Do not sign up for the early service. Vonage does not refund money. So, if you want to cancel or change service after 60 days you will loose money.

Vonage Complaint Cancellation problem - Internet phone

Vonage Complaint
Cancellation problem - Internet phone
Location: New York, ny
VONAGE Account Created: OCT. 25, 2007

I use the Vonage line as my primary to make international calls to Dominican Republic and Spain.

I got the $24.99/month plan.
Unlimited local and long distance calling anywhere in the US, Canada and Puerto Rico. Now! FREE Calls to select European countries! ONE MONTH FREE!

On OCT. 25, 2007 I opened an account with Vonage. I had Vonage for over 22 days. On November 15, 2007 I wanted to cancel. SO I called Vonage and spoke to a foreign operator who appeared to be reading from some script.

I told her no for over 45 minutes, I even told her I was running late for work which she ignored and kept trying not to cancel my service with questions and other "offers". Cancel the account. I say cancel the account, I don't mean help me figure out how to keep it, I mean cancel the account.

The phone went mysteriously disconnected. I called back and spoke to another foreigner who actually told me he was just tring to do his job if I would just be quiet and listen he would cancel. So I listend to him for over 20 min. and still told him NO. He placed me on hold so long I hung up and called back and got another rep and this rep refused to cancel also. He was so belligerent and demanding.

But I finally got Vonage to cancel, I HOPE... To my amazement and utter shock VONAGE said that there will be a 39.99 early termination fee for each phone number, and guess what; I had two. Which I only open one account. I had already been charged $89.91 early cancellation fee and today I found a new invoice for $55.10. Let me remind you that I signed up for a 30 day free trial.

I am still fighting for my refund...
Please help me if you can.

People should be aware of the illegal, inefficient and hostile business practices of Vonage.

Vonage is the worst service I have purchased in years. The technical service and customer service is poor. They will not cancel your account. They keep charging your credit card months after your service has been disconnected. It is criminal and these people belong in jail...

Naty
ny,ny
11/17/07

Vonage's customer service told me that the "device" would make all the phones in my house run off of vonage. I didn't see how this could be, but went for it for the long distance savings. When I learned that this was not true, that it would only work if I had multiple wireless sets (and no phone when the electricity or computer were out) I decided to cancel. It took multiple calls and I received argument after argument from the "customer disservice" people in Wherever-istan (one gal came on and said this is Maria, uh, I mean, Heather. Don't know your name Ishkabibble?) trying to get me to buy whole house wiring, etc. I was put on hold for lengthy periods of time and forwarded 6 times per call to different people who all were incapable of helping me.
DO NOT MESS WITH Vonage! You will lose your phone number and bring yourself a world of trouble.

I was very leery of Vonage and had heard good and bad so a few months ago I did a lot of internet research to see what people thought, reviews here were also mixed. I can tell you, 3 months later, Vonage is great. I've only had one minor problem with it and it only happened once. I was on a conference call and started to download a huge file using my DSL (which Vonage is attached to). I lost the call. Other than that one time, no problems, great reception all over my apartment. Recommend.
Jeff

I called on Saturday to sign up for service and two hours later after discussing this service with my Husband we realized that this service would not work for us because we have an elderly relative who resides with us, if power went out they would not know how to activate the serice. We were told when calling back on Saturday, just two hrs. later that we had to call back and speak to an account manager during business hours Mon. - Friday 9:00 - 5:00 EST. I called back on Monday at 9:00 held forever and then finally got a human (I use that world lightly) they told me that I couldn't cancel until I received their equpment and then I was to return the equipment at my expense and then they would charge to a disconnection fee, they already charged me for activation on something that to date I have no equipment. The thing that burns me is they had not even shipped the equipment when I called Monday but it was in the process of shipping and they couldn't stop it. Customer (no service) is awful, these people have no clue on how to treat Customers and I hope that they experience the same bad service that we got some time in their life time and then they may appreciate being a civil person.
DO NOT SIGN UP FOR VONAGE, IT SUCKS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!NO KIDDINGS

  DON'T GET VONAGE !!!

They will rip you off. The "free month" was only 5 days until they billed my credit card. The static was terrible and they couldn't get it fixed. When I asked to be changed back to my previous carrier as part of their "Free switchback guarantee" they told me it would take 6 weeks to change me back with my same phone number and that would mean I was outside of the 30 day guarantee. They then charged me 40 dollars. It was worth it to get rid of them. Never Again!

Terrible service! Most times it was almost impossible to get a connection at all. I have broadband internet and yet even at the lowest quality setting it was horrible. I called and the guy from India I talked to was nice enough, and he said he did something to correct the issue. Did it work? Hell no. Many times I would be talking to someone (albeit with difficulty) and suddenly there would be dead silence. The connection had been lost. If Osama Bin Ladin is using a VOIP, I hope it is VONAGE! Finally I could stand no more and cancelled and they had the nerve to charge me 39.99 for a disconnect fee when they simply have to hit a few buttons on their computer. What a bunch of crooks---BEWARE!

