Vonage for Home | United StatesReviews of vonageforhome.com

I rarely have had issues with Vonage equipment, but when I do, their customer service is horrible. I recently had a Vonage device replaced with an "updated" one. The new device did not have the usual screen to display caller ID. I asked if they still had that feature and if I should purchase a phone with caller ID. All I get are canned responses about troubleshooting or how to keep my name anonymous. Does anyone read the email?

BEWARE OF BAD REFUND POLICY: I have been a long-time Vonage customer. I prepaided 12-months in advance. I have cancelled Vonage three months into this 12-month period and they will NOT PRORATE a refund for the remaining 9-months of unused service. UPDATE: After working my way up the supervisor ladder on five calls over three days they gave me a refund for 8 of the 9 months I am not using this service. If I hadn’t pushed (and posted this message) I probably wouldn’t have received a refund at all. They need to change their policy but I added a star because they did give me a partial refund.

I used to carry a high opinion of Vonage, they seemed to care about the customer. Until recently. Any business that calls customers on Christmas day, loyal ones that have been with them for years that just happen to miss a payment due to an issue with the banking network, seeking money is not a business I want to support. I have cancelled my contract with them and have no intention of ever renewing.

I have just signed up and have not even received the equipment yet and have received two email notifications that while they are aware of my visits to their site they say I haven't signed up. The next statement is the kicker - causing confusion and buyer's regret - these emails notify me that the price of the plan I selected is only for six months! And that they are now informing me that the offer of $9.99 a month is only for six months and then will be going to over $26.99? Before coming here I checked the receipt they sent and there is no notification of such an increase nor a 6-month limitation of promotion. I feel ripped off; uncertain and threatened. I have no idea where I stand or if I should be shopping for another service before the VOIP box arrives! I have done a search through their website, TOS, and agreement - and can't find this increase mentioned (threatened) anywhere either. Do they stand by their prices or did I fall for a bait and switch? I don't know what to do or believe. Update: After phoning Vonage CS - I was able to get the issue addressed. However, to continue service at the advertised price, I must call Vontage CS "After" the 6-month period of time, and identify myself, and only then will the price advertised remain. Yes, I'd love to send you a copy - I saved the emails. Would you like to inform me how to send them - or where to send them to the correct email address so you will get them? I'd be happy to post the emails here too if I knew how - it would save you time and show the exact wording of the statements. Note: The Vonage CS Representative I spoke to was very helpful, and the reason why I'm still a customer. The phone service has been flawless and sounds great. I was able to keep my number, (changing would have been a disaster), and a seamless process. My only issue was the difference in price after 6 months. Not that the price is currently only promotional (now), and if one doesn't sign up now, the price is increasing in 6 months, back to the regular price of $26.99. (To get people to take action now) This specific statement came after signing up and is not stated anywhere on your site - creating unnecessary confusion. It is a contract after all.

User for more than 15 years. The service is dependable, voices clear all is great except for...THE SPAM CALLS! 15 or more a day. Nomorobo installed, spam feature activated, can't leave ringer on. 50 numbers can be blocked, thats 4 days worth. The number list has to be manually cleared to block more. It is in numerical order instead of order of called. This means you may unblock this mornings numbers to block more. This only 50 number list in numerical order may just be the reason I cancel this companies service. PLEASE FIX THE SPAM ISSUE!

The only thing that went right in this transaction was that they delivered their equipment (a Vonage Box that connects my home phones to the internet) on time. The Vonage Box worked, but their website and the process of porting our existing number was anything but pleasant. When I went to check on the status of having our number ported, the site clearly said that information was needed, so I clicked on the link provided to update my information, answer whatever questions, and when I did so the page would not load. So I tried to access help via chat and the site said I had attempted to access chat too many times. So I called and spoke to an ESL support rep (I believe they all may be as I spoke to 3 in the past week and none sounded like they were from around here), who hung up on me when I explained to him why I was calling. Honestly, when people are new customers, they need help getting settled in. While the equipment came timely and worked with a reasonably simple install, the staff was not at all helpful in answering my questions or addressing my concerns. Certainly HANGING UP ON THE CUSTOMER is a solid indicator that the department is not focused on "Customer Service", they're more of the mindset "Customers Serve Us".

Porting BEWARE. The actual process of porting was easy. Only problem is that it does not work. With the Vonage number it was fine but after porting it would not work and refused to work despite lots of phone calls to Internet provider and Vonage. Don't do it. UPDATE. Finally solved when I spoke to the right person. It seems my number was not associated? with the Vonage system. This was not part of the Technical Support person's standard list of fixes such as switching DMZ on, and Port Fowarding. The supervisor took 2 minutes to correct the problem, and said procedure will be updated. Phone working well now. At least contacting Technical support was easy and everyone was patient and did their best to help.