Vonage review: terrible customer service 142

I would like to register a complaint against Vonage. I decided to change from AT&T to Vongage what a nightmare this has been:

I call to convert my service requesting to have the same phone number which they replied no problem. The monthly service would have been 24.99 plus tax in which I needed to purchase some equipment so that the system would work. After converting over I was not told that I Needed to have a High speed internet in order for the service to work. I call around and the Internet service that they recommend were extremely high which range from $89.99-$300 a month. I realize at this point I did not need the service, when the internet cost more than the phone service.

So, I never install the special equipment to my phone line (special equipment cost $9.99). I was left with no phone service, I tried several time to call and cancel the service or the switch over I was told that they could not speak with me that they needed to speak with my husband. My reply was you did not need to speak with him while you were converting over, you did not need to speak with him when you charge my credit card and debit from my account which was not in my husband name. So my husband call with me on the line and stated that we needed to contact AT&T to request our original number back and switch over. I place a call to AT&T requesting to switch to their services. Thru their legal service. On August 15, 2007 I receive an e-mail requesting that I make a payment of $34.44, and that they need to debt my account, I refuse to make a payment for the following reason.

1. You which the service that was in my husband name?
2. You charge my account for the Equipment ($10.00)
3. You debt my account for $1.86
4. You refuse to speak with me after I requested to switch back to AT&T
5. I never install the phone equipment to my phone
6. I never use the service (mainly because it was not connect>
7. After 30 days you want to charge me for service with MY credit Card.

I feel that it was false advertisement which they never said that you needed High Internet service in order to be charge $24.99, they never indicated that you need Internet service in order for the phones to work.

I have never use this service after 30 days I still do not have vonage service.

1. You which the service that was in my husband name?
2. You charge my account for the Equipment ($10.00)
3. You debt my account for $1.86
4. You refuse to speak with me after I requested to switch back to AT&T
5. I never install the phone equipment to my phone
6. I never use the service (mainly because it was not connect>
7. After 30 days you want to charge me for service with MY credit Card.

I feel that it was false advertisement which they never said that you needed High Internet service in order to be charge $24.99, they never indicated that you need Internet service in order for the phones to work.

I have never use this service after 30 days I still do not have vonage service.

Ordered service they said the the service would be up and running in two to three days. Service never worked. Got the mod. three weeks later. Called on 09/12/07 at 10:15 am was told my wait would be less then 5 mint. Was on hold for about 15. Talk to rep. Jack. told him that I wanted to cancel my service. He kept trying to to avoid canceling my service that I requested. Kept asking the same question over and over. Still would not tell me how to send the mod!

I signed up with Vonage on Oct 19, 2008.
Today is Oct 8, 2010. My contract expires on Oct 19. My account is paid in full. I want to disconnect the service because I hardly ever use my landline anymore. Yet, I cannot disconnect the service before Oct 19, 2010 without a $40 early termination fee.
At the same time, if I wait until Oct 19 to disconnect in order to avoid the fee, I will be charged for the next month and I will still end up some $25 out. I was told that if I want to get a refund for the next month, I have to call on the 19. I cannot call on the 18 ($40) and I cannot call on the 20th ... This is racket at its' finest. It is an ultimate catch22. I have never heard of such a horrible inflexibility towards PAYING customers!
This is simply outrageous.
My losses: time, $25-$40, more time

Vonage service is not great. You can lose your dial tone and not know it. But you wonder why your phone doesn't ring and then you pick it up to find out you've lost your dial tone. You call Vonage support and you have to use your cell phone for about 45 minutes to an hour. The technician tells you what to do, and you have to unplug, reset, and reboot as many times as they want you to. I decided to switch to Time Warner and it took over two months for Vonage to finally release my line.

I am contacting the bank so they will not continue to bill me past my service--which is what I've been told they do. There are other options. I recommend you don't go with Vonage.

