downtime, faulty voicemail feature and cretinous support staff. Unless someone can suggest an overseas alternative !!! ricsat@mail.com

6:51 PMlink  
Anonymous said...

http://www.zlk.com/vonagefax.html

3:52 PMlink  
Anonymous said...

I rarely rarely swear but vonage will cause anyone to curse repeatedly over and over. 2 days minimum 20 mins on hold each time, still no phone connection-just like a lot of other ppl on here. Absolutely the worst customer service experience of my life to date. vonage I sincerely hope you go bankrupt asap. I hate you with al the venom I can possibly muster up inside of me

2:58 AMlink  
Anonymous said...

In the past 3 days, I have had 4 different people tell me they thought I had moved, because they kept getting "the number you have reached is disconnected or no longer in service" message. I call Vonage and they acted as if I was the only customer they ever had with this problem. Their customer service people are total morons and need to learn to speak/hear english. I have been using their service for a total of five days and I have spent 75 percent of time on hold with Vonage customer service and 25 percent of calls to people I really want to be talking to. I have told about 25 people never to signup for Vonage, because they could end up having the horrible service I have or even worse.

10:20 PMlink  
Anonymous said...

I just got off the phone with this criminal of a company. I cancelled the same day the equiptment arrived, was told a shipping label would be sent. Nothing has arrived. However, the dept that calls after you end svc called to inquire why I cancelled. I told them, and then she tells me "she doesn't see a request to end service"...immediately I smelled "crack head behavior"---meaning a damn scam. I got off the phone moments ago after spending 2 hours getting "nowhere". I didn't know if I cancel I would be immediately charged another $41.00! So I calm ly said...no problem, don't cancel me. This damn equiptment will be mailed certified mail/insured with my cancellation request attached. I will talk with my credit card company in the am.......They are running the ad like fucking crazy here in North Carolina, damn criminals!

12:18 AMlink  
Anonymous said...

Vonage does suck. I signed up for the service about 6 months ago. Tried it for a month and got discusted at having to constantly reset the hardware. This wasn't a service that I wanted to keep in the house with small kids. I'd hate to have to run downstairs to reset the hardware when I needed to use the phone in an emergency.

I called Vonage to cancel my account and the support guy said he could put it in a suspended state in case I wanted to try it out again at a later time. I said sure. That would avoid having to pay to reactivate the service.

About 5 months later I see a charge on my bank statement for around 9 dollars from Vonage. I call them up and am told that the original support rep just credited my account for 4 or 5 months worth of service. This wasn't really suspended. I was then told that an account manager would have to call me back. Three days later and no return call. I call back and am put on hold for about 20 minutes. I finally get my account canceled and the money credited back.

Watch this company closely!!!

2:24 PMlink  
Anonymous said...

I wish I would have did more research on the Vonage (gag) scam! I HATE them!!!

I still don't have service from July and I have been paying for it. They tell me that I have a "virtual number" available. What good is that?

The free month is a scam because all they do is charge an activation fee for every feature that you order.

I also found poor customer service, ie, on hold FOREVER, transferred around, then disconnected. What's wrong with these people. I think the only way that I can get rid of them is to cancel my credit card. They say they are protecting me and will not cancel my account over email!

VONAGE DOES SUCK! BUYER BEWARE!

10:29 PMlink  
Steve Sanders said...

Vonage sucks. 15-20 min waits to get an incompetent "customer service" person on the line and all they know how to do is tell you to reboot your router. They're always whining about how they have "issues" that they "are working to resolve." Why doesnt the Wall Street Journal or someplace similar blow the whistle on these assholes?

5:00 PMlink  
Anonymous said...

Vonage really sucks. DO NOT use their service, they charge an early termination fee plus they charge you every month even after you cancel. NEVER USE THEM, EVER.

2:24 PMlink  
Joe said...

Vonage sucks-this many people cant be wrong-too bad I didn’t do a search on Google before signing up.


I have signed up for vonage in May of this year. Just about a week ago everything took a shit. Unreal!!! Not once did vonage or their s%*@#* customer service(if that is what you want to call them) give me a call to explain what was going on even while I was paying for their service. Month after month week after week they kept explaining “ohh it will be next week, a couple of days, and we’ll email you”-I never received an email or a phone call letting me know what the hell was going on.

Eventually after being completely fed up and not getting off the phone until I spoke with someone boy I get to speak with on of their “Elite” customer service guru’s. This did have an effect. My call was then shortly transferred to back to the main number to start the wait all over again.

Only now I have the satisfaction of total and utter disappointment in the vonage service or be that as it may VOIP. Quite possibly vonage is so lousy because they have sooo many people that are displeased calling them-just a thought.

My phone always breaks up-sometimes I have to call 2-4 times before it will dial a number-it will drop phone call- and make my voice sound like a smurf. This is all after an ongoing fiasco of vonage blaming my ISP Comcast- who; might I add offered everything in the world to get my satisfaction.

Vonage sucks! I would strongly recommend that you find away to pay for your land line phone service. You will undoubtedly be sad for signing up.

Sincerely,

J.R.

1:20 PMlink  
202grl said...

I wish I'd seen this before I signed up with this crap company. Nearly 4 months down the road, and they have yet to transfer my number over. In addition, I can now only use my internet connection for phone calls or surfing - not both. Anytime I plug that damn router in I can never access any websites. If I'm lucky enough to ever get through, it's for no more than 5 minutes. The hassle's soooo not worth the little bit of money I thought I'd be saving.

2:19 PMlink  
Anonymous said...

Vonage sucks is an understatement. I got screwed like everyone else. I sure hope people are smarter than I was and do a search on Vonage before they sign up. I never even got to use their service because of technical issues, etc. I currently don't have my original phone because they screwed up the transfer and disconnected me. Now I don't have a phone for 10 days. I had to call my original telephone service provider and get the line hooked up again. I have never been been taken this bad. What a scam!!!

1:27 PMlink  
Anonymous said...

Hello. I recently was hired by Vonage for tech support. I start my training there soon. I have dealt with a lot of tech people and I can relate to the frustrations on this board. They may have changed their tune because besides technical skills, they kept emphasizing customer service and hospitality skills were just as important. I was doing research to get a head start on the VOIP technology and trying to educate myself ahead of time so I can learn all I can about it before my training starts and get a jump start on things. I came accross this page and was wondering if anyone uses comcast or cablevisons VOIP services? I have been wondering how Vonage will hold off these and other companys as the industry grows. Also, at the end of this month, Vonage is moving to a much bigger building. An old Prudential building gutted and redone for Vonage. They are also supposed to be hiring 1000 new employees the last few months to gear up for this, so maybe growing so fast they can keep up with customer service. Their current space is very small and they are packed in like sardines. I also got the impression with the new hires and move, that they are going to be weeding out some people and get the company really going in a more professional atmosphere with more professional people. Just my observation. I am trying to get my career going so I have no choice but to take this job and hope that things will not be as bad as it sounds here and services will improve, but do you guys think that Vonage is setting itself up to be bought out, as one poster said? It is currently the leader in VOIP and made me excited to finally land a job with them. I am worried about job security and had these thoughts even before I came accross this board. I hope it works out and if I ever talk to any of you, hopefully I can help and not piss you off even more! Thanks! Anon.

10:15 AMlink  
James said...

Hello. I recently was hired by Vonage for tech support. I start my training there soon. I have dealt with a lot of tech people and I can relate to the frustrations on this board. They may have changed their tune because besides technical skills, they kept emphasizing customer service and hospitality skills were just as important. I was doing research to get a head start on the VOIP technology and trying to educate myself ahead of time so I can learn all I can about it before my training starts and get a jump start on things. I came accross this page and was wondering if anyone uses comcast or cablevisons VOIP services? I have been wondering how Vonage will hold off these and other companys as the industry grows. Also, at the end of this month, Vonage is moving to a much bigger building. An old Prudential building gutted and redone for Vonage. They are also supposed to be hiring 1000 new employees the last few months to gear up for this, so maybe growing so fast they can keep up with customer service. Their current space is very small and they are packed in like sardines. I also got the impression with the new hires and move, that they are going to be weeding out some people and get the company really going in a more professional atmosphere with more professional people. Just my observation. I am trying to get my career going so I have no choice but to take this job and hope that things will not be as bad as it sounds here and services will improve, but do you guys think that Vonage is setting itself up to be bought out, as one poster said? It is currently the leader in VOIP and made me excited to finally land a job with them. I am worried about job security and had these thoughts even before I came accross this board. I hope it works out and if I ever talk to any of you, hopefully I can help and not piss you off even more! Thanks! Anon.

LOL!! Anon;

If the company is a possible buyout, you have about 1 to 2years before a complete "shakeup" happens (been there, done that toooo many times)and as far as I can see? I will not be using vonage anytime soon myself.

Besides Internet-2 and ip-7 will be coming out soon (in limited supply at first) and the compression ratios are far better then currently implemented... I'm old school myself, remember dialup and the "tinny" ham radio sounding early days implementation of the concept of VOIP (though it was pre-IP)

If anyone else out there wants to know when it is safe to get on the VOIP bandwagon, you have about 4 or five years left before a standard format is agreed upon by all the companies and that "IF" the telecommunication industry supports it.

{Telecommunications Engineer Supervisor) James A.

www.mathematicsisflawed.blogspot.com

8:57 AMlink  
MikeTheVirginian said...

I wish I'd have read this eight months ago. I was like everyone who wanted to save a few bucks on phone bills, liked the idea of no real phone line, etc... well, the service was noisy and unreliable - so much so that I just used my cell phone to make almost all my calls anyway - so I intended to cancel my Vonage account.

I tried to cancel online, and learned that I had to call. Of course it was week-days only, and I seemed to always remember to do this on Sunday when I pay bills... so I forgot to cancel it... often.

Then I realized that my credit card they had was going to expire that month, and I figured that I would let the account "cancel itself" since they can't charge to an expired card... guess what, it didn't stop them. They continued to charge to it, and when I checkd the account they incremented the expiration year to 2009 all by themselves... I'm thinking this is totally unethical, if not illegal.

So today, I finally remembered to call Vonage and cancel the account, when I learned that they charge $41 to cancel "the line"... there is no damn "line", and when I argued the point with the mouth breather I had on the phone, he said it was part of the agreement... well, I guess they had the last laugh, but I'm going to follow up on this credit card angle with my credit card company, and see if what Vonage did to my credit card information is part of Vonage's agreement with them.

In short - instead of Vonage, spend the $25 to get the next level of service (more minutes) on your cell phone - at least you get what you pay for.

PS - It was funny that "vonagesucks.com" takes you to the vonage.com site... those guys know they suck...

5:49 PMlink  
Anonymous said...

Try this one on the schills.

My nightmare over the past ten days has been just getting a first dial tone. Since I am anonymous I can brag (please forgive me and here the good news) that for nearly 30 years I have been an intergrated circuit design engineer designing mostly telecommunication chips for Intel, Fairchild and many other great companies. In dealing with Vonage, I have been treated like a technical idiot, insulted, and lied to by Vonage personnel repeatedly. In well over 30 calls made to them they have failed to enable my service.

I have signed up with another voip provider already and will formally cancel my Vonage "service" on Monday.

I believe the electronics industries has set very high standards for ethical behavior since long before I joined so I am infuriated by these corporate billinng scams. I expect my billing odessy to start Monday. I wish I had read this blogsite before I tried Vonage.

The Bangalore Indians I talked with were polite and professional but they refered me to American based tech support who were, with the exception of one apologetic tech, insulting, incapable of even understanding how a problem is traced and isolated, or they occasionally lied about what was going on.

I was deliberately polite but was cut off twice during a converstation and about eight times during call transfer. When I requested they stay on the line until a "live" transfer was complete the transfer always succeeded. I called them from "ma bell" lines that are clear on calls to other companies but the quality of the Vonage office phone system was the worst I have heard since the 1950's... Static, cutouts, and a very distracting echo. If they cann't manage their own office phones...

I feel I screwed myself by not investigating before I bought a "Vonage Only" Linksys RT31P2 router. Caveate Emptor. I a have mostly linksys home-office setup and have never before been disappointed with their hardware. The only help I found in tracing the origin of the no dial tone problem was from a linksys tech via live chat in the wee hours. There was an initial delay but he helped isolate the problem witn just a few Q and A's. The phone software on this router is solely controled by Vonage; hence no dial tone. Conveying this linksys info to Vonage Tech's did not deter them from pointing fingers in technically ridiculous directions.

I will be waching this blog site as I try to get my refund for a service never turned on. I hope VISA can help with a refund but that may not be the only way a person who wrote his first computer program in 1965, designed his first integrated circuit in 1978, hacked into a computer in 1979(by request of the computer owner), built his first wire wrap and pc board computers, in 1979. and has singlely designed and layed-out a 1.7 billion transistor chip... can extract his due from these criminals who rip of the innoscent and trusting and stain my industry. Stay tuned.

9:19 AMlink  
Anonymous said...

Yes they suck big time! i ordered service with the no questions asked 30 day money back blah blah blah. After 2 days of working ok, the device malfunctioned. When I tried to cancel, I let them talk me into trying another device when they offered 2 months free service.
The new device never worked properly, so I cancelled again, shipped back both devices and did get my 40.00 back. I was without service for weeks waiting to get my number back. then to top it off, they had the nerve to hit my card for $99.00, 39.00 forcancellation, device etc.
I called and emailed aand they are supposed to issue a credit. I intend to complain to the BBB in New Jersey and here in Georgia.
They dont just suck, THEY SWALLOW!!!!!

7:16 PMlink  
Anonymous said...

Addendum. I plan to up my cell minutes as someone suggested, and purchase the Cell phone/home Line interface from Phonelab that lets you use your hard wired home phones to make cell calls. I can carry my existing phone number to Cingular, gat a 3rd phone on the family plan for 9.99 month. Free long distance, unlimited nights and weekends! I think this is the solution for me!

7:22 PMlink  
Anonymous said...

VONAGE SUCKS period..we never get a solide connection over the phone, its always delayd and cuts out and it pisses me off. CRAPY PHONE COMPANY

5:43 PMlink  
Anonymous said...

