Vonage for Home Phone | United Kingdom  Reviews 

Wrong equipment sent caused delays accessing the phone service. I received my Vonage adapter within 2 days of the original order which was very impressive. I plugged in as instructed but could not get a blue light confirming the phone was connected. Incoming calls went to voicemail but outgoing calls stated the line is not ready or connected. It took 3 calls and 4 days of speaking with different tech support staff to identify Vonage had sent the wrong adapter box and a new box arrived 2 days later. I now need to return the old box at my own expense for their error. Vonage, you need to improve your tech support "decision trees" and offer a returns service associated with a customer-focussed company.

I emailed vonage to ask a question they said they would reply within 24 hours, no response not even a courtesy message to say we will get back to you.

I requested that they phone me again no respone. I have a time sensitive question and I deeply regret signing up to this company. If i could cancel I would. I can not believe this is the company that plusnet support staff are sign posting people to. Judging by trust pilot reviews this is standard service not an exception

We have tried to talk to their sales team many times, when choosing option 2 the phone goes dead. Tried option 3 customer service with the same result. Have requested call back and left messages asking for a call back but absolutely nothing. It doesn't bode well if we have this much difficulty even trying to place an order. It's almost as if they don't want the business. Mr & Mrs Sison.

Attempted to open account using their web site but VISA debit card rejected despite being in perfectly good order. Tried again using a VISA Credit card, same thing happened. Checked billing name was same as on card and data was correct. Attempted using call centre to open account, absolutely disastrous, it ended up offering a callback which has not happened. Used web contact form, received usual call centre "support" telling me which cards were acceptable which I already knew from their FAQ, then suggested I call back the same number !!!! I thought Virgin Media support was bad but these people are even worse. They give no indication that they could cope with a serious tech. question if a problem occured. I'm OUT, wouldn't touch them with a barge pole.
Update: Reply from company says it is the bank's fault. I have used my cards again today with no problem using same information. Case proved... it must be my fault and not their website, no proactive response or interest in fixing a possible problem . There are several other instances of this attitude in previous 1 star reviews above.

I have tried calling. no answer. left a message. left a request on line, nearly 2 days later no reply. Decided I would talk to their customer services, told to press 3. Message came up invalid number. I am trying to sign up with them, pretty poor service, I wonder how much business they lose because of their sales department. Having my doubts about going with them after this

I had a billing query on something I didn’t quite understand. I was helped quickly ,cheerfully and professionally by the support team .Great customer service .

worst company ever customer service refuse Subject Access Request on 3 occasions lie to customers and talk over the top of them. Dont listen to the customer. Keep accounts open and take money after account closed but they dont close it. All calls directed to INDIA so no surprise not going to get anywhere and all requests refused.
AVOID IF POSSIBLE

I have used Vonage for around 10 years now and have got nothing but great experiences from them. On the rare occasion that I have had an issue the helpline has been really swift to answer my cal. They have dealt with the issue or educated me on how to avoid such an issue really professionally. I have nothing but good things to say about them - great products/service that works really well and one the best customer services I have ever come across.....REALLY!!!!

I was so pleased to find an independent home digital voice provider in the UK so I could use my own mesh router with digital voice rather than be tied to BT’s Smart Hub. The whole process of ordering it, receiving the small Vonage box and setting it up could not have been easier. Porting my landline number was also a breeze. Telephone contact with Vonage was straightforward and agents were knowledgable and clear in their advice. Highly recommended.

Extremely helpful, professional and great to deal with. Did exactly what they said they would and made an extra effort to help get us up and running. Really excellent.

I've been trying for about 2 weeks now to get a plan. Both online and telephone. Website won't complete transaction, cannot get any response from phone. Number and name left several times. No response. Can't give money away!!!!

Kim was really helpful and responded quickly to my requests for support (as did technical support when contacted). Excellent experience so far. Fingers crossed!

Vonage simply refuse to answer their sales line and never phone me back, despite leaving my name and number many times.
They are obviously not interested in getting my business.
A quick update with a revised rating.
Vonage were kind enough to contact me after my initial review. They were persistent despite local issues with the mobile network. Kim was able to answer my questions and I decided to proceed.
My Vonage box arrived and it was so easy to install. The next day my home phone number was transferred over with only a few hours of no service. Vonage even phoned to make sure I had no issues.
Everything works as it did before with much better sound quality and a whole host of new features, oh and it costs a lot less.