I apply for services on July 24, 08 and I received the vonage V-Portal box on July 28, 08. I talk with one of the customer service person (a lady) on that day and she tried to tell me how to connect the box and it didn't work and she put me on hold and when she got back I were told that we would not have the band-board services until Nov. 08, so instead of giving me a refund she said that she would put the services on hold until I call back in Nov. 08. I were not inform that I would be charged a disconnection fee of $117.69, I was not inform that I had only 30 day to reply so when I call back in Nov.08 I were told that I could not get the band-board services in this area and I could not get my money back that the company had taken out of my account a total of $203.10. I were being billed for services that I never had. One of the customer service person looked up the information and told me that there were no minutes used and the money they had taken out of my account were fees for disconnection fee and my 30-day time limited were up. They also said that I had apply for the 2 months free therefor I could not get my money back. All I ask were for my money to be put back in my account and I were told it could not be put back. I have bank statements showing where the money came out my account in the amount of $19.54 for the months of July, August, Sept., Oct. and Nov of 08. I don't have that kind of money to give out for free, because I never used the services. I hope we can settle this matter as so as possible. I were not given a phone number until I talk to a customer service person on Dec.1, 08. This is when I talked to the customer services person on Dec.1, 08. Thank you for taking the time to reveiew my complaint, hope to here from you soon.

i got my nitemare vonage service about one month ago. since i got my phone almost every day i had a problem.number one when i got my vonage phone customer service they never told me i have to have two lines to use my fax machine . after 20 days of service i was unhappy with service, and tech experince to solve my problem.any way to use my fax machine the tech suggest to use a double adaptor.i bough double adaptor, but it wouldn't fit in vonage box.called back they told me to buy some wires, and double feamale coupler, which i did, but it didn't work called back another tech helper told me to buy something else.any way after one an half hour conversation over the phone they told me they are going to give me two month free service, and send a tech to my house to fix the line so i can use my fax machine. i was happy untill they told me the tech come over by next two weeks .at that point i bagged them i need to run my bussinees, and i need my fax machine asap.but the gentelman who present himself as amanager name MAC BUENO .he said that 's all i can do i asked him about his supervisor, but he said i am only one can help you so i told him cancel my service, because iam unhappy.he told me i haveto pay $109.00 for cancelation, and there is nothing else he can do.so he cancelled my service.i hope we solve this problem friendly .because i am not going to pay $109.00 for the service cancelation which i had it for only one month, and 8 days.please takecare of this matter, and let me know the resualt. thank you

I have gone around an around with this company. This, for example was not initially the help I was seeking. Since we're hear; in order of complaints, #1 Vonage totally messed up my initial contact by not debiting my account, as I was told, did not have my correct address, even though she repeated it back to me correctly. After waiting 4 days past the date it was promised to be delivered, I placed another cal and was told that the technician had not debited my account, as she said, did not have the correct zip code. #2 After being told I needed to start a new account, which I did, with one exception. As, I was told that my funds had been debited, which did not happen, I was told I would have to pay another deposit. My bank account, by this time was depleted to the point where if I paid this it would overdraw my account thereby causing me a $28.50 service charge which I was not willing to do. After much contemplation I decided I would send a cashier's check via 1 day delivery. Upon telling that night's technician, she assured me that the deposit would not be necessary in the light of what I had already gone through. She also promised next-day delivery and 1 month free service. I was elated and after some urging was given her executive in charge of her area's email address. After sending a message singing the accolades of Vonage, I waited again. The system was not delivered. #3 Back to the phone I went and after further debate about my account with a senior technician I was promised delivery no later than 9/27/07. The order was just delivered but, surprise, the kit was not complete. I don't know where Vonage's people went to school, but where I come from, we use telephone handset to place calls! Evidently, that is not the case with Vonage, as there was not a handset in the package. I have been run in circles once again to justify this error. I no longer have ANY phone system as I cancelled my cell phone account before I went into another billing period.(My mistake!) In conclusion I would like to state, as I did to Vonage, I am in the beginning stage of treatment for liver cancer. No light subject. I insist that this problem is rectified IMMEDIATELY by Vonage or whatever source is available. I fully intend to report them to the Better Business Bureau an am contemplating contacting an attorney. My resources are limited though since I have only SSI benefits to draw on and this was not in my plans for any budget. I f you could rectify this situation, It would be greatly appreciated. Joe McElligott

Could not get the company to cancel my service. Had to change my credit card number. They wouldn't give me my number back. They continued to add up charges and then months later, I was contacted by a collection agency!

