Vonage

I was a Vonage customer in 2009. After finding little need for a home phone, I cancelled my service, or so I thought. Assuming that my business with Vonage was finished, I had completely forgotten about it until today, three years later, when I received a letter from a collection agency claiming that I owe Vonage $99.67. I called the agency to inform them that they were mistaken, and they told me to call Vonage.

When I called Vonage, I was informed that they had never honored my request to cancel my services. I asked several times why I was never informed of their claims or even that my account was still active. They claimed to have called (the phone that I assumed was disconnected and was no longer using), and e-mailed (an old e-mail that I had never updated because I, again, thought my Vonage account was closed). I further questioned why, seeing as they obviously have my name and address, they had never contacted me by mail to inform me of their claims. The only response I received was that they "don't do that."

After filing a report with the Better Business Bureau and the FCC, I began searching the internet and found that apparently Vonage is known for these practices. Customers attempt to cancel their services only to find out days, weeks, months, or in my case, years later that their requests have not been honored. Now, not only do I have to attempt to resolve this situation, but I also have to figure out the consequences that Vonage's actions have had on my credit report. Vonage has, by far, the most bizarre business practices of any company I have ever dealt with. I cannot understand how they are still in business and able to get away with this.

Disconnection Nightmare - I called to disconnect the service because Vonage cannot provide service where we are moving. I requested to be disconnected on May 31st. I was told my billing cycle ends on the 19th, so they would have to disconnect me on the 20th or I would pay for another month of service, "We do not prorate". I asked for a manager and was told the same thing. That is pure thievery (if that is a word, I am pissed)! The woman tells me that there is nothing she can do, so I told her that was fine, disconnect on the 20th. The twit disconnected me while I was on the phone! Now, I have paid for a full month and will not get service for the full month. I will never use Vonage again and have posted it all over Facebook and Twitter.

This has been a nightmare. I signed up with a new carrier. Vonage scheduled the port over date 2 weeks from this date, and very conveniently 2 days into the next billing cycle. I had to make several calls just to get Vonage to cancel the account after the number was ported over. And now, 12 days later, my number is still not working properly. I've gotten all kinds of different answers from Vonage, and it was on a Friday that my number was supposed to be taken out of their system. But, since it takes 24 business hours, I'd have to wait until today, Monday, for it to take effect. It's after 10 am, and callers are still getting messages that my number has been disconnected. This should not be so difficult! It's all automated! I'm so sorry I ever did business with Vonage!

Vonage is holding my home phone number hostage. I recently switched from Vonage to Straight Talk and had my phone number ported from Vonage to them. My new Straight Talk phone dials out as expected. However, I cannot receive incoming calls or data on the number I just ported to Straight Talk. People who call receive a phone disconnected error, even though the transfer is complete as per Vonage. Straight Talk says they cannot do anything because their service works as advertised and the problem is that Vonage is not releasing the phone number. I have spent hours on the phone with Straight Talk and Vonage customer service reps. The Vonage reps say that they will open another ticket and they are working on it.

It has been five days since the transfer was recorded and I still cannot use my phone number for outgoing calls on the new phone. People who call my number (which is my business number as well) are getting the message that my phone number has been disconnected. Nothing moves these people. They told me that the transfer would happen immediately and that I could cancel my account.

Then, when the new number was not properly transferred, they told me that they couldn't help me because my account had been cancelled. They don't do anything if I call except tell me that they will create another ticket and their engineers are working on it. In the meantime, I have paid for two phone services for the first half of May and can't use either one of them. And there seems to be nothing that can be done. I just don't understand how this company can get away with the things they do.

I have been a Vonage customer for 5 years with 2 lines. I called to cancel my service because I am giving up my landlines. After being on hold for a while, I spent a full 5 minutes explaining why I was giving up service and fighting off sales pitches - no, I do not want a lower rate and I do not want to give up only 1 line. Several minutes later, I received my confirmation e-mail thanking me for agreeing to continue my Vonage service: "We're delighted that you've chosen to stay with Vonage. We're writing to confirm the terms you discussed with our account management representative on 04/28/2012 to continue your service on the following plan: U.S. and Canada 750. This plan is associated with the phone number(s) listed above. As discussed, you'll continue to be charged a monthly fee of $19.99 on the following plan: U.S. and Canada 750. Your next billing date is 05/05/2012."

