Vonage - www.vonage.com

Has any one had an issue with vonage very recent because i just bought it and online review is very bad. with in 30 days i can cancel ateast if goes very bad.

You can sign up for a softphone account with Vonage and you think it will all be easy. Once you have the account the fun then starts. They don't tell you that the software will only work on old, unsupported software WinXP, OSX 9.4, essentially only software that's about 10 years old. You only find this out when you try and set up the software and find that it will either not run (OSX) or will not login (Windows). When you call their 'technical support' they reiterate that it will only run on out of date operating systems.

You feel like they are telling you to 'go away' and stop bothering them.

Please, if you are thinking of subscribing to a softphone, unless you have old computer equipment, don't. And, don't bother phoning the help desk, the read out the script that's available online.

Have a Vonage line, it was working fine, until it just started putting out a busy signal.

I have wasted about 3 hours on the phone with Vonage, no one has been able to solve my problem, so I tried to cancel a service that no longer works and they are unable to fix, I was told I would have to pay a cancellation fee for something that doesn't work! I kept trying to explain to the call centre in India that I shouldn't have to pay for a service that does not work and they are unable to fix, which was greeted with long silences and the option of being passed back to the technical team who decided to blame it on electricity. Now after over 2 hours of getting no where, I was offered a different service package called Vocalocity. I told them that they had horrible reviews and would not be appropriate for my company. After explaining that and pleading with them to fix the line, they passed me again to a different technical adviser, 20 minutes later absolutely no progress again. Just different excuses, again I was transferred back to an account manager almost 3 hours now and no solution to my problem, I finally gave up as it was beyond a joke.

So now I have 6 months left on my contract for a service that does not work and they are unable to fix.

I was a customer of Vonage for over 5 years. I wasn't using the service for several months and decided to cancel. After numerous attempts to sell me a service I wasn't going to use, the "customer service" representative stated that I would not get a refund for the amount that I still had credited to my account. She told me to look at the "contract" for clarification. It's extremely unfortunate that, after being a "loyal" customer (as the representative elegantly stated) for over 5 years, I am not even rewarded for my "loyalty" with a simple refund.

I know that I probably wont get a refund. Just wanted to let those who are considering to know the facts. There are plenty providers out there that offer cheaper and better service.

It was a great service... until now. I decided to look at all of the Vonage reviews on-line, and amazingly I find that I am among the many that had the same issue.

Thanks.

vonage fail to inform there customers that its not unlimited as they state they have a fair usage and if you go over the 2000 mins u get put up onto the highest business plan..been with vonage 7 years and never had a issue untill now..it seems its another false means of advertisement once again..how can unlimited be unlimited if ur set to 2000 mins..enought said..mr whitehouse

Gone over to Vonage from a BT landline. I read all the online reviews of Vonage & there are plenty of not so satisfied ones. However, many of these are a few years old & both bandwidth & technology has moved on since. The phone call to order it up was straight forward & pleasant. The box arrived two days later & set up was also straight forward & took approx 20 mins.

To be honest, I wasn't actually expecting much at all, these days it seems almost impossible to expect what you "should" get. To my utter delight, it all works perfectly! The line/voice clarity is actually superior to my BT landline! Using the broadband (laptop etc) at the same time makes no difference to the call at all. The features & value for money are outstanding here. Having full control of your account online & access to it, including voice-mail from anywhere is also a big bonus.

All in all, I am absolutely delighted with Vonage & the VOIP service I receive.

I will also add, there is no fair usage limit with the UK calling plan. A FOUR hour cut off does apply but that's more than fair as BT's is just ONE hour! After the 4 hours you can (if you have any breath left) hang up & redial to start a new 4 hour period. As far as I can make out the fair usage limit only applies to the V4i plan.

I have cut my cell and home phone charges a great deal. I love that I can use the extension on my cell phone. The call quality is quite good and the everything I use is included in my monthly charge.