DO NOT USE VONAGE SERVICE! IT'S CHOPPY AND HORRIBLE! STICK WITH A NORMAL LANDLINE IF YOU CAN. IN ADDITION, THEIR CUSTOMER SERVICE IS NON RESPONSIVE WITH EMAILS AND PHONE NUMBERS. PLUS THERE IS A TERMINATION FEE IF YOU DECIDE YOU DONT LIKE THE SERVICE... BEWARE!

Vontage service is a rip off.Calls constantly being droped.Can not cancel service without a hefty fee.

i tried to order a telephone from vontage.i gave them my card info. and they said they could not accept it. but when i looked up my account transactions i saw my card was charged .can you fix this problem?

We have satellite and it does not work correctly and they do not tell you. We have spend hours and hours with them and we are very upset.

I have no complaint, only to say that after changing over to Vontage, I have wonderful service at a most reasonable price. I would NEVER go back to the big bell company I was with you was charging me 3 times what I am paying now for less service.

Way to go Vontage!

My wife ordered Vonage phone service that was advertised on television. It was not compatible with our computer or extension telephones, after calling Vonage and they were unable to correct the problem. So we wanted to return to our old company. This was after to weeks of trying to allow Vonage to remedy the problem. So we canceled but Vonage told our old now new phone company that they could not release the number until January 6, 2009 which puts us just over the 30 day trail period and they not only kept my $72.18 but also deducted from my bank $14.45 plus $117.69 this is a scam and should be considered a crime. They refused to refund any money, I hope that a class action law suit is in the works.

I HAVE HAD ENDLESS TROUBLE WITH VONAGE.I ORDERED IT IN NOV.

THEIR EQUIPMENT COULD NOT BE CONFIGURED WITH MINE. I HAVE

HAD NO PHONE SERVICESINCE NOVEMBER. I HAVE WRITTEN AND CALLED

NUMEROUS TIMES.I SHIPPED THE EQUIPMENT BACK TO THEM DEC. 26TH. WAS PROMISED DURING ONE "OVERSEAS" CONNECTED PHONE

CALL THAT I WOULD RECEIVE A CREDIT-NEVER HAPPENED. TODAY

I WILL SEND THEM ALL CORRESPONDENCE IN A CERTIFIED LETTER.

COST ME$100.TO REORDER SERVICE WITH VERIZON! TONIGHT I

DISCOVERED A SITE: "VONAGE SUCKS!" VERY, VERY OBVIOUSLY

THERE IS A MAJOR PROBLEM WITH THIS "SO CALLED" CO.

I SIMPLY CANNOT AND WILL NOT ENDURE ANOTHER OF THEIR

ENDLESS PHONE MENUS, VOICE PROMPTS, HOLDING, HOLDING, ETC.

I AM SO ANGRY I WOULD LIKE TO START A CLASS ACTION SUIT!

THERE IS A MAJOR PROBLEM WITH THIS COMPANY.

After switching to a cheaper plan where the rep said there was no charges for switching plan, I was double billed for the same month. When called to rectify the matter, the rep said the 2nd charge was for switching plans. Being fed up, they screwed up my billing 3 previous times before, I asked to terminate the service. And was transferred to waiting music that has continued to play for over a full hour. They don't like to pick up the phone when you want to terminate service! How can I terminate vonage out of my life? Their rep are liars! There are many other instances of lies they are told, I don't blame the rep, its the company that trains them to lie!

Vonage Sales department said Vonage Phone Service and Clearwire Internet Service were compatible. I found out the hard way they were not. The phone system kept rebooting and disconnecting me. I disconnected my service and Vonage charged well over $100 for stopping service. They also overdrafted my checking account by processing my American Express card change of information a day after the charge went through. The sales, customer service and equipment are below acceptable standards and I recommend avoiding Vonage Phone System completely if you are on Clearwire Internet Service. Clearwire is not responsible for anything but the internet connection to your computer not additional services like Vonage. BEWARE. Don't get trapped like I did.

