Vonage Customer Service

User Reviews, Ratings and Comments



Vonage customer service is ranked #275 out of the 946 companies that have a CustomerServiceScoreboard.com rating with an overall score of 40.62 out of a possible 200 based upon 206 ratings. This score rates Vonage customer service and customer support as Disappointing.

NEGATIVE Comments

180 Negative Comments out of 206 Total Comments is 87.38%.

POSITIVE Comments

26 Positive Comments out of 206 Total Comments is 12.62%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • Vonage

    Customer Service Scoreboard

    • 40.62 Overall Rating
      (out of 200 possible)
    • 180 negative comments (87.38%)
    • 26 positive comments (12.62%)
    • 1 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 2.2 Issue Resolution
    • 3.3 Reachability
    • 1.6 Cancellation
    • 3.6 Friendliness
    • 3.3 Product Knowledge

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Posted by ?


I've had Vonage for 14 years, I began their service while in the NYC area. When I relocated to the southwest I kept my 1ine. I had local Quest/now CenturyLink for another 2 lines in area code 480 in Maricopa County where we were for 7 years. Then CenturyLink refused to give me my numbers since I was just across the area code line into 520. Unacceptable! The cable company where we moved to called Orbotel first said we could keep our numbers using their VOiP service. After a day, and while we were moving, they called and said that they would NOT give me my local nor NY numbers. Unaceptable,especially for a VOiP provider. I called Vonage. The very next day we had service at both locations for a few days. Ah...wow..a happy camper. Then CenturyLink kept billing me for the landlines at the old address. Talk about horrible service. Don't rely on CenturyLink for anything as you'll get one story from one rep and another from another rep and so on. It only took about 4 months to resolve. OK..so you may think I am happy with Vonage. I was. I said WAS. About 4 months ago I began to have one way calling. That is, the people I called could not hear me, yet I could hear them. Let me tell you that I have spent about ten man hours or more with tech Vonage reps, cable company testers, etc. and the issue is yet to be resolved. Have you tried to find Vonage's headquarters to complain and get the right service I have been loyally paying for for 14 + years? It's worse then calling the president of the US or the Pope. Why they hide it intreages me. Why. So I thought I'd put this down in writing in hopes someone will react. This is being entered on 9/30/16.

Posted by Texan101


Cancelled an account months ago but they still keep billing even though I have repeatedly called. Must have spent 10 hrs on the phone over this issue. Still no resolution.

Posted by Philip


Vonage compay is a fraudulent company they signed me up for anext iterate and home phone which I never used and they disconnected it telling me I will be reinbursed but they later told me I have been reinbursed when I did not get any money from them...they are thieves

Posted by Philip


Vonage compay is a fraudulent company they signed me up for anext iterate and home phone which I never used and they disconnected it telling me I will be reinbursed but they later told me I have been reinbursed when I did not get any money from them

Posted by Anonymous


Don't exactly know why you don't have a phone number - but its stupid not to have one.
just got back into the country and get a e-mail from you saying I owe $35.00 dollars.
don't know why but i want to talk to someone. can see why you don't want profanity - you have no customer service.
either give me a call - not a f---- robo call or cancel my service. at this point would just as soon take all of or business back to att.
yours
brian fraser

Posted by Flopper


1. One call 5 different reps all claiming to be customer service until I tried to get a transaction completed. Then they had to switch me to customer service which is where I began and ended up.
2. All of the reps spoke terrible English (Russians? Baltic?)Made the conversation nearly impossible.
3. Not one of the reps was ale to get anything done for me-wanted to close an account and open a new one...

Wasted 2 hours of my time AND my issue was NEVER addressed.

Posted by jkhaberer439


This is ludicrous! My credit card was compromised before leaving on a three-week cruise. Now I am on a cruise ship without any telephone connectivity, nor can I access my Vonage account. I have been trying every day.



When you advised that my credit card denied payment I tried to access my account. Did not work. Then I sent a return email to the address listed on that correspondence. That apparently failed too, as I got another reminder. I can't do a damn thing at this end.



What on earth is a customer to do?



Give me a break and stop reminding me to do things I am unable to do!



Please be courteous enough to reply. Thank you.