To James .... welcome to Vonage Hell. Be advised, the average time a Vonage employee stays is under 6 months. Maybe in pretty Holmdel it will be 6 months and a week. Where you are has no bearing on how they treat you. How can we be taken seriously if we can't even keep our own internal phone systems working? How can we be taken seriously if we can't even keep our own internal customer service system up more then 50% of the time? Probably 20% of every call that comes in to us gets dropped by US (sure makes our customers happy when their phone company can't keep a phone call going). Go Avaya Go! Probably 80% of every incoming call whether it comes through India, Phillipines, Canada or the US sounds like the customer is talking underwater. 3/4 of the idiots they call "team leads" know 1/4 of what us reps know. Probably half the people they hire can't even spell (I'm sure you've read some of the illiterate comments on accounts and in tickets). Who interviews these people ?? The idiot team leads! Read some of the (alleged) other Vonage employee posts on here .... illiterate. Most people with half a brain leave within 6 months.

It's pathetic, it's demoralizing and it's downright sad. (Most of this was copied from Damien's FUCK VONAGE site - didn't know there were 2). By the way, did you know Vonage owns www.vonagesucks.com. LOL

11:12 AMlink  
Anonymous said...

They transferred my line BEFORE making sure I had the equipment. I received the equipment SIX days later. I have a dial tone, but you can only hear every other words being said. Day #7 - all day on the phone with them and still not a usable connection!

Customer service is the worst I have EVER experienced, long waits on hold and most barely understand English, no less anything about the service!

6:38 PMlink  
Robert said...

I am in the US Military. I signed up for vonage in 2003. worked fine for couple of months. In january of 2004 I was deployed overseas. a few weeks into my deployment my wife emailed to say the phone was not working. My friends emailed me to say when they called my number they got a hair salon. Frustated, i tried calling VONAGE from overseas to fix what i thought was a simple mixup. boy was i wrong and did it cost me.

I coulndt get anyone on the phone and when i did, i got the worse runaround. I finally emailed them and threatened to go to the media. i received a call (overseas) from a manager who apologized profusely and said he would refund the current months charges and the cancellation fee. he told me if i ever change my mind and wanted to come back he would annotate the account to make sure i was not charged any fees.

Fast forward tonight 21 December 2005. I saw a commercial and in a moment of insanity i called vonage to sign up again.

I waited on hold for 15 minutes and when the idiot person answered the phone i explained that i am a returning customer and wanted to sign up again. she transferred me to "CUSTOMER CARE" i waited on hold there for 30 mins, explained what happened, only to be told unless i could prove that a manager told me he would waive the fees, if i wanted to come back i needed to sign up like every customer and pay the fees.

needless to say being called a liar did not sit well with me.

bottom line STAY AWAY FROM THIS COMPANY!

they have no concept of customer service.

8:17 PMlink  
Anonymous said...

Yes, they suck. Funny how you MUST use your web account to forward calls unlike the traditional PSTN lines where you can use *72.

Problem with Vonage is that their web site is down frequently which means you can't forward or un-forward calls because they have no other means of controlling their features.

I just called their Customer Service Dept. (in India) and was told to log onto my web account to un-forward my calls. Idiots, I had already explained that their site was down. They then said they knew the site was down and should be up "in a few hours". Unless a few hours means 72 (3 days with this problem), there's a different problem. Each time I call they say they know there's a problem with the site and I should check back in a few hours. Maybe the FTC should make them stop selling new service until they fix the problems with existing. BTW, they sell you equipment all day, but beware that they may not have any numbers in your area. This happened to me also when I went to activate, there were no numbers in my city (yes, they do provide numbers here, but were "out of stock" for more than a week).

4:18 PMlink  
Anonymous said...

Yep, Vonage Sucks big time..
- Uninformed when ordering of a $56 cancellation fee (we have unauthorized charge removed from credit card
- Phone sometimes fails to ring when people calling
- No indication of new messages, until checking email.
- Plenty of complaints regarding static, echoes, dropped words.
- No online way to cancel..lots of hoop jumping.
Cheap? Yeah, but you get what you pay for.. believe me.

6:37 PMlink  
Anonymous said...

I won't waste any of your time with an explanation. JUST STAY AWAY, A WASTE OF TIME AND MONEY

3:52 PMlink  
Anonymous said...

Wish I'd found this site before getting Vonage. Note to self, always type company name + sucks into Google before signing up.

I waited 30 min to cancel. Can't cancel from the web site is slime. The person on the line didn't work for Vonage and was just going to send them an email. Gee, to bad I couldn't send the freakn email. I also had to provide a phone number so Vonage could call me to confirm and if I wasn't home I get to repeat the process. After some screaming the person was able to cancel service. Imagine that, no screaming = no help, screaming = help. Wish they'd just said on their web site they waited me to scream. Could have saved some time.

The reason I cancelled was unclear call (echo), dropped words, etc... But the biggest problem was I couldn't use most auto phone services as they couldn't recognize the tones 50% of the time when I pressed the keypad. Even their email system had problems recognizing key pad presses.

Too bad. Except for not being able to use the phone to communicate I really liked the features. My bottomline is they make cancelling so difficult as to be dishonest. I wouldn't trust them in the future even if they solved the technical problems.

$40 cancel fee was a surprise since they say "No annual contracts". The $40 fee was buried in the fine print...dishonest. However I think the $40 is worth it. When you divide it between all the people I'm going to email about Vonage, many who were interested and wanted to know how it worked. So it's really just pennies per saved friend, friend of a friend, etc...

7:43 PMlink  
Anonymous said...

I use to work for Vonage and can tell you they suck to work for as much as there phone service. Caller ID never works, Calls fail, and no one cares to fix and resolve issues in that place. I couldn't tell you how many times I had to lie to customers because my hands were tied and not able to do my job as we are not given the tools needed and our T3 guys would not work on the tickets correctly. Vonage is all about becoming number 1 in lines activated rather than number 1 in customer service. After leaving Vonage I canceled out my phone accounts and was charged a termination fee of $44 even though I was once an Employee. Since then I signed up with www.SunRocket.com who I heard bad things about from customers when working at Vonage and reading on the web. I must say as with any VoIP service it's hit or miss but customer service and tech support should not lack. With SunRocket I get Customer Care and Tech Support via phone, email or chat online fast. I have since signed up for there service with NO ACTIVATION FEE, NO SHIPPING FEE and NO TERMINATION FEE where Vonage charges $30 Activation $10 Shipping and $40 plus tax term fee. I also got a Uniden Cordless Phone with add on handset FREE worth $70 in the stores. They also got me my eqp in one business days and did not charge me until they shipped. Vonage bills you the moment you sign up and your lucky to get your eqp in 5 business days. I also paid SunRocket $200 for the year and that comes to $16.66 a month and gives me Unlimited calling within the US, Canada and PR. They also unlike Vonage all you to use $3 worth of International calling free per cycle and two directory assistance calls (411). After there directory assistance is only $.79 not like Vonage $.99. SunRocket also offers D-Ring numbers and gives you two free with there own voicemail boxes and allow you to point them to who ever you wish unlike Vonage who cant offer it at all. They also allow you to block numbers you dont want to call you and block unkown callers again something else Vonage doesnt offer. SunRocket can also display your name on outbound caller id so when you call a friend they know who is calling unlike Vonage who displays nothing but a number. If I were you I'd look at SunRocket.com as they are trying to build a good customer service and phone service before numbers like Vonage. They are very upfront as I saw when opening my box. They gave me 911 dialig info, a book with there Terms of Service and ect. Everything Vonage didnt give you to hide all of the fees and cost.

5:33 PMlink  
Anonymous said...

One of the problems with vonage is that a lot of the CC agents lie. For example, A ticket gets created and you will be told that it will be done in 2 hours. IT is a flat out lie. IT goes in to a queue where a Team Lead looks at and decides if all information is there and correct, if approved get movre to the queue that it needs to be in. If that queue has a few hundred tickets in it, yours will sit for hours if not days. If you are told 2 hours, ask them how do they know it will be done in that time frame. What ever thay tell it is a lie. Youe ticket could be number 500 - 1000. If there is an emergency tickets may not get done until the emergency is over. So there is no way that a CC agent can ligitimately give you any time frame at all.

5:26 AMlink  
Anonymous said...

Not Always vonage's fault.
Some people have spyware on their PC and refuse to acknowledge it. Viruses and spyware can use up resources on the network, and yes one PC commected to the modem is a network on the internet. Try disconnecting the PC from the network and if your phone call is clear, then it yopur fault. Other people get a wireless router and plugg it in with out securing it. Treaying it like an appliance. It is not your toaster oven, refrigerator, nor microwave. It is computer equipment. All computer equipment requires YOU to LERAN about it maintain it and manage it. If YOU choose NOT to do any of those it is your fault. IF 30 people are using your wireless router for internet you did not do the right thing. Too mant people buy these things and do not even learn what they actually do, Do you buy a car without looking at it's options? Do yousign legal documents without reading them? apparently many do. The number xfer process is callede LNP, Local Number Portability, or transferring your number. As I have done this before the LOA, Letter of Authorization does ask if you have DSL service and if so you can not xfer thre number because it will disconnect the internet service. When the LOA returns with and error that you can not xfer the number because of DSL, many people go back and answer no to that question. WHY would YOU do such a stupid thing. You have been told NO and you chose to do it any. Is not that the behavior of a child jnot an adult. READ the pages when you sign up! Sign up yourself and not let the CC agent do it for you, it is the same process and you won't mis-spell anything. To be an adult is to be responsible.

5:42 AMlink  
Anonymous said...

I hate Vonage..I've had them for about two months and this morning the straw finally broke the camels back. After working with support for 2 hours with my routers, switches and phone lines, I got an idea, I said, let me switch to instant voice mail and see what happens...sure enough, no voice mail, no call forwarding, no nothing...All of the problems are on their end and I just spent two hours trying to diagnos the problem in my office. I canceling this week and will tell everyone I know that VONAGE SUCKS.

1:10 PMlink  
Anonymous said...

My business partner moved away for a few months, and thought it would be a good idea to get Vonage so we can talk anytime on the phone for free. Big mistake! First he had lots of problems with his hardware, now when we talk, the reception is horrible, and we often get cutoff. vonage should spend less money on their commercials and more money on perfecting their product. Thanks for ripping people off Vonage!

10:19 AMlink  
Anonymous said...

I hate Vonage with a fiery passion. CAN SOMEBODY PLEASE SUE THEM FOR FALSE/MISLEADING ADVERTISING, AND DECEPTIVE BUSINESS PRACTICES???????

3:05 PMlink  
Anonymous said...

yes, they really really sucks. haven't received my money back even i ship item back for them month ago.

4:39 AMlink  
Anonymous said...

Here Here - I could not agree anymore. Incompetent customer and tech service reps., a defective router, and a poor service in general. After well over three hours of calls to customer and tech service the service 'worked.' Even with the lowest bandwith all of my calls were choppy. When I spoke to the tech service rep he blamed the problem on my ISP. The only bright spot was speaking to an American customer serive rep informing him that I was canceling my service. The customer service rep was great. He explained what I had to do inorder to keep my number. I guess he has plenty of practice.

When I switched back to Bell South I was surprized that we were going to pay me to come back with a VISA debit card for $25.00. Bell South waived a number of fees for added benefits like Identa-Ring. Bit more importatnly the cistomer service was great. I also know that I may be paying more for my service the service will be reliable.

Thinking about switiching to Vonage. Do your self a favor and forget about it.

9:05 AMlink  
Anonymous said...

I tried Vonage for about a month, taking my land line no. over to them. Ring tones and reception was variable. Lots of dropped calls and rings with nobody there. Then I discovered nobody from my prior carrier, Cavalier, could call me. They just heard ringtones but no connection. I tried from one of their phones with my wife standing by, sure enough. Four calls each to Cavalier and Vonage, each blamed the other. Vonage saying Cavalier hadn't released the number or completely switched it over, Cavalier saying Vonage had not ported the no. properly. Grrrr. I had to go back to Cavalier, and am trying their voIP service. Recommendation - stay with your own carrier and don't get caught up in the warring tactics between them. Most phone providers are getting smart and now offer phones over high-speed cable as well as traditional land lines.

11:18 AMlink  
Anonymous said...

Don't Worry,

They are imploding from the inside out, the board is totally out of control.

Verizon will put them away with their offering that'll combine IP/VOIP/TV in one
package.

7:53 PMlink  
Anonymous said...

i decided to gt this "thing" due to the fact hat i'd be paying like 15 less a month on my bill....GOOD LUCK TRYING TO GET AN AMERICAN TO HELP YOU, THEIR PHONE LINES SUK, THEIR CUSTOMER SERVICE PEOPLE SUK, IM GONNA STIK WITH THEM JUST BECAUSE...BUT I WOULD NOT RECOMMEND THEM, ALSO, BUY THE ROUTER AT EITHER BEST BUY OR SOMPLACE, RELLAY

2:13 PMlink  
Anonymous said...

VONAGE IS A PIECE OF SHIT SERVICE..ASSHOLES CANCCLED MY PHONE NUMBER AND GAVE ME A NEW ONE..SAID I CANT GO BACK TO MY OLD ONE..FUCK YOU VONAGE!!!!!!

4:01 PMlink  
CHRIS NYC said...

VONAGE SUCKS!!!, THEIR CUSTOMER SERVICE SUCKS, YOU CANT UNDERSTAND THEIR ACCENTS. I SPENT 2 HOURS TRYING TO SETUP THE SERVICE ONLY TO BE TOLD THAT "VONAGE DOSENT WORK WITH AOL CABLE MODEM SERVICE .THE REP TOLD ME IN BROKEN ENGLISH THAT I COULD SWITCH TO ANOTHER ISP." THE SALES REP KNEW I HAD AOL BUT STILL SIGNED US UP FOR THEIR SERVICE. MY LAND LINE WAS ALREADY CANCELED. NOW WE ARE UP THE CREAK.I AM GETTING TIRED OF PEOPLE LYING TO US AND COMPANIES STEALING. CUSTOMER SERVICE HAS DEGRADED IN AMERICA IN THE LAST FEW YEARS AND IS ONLY GOING TO GET WORSE. I AM GOING TO FILE A COMPLAINT WITH THE FCC,FTC, POSTAL INSPECTOR AND THE ATTORNY GENERAL IN MY HOME STATE .!!!!!!!!!

