Vonage review: terrible customer service 142

Vontage, the point of getting it is to be able to communicate with the person your calling. To hear what the other person is speaking. Half the time they can't hear me or I can't understand them, very upsetting. I have spent hours with tech support up grading Comcast, paying more and have no change in voice quality. Vontage goes through the internet which during peak hours I can not use the phone what so ever. Vontage tech hangs up on me and when I do talk to them there English is very very hard to understand. I will say there are primarily nice people from India.

Because I want to know why you are takeing $ 63.00 out ofmy account for something that was soposed to be $ 24.99 even after i told you i did not wont bub one line ? and i am not useing that one. please explane that.

I called to have my service disconnected on Saturday, 11/29, 2008 and was told NO you can't disconnect your service until Monday at 9am to 5pm. Well then they gave me a run around would not transfer me to a supervisor, I asked my service to be retro back to the day I requested and was told NO we do not do that. What kind of business is this. The service I had for the 3 years was aweful, drop calls static on the line. Not in my calling area. The list goes on. VERY RUDE CUSTOMER SERVICE.

why do my messages show on my computer but do not show on my voice message. not sound.

Hi - Im in England and my fiance is near Sacramento.

He used to spend USD1000 each month on phone to me.

He changed over to Vonage and only around 24.00 USD per month now.

This Vonage deal has been absolutely fantastic - very rare to have problems - and for the distance involved - USA to UK and we do honestly spend hours and hours on the phone.

Only one occasion where we had a problem which was sorted out and Vonage staff called me in UK to check my phone lines and also my fiances phone lines until it was all sorted out very very efficiently.

Well done Vonage - in customer service - bad news travels fast - and compliments not often forthcoming.

I should know as I have worked in call centres before so I do appreciate customer service.

Just image all the thousands of customers Vonage has and how many complaints on here? If things go well everyone keeps quiet but minute there is a hiccup its a disaster. Telecommunications sometimes do go wrong these days and people are not used to having to wait patiently while things are worked on.

So - USD 950 saving per month - We say YES to Vonage!

I too contemplated changing my service from At&t to Vonage, until I started reading other consumers feedback. I am normally one who would sign up and experience something negative and would warn others however I've learned over the years as a consumer if it's too good to be true, then it is. And you get what you pay for. Thanks for the warning, I think I will just stay where I am. FYI: I also have worked in customer service for years and I have witnessed customers being disconnected deliberately. One reason could be because these companies keep track of every phone call a customer service rep takes so if you have a low call volume the rep will answer the call and get the credit but hang up on the customer. Ive had low call volume but the length of time on a call is high because I help the customer resolve the problem but they don't take that into consideration.

I received my vontage unit in February and realized it would not work with my internet provider. I phoned customer service to and agreed to eat the $50 box but wanted my service shut off. They informed me it would be over a $400 fine to shut it off. What is this did anyone get satisfaction with customer service. Who do I need to talk to because they are still charging my account $10 for a service I have never used!

I order vonage on the 23, of oct, and they told me that the would take care of every thing .they woukd have att to disconnect my phone ser, on the 6, of november but my phone was cut off on oct, 29 so i was with out service nov, 7 but thats not all they did not tell me that my home security would not work.So i have been with out security until nov, 14.So tonite i tryed to use my phone and the dail tone was gone for about ten min, what a phone co. thank you.

Thank you very much. I was about to place a order with vonage. but not anymore i'll stick to cablevision

i was told i could make oversees calls and i want to call austrailia wha do i need to do to be able too

My husband and i signed up for Vontage in August, 2008. Worst mistake we have ever made! We can not pick up any calls. They took money out of our bank account with out our permission. We called to try and resolved this matter in a friendly way, but it came down to being not to friendly. They wanted to take $98.00 more out to have it disconnected, now you tell mw where do they come up with this? We had to go to our bank to make sure they could not touch our money in our account. So i am telling anyone who is thinking of going to Vontage please turn and run as fast as you can, it is nothing but lies and rip offs! They had us on the phone for over 2 hours this morning, like we don't have a life ...OMG I HATE VONTAGE!

