"Deplorable customer care, service wouldn't work."0.5 starson by heatherweh
Pros: Monthy bill is cheap (excluding all the fees).
Cons: Customer service, fee to connect, fee to change plans, fee to disconnect, service is spotty.
Summary: I regret that I ever decided to use Vonage, it has cost me an arm and a leg and the whole reson I considered it was to save money in the first place! Signing up was easy, cancelling the account was nigh impossible. There is a $30 activation fee, a $30 fee if you change service plans, a $40 fee to cancel the service. If you cancel withing 90 days they will charge you for the equipment too, I would not want to find out how much that might cost. I had some difficulty installing the service, but got it after a week or so of contacting customer service for Linksys, the router manufacturer. The service worked for the first 2 weeks or so, then calls became progressively more choppy until people could not hear me at all. I followed the troubleshooting guide on the website and tried everything and it did not work. I called my internet service provider (cable modem) who assured me that my service was fast enough. I bought and installed a new router, same problem. I paid my bill for months while not being able to use my phone AND paying for overages on my cell phone. I decided to cancel the service and the customer care was horrible to me (once I fanally got through, after being on hold for almost an hour). They slammed me with a $40 cancellation fee, then when I asked to speak to a manager, the "customer care rep" put me on hold and then hung up on me. I called back, sat on hold for about 15 minutes, then finally got to speak with a so-called manager, who said he saw no reason to waive the cancellation fee. We argued for about 20 minutes, I pointed out that he can see that I haven't even made phone calls in months and that their service is defective and I am not canceeling just for personal preference. I further stated that I've been paying them $25 plus tax monthly for a service I couldn't use and that I had even recommended people to their company. They still treated me very badly and refused to budge on anything. I was glad to pay the $40 plus whatever other silly fees they'll slap on their just to get off the phone before I had a stroke. This was one of the most stressful experiences with customer service anywhere and I highly recommend the 'buyer beware' with Vonage.