9:07 PMlink  
Anonymous said...

So I gota ask. How many of the complainers have active anti-virus and anti-spyware runnung? How many of you have checked your bandwidth at say testmy.net? How many would rather complain instead of being proactive and verify status of your PC and bandwidth. Over the years I find winers and complainers do NOT do what is required just to own a PC let alone routers and phone adapters. For instance why bother secure a wireless router. They would rather blame the company instaed of theur laztness.

6:55 AMlink  
Anonymous said...

I agree - VONAGE SUCKS. I have wasted 3 days straight - hours on end trying to speak to someone to cancel my service. I have been hung up on -lied to! PLEASE HELP!

8:28 PMlink  
Anonymous said...

Vonage is a joke!! I'ts as hard as hell to try and reach someone to answer a question. We tried to cancel and they said we had to wait 8 days to get our phone service switched back to Qwest.

1:33 PMlink  
Dan Marin said...

Vonage will have an IPO (Initial Public Offering) for there stock soon. I was going to sign up but at the last minute I decided not to sign the letter of authorisation. Sixteen calls later and three charges to my charge card I am still on "hold" as I type this. This company is a scam to defraud stockholders and make a few people rich. I hope the proper authorities are watching this IPO and all the principles involved. We don't need another ENRON. Elliot Spitzer where are you?

8:59 PMlink  
Anonymous said...

I am a former employee and you are all so right. They even treat the employees in the same manner, riding every fine line they can and crossing the line as well. As a Former employee stay far away from vonage I am positive you will not see much good come from vonage in the upcoming months. My only feelings are for those that have ported their numbers.

2:33 PMlink  
Anonymous said...

Just to recap for those who think "Oh just a disgruntled employee" Heed my warning. I am not disgruntled I am appauled at their buisiness ethics. This is not just a new company, do not excuse their behaviors for that. They have a mind set and mentality like no other company that I have seen. What it boils down to is someone (you should all know who that is) is going to rake in alot of dough when all is said and done. It will be done at the expense of many folks. Vonage I will give about a year before it is scooped up and someone has run off with your money. This someone is not a very nice person who only cares about what's in it for him at any expense. Do your research very well and you begin to see what Vonage really is and what is going on. Investors you have got to be off your rocker investing unless you have an close inside deal and that would put you right in the seat with you know who. I dare anyone to challenge what I say, see you in the scruff because unless your down whith it that's where you'll end up.

2:48 PMlink  
Brainy Blonde said...

Oh I got you ALL beat! I had vonage for two years and BOY did they suck! the quality of the call (or lack thereof) the customer service (or lack thereof yet again) so I ported my number over to Verizon last year. Problem is the stupid monkey losers over at Vonage stilll kept my number and gave it out to someone else about 10 days ago. So this guy has MY number at the same time *I* do and it's not even Vonage's number to give out! This guy answers all my calls and hears all my voicemails. It's insane. I am calling corporate tomorrow and thinking of suing the crap out of them.

10:14 PMlink  
Jong Woo Lee said...

After I placed my order with Vonage, the representative took my email address and informed me that Vonage would send me an email regarding my order. I had my equipment overnighted, but did not receive it the next day, so I spent time on the phone again (excruciating may I add). This next phone call (of MANY), I informed the rep. that I had not received the email, nor the equipment. I therefore verified my email address with them at this point to make sure they had the correct email address, which they did. [I could write pages on my conversations with them and how incompetent they are], but I will skip to the following:

I called in today because I could not log-in to my Vonage account. My login or email address was being reported as invalid, so I asked the rep exactly WHERE they were sending the reset password. Today they had the WRONG email address. So now, some other person has had access to my account. I told the rep that they are going to stay on the phone until I receive this email. She stayed on for about 2-3 minutes, then hung up on me. Guess what, I still do NOT have the email, and it's been 20 minutes. What kind of email takes 20 minutes?
(If this sounds aggravating, I have left out many, MANY details of how many times they asked the same question, why they STILL have the WRONG billing address for me - which I have changed 2-3 times on previous calls already, and many other irritating tidbits about how incompetent their customer service actually is).

9:09 PMlink  
Missy said...

When I entered "vonage sucks" in the search field I never dreamed anything would come up, but it did!! I hate that phone company so much. Let me tell you that if I get a charge for $40 for canceling that sucky service, I'm gonna go off.

10:09 AMlink  
Anonymous said...

I just went through the same thing. See this thread over on anandtech that I started:

http://forums.anandtech.com/messageview.aspx?catid=38&threadid=1810359&STARTPAGE=1

8:08 PMlink  
Anonymous said...

I just took a shit on my Vonage router because I hate them so much. Been waiting now for 57 minutes to get customer service.

11:27 PMlink  
Anonymous said...

Vonage sucks ass. After calling them 5 times in 2 days, being on hold for a total of 112 mins I have finally gotten rid of them. I have never had such bad customer service. After I told them that I wanted to disco my service, the call dropped. Hmmm One time it could happen, but 4 times??? Screw them.

12:41 PMlink  
I Hate you Vonass! said...

Vonage has been nothing but a nightmare since I signed up with them over 2 months ago. They are unable to transfer my phone number and after making near 20 calls to them and my current phone provider I have finally decided to give up! I spent 3 hours trying to cancel my service tonight, most of that time being on hold. When I finally got ahold of someone and told them I wanted to cancel my service they hung up on me! Another call later someone said I would need to talk to a supervisor so they transferred me to a "supervisor" who had to keep asking someone else questions. When I told him I wanted to speak with the person he was asking the questions to he hung up on me. Another phone call later they told me I would need to call the billing department, so I did - they said they would not refund my money, laughed at me and were complete idiots! I HATE VONAGE! I HATE VONAGE! I HATE VONAGE! I have since called one of the big whigs in the company. I found the number on the bbb site. Vonage has had over 500 complaints in the past 36 months! What kind of company is this???? Vonage is a SCAM!!!!

8:10 PMlink  
Erick K Loss said...

I am a systems integrator. I work with data, phone, TV and security systems everyday. I set up systems for colleges and hotels. I tried Vonage for our new office phone system. I could not get it to ring through consistantly. Calls were not completed, some were droped. For one week I had no phones at all. Customers would write e-mail or call my cell phone to ask if we were still in business. They would get messages saying that my number was disconnected or that it was not valid.

I spent over 11 hours on-line or on hold trying to get help. Most of it on hold. When I called to cancel service I told them that I needed to keep the number and it would take a few days for the phone company to coonnect me again. They cut me off right then. I had no phone service. Qwest could not reconnect me with that number unless it was active. I had to spend 3 hours trying to get Vonage to activate the number again. Then they gave me a temporary number for 3 days, which no one knew to call, before I got my old number and same crappy service back. When I was finally connected to a land line again they gave me a $12.50 credit for my troubles.

Vonage should be put out of business. They ruined mine for almost a month. They have a cruddy prouduct, lousy service and tech support and terrible business practices.

If you have to choose between two cans and a string and Vonage. Take the cans and string. You'll be happier with the service.

7:33 PMlink  
Anonymous said...

Found your page after searching for "vonage sucks".

My saga with Vonage began in late Dec 2005 (today is mid-March 2006). Their web site told me that my phone number was portable to their service (this was very important), so I decided to give them a try. After 30+ days of waiting for my phone # to transfer (and multiple phone calls to their cust service line), I received an email stating that, lo and behold, my number could not be ported. This was a deal breaker.

I called 866-VONAGE-HELP and after 15 minutes of hold time, finally talked to a rep and explained my problem. He said that the web site should not have stated that my number was portable ("it must have been a technical glitch"), and he agreed to refund my initial cost as well as the $40 cancellation fee.

Here it is over a month later, and no refund. I spent over an hour on the phone today, being transferred between India and the US. I was actually lied to by an Indian rep, who said I had already been refunded weeks ago (nothing on my credit card statement!). I finally got through to rep in Billing who agreed to refund me the $100+.

STAY AWAY! BAD VONAGE! BAAADDD! :-)

My god, but they suck...

4:59 PMlink  
Anonymous said...

SIMPLY PUT......THIS COMPANY IS WHAT IS WRONG WITH AMERICA TODAY!!!! Vonage sucks big time. It was a nightmare from the start. My phone did not work for 2 months. I lost my phone number that I have had for 10 years. I sent the unit back the day I received it and tried to keep my old phone number on, and got nowhere with them. I never got my "Money back guaranty". They claim they never got the modem back, and they lie. Worse of all incompetent personnel, and SHAME ON THEM FOR OUTSOURCING TO INDIA, although their New Jersey Headquarter reps are not much better. HORRIBLE EXPERIENCE AND I WAS RIPPED OFF. They lie, they suck AND SHAME ON THEM

11:02 AMlink  
Anonymous said...

put it together....

former ceo should be in jail, for ripping off investors and will do the same shortly with this ipo horseshit. he couldn't float it on his own dough plus 1mil subscriptions!

then they hired a tyco clown to put on the company face. total morons.

7:07 PMlink  
Anonymous said...

Thank you for doing your country a great favor. After wasting the better part of a week dealing with these Vonage clowns, I'm venting here, telling my credit card company to block any future Vonage charges, and referring any future correspondence from Vonage to my attorney. If I have to pay an attorney a few thousand dollars to dispute a $27 monthly fee (after cancelling my service) and a $40 "termination" fee from Vonage (the final indignity), it will be money well spent. Hell will freeze over before another penny of my money goes from my pocket to theirs. I'd rather line the pocket of a lawyer . . . quite a statement given the reputation of lawyers . . .

9:29 PMlink  
Anonymous said...

Hello everybody

We have now been waiting now for almost 2 months for our number to transfer with Vonage. They are a horrible company to deal with, no returned phone calls or emails, and every time we called they would string us along and tell us that the number transfer would happen soon. Now, 2 months later, they are telling us that they cant transfer out number. They wont even give our money back for the special vonage portable phones that we purchased. Somebody should email this web page to Vonage and see what they have to say for themselves. The local phone company isnt much better so we dont have many choices here. (calgary, Alberta). This is the worst customer service we have ever had, and being in the service industry myself, this is truly unacceptable. If they do not transfer our number, and do not refund for the phone system, they will find themselves in court over something that could have so easily been prevented, had somebody in that company stepped up and did thier job properly or just would have been straight up with us from the start about the number transfer. BOYCOTT VONAGE!!!!!

11:22 PMlink  
Anonymous said...

Don't just gripe - get your money back. Vonage's contract is illegal. It was set up in New Jersey so that anyone who complains has to travel to NJ and go into arbitration on trying to get ther money back. However, if you happen to be from California, you have more protection of your rights than the rest of us. You can file suit against Vonage as a class representative and help us get our money back from these guys. Go to http://www.fazmiclaw.com/vonage.html and sink some teeth into Vonage.

3:00 AMlink  
Anonymous said...

Vonage sucks, they charged me a 39.99 fee + tax to get ride of their service, however it took them 4 calls, 3 months and many hours to get them to do it. They charged my cc for 3 months after I called the 1st time. I signed up for a month to month deal. How can I get charged a disconnect fee if I cancel before 12 months. Thats called a 12 month contact, I didn't sign one of those. I think there needs to be a law sue for misleading advertising!!!

6:57 PMlink  
ToddS said...

I am amazed to see this blog. If only I had read this before I got involved with Vonage. After reading through the comments I see that I am not alone. Vonage does suck amd I have had the same horrible Customer Service that is written within. The story is pretty much the same as the others, great customer service at sign up but you are on your own and at a hefty price. They wouldn't even take the VOIP router back and charged me $121 to cancel and keep it. How can they operate like this. The Feds should look at this.

10:09 PMlink  
Anonymous said...

They belong in hell

11:39 PMlink  
Anonymous said...

I ordered vonage on February 3, 2006 and 3 days later I cancelled because I found a website about the complaints against vonage. I called and spoke to several people after having to hang-up from sitting on hold so long. I finally spoke to someone in accounts department and he wanted to know why I was cancelling and then stated a whole bunch of bs. Since I had not received the equipment yet i told him that I would be refusing it from the post office, which I did. It came the next day. Now I received a monthly charge on March 7, 2006 for $27+ for a service I never had. I was on the phone from 6p-8p cst. I continued to hang up after 40 minutes of holding and call back in hopes of getting someone competent. They either did not speak good english or they spoke english but were very rude. Then I had to speak to another department but of course they were not in. No more calls for me. Come Monday morning I will be changing my bank account. My bank stated they will send the amount they charged me back. These people are criminals and I know hell will be waiting for them with open arms. Those "f"king bastards.

11:52 PMlink  
Anonymous said...

I am also a victim of Vonage. On Feb 22, I called in to order Vonage service. The sales rep stated that my first month is free, and she'd also waive the activation fee for a home line and fax. Fantastic! She also stated that my monthly service charge begins as soon as I set up the equipment.

Unfortunately, the equipment never came. I called and called, trying to track down the package. They send it through DHL which has a "partnership" with USPS. Meaning if your package gets lost, and you call DHL, and DHL has already handed it off to the USPS, nobody knows where it is, including DHL and USPS. Ugh.

What's worse is, the customer service of Vonage is lacking greatly. Very long hold times, wait times to get to a live person, disconnections, rude reps, hangups, etc etc. I should have checked out CS first before ordering.

Now it's March 22 and I'm told that if I don't cancel today, I will be charged $40 termination fee when I haven't even received the equipment yet!! I've also been charged monthly service fees when I haven't even received any equipment!

Upon asking the reps, I've learned that the sales rep lied to me. Your "FREE 30 DAY TRIAL" begins the day you order Vonage service, NOT when you receive the equipment and start using it.

Thus, if you order it today, and your overnight charged order happens to arrive 4 weeks later, your 30 day trial and first month free is already over. HAH! Oh, and if you want to cancel at that point? .. You'll also have to pay the termination fee.

I figured all this out after 14 customer service (CS) calls, 24 different CS reps, 10 transfers, and hours upon hours of stress and frustration.

I should have researched first...

7:25 AMlink  
Anonymous said...

CEO=FORMERCROOK
CIO=TOTALMORON
XCEO=$CEO && $CIO
IPO=MORETEATFORCORPORATEPINHEADS

7:26 PMlink  
Anonymous said...

