I opened my business in October 2019 with Vonage as my phone service – was promised how wonderful this would work!! They charged me for the month before I was opened – which was a fight to get the money back as I gave them a start date that they didn’t listen to. They charged for items they never said would be a charge so my $88.00 per month bill was $156.00!! Almost doubled!! The service was horrible – then after being on the phone or chat with them hours each day – they told me I had the wrong router and needed to purchase a new one that was compatible with them. $175.00 later and I was still on the phone with them daily for minimum of 2 hours!!! Each representative you spoke with told you something different was the problem but never solving the issue of lost calls – system not working! Lost a new account due to poor phone service!! Cancelled service and had to go through hoops to do so without cancellation fees – received a letter from them saying I wouldn’t be charged any early termination fees and they still charged my account $2500.00!!!! I am still fighting with them over the bogus charges and trying to send their equipment back!! I would highly recommend looking else where for a phone system!!
Vonage Business Verified Reviews & Ratings
I used Vonage for many…
I used Vonage for many years and switched to Business Cloud to get softphone features. The conversion was a train wreck. Phone support takes usually 25 minutes wait time. I have been in their chat que for over 45 minutes many many times and never reached a rep. The softphone app is unreliable. It doesn’t log call history unless the softphone app is running. The best thing they have is Office 365 integration (call history works perfectly).
Here is my latest experience with…
Here is my latest experience with Vonage. I purchased five new phones to upgrade the older ones. One of the phones does not work. My staff set it up three times and it still did not work. I got on the phone with a tech who insisted that it was not the phone and I needed to set it up again. I spent way more time than I needed to on a defective device. Now I am throwing it away and researching other providers.
Don’t care attitude. I am new…
Don’t care attitude. I am new customer. Told one price and actual charge is way higher. Called Costumer service. Talked even supervisor. Told me will get back to me in 48 hrs. No one called. No email. Worst customer service. Glad did not transfer my no. Less feature than i have now with other company and more price. Donot recommend for business. Billing and pricing big headache. I hope I can cancel without any hassel. Donot like chime.Not easy to use. No onboarding experience with Vonage businesa.
Have had Vonage Business since before…
Have had Vonage Business since before it was Vonage. (use to be vocalocity) and the service use to be great. Since Vonage bought the company it has been a steady downhill degradation of services. The app/plugins no longer work properly for our CRM (ZOHO) and the tech support is non existent. It has all been farmed out and the left hand never seems to know what the right hand is doing. We have logged an average of 3 hours a week every week for the last 3 months on the phone with tech support. This is by far the worst tech service we have received from any vendor we have done business with int he last decade or more. Steer far away from this company!!!
If you want bait and switch this…
If you want bait and switch this is the company!
My Salesperson was Savanah Segrest (678) 981-8798 firstname.lastname@example.org.
She promised us CRM integration, Click to Dial, and softphone capabilities. After dozens of calls ( 20+ hours) with their tech team always blaming our firewall for consent dropped calls, I had a Sonicwall (Firewall) engineer call in with me to get to the bottom of it. After 1.5hr phone call, the Vonage engineer came clean and said they don’t have these capabilities. Click to Dial with Vonage is 6 steps in total. 5 Clicks to have your phone call you before calling out. CRM integration doesn’t work. Softphones drop calls consistently and there is no way to track packet loss because of the primitive phone system. They told me want I wanted to hear to lock me into a 1-year contract. Their supervisors Cory, Mario, Cedric and Jeffery just kick the can down the road not trying to resolve anything. Meanwhile we have a business to run.
This is a company that is suffering…
This is a company that is suffering serious growing pains…
Back in 2017, after initial problems getting the service to work, it was fine. Progressively they have failed to deliver and worse, much worse.
Firstly, I paid for call recording for 6 months and came to check a contractual issue that arose regarding a client of mine. For 6 months they had taken my money and not implemented the call recording. It took numerous emails and long, long phone calls, to even get them to admit that that was the case.
Begrudgingly, they then would not give me an instant refund, but only a £ 10 credit per month, against the next 6 months of accounts. They even messed that up, by ending the refund in month 4. Now on to the real problems. I make a lot of international phone calls, especially when abroad. On two separate occasions, both very recently whilst i was abroad. their system has failed miserably, callers could hear me but I could not hear them. Their so called ‘ 24/7 ‘ customer support does not exist. If you call outside normal business hours in the UK, whilst abroad, it is patently clear they have outsourced the calls to an outfit somewhere in south east Asia. All you get is someone who asks you a couple of times to leave a message, won’t answer your questions and on multiple attempts, slams the phone down. Further calls just elicit the phone going down. I even tried calling Vonage in the USA, from within the USA, guess what… yep, no joy there either.
