Vonage for Home | United States Reviews 

Very pleased with service!

Finally had some great customer experience dealing with Vonage. Language was not a barrier at all and was referred to someone else if needed.
I had delt with the company before in another state and never had a problem.

I have had Vonage for over 15 years now, and it is wonderful. There have never been any problems, and the agents are great.

Have been trying for over 6 weeks to get transfer of my old phone number without success. Every time I log into my account to check status it says "application submitted. We'll reach out if we have questions". First time I waited 4 weeks and finally I called (India) and was told I didn't put the correct pin number on the form. I resubmitted, waited another 2 weeks , called again and was told "oh, the zip code does not match". Called again and was told "Oh your old carrier has not accepted the application. Still don't know if this will ever resolve. The worst thing is that you just can't find out what is happening.

I had my phone number slammed. Vonage had gone out of their way to smoothly. Walked me through what has to be done in order to get my phone number back. They did an excellent job!

My problem hasn't been solved despite mu hanging on the phone for more than an hour. I'm paying for service that isn't being used!

Who can resist $15 a month to call just about any where? Service is wonderful.

This is part III of my review. I confirm that, as of today, September 22 2024, I have not received the email Vonage stated to have sent to the email address they have on file. I have no email in the junk folder, where they suggested to look. Vonage has been sending their invoices to my email address for more than ten years, there would be no reason for their correspondence to start going to the spam folder now.
Moreover, the following is the communication I received five minutes ago from the new carrier. I just covered my name:
"Hello -----,

Despite our best efforts, our CS team has not received the requested information to assist any further with this issue. If you are able to provide the requested information, please provide it in an update to this ticket.



Without response this ticket will automatically close in 48 hours."
Do I need to add anything more? I don't think so.

This is part II of my review. This Trustpilot account has my wife's name. I have not disclosed any personal information in my review, so how would Vonage be able to approve porting my phone number to the new carrier is a mystery to me, considering that they couldn't help a human being via phone calls and a chat. A crystal ball? In the meantime, my wife filed a complaint with Better Business Bureau. My rating remains as it is.
Oh, and I did not receive any email from Vonage. Not sure whom they have sent it to.

If there were a minus one million stars, Vonage would deserve that rating.
My wife and I have been Vonage customers for more than ten years. Our bill, once cheap, went up to around 45 Dollars. Vonage offers new customers deals which are way better. That means I am paying for someone else's good deal. And that does not sit right with me.
So, we decided to change carrier and port our number.
Our new carrier tried four times to port the number and Vonage constantly refused to do it, stating that the service address was wrong, the zip code was wrong, and today, that the name on the contract is not the right one. But my name is the only one on the contract. It's on my customer profile.
The new carrier asked me to tell Vonage to provide me with a CSR (Customer Service Record) so that they could solve the matter. My wife called Vonage twice and chatted with them once: but all the times Vonage denied the request. A request that it's related to my personal information as their customer.
Of course, they suggested looking at my profile online --which my wife did. All information is correct: address, zip code, and name on the contract. So, it is evident they have a problem. A problem that they are not willing to solve. Their customer service is useless, speaking to supervisors was, useless to say, impossible. I am sure we would have succeeded had we attempted to contact someone in the Senate. But Vonage supervisor, no.
And the problem is still there.
Bring your money someplace else!

Awful, awful service. Since their service started, I have not been able to receive calls. I can only make outgoing calls. I called Vonage's help line. The woman, from India, had such a thick accent I had to keep asking her to repeat herself. I called a few days later, after it was clear the porting hadn't worked. This woman also had a thick accent. I told her I couldn't understand her. She seemed to pretend my phone wasn't working out and hung up on me. I haven't had any problem with the phones. Just with Vonage. I cancelled our service the next day.

There REALLY needs to be a "ZERO STAR" option!
Vonage home deserves less that a ZERO rating but ZERO would be better than having to give them even one star, they don't deserve!
Outsourcing all "help" calls to the worst call center I have every had the misfortune to have to deal with. Wasting over 6 hours of my time, offered zero help from the worst trained, most incompetent staff "on the planet", supervisors included. What you can expect of you are foolish enough to attempt to use them to provide your VoIP 1) Web enrollment is very "glitched", the sign up process does not flow well, misses important steps like signing their "LOA" which is needed to transfer (port) you existing phone number to vonage. It took several calls over a week for the "help staff" for discover this error the promise over and over to fix it in "24 to 48 hours" ( they repeat this time frame for EVER issue's resolution, over and over) 2) Help staff can only create a "ticket" which the have to forward to "Tech at vonage" thus slowing the process of help to a crawl. 3) help staff are very wordy with apologizing, constantly and annoyingly.... "I'm so very, very sorry,I promise I will help, I understand and I will take care of this immediately.... BLAH, BLAH, BLAH! .
I had enough after weeks of my phone number never being "ported" and help blaming my former provider.
My former provider was very helpful, provided the real reason my number hadn't been ported, vonage didn't send it to them for 9 days, when the form did show up it had incorrect info on it and each re-submit contained even more incorrect info and they tried to blame me for their mistakes and could not figure out a solution but said "we will fix this is 24 to 48 hours) (help and supervisors disputed all this). 4 days later I insisted on end this and a refund. I could go on and on but I've wasted enough time dealing with vonage.