Thoughts on The IPO

Why would anyone give these goons more money when they pissed away some much of the old man's money already and still show no profit. Cable providers will block VOIP traffic and there is nothing that they can do about it. It used to be easier when Micheal Powell was head of the FCC, he was easy to convince $$.

9:07 AMlink  
Anonymous said...

fuck vonage!!!!!! their customer service personnel from india are incompetent and I am Indian!

i cancelled and they are charging me 40$ fuck that.. i am disputing the charges!

WE NEED A CLASS ACTION LAWSUIT AGAINST THIS COMPANY!

10:51 PMlink  
Anonymous said...

Here I was thinking I was an isolated case. These goons charged my card for the same transaction twice !! I have failed to get someone in accounts to refund my money. Thank God I have international calling with them because I am running up my bill and will change accounts at the end of this month.

11:22 PMlink  
Anonymous said...

I've got to agree. We tried vonage at home and it seemed to work fine for a while. Then we added 2 additional lines for a home based business - huge mistake!!!!

We experienced phone line drops in the middle of calls continuosly. We could hear the speaker, but they suddenly could no longer hear us. After hours on hold for tech support (ha!) we got the 1st tier guy in india telling us to unplug the router (arrgghhh!!!). I poured over tech notes online to try to solve the problem to no avail.

YOU MAY WANT TO KNOW THAT WHEN YOU CANCEL AN ACCOUNT YOU PAY ANOTHER $42.00 TERMINATION FEE FOR EACH LINE YOU CANCEL!!!!

This is the worst possible customer support company I have ever encountered in 25 years business. They will not admit error or take responsibility for any problems. Apparently they are having so much success from the hype and potential about VOIP they don't give a sh_t about their customers.

10:38 AMlink  
Anonymous said...

I wish I could believe all these comments were from tradition phone companies trying to foster bad press, but there's just too many correct details, I'm convinced most of these posts are true. Here's mine.

I've been with Vonage for about 5 years. I'm a techie, so the occasional hisses, pops, outages and such were something I lived with thinking that's the price you pay for edge tech. That's still pretty much my thinking.

BUT... here are my problems... I am from new york, and disconnected my 212 area code traditional phone line with the thought that even if 212 numbers were limited at Vonage, if I waited out the year, I'd eventually get one (I signed up for their bogus number available notification list). People, this was FIVE YEARS AGO! I spent at least 2 hours a year trying to get a 212 number. All promises no help.

Today, on an experiment, I called up a competing VOIP company, and guess what? The guy said they literally have hundreds of 212 numbers available and asked me if I preferred any particular number set. ??????!!!!

That's not all. The main reason I started looking elsewhere is because Vonage has been lying for about a year that they would enable anonymous call rejection. This is a BASIC FUNCTION of a normal phone. Vonage still doesn't offer it. Of course, the competing company I went to has it, and it's highly configurable.

Lastly, I'm also pissed about the idea that you have to pay them to cancel. That feels like the makings of a class action lawsuit of some sort. Even with the cable tv companies, if you tell them you are willing to bring the cable box to their office to cancel, they don't charge you. But for this tiny, cheap router box, I'm supposed to pay $40 upon cancellation?? That alone enrages me.

One more thing. Customer service. I realize Vonage is not alone in outsource customer service calls to India, but come on, Vonage is still a relatively new/small company in which customer service is really important. When I call Vonage and get India phone reps who just read from a script (has anyone seen The IT Crowd? It's just like that, but they are serious). You have to raise holy hell to get "a supervisor" which is really just bullcrap-speak for "someone back in the U.S./Canada who might actually be able to help you beyond reading a script". Please note, I have nothing against the India workers, rock on, but as a customer, the customer service sucks, and a fine point is put on it that they are outsourcing. Also I should say that several times, I've talked to rather agressive Vonage phone reps in the US/Canada.

I'm pretty much over VOIP. If this new company doesn't work out, I'll just go completely cell phone and deal with that.

Sorry to beat a dead horse, but yes, Vonage F-cking Sucks!

8:41 PMlink  
Anonymous said...

p.s.
(from the 5 years at Vonage guy)
the irony is that many times when calling customer service, I had to end the call because the customer service rep couldn't hear me. The f-cking phone connection was too crappy! ha!

(don't know why I'm laughing, the joke was on 'me' until I cancelled)

8:51 PMlink  
Anonymous said...

Absoulte BULLSHIT. I've called CS three times to cancel one of my phone lines, I have two. I've sent two em's asking for a follow up and they keep writing back that they can't cancel my line with an email. I reply everytime that I've talked to three people so it's not really a request just a follow up em. I HATE THEM. I'm switching to another servive. The beauty of this whole thing is that I paid my bills with AMX and I have docs of the calls and em. My blessing is I won't have to pay past this month if they can't get their shit together. Plus I wrote in several em 's that they are not to charge me the cancelation fee because THEY SUCK SUCK SUCK and I won't pay it. -Annette Wood /Richmond, VA.

10:31 PMlink  
Anonymous said...

If ever there was a company that needed trashing it is these piles of sh*t. Im so glad to have found this web page to vent my frustration! This company could win an academy award for horror movies. First off they employ 3rd world people who have no clue how to speak english I had no less than 3 people try to understand a simple order they registered my address as white cloud lane after I spoke and spelt out wycliffe ave. After hooking up my router and having a dial tone without capabilites to make phone calls all it took to blow out my router was an incompetent person over the phone 6000 miles away who was reading from the wrong manual! After a 5 hour I am not kidding 5 hours on my cell phone I recieved an email stating my phone service 911 was activated fine except they activated it for a line in Alabama I am in California!!!! Run do not walk from these creeps and please tell as many people as you can to do the same!

11:06 PMlink  
Anonymous said...

I scanned all the comments and they are all true. As of April 1, 2006, Vonage is just as bad, if not worse than the comments noted in 2004. I wish I never had signed on with Vonage. I wish I would have done some research.

4:05 AMlink  
Anonymous said...

Cancelled our account march 13th. Billed for another month on march 22nd. Phoned Vonage (we all know what THAT is like) and told that the account was never cancelled. I would have to pay 50.00 to have account cancelled. They were quick to take that off my visa but still havent credited the overpayment. Oh yeah they also offered a free month if you sign up a friend. Forget it, you'll never see it.

2:06 PMlink  
Anonymous said...

Scott From South Florida...

Sorry all you guys have had such a bad time with Vonage. I've been using them for almost two years now, and have not had one issue with them. I have even moved from Boston (where I signed up) to south Florida with no issues. During that move, I just had all calls forwarded to my cell phone.

I hated my telco back in Boston and I remember how bad BellSouth was in my college days at UF in Gainesville. The thought of paying under $30/mo for local and long distance was good enough for me to try the service.

My only gripe is that they haven't added features like distinct ringtones for multiple lines like Sunrocket offers. For $27.24/mo, the quality has been every bit as good as I have had by paying $60+/mo using NYNEX/Verizon/Bellsouth.

Hopefully there will be a VOIP company that will get you all to try this out again.

2:23 AMlink  
Anonymous said...

I consider myself to be a very reasonable person, but Vonage drove me to cursing and screaming like a lunatic.

I purchased a phone adapter locally on November 17, 2005. About 50% of my calls would go through so technical support advised me to get a new adapter, which I did. (Of course, I went through many problems getting to that point.) I called back after installing the new adapter and once I finally reached a person I said, "I just installed a new adapter as instructed and I need you to register my new MAC address." After 15 more minutes of following his problem-determination script, the Vonage guy exclaimed, "UH, you switched your adapter!!! Of course it's not going to work."

The new adapter provided no relief, so I tried to cancel service. I 'll skip the ugly details, but service was finally cut off on February 27th.

In the meantime, I am still getting the run-around on a rebate for the phone adapter. As it stands, Vonage instists that service was cut off on January 25th. It is true I talked to them on that day and tried to have service disconnected. But here's the kicker, they are refusing to give me my rebate because I needed service for 60 days. You know... November 17th until January 25th is just over 30 days!!! Good Grief. I explained that this period was longer than 60 days and the Vonage dude said, "everyone makes mistakes, you need to learn how to admit your's."

This is just a SMALL sample of the reasons that VONAGE SUCKS. I could give more examples but the 20+ hours I've spent on the phone with them would take too long to cover.

The part about this that cracks me up is that I am a network architect and only tried Vonage because I had two mid-size companies asking me to help them install VoIP along with their data network and they were insisting on using Vonage. I just had to try them before I allowed my clients to use their service.

1:56 PMlink  
Anonymous said...

I just went through their horriable service myself. I tried to get my number ported to Vonage. After 30 calls to customer support and everytime them telling me they will get back to me in 24 - 48 hours I finally sent an e-mail to the ceo and his secretary. They will forward it to the 'Executive Response Team' and my problem was solved within a day. Contacts:

Executive Response Team
1-888-580-4020
Monday-Friday
9:00 AM - 5:30 PM EST

jeffrey.citron@vonage.com - CEO
paula.pangilinan@vonage.com - CEO's Exec. Secretary

9:39 AMlink  
jeff said...

I started my Vonage service on 4/10/05. Account # 1002804216

I called Vonage on 3/21/05 to cancel my service. After sitting on the telephone for 45+ minutes, the rep on the other side told me that if I cancelled at that time, I would incur a cancellation charge of $39.95. I asked if she could trigger their system to cancel my Vonage account on the 1 year anniversary date. She said "No". She told me I needed to call back on 4/11/06/

So, I called the morning of 4/11/06 and spoke with Emmanuelle. He said that I needed to call back tomorrow (4/12/06) so that the late charge would not occur. I asked him if he was positive that this information was correct and he confirmed. I explained to him about my prior phone call and that I did not want to be charged the cancellation fee or for the upcoming month. He said that it would not be a problem.

Meanwhile, it turns out that we were billed on the EARLY morning of 4/11 before we woke up ... before I made this second call to cancel.

So, I called again on 4/12/06 and spoke with Harold. He said that I was billed for the current month (through 05/10/06) and that he could not reverse the charges. He said that Emmanuelle probably didn't understand how to cancel the account on that day correctly but it didn't matter because once we've been billed, they cannot reverse the charges.

So, I asked if Harold if I cancelled 1 second BEFORE my 1 year anniversary, would I be charged the cancellation fee? He said Yes. I asked if Harold if I cancelled 1 second AFTER my 1 year anniversary, would I be charged the Monthly fee? He said Yes.

All three representatives were robotic in their responses to me. None of them would escalate the call to a supervisor or their boss. All three talked in circles as if they were reading out of a guide.

I figure if they can take $15 from one million people, that's $15,000,000 added to their bottom line without much effort.

Jeff Jost
West Hills, CA

2:24 PMlink  
Anonymous said...

I just went through the most horriable service ever. I tried to get my number ported to Vonage. After 30 calls to customer support and everytime them telling me they will get back to me in 24 - 48 hours I finally sent an e-mail to the ceo and his secretary. They will forward it to the 'Executive Response Team' and my problem was solved within a day. Contacts:

Executive Response Team
1-888-580-4020
Monday-Friday
9:00 AM - 5:30 PM EST

jeffrey.citron@vonage.com - CEO
paula.pangilinan@vonage.com - CEO's Exec. Secretary

11:14 PMlink  
Anonymous said...

I want to thank the person who posted the last item. I was absolutely afraid to try and cancel my service, because of my own experience with their so-called customer service. It wasn't until I saw this posting that I made the call and they actually stopped the service immediately! Amazing!! Of course, I won't know until next month if they actually stop charging my credit card. I did tell them that there would be no end to what I would do if they continue to charge my card. We'll see what happens.

Vonage really is the worst!!

1:51 PMlink  
Anonymous said...

Please visit www.wehatevonage.com and post your story.

12:33 PMlink  
Anonymous said...

Vonage would like us to think they are changing the face of telephone companies. They would like us to believe that "vonage" is the new customer friendly, low cost, stick it to the "big guys", get a low rate and live happily ever after company. If we dig deeper.... how did vonage build its network? Oh wait, what network? they simply use the network already built by telephone and catv companies. Vonage's only angles are their low rates and their customer service. Ha, what customer service? I waited on hold for over thirty minutes for a simple billing question before finally deciding to cancel. And when i tried to cancel it cost me almost another hour plus the cancellation fee. Vonage is a pirate stealing from the poor and the rich. Where do they redistribute the wealth? TO THEMSELVES. Trace them out...follow their roots....seriously reasearch Vonage....did they come out of nowwhere? I don't think so. I was almost surprised when I found out. I will not make the same mistake agian.

4:22 AMlink  
Anonymous said...

This is the biggest Scam on the internet this commpany blows and sucks at the same time. Them make a lot of claims they can't back up. "Shure we can transfer your current number" 7 weeks later and I'm on hold with a company moron that knows less about the phones service then a five year old kid.

Vonage in swahilly means Sucker!!.

9:29 PMlink  
Anonymous said...

Not Always the Company's fault.
Some people have spyware on their PC and refuse to acknowledge it. Viruses and spyware can use up resources on the network, and yes one PC commected to the modem is a network on the internet. Try disconnecting the PC from the network and if your phone call is clear, then it yopur fault. Other people get a wireless router and plugg it in with out securing it. Treaying it like an appliance. It is not your toaster oven, refrigerator, nor microwave. It is computer equipment. All computer equipment requires YOU to LERAN about it maintain it and manage it. If YOU choose NOT to do any of those it is your fault. IF 30 people are using your wireless router for internet you did not do the right thing. Too mant people buy these things and do not even learn what they actually do, Do you buy a car without looking at it's options? Do you sign legal documents without reading them? apparently many do. The number xfer process is called LNP, Local Number Portability, or transferring your number. As I have done this before the LOA, Letter of Authorization does ask if you have DSL service and if so you can not xfer thre number because it will disconnect the internet service. When the LOA returns with and error that you can not xfer the number because of DSL, many people go back and answer no to that question. WHY would YOU do such a stupid thing. You have been told NO and you chose to do it any. Is not that the behavior of a child not an adult. READ the pages when you sign up! Sign up yourself and not let the CC agent do it for you, it is the same process and you won't mis-spell anything. To be an adult is to be responsible.

2:16 AMlink  
Anonymous said...

