- Average user rating: 2.0 stars out of 863 reviews Back to product review
- My rating: 0 stars
Full user review
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48 out of 50 people found this review helpful
0.5 stars
"Very Poor Customer Services and Billing"
Pros: Easy Installation
Cons: Poor Customer Service, Gotcha Billing practices
Summary: We signed up for vonage servicve with number transfer from verizon. Within over 20 days phone number was not transferred. I faxed authorization form and verizon phone bill 3 times to Vonage. I believe, they purposely delay so trial period is over and then you have to pay $39.99 for cancellation fee if you want to cancel. I figured it out when I cancelled my service after 20 days. I was charged full for the 1st month $79.99 plus $39.99 cancellation (even the equipment was shipped day after cancellation and I have proof USPS tracking they received it within 3 days) plus setup fee $29.99. I was on promotion for 1st month free but this trial for 20 days cost me about $149 even I did not use phone that much (1 or 2 local calls only for test purpose). I have been calling them and CS tranfer me to billing which automatically disconnects me after 8-10 minutes of waiting, it happend 4 times. No reply of any emails it has been over a month now. Their equipment installation was easy and temp number was up as soon as I plugged it it after activation.
After this horrible experience, I sgined up for AT&T Callvantage, though a little expensive but I am very happy. They tanferred my number within 10 days and excellant customer service.
- 11 replies to this review
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I recieved an e-mail Vonage stating that my usage history was indicative of a "small buisness". The e-mail stated that I was using over 5,000 minutes per month and that was inconsistent usage for residential service (meaning as a residential customer you cannot go over 5,000 minutes per month).
The e-mail stated that if I did not contact them within 72-hours regarding this matter that my service would be either suspended or automatically up-graded to a "small buisness account", which would in turn raise my rates from $34 to $49.99 per month. I contacted them back via e-mail and also spoke with them over the phone to no avail.
I felt forced to up-grade, as I could not afford the interruption in my service.
This is false advertisement as Vonage clearly states in every commercial as well as on their website that you get UNLIMITED CALLING but fail to mention that you DO NOT GET UNLIMITED USAGE. -
Exactly as you said. They really suck
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This is a bad company, very poor processes and procedures, poor customer service, stay away!
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As a rep, working the phones for Vonage, I find it regrettable that this person had such a hard time, but we are not the reason it takes up to 20 days to transfer a number over. In the case of Verizon, they take the longest of any carrier to release the numbers to us. We send the letter of authorization to your carrier THE SAME DAY we get it back from you. If you waited over 20 days, you should call THEM to find out why they haven't released the number yet!
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I have not much good to say about this service. The customer support sucks. I was on the phone for almost an hour for a billing question. I have never been this long with any companyfor customer service. My problems started when I started the service for a new business. The quality of the calls was poor (echoie). We often had connection problems, and the fax line was not reliable or gave us a bad signal. Every week there was something new. I looked into changing to a regular line (Sprint) and keeping the same phone number and it took them almost 3 weeks to give up the phone number to Sprint. Before stopping the service I was clearly told that once the phone was swithed over to Sprint that my account would be inactive but over a week later I was billed a new month ahead. When I made that claim with them after they had billed me they would not budge and will charge even if I cancelled one day after the billing. There are other options out there. Do not think that you are going to save much money with Vonage. They'll find a way to rip you off, especially if you stay with them for more less than a year.
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I had the same experience as you. Their business pratice needs to be investigated. I plan to contact better the business bureau. You are smart to switch. When I was on the phone, the internet would freeze where by I could not use their website to ask for help. When I call their phone number, it was minimum of 30 minutes on-hold.
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I got my vonage phone service in Dec.05, I have had nothing but problems ever since. The quality of service is poor at best,if you can hear the person you are calling they can only hear every other word you say or you get disconnected. If you attempt to call customer service be grateful if you can get someone that speaks english. When my phone bill came due they attempted to charge (my valid credit card) 13 times in one day and could not do it successfully, when I called them and told them to not charge the card anymore the said that not only would they continue to charge the card but they were now going to charge me $167.66 for a $27.00 phone bill because I no longer wanted their service. Stay away from vonage they are not a reputable company and their representatives are downright rude.
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How can you be charged $79 a month for a $27 a month service? Are you sure you don't work for AT & T? Your claim sounds a little fishy.
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We decided to look into Vonage and after researching their product we found, on their website, information about return and cancellation policies:
"Yes. Vonage will apply a $39.99 termination fee to each line that is cancelled within one year of being activated. If you cancel within the Money Back Guarantee period of 30 days and return your device within 14 days of your cancellation, the termination fee will be refunded.
Note: The rebate instant credit is cancelled and you will be charged for the balance of the price of the equipment, if you terminate Vonage service between the end of Money Back Guarantee period and 90 days of service."
So basically, if you decide they're not for you, you will be billed for all equipment they send to you at the full retail value. You also cannot exceed a certain amount of usage within the Money Back Guarantee period. From what I can tell, Vonage has terrible customer service by phone but I would suggest printing out their policies before signing up to use as evidence of what was promised. For you to be surprised that they are charging you and give a poor rating based on that is misleading, as these charges are fairly posted on their website. However, I do understand the frustration & I believe that their "guarantee" is complete fluff. It does not guarantee a risk-free trial as they would like to make it seem. -
I'm sorry you guys had this experience. I didn't transfer a phone number so I can't speak for that process. I have to say my service works great and the CSR was great when I finally got a hold of him. I was on hold for almost 30 minutes, which is no excuse! They need to fix that ASAP! However, now I have no complaints. I've been making hundreds of long distance calls and this would have cost me a bundle on a regular POTs ($24.99 is nice!) CSR - 1 (for hold times) Service - 9
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I agree 100% with paksys. Even I had such a horrible experience with voange. I could never get a dial tone even after spending 10 hours on hold (by the clock) over several attempts to reach CS. I was charged for activation fee, cancellation fee and a fee of 99$ for another router that vonage themselves had sent as a replacement for the first one. I had to make ceveral pone calls to billing dept with experiences similar to paksys. After yelling several times, I managed to get the refund.
My advice, stay away from vonage
