Gregory A Bav

Disgusted

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Absolutely the worst company ever. Calls from existing customers go on hold for up to 30 minutes and then get disconnected. Existing customer chat option once they connect and know it is an issue to resolve, the chat after ten minutes of idle time where the agent pretends to be researching the issue. The only way to instantly get through and get a live person is to select the new customer option from the IVR where the agent won't/can't help you, and when explaining the issue, they tell you that Customer Care is not taking calls and use the chat, then they disconnect the call when you push back.
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Preferred solution: Deliver product or service ordered

User's recommendation: STAY AWAY - LOOK AT THE REVIES - MONEY GRABBING COMPANY WITH NO RESPECT FOR ITS EXISTING CUSTOMERS

CURT C Xns

Tried to cancel

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Horrible experience- had it for years then tried to cancel. Next to impossible to cancel, cant do it through your account, on line- email or by mail. You have to call them- try to find their phone number, they dot provide it- only a way to chat with a robot and cancel service is not one of the robots options. Never, I mean Never, sign up with them
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Preferred solution: Let the company propose a solution

George S Cug

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Verified Reviewer

Appalling customer service

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Updated by user Nov 04, 2020

To add insult to Vonage's poor service, when the replacement box arrived, there is contact information on the packing slip.The online help center listed on the slip goes to a "we're a little lost sometimes" webpage, so doesn't work, and the toll-free #:1-86*-***-**** goes to a non-working number.This company truly has customer service problems that are totally unacceptable. Shame they can't get customer service together.

Original review Nov 04, 2020
I have been a customer for 25+ years with Vonage. My internet box has been causing calls to not be heard so I called to find out what can be done. The rep, speaking poor English and hard to understand, said she would ship a new one out to me. Then I see they charged my credit card almost $100 for this privilege! I was never told I had to pay for this box and I am truly disgusted with the company for charging me to solve their problem, not my problem!If someone can recommend another similar VoIP company, I want to switch. Shame given that I have been a loyal customer as long as I have been.
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Loss:
$100
Pros:
  • Works fine until you have a problem
Cons:
  • Appalling customer service
  • Charged for something i was never told would be charged

Preferred solution: Let the company propose a solution

User's recommendation: Don't use Vonage. If you have a problem, they will take advantage of you and not solve the problem

Indiana R

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Customer dissatisfaction

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We have not had full service since March of this year. We got in one call about March or April and they promised to send us a new router. when it did not arrive in 2 months and we could not get them on the phone, I chatted with a rep who also promised to send a new router. To date, nothing has arrived and they are still deducting $25.40 from my account. The only service I get is an delayed email when a caller leaves a message. In most cases, their system cannot transcribe the message so I essentially get no service whatsoever.
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Loss:
$250
Pros:
  • Promise of service to be provided
Cons:
  • Not responding to customer complaints

Preferred solution: Full refund

User's recommendation: Choose your telephone vendors carefully

Bronwyn L

Vonage will not port number to another provider

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I have called the customer service department that is located in India (can not get an agent in the US). On three different occasions and I keep getting an email thanking me for continuing my service! I haven't used Vonage equipment since Tuesday and today is Friday, I can't receive incoming calls! There's no way it takes this long to port a number! I have been with Vonage for four years and had my number ported to this company every thing was done in one day. This company tries to keep their hooks in you by holding on to phone numbers! The service has been getting worst, I could be on a call and suddenly the person I am talking to can not hear me!
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Cons:
  • Untruthful customer service reprentatives

Preferred solution: Transport my phone number

User's recommendation: Do not sign up!!!

1 comment
Guest

It is because Vonage never really ported your number. They likely did not have a porting/trunking agreement with your previous provider.

If an audit had ever been done, you would have lost your number and it would have been given back to the pool of available numbers for distribution. This is what happened to us- a law firm that has had our same phone number for over 30 years.