Not Always the Company's fault.
Some people have spyware on their PC and refuse to acknowledge it. Viruses and spyware can use up resources on the network, and yes one PC commected to the modem is a network on the internet. Try disconnecting the PC from the network and if your phone call is clear, then it yopur fault. Other people get a wireless router and plugg it in with out securing it. Treaying it like an appliance. It is not your toaster oven, refrigerator, nor microwave. It is computer equipment. All computer equipment requires YOU to LERAN about it maintain it and manage it. If YOU choose NOT to do any of those it is your fault. IF 30 people are using your wireless router for internet you did not do the right thing. Too mant people buy these things and do not even learn what they actually do, Do you buy a car without looking at it's options? Do you sign legal documents without reading them? apparently many do. The number xfer process is called LNP, Local Number Portability, or transferring your number. As I have done this before the LOA, Letter of Authorization does ask if you have DSL service and if so you can not xfer thre number because it will disconnect the internet service. When the LOA returns with and error that you can not xfer the number because of DSL, many people go back and answer no to that question. WHY would YOU do such a stupid thing. You have been told NO and you chose to do it any. Is not that the behavior of a child not an adult. READ the pages when you sign up! Sign up yourself and not let the CC agent do it for you, it is the same process and you won't mis-spell anything. To be an adult is to be responsible.

2:17 AMlink  
Tara Williams said...

Vongage sucks. Recently moved and have spent the last 2 weeks calling them to attempt to cancel their sucky service. Each time, told my hold time would be "25 minutes or more.." Each time I have called wait time has been over 25 minutes. They are only open during normal business hours, and I cannot spend the better part of my day sitting on hold on the phone. Vonage blows.

1:45 PMlink  
Anonymous said...

I'm trying to cancel vonage as we speak. They charged me for the first months time, which I could never use it cause my service never worked, talked to Tech Support for 3 hours, they couldn't get it to work, and would give excused on why it wasn't working, takes forever to get customer service on the phone to cancel the service, i had to ship back two of the modems which I had to pay for, and which they probalby won't even refund me! FUCK YOU VONAGE! I hope your company goes under!

1:14 PMlink  
Thomas Bang said...

I'm trying to cancel vonage as we speak. They charged me for the first months time, which I could never use it cause my service never worked, talked to Tech Support for 3 hours, they couldn't get it to work, and would give excused on why it wasn't working, takes forever to get customer service on the phone to cancel the service, i had to ship back two of the modems which I had to pay for, and which they probalby won't even refund me! FUCK YOU VONAGE! I hope your company goes under!

1:15 PMlink  
Cutiepie said...

I have just spent 2 hours trying to cancel Vonage. They will not let you do it unless you talk to an Account Rep but there is no way to get to one. I have talked to 2 people who were suppposed to be AR but turned out they were not. I aksed to talk with a supervisor and, guess what, I was cut off.

VONAGE SUCKS!!!!!

4:12 PMlink  
BC said...

It is real bad when the customer service phones from India break up and echo all the time while you are getting the run around. You have to call back multiple times to find someone who speaks English well enough to repeat your phone number well enough to understand it. But cancelling your account is costly as well as next to impossible.

I am currently trying to cancel. I cancelled it and then they disconnected it. They reconnected on the first day of the next billing cycle and charged me a new monthly fee. If you search the web, it is obvious that they are intentionally making it difficult to cancel(long wait times, pushy hard to understand salesman that are reluctant to cancel you, routinely losing the cancellation information, continuing to bill your credit card and charging illegal fees to cancel within the trial period). Stay away. I believe they will be out of business in short order and they are milking it for what they can get. They just sent me an email for an IPO(initial public offering of stock). Do not buy it! The whole company is a scam.

1:11 AMlink  
Anonymous said...

I subscribed to Vonage and received the bills, the equipment and the money back guarentee. What I didn't receive was the service. After three months (Yes I'm a fool!) I finally got in touch with their wonderful customer service and found out they cannot port my number after assuring me they could. I cancelled the service but was told I was passed the money back guarentee period and was not only not refunded my money, they had the screws to charge me a $140.00 early termination fee. THANK THE LORD FOR CREDIT CARD DISPUTES!!

8:51 AMlink  
Anonymous said...

5/16/2006
OMG... I wish I would've checked up on Vonage before signing up. I signed up for service on 4/14/2006. I received and activated the equipment on 4/20/2006. The quality sucked and I DO know how to configure routers, my pc, etc... I get 4.8Mbps down and 253kbps up... way more than enough for their service, which still sucked. Bottom line after waiting literally 93 minutes and being transferred twice, I talked to the fucking asshole "Anthony" who had the balls to tell me that my 30 day trial was up (BTW 30 days from when you sign up, NOT when you receive and configure the equipment), and sinced I cancelled that I would be charged $122.38 for disconnect fee and router even though I offered to send it back, in addition to the $30 I was charged on 5/14 for the next months service and the $45.84 I was initially charged to start it all. All in all, I'm being charged $200 for less than a month's service. Oh, and by the way, does anyone else find it funny that you can conveniently sign up online, but not CANCEL? A fucking 93 minute hold to get fucked over and try to cancel. I had to get a new credit card number and will have to dispute these final charges. I hope I win. Fucking VONAGE. DIE You thieving FUCKS.

10:10 PMlink  
Anonymous said...

vonage has the worst customer service i have ever dealt with. waiting 40 mins on the phone just to cancel the account via phone (they dont even have an option online to cance it and they call themselves the online revolution. whats even worst, they charged me $60 bucks for the rebate of the linksys router they sent and another $40 for disconnecting. WTF? screw vonage. i will never deal with these SOBs again. word of mouth will pass like fire and vonage will be out of business soon if they keep this shit up

7:03 PMlink  
Anonymous said...

Not Always the Company's fault.
Some people have spyware on their PC and refuse to acknowledge it. Viruses and spyware can use up resources on the network, and yes one PC commected to the modem is a network on the internet. Try disconnecting the PC from the network and if your phone call is clear, then it your fault. Other people get a wireless router and plugg it in with out securing it. Treating it like an appliance. It is not your toaster oven, refrigerator, nor microwave. It is computer equipment. All computer equipment requires YOU to LERAN about it maintain it and manage it. If YOU choose NOT to do any of those it is your fault. IF 30 people are using your wireless router for internet you did not do the right thing. Too mant people buy these things and do not even learn what they actually do, Do you buy a car without looking at it's options? Do you sign legal documents without reading them? apparently many do. The number xfer process is called LNP, Local Number Portability, or transferring your number. As I have done this before the LOA, Letter of Authorization does ask if you have DSL service and if so you can not xfer thre number because it will disconnect the internet service. When the LOA returns with and error that you can not xfer the number because of DSL, many people go back and answer no to that question. WHY would YOU do such a stupid thing. You have been told NO and you chose to do it any. Is not that the behavior of a child not an adult. READ the pages when you sign up! Sign up yourself and not let the CC agent do it for you, it is the same process and you won't mis-spell anything. To be an adult is to be responsible.

3:41 AMlink  
Anonymous said...

Here is a Joke "your ready?" they call themselves the online revolution. I spent the last 30 days on the phone with them everynight for more then an 2 hours, They lost my buisness number after they promissed they can Port it to my new location. Curently persuing a leagal settelment. Everyone has a right to there phone number for up to a year. these jerk-off's are in a fog have no clue where my number is "It's with our 3rd party carrier, called them never heard of it called my old caries Verizon they told me "Vonage has your number". YOu want to get Jerked off Call Vonage!!. You got to be nutz to switch from Verizon.

Here is the best part xcall this dirrect number 866-496-6359 and they will be able to take your call.... there IPO is coming out soon I hope this company goes belly up!! and all the suckers that will invst in it!!@...

Vonage sucked

10:17 PMlink  
Anonymous said...

Vonage customers are idiots. This comment board is ripe with infantile spelling and grammar. One poster said he called his "phone company" and they couldn't cancel his Vonage account. How stupid can you be?

Remember, folks: You're not supposed to BE the idiot in the Vonage commercial. Evidently, a lot of you saw an ad with someone doing something retarded and thought, "then know me so well!"

11:32 AMlink  
Anonymous said...

Vonage must be stopped!! They have lousy customer service. They are a new technology that doesn't work everywhere but if you try to get out of it when it doesn't work. YOu're in for a world of hurt. In my case, every time I tried to get on their web site to cancel, it was unavailable. I am very busy so I had brief windows of time to try it during the first 90 days of usage. The phoen was disconnected after the first 2 weeks. I finally got to the site. Made some calls and finally found the right #. I called it and waited on hold for 15 minutes. Once on, I found out that I would be billed for another month plus a $40.00 cancellation charge. What a ripoff!!! Don't buy VONAGE!!!!!

4:01 PMlink  
Kevin said...

WOW! You sound as stupid on the computer as you do on the phone.READ YOUR TERMS OF SERVICE!!!!!!!EVERYTHING IS IN THERE!!!!There is also a time period where you can get your money back.Most of you are idiots and need fucking instructions to turn on your computers...10 years from now when your all the only one's with landlines and copycat Vonabies I will still be having clear conversations and nice paychecks..Oh yea my favorite line from you people is "they never told me" "that i was never informed"..oh yeah "I NEVER SIGNED A CONTRACT"!!hahahahahahahahaha I laugh at all of you idiots.Agree to the terms of service and it is as good as any contract.People haved tryed to sue never any winners.Just losers like the people on this site!!!!!

8:24 PMlink  
todd falkowsky said...

Is Vonage any good? Not a chance, Vonage blows!

The customer service is useless and the overall product is brutal in so many real world ways.

I had trouble from the beginning, it took two months to get my original number, which meant that my business basically shut down. I called and email the customer service constantly and this proved to be so frustrating that it made my head explode!

I am now spending the same as i was with my previous carrier and a dirty little secret Vonage side has emerged. I cannot make any 1-800 calls (everything from a pizza to booking a flight is is not possible) in Canada. When i make a call into any phone tree, they read my number as coming from the USA. This means that i cannot send a package with Fedex or anything else for that matter.

The only thing that works is making a regular phone call, which these days is rare with so many answering machines and other features.

I am cancelling my service and going back to my old carrier who has been agressively trying to get me bakc and has offered me the same features and rates as vonage.

FUCK VONAGE!

Todd in Canada

10:44 PMlink  
Anonymous said...

Although I started out bullish on Vonage I have now joined the ranks of indivduals who are dissatisfied with Vonage's service and apparently devious methods. First let me state that I am proficient in the use of information technology and formerly ran an information services organization of over 130 personnel. Initially, I sought out and called Vonage to receive their free first month offer. The person I spoke with seemed competent and led me through a series of questions and expectations. My main concern was keeping my existing telephone number. The sales person indicated that the number would be transferred within 20 days. I accepted the free service and after receiving the equipment I immediately set up the phone and temporary telephone number without any problem. During the next few days I received emails about the 911 service and a welcome from Jeffrey Citron. After 29 days I attempted to check on the status of my telephone number transfer on the Vonage web site to no avail. I was unable to find the link to the status as indicated in the help section of the web site. I then called the help desk and after speaking with the operator she informed me that there was no record of a transfer in process and I needed to sign a Letter of Agency. She indicated that the letter should have been sent to me via email. I keep all my business email and after checking I assured the operator that no such Letter of Agency was sent to me. I was then transferred to Customer Care after a wait of 40 minutes. While waiting I had occasion to find buried in the help section a telephone entry section that allowed me to check if my phone number was transferrable. To my surprise I learned that the number could not be transferred. I am sure that the salesperson who took my initial order has access to the same facility and could have informed me immediately that my number was not transferrable. Once I learned of this deception I informed the Customer Care operator of my intentions to cancel. He informed me that they could not accomodate my wishes and I would have to call Account Management the following day. Luckily, (at least for now) I spoke with a seemingly empathetic service representative who, after hearing my story, assured me that my account would be credited and termination would be effective immediately.
I can only make the following observations based upon my experience. 1. The Vonage setup was easy and it worked. 2. There is apparent pressure to promote sales even through the omission of information or deception. 3. All client issues should be resolved through one point of contact not three separate help desks. 4. The Vonage web site needs some work. It does not reflect help screen shots with main screen depictions. It is difficult if not impossible to send an email through the "Contact Us" section. 5. Although Vonage's VOIP offering is the wave of the future they will fail due to lack of client concerns and propensity to deceive. The cable companies will soon be providing VOIP as part of their overall TV/Internet package and Vonage will lose their economic moat necessary to sustain their position. The only recourse they have to is to provide high quality customer service and maintain competitive pricing.

11:11 AMlink  
Anonymous said...

i echo the same "vonage sucks" comments.

i have never been jerked or bent over so badly by a company.

f-ed in cali

8:15 PMlink  
Anonymous said...

I just got raped by Vonage. After two months of intermittent service I decided to cancel. Well there is a 40 dollar disconnect fee, and on top of that there is a 69 dollar rebate return fee on their piece of shit modem if it is under 4 months. So to cancel this service it is going to cost me 109 dollars.

These people are crooks. Do not get Vonage. Everything from the call centers in india, to the shit service, being on hold for 30 minutes (not joking), it was all horrible. Hopefully they will not charge me even after I cancelled. I've heard that they will continue to charge you sometimes even after you cancel.

11:07 AMlink  
Anonymous said...

Echo? Echo? Yep.

I have been trying to cancel my account, which is still under 30 days. I have never waited on hold, been trasferred so much, or lied to with any other company as I have with Vonage.

Marketing is 90%, Customer Support is 10% it seems.

I am in British Columbia, Canada, and I wish my area had Shaw VOIP, because even if they suck, I know they have decent CS reps.

Stay Away and PASS ON THE WORD THAT VONAGE SUCKS.

I agree with a previous poster. I would much rather increase my landline plan, or cell phone plan *in my case*, then deal with crap Vongage.

Cheers all, best of luck cancelling

1:38 AMlink  
Diem Dogz said...

I just got the sales flyer from vonage, and I got so pissed because it claims great service. I was another one of those customers. Reception got so poor that I had not used it for 3 months. When I saw my new bill, I called to cancel. Then I was billed another 40 buck. Man- I was fumed. went to comcast. It has been rock solid since I got it. They told me that thier service has a dedicated station and has been as they have said. - clear, dependable, talk as long as I want- well worth the extra 15 bucks per month or I would not have kept it. My best advice is not to go Vonage for all the reasons listed on this site. The spend all of thier money for ads, and not on the company. It is really sad, because it is a good idea.