I got vontage and it is the worst service i have ever had. i lost my internet service the first i got vontage and i called vontage they was the nasty people i have ever talk too. they told me i could cancel but it would cost me 100.00 then they hung up. the next time i called they said they would not charge me but all of sudden my account was over drawn and they put it threw a second time. i couldnt reason with these people. they told me that it wouldnt happen again. but it already costed me two overdrafts the following month was the same i hate this company i wish i could cancel this service

VONAGE RIP OFF, They dont even have anyone that works in the states, They all work from some country that cant help you, I have one account with them but they are charging me two extra accounts that i did not open for the last six months thay have been stealing two extra payments of $36.95 a month and not $24.95, I told them for months to close those two extra accounts that i did not open they said i had to pay $100.00 each to close those two accounts that i did not open, VONAGE shame on you for doing this and not just to me, They OWE me $36.95 x2 for the past six months, I tried to say close the two accounts for months but they did not so i called my bank to stop them from taking anymore money out of my account never again with VONAGE this is the worst phone service i ever had no one with VONAGE can seem to help you with anything but take money from you and money they should not be taking from my account, Was trying to save money with VONAGE but cost me more money then my old phone service was charging me, Just be aware of VONAGE.

Thank goodness for this page. No way am I going to go through that. Thanks

I should of stuck with my other phone service this vontage is a joke and taking more then $24.95 out of my account like three payments a month out of my account but no more i called my bank today so thay can not go in and take money out no more, dont trust this sevice and i will tell my friends not to go with vontage and tell them what thay did to me for six months thay have been taking money thats not theres.

just keep a eye on your bank with vontage,

Vontage sucks do not get it thay will bleed your bank dry stay away from this service.

You have been taking three payments out of my bank every month should only be one payment a month i only have the one plan with you, you are charging me with three plans a month for somtime i keep calling you guys but you do not call back please look into my acount to see what you are doing to me its wrong for taking all that money out of my bank all at once for no reason i do not like your sevice at all will be looking for new phone sevice i tried to talk with your peaple but dont seem to care its bad service that you have at head office yours truly david [protected])

Vontage lied to me from the first phone call I made to them. I was never told that the device would not work on satilight...until it was delivered and I had problems. After playing with it for two weeks, we decided to cancel the service. It was then that I was told that it would cost me $49.97 to cancel and that would be refunded 10 days after they get the device back. They have had the device back for well over the 10 days, but are now saying that it can take up to 3 weeks to get it inspected and a refund issued. Who knows what they will come up with after that time. If I had known about their customer service before had, I would have totally stayed away from Vontage to begin with. Everyone who has a complaint with Vontage should go online to the BBB in NJ and file a complaint. Word of mouth is the best business killer around, and the more complaints that is listed with the BBB the more people will stay away from Vontage.

Wow! I am glad I read the blogs before I went to vontage. I guess I will stay right where I am! They put these blogs right below the vontage home page. I am glad I saw these first! Sorry to here that this phone company caused so much trouble. I hope everything works out ok.

I have been a Vontage customer going on 3 years now. I have never had a probblem with them and my phone works just fine. I use a cable modem from roadrunner for my internet access. In the beginning when I first started with them I had several questions about the system and never had a problem getting help when calling.

I would imagine that these situations could arise but I have had only good luck with Vontage.

I sometimes have static if i am downloading a large file from the internet and talking on the phone but since it is saving me so much money I just avoid downloading while on the phone.

When lightning hit my house they replaced my unit for just the cost of shipping even though it was longer under warranty.

We have had it about 2 years and since I have friends all over the country and family abroad it had been a godsend. I save over 100 bucks a month now.

PS I live in rural vermont and I have comcast internet service

Is this 'Vontage' the same company as 'Vonage'? Cause most of the people on here are complaining about Vontage, while the commercial and the website read Vonage. Are there 2 different internet services out there with similar names?

I had signed up w/Vontage Home Service when it first came out. I received the equipment and WE ALL tried to get to work (which it never did). Every time I tried to contact the tech support via email, fax & phone, I could never get through (phone) fax & emails were never returned. I then tried calling the customer service line (which was another hell in itself) and every person who answered hardly spoke English and would tell me that they couldn't help me and that I would have to call tech support (which I could never get through). After a month, I ATTEMPTED to cancel my service (another hell). When I could get through to customer service, once again language barriers & they were always rude. They would hang up on me because they said they didn't like my attitude (frustration at not being able to convey in simple English that I wanted to cancel my service-which I was NEVER able to use). I finally got somebody who understood me & stated that they would cancel my service (no mention of cancellation fee & no refund). I checked my bank that following bill cycle and no charges were taken, so I thought all was good. Wrong! Since the fee was $14.99 I never noticed the deductions (thought they were bank fees) until I really went through my statements. They started billing me for service the month AFTER I cancelled & had been billing me for almost a year (I know that I should have reviewed my bank statement in-depth, but I felt that I was cancelled) When I called them to find out why they were still charging for services they stated that they weren't, when I told them that they were the operator on the line started to raise her voice & tell me that I was wrong and that she didn't need the abuse. I told her that my bank account was being abused & demanded to speak to the manager. She said no & hung up! I tried calling again & pretty much went through the whole thing again & was hung up again. Good thing that I kept my Vontage sorry you cancelled w/us yadda, yadda letter. I contacted my bank & told them what was going on & sent them the letter which had the cancellation date (they also checked my bank records showing the month that coincided with cancellation letters date & stopped all payments & reimbursed me. The kicker, Vontage sent me to collections for non-payment. I was able to get my bank to call them & inform them of the situation. I also wrote to the BBB and informed them about Vontage & their scams. I received a letter back for Vontage after my complaint to the BBB saying they were sorry, but they would not refund my money. I wasn't asking for a refund, since my bank refunded all my money. Scamming Idiots. They also outsource their tech support & customer service, which makes people frustrated because you can not only understand them, but when you try to explain things to them they don't understand half of what you say & accuse you of being unreasonable & hang up on you.