Al M Uxa

Unsatisfied customer

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This is the worst phone service I have ever had.
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Cons:
  • Calls cut off service reps know nothing

Preferred solution: Full refund

User's recommendation: Do not get this service

Raul R Ofy

Poor service

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Started a new account, and had old phone number ported in. Two weeks later, account was closed, and phone number transferred to a commercial business. No one at Vontage residential or business wants to assist me in reopening account and getting phone number back. All they do is open up an account again. I thought it was illegal to transfer your phone number to someone else without consent. Contacting Vontage is next to impossible if they close your account. Your phone number is disconnected after telling you that you no longer have an account with them.
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Preferred solution: Let the company propose a solution

User's recommendation: No, especially if you need customer service.

1 comment
Guest

They never really port your number. They just sort of acquire it somehow and then when they get caught, your number is disconnected and the number is surrendered back into the pool of available numbers to be distributed to new customers.

You don't own that number, nor does Vonage.

When they caught being shady, they just disappear. Very fly by night operation.

Alan B Wkc
map-marker Atlanta, Georgia

Terrible Service

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SHave had vontage for a number of years but don't need it anymore. They will not let you cancel online. I have spent over 6 hours waiting online to cancel. Finally told me the business was closed in USA and call back later, it is closed because I waited all day to talk to them. They hung up on me during the 6 hours 7 times. Obviously this is a scam to prevent you from cancelling. Still not cancelled.
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Loss:
$16

Preferred solution: Cacnel my service please

User's recommendation: Stay away.

Harry S Lqc

Horrific Customer Service

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One of the worst customer service teams ever encountered, far less capable than any other company I have encountered. I requested nothing more complex than proof positive of our specific phone number on an official document and it took 5 people and an email to a completely incompetent sales clerk before an off target approximation, which was unacceptable for the purpose requested, ensued.
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Cons:
  • Bad customer servivce

Preferred solution: The requested document. Incompetence shall preclude

Lisa B Imb

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Horrible line quality and customer service

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Vonage service had consistent poor line quality and dropped calls. After two calls to technical support, no resolution was provided. I could not continue with these issues as it was effecting my business. I ported my phone line to another provider. Vonage agreed to cancel my services, but charged my account over $220 as an early termination fee. If you care about line clarity, do not use Vonage
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Loss:
$221
Cons:
  • Customer serice
  • Dropped calls and prerecorded conversation

Preferred solution: Full refund

User's recommendation: Vonage provides poor quality and poor customer service

1 comment
Guest

I'm giving Vonage five stars because of their cool ads on TV.

SVDP o

Your worse nightmare

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We contacted support when our business phones went down. The support tech had us on the phone for 3 hours the first day .. 2 1/2 hours the next day .. still no service. The told us they were going to elevate our ticket to an upperlevel tech and the new tech would call us back. We asked when we could expect that call and were told in 48 to 72 hours! We reminded them that this was a business phone service but it didn't seem to matter to them at all. Our phones have now been down for 2 weeks .. each time we'd call we were told to wait for their callback! They finally emailed yesterday .. 14 days after phones went down! We are changing services! Do not get caught up in the Vonage b___s__t Sarcastic .. Do yourself a favor and run like ***
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Cons:
  • Worst
  • Horrible customer service
Reason of review:
Poor customer service
1 comment
Guest

Telus doesn't cut us off and I an happy with them

john t Vkr

Why you are fired

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New form of cyberbullyinig. My customer # is 1002, so I have been with them from their start. Suddenly, my old router stopped working on the 6 phones I daisy chained in my house (3 floors) all on the same number. For 13 years, this has been the way my house was wired. If I attempt to attach more than one phone either through a "punch block" or hard wiring it with solder, both the phones cut off. I called Vonage, and they gave me a new modem to fix the problem. It did not. I called vonage for help. One Philipina told me that I needed to call an electrician, and hung up on me when after six times I asked to speak with her supervisor. Bla-bla Forever the optimist, I called again, and they told me that my problem would be fixed if I added another phone number $$. Yeah, they give great service, but I have seen little heiffers get better service than that. So time to cut my losses, write them a well-deserved stinky review, and move on
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Loss:
$100
Cons:
  • Do not listen to customers
  • Sticking to an iinsipid script
Reason of review:
cyber bullying their monopoly