12:37 PMlink  
Anonymous said...

Does anyone know of any class action lawsuit against Vonage? If so I would like to get involved.

2:48 PMlink  
Anonymous said...

As long as they keep up the ad blitz, 2-3 frekin ads PER show, they will find another sucker after another to fill the shoes of the last dope. (no offense, im talking like they think) Thats the old "throw cash at it until it swims" crap. Eventually it will fail if the poor service keeps up, and they will go the way of many other telecom flops. Of course the 'ol taxpayer picks up the tab on that. Thanks uncle sam for all the corporate tax breaks to shithead companies like Vonage. Vonage blows goat.

10:34 PMlink  
Anonymous said...

A sucker is born every second, but a class action lawsuit kicks that cheatin' corporate whore in the nuuuuts!! Sue Vonage!! Time to organize a class action!!

10:36 PMlink  
Anonymous said...

STOP CRYING CAUSE YOU DIDNT READ THE "TERMS OF SERVICE".

ALL OF YOU SUCK!!!!!!

VONAGE RULES!!!!!!!

3:32 AMlink  
Customer care bastard! said...

Hello as a former employee of Vonage, i'd like to bring to light that the idiots at Vonage like to go to google and type Vonage + Sucks and add their very own comment much like the one comment previous to this one, this is called shadowing.
Other underhanded things were the vonage Forum, which is accually run by vonage staff, say anything bad and **poof** Bad gone!

What is sad: Insead of apeasing there very own customer they insult your inteligents with bright ad's filling your heads with bull crap, an orange coved load of bullshit, they hand it to you and smile and your left to eat the cost.

So as Vonages Stock plumits and Stock holders sew, i would recommend to the powers that be, accually address some or all of the concerns of its customers or soon much like other stock obesses companys that will take employees 401k, and stop contributing to their retirment they will go by the way of other dino-sores at http://www.fuckedcompany.com/

Good job Vonage keep up the good work you buch of idiots.

12:44 AMlink  
Anonymous said...

I have a ISDN line. One line was for voice and the other for data. Broadband finaly came to my city so I signed up and tried to join the Vonage solution. My first goal was to move my prime voice number to Vonage in early April. Vonage told me they could not do the transfer unless I did both lines in early April and told me to add the second line. I confirmed this with BellSouth. So I signed up for a second Vonage line and paid about $50. Then over the next several months and over 16 calls, over $200 in Vonage bills, they now tell me I have to turn my ISDN line into a regular line. I used Vonage about 6 times in the first 6 weeks to test the service but have not used it since. Vonage who I told them of my ISDN status never had an issue. I have gotten some token $10 rebates, but overall they have not resoved the issue. Keep in mind that I am paying Vonage $200 and Bell South $200 during this time and have been given 14 promises that they will resolve this in 48 hours. They also promised me that they would call me in 48 hours and they never did a single call.(16 times) I am planning on filling a complaint with the Attorney General, Public Utility Commission, and I since I feel that I am not alone that I think there is a class action suit here. I hope a lawyer contacts me. I have asked Vonage to refund me for all the months I have not used their services beyond the music I had to listen to when waiting for customer service.

They questioned me why I didn't want to use their virtual lines, and I said, If I wanted virtual lines I would use Skype at a much lower cost. I have had Vonage support people tell me that they were the "could solve this because they had the rights to do this". I have also been told repeatedly that they would call me and set up a 3 way call with Bell South to tranfer the line. The calls never came.

8:24 PMlink  
Anonymous said...

I signed up Vonage service 7 months ago because it sounded cool and cheap. Today, I cancelled it after 2 months of frustration. First, about 3 months ago, the Vonage phone quit working on me. It took me 2 weeks to find out the phone 1 jacket from Linksys phone adaptor (Vonage provides it) was defective. Since Vonage mailed me a new Motorola phone adaptor, I started to suffer from terrible static noise. It became so bad that I couldn't even hear anything on the phone. After near one month of struggle(tech support from Vonage tried very hard), I finally fed up. After I cancelled Vonage service, I was charged $39.99 disconnection fee. In addition, Vonage refused to refund the last month's up front charge despite they only provided 2 days' service before I cancelled it.
On top of 2 months' of "nothing works" phone service and 2 months' of "good for nothing" service charge, I also paid for early disconnection fee and, most radiculous of all, the service Vonage never provides.
Like Vonage said on their advertisement, "People do stupid things." I feel I am one of them.
Take my advice. Don't use Vonage. It sucks.

9:30 PMlink  
ExVonage bastard said...

Here are the problems so far with vonage:

1. Call Drops
2. Ringing into accual calls
3. Horrid wait time (Call Que)
4. littel or no tecnical help
5. 2nd line fax not working (for anyone)
6. Sales of device to none internet customers.
7. number transfer slow or none exsistant
8. loss of tranfered numbers far to frequant.
9. none interested customer service (sorry guys)
10. device not working
11. device reseting (power cycle)
12. bad devices having to be payed for by the customer or they are charged 105+
13. TOS far to complicated for the average consumer to understand.
14. Over billing!! holy crap!
15. After requesting a cancelation of service, your sent to account management (which the name changes A LOT!!)
16. Accounts NOT being cancelled
17. Accounts being refused cancellation.
18. Charges for changes to prefixed numbers. why even charge.
19. The IPO says it all, people are not stupid
20. stock dropping everyday!
21. Vonage is going after anyone who promised to by the IPO (vigerously)
22. Being sued by its share holders (ha ha ha....)
23. Being Sued for patant infringment by none other than VERIZON!!! (no shit!)


Did i miss anything please feel free to correct my spelling then copy and past with anything you feel i missed. its my gift to you.

Disgruntaled exVonage bastard!

PS: Be aware of Vonage shadows they like to write nice things about themselves.

8:23 PMlink  
Anonymous said...

i just got off the phone with one of the rudest customer service supervisors i have ever seen. i had basically tried to inquire about an order that i spent an hour placing that subsequently could not be tracked.

i used to wonder what could be taking the stock price of vonage down 60% from IPO and now i know why - its because everyone, including me, will be shifting to the competition and selling all the shares they own.

5:17 AMlink  
Anonymous said...

Hey,

Have any more of you been successful at disconnecting, getting the disconnection fee waived, and getting any of your 'Wasted' money back?

I finally just cancelled the service as I figure the $150 or so that I am out more than enough, and my time is more valuable at this point that anything else.

I do not know if we have a leg to stand on give that we "signed" the service agreement which included those terms, but for me the service never worked properly, and I would think that they would take exceptions to such terms when the quality of their service is sooo crappy.

1:05 PMlink  
Anonymous said...

I've been using Vonage for about 2 years now, and I've yet to have a problem with them. *shrugs* They save me a bucketload of money over any landline I could get with the features I want.

Te one major problem occurred about 6 months ago; my niece spilled water the router, which, strangely enough, left the networking functionality but fried the telephone functionality.

After troubleshooting the case via e-mail over the course of about 3 days, we finally came to the conclusion that it was hardware-related; at that point they sent me a new router, at no charge to me, and even gave me credit for the time that I was without service. I've dealt with a couple of minor technical questions and account issues since then and have always received great customer service from them - which just goes to show that YMMV.

5:56 PMlink  
Anonymous said...

I have had Vonage for about 5 months and everything worked fine. Then my Linksys RTP300 VoIP Router went out and I lost Internet and Phone service. I had to call customer service 3 times on my cell phone, three times I got someone in India who did not speak even broken english and put me through the same "troubleshooting' but could not fix the problem, they kept telling me my internet connection was not working, all the while I was working on me computer and playing tic-tac-toe over the internet (that was the level of intelligence I had to deal with). I could not get them to admit that the problem was their eqipment, not my Internet service. They had to "troubleshoot to the end of the problem" before they could send me a new VoIP device, but they could not even get through their own troubleshooting program and kept switching me to someone else who wanted to start again from the beginning, "Is your Voip device plugged in?". I searched the internet and you can't even find a real phone number for these people. I finally found an investor ad with a phone number; Craig A. Streem is the Senior Vice president of Investor Relations - his direct phone number is 732-203-7887 (or still was as of this post 08/16/2006). Try calling him and see if he cares about poor service. I will be switching to someone else; Lingo or probally VoicePulse.

11:48 AMlink  
Anonymous said...

THE SAME THING HAPPENED TO ME! MY ROUTER JUST DIED ONE DAY AND I HAD NO SERVICE FOR A MONTH. I ASKED FOR A MONTH CREDIT ON MY ACCOUNT AND THEY SAID ABSOLUTELY NOT. WHEN I FINALLY GOT SOMEONE ON THE PHONE IT WAS THE SAME PERSON MY MOM HAD SPOKEN TO 5 HOURS PRIOR... DO THEY ONLY HAVE ONE CUSTOMER SERVICE FUCKTARD OVER THERE!? SO I TOLD MY CREDIT CARD COMPANY NOT TO PAY THEM AND SWITCHED BACK TO LANDLINE. THE SERVICE WITH VONAGE WAS HORRIBLE, YOU COULD NEVER HEAR, IT'S WORSE THAN A CELL PHONE BY FAR. I HOPE EVERYONE AT VONAGE DIES A SLOW PAINFUL DEATH AND THEN WHEN THEY CALL AN AMBULANCE, OOPS THE FUCKING ROUTER JUST WENT OUT... SUCKS FOR YOU!

4:58 PMlink  
Anonymous said...

I subcribed to Vonage online phone service about a year ago... and was very happy with the service.

Then when we decided to drop our cable internet service I went to cancel the Vonage account too. WHAT A NIGHTMARE.

In early July, and then again in early August, I called their customer service department after a charge of $25 for monthly service fees showed up on my bank statement. I was told both times that the service would be cancelled. On the 28th of August, another charge for $30 showed up. So I called AGAIN. This time I was told yet again the service would be cancelled.

I also inquired about having the previous charges refunded, and was refused. Then I asked what the $30 charge on the 28th of August was for, and Dominick, the CSA I spoke with said that was for the period between August 28th and September 28th. I asked why I would be paying that for a service I am not using, have not used, and have tried to cancel previously. I was told this was the way it was, and Vonage would not refund any money paid to them regardless of whether the service was utilized, or even outright cancelled. Now keep in mind here.. they are charging me for service between August 28th and September 28th, even though he is telling me the service will no longer be available after today... September 1st! Not to mention the previous month I am getting bilked out of!

Now, it certianly doesn't seem fair that Vonage would refuse to refund my July and August service payments even though they acknowledged there had been no activity on the account. But to also refuse to credit the $30 for the September service...?

That's just plain wrong!

11:21 AMlink  
Anonymous said...

Over three months ago we signed up with vonage.

For the past 3 months it's been nothing but a nightmare.

We requested a number transfer from a cell phone to our new vonage service

The number would sometimes ring to the phone but 99% of the time it stayed with the original cell phone.

Since it was becomming apparent that support for this isssue was non-existant - as in idiotic email responces by people who didn't seem to give a sh*t about customer service... and more useless people at tech support.. we decided to cancel our service..

Sept 3 we notifed vonage..

Sept 7 the number got lost by vonage.. after 3 months of not being able to do anything useful they are now able to mess this up royally.

my advice is that any business that has a critical number should stay far away from vonage.

3:21 PMlink  
Anonymous said...

I can only say "DITTO" to all of the comments on this page. Here is another helpful # if you want to talk to someone outside customer service.

Executive Response Team

732-528-2675/2675

After I closed out my account I was asked if I could give someone my VoIP router.

WHAT!!!! Thats like giving someone the "Clap"

Give me a break.

5:01 PMlink  
Anonymous said...

I just spent half an hour explaining my problem on this forum. I hit submit comment, and the page errored out. Now not only am I pissed at Vonage, but also a little frustrated with the forum.

Anyway - We have 15 lines with vonage. These 15 lines have a dedicated T1 just for the vonage routers. Each router has it's own dedicated IP address to help manage the system and monitor bandwidth. We thought that Vonage would be a better option to Qwest, where we had to pay for 15 local lines, and then had to pay all that long distance.

We were wrong. In the last two weeks, I and several of my staff have been on the phone for more than 4 hours a day with the vonage technical support team. They have every excuse in the book on why it isn't there issue, but they don't have an answer to the "How do we fix it?" Question. We never exceed our bandwidth, even when all 15 lines are on a call. We have never even peaked close to the T1's max capacity. Yet, vonage blames us.

We use the Linksys RT31P2 routers. All but one of them have 2 phone lines on them. None of them have any additional equipment hooked to them. They are only used for telephone service. Each router has the latest linksys firmware. Now what? Switch back to Qwest!

11:26 AMlink  
Anonymous said...

My experience with Vonage Canada was similar to everyone elses. First I went for the new V-phone which plugs into my computer as a USB, nobody could hear me on the other end. All I was getting was complaints. So I traded it in for the WiFi phone, as they told me that the reception was better, same problem. Now I am waiting for my adapter to come in as I am going to try a regular phone with the Vonage system and this is my last straw.

My biggest beef with Vonage is the service. If you're calling the sales line, they are literally instantly available to take your call before there is even one ring. If you need service on the other hand, you end up waiting an average of half an hour or so just to speak to somebody, WHO THE HELL HAS THAT KIND OF TIME?

When I returned my items back to Vonage as I told them that it was defective, they expected me to pay for the shipping charges. Can you believe it, even though they were defective. And they also requested priority shipping. Vonage... You're gonna go out of business real soon.

AJ - Vancouver, Canada

6:13 PMlink  
Anonymous said...

I have had Vonage now for over a year, and I have yet to find anything wrong w/ it. Granted it has it quirks but after using SkyPE, Packet8, Comcast Digital Voice, and SunRocket, Vonage is really no different then regular land line.

I will have to admit that I have had a run in or two w/ the customer service, however there account management department is always willing rectify the situation, but only if you are calm and cool w/ them on the phone. One time I called up like a total dick head and no resolution, however it was my ISP that was down and not Vonage and all I wanted was comp for the 3 days that not even Comcast was willing to credit me back.
FUCKING BULLSHIT.

