Vonage Consumer Reviews - Page 3

I am so furious with Vonage. I signed up for their service on April 23, a few weeks later I received their equipment, within that few weeks, I have received emails stating that my phone number is in the process of being transferred and there would be approximately 24 hours without phone service, well that ended up being more than three days-my number was transferred before I could get my internet hooked up to DSL, even so, since my number was supposedly being transferred, I wouldn't be able to get hooked up to DSL because Vonage took my dial tone from me.

After that, I have been on the phone (my cell phone) complaining to Vonage and Verizon that I need a dial tone to get my DSL hooked up and all I received the run-a-round, kept being put on hold and transferred all over the creation-well, let me tell you...I had calculated up all of the minutes used on my cell phone with just Vonage and I had figured up that I spent just about 5 hours (most of which was on hold for about an hour each time)trying to get an answer.

I went without phone or internet for approximately almost two and a half weeks trying to get somewhere. One would tell me that it is the other one's problem they have to fix it-and visa-versa. Once I thought I was on the right track to victory with getting a dial tone, I would get shot right down and right back to the beginning I go. Anyway, I had Cancelled Verizon with no problem whatsoever...

Vonage on the other hand, I called them two weeks before the "so-called trial period" and they told me that I had to pay the shipping and handling to send the equipment back to them plus 39.95 "security fee". I told them I was not going to pay because my "trial period" wasn't up and I didn't even use the service because no one would give me a dial tone to use either service. I sent the equipment back to them anyway.

A few days later, I see a withdrawal in my account from Vonage...WHAT!!! $27.78 for the monthly fee of service. Just yesterday, I had checked my e-mail, received a couple of emails from Vonage Customer Care, my account has been cancelled, please check your account for the remaining balance due... EXCUSE ME!!! The next one is better... "On 5/30/2006 we have successfully processed your charge card for $119.98." I was literally in tears when I saw this.

I had filed two complaints with my bank and also one with the Better Business Bureau. The sad part about all of this is that one-I wasn't even able to use their service and two-I didn't even authorize them to withdraw any money from my account. Now I cannot pay any of my priority bills that are due this week! Thanks a lot Vonage! My account is now in the hole because of them. I should have listened to my guts, it was too good to be true...

I ordered the Vonage VoIP system on March 16th. I was told by the sales-person that it would take 14-20 days before my cellphone number (Cricket) would transfer over so I wouldn't have to change numbers. I waited 14 days and then called them. It was hard enough to find someone who didn't speak Indian or Ebonics that could make any sense of what I was saying and visa versa. Finally I got a case number and was told it could take up to 20 business days, so I waited six more business days.

I wait over 25 business days and called them back. First I got a very rude female who would not help fix the problem at all. She was rude and defiant and probably shouldn't even be in that business. I wanted to talk to the supervisor, so they put me on hold for 10 minutes thinking I would just get angry, but I stayed on.

The problem was that my cell phone carrier had not sent them some FOC date. Like I give a hoot what their problem is they promised me something and broke their promise, so now my cell phone company wants their $50. Well I shouldn't have to pay it because it should have been transferred and shut off, so Vonage told me that my number had to remain active to stay on, so I am out $50 bucks and they gave me my free month with a phone I couldn't ** use!

They tell me they will credit me and put me through to someone who never answered after 15 minute, so I hung up. I am done with them and I have already found a lawyer and will be filing suit, so anyone who wants on the bandwagon and has been lied to by Vonage about their number transfer times please feel free to contact me about information in attain losses by Vonage. Now on to the rest of the story.

My wife who works for SAFECO and is a Customer Service Specialist gets on the phone and literally gets into a fight with the person on the phone because the first person that hung up on her told her they would credit us, then wrote a derogatory message in their not box, so he has already told us that he can credit us and that the manage will call us within 20 minutes. We never hear from them again.

Then my wife gets the guy Rajaijm or some Indian guy who can't even speak good English. He tells my wife that they are not allowed to give credit. Now I know there are a lot of cheap call centers like ICT, CCI, etc. Everyone there hates their job, the hours suck and so does the pay! These people just want the least amount of conflict, get their paychecks, and get out. It would be in Vonage's best interest to first get a quality call center that is going to respect your customers as a person.

The millions you lose will definitely cover the losses you will soon be taking in lawsuits and market value. Thanks for making my experience one of the most heinous that I have ever had with a corporation. I hope you get bought out by Comcast! And over 30 business days later my phone number is still not transferred.

SURLA, MINNESOTA -- It is too bad that the BBB does not shut this business down. I have tried to cancel me phone system and now they want me to pay $70.00 to cancel even when they cannot fix my phone. What should I do?? My phone has stop working after talking on the phone. No one seems to care that I am paying a bill for something I am not using.