Totally agree with u son . TO ALL Other people out there that are blind by VONAGE. PLZ DO NOT SWITCH OVER TO VONAGE

Vonage is a scam! I was a customer since 2004 and recently made the decision to cancel based on the way they have decided to redefine "unlimited". If you use more than 3000 minutes a month (basically a little more than 1.5 hours a day) you are classifed as a business and will have to take a business line and pay twice as much. If you have a teenager you know this is easy to burn through ... besides it's supposed to be UNLIMITED.

I have reported them to the FCC, NJ Atty Generals Office and BBB ... let's see what happens.

If you are thinking of switching to Vonage BEWARE. Lastly, cancelling is a hastle as they try to keep billing and once you port a number to them - good luck getting it back ... it's like pulling teeth!

Vonage is a scam! I was a customer since 2004 and recently made the decision to cancel based on the way they have decided to redefine "unlimited". If you use more than 3000 minutes a month (basically a little more than 1.5 hours a day) you are classifed as a business and will have to take a business line and pay twice as much. If you have a teenager you know this is easy to burn through ... besides it's supposed to be UNLIMITED.

I have reported them to the FCC, NJ Atty Generals Office and BBB ... let's see what happens.

If you are thinking of switching to Vonage BEWARE. Lastly, cancelling is a hastle as they try to keep billing and once you port a number to them - good luck getting it back ... it's like pulling teeth!

Vonage is a scam! I was a customer since 2004 and recently made the decision to cancel based on the way they have decided to redefine "unlimited". If you use more than 3000 minutes a month (basically a little more than 1.5 hours a day) you are classifed as a business and will have to take a business line and pay twice as much. If you have a teenager you know this is easy to burn through ... besides it's supposed to be UNLIMITED.

I have reported them to the FCC, NJ Atty Generals Office and BBB ... let's see what happens.

If you are thinking of switching to Vonage BEWARE. Lastly, cancelling is a hastle as they try to keep billing and once you port a number to them - good luck getting it back ... it's like pulling teeth!

I CANT LOG IN ! I DONT GET IT WHY? PLESE LET ME KNOW WAHT IS THE PROBLEM ...THANK YOU ELENA [protected]

Somebody should take these vonage Cheats to Court. They try to rip off customers. I agree with the complaint as i also met the same fate. i ordered vonnage on Nov 28, 2010 and cancelled on Dec 08, 2010. Again gort a bill for cancellation charges of $97 and initial charges of $44. A total of $141. On web site i checked that no cancellation was chargable if there is no contract of service. Why this shameless charges,
Shame Shame to such a Vonnage phone. This is auseless phone.

from
N pal Gulati

i was going to place a order with them but after all these complaints for get it--what a bunch of idiots---i bet they are obama people--- der von ruskie

called vontage in july, 2009. after waiting a couple of days.Icalled vontage because i wasn't assign a phone number I told them to cancell service. On february 2010, I notice that money was taking off my credit card.It was vontage, so I called them wanting them to explain why they took my money.they claim that i still had service with them.Itold them that i had cancell there service.they say i didn't. they have taken $131.96 out of my account. I want my money back.

And how is this vonage's fault?

Thanks for the warning, the $70 fee on top of the disconnect fee is truly painful.

I used Vontage for a year and had no problems. The sound quality is very good. I'm now using Uverse which is VoIP, and is also good. Vontage is less expensive, I plan to go back to Vontage.

If you use any VoIP provider, you will need a good internet provider. You will not be able to use the phones wired (twisted pair cable) in the walls.

This VONAGE COMPANY tried to get service for me as of oct 09 and it is now dec 7 and I still have no service as of yet but they have charged my account $144 for NOTHING I have NO SERVICE this company is unbelievable...THIS IS WRONG PLease if you have common since DONT CONNECT TO THIS COMPANY IT IS A RIP OFF IT TAKES YOUR MONEY and the customer service SUCKS this is terrible ...I will report this company to the president ASAP they are comming down WATCH AND SEE...

Thank you, thank you, thank you... I've had it with Verizon but after hearing the stories here I now know that Vontage is not an alternative. It seems as if there really is no customer service anymore. Lesson (Automatic deductions from bank accounts are dangerous, with credit card accounts you can at least freeze payments until issues are settled) but that's not great either. Thanks all!