But as far as there tech support goes, I have yet to have call in. I contribute that to being smarter then all the other bloggers on this page and having a better understanding of QOS. If you want VoIP to work for you at all, you have to be smart enough to know what you are dealing with.

5:40 PMlink  
Anonymous said...

I finally found a few email addresses to actually contact Vonage about a problem that is months old.

Now... I was a loyal customer here for over a year but after moving to an area with zero broadband I had to move my numbers to cell phones. Anyway, here is the letter I had to send today:
----------
I need a legal contact for Vonage.

I have been through seven kinds of hell after being a loyal customer for over a year. When trying to move my numbers to another provider, because we moved to an area with no broadband, it required MONTHS of work and untold phone calls and emails to finally get the numbers moved. All the while I am paying for service I don't have. Now, 9 months later, I get a collections letter saying I owe 41.19, for what I have no idea. I have no invoice, no phone calls, no emails...nothing, just a collections letter for no good reason.

Every time I call I have a wait time of over 20 minutes and get shuffled around to support staff that has no idea of how to help me since I am technically no longer a customer.

If anything Vonage owes me several hundred dollars for service I never was able to use caused by the total ineptitude of their support staff (don't even get me started on overseas 'support').

I want an intelligent and responsible management person to call me to discuss this. If I have one red cent show up for collections on my
credit report I can assure you I will file the first law suit in my life.

I request a response.
--------
I'm not going to get into all of the details here but I am an educated, technical person who used to own a web hosting company before selling it a few years back. I understand the technical side as well as the customer support issues. While I don't really have any complaints about Vonage's technical service, their VP of customer support needs to be taken out back and shot.

What is interesting is that I sent the email to their PR and Info departments with a read receipt and so far about half have been sent back with a 'NO READ' receipt (the subject is Legal Contact), I assume they receive tons of these per day and just ignore anything that looks like trouble....

Seems that Vonage knows how bad their support is as they own:

http://vonagesucks.com

http://vonagesucks.net

http://vonagesucks.org

And all 3 go directly to Vonage's site.

Although they didn't get http://vonagesucks.biz



Now, I wonder how long this thread will remain (on vonage-forum.com)? (repost, it lasted less than 5 minutes, I sure wish I could reach an English speaking customer service rep in that period of time)

10:54 AMlink  
Anonymous said...

Oh and if anyone is interested here are some direct email addresses in their PR department:

Frank.Cavaliere@vonage.com
Michele.Helies@vonage.com
Patrick.Doll@vonage.com
Christine.Odegaard@vonage.com
Rebecca.Paprota@vonage.com
Danielle.Friend@vonage.com
Michael.Zema@vonage.com

I used a read receipt, funny how about half of these deleted without reading, I still get a receipt though.

10:57 AMlink  
Abby said...

I have been reading consumers' posts regarding Vonage's practices. I work for a consumer rights law firm and I'm investigating Vonage's actions. I would like to hear from consumers about their experiences with Vonage. If you are interested in sharing your story, please email me at abby1100ny@yahoo.com

5:02 PMlink  
Anonymous said...

Vonage Warning!

Think twice about ordering Vonage... I wish I did. The service hasn’t worked 90% of the time since I ordered it (no dial tone).

If you call Vonage, the “customer service” option, Option 5, says it’s an “improper selection.” Ultimately, it will disconnect you (over and over again). There is no problem, of course, with selecting Option 1, New Service, which I did and asked him to cancel my account. He said (in something that almost sounded like English) that he can’t do that, Customer Service had to and he’d transfer me. He disconnected me.

After several more calls, they reluctantly canceled the account (after demanding to know “why”), BUT they charged me a $40 disconnection fee and an $80.00 modem recovery fee. I told them I’d box up the modem and send it to them. They said they didn’t want it.

Be forewarned! Buy a book of stamps. Smoke signals. Telepathy. Anything but Vonage.

12:05 PMlink  
Anonymous said...

Vonage strunge use along past the 30 days and charged us $130.00 to disconnect the services because we didn't have the device over 60 days. But if we didn't cancel before 30 days we didn't a refund. And wasn't told about the 60 days police until the service was turned off. So either way it was going to cost us something. And the credit card company won't not pay because the company has our card number there for we must have agreed to pay the amount. How dumb is that. The service sucked anyway we couldn't hear anyone who called us. We could only call out. All the company wants is money they don't care about the service at all.

3:47 PMlink  
jfreas said...

Not only did I struggle with tech support for 9 long months with no resolve. When I cancelled they charged me a $45 cancel fee AND another full month of service...My billing cycle was OCT 11- NOV 11. I canceled the service OCT 13 and was charged for the entire month. A complete rip off. Not only did I pay for service I hardly used for 9mos (used my cell instead) but it cost me >$80 when I finally said ENOUGH. PLease learn from my mistake and just say NO to VONAGE!

4:47 PMlink  
jfreas said...

Not only did I struggle with tech support for 9 long months with no resolve. When I cancelled they charged me a $45 cancel fee AND another full month of service...My billing cycle was OCT 11- NOV 11. I canceled the service OCT 13 and was charged for the entire month. A complete rip off. Not only did I pay for service I hardly used for 9mos (used my cell instead) but it cost me >$80 when I finally said ENOUGH. PLease learn from my mistake and just say NO to VONAGE!

4:48 PMlink  
Anonymous said...

Well I agree to the billing issues, I know how fustrating it can be to get vonage up and running and then not like it and have to cancel and be billed for it.
I hear it every single day... I am Customer service for Vonage, But the most fustrating thing is having some ignorant person call in, using awful words and screaming at the person on the other end for something THEY (the cutomers) didnt reserch or read up on before signing up for a phone service(you wouldnt do that with a car or doctor). Its not our fault you decide to NOT read through the websites and call someone when you dont understand something. I sit on the phone for 9-10 hours a day being called names I have never in my life heard before. We are doing our job and our best, i'm sure you wouldnt appreciate being called names (I wont mention because unlike some I have manners) in your work place, for something you had no control over. when you are on hold, it means we are speaking to another person, trying to assist them with problems they are having. And I know for a fact the hold times for customer service are no longer than 5 minutes. I'm not trying to defend Vonage as a company, but the agents that work there day after day, listening to people that have no consideration for other humanbeings, Its disgusting. Our job is to help Vonage customers, try to be patient. I know its hard, but take it easy on the person helping you that has a family to feed. Its not us personally, so if you hate Vonage and it sucks... dont scream at us, report the company.

11:31 PMlink  
Anonymous said...

What a scam! I tried several times to get this crappy service to work. Finally I tried to cancel my service but waited for 45 minutes on 3 separate days. The next time I called in I chose the option to add services to my account. I was promply answered but told that since it was 1 day after the trial period (she admitted they were having problems with long wait times) that I would have to pay over $100 bucks to get out and if I just stayed for 9 months they would only bill me at $4 dollars per month and there would be no charges after that. So now it's been over 9 months and I call to cancel and I have to pay a $45 cancellation fee. Suck my dick Vonage!

1:01 PMlink  
Anonymous said...

There is hope....

I signed up for Vonage 8 months ago. In 8 months I have made at least 12 calls for service. Of course, like everyone else, I was lucky to speak to our friends in India, who were basically of no help at all. After completely losing it and demanding a phone number for Vonage in the United States I finally got it. I went off on the person who answered the phone and they referred me to advanced customer support (yes, there is such a thing). I spoke to someone here in the US who I could actually understand. It seems that all the problems I was having, dropped calls, no dial tone, etc. were due to the fact that my cable modem was old. I had a version 1.0. Apparently, replacing it with a version 1.1 or better would solve the problem, so I was told. I went out and bought a Motorola Surfboard 2.0, hooked it up and since then have had absolutely no problems with my Vonage service. Before that I was calling them every couple of weeks. It's been almost a month now and no problems. For the $80 it cost for the modem, it was certainly worth it and I wanted to pass this information on to all you people who are as frustrated as I was with Vonage. Also, I'm passing on the information for Vonage here in America. If you are getting nowhere with the guys in India, call 732-528-2600 and ask for Advanced Customer Support. Also, if you want to write to them in the USA their address is Vonage America, 23 Main Street, Holmdel, NJ 07733. Good luck to all.

11:06 PMlink  
Anonymous said...

I have been a loyal Vonage customer for over 3 years, and in that time things have worked very well. The few times they didn't were not handled well, but they weren't incompetent either. If you simply follow their instructions to the letter, chances are the service will work, and work well. My complaint with the company is this: After more than three years as a customer, I get an offer from my local cable provider for digital telephone service which when bundled with my existing services (Cable TV and Cable Internet) cost me about $21.00 less a month than Vonage, so I cancel. The bums charge me 40 bucks to close my service with them.

I have been happy with them and even referred business their way, but no longer. If I even hear someone whisper the name, I will warn them to RUN rapidly in the opposite direction lest they fall prey to Vonages conniving practices as those of us here on this blog have.

I am currently looking for evidence of a Class Action suit directed at Vonage in the hopes that I can climb aboard and get my share back as well. I do believe that Vonage is deceptive in some of their practices and I would surely love to see them pay for it.

John

8:21 PMlink  
Abby said...

I have been reading consumers' posts regarding Vonage's practices. I work for a consumer rights law firm and I'm investigating Vonage's actions. I would like to hear from consumers about their experiences with Vonage. If you are interested in sharing your story, please email me at abby1100ny@yahoo.com.

3:00 PMlink  
Anonymous said...

To the last anonymous who states,

"I have been a loyal Vonage customer for over 3 years, and in that time things have worked very well. The few times they didn't were not handled well, but they weren't incompetent either."

my response: They're not incompetent, they're people just like you and me, looking to make a living.

You state, "If you simply follow their instructions to the letter, chances are the service will work, and work well."

my response: Correct.

You state, "My complaint with the company is this: After more than three years as a customer, I get an offer from my local cable provider for digital telephone service which when bundled with my existing services (Cable TV and Cable Internet) cost me about $21.00 less a month than Vonage, so I cancel

My response: "Vonage doesn't offer a 'bundle pack' they cannot. So how is it 21.00 less a month? If you just get phone service from them, from what I have understood you can get an unlimited plan for under $20 a month. So do you pay $1. a month for phone service with that OTHER company? Because if you do, that's a 'SWEET' deal.

You state, "
The bums charge me 40 bucks to close my service with them.

My response, "if you were a loyal customer for 3 years you don't pay a disconnection fee" And BTW all companies have cancellation fees, disconnection fees, early term fees, but again, that is besides the point, you are NOT charged a disconection fee if you are A LOYAL customer for THREE YEARS.

you state, "I have been happy with them and even referred business their way, but no longer. If I even hear someone whisper the name, I will warn them to RUN rapidly in the opposite direction lest they fall prey to Vonages conniving practices as those of us here on this blog have."

My response, "Why"? You didn't pay a disconnection fee, and you stated the service worked great for you, but again your words not mine.

You state, "I am currently looking for evidence of a Class Action suit directed at Vonage in the hopes that I can climb aboard and get my share back as well. I do believe that Vonage is deceptive in some of their practices and I would surely love to see them pay for it."

My response, "maybe you should contact ABBY, Abby states, "Abby said...
I have been reading consumers' posts regarding Vonage's practices. I work for a consumer rights law firm and I'm investigating Vonage's actions. I would like to hear from consumers about their experiences with Vonage. If you are interested in sharing your story, please email me at abby1100ny@yahoo.com.

Again, I don't think what you have to say holds water, but John, I wish you luck with Abby.

I cannot give you credit, because I did read COMPLETELY through this blog, and I won't even mention my experience because I don't feel the same as you, however, I can give CREDIBILITY to those who complained about outsourcing to India, long hold times, and salespeople who give misinformed info....however, you didn't state those things, so I have to wonder, were you ever really a CUSTOMER? So what was that blog about?

Also, not for nothing but many of companies outsource to India, like Sony, even Verizon to name two.

I hate outsourcing, but it's inevitable that at some point when your computer, or phone, or TV doesn't work you'll be calling India to help you fix it...and then we're all helpless.

I don't think Voip overall is a bad idea...I think it's great...and it's New and I gather a lot of people aren't too friendly when it comes to new.

12:25 AMlink  
Anonymous said...

I had Vonage for 18 months and liked a lot of the features. We had 2 phone lines with them and they sent us 2 routers instead of just putting both lines on one router - HUGE MISTAKE. THe second line never worked to our satisfaction - but as stated many times in this blog, NO ONE AT VONAGE CAN GET ON THE PHONE TO HELP YOU FIX IT. When I'd had enough, I called an alternative provider and they said they would take care of everything, including contacting Vonage to cancel my account - which they did. Trust me folks, that does not cancel your account with Vonage. They claim that since they are not technically a phone company they don't have to abide by the rules of most other phone companies. They kept on billing me until I got on the phone and waited the traditional 45 minutes for someone to pick up the phone so I could cancel.Then they had the nerve to tell me that they can keep on billing me even though they don't have my phone lines anymore because "my account is still open" - no phone lines but my account is still open and I had not yet closed it - even though they had no phone lines for me. STAY AWAY PEOPLE - YOU'VE BEEN WARNED ! ! THIS COMPANY IS UP TO NO GOOD ! ! !

10:38 AMlink  
Suuynami said...

Vonage is a scam. I can relate in one way or another to everyone's post. I just recently order the service Nov. 10th Friday evening and got caught up with the their promotional gimmick.

To make a long story even longer, I authorize a charge for $35.38 only (includes shipping, toll service and initial monthly payment). The very next morning I was billed an additional $17.41 (saturday). I immediately did not want the service after I found this out. I call to cancel and the representative responded they don't cancel on saturdays.

Needless to say, I call Monday morning at work to cancel. I told them I wanted my fee's return since they claim "you get a refund and 30 days" and it wasn't even 3 days. Not only did I get horrible customer service I thought I was in a nightmare when the customer rep said they were billing me an additional $42.00 and hung up the phone in my ear when I ask to speak to a supervisor.

I was like this is not real. So in conculsion I got $94.79 taken away from me plus an additional overdraft bank fee of $33.00. Now I was f*cking piss. I still don't have the product because I paid for the 5-7 business day shipping which was included in the cost of the $35.38.

My boyfriend called on my account using just my email and mailing address. They told him all my business and it wasn't even me. They claim they would put the $17.41 back immediately (they said this Monday morning) and now its Tudesday evening and I'm still sh*t out of luck.