Vontage sucks! it seems like they don't have enough business so they don't let you cancel your account My husband could never hook vontage up so within a month I canceled my service I spoke with a representive Kevin and he told me no problem Mrs. Holloway you called in time so we will refund your money let me you switch you over to my supervisor when I told her I wanted to cancel she kept trying to persuade me to keep the service i told her i was at work and didn't have time to keep listening she would not cancel my service so I hung up the phone called again in a few days she did the same thing until I was furious and knew my blood pressure was going up the third time I called she told me I would have to pay a cancellation fee which i didn't owe, all this time i was being charged for service i never used, I finally called my bank and disputed the charges my bank refunded all monies except the initial payment, today I recieved an e-mail with cancellation and another fee from my account which my bank also refunded pending investigation, my bank supervisor stated mastercard woul go after thier monies, that was the only way I got them to cancel I also had contacted my lawyer to dispute the unauthorized charges, now I will see what happens...write a leter to the Better Business Bureau! they need to be stopped!

Terrible service. after over an hour over the phone with a Vontage rep., and telling that rep., I wanted to be billed by mail and not debit to my credit card, he told me the only way vantage bills go out is by direct debit via credit or debit cards. They would have save me a lot of time if they would have maid clear from the start the way they billed. I was not able to cancel the services that same night be they have "process the order" and I had to call there "customer services personal" (which didn't do nothing) to cancel the order. three days later after calling vontage four time to cancel the order, they went ahead and sent the equipment anyway. It is almost impossible to cancel the services with vontage. Customer services of vantage is very poor.

This is the worst sevice I have ever delt with !

Vontage took (8) days to get to me and 11 phone calls full of lies and run a rounds n ot to mention dealing with non-Americans who can not even speak English clearly ! I was lied to and missed led the entire time. The whole reason why I got Vontage was to use it for my DTV Tivo, I told the sales person and several other Vontage employess this and they all assured me it would work fine (THEY LIED) !

Ways to Improve Vontage:

1. Get some people who speak english clearly and understand it.
2. Dont lie to your customers.
3. Get some customer service trainning.
4. Just like the drive fast food drive thrus need to do, keep the ignorant non American people in the back away from the public.
5. Hire people who now what th ***K they are doing.
6. Learn more about your own product before you try to sell it to someone.

Vontage get your act together !

If my credit card is even charged a penny, I will file a Law suit against Vontage for FRAUD !

I ordered the service then I canceled it with in the trial period.A month later I was drafted out of my checkings accaount the monthly fees and extra charges.Insted of them cancling the services.They upgraded and charged more.The box that came in was never opened or use.I sent it back and have va tracking number that they recieved it.Vontage is still trying to bill me and they have not cancled the plan.

My name is Nicholas Formoso and I represent PrePaid Legal a lawyers group which handles legal matters such as some of these and many others. I have many clients signed up to my program mainly because of vantage trying to cheat them out. If you would like your matters with them resolved please contact me via E-MAIL which is as follows Prepaid_Legal@comcast.net also feel free to visit my professional website at http://www.MeetTheElite.net/NickFormoso

Please contact me ASAP stop letting these bully companies take your money. I have helped so many others in the same matters as you seem to be having. So at least get into contact with me by e-mail explaining your problem and I will let you know what EXACTLY I can do for you.

With out my permission they closed my present carrier and gave it to another person..At that time I had no phone service. I tried for two days trying to get it reversed. I talked to scores of people who could hardly speak english. I talked to the people who received my telephone number, they then had my number they received cancelled. When I called Vontage they said they had no record of my number. I learned that Level3 Corporation owns the number and when it is cancelled it is returned to Level3 and Vontage no longer even has a record of it. My original carrier got it corrected. If you don't want this happening to you, call your carrier and have themput a 'freeze' on your account. During the time another party had my number they agreed to a pledge of $100.oo to a political party in my name...I have never seen such incompetence.