This was all a blatant lie. So another call to "customer service" and another representative trying to change my mind. And finally, there's an e-mail confirming cancellation. Now follows the wait to see if my credit card gets charged. Vonage is not worth the aggravation.

I called Vonage to get information about their services and how it works. I called from my cell phone number, and now, they call me all day every day. They are constantly harassing me! I asked them to stop calling me, and they keep doing it. I am tired. I don't know what else to do. I can't believe that these types of companies are allowed to do this.

I was a new customer with Vonage. I was unable to secure any internet service. I emailed Vonage customer service. After three days of hearing unplug and restart your equipment, I spoke with a supervisor. The service number I was assigned by Vonage was not viable in my area. Vonage had no service in my location. I canceled my account.

Vonage continued to debit my bank card. I finally had to ask my bank to issue another account card. When I asked for a refund, Vonage charged me an early cancellation fee. I had no service. I learned of the Class Action Suit in New Jersey against Vonage. I sent all emails and bank forms to the settlement Administrator. I was awarded something by check but never actually received a letter. I have asked the administrator to re-send my check but they send an email which states, all checks were distributed.

Vonage tries to extort money from customers. For anyone out there considering Vonage, beware. When you try to cancel their service, they try to bill you for one full year of service and threaten to send you to collections. If you object, because you only owe them for a few weeks or a month, then they will try to get you to pay for six months of service with the same threat. Avoid them at all costs!

I was overcharged due to a small-print in the contract. I had been a long-time Vonage customer initially, probably 4-5 years paying for the last 2 years on a yearly basis of $250/year. Then, I switched to Comcast for convenience of bundled services. I started having a few issues with my Comcast account and one day, I got an email asking if I would consider coming back to Vonage for the low rate of $11.95/mo. I figured why not and went out and bought a new Vonage adapter.

Everything was okay for about 6 months and then this month, I see that I have a $50 bill! I print out the bill detail and it shows $26 in "overage fees". Apparently, the small print said that after x period of time, I would be charged extra for x of calls. FYI, I live by myself and do not make that make calls on my Vonage line as I have a SIP line through Vitelity.net and a cellular phone. I only use the Vonage line as many people have had that number for a long time and I'm unlisted. So I found that Vitelity.net can port my number for $18 and now I pay $1.95 a month for the same line.

I wanted to cancel the plan during the cancellation period. When I called, the representative asked me to wait a month and call during a specific date with the promise to start a promotional plan with a significant discount. When I called back on the date specified, another representative told me that I was misled and that the promotion is not available and that the cancellation period has expired and so I am unable to cancel the plan. The representative told me that he had served a complaint against the initial representative but that they cannot change my policy at this time. I assume that the representative got an incentive to convince me not to cancel. I was misled, and now, the representative got his incentive, while I am stuck with a plan that I do not want. What a shame.

I recently switched from Vonage to a landline service and ported my number from Vonage to that landline. The landline dials out and receives calls as expected. However, when "some" people (not all) try to call the number I just ported, they receive a phone disconnected error, even though the transfer is complete per Vonage and my new landline carrier. Also, I cannot call other Vonage customers from my landline, because it reports their phones have been disconnected, even when they are known good numbers. I can call these same Vonage clients successfully from my cell, but cannot call them from my landline, because Vonage thinks my number is defunct, so somehow blocks the calls. Vonage ignores my repeated attempts to get this straight since I am no longer their client. My current landline carrier says they cannot do anything because their service works as advertised.

I was a Vonage customer for many years. I switched to netTALK and ported my phone number to netTALK as the service of Vonage was very bad. Now, Vonage is blocking all Vonage customers from calling my number. Therefore, all persons except those that have Vonage service can't call my telephone number. I talked to netTALK and they also believe that Vonage is blocking my number. Thanks.