MISSOURI -- They're trying to ding me with cancellation fees. I am dropping Vonage service as it really sucks. Poor sound quality, frequent service interruptions. They failed to meet their end of the bargain. The issue is that I have the original paperwork that I was given when I enrolled. I specifically asked about early termination fees. After some back and forth talk I was given a contract that exempted me from the fee. Vonage is refusing to honor this contract. Want VoIP? Run from Vonage!!!

I have had Vonage for 1 year and 11 months and they have been paid for the 12 month to finally take care of the 2 year commitment that I did not know I had until last year I tried to cancel my service. I did not read the fine print, and that is what they are hoping for. If you take their service they are like family that comes to stay for a couple of weeks to get back on their feet. YOU CAN'T GET RID OF THEM. If you try to leave before your commitment is up they will tell you it is cheaper to finish out your 2 years and then they will give you some reduced rate or even give you some service free. LEAVE.

I am at my 23rd month and I called today to cancel my service. They have already charged my credit card with the next month of service which will pay me up to the 16th day of June which is my due date for month 25 which they will deduct from my card on that day. Even though their service is paid in full until my 24 month commitment is up I still can't cancel my service with them until the day in which my 24 month service is up. I would gladly forfeit the month they have taken, and cut my service off now and we would be through, but no if I cut it off today even though they are paid through to my 24 month they will charge me a prorated charge for disconnecting early, and they have tier money. I just want them to go away.

So now I must call on the 16th, and they will have charged my credit card by that morning for another month of service. I can cancel my account that day, if I can get through to customer service, and listen to all the "We are so sorry to see you go" crap. It will probably, knowing how Vonage works, take 3 months to get my payment back, if I get it at all. I called the Utilities Commission in NC to file a complaint and they are very aware on what goes on at Vonage but not the right division to take complaint, so on and so on. Vonage service is so so at my home with cable Internet.

I just really did not use the service enough to justify the amount I was paying however I let it ride for about 11 months because it was cheaper to keep it than to get rid of it. I am sure I am not the first nor am I the last. I am also sure that all this crap was somewhere in that little piece of paper they email you upon starting your new service with them, so it is all legal and sweet but it is not right to the consumer. If you take their service I wish you all the goodwill and happiness and hope it all works out like you think it will. READ THE CONTRACT, every word.

Avoid Vonage, they are not able to fix problems that THEY create which may require special attention: First off if you enjoy speaking to someone with a thick Indian accent named Steve, Glen, Randy or Beth, then this is the right company for you. Oh, and add that they repeat back everything you say to them (in monotone) peppering the feedback with "I understand" and "I'm sorry". I don't care where their call center is located, nor whom I am speaking to as long as I can understand them, they can understand me and most importantly, they can actually offer customer service. Vonage falls short on all accounts.

On 11/27/09, to save a few bucks I decided to switch my two phone numbers from Comcast to Vonage. Savings would be about $10 per month (combined). Sara, who by the way was in the US (new service calls go to a US call center), took my order and assured me that there would me no downtime for my numbers, that at no point in time would a caller even know that I changed phone carriers. Nothing could be further from the truth. Today is 12/19/09 and one of my two numbers has been "disconnected" for 11 days. Callers hear, "I'm sorry, this number has been disconnected".

Apparently, Vonage requested the porting of only one of my two phone numbers. Since I was receiving a combined rate on the two lines from Comcast, Vonage having ported only one caused the second to be disconnected. Further, when a number is disconnected, it goes into some sort of limbo where no company can port it (btw: port means transfer). To make matters worse, the non-customer service that has ensued is only through call centers in India. Note: the call quality to these call centers is horrible. Customer service call center = Bad connection, thick accent, inability to fix a problem that is out of the norm.

Bottom line: After 22 days, over 8 hours (combined) on the phone with Vonage, I still have a disconnected number. Vonage is not capable of providing assistance when something out of the ordinary happens when transferring (porting) a phone line. The Vonage CS personnel have told me on 3 different calls to wait 3 days and call back.

They do not have the capability of having one CS person follow through on a problem (call back a customer, keep track of an unresolved situation, etc.). IF something goes wrong, you could be without phone service and callers receiving a message that your number has been disconnected. Again, it's been 22 days for me. I made a huge mistake moving from Comcast

Note: I have called Comcast in an attempt to facilitate the reconnection of the second phone line and transfer of that line to Vonage. Comcast's repair, customer service call center is in the US, and I have a representative I can contact directly. That representative has told me that there was only one day when my number was unavailable for transfer and Vonage has not requested a porting/transfer since their first attempt. This contradicts everything I have been told by Vonage.