My question for the dumb slow people at vonage is if you have $35.38 dollars of my money plus the $17.41 thus making the total $52.79 (that was going to be refunded when I cancel) then how in the hell do you charge me for a cancellation fee/equipment fee (they can't get the story right). I cancelled during the 30 days and I HAVE NO F*CKING equipment.

They have $52.79 of my money, doesn't it make since for them to hold my money until I return the product I have not receive before billing my card an additional $42.00

Since, I'm new to the VONAGE SCAM I'm filing a fraudulent dispute with my bank for the last two charges, closing and re-opening my account. This is the best advice I can give. I'm sad and glad that others can relate. Its not a good thing but atleast your not alone!

DM Greensboro N.C.

7:29 PMlink  
Anonymous said...

... Big troubles with vonage.. We ordered 2 business line to try and it was working well. We added 6 more business lines and they worked fairly well for the first part of the month. They started to cut out and after calling support we where billed $150 per line ($900) to upgrade to a "call centre" plan. I was very clear on the phone when I ordered the service they we are a business open 16hrs a day and PLACE a lot of calls (a lot more than we receive). After these charges went through we looked to cancel our service and paid $40 per device to cancel them, in addition some prorated charges where levied against our original device for the first month of operation. Over $1000 in charges; despite arguing with there "FRAUD" department via several emails.

3:47 AMlink  
Anonymous said...

packet8 no problems at all. residential service works well, a cell phone call to a voip phone never sounds that great but at least packet eight can connect it.

6:28 PMlink  
Anonymous said...

VONAGE is bad!!! DO NOT SIGN UP FOR IT. I have lost way more money in time and using my cell phone due to the fact that their customer service is horrible. Most of them can not even speak English. HORRIBLE, one of the worst things I have ever done

11:35 AMlink  
Anonymous said...

I am so enfuriated at these guys, and in particular with the customer service person I talked to just now.

These guys have robbed me.

I signed up for the service 10 months ago. After bringing the equipment home I hooked it up, but it did not work. I spent two multi-hour sessions over the next few days with their stellar technical support who finally gave up completely and said it was a problem with my wireless gateway and that they could not get the service to work.

Fine. Good thing I hadn't cancelled Ma Bell. Ten months later (my fault for not checking) but Vonage is still taking money every month off my credit card.

So I call in today to try to get some of my money back. Not only does the "customer service" rep who answered the phone not offer to refund any of the ~$300 they have taken from me, but he says he MUST charge me the $40 cancellation fee.

I tried to take many angles with this rep, but he would not offer me anything: no apologies, no reasonable explanation, no break on the money -- nothing a normal, civilized, professional customer care would offer.

I am just flabbergasted at the arrogance of this company Vonage who apparently feel they have more right to my money than I do despite them wasting several hours of my time, them never being able to figure out how to get their service working on my equipment, and them never actually providing me with a single phone call of usage.

I can't believe the vigor with which they are fighting to continue to take my money for nothing.

Any of you out there who are thinking of switching to Vonage to save money: DON'T DO IT -- YOU WILL LOSE MONEY AND TIME.

I hope there is a class action lawsuit out there somewhere...

6:41 PMlink  
Jeff said...

Another number to try of someone on the Executive Response Team is:

Giselle R. Lee-Tin
Executive Response Team
1-888-580-4020
Monday-Friday
9:00 AM - 5:30 PM EST

12:15 PMlink  
Jaimie in SC said...

I have had vonage for two years and have had almost all the problems posted here. Except I don't have a cell phone so whenever I have a problem with Vonage I have to email customer service, which usually doesn't help because they just tell me to call customer service. Well if I have no dial tone how can I call customer service? Yes I must be the last person on earth without a cell phone! But there is another problem I don't see mentioned that everyone needs to be aware of. Feb. 2006 I was 3 months pregnant got up from my couch to go to the bathroom and blood started gushing out of me. My husband quickly called 911 to get an ambulance and was transferred to the wrong 911 station. The 911 operator told him to hang up and call 911 again. Which he did and got a different, but still wrong 911 station. For a moment I thought I might bleed to death before an ambulance was sent. At least the second 911 operator my husband spoke to transferred him to the correct station herself. Our baby died, obviously I lived, but it took me a while before I could even call vonage to complain. When I did the person I spoke to said it was my fault because our address was wrong because we had moved and never updated our info with vonage. We had never moved and when he read me the address vonage had on file it was our correct address. Rather than admit that the vonage 911 routing station made a mistake that night he tried to blame it on me. I was even angrier at that point and asked for a supervisor. I was then hung up on. I hope everyone will keep this in mind in case they have an emergency.

2:23 AMlink  
Anonymous said...

I have had Vonage since Dec. 2004 and had a few problems here and there... My most recent issue is that I keep getting anonymous calls in the middle of the night, I got a police order to get a line trap, vonage wont release the phone number of the culprit even now. I called to rectify the situation with Vonage... They state they sent the list to the police dept. My dectective on the case states otherwise, I called Vonage and they stated that it was given to me verbally, then I was put on hold. A customer service manager was then placed on the phone and was actually talking OVER me. When I would try to talk to her she would simply keep talking. If I asked her a question she would redirect the converstion to something else. I looked all over to get a answer as to why they wont work with me on this, and she simply said, we have done what was requested, have a nice day and actually hung up on me.... Wow great customer service! I sent them a long winded e-mail about how they hae the worst customer service, and how other competitors have call blocking available with free soft phone service. I found www.voip.com and I am waiting the number release from vonage... It has been a week and a half, it seems that Vonage wont release my phone number. I am so ashamed that I referred 4 people to this company....

1:15 PMlink  
Leanne and kelly Seattle WA said...

We as a small business wanted to switch to Vonage for the great promise of savings the Biggest Mistake ever!!! if you are think of Vonage think of hammering a train spike slowly up your nose and out your ass. They have been trying to scam us out of 39 dollars per line that we wanted to cancel because they began porting lines 20 days prior to said time of portation. Our phones are our tool for accumulating revenue and have been tied up for almost two days now just trying to get the jaws of this seething monster from our asses. they SUCK they are Evil and my team has been transfered from agent to agent untill it seems that it might lead them to among other things flying to NJ with a fine selection of baseball bats and handgernades. Please 173 people cant be wrong and this company must cease and decist its tacticts and foever be scorned from the earth BIATCH!!!! SOOOOO ANNNNNGGGRRRYYYYYY.

5:29 PMlink  
Jack the Giant Killer said...

11 Dec 2006: Would anyone like to file a group arbitration in Toronto? I'd pitch in on a group claim against Vonage.
We have already contacted the CRTC and filed one complaint. We are preparing a second complaint, and referencing this website. Their complaint URL is http://www.crtc.gc.ca/RapidsCCM/Register.asp?lang=E
We signed up for Vonage on 22 July. Tried to cancel before the line even switched over, but was a day late. A week later we cancelled, and were told by Sam in Accounts that all charges would be refunded.
The NEXT DAY Vonage charged our VISA another $257! Total charges, $357.97. Total refunds $65.18.
So,for essentially nothing, we are out $292.83 and can't even get a callback from Sam.
In my opinion, Vonage is perpetrating deliberate fraud on the public.
I recommend you email all your friends a link to this website and tell them about "the Vonage Canada Experience".

10:41 PMlink  
Anonymous said...

I have used Voage VOIP since Dec 2003. The technical service has been good. Then, my company said to use Vonage for home office lines, so I opened a second Vonage account.

The Vonage works is the give you a device that you hook up to you broadband and plug your phone into the device. The device supports 2 phone lines. With my second account, I got a second device.

In an effort to simplify my technology, I called up and asked them to put both of my phone lines on a single device. They said a device can only be associated to a single account, so I asked them to merge my accounts. They said no problem, it would take a couple days.

Now, the first problem at this point is the fact it took about 2 hours on the phone with several people to get to this point. Additionally, each person had to reverify my ID.

A couple days later, my old home number had been transfered to the company account. That was good. But my company number wasn't working. I gave them another day for good measure and called them up.

Seems they disconnected my company number and GAVE IT TO SOMEONE ELSE! Ugh.

For the next several weeks, I attempted to get my number back to no avail. Finally I just transfered my home number to Comcast VOIP and get a new company number with Comcast. That was in November.

So yesterday, I look on my credit card and see Vonage has charged me for another month of service for Dec 16 - Jan 15. They haven't had my number since November!

I call up this morning (still on the call...) and tell them to refund the $56 and cancel my service. The guy tries to tell me I have been using it. And that I will be charge a disconnect fee because I haven't met my terms and agreements. He kept telling me he was empowered to solve my problem, but he wouldn't refund the $56 or waive the cancellation fee. He must of just been trained on what enpowerment means.

He transfers me to billing. I explain the situation again. She tells me I didn't actually want my company number back in Oct when the account merger happened. No, according to her what I asked for was for them to move my home number to my company account, disconnect my company account line, and give me a new temporary number. I told her that A) that makes absolutely no sense, and B) that is certainly not what I asked for. Then I asked to speak to her supervisor. That made her mad. She came back on and tried to tell me what I wanted again. Finally I got her supervisor.

The supervisor was much more reasonable. I once again explained the situation, said I wanted my $56 for the next month back, and the cancellation fee waived since they gave my phone number away. Finally, the supervisor agreed.

10:09 AMlink  
Anonymous said...

Here is what I recently wrote to Vonage. They suck.

I am writing to tell you I have never been so disappointed in a company's service. Your loathing for your own customers is reprehensible.
1: Actual phone service is choppy, spotty and of poor quality. Many times there is no dial tone for hours.
2: Your outsourcing of customer service reps to India is frustrating because most of them cannot even speak English properly.
3: The fact that I have to PAY money to quit, and that it actually costs me less to continue paying for an account which I no longer will use, is ridiculous. Why make things so convoluted and difficult for your customers? Caring about "rules" and "procedures" instead of personalized care for customers is why companies like Vonage will fail ultimately. I should know - I am a marketing executive. Terrible, terrible customer service and treatment. When will companies understand that pissing off customers to save a few dollars or hold them to a contract, when the customers are disappointed in the service, is NOT the way to stay in business?

Please be aware that I will be telling EVERYONE I know never to use Vonage. I hope that was worth your 39 dollar disconnection fee. I might add that I am disconnecting because of YOUR terrible service and poor quality -- how appalling that I am made to pay (in the form of a disconnection fee) for your poor quality. Astonishing.

Disappointed and telling everyone,

Sara O

5:09 PMlink  
Anonymous said...

I suggest everyone contact via e mail their local news stations. Maybe someone will investigate and run a story on this so Vonage wont be able to con as many people!! I contacted every news station in Dallas Texas and thats a big market. I also put in my e mails that I understand Vonage advertises heavily and I hope this wouldnt deter the stations from putting the truth out there. I sure hope it works.

10:29 PMlink  
Anonymous said...

For the enterprising and truly ripped off:

vonageblows.com is NOT taken yet.

only need to fill it with enough Vonage Sucks posts (like this site) and it will show highly enough on google to get the job done (not to disregard this site in any way)

8:03 PMlink  
just_me said...

Well I signed up for vonage about 2 weeks ago and just had my service switched over yesterday. My first problem became apparent when I realized In had been lied to about my phone still working when the internet was out. That was ok though, I called and demanded retribution and they gave me a free month in the way of an apology.
The biggest problem came when I actually tried to use their service when the number got switched over yesterday. The reception was utterly awful!!! it sounded like the person on the other end was a skipping cd and it crackled and popped. it was so bad that i cancelled it today.
Now i seem to be stuck in some sort of no phone hell..
I do need to point to let you all know though that my customer service experience with Vonage has been very, very good so far (excluding the original liar). they have been very polite and accomodating. I do feel that in a few years when this technology gets better I would consider going back to vonage because of the excellent customer service.. Its just too bad that the recptn was so bad because i would have stayed with them for sure

2:42 PMlink  
Meziah said...

This post has been removed by a blog administrator.

5:29 PMlink  
Meziah said...

Well...Vonage DOES SUCK! I will tell you why. Here is my Vonage nightmare story. I signed up November 22nd because they kept sending me these things in the mail "Come back and get two months free". I was a Vonage customer before this but I didnt need it anymore so I opted out. I found a really neat job that required I have a phone line in my home. I called up Vonage and told them I was interested and they got me signed up. However, I wanted to use my own modem but was told that I couldn't by one of their sales reps. So...they charged me $20.56 to have a NEW modem shipped to my door. I decided after this call...to call back and make sure I wasn't being fed bullshit. Turns out I was and the rep asked for my MAC address and I was up and going in 24 hours. They also told me I could try out a second line free for two months as well and wouldn't be charged to disconnect it. So I opted in. I refused shipment on the modem and was told I would be credited the shipping charges. Today I find I have two charges in my bank account from Vonage, one for $14.xx
and another one for $13.xx So I call them and ask them what the hell. Turns out I was FLAT OUT lied to and I was NOT getting two months free service. They credited the $20.56 and charged me the rest. I called them up and they told me..."no you only get the second line free for two months". What?! Now wait a second...I was told that if I came back I would get two months free...NOT if you come back we will give you a second line free for two months! So...after fighting and arguing with these creeps, they credit my account for 2 months service.....but refuse to give me back the money I have paid them already for shipping and bogus charges. Oh...and get this, I told them to disconnect their free line...and they were going to charge me $40 to do this....sneaky thieving creeps! This is after I was told that if I decided to NOT keep the line I wouldn't be charged to have it disconnected. LIARS! In the end, I was blackmailed when I told the rep that I was discontinuing service. She told me I cant let you call us one day and let you get credit then cancel on this. She told me I would be charged all of the credits they gave me...shipping and all if I quit their service. Total blackmail! Do yourselves a favor....stay as far away from VONAGE as you possibly can. They are nothing but lying, thieving cheats who snare you by offering free service....but never intend to honor it. Every step of the way I was lied to by everyone of their reps.

5:46 PMlink  
Anonymous said...

Vonage sure does suck!!!! Almost three months and still no number transfer and to top that off the virtual number they gave me does notwork anymore.

8:02 PMlink  
Anonymous said...

PacketEight People, Never had a problem, that wasn't related to my dsl link.

3:49 PMlink  

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