Jerome K. Haberer

Posted by Anonymous


Hello



We have change our phone service from Vonage to TD Media.

Since 7 Days, Vonage is not releasing our old Phone to New Provider.

When we have change phone provider in 2007 from bell to Vonage than Bell release our phone no. to Vonage in one day.

We can NOT receive incoming phone from outside.

I am citizen of Canada since 1976 and we have not find company like Vonage.

Thanks

Jyotiprakash Desai

( In coming call not working)

If I have medical emergency and some thing happen will sue you.(Vonagae)

Please

















































�





by Klaus Leidorf on �

Posted by Shortlady


Repeatedly have dropped calls. Told by Vonage that it is an internet provider issue and of course the internet provider blames Vonage. I have been told by Tier 3 support in New Jersey that I can cancel my service without completing my contract, but of course the idiots in India refuse to confirm this. I am paying for services that are sooooooooo bad and this company refuses to work with me or allow me to transfer my service early. I need to port my number to a new provider, but can't do this because "ACCOUNT MANAGEMENT" won't confirm that I can terminate my contract early. As a consumer who pays for services and the services don't work properly, they should not be forced to continue the service and again people here onshore advise that I can leave, but my hands are tied.
Please for the sake of YOUR SANITY don't switch to Vonage.

Posted by Anonymous


I am not able to call local numbers and I NEED to contact my doctor. I have called three times to no avail-I am beyond frustrated with Vonage services Please help me resolve this problem. I am almost frustrated enough to go with an other company.

Posted by Flexpipes


Vonage prices steadily increase, then when you want to cancel, they give you a deal. What they DON'T tell you is, it extends your contract. End fees never end, do yourself a favor, and stay away.

Posted by Susankc


Well the reviews are right, Vonage sucks AND they will not stand by their contract. They took $97 from my account even though I have a contract in hand that exempts me from this fee. Vonage said that they can't honor their contract . WTF? I am disputing this charge. AND every day I will post on consumer sites this situation. So, Vonage don't do a money grab. Keep out of my bank account.

I dumped Vonage because the quality of calls were bad, service interruptions and poor tech help. They blamed it on my slow internet. I have super fast Google Fiber.

Posted by hdorai


Service personnel's limited knowledge of English made communication on a difficult topic very arduous. This happened on 3 occasions.

Posted by Anonymous


I am a pissed customer. I am not able to use your services to call Nassau Bahamas and also on calls in USA, and calls to Canada are always cut short and when trying to reconnect you may be able to get through or not.
I NEED to be able to call the Bahamas otherwise I will have to consider getting another provider

Posted by Anonymous


My home phone with Vonage is out. My internet computer is on. A. T. & T. techs

just replaced my Modem yesterday which they said was out. they were unable to re-connect my Vonage home telephone. My telephone, which I use for business, has been out for a week and the computer then became inoperable day before yesterday. I am 81 years old, widowed about one year ago, live alone, with recent fall and cracked ribs. Most people do not even know anything but my home phone number. Please contact me ASAP on. Thank you. Jeannie Marsh

Posted by Anonymous


Vonage is charging me for a service I don't have, the service and Vonage phone does not work. I will be sending this information to fox 2 news, with a shame alert on Vonage phone service. Vonage send out a box with no dial tone for a phone service and bills the customers for no service.

Posted by fishinmke


I called the other day & talked to 2 people. They were suppose to call back.About getting tech cause alarm wasn't right. Vonage drops calls all the time. Either get herean fix or take out.

Posted by dpwarner


Signed up with Vonage September 2014, $17.80 month for 2 lines (2 telephone numbers).Auto billed my AMEX card 11 months and never ported either number from AT&T, nor notified me of their failure to port.

Vonage told me they would handle everything on their end and the AT&T service would automatically cancel because the numbers would transfer over...all I had to do was plug the Vonage VOIP in my wall. Meanwhile my husbands is being auto billed by AT&T. Turns out we had never left AT&T (the numbers were still there) and I had been duped into believing I was utilizing Vonage service - which is why I never questioned the $17.80 per month charge on AMEX. The upshot is this: they refused to refund $195.80 (11 months of service) - even after it had been escalated to a 'senior supervisor' level.