I signed up almost 1 year ago. I NEVER got to use it because Verizon pulled my phone line and my internet connection. So, I honored my agreement with Vontage (never used it) I tried to concel it 9 days early (1 yr contract) and they said if i did they would charge a early termination charge. I thought that vontage was a good thing and that verizon was the demon company, which i still do. but at least i get service. I now think that Vontage isnt any better.

I had the same issue with vonage. When we called to disconnect they continued billing me for the next 6 months. When I called back they said well your two years is not up and to cancel we will also charge you 39.99 fee. I told them no way where they getting more money out of me they charged me for 4 months they said i did not pay, which I provided bank statements proving otherwise. Never once did i recieve any of my money back only for them to try charging me again this past month. I went to my bank and signed papers refusing to allow them to take anymore money out of my account. This is a free service by your bank or at least should be. I haven't had service since this past February and low and behold I received and email the other day stating they could not charge my card for fees dues to them for this month. Wow go figure that one, they are stupid and take peoples money. One of the biggest thieving companies I know of. Talk to your banks and go sign papers refusing them to take any more money from your accounts, either your checking or debit card. This is the only way to stop them.

Do not ever sign with this company. They tell you that you can cancel within 30 days of signing up and even though you never use the service and never connect to it, they still refuse to cancel within the 30 days and document on their technician's record that you called to complain about the service or connection when you really called to cancel the service. Then they steal money out of your account for what they deem cancellation charges, even though it is still in the 30-day window. These are thieves and this company should be put out of business..I hope no one signs with them. False advertising and deceptive practices. The banks and credit card companies help them steal...

Yes,

Vonage is a blood sucking piece of @#$% company.
They have decide to charge my credit card a $110.00
disconnection fee with no real explanation other than a pages
long B.S. disclosure statement. I'm sure they've raked in millions
of dollars with this type of fraud. The FCC really needs to go in and shut these people down along with there stewing fecal matter of a company.

Dave Rowan

my story,
I had to cancel my Vonage phone to cut down on my bills. so turned off my internet, called them up and explained. This lady who ID number is 517176 Sharon or Shannon, to me that I will give you 1 month free. I said are you hearing me, I don't have internet! DUH, well she said that will charge 70 for the box and 39.99 disconnection. I was thinking WTF, it only cost me 24.99 to get the service in the 1st place. So I said "what the mailing address I will mail it and track it make sure you got it. She said, well I will still charge you, I said how can you charge me if I returned it. Well we have to receive it, DUH again, this lady is dumb! I saw what they were trying to do, trick me into canceling my service 1st then have me mail my equipment back, then fight for a refund".

THIS A BAD, BAD COMPANY, AND YOU WONDER WHY WE ARE GOING THROUGH A DEPRESSION, ITS COMPANYS LIKE THEM WHO MAKE THIS POSSIBLE. I WONDER IF A PRE-QUALIFIES TO WORK FOR THEM, THAT THEY HAVE TO GET THEIR TRAINING from Bernie Madoff ?

I am very upset with Vonage. I had order service on May 8, 2009 and cancelled the same day of May 8, 2009
I cancelled service and they still charged my checking account $9.95 and then a processing fee of $39.95
meanwhile i cancelled service told them not to charge my checking account and i was assured that they would not charge it but they did. I had plenty of money in my account to cover it but i went with lingo instead. so i went to walmart shopping and wrote a check for the things i bought and come to find out vonage took all my money and my check that i wrote to walmart bounced. N0w i'm stuck with an Nsf fee and a Bounced check fee from walmart due to vonage taking my money when i cancelled services. ALL I CAN SAY NOW IS BUYER BEWARE AND DO NOT DO BUSINESS WITH VONAGE!

I hear your pain . I can assure you that you are speaking to deaf ears if you are calling customer service. Please allow me to advise you of who to contact at Vonage to resolve issues such as yours. The past CEO of Vonage was Jeffrey Citron, but the new CEO is Marc Lefar and he is determined to make Vonage a better company. You can contact him at [protected], please leave a message with his secretary to have him call you back. She may forward your request to an Executive Response Manager working for Marc Lefar. They are very professional and will work with you to resolve your problem. You can also FAX at [protected] .
If you would like to reach the Executive Response Manager directly, you can reach him at [protected] x22799..