Simply superb, after a minor hiccup trying to contact sales I spoke to a Gentleman in customer services, who explained how to join up and more importantly, transfer my landline number from Plusnet to Vonage, I placed an order on Friday 17th October , the Vonage box arrived on the following Wednesday, I connected it up and was up and running with a temporary number in a few minutes, I then made and received one call and started the transfer, Vonage handled everything and my land-line number was transferred in just SIX days! (including the weekend) I had been expecting it to take much longer, the transfer went seamlessly on the day.
The quality of the calls is much better than my old analogue line.
I can recommend Vonage 100%, superb service from start to finish.

They are very difficult people to get hold of.

I've been trying to get sense out of them for over a week.

Some of the webpages don't work, they do say it's their fault.

I've tried emailing them but I got a reply from some who's name I can't pronounce. They obvious hadn't read my email, or if they had they hadn't understood it. They were insisting that I had to have an account with them before they could help. 'New Customers' by definition don't have an account.

They must be in the very fortunate position of having more potential customers than they know what to do with. Which then raises the concern that if the Sales people are this bad what would the support people be like.

I must have phoned them at least a dozen times, a different times of the day, and I never got through to anyone.

On select an option for Residential (2), I press '2', but it loops around and keeps asking the same questions. I think I entered '222' and got into a queue. This didn't last long before I was asked to 'leave my name and number, and someone would get back to me'.

They did get back to me many hours later, but I was having my haircut at the time. There was a message left by a chap called Kim, with another telephone number to call back on. I thought this was a positive sign because I'd noticed many good reviews when Kim was involved.
I phoned this number half a dozen times, and kept being asked to leave a message.
Then I ran out of opening hours as Vonage only seems to work 9-5.

I've spent many hours trying to get a result from these people. My natural logic, from previous experience with businesses, is never to force a business to do a job that they don't want to do, because invariably it doesn't end well.

These guys get quite good reviews, but is that just because there aren't really many alternatives.

I'm now considering if I really need a VOIP line as most of my calls are from my mum, 'my local energy advisor', and a company who have spent the last 10 years trying to track down Mr Figgins, who has never lived at my address anyway!

In desperation I did try to sign up online, thinking that I could always cancel if I didn’t like the service.
At this point it is probably fair to explain why I wanted to speak to someone. That was mainly about Porting my current telephone number, though there were other questions too.
My credit card provider, one of the main card providers, declined the Vonage request for payment because they weren’t apparently following the correct payment protocols. That is the first time my card provider have done that in over 20 years of having the card.
At this point I’d had enough and found an alternative VOIP provider.
I’ve also asked my ‘full fibre’ broadband provider why they recommend Vonage, because recommending a company like this might reflect badly on them.
To be fair Vonage have had good reviews in the past, but recently that appears to have changed.
To me good customer service matters a lot, one of my reasons for going through the hassle of changing broadband provider, VOIP etc is to get away from high priced poor service.
So far my new providers have provided good customer service at a fair/reasonable price.
I will Vonage well and hope they can improve their capacity to cope with the extra demand they appear to be suffering.

I have been with Vonage for 8 years. Always been very happy with the service. Recently, I had new broadband supplier. After they connected me, the landline didn't work. Phoned Vonage and a very helpful lady talked me through all the possible reasons. She spent nearly half an hour with me until we realised that the fault was entirely Plusnet!! She was kind and thorough at all times and did resolve the issue. As we are all going digital in the next 2 years, consider moving now to a company that is already set up for this. You can be sure your current landline provider won't be!!

The installation and set up was very easy.

Plusnet could not renew my broadband & phone package stating all analogue lines to be phased out 2025. Moved to virgin & vonage. Kim Grant explained process & timing & arranged for my existing landline number to be transferred. All worked smoothly. Many thanks.

I have to say that I'm amazed at this response. From the top - the manager I spoke with sounded very much like a woman and agreed with me that old numbers can be forwarded, but only if configured by the customer. On YOUR website, there are three options - no forwarding, 7 days free forwarding and then a monthly option with a small fee. The first technician I spoke with clearly didn't understand as I was asking about it while they configured everything. The second technician, similar to yourself, denied the existence of such a forwarding option. Could someone at Vonage do some research on this topic? I've been an avid Vonage supporter for probably over 15 years both in the US and here in the UK, but have to say I'm deeply troubled by the lack of basic knowledge of your product. Two technicians and two managers don't agree on your offerings.