I have been trying to get in touch with Vonage for quite some time as I wasn't able to download and install the app in my new phone as the password was lost by my old secretary. Whilst, I rang a numbe... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
The phone service from Vonage is second to none, but there are a lot of good phone systems. Where I've found Vonage excel is in their customer service and, every time I contact Vonage Business they'r... See more
Company replied
We have been experiencing issues with our recorded message not playing when calls were unanswered. I had an online chat today with an adviser named Shelter who was extremely helpful and polite.... See more
Company replied
Had a great experience with Vonage support line. Specifically, we wanted to add a call queue to our business phone so that it wouldn't hang up on people after a period of time. I looked for a support... See more
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Company details
- Phone and Internet Service
- Call Center
- Software Company
- Telecommunications Service Provider
- Video Conferencing Service
Written by the company
We’re making business communications more flexible, intelligent, and personal, to help all sizes of businesses the world over stay ahead. We provide unified communications, contact centers and programmable communications APIs, built on the world's most flexible cloud communications platform.
Contact info
15 Bonhill Street, EC2A 4DN, London, United Kingdom
- +44 330 808 9348
- review@vonage.com
- www.vonage.co.uk
4.6
Excellent
3K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 1 week
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Extremely Poor Service Experience with Vonage
Dear Vonage Team,
I am writing this as both a formal complaint and a reflection of the ongoing issues we have been experiencing with Vonage, which have now reached a critical stage and caused severe damage to our business.
We have been loyal customers for over four years, but in the last six months the service quality has dropped significantly. The most concerning issues are:
Missing call recordings and logs across multiple extensions.
Voice glitches and technical failures during active calls, with clients reporting unclear audio.
Repeated delays in support response – no dedicated account manager, no proactive resolution, and only being passed around different teams with no accountability.
Extremely lethargic and irresponsible handling of cases, leading to unresolved issues for months.
Direct financial losses – we have had to process refunds to over 5 clients, totalling more than £4,000, purely because critical call recordings were unavailable to protect our position.
These failures have not only caused financial loss but also damaged our reputation and credibility with clients. It is unacceptable for a business-class service provider to operate with such negligence, particularly when accurate records and reliable communication are essential.
June 10, 2025
Unprompted review
Reply from Vonage for Businesses | United Kingdom & Europe
Thank you for taking the time to share your concerns with us. We sincerely apologize for the difficulties you’ve experienced and for the economic impact these issues have had on your business. We understand how important reliable communication and accurate records are, and we regret the frustration this has caused.
Our team has thoroughly investigated the matter, identified the root cause, and provided you with the answers you requested. Please rest assured that we are committed to addressing these issues and learning from this situation to strengthen our service.
For security and privacy reasons, we do not have access to customer call recordings. Safeguarding what’s important to you remains one of our highest priorities, and while this sometimes limits the access we have to your data, it ensures that your information is always protected.
We value your loyalty and thank you for bringing this to our attention, as it helps us improve and deliver a more reliable experience moving forward.
Kind regards,
John
Vonage business support
ABSOLUTELY THE WORST
ABSOLUTELY THE WORST! Billing you when they shouldn't, making it near impossible to talk to people and when you do, they refuse to take ownership.
If you are in business and need your phone to run your business, heed my polite caution, AVOID VONAGE AT ALL COSTS.
Read the one star reviews which appear genuine.
The many 5 star reviews seem fake
August 26, 2025
Unprompted review
Reply from Vonage for Businesses | United Kingdom & Europe
We’re truly sorry to hear about the difficulties you’ve experienced. We understand how frustrating issues with billing and support can be, especially when reliable service is so important for running a business. Feedback like yours is very important to us, and we’ll be using it as an opportunity to reflect and improve the way we support our customers moving forward.
Regards,
John
Vonage business support
Shelter - thank you for your help!
Shelter, amazing Service & Credit to Vonage. I had a slight tech issue, shelter was very patient and helpful, talked me through the issue and was able to solve the problem. Thank you!
August 25, 2025
Unprompted review
Reply from Vonage for Businesses | United Kingdom & Europe
Thank you for sharing such wonderful feedback! We’re delighted to hear that Shelter was able to guide you through the issue with patience and get everything resolved. We’ll make sure your kind words are passed on—she’s truly a credit to our team.
We really appreciate you taking the time to let us know.
