Chat only technical support. It took me 4 hours via chat to solve a problem that could have been resolved in 5 minutes on the phone. Chat support agents are not well trained and two refused to help after my case had been escalated. They do not prorate bulls after cancelation. Run as fast as you can from this company if you are thinking about a VOIP provider
Vonage Business Verified Reviews & Ratings
They have the most horrible customer…
They have the most horrible customer service I have ever encountered! I’m having technical issues and there is no one to help me. In a business, technical issues need to be taken care of ASAP but I’m still being routed from one agent to the next for an hour. Their system is confusing and their agents aren’t that much smarter than me.
Simply horrible ! To get right team it…
Simply horrible ! To get ri8 team it took me to try more than 20 min. called few time as per described number then again and again taking me to same place for chat service. problem is chat service finding is not easy. you cannot reach through website. need to browse different site. I had to call residential team and then found chat link.
after chatting full 1 hour problem not shorted.
For public the conversation–
>Thank you for choosing to chat with us. An agent will be with you shortly.
You are now connected with Gaston
Info – 6:32 PM
>Welcome to Vonage. My name is Gaston, and I am here to assist you. Please allow me a few moments to locate the correct account based on the information you have provided and to catch up with your initial query.
Gaston – 6:33 PM
i need guidence through calling 02085212219
Please contact Customer Care at 020 7993 9000 to update your Device the above message showing to my online account
Albatross education ltd – 6:36 PM
I found the issue
you have no users creted
Gaston – 6:38 PM
pls help me to do so and how i can active my phone set
r u there?
Albatross education ltd – 6:43 PM
I’m sorry for the delay. I’ll be right with you.
allright, no problem
please provide me the data for the user
Gaston – 6:46 PM
sorry data mean ?
Albatross education ltd – 6:50 PM
the name, last name and email for the user
Gaston – 6:52 PM
Md Mehedi Hasan
Albatross education ltd – 6:53 PM
on it, please give a minute
Gaston – 6:55 PM
almost 25 min over to ck the identity !!!! so shame for vonage service
I should stay residence 1000 time better than business service i do realize i bought hassle for money!!!!
Fast of all no tele call facility
Albatross education ltd – 6:59 PM
Excuse me Sir, I asked you the data in order to create the username, I wasn’t checking the identity
Gaston – 6:59 PM
I have login access to my online business account
r u talking about that or something else ?
Login Credentials Username: UKD039365
And I have password to access my online account
R u there ?
Albatross education ltd – 7:02 PM
please try again
are you using the mobile app or the desktop app?
Gaston – 7:03 PM
I did log in to website and also i have desktop app
my question was I need to active my number and How I can start using my new telephone handset received from vonage
Albatross education ltd – 7:04 PM
I mean, in order to make a call, what app are you using?
Gaston – 7:05 PM
no app i want to use hand set
Albatross education ltd – 7:05 PM
when did you receive a telephone, as I cannot see any phone registered under your extension
Gaston – 7:05 PM
i received from vonage model i given you very earlier
Yes thats the help i need
so why you cannot guide on it or why some one cannot call me!!!!!
Albatross education ltd – 7:07 PM
A Polycom VVX 250 I presume
Gaston – 7:07 PM
Albatross education ltd – 7:08 PM
Is the phone connected now?
did you plug it into its base and to the internet?
Gaston – 7:09 PM
followed the leaf late instruction but not working
Albatross education ltd – 7:13 PM
we are now going to locate the phone’s MAC Address. To find this information, please look at the backside of the telephone at the label, there should be a white barcode with a large series of characters comprising of letters and numbers.
it should begin with 64:16:7F…
Once you have this, please type it to me
Gaston – 7:14 PM
Albatross education ltd – 7:16 PM
can you double-check it, please?
I cannot assign this mac address to you extension
please double-check if all numbers are correct.
Gaston – 7:21 PM
very ri8 end Rev J
Albatross education ltd – 7:24 PM
I found the issue.
The MAC address wasn’t unassigned from another account, therefore it cannot work in your account
I’m rising a case with the provisioning team so they can reassign this MAC adress
they will do it tomorrow within business hours
in the meanwhile, as a workaround, you can use you mobile or desktop application in order to receive and make calls
Gaston – 7:28 PM
is there any direct contact number?. or can you plz make sure they call me 02085212219 within 10am to 12pm
so so disappointment its a terrible service.
Albatross education ltd – Now
waste of money ! waste of time ! they do not value the business time!!!
Terrible customer service, what a…
Terrible customer service, what a nightmate. Tried to sign up for Vonage but their online payment system would not process the payment and activate the account despite using different browsers/credit cards on different computers. I decided that it was not worth taking the risk of changing our business phone line over to their service if their payment processing system was so buggy.
Weeks later I received a bill for a service we did not use and one that was not setup. I tried to call customer service but they use a virtual online assistant & despite hours of trying I could not reach a human being. Since our account was never setup I couldn’t log into an account to cancel it either. This company was a complete waste of my time so I disputed the charged on our company CC (which Vonage disputed) and then I blocked Vonage on the CC from charging any future payments.
What a nightmare.
We have three accounts with Vonage & I…
We have three accounts with Vonage & I have in the past recommended it to others, however the service is, sadly, not what it used to be.
Worst customer service. Charged when out of contract, after giving one month’s notice.
Terrible, shocking and they take no responsibility for when your phones don’t work.
Change my contract to Ring Central business and left Vonage immediately.
This is the worst company and if you…
This is the worst company and if you are not using 4-5 lines, spending a lot of money with them, they treat you like an animal. Accidental charges they refuse to refund but add to your account you don’t even want anymore. Accidental suspensions which costs hundreds of dollars in business only to get a “sorry” and a daily credit which doesn’t even cover 1/10 of the ad fee you spend to get the customer call. Extremely difficult to use the software, always crashing, and to top it off, the representatives are rude, always coughing, forgetting to push the hold button, allowing you to hear their off the record thoughts on you, and so forth. It’s like this is not even a real company from the representatives professionalism. This has been the worst, i mean worst phone company i’ve ever experienced. They accidentally double charged me and REFUSE a refund on the mistake they made, and also admitted on a recorded call. This HAS to be illegal
I opened my business in October 2019…
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!!
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.
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