This was all confirmed to Vonage after the fact and I have received no follow up or explanation from Vonage. To compound the problem, whilst in the USA, I had no alternative but to revert to a BT mobile…. outcome, a bill for £ 189.00 when i returned home. This problem was also repeated in mainland Europe. Another £ 40 or so. What are you meant to do when their system fails you on a Friday and no one will help you until Monday ? Needless to say, when I returned to the UK and made Vonage aware of the situation, phone calls promised never materialized and emails went unanswered.
Come on Vonage it’s about time you honored your contract with the customers, reimbursements and an apology. Your continuous mess up’s not ours… Naturally i’m shopping around for an alternative having been scammed with Vonage.
I have been with Vonage for over four…
I have been with Vonage for over four and a half years. it has continually gotten worse over the years I think they have outsourced their technical support so nobody can speak a bit of English and they get mad at you whenever you ask to speak with somebody else. But that’s just the least of my worries. We continually have customers come in and say hey your phones aren’t working today on a daily basis. Call Vonage and nobody knows how to actually help you. You can definitely tell when a company pays for views as there is no way possible Vonage can have a 4.9 star rating. Beware of the headaches you will have by switching to Vonage business.
Stay clear of Vonage. When I ported my…
Stay clear of Vonage. When I ported my number from Vonage back to Verizon they charged me for an additional month. Originally I was told they would refund the charge. When I called to check on the credit I was told that upper management declined the refund- no appeal they just won’t give the money back period. It is unbelievable that this how they want to treat a long time customer. I will share my displeasure on every platform available.
DO NOT TRUST VONAGE THEY ARE A RIPOFF.
The single WORST business phone system…
The single WORST business phone system I have ever used in four decades! The biggest problem seems to be running business data and phone over the same cable circuit. Nine times out of ten you can hear the person you call answer but they can’t hear you. If you do get lucky enough to connect, the connection is often horrible! There is no way to tell how many incoming calls have simply never reached us either. I wouldn’t recommend them to my WORST ENEMY!
We have used Vonage for the past 4…
We have used Vonage for the past 4 years for our business. The support that you receive over the phone is only as good as the individual you get. I’ve found that the information is inconsistent and that not all the tech reps are as knowledgeable as they should be. We notified Vonage in advance that we would be merging our account with another Vonage account. When that time came and we made the call to merge, what should have been one call to get the merge started (where they would do everything offline and then let us know overnight when it was completed), actually took 5 days of being on numerous calls for hours each day with a different rep each time. That includes coming in on a Saturday and staying on the phone for 3.5 hours. So you can imagine our frustration and the valuable time that was spent to get done what should have been done overnight. Turns out that the merge process was NEVER started and each rep did things the long hard way. We only found this out yesterday which was day 5. This was a horrible, HORRIBLE experience and I wouldn’t wish it on anyone else. It could actually be used as a form of torture! :-)
I have been using their services for…
I have been using their services for quite a while and I am a happy customer, I have my business in UK ( Manchester) and have been stress free because of the excellent up time that these guys offer. The best thing is the sales representatives are more of a consultant and are quite patient while addressing your requirements.
Tons of issues with the softphone app. …
Tons of issues with the softphone app. We have to repair and restart our business computers daily (Today 4 times) in order to get it to work.
Regularly, the app itself will shut down as soon as a call comes in. We have lost calls while on the phone. Yet when you call them, they perform the same “repair” which usually involves uninstalling and reinstalling the app. We have to contact them almost DAILY to resolve issues. Not reliable at all! We also have a LOT of connection issues where when we answer a call, the caller cannot hear us right away. We’ve lost calls because of this.
I worked with Derek Kirchner and he…
I worked with Derek Kirchner and he is one of the smartest and most genuine sales reps that I have ever worked with. He took time to get to know my company and help set us up the way we wanted to. We have been a customer for a little over 2 years now and if I ever need any help I will still contact him.
I have referred multiple people over to him and he has taken time to get to know each of them and treat them exactly how he did with me. I would highly recommend requesting to work with Derek Kirchner.
Vonage pushed VoIP into the mainstream for residential customers and has since become a pioneer in the business communications industry. True to its roots as a technology disruptor, Vonage has embraced technology to transform how companies communicate, enabling better business outcomes.
Developed back in early 2000, the service was first introduced to US consumers in partnership with Circuit City in 2004. Vonage was founded by Jeff Pulver, an Internet pioneer and investor, who previously created one of the first ever VoIP applications, known as Free World Dialup.
Vonage has grown extensively since its humble beginnings, and the provider went public in 2006. The company has been innovating its platform ever since and expanded into the business VoIP market by acquiring Vocalocity in 2013. Vonage has grown its business service into a powerful cloud-first platform that enables users to collaborate virtually anywhere, any way.