We need some service. How do we get your phone number so I can pay your account. This is my complaint!

Duane Morton
816/7416115

no e-mails please...!

Phone calls only.

Verizon, Brighthouse, Vontage, Att, Spring, named they all are the same, customer services in USA does not work anylonger, CEO's had chosen to get our money into their personal bank, they had given american's the lousy and crapy service possible, sometimes you get lucky and someone in India answer the phone, with an unexplicable none sense answer. All of you don't felt follished, we all are, welcome to the big mass of unhappy customer elite club. Goverment is too Crook, can't do anything either.

Vonage is full of iditos in the customer service department and will steal your money if you let them.

I was charged $41.14 for an adapter that I never used and returned it within the 30 days allowed but was charged another $39.99 + shipping and handeling to return it.

You can't understand most of the people that you talk to, they all speak very poor english.

Stay far, far away from this company.

Forewarning. I should have read this site before switching. I just signed up about one week ago and it has been nothing but frustration and hassles with Vonage. I've read most of the complaints and folks who are complaining are not lying to you. The phone reception is horrible and none of my other lines work because I was told by a Vonage rep that I needed to purchase a wireless phone jack to connect all my other phones. Well the wireless phone jack was 100.00 and it didn't work because I need to disconnect my fax machine --- and when I called Vonage the next rep said I needed a wireless phone jack for each phone outlet. Now, I'm going to attempt to cancel next week --see how that goes but I'm pissed enough to write to warn others. I normally don't post anything but these guys are something else.

Are these the only complaints about Vontage from I assume many thousand users?

Hey stupids, the name of the company is VONAGE, not VONTAGE. If you are going to say something is so bad and convince other people of the same thing.. get the name of the company right.

Double WOW I was going to try vontage until I read this Thank You SOOOOOO much.

Wow!... I was just about to place an order with them, but after reading the complaints, I think I will pay for peace of mind and remain with Verizon.

I agree with all the complaints. I called VONTAGE on 25 February and was given information but not accurate, when I called again I was told the MCI turnover was in effect... WRONG, I lost all connection had no phone service and as of today 04 March I STILL DON'T HAVE A PHONE.

I called and talked to a tech (Stephen ) and it was argumentive, he insisted the phone should be working. When I told him you equipment did not and was not compatiable with the DELL in my house he said I was wrong. The TIME WARNER tech knew his business... well after about 10 minutes or more, I was getting angrier by the minute, I said" I don't care what you are saying get a tech out here now to correct this problem." He put the call on hold and said Friday about 1:00 to 5:0o PM> I told him if the guy iosn't here I am calling the PUBLIC SERVICE COMMISSION AND THE BBB I want my telephone service. As I am reading these messages, my doorbell rings, a young lady from my place of work came to ask if I could change my schedule for Wednesday. My boss was unable to reach me b y phone.. GET MY SERVICE UP AND RUNNING AND YOU CAN HAVE YOUR USELESS MOTOROLA CONNECTIONS.

Christine.

Same type issues with Vontage, Called and asked if my Wireless would work with their system. I explained that I'm too remote to use DSL and they stated this was not going to be an issue.

NO PROBLEM. Gimme your CC# is what their Sales people are ALL about. They will tell you this system will work on the moon if it gets a sale!

The mistake I made was not calling my e-net provider (or looking for this website) and asking them first. Nope we don't recommend it, dropped calls sound quality issues can be expected, is what I was told.

I thought no problem. I had talked them yesterday told them to put a hold on my order until I verified the system would work with my wireless provider, so no problem right? Many calls amounting to hang ups and delays totally over 2 hours of my time on hold just to be hung up on again!

Finally got through, the person must have been in another part of the world, the delay between when I finished talking and their response time was huge!

They hadn't even shipped the hardware to me yet. Too late charged the card for the hardware and some other fees and said they will not provide a dime until they receive the equipment back. They got me.
So I have to wait for them to process the order send it to me and then take the time to send it back, then wait some more to get my money back. Maybe...

I was told I had better not refuse the package when it's delivered or that would cancel my refund. WHAT? That does not seem right. The customer must accept what they don't want then return it. What if the customer didn't know not to refuse the package? I hope to get my money back, but who knows.
Over all experience would be rated painful! Thank you for putting together this web site. Sorry I didn't get here sooner.