Best regards,
John
Vonage business support
Efficient chat help to fix billing problem
Having problems getting monthly bills emailed to us. Shelter was agent that dealt with request in a very time efficient manner. Whilst I could not download the bills myself she downloaded them for me. I now have a happy accountant as we have been trying to get this problem fixed for months.
August 22, 2025
Unprompted review
Reply from Vonage for Businesses | United Kingdom & Europe
Thank you so much for your kind feedback! We’re really glad to hear that Shelter was able to quickly get this sorted for you.
If you ever run into any similar issues again, please don’t hesitate to reach out—we’ll be happy to help.
Best regards,
John
Vonage business support
Best Customer Service
August 21, 2025
Unprompted review
Reply from Vonage for Businesses | United Kingdom & Europe
Thank you for sharing such wonderful feedback!
Kind regards,
John
Vonage business support
Unable to speak to a human
The phone system worked ok, albeit difficult to set up. The issue is the customer service when you need to change something, or heavens forbid, actually try and talk to someone.
After finding an alternative, I've ported the number, but then received an email from Vonage telling me I needed to also cancel the account. But you can't do that online via your account, you need to contact someone. But you can't actually contact anyone because the phone number they provide is residential only. This is TYPICAL of Vonage and the main reason I am leaving.
August 19, 2025
Unprompted review
Reply from Vonage for Businesses | United Kingdom & Europe
Thank you for taking the time to share your thoughts. We can confirm that your cancellation request has been received and will be handled in line with our Terms of Service. As a reminder, you can terminate this Agreement in full, or some but not all of your lines, seats, extensions and other features of the Service, at any time for any reason by providing at least thirty (30) days’ notice here: https://businesssupport.vonage.co.uk/contactus
If you need any further clarification or support along the way, our team will be happy to assist.
Best regards,
John
Vonage business support
I had the pleasure of chatting to…
I had the pleasure of chatting to Shelter with regard to voicemail and call forwarding on my new account. It wasn't straight forward and they were quick, efficient and easy to communicate with
Good Job Shelter :)
August 18, 2025
Unprompted review
Reply from Vonage for Businesses | United Kingdom & Europe
We’re so glad to hear Shelter was able to help you with voicemail and call forwarding on your new account! It’s great that you found the support quick, efficient, and easy to follow—we’ll make sure Shelter sees your kind words. 🙂
Best regards,
John
Vonage business support
The best customer support!
You can absolutely trust if you have any issues the Vonage support team will promptly and efficiently resolve them.
I had Tuwanda and Tomiris help me with an issue today and they could not have been more understanding and efficient with their responses.
August 15, 2025
Unprompted review
Reply from Vonage for Businesses | United Kingdom & Europe
Thank you for such wonderful feedback! We’re so pleased to hear that Tuwanda and Tomiris were able to support you so promptly and with great understanding. We’ll be sure to share your kind words with them—they’ll be thrilled!
All the best,
John
Vonage business support
Ange was great
Ange was great
They resolved my query in a few minutes
Emails get very prompt responses as well
August 15, 2025
Unprompted review
Reply from Vonage for Businesses | United Kingdom & Europe
Thanks so much for sharing your experience! We’re delighted to hear that Ange was able to resolve your query so quickly and that our email support has been prompt too. We’ll be sure to pass along your kind words—it’ll mean a lot.
Best wishes,
John
Vonage business support
excellent customer service from Vonage
August 15, 2025
Unprompted review
Reply from Vonage for Businesses | United Kingdom & Europe
Thank you for your lovely feedback! We’re so glad to hear you’ve had an excellent experience with our customer service team. Your support means a lot to us, and we’ll keep working hard to give you the best service possible.
Best regards,
John
Vonage business support
Great support from Shelter at vonage…
Great support from Shelter at vonage today. Solved a problem on the phone app and another on a base station move.
August 14, 2025
Unprompted review
Reply from Vonage for Businesses | United Kingdom & Europe
Thanks so much for your kind words! We're delighted to hear that Shelter was able to get both your app and base station sorted smoothly. We'll be sure to share your feedback with her—it’ll make her day!
We’re always here if you need anything else.
Best regards,
John
Vonage business support
Polite and efficient chat
Polite and efficient chat. Still working to find the solution, but the AI bot was refreshingly brief and passed me along to a human agent quickly.