There were dropped calls and no internet several times a day. We are older people, and have used 911 many times. We were afraid 1 of those dropped calls could have meant our life. We went back to our old provider - thank God we have them now. The customer service people were very nice every time we called about a problem, but we needed something more reliable.

Customer service is lousy. No follow-up calls, long wait times, inexperienced technicians, doesn't resolve problem and lost connections. Horrible customer service. Bad sound or no one can hear you.

I had been a Vonage customer since 2008. I have an internet modem, router and the Vonage device. The Vonage device fails 90% of the time and knocks out my internet connections. I would call customer service to complain about that device. It was always about rebooting the Vonage device, disconnecting internet modem and router, wait one minute and plug in the device. The device keeps blinking and is not working with my modem and router. They need to improve the technology on the device. It will be a constant problem with Vonage being disconnected from the internet. Vonage should improve the device and technology.

I have had many technical issues with my Vonage service. I have not been able to get through to a certain local number and the call hangs up as soon as the recipient answers. I reported this problem to Vonage and it has reoccurred four times. They fixed it on Monday of this week, and today (Thursday) it is not working. Another issue that is reoccurring is that I am unable to get through to 800 numbers. They are supposedly working on it. The call quality to international numbers is intermittent.

I have been dealing with a support person from the executive response team who is very good and responsive. The regular tech support people who initially answer the phone were not good at all, in my experience. I have placed so many tech support calls about problems with Vonage, I cannot count. The system is terrible.

I called to try Vonage's promo plan in 2010. But because I was not satisfied with their services, I then requested a service cancellation by calling a Vonage customer service rep and sending them an email. They never canceled my services, and they continued to bill me even up to six months later. Due to their poor customer service, I ended up closing the bank account. Vonage is a scam.

I went to Sears and there was a Vonage rep there that told me that I could get the Premium World Unlimited plan for $54.99 per month and can get as many extensions that I want for only an additional $4.99. I said that I called the Dominican Republic quite often and that for unlimited and extensions that was good. I repeatedly asked if she was sure that I can get more than one extension and she assured me yes. Not believing her since a friend told me you couldn't, I called the customer service number and asked and she also assured me I could. So I purchased the package, went home an hour later, set up the account, went in to set up the extensions. Guess what? "Sorry you are only allowed one extension for this plan."

So I called Vonage to cancel and they hassled me so hard and would not let me cancel. The rep told me that I can put the account on hold and think about it and called back within six months. So March 1st, 2012, I decided to keep the account with the one extension. I called Vonage to get the account off hold. Guess what now? They tell me that the plan is no longer available but for the same price I can get 1000 minutes per month. So I said, "Just cancel the account and refund my money since I did not even use the service at all." Guess what? After 20 minutes of begging to just close the account, they finally decided to stop selling me something and close the account but with no refund. I am so sick and tired of Vonage. I was involved in the first class action lawsuit. I am willing to go through another one. I have recorded conversations and documentation. Please let us put this bad company out of business. They are liars, crooks and con artist. Now, I have to close my bank account.

I did cancel my service in month of December 2011. I spoke to Vonage representative to cancel my service. She was very nice while talking and asked me about the reason to cancel and all cancellation process. After we both agreed on cancellation terms, she informed me that I will get one month free service for the month of January 2012, irrespective of I use or not. She didn't inform me that I have to call back after a month to cancel service. And now, I see my account, they kept my service active and charge me $37 for the month of February 2012. I tried to call them and asked to refund my money for the mistake from their end. The employee of cancellation department named "Carlo" was rude and refused to refund me. I ask your help to spread this message and aware other people about Vonage fraud attitude. I am going to share this with my other friends too.

I signed up with another carrier to port out on 02/12/2012. My account was drafted on 02/14/2012 as the port didn't complete prior to the bill cycle date. The port was completed on 02/17/2012. I called Vonage customer support and they advised that cancellation would occur at the end of the bill cycle (03/14/2012) and there was no prorated refund if I cancelled now. I complained and was directed to my terms of service. I think it is ridiculous to be charged for a service I am not using, and it almost seems like I'm being penalized for porting my number. Customer service personnel are very rude, can barely speak English, and talk over the customer. Not only is the service lousy, with all the charges they bill for any plan change, etc., it isn't cheap either.