Vonage has also expanded its platform beyond business phone solutions. By acquiring Nexmo back in 2016, Vonage combined its robust unified communications solution with the agility of embedded, contextual communications APIs. This powerful merger enables businesses to collaborate more productively and engage their customers more effectively across messaging, chat, social media, video and voice.
In 2017, Vonage partnered with Amazon to bring Chime-powered online meetings and video conferencing to Vonage Business Cloud subscribers.
In November 2018, Vonage acquired NewVoiceMedia, an industry-leading cloud Contact Center-as-a-Service (CCaaS) provider.
Vonage is building a world-class, cloud communications platform that will deliver significant benefits to their customers. With NewVoiceMedia, Vonage now has the most comprehensive offering in the market, extending from unified communications to programmable communications and now to the contact center.
Vonage Business Pricing and Plans:
Help & Support Options:
- Phone support available Monday – Friday 8AM to 12AM EDT, Saturday – Sunday 9AM to 9PM EDT, as well as emergency on-call after hours support.
- Live chat via instant messaging available Monday – Friday 9AM to 9PM EDT, closed Saturday and Sunday.
- Vonage 101 FAQs section that addresses the questions customers ask most frequently, including a glossary of industry terminology.
- A new training center with detailed articles, videos and related content for learning about account management, phones & hardware, as well as products & services.
- An archive of previously recorded webinars that cover a range of topics.
- The ability to submit a ticket for more complicated cases.
- Community forums to communicate with other Vonage Business customers.
- A status page that displays when services are experiencing outages.
Vonage’s Most Popular Plan: Business Premium
- Unlimited calling and SMS Messages in the US and Canada.
- 40+ business cloud phone system features (such as call forwarding – detailed below)
- Mobile app for iOS and Android. Link your business phone number to your mobile device.
- Desktop app. Get the power and control of your business phone system right on your computer.
- VonageFlow. Enables group chat, voice, SMS, video calls, file and media sharing through the desktop and mobile apps.
- Multi-level auto attendant. A virtual receptionist that allows callers self-select how they reach a person or department.
- Video conferencing, chat & file sharing for up to 100 people.
- CRM integrations with Salesforce, G Suite, Office 365, Bullhorn, ConnectWise, JobDiva, Netsuite, Microsoft Dynamics, SugarCRM and Zoho.
Business Phone Features Offered:
Control your privacy.
Give great customer service.
Personalize your business.
Save time and money.
Work on the go.
Collaborate with colleagues.
Vonage Business Premium Pricing:
- 1-4 lines: $29.99 per month, per line (plus taxes and fees)
- 5-19 lines: $27.99 per month, per line (plus taxes and fees)
- 20-99 lines: $24.99 per month, per line (plus taxes and fees)
- 100+ lines: Tailored to your business with a custom package.
Upgrading to Vonage Business Advanced for $10 more per line/month adds these features:
- 15 hours a month of on-demand call recording
- Call group. Forward calls to multiple extensions at once and have them ring simultaneously.
- Vonage visual voicemail. Transcribe voicemail to text and send it to your email.
- Orange-glove setup. Receive support from Vonage experts for account setup and onboarding.
Editor’s Bottom Line
Vonage’s Business Cloud is one of the strongest offerings for SMB organizations looking for an entire unified communications platform that enables users to connect via voice, chat, text messaging or video. Pricing is competitive, with plans tailored to fit specific needs and requirements, and month-to-month contracts are available as well.
Vonage Business offers three packages with different feature sets and the pricing on these scale based on the number of lines you require. However, all of the packages come with desktop and mobile apps, unlimited calling and texting, VonageFlow team messaging, as well as dozens of phone features such as call screening.
Your business can completely tailor the solution with the features they need, instead of paying a price that includes features that will never be used.
As an added bonus, and a bit of a unique offering in the market, Vonage Business Cloud also includes a free subscription to Amazon Chime, providing users with another platform for collaboration including online meetings, video conferencing and team presence and chat.
Vonage’s acquisition of Nexmo is another example of how the provider has expanded beyond phones. Nexmo enables business to engage customers across messaging, chat, social media, and voice – so capabilities such as sending verification messages or outbound marketing campaigns. Nexmo has also recently announced a drag-and-drop interface for designing call flows, enabling businesses without IT teams to design detailed call flow automations.
Overall, Vonage Business is a strong choice for any organization that is looking for a tailored approach solution, while still maintaining the flexibility and scalability of a cloud solution. Vonage manages to include an impressive feature set into a cost-effective, custom solution for every business, and its platform extensions like Chime and Nexmo help round out Vonage’s offerings to be much more than just business VoIP.
To learn more about Vonage Business Cloud phone services, call (866)448-5919