To cancel: Try 1-866-243-4357. I believe I hit the prompt for cancellation info. Recording states over 2 yrs no cancel fee. States to call number given above to obtain auth # to put on box modem shipped in and put in box along with all written materials ever received from Vonage. "Office closed" at that time so had to wait till Monday. Rep kept me on line 4 hrs. I am disabled, older woman, single. I am not stupid. They want us to keep their modems as long as possible and promise to keep all promises they made in past they didn't do and to lower your rates blah blah blah. Told her service hadn't worked in a year.

When my back broke took 4x to get person on other end to hear me. They charge everyone a cancellation fee of $39.95 and $39.95 for modem. I called "Executive Response Team" (888) 580-4020. Have to leave a message. Best to start asking for a supv after first call (get name) as representative I got said I had no e-mail stating cancellation fee or modem charge. Of course I do. He also did the opposite of what I asked. As I am disabled and calling at 8am (which is a trademark of GEMoneyBank - not a real bank though) doesn't allow me to talk about business. I had to ask him 3 times to call back or leave a number.

He claimed that Comcast, who had ported my same phone number no problem 2 days earlier and hooked up modem whereby I can make outgoing calls and be heard, have sabotaged Vonage's system with their customers. Told him even if that's true, what did Vonage want me to do? Continue to pay for half service? No response.

My bank is Bank of America which is a separate consumer nightmare that the govt hasn't controlled. They will not accept a stop payment and not until it was too late was I told I could get new debit card with DIFFERENT number so couldn't be billed. BOA is taking stand that they will determine who is right... The customer/depositor or the merchant. I don't think so. Controller for Dept of Currency/national banks only ((800) 613-6743. They will not discuss if or what is legal for banks to do and my next step is the library. They will send you a form to fill out and they do have to review every complaint.

Only way to file complaint on Vonage is PublicUtilities@atg.com.gov & I haven't done it yet as I am giving Vonage one more day to respond to my request for rep's supv. He has begun calling me at odd hours, ringing twice and hanging up under "unavailable". I have already *77 so since I have no other probs I must assume Vonage hires these people as childish thugs and names them their "executive response team".

Maybe if I had said I was going home to Alaska and no wireless in my little town or not available they wouldn't do this? I don't appreciate having to lie to keep my grocery money or to have a service that works and doesn't change their charges every month. Over the last two years as service got worse, bill got higher. How does $19.99 go to $28.92? Their account page should not be called account anything. No itemized and no explanation for accelerated costs.

I called to cancel my service and was informed about the $39.99 cancellation fee. I followed with this letter that sums everything up. This is to serve as a letter of formal dispute to Vonage Marketing LLC. I have had Vonage phone service for approximately 1 year. I chose the service to use solely as a fax line and had access to 500 minutes a month. I have paid an estimated $360 in fees for this service. However, I have only used a combined total of 149 minutes during my entire 14 months with the company.

Needless to say it was in my best interest financially to cancel my account. I called on April 7, 2009 and spoke to a very pleasant customer service agent. He informed me that he would be able to cancel my account but wanted to make me aware that there would be a $39.99 fee to do so. We debated this fee for approximately 10 minutes, which only left me frustrated, in tears, and finally angry with the company.

This gentleman was so familiar with the absurdness of this policy that he was able to calm me down, assure me that he knew there was no one that would waive this fee, and then provide information on how to file a formal dispute or pursue legal action. He had first hand knowledge from previous customers on how to contact the company and what the most efficient method was.

I was appalled that a company could be so unethical that its own employees knew the best ways for customers to file complaints. He pointed me to a clause in the terms and conditions that reads: "8.7 Disconnection Fee (Does Not Apply to Business Plus Customers). You will be charged a disconnection fee of $39.99 per voice line if your service is disconnected, subject to state and local laws.

However, if your subscription date is on or after February 1, 2007 and is disconnected after 2 years following your subscription date, the disconnection fee is waived. If your subscription date is on or before January 31, 2007, the disconnection fee is waived if your service is disconnected 1 year following your subscription date."

I mentioned that this is worded in such a way that the average consumer would read it to mean that if the account is involuntarily disconnected, such as when a bill is not paid; this clause does not state anything about voluntary cancellation of the service. He agreed that it is very misleading.

I have paid your company over $350 in fees and used exactly 2% of the services that I was charged for. It is completely outrageous to charge me an additional $39.99. I am trying to make financially sound decisions in tough economic times and believe that everyone, including companies both small and large, should do the same. Honesty, fairness, and kindness should come before money in every situation. I teach at a public middle school in an inner city and stress to my students on a daily basis the idea of living a life that is worthy of respect. How will our kids ever learn that if we don't first set the example for them?

Do the right thing. Stop putting your customer service agents in a position where they have to present legal dispute options because of their company's selfish ways. Stop charging your customers unnecessary fees just to advance yourselves. We teachers, nurses, firefighters, and community service workers work for far less than the average business person (I would know, I left a life in real estate and sales for a low paying job as a teacher) and we want nothing more than to see people live in a way that honors others.