They confirmed through their records that there had been absolutely no activity (usage) on the Vonage account and that THEY failed to port the number. I offered an alternative....give me 11 months of free service going forward, port the 2 numbers and we will call it even, No, they would not do that because they don't have a 'billing code' for 'free' ($0 per month), and it was against their policies. Further $17.80 per month was for 1 phone number, not 2 - 2 numbers would double the price to $35.60 per month. Whoa wait one second...I specifically signed up with with Vonage in order to SAVE money over our AT&T bill, not spend more.

I explained that my original sales representative signed me up for a special 2 for 1 deal = $17.80 month (9.99 + tax) - no contract, price never expires and never goes up AND I GET 2 LINES. That deal + the price is what convinced me to switch. Turns out that not only was I defrauded by the company, fleeced/refused a refund of $195.80, but I was also lied to by the 'new customer acquisition department'. My customer retention specialist (cancellation department) refused every remedy I proposed and told me perhaps I could dispute the charges with AMEX.

So AMEX is supposed to eat the cost for their fraud? Doesn't that mean that AMEX customers eat the cost?

My failure to double check their work and make sure they did what they said they would do, cost me $195 bucks.Beware.

PS - the reason it took so long to 'catch' the mistake was because AT&T was being charged to a business credit card held by my husband, Only when he approached me and asked why AT$T was still billing - 'I though you switched us to Vonage' - did I start to investigate and uncovered all of the above shenanigans.

Posted by bzyshopper


Very poor service. They entice you with low starting rate and then raise them to as much as reg. phone. They are rude on the phone. When you cancel your service you are told you have to pay that very second any unpaid balance. or they immediately turn you over to a collection agency. I canceled on a Tues, told them I would pay Friday when I got paid, said that wasn't good enough. Use a credit card, borrow it or do what ever you need to pay now, they don't care. Their nuts "DON'T USE THEM" there are other voiceover companies use them...
They told me I didn't need to return the equipment... So now I'm waiting to be billed for it also. Bad customer service... "STAY AWAY FROM THEM!"

Posted by Anonymous


They literally get your money and don't give you service. I was charged for calls that never get connected!

Posted by phillip


A lot of their phone support people are poorly trained. They just don't know how to implement the Vonage software offered. You would think if you're a customer for over 2-years, spending over 500.00 per month for their phone services, that you could get someone on the phone that understood how to implement their software. Over the years, with the few calls that I have made to them, most of the support has been very poor.

Posted by glenn


very rude and condescending customer service specialists. very unprofessional

Posted by DAMARIS


in 7 years that I live in USA, swindler company is the most I've seen, never sign a contract with them or authorize me monthly draw money from my card and just buy the phone, to send them to Cuba, I've never used and anyone explain me what this is, it is a total fraud, DO NOT BUY Vonage, Vonage DO NOT BUY !!!!!

Posted by Ssebo81


Vonage connected me to numbers other than the one I dialed, charged me for 2 minutes when my phone time read only 54 seconds, stole a minute from my account countless times when the phone only rang, told me they knew about the system stealing 1 minute when the phone only rang but refused to fix it, and played a recording several times that said I didn't have enough credit to make a call when I clearly did. Their service is wretched and they are nothing but dirty thieves!

Posted by Anonymous


Vonage offers the worst customer service available... routing customer calls to Mexico, Nicaragua and the Philippines where well-meaning and "Americanized" agents do absolutely nothing to answer questions and then disconnect calls in midstream. This compnay appears to be a joke, a really bad one. HORRIBLE EXPERIENCE - DON"T USE THIS COMPANY

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Posted by Anonymous


I have had Vonage service for a bit over 4 years (VonageWorld) and it is fantastic. Contrary to another review, they DO offer unlimited calling -- just be sure you are on that plan !! On the few occasions I have had to call, their tech support personnel actually DO know their stuff in 99% of the cases.

What I do NOT like are the outsourced agents whose dialect is so thick they are barely understandable. In fairness, they do try to enunciate better if you ask but it's still a challenge. (Compared to a certain major internet and cable tv provider who's outsourced reps can't even enunciate much less understand their product, Vonage is great.)

Best of all: only 1 price increase in all this time other than increases in government FEES and TAXES which occur with all telecommunication companies.

