I have been a Vonage consumer customer for over 10 years and this is to warn businesses that Vonage may ultimately fail you too. Vonage got its start with residential customers and they were great for a while. Now for the first time I am thinking about leaving them. Why? They forgot where they started. Their customer service processes have become robotic and simple problems that used to be resolved with an enthusiastic and helpful Customer service team suggesting ways to troubleshoot such as testing problematic numbers have now become cost cutting exercises with problems shoved back on to the customer and their broadband provider. They have lost a common sense and logical approach to helping. Dealing with a problem with Vonage is time intensive and in my case now is blocked/ resolved. They appear to have punitive measure to staff going above and beyond based on a conversation with one staff who said: It would be on him and admitted he would be “given “hell” if he went above and beyond and actually (god forbid) raised a ticket with the offline team. Is this a company you want to do business with? I have been calm and I have raged and can’t deal with Vonage anymore.
I have had this service for a…
I have had this service for a year. Had two companies but just cancelled one last month but they wouldn’t refund me for what I paid on it 2 days before. Stated that it was in contract which of course they NEVER sent me when I signed up! Cannot use phone 80% of the time as it will say NO SERVICE. Cannot retrieve messages 90% of time from voicemail. I’m sick of this service because it is not dependable and I have lost so much business due to this system. I do NOT recommend this company at all! Customer service sucks too. I am currently changing to another provider.
Though your Vonage connection…
Though your Vonage connection works well enough (after connecting past midnight after a 12 hr workday) my criticism is that I was not informed of the need to rewire my phone system to connect my phone base to your box which needs to be next to my router – which is located on top of my furnace in a very cramped space in the basement. Pretty inconvenient place for my primary phone to be. Now I have to buy some 60′ of phone cable and run it through the dusty ceiling of my woodshop and through a muddy crawlspace to relocate my phone back to my living space. Moving the phone to make the connection also required me to disassemble my desk and computer array to access the power transformer.
Also, though assured I would never be without a working phone, I was greeted last night at 10:00 p.m.by my wife frustrated that our phone was dead and she had missed an emergency call from a referring physician.
Your help line folks were very pleasant and had remarkably good English. They were also very tolerant of a very … exasperated … customer. My regards to Jose and the prior fellow in India whom, regretfully, I did not catch his name.
I now understand why you provide a VISA gift card. It is not enough to compensate me for the time and aggravation involved and my time this weekend running the new phone cord.
… but what they don’t tell you is that your router needs to be near your primary phone station and you have to add the Vonage box to the clutter on your main station.
Direct contact needed with router and vonage box. Primary phone need to be near the box near the router for similar connection. Missed messages are only reviewed on vonage box.
In the end you have a pile of hardware on your main work desk.
For those of us with the router in the basement – doesn’t work.
Vonage is the third…
This is the third VoIP service I’ve had. The first was terrible, the second better but with frequent dropped calls, dropped words, etc., MagicJack which worked well but lacked features that I need and use frequently (3-way calling, for instance). So when I was searching for another voip company I was doubtful. When I read the Vonage reviews I assumed they were fake, planted by the company itself and called them to go over my concerns. As it turned out, I’ve had great service fairly consistently – good voice quality, no dropped calls, etc.. Even using my phone in Mexico, tech support did its best to keep service working well despite the odds. So, after more than a year of using it, I am adding my glowing review to the others.
First introduced to consumers in 2004, Vonage has been a pioneer in VoIP services and remains one of the largest providers today. Vonage was created by Jeff Pulver, who was responsible for crafting of one the first Voice Over Internet Protocol applications, Free World Dialup. The company has since acquired the fast-growing business VOIP provider, Vocalocity, in 2013. Vonage continues to expand its offerings in both the residential and business market, now utilizing Vocalocity’s resources and customer base as well as their VoIP call platform. Recent innovations in the provider’s offerings including a plug-in for Facebook, iOS and Android apps, mobile calling and far-reaching international calling plans.
In 2009, Vonage introduced its most popular residential plan, Vonage World. The plan offered unlimited international calling to more than 60 countries for a flat rate, and has since expanded to include 70 countries. With a simple setup, competitive pricing and a large array of features, Vonage is an easy to adopt solution.
Most Popular Plan:
Vonage World is the provider’s most popular residential calling plan, for $27.99 a month. The plan includes unlimited minutes to 70 countries around the word, 10 countries for mobile calls, the ability to call on a home phone and two smartphones, and 25 customizable features. The plan also includes number porting to retain your original home phone number, or can provide you with a new number. Included hardware is simple to setup and quick to adopt. Plug in your phone and router, and you’re all set to start making calls.
The Bottom Line:
As one of the most recognizable VoIP providers, and now more stable platform with the 2013 acquisition of Vocalocity, Vonage has formed one of the most powerful calling platforms with unlimited calling in one of the largest pools of included countries. Additions like number porting, smartphone apps, and other unique calling features make Vonage a good choice for those looking to switch to any easy VoIP solution to replace their phone service at home.
All Available Plans:
- Vonage North America: $24.99 a month with free activation for unlimited calling across the U.S. (including Puerto Rico), Canada and now even Mexico
- Vonage World: $27.99 a month for unlimited calling to 70 countries, including unlimited mobile calls to 10 countries
- US & Canada 400: $12.99 a month for 400 calling minutes per month to the U.S., Canada and Puerto Rico
- Vonage 3000 To Globe Philippines: $29.99 a month for 3,000 minutes to major Philippines VoIP provider Globe Telecom, plus Vonage World features including unlimited global calls to 70 countries
All Available Calling Features:
- Three-way calling to add a third person to the conversation at anytime
- Bandwidth Saver to maintain great call quality even when internet connections are poor
- Call Return lets you see who called you and when and return the call without having to redial the number
- Call Transfer to redirect any calls to any number in the U.S., Puerto Rico and Canada while you’re on another call
- Call waiting so you can see who is calling when you’re on the other line
- Do Not Disturb setting will have all your calls go straight to the Vonage Voicemail Plus whenever you want
- In-Network Calling is free to call other Vonage numbers
- International & Directory Assistance Block can block directory assistance and international calls
- Network Availability Number to forward calls to any number of your choice in case power goes out
- Ring Lists let you direct incoming calls to the specific Vonage line of your choice
- Vonage Extensions allow you to take your number anywhere and use your smartphone to make and answer calls through a mobile app
- Selective Call Block to quickly block unwanted calls with through the mobile app or your Online Account. Block and unblock numbers as frequently as you want
- Vonage Voicemail Plus lets you listen to voicemails from your phone or have audio files sent to your e-mail inbox
- Enhanced Call Forwarding to answer home phone calls no matter where you are, through your Vonage Online Account or any other number including mobile
- SimulRing lets you forward your calls to up to five additional phones including desk phones, basic mobile phones or even smartphones without the Vonage Extensions app
- Dedicated Fax Line lets you send or receive faxes from your home without tying up your phone line
- Toll-Free Plus allows you adopt a toll free number for others to call you for free
- Virtual Number lets you save family and friends money by setting up a Virtual Number in their area code, no more long distance calls
- Vonage Online Account to manage your Vonage service from your smartphone or computer
- Special Service Numbers include:
-211: Your connection to community services
-311: Your local public information center
-411: Residential and business phone listings within the U.S., including Puerto Rico, and Canada
-511: Timely travel information
-711: Your state’s Telecommunications Relay Services (TRS) so you can call any phone with a text phone (TTY)
–811: Locate your city’s underground utility lines