Signed for Vonage on April, currently almost June and unable to have my phone number ported, called several times and each time they are not able to get the porting number right.

I rated one star becoz there was nothing less than that… Worst Customer Service .. You have no option to cancel thw service than calling them… its cheating by dropping my cancellation call.. and then charging my account for the months that I did even open the package they sent. If you choose this service be prepared for a lot of headache

NEVER RECEIVED EMAIL. PLEASE RESEND

I Still don’t know,where Vonage wants me to reply. They keep on asking me to reply but do not refund.

I’ve been a Vonage customer for 16 years. They overcharged me $526 since February and they have been telling since then they are going to refund. I have called many times and spent hours on the phone with them, and still no refund. Beware, it has become risky to be their customer and even riskier to have them on automatic payment.

BEWARE OF BAD REFUND POLICY: I have been a long-time Vonage customer. I prepaided 12-months in advance. I have cancelled Vonage three months into this 12-month period and they will NOT PRORATE a refund for the remaining 9-months of unused service. UPDATE: After working my way up the supervisor ladder on five calls over three days they gave me a refund for 8 of the 9 months I am not using this service. If I hadn’t pushed (and posted this message) I probably wouldn’t have received a refund at all. They need to change their policy but I added a star because they did give me a partial refund.

Since ATT disconnected my traditional landline without my authorization and entered me into the VOIP phase which is suppose to be the new era for the city of Detroit, I have been disgusted in the performance, and the reliability, and the comfort I should have with feeling safe that my phone has a dial tone no matter what the weather looks like. Once I found out ATT had made the switch without my knowledge I hit the roof , made several complaints and they never came back out to replace my traditional line. VOIP phone in my opinion are NOT safe in anyone's home, if your power source is gone you have no way of reaching out for help. I have been for the last 2 years been writing to the Attorney General, BBB, our State Rep., to please let us take a vote on the Traditional landline vs VOIP and to not just let the switch take place. VOIP is not safe or reliable for our seniors, our children, for me, for NO ONE. You never know when you're gonna pick your phone up or it's just not ringing because it doesn't have a connection ?

I've had vonage for over 20 years. They will try to make money off you any way they can. I had 2 lines both annual plans. The primary line was up for renewal so I cancelled it as I didn't need it. They moved my secondary line that still had 7 months of credit on it to the primary line and said that there was no credit even though it was my only line. My primary line renewed for a whole year then and they charged me. I was within the 45 days to make a change and wanted a different plan. They made the change and then after 1 week still have not issued any credit back to me. They promised to refund me but they had to get "manager" approval. They never call back when they say their supposed to. UPDATE 03/13 After being on a call for 1 hour again to try and get the credit for the change of plan to a lower rate, I finally got it. Vonage did nothing on their end to facilitate that without me calling. They still never gave me any credit for the 7 months on the second line that I had paid for that they moved to my primary line. I would still look to other services for your VOIP needs. UPDATE 03/23 After seeing this review, the Executive Response Team reached out to me. They did refund me money from the 2nd line that was about what I should have gotten. That was good of them to do that. It shouldn't take a bad review to get Vonage to do the right thing. I will upgrade them from a 1 star because of that. It still shouldn't be that hard to have a company do the right thing.

I have spent hours on the phone trying to get messages from my phone. I have talked to supervisors, nothing gets fixed. Don't believe all the 5 star reviews

I used to carry a high opinion of Vonage, they seemed to care about the customer. Until recently. Any business that calls customers on Christmas day, loyal ones that have been with them for years that just happen to miss a payment due to an issue with the banking network, seeking money is not a business I want to support. I have cancelled my contract with them and have no intention of ever renewing.

I have been Vonage customer for over 15 years. I moved to Hong Kong 12 years earlier. My credit card on record expired after 12 years and by the time I got to know my Vonage service was suspended (I barely used Vonage service). They suspended the services and I cannot make any calls to my credit card company to resolve and now Vonage is asking me to pay for the services for the suspended months also. Means November and December there was no service and they are pushing me to pay or they will go to collection department. I don't live in US so it does not bother me at all. But I want to share the experience I got and how Vonage treats over 15 years old customers. So beware before you sign up for their service. Held the phone over 51 mins to speak with the supervisor and he does not have the time to talk. This is India customer service. I am told supervisor name Varun who cannot talk.
Customer rep name Solomon
Still on call with them for 60 mins as I write this review

Easy to work with, but your tech support needs to be trained better.