I have vonage and the price is ok, its not great, they're charging me $10/mo. in fees which is as much as 50% more than any VOIP provider.

Also, my voicemail has been broken for 6 months where whenever someone leaves a voicemail, the only thing that will make that stutter tone go away is to unplug my vonage adapter for 20 minutes, and I can't get them to fix it because of their passive aggressive "technical support" and "customer service" people, all of whom operate under procedures which are CLEARLY designed to discourage customers from calling by deliberately making any call you place to them for a 60 second issue take 1/2 hour with aggressive long windedness wherein if they're spending 60 seconds stating some obvious point, they won't stop talking when you start trying to speak, they raise their voice above yours, among other things. I call them and they all want me to sit through the same 30-60 minute steps of their card reading trouble shooting before they transfer my call to a supposedly more competent support department who do the same thing. So if you know, if you've been unfortunate enough to find out there's a department called ATS which may have some ability, you can ask "technical support" or "customer service" to connect you to them, in which case they will tell you there's no such thing as ATS, then you ask to speak to that ATS denier's supervisor and about 50% of the time they will tell you they don't have a supervisor.

If that wasn't enough to make me wish there was equipment of theirs on utility poles which I could destroy, they charge you like 40 bucks if you cancel your service less than 2 years after you sign up.. 2 years the only notification of which is buried deep in fine print in your agreement!

Bottom line, avoid vonage like drug resistant plague mixed with aids and herpes carried by highly radioactive serial killers. The quality of your VOIP is almost entirely dependent on the quality of your internet connection and Viatalk is supposed to have great customer service and they're much cheaper.

I signed up after the pushy saleslady said it was a "30 day money back gurantee" Yah right.
My modem finally came and within the first 5 minutes I realized this was not going to work. The connection was so bad that when I called to disconnect the guy had to call me back on my cell. This of course was after I had waited half an hour on hold. I was given a confirmation # and told I would receive a call back within 24 hours with a return authorization. 28 hours later I called to find that it had not been disconnected. They tried to get me to let them "tweek" my connection, but when I refused and said I was done with them they wouldn't answer anymore questions. I asked how much they were planning on charging me and after she tried to hang up on me I was told nothing and then hung up on. Then they had the nerve to charge me $43 almost instantly as in before I could hang up and log onto my bank. (supposedly I'll receive that back when they get their modem back within 14 days- but I'm highly doubting that)

I absolutely would not use Vonage! Horrible customer service- pushy and you can barely understand them.

Vonage service is terrible. After explaining my home fiberoptics connection to a Circuit City employee, he suggested (and I bought), a Vonage router. I drove home and tried to connect it to my wall outlet and discovered that this router would not work. I had called Vonage's technical team and had a great deal of difficulty trying to understand the directions they gave. I think I was calling Mumbai, India. After a lengthy conversation with their techie, he suggested a different router. I returned the 12 miles to circuit city and again came home with a different router, this time costing $94.00, and hooked it up as instructed. This one, again, did not work out.....no dial tone. Using many more cellphone minutes, I called Vonage again. The techie was very polite but difficult to understand. Still it didn't work. No one seemed to know how to solve this problem. After losing an entire days time, lots of gas amd cell phone minutes, I decided to cancel Vonage and try Comcast's digital phone service. I called Comcast and by the next day had a working phone. I even got to pick from a list of phone numbers. They were great and so far service is good.
Now three days later, I still have been unable to get my Vonage account cancelled. Every time I call I give my account info and phone number to several representatives and I am then placed on hold for at least 30 minutes only to be disconnected each time. I even tried getting transferred through the technical support department. The last two times I called, after being transferred several times (each time repeating my account info), I was told that their system was down....to call back in two hours. I will have to send a certified, return receipt letter.

Horrible customer service! After spending two hours with someone that had no idea how to help except read the same troubleshooting guide that's available on-line, she transferred me to the tech expert, who immediately told me that there is an issue where my router and the phone I ordered were not compatible. Thanks for wasting not only my money, but my time. I received an alternate device and the system still did not work. I tried to cancel and when reaching a CSR to transfer me to the account specialist, my call was dropped. This happened twice! After reaching the account specialist, she actually offered me a free month. Hey that makes sense, a free month for a service that didn't work. So I'm sure it'll be a pain in the rear to get my money back, but I'm going to fight it anyways. After seeing so many people with vonage issues, anyone up for a class action lawsuit?

