"Terrible phone AND customer service. Stay away!!"0.5 starson by HomeBruin
Pros: NONE!! Vonage is garbage. Don't believe the hype!
Cons: Calls don't stay connected, terminating service is a pain
Summary: Bottom line is the phone service is less reliable than a cell phone and their customer service is the worst I have ever received from any telecom company in my life! If you want the full story, feel free to read on...
My experience with Vonage was horrible. The phone service did not stay connected so I missed incoming calls. While on calls, they would often drop completely or I would be able to hear the person I was talking to but they would no longer hear me. I tried making all sorts of adjustments according to their online help to no avail (moving equipment around, lowering call quality, etc). I have broadband internet service and I never have issues connecting to the internet so the problem is clearly on the Vonage side.
Contacting their tech support was also a nightmare. They don't respond to email and wait times when dialing were ridiculous. After less than 4 months, I switched back to Verizon, assuming that my service would be terminated with Vonage at that time.
WRONG!!!Vonage continued to bill me. When I called to see what was up, they refunded one month but told me I needed to talk to another department to cancel my account but that particular department was closed for the day (so much for their so called 24x7 support). This first call took about 1/2 an hour and I had recovered about $30 but was apparently still a Vonage customer. GRRRRR!
So, I call back the next day to terminate my account and spend over an hour on the phone, mostly on hold listening to nothing. They try to tell me that they will put my cancellation through to occur on Oct. 11th (the call is on Sept. 6th). In addition, I will still owe them for 2 more months of service plus a termination fee for a total of $90+!?!? Needless to say I was infuriated. I was calling because they owed me money for the month+ I didn't use their service but was being billed for and I owe them money AND they can't cancel my account immediately!?
FYI - While sitting on hold, I reviewed every piece of paper and email I received from Vonage and nowhere is there mention of a termination fee or a minimum length of contract so I don't know what they're trying to pull.
So, after asking to speak to the person's supervisor, she finally agreed to close my account effective immediately but then proceeded to put me on hold for over 20 minutes. I'm assuming this was in hopes that I would hang up and they could keep billing me...
Eventually, after 90+ minutes spent on the phone dealing with these people my service was finally terminated (or so I'm told). However, I fully expect to see a charge on my credit card next month and have to spend another hour+ of my time on the phone with these jerks trying to get my money back.
Whatever you do, spare yourself the aggravation and avoid Vonage at all costs!!!