Preferred solution: Let the company propose a solution

Anonymous
map-marker Indianapolis, Indiana

Voicemail greetings were changes w/o I authorizing it

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In July 7, 2019, I received several emails from relatives and friends, leaving a message (for me), however, another person displayed and said her name. Was on tel. with Vonage per Chat, took them 3 or more hours to fix it, promising me that it never would happen again. Still, I wanted an answer, how that all happened, was told that I changed that greeting. Vonage forwarded voicemail to a telephone number in WA. Difficult to understand offshore CS, using a local NJ Telephone number when placing calls from India. I was given a $10.00 credit on my account, and a Manager had to check it, if I told the truth or not. I was correct and didn't lie.
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Hazel T Yzq

VONAGE IS A DISHONEST CO AND WILL NOT CANCEL MY SERVICE FOR 30 DAYS!!!

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My name is Hazel Tucker and on 6/17/19 @ 11:40 am I called Vonage at 732-944-****. They kept me on hold for 30 minutes...finally I spoke to John and explained to him that I wanted to cancel my service because their bill kept get higher and higher each month...my bill wa $20.88 as of 6/15/19 and it was automatically deducted from my checking account.

I explained to John that Comcast offered me Triple Play and my phone bill would only be $13.00 per month.

So please cancel my service with Vonage and credit my checking account $19.49 the prorated amount due.

John refused to cancel my account.

He said I had to call him prior to the bill date of 6/15/19....I said that is ridiculaous...I read my agreement and it says I can cancel at anytime.

I said How dare you charge me for a service that I am not utilizing! Vonage are thieves and a disgusting unethical company!!!

DO NOT SIGN UP WITH VONAGE.....THEY TAKE YOUR MONEY AND PROVIDE NO SERVICE!!

TELL EVERYONE YOU KNOW, DO NOT SIGN UP WITH VONAGE, THEY ARE CROOKS AND A DISHONEST COMPANY!

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Loss:
$19
Cons:
  • Customer service
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

margherita s Fii

Senior Citizen beware****

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Updated by user Jun 16, 2019

was settle Vonage wrong doing

Original review May 17, 2019
******PLEASE READ IF YOU ARE A SENIOR CITIZEN********** I’m senior citizen seen a phone plan for 40.00 a month sound good. Had to have my phone number transfer from my other carrier...That was a Story..nightmare. What started the end of March to mid-May And Service was call Forward to my cell. The phone they sent didn’t work for me. Ask they bout a portable Told I have a AT&T portable. He suggest a conversion box, which I plug my phone Line into the box…..OMG wish I was told the whole story. I had to be a it tech, open pages on my computer. I’M a Senior Citizen (71) told them I can’t do this. Can they Sent someone to help me. I’ll get back to you. NEVER HEAR FROM THEM.. Was charge April 4, $60.45. When back to my old phone service that WAS ANOTHER STORY took 2 week to get my phone number back that when. May 4 Payment was taken out of $60.63. I call them CANCEL. Was told by a mgr. Who Wouldn’t give name. “That there cancelation charge” since I signed for 2 yrs I owe ($1285.24) which they will be taking out June 4,2019.. Closed my card. Being on SSI will be paying Them what I can AFFORD Vonage is by far the most inexperience and unprofessional company I have had the unfortunate luck to work with. Whilst selling their product, they claimed they had amazing customer service and thoroughly understood their product. Spoiler alert - they Dont !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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Loss:
$1406
Cons:
  • Do not go for vonage
  • Ability to resolve payment problems
  • Behaviour after payments yelling on customers
Reason of review:
Order processing issue

Preferred solution: Full refund