If large companies set the example, others will follow. Customers would flock to a company that sets themselves above the rest by treating their people with fairness and respect. Respect the time of your employees and your customers. Respect their money. Respect yourselves as a corporation. Do the right thing.

When I first signed on with Vonage they mailed 2 modems to my business. When I tried to install the system through their instructional CD it would not operate. When I called Vonage for help I told the representative I had 2 modems. She responded saying "no ma'am you have 1 modem per their records." I assured her I did have 2 modems and needed 2 modems as I have 4 lines and 2 business phones. I was told I am mistaken and apparently need a tech to come over and set up my system.

I was also informed that Vonage offers the first service call free and if I needed anything that required an on site tech in the future I would be billed $100.00. I stated there is confusion on their end and it would be validated when their tech came to my business. The first tech arrives and is absolutely clueless. He actually asks ME the customer why I have 2 modems. After staying 30 minutes or so he states he will request another tech come to my business because he cannot understand why both my phones will not operate and why I have 2 modems. He leaves the Vonage wiring looking like a spider web and leaves.

Another week passes and a second tech comes out that states I must have 2 modems to run 4 lines and implies I am the one that made a terrible mess of the wiring to my computer. He does make the phones operate and leaves. I call Vonage stating they need to record that I still have a free service call because I only needed a tech due to the confusion on their side.

Through the month of December 08 and January 09 my phone system is out most of the time. People would call. The phone would ring on their end but not mine. There were 3 weeks I had no service at all. Phone's dead. I call for an on site tech because every time I called the phone techs would state my system was working because their computer said so...

I took a week to get an appointment. They told me the tech would be there between 1:00 PM to 5:00 PM. The day arrives and as my luck would have it my Comcast Internet goes out at 6:30 that morning due to construction in my area. I call Vonage after speaking with Comcast at 7:00 am to cancel my appointment. I was told by a tech that due to circumstances beyond my control (they cannot work on the lines without Internet duh) they would not charge a cancellation fee of $50.00 for not giving 24 hour notice on an appointment that is free...

I also included that I could provide verification from Comcast if needed. Fast forward to March 13th. I see my online banking account has been charged by Vonage $50.00 2 months after the fact. The bill also has no explanation for the charge. I write to CS (we all know what calling in entails) and explain the situation. They repeat over and over that it is a charge for no 24 hour cancellation.

I would ask questions like (why did you wait 2 months to bill my account after you told me you would not charge my account?). They would ignore the question and repeat themselves over and over. My response from their CS Rep had many misspelled elementary level words as well as bad English.

COLORADO SPRINGS, COLORADO -- I bought Vonage and the only good thing good was that it arrived in the mail in a timely manner. When I open it up, I followed the instructions which seem simple. However, when I got to step 6 it said that it should provide instructions on the LCD screen to complete the process. No instructions displayed. I next called Vonage. The fist tech guy was rude and unhelpful. The 2nd guy was incompetent even though he was polite. The 2nd guy had me working on something for over an hour but it was obvious he did not know what he was doing.

The 3rd guy told me that the device must be broken since there was no LCD display (why didn't the 2nd guy come to that conclusion instead of wasting my time). The 3rd guy said he was going to send me a replacement and a label to return the defective product at no charge. I soon get an email telling me different information and I had to pay for shipping back the defective device they sent me. I called a 4th person and they told me they apologized for the misunderstanding and they would help. They spoke to me for 20 minutes, I hang up and get another email with different information than what we discussed on the phone.

I call a 5th person, explain my situation and wanted to cancel my service. I'm transferred to a 6th person who tries to convince me that he could help me (it is starting to be as difficult to cancel Vonage as it was cancel AOL during their prime or remember when you joined one of those CD clubs or book clubs and how hard it was to cancel -- that is Vonage but worse). I asked for a supervisor and was put on hold for 30 minutes and finally was cut off. I started this whole adventure over 5 hours ago. The salesman said I would be up and running with Vonage in 5 minutes -- yea right.

I finally canceled and was charged some kind of cancellation fee but they told me it would be refunded once they received the device...we'll see. I never had such a nightmare of service and tech support. Talking to a supervisor is a joke (they just transfer you to another call center employee who is pretending to be a supervisor). All this and I never got Vonage hooked up. It has to be one the worse customer service and tech support experiences I have had in my 54 years on this earth.

Don't buy even if things do work right at first. You are bound to eventually have a problem and you'll be ripped off with unnecessary charges and lose at least a year of your life talking to them and trying to understand the emails which contradict what you were told on the phone. Of course if you like getting the runaround, tons of contradictory emails with spam thrown on top, than Vonage is for you.