August 14, 2025
Unprompted review
Reply from Vonage for Businesses | United Kingdom & Europe
Thank you for your feedback! We’re glad you found the chat polite and efficient, and that our bot was able to connect you to an agent quickly. We’ll continue working on your case to ensure we find the right solution.
Kind regards,
John
Vonage Business Support
I am super satisfied with their…
I am super satisfied with their customer service. I needed help twice and they supported me fully and perfectly.
Shelter and Agne both supported me perfectly.
August 13, 2025
Unprompted review
Reply from Vonage for Businesses | United Kingdom & Europe
Thank you for sharing your experience! We’re thrilled to hear you’re so satisfied with our customer service and that both Shelter and Ange were able to assist you fully and perfectly on both occasions. We’ll make sure they know about your kind words—it will mean a lot to them.
We appreciate your trust and look forward to continuing to support you whenever you need us.
Kind regards,
John
Vonage Business Support
Ange was so helpful in helping me set…
Ange was so helpful in helping me set up my business phone.
August 12, 2025
Unprompted review
Reply from Vonage for Businesses | United Kingdom & Europe
Thank you for your review! We’re so pleased Ange could help you get your business phone set up smoothly. We’ll be sure to pass along your kind words.
Warm regards,
John
Vonage Business Support
Shelter was super friendly and helpful
Shelter was super friendly and helpful, had my enquiry sorted in minutes highly recommend using this service
August 12, 2025
Unprompted review
Reply from Vonage for Businesses | United Kingdom & Europe
Thank you for your feedback! We’re delighted to hear Shelter provided prompt and excellent service. We’ll be sure to share your kind words with her.
Kind regards,
John
Vonage Business Support
Shelter was very prompt in responding…
Shelter was very prompt in responding to my queries, excellent service
August 12, 2025
Unprompted review
Reply from Vonage for Businesses | United Kingdom & Europe
Thank you for your feedback! We’re delighted to hear Shelter provided prompt and excellent service. We’ll be sure to share your kind words with her.
Kind regards,
John
Vonage Business Support
Orji has provided the swift and easy…
Orji has provided the swift and easy service and i trust Vonage as i have used in past never had any issues with Vonage app for business calls i believe Orji has explained the fastest way to get Vonage and with his support i would get better results.
August 8, 2025
Unprompted review
Reply from Vonage for Businesses | United Kingdom & Europe
Thank you for your kind words! We’re glad Orji could provide swift, helpful service and that you’ve had great experiences with the Vonage app. We appreciate your trust and look forward to supporting your business.
Kind regards,
John
Vonage business support
I have been with Vonage for many years…
I have been with Vonage for many years and the level of service is excellent, purchased a hand set from Amazon, had a few issues connecting it, no problem. I contacted Vonage Chat and Tuwanda took care of the whole process, phone now up and running and ready to go!
August 6, 2025
Unprompted review
Reply from Vonage for Businesses | United Kingdom & Europe
Thank you for your continued loyalty over the years—it truly means a lot to us! We're so pleased to hear that Tuwanda was able to get your handset set up and running smoothly.
We’ll be sure to pass along your kind words to Tuwanda. If you ever need anything in the future, our team is always here to help.
Best regards,
John
Vonage business support
Problem resolved
I had contact with 2 members of the Vonage Team (Shelter and Orji) to resolve my issue as there were 2 different elements to it - they were both fantastic. They were patient, professional and got my issues resolved promptly.
I wouldn't hesitate to recommend with of them and the support provided by Vonage.
August 6, 2025
Unprompted review
Reply from Vonage for Businesses | United Kingdom & Europe
Thank you so much for your wonderful feedback! We're delighted to hear that both Shelter and Orji provided such great support and were able to resolve your issues promptly and professionally.
Your kind words mean a lot, and we’ll be sure to share them with the team. It’s great to know you’d recommend us—thank you for the trust!
If you ever need anything else, we’re always here to help.
Best regards,
John
Vonage business support
Shelter was extemely helpful and…
Shelter was extemely helpful and resolved an issue I had with voicemail very quickly.
August 6, 2025
Unprompted review
Reply from Vonage for Businesses | United Kingdom & Europe
Thank you for the lovely feedback! We're so pleased to hear that Shelter was able to resolve your voicemail issue quickly and efficiently. We’ll make sure your kind words are shared with them!
If you need any further assistance, we’re always happy to help.
Warm regards,
John
Vonage business support
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