Drop the rest: go with Vonage.

Posted by Midwest


Vonage customer for 3+ years ... fantastic service/rates/tech support ! We have VonageWorld w/a virtual number. There has only been one (1) rate increase and that was $1/month (other than taxes/fees that all phone providers are required to have).
BEST: Tech support is spot on correct, friendly and KNOWLEDGEABLE. Even some of the outsourced reps make a point of speaking clearly. If one sends an email, the response is direct and to the point .. none of the canned response junk.

Just wish Vonage would offer "call blocking". However, most Panasonic cordless phones have that feature.

Vonage is GREAT. Don't even consider VOIP phone service thru Con-cast or the others.

Posted by repoanything


I have been a vonage customer from the start(first 10,000 customer) and while ome times over the years the service went thru some growing pains, I have been very happy with my service. I would recommend Vonage to any of my friends or family! Keep up the good work

Jeff Koistinen
Marana AZ

Posted by Anonymous


vonage is giving very poor service to customer and sueing them for very poor mobile service to dont do business with they owe me lot money .refund money back to my card now

Posted by fastnfurious18m


People that usually have a problem with Vonage usually are quick to judge. First of all when people have audio issues typically its due to the internet service which can be fixed usually with a tech visit. Second of all there are complains about the price when the general public doesn't understand that alot of these taxes and fees are imposed by the govt since they started charging VOIP companies. As far as I know the price really hasn't changed since the beginning. International callers abuse the amount of calls they make which in turn effects other customers so there has to be a reasoable use policy which almost all VOIP companies have now!

Speaking of International please tell me what company does not outsource these days. And if they don't there is usually judiciously long wait times double triple of that from Vonage or they just have online chat support which is a joke.

People are under the impression that we have contracts which is not true. IF anything they just started one year agreements recently but you also get really good deal as well as a diminishing disco fee thru the year. Tell me what company that does that.

I also hear customer that say they dont notice they are being charged for months or years. Are you kidding me I check my statements atleast weekly.

So if anyone wants to bash Vonage go ahead but do your research first. Don't tell me anyone like Magic Jack or Net Talk has more features and dont tell me that Vonage did not start International calling at an affordable price from both home and cell phone first.

Posted by Ken1st


Excellent Service. Tech understood and made immediate Correction.
Vonage service is second tp none.

Posted by ironman


Great service, never a problem, saved me a ton of money over the years.

Posted by nikita dailey


hello,my name is nikita dailey and i just recently signed up for vonage home service and i want to just SHOUT out to all my friends and family how wonderful you guys are.I am so pleased with the level of customer service i received.im loving it and just wanted to say thanks so much.I wish i would have known about vonage a long ago,but im glad to have your services now--special kudos for customer care rep pam kerns who really knows how to make a person feel special,she was so caring and informative and actually called me back to update me on my phone number transfer because she knew i was worried about it,thanks ms kerns and thanks vonage for hiring such caring people.im looking forward to being a customer for a long time to come.

Posted by cafebarba


vonage customer service is exemplary..
They appear to be trained to stay on the phone until they resolve the issue.. They are empowered.. adn there is little wait time..

Posted by Vonage CX


I have had Vonage for about 6 years and LOVE it! There have been times when I have had issues, but that is true for any company.

Some of the issues I'm reading about here may be due to their type of internet connection. The better your line-speed, the better your sound quality. So if you have DSL, for example, you WILL have sound quality issues.

I recommend the service on a regular basis and those that have signed up have had great results as well.

My ONLY complaint is that when I have had issues in the past, the outsourced tech support was diffucult to deal with, but domestic support is excellent.

Posted by Anonymous


Today was my first time having to use technical suppoet and Ty was my customer serive rep. and his service was good.Thank You Ty, Molly

Posted by PistolPete


I have had Vonage VoIP service since April of 2008. The only problem I have had is the Modem died and I had to buy a new one, pretty pricy. I recently decided to modify my service and the customer service rep was very helpful in helping me select a more cost effective service. I've had a few glitches, but everytime I call customer service they are helpful. My experience with Vonage have been glowing examples compared to other providers such as Verizon and Comcast.