On October, 2011 our outgoing calls were blocked by Vonage. We were told the card was declined for payment (which was attempted without prior notice) so the lines have been blocked. Being a 5 year long client having almost 60 lines, Vonage did not have even the slightest of courtesy to call and ask us about it. As Vonage is clearly aware that we are a sales call centre operating with significant number of lines hired through you with enormous number of outgoing calls. Our sales depend on our phone lines. For the whole day, off and on our lines were down for over 5 hours.

There has not been any communication by Vonage as to the decline of card, the suspension of outgoing calls or payment due before the invoicing date. Neither could we get a hold of any supervisor dspite numerous attempts.

In May 2011 (after it had already happened once in September 2010) the phone lines went down for outgoings. We had to suffer the whole day’s sales loss. We were not aware of the situation and Vonage lead us to believe that it was our fault that the card was not going through. The May 2011 incident was the second one of same nature. As soon as the lines were down we called Vonage helpline and they advised that payment was due, we told the representative that you have the card number, we can give you the expiry/security code. We were told Vonage already has that info but the card did not go through. We gave another card and it went fine.

All this happened again in October. On 20th October all day long off and on and then on 21st October morning again. The call records below will show you the times and dates of the calls.

If the lines are down, our business is down as long it does not get fixed. As admitted by the representatives and account management team, it was a glitch in Vonage’s system which “erroneously” changed our account status to “make a payment” which happens when a payment is overdue. In our case, there was not even an invoice created for a charge as the date for monthly invoice is the 28th of every month. Vonage charges our card periodically during a month for significant amounts as we progress with usage.

The problem as admitted by vonage reps. this was also with vonage’s online charging system which did not accept the credit cards we gave. After the 2 credit cards we gave you a third (debit) card which went through fine. This was after a long verbal brawl that the representative actually charged the card without waiting when she was told that it has been almost 3 hours since the lines are down.

There is evidently no devised way at vonage to update an account with an ongoing and recurrent issue for clients so that a representative could know what has been happening. Every time we call we need to go through the same security questions which delays the issue resolution at hand and then the representative appears at a loss about the problem and we have to reprise the whole situation from start to help them understand the severity of it.

The complaint handling procedure is so long and vonage has devised a period of 5 working days, which is the whole week and matters such as this for a sales call centre are time sensitive.

We had to call the “account manager – if you want to leave vonage” every time so that our query could be addressed immediately.

We spoke with the helpline who took the card details for new card in the morning, and did not return to us for the next hour or so. Following it up we found that they needed to get authorization from supervisor to charge new cards.

Then we rang back only to find there is delay. We spoke to John (ID 57410) who said the card was declined.

We called back again with a new card and spoke with Janice who took the card and charged it there and then while I was on phone. Now why would the other people not charge if the facility was already available, instead they made us wait for hours and caused loss of business. The service was activated

This was not the end of it, to our horror, within 15 minutes the lines went back offline. We rang again and spoke to Janice again, someone charged 1 more pound and made the status active.

Within 2minutes, it all started all over again. I had to call account management again, they told us there was some glitch in manual charging update with online update etc etc, they turned off (suspended) the account and reactivated it. This helped in keeping the service active for a couple of hours until around 6 pm when it all went blank and it happened again.

I had asked John to put me through to a supervisor the second time I spoke with him, I had to hold for over 20 minutes before I hung up and called again.

I was stressed out and called at 6 and spoke with Karen who reactivated it and told me she was “ESCALATING” this matter and senior management will address this issue immediately.

Next morning, the outgoing was blocked again for over 2 hours. We had to talk to many reps. and no supervisor called us despite our demand. Instead we had to keep following it with your people.

There have been several billing disputes as well for which Vonage did not pay us back, rather kept those sums of money for future payments.

I've had this for 3 years as a primary contact number for the USA and UK, and it's been entirely excellent the whole time. I've lost connectivity perhaps twice in the two years, but throughout the call quality has been as good as landline. It's easy, cheap and extremely effective.

Ive had Vonage for 2 months and I have only good things to say about the service. I've never had any real issues, the one time I called customer service, they were helpful and resolved my query in 5min. Otherwise it does what it says on the tin.

Good quality calls, unlimited to the countries in my plan. I would like unlimited mobile calling though please!