I had received a "letter" from Vontage expounding on their wonderful offer etc. I called and began the process - they IMMEDIATELY cut my then existing phone service - so we were without a landline for weeks. To make a long and nightmarish procedure short - we never got connected. Then I found they had charged my bank account well over $100 for NOTHING, so I called and they said I'd waited too long to get my money back - I told them - the charges just appeared on my account - nothing. I was then told to send the equipment back and they would refund my money. On January 26, 2009 I returned the equipment, in the original boxes, having never been used. And I have never received my refund. This is just a BAD company and should be avoided like a plague. Marion

I was looking into getting Vonage... not anymore! Thank you! I will continue Verizon.

I went through something similar with MCI years ago, where they wouldn't disconnect me. I had a plan for $20 per month for long distance, but never called anyone long distance. Since, got cell phones...

When I called MCI to disconnect for days/ hours... never, never got anyone at that extension. Had to hand up and call customer service to ask if anyone was there. They re-assured me and transferred me back... no answer... on hold! I got frustrated and called customer service, claiming that they entrapped me into this, and I want to cancel! Customer service they just canceled my plan for me... I tried it out... nope still long distance. BUT, was charged prime rates... made a $100 phone call... they tried to come after me a few times with collections... The BBB and other's don't do anything. You have to get an attorney.

So for years, MCI free, until one day problems with the internet and our provider said to switch the phone number to "this local phone number" to get it "unstuck". We did so, it worked. Hung up, happy, and a few weeks later we switched it back to our old internet number, don't know what made us switch back? Still happy... this was August to September. November, I got a bill in the mail for $700 from MCI / Porter and Porter for a long distance phone bill (I never got) and a $250 attorney's fees added. That was quick. I got a phone call from Porter and Porter the first of November warning me of the bill that was coming for my long distance. (Wasn't that nice of them?) Every day, I got a phone call from them - harassing me for payment and I didn't know what it was for. I demanded a bill, a month later, I got it, same phone number, and I called MCI to figure out what it was for. They wouldn't tell me, who the phone number was and said it was because I didn't have long distance. I tried to figure it out and thought about internet because of the same number. I called People PC. They said, "yes, it's one of their local numbers for me." I said, "guess they better update their records because it wasn't long distance." But how did I get charged for a long distance calls, if I didn't have long distance on our phone. WATCH OUT! Look on your local carrier web site, get into your account, and see - forget exactly now... but there is a spot who is like a "back up" carrier for you. Computers can turn you on without warning I guess. I have Verizon, change it to Verizon, not MCI... you will get trapped one of these days.

Words of advise for anyone. I called the BBB and other Utilities Commission... and they did an investigation. I got a letter back saying "you used the service, need to pay." I didn't know I was using anything! Sounds kind of fishy, don't it, when you get billed - end of cycle was September, and no bill from MCI, and first of November, taken to their attorneys in New York and billed their fees?

Just get an attorney. I gave the facts, in writing, and sent him the collections bill. He wrote a letter. MCI moved to another collections company. I gave it to him again, and he wrote another letter. We did this about 4 times. Attorney warned me that he writes letters like mine all day long. There's loop holes in these utilities laws and someone needs to fix them! I was warned that after about 4 different collections companies, they will write off the amount. I hope my paid has stopped now, but you never know! I never want to go through anything like this again!

The way I see it, just do some homework. Someone is getting rich off of this. BUT shouldn't there be law suits? I would have gladly went to a jury trial on my MCI issue. I thought I was loosing my mind. My attorney said, "No." Why? Someone has to stop this!

The worst service ever. THEY LIE! Apparently when you sign up for vontage you have a 1-2 Year contract. They did not reveal that at the time of sign up. I asked. Worst service drop calls static and echoing phone only worked half the time. WATCH OUT DON"T GET ****K like me. RUN! By the way they charged me 100.12. For like 40 days of service. and horriable service at that.