Posted by Anonymous


Keisha help me ms gibson with connecting my services she did an awesome job keep up the good work and give her a raises she was great and thanks to you all for the services

Posted by Anonymous


I have had Vonage phone service for a year with out any problems. I can recommend the service without hesitation.
I just spoke to a customer service representative and she answered all my questions concerning lesser minute plans quickly and fully.
My only concern is the cost rises but so do all my other cable and high speed internet services.

Posted by Anonymous


I have had vonage since Oct 2005. yep, five years almost. No issues, oh once in awhile i can't get to the web interface but not often, I forward my calls to my cell when I am at work, they sent me a new modem after mine was three years old. Hooked it up, five minutes, it worked fine. When my power went out for five days, due to an ice storm, vonage service forwarded all my calls to my cell phone, no missed calls. I have a virtual number for my sister to call me from CA, I had an 800 number for awhile as well. I still love this service to this day. And the price is right. All my family live out of state so the phone bill was going to be outrageous with any other service, not vonage, its 25.00 a month...for the last five years. No surprises. yep they have my credit card, yep they charge it every month, nope no one has ripped me off yet. Guess I have just had excellent luck.

Posted by Anonymous


Pleased with response. Kyle very helpful. HELEN WHITE

Posted by R.Bruyn


My name is Richard Bruyn and I had purchased a Netgear wireless-N300 Router.
Had problems hooking it up in conjunction with the Linksys broadband Router to the point that I was going to return it to Best Buy.
But before returning it I called Vonage and a gentleman by the name of Tyrone Williams walked me through the whole process. It works fine and I am very grateful for that.
Sincerely,
Richard Bruyn
Goleta, CA.

Posted by BrainStorm


I have been with Vonage since 2003. I think they are great. I have not been 100% happy all of the time, but who has with any company. They have saved me thousands of dollars.

I do NOT work for them, I am a customer.

Posted by Nice Vonage


Good customer care.. They r very good in all.. Thanks..

Posted by Happydays


I have had vonage on lines in 3 different houses for the last 5 years. I have never had a problem that was not due to computer/server/comcast problems. Vonage reps have always been great. I just wish they were 24hour help. They need to get with it and make help at least available 7 days a week. I would recommend this service to anyone. One caveat...before you sign up for global service to 60 counties try by the minute pricing. It usually turns out to be cheaper.

Posted by Qsi,Inc.


customer service reps are friendly and very helpful. The Vonage network is very unreliable and not of good quality, but always get great help anytime I call customer service. They always know what they are going, I just always have some problems every couple of weeks.

Posted by Anonymous


I had an issue with my fax working and after several tries I called the vonage # for customer service. I got Beth who was polite and accomodating . She went over and walked me through settings on my sharp fax machine . I rebooted all my hardware, she hung up and did some technical fixes and as she promised called back, sent me a test fax, I sent my original fax and it was all done. It was a stellar performance as far as i am concerned . Bravo Beth and vonage !!!!

Posted by Anonymous


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

Posted by goodride


Vonage was great for me (good call quality, etc), but after I found Magicjack for $20 a year (that's right, about the cost of one month of Vonage), having Vonage really made no sense anymore. Sure, it means I have to have my computer on to receive calls, but I used the Vonage line so infrequently, it didn't make sense anymore. I've been on the phone with a very courteous customer service rep for about 10 minutes as they continually try to keep me as a customer (free 2 months of service, who knows what else they'll offer next). I had to tell her that I wanted my account canceled no matter what.

Posted by randy


I have used this service for over 2 years. No problems....saved some cash as well.

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Posted by VonageEmp


Vonage Tech rep here. If the call reaches either India or Philippines, stop getting a mental block that the issue won't be resolved. We've been trained properly and paid properly. Most of the times, if people could simply follow instructions, the issue will be fixed. We don't have a magic button to press and resolve the issue. We need to probe and get all the required information. Lets say if it's an audio issue, most of the times, you people make it a big deal even to look the Vonage device and tell us where the cables are connected. Sales people lie. Wake up people. It's called the sales department for a reason. That's what every corporate does. If you're signing up for something, take 30 mins to go through the Terms of Service. It's not a big deal, right? Thanks.

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Executive Response Team
888-580-4020

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