Last week I set up vonage 500 basic. Representative told me that for now they are unable to transfer my phone no ( they have to buy it which takes 1 to 3 months) She said I will get temporary no for that time. Then I would get my old no back free.
Yesterday I called to check on the status. Nothing was done. I was told that my old number is available :!: and to swap it fee $10. There was another option; get another line with phone no I want, free for 2 mths. Fee approx $2.5. Rep however did not specify that this is only for unlimited plan not basic 500 so I went for it. I checked my account online today and to downgrade fee $10 :twisted:
Managers supposedly not available to complain.
Be aware of this when dealing with vonage

Worst company to deal with!

Vonage is only worth it if your phonebills are very high (such as calling long distance a lot). I never got my adapter out of the box. I have an alarm system hooked to my phone line. For the emergency calls to go out I would have had to pay $300 + $15/month to have a cellular box put in so that the emergency calls go out over the cellular network. Plus they never told me that the adapter has to be hooked up to a computer for it to work. I have a laptop not a desktop! I just felt that Vonage was in such a hurry to sell me the service that they left out key details.

Vonage is the best service I have ever had!

The quality of service was very poor. I add an additional business line and it took 3 days for them to set it up, because of router issues. It was up fo a week the router died. We decided we would just cancel that line. After working with them for a few weeks they tell us its been over 30days and we have to pay $39 disconnect fee and $45 for the dead router. They said they didnt want the router back they wanted the $45 for the router. Unreal, Worest customer service ever.

The worst comany and the worst service ever. Their commercials lie. The service is not reliable, many outages. The service is not clear--choppy, static and voice mail does not work. Transfer number--wrong--could not transfer my fax mumber for over 4 months. Lies, Lies, Lies !!

Terrible. Enrolled in September 2006, never got ANY service. Tried to cancel several times and they never did. Finally today they charged me 42$ to cancel a service I never had. Not once. Stay away from them. If you really want Voice Over IP, use your Internet provider.

Vonage is the worst service provider I have ever dealt with. I DO NOT recommend this service to anyone. Its is TERRIBLE!!!

The quality of the service was fine. But the quality of your service is greatly dependant on the quality of your internet connection...and those vary greatly. Their web site is over loaded and that causes voicemail retrieval to be very slow and cumbersome at times. And the one thing that I am VERY unhappy about is their poor business practices. I bought a wireless phone from them and found out later that they have the phone preconfigured to ONLY work with THEIR service. AND, if you cancel your service with them they will not let you reinstate service on that wireless phone, not even with them. The phone is a paper weight. Also, they have a disconnection fee hidden inside of their legal paper work for when you decide to cancel on them they can stick you one more time.

Beware. OK for first few months. Then terrible. Dropped calls, static connections, sounded like bad cell service. No help from tech support after 8 calls. They said it was ISP problem. I'm on cable modem with 3 meg+ solid connection. Cancelled service and they had the gall to charge me a $40 termination fee. BEWARE!

Terrible! Run away! Run away. I literally had no phone service for about 2 months because of this terrible service. I called a zillion times--it worked for about a week then died dead dead dead. I switched rounters, boxes, lines, phones--it was hell paying for no phone. It screwed up my land line service so badly that for awhile I was paying for two phones and had none! I emailed for help--it sucked. I called and the person I talked to after I tried everything they said gave up. Get SKYPE--its free and it works and you dont need all the crap of vonage. I cannot diss this company enough--they SUCKED and will screw you.

stay away !!!
if you do buy in and then want to cancel, expect an aol style run around and extended fees. I used vonage for 1 minute - sound quality was very poor - I missed the 30 day cancellation and ended up paying $100 for that 1 minute call - service reps lie to you about 2 month cancellation of equipment and cancellation charge - it was really 3 months, now I'm not even sure they will stop trying to charge my credit card - STAY AWAY !!!

They Suck. Voice quality is not good. Billing practices are horrible. They know that they are cheating customers and made cheating a business practice.

They called me. I bit, they issued me a California phone number, but I live in Montana. Turns out that I can't change the number as they don't service Montana. If they don't service Montana, WHY ARE THEY CALLING ME KNOWING THAT THEY'RE GOING TO GIVE ME AN OUT OF STATE NUMBER??? There was no mention of this fact when talking with their CS people who are knuckleheads. I asked them to reimburse me for shipping their equipment back, but they declined. Now it looks like they're going to charge me a $39.99 disconnect fee. I called to ask about it, and was on hold for over 50 minutes (which is not an unusual hold for Vonage Customer Service).

I love Vonage! I think a lot of the quality problems earlier posters mentioned might actually be the quality of their internet service to blame. I've never had a single problem with Vonage. I love it! And now you can call Europe for free. Brilliant!

Dont get Vonage... Internet service up and running (cable), modem works fine. Cant get internet when running though Vonage router. 1st, 2nd & 3rd level support unable to help...customer service ran out of ideas....asked to to call cable provider to unlock modem. modem not locked- wrnt through several levels of vonage customer support again - 1 week later, still no phone service...and it will take 30-60 days to port the phone number to another provider....