Pros No Pros since service never functioned and no assistance resolving my problem
Cons No support after they book the sale
Summary This was the worst experience I've had with any technology product in 15 years. I spent over 5.5 hours total time on hold with their support. Many times I was transferred to a line with a fast busy signal and the call was dropped.
I sent several emails to their support to which they didn't respond.
I sent a service cancellation to get a Return Authorization Number, they never responded.
Meanwhile, they continued to bill my credit card and my card company said without the return authorization number they couldn't do anything about it!
I wrote my Dept. of Justice in the State and included supporting documentation. They in turn wrote Vonage, I finally got a response. Vonage never even apologized for what turned out to be a huge waste of my time.
I wouldn’t want their service for free
Pros Cheap, Cheap, Cheap, Cant tell difrence in quality over land line
Cons Customer service is horrible when trying to set up, however have not needed them once since the initial questions of setting up.
Summary I have now had vonage for 1 year. I initially signed up while I had DSL service in order to test it and see if I could eventually get rid of the land line. (I knew I was moving in a month and would be switching to cable) Anyways for me it was a pain to set up mostly because it took a long time to speak to customer service. Once I did speak with them however I was able to get up and running. The quality of calls was just as good as the land line and the price each month was exactly the same! I eventually moved and hooked up to Cable modem. This went very easily. I have since reccomeded it to 4 other people who had signed up. All have cable modem and their installation was plug in per instruction and service was established-no need to talk to customer service. I am very happy with the service and so are my freinds since neither I nor they have had to wait for customer service. In the last year Vonage service has been out for a total of maybe 24 hours. Since we all have cell phones this is not a big deal because it forwards all calls automatically to where ever you predetermine for outages. 911 service DOES NOT EXIST AS A REGULAR LAND LINE. they state this all over the place for anyone to read and send you a few emails over this in the begining, the lawsuit against them in Texas , in my opinion is ridiculus, we should be held responsible for what we do and do not read or chose to ignore, anyways contrary to some of the posts here Vonage has been my only "land line" for nearly a year, it is a fine replacement for the traditional phones and has been ready for prinetime when I recieved it a little over a year ago! p.s. in that year they have dropped their rates twice, I would give it a ten but I took one off for the crappy service I got in the very begining
Pros OK voice quality
Cons customer support
Summary I strongly discourage you from getting this service b/c of non-existent customer support. I got the service back in November.
First it took almost 2 months to transfer the number, b/c Vonage did not provide all the information to Verizon Wireless. It was not until I called to follow up, that this got resolved. My phone number was transfered in one week.
Then my router burned. So I called up the customer support. After waiting for close to an hour (!!!), the customer support person was very kind and promissed to send me a new router. One month passed and I still have not received it. I sent already three mails to customer support -- no response. After waiting on the phone for 45 minutes (calling from overseas) I gave up.
Vonage may be an inexpensive solution for internation calls, but the customer support is really non-existent. If you have any problem, you are on your own! The end result is that I paid for the router, 5 months of service for nothing!!! Now I just need to figure out what to do next, whether to transfer my service to competitor (if only the phone number transfer was not such a headache.) Needless to say, I am not very happy with Vonage and I hope this does not happen to any of you.
Pros save some money
Cons lose phone calls, waste time trying to get support, poor quality, very poor quality int'l calls, refuse to let you transfer your telephone number back
Summary NOTE: I have a 4mbit cable modem so this isn't the problem.
1. Their phone system often goes down - meaning you get no service at all. Just in the last 3 weeks it has happened over 2 separate days.
2. Incoming phone calls are often disconnected.
3. Quality is poor. People will complain that your cell phone is working badly - when your actually on a land line.
4. International call quality is even worse. The sound is very chopped up.
5. Their own web site often goes down.
6. Their technical phone support is non-existent. This # has been busy for weeks.
7. Their email support only gives automated responses that have nothing to do with the problem reported.
8. They let you transfer your existing phone number into their system. But, if you want to transfer out to another service, they will refuse to let you transfer your number.
9. There is no company (still in business) that has a lower regard for its customers. If you sign up with them you will be treated like mold growing on their bathroom floors that their janitors clean.
Pros Great w h e n it works!
Cons Sucks as primary line.
Summary Every time I have a service problem I have to FIND a phone to call in to trouble shoot the problem.
Totally SUCKS as a primary line. Service was out for a week and the b-tards are now charging me $39 to disconnect their fragging service!