I have taken Vonage connection $9.99 per month (World Calling Plan), but they are treating this as US calling plan and charged for all my international calls. I talked to customer service executive. She said that is their mistake and they're going to refund money in next 3 business days. After that I called them 4 times in a month's time and they are not responding properly.

I tried Vonage in 2006. They offered great deal to pay year in advance. Service was terrible. Static on line, I could not get faxes or hear callers and callers could not hear me. I switched over to Verizon. I canceled with Vonage and was told no refund for unused months. The following year Vonage charged my credit card for another year even though I no longer have their service. I called and eventually they refunded. Then a year later, I got a collection letter from a collection agency saying I owed Vonage several hundred dollars. Eventually, after many phone calls and registered letters, I got resolved.

Today, we are now in 2012, I get a new collection letter for $300 from Vonage. The girl I spoke with on the phone told me she did not like my attitude and they they were just trying to get paid for the money I owe. I asked to speak to a manager named Frank **. He explained that I owe for canceling a contract. I told him I never had a contract. I simply paid a year up front because it seemed like a good deal. He ended up telling me I could write a letter and hung up on me. I am in Vonage hell. It can't be legal for them to harass me and keep selling my name to different collection agencies when I do not owe them any money. They owe me!

I was transferred overseas in August and sent an email to Vonage asking them to discontinue service. They refused and said I had to telephone, even though I was located on the other side of the world. It took a few weeks but finally managed to be at home at an hour when we could call USA, and I called to cancel service. The woman that answered was very polite and told me no problem; my service would be stopped at the close of that (November, 2011) billing cycle. It is now February, 2012 and they are still sucking money out of our account.

I wrote our bank and told them to stop paying Vonage immediately. I also sent Vonage an email through their secure email telling them they were charging me incorrectly and I expect a full refund - still no reply from Vonage. I am therefore closing the US account as the only 100% effective way of stopping payment.

I bought Magic Jack plus. After about a week, I was dissatisfied. I authorize Vonage to pull my number from MJ, after a week. After numerous attempts, MJ decides not to respond. I myself try to contact MJ through their internet chat. They keep disconnecting me from chat session. I learned that MJ is one of the hardest company to port you number from. They do stall tactics to keep the number, even though it's illegal.

We had Vonage as our phone provider when we moved to South Carolina in 2008. At one point, my wife authorized a one-time automatic payment from her checking account to pay the bill. We cancelled after a year and went with another provider to get internet, cable, and phone. Vonage continued to withdraw funds for two years, even after we cancelled the account; the amount stolen is around $2500,00.

We are on fixed incomes and need this money back, as it has caused numerous financial problems. Can you help us?

I'm very upset, I didn't give no one permission to take my payment out of my debt card! Now, since ya' ll done this, ya''ll have caused my account to be overdrawn! Do not, I repeat, do not take any more money off my debit card! And I would like my money put back in my account! I have called numerous times, telling ya''ll that my service wasn't working and I still don't! I am in disability and I have to have a phone at all times!

While only asking Vonage questions, they signed us up. But before the phone call was through, we caught them in several lies and we said no to sign up with Vonage and then they made it a lengthy struggle to undo the registration. Immediately, shopping charges began being made on the credit card that we didn't make. We had to close that credit card account. We'll never deal with Vonage again.

I noticed that Vonage had never sent me a bill or any form of statement for service, but was otherwise pleased by the service received. I called the company and asked that they send me statements for future debt made to my credit card. The first person I spoke with was polite and helpful. She told me that I should be receiving statements via email, and that there must be something wrong with my private email provider.

I had been receiving emails from them about many other things, so at their suggestion I asked to have a service ticket put through the technical service desk. I was then transferred to another person who informed me that the company does not send statements, and will not send me any statement or notification via email or regular mail prior to or after debiting money from my credit card. I asked to speak with her supervisor and was put on hold for 10 minutes. I was then taken off hold but no one would acknowledge me.

They can't fix my caller ID for eight months. After calling them for 8 months, my real name and phone number is still not correct. I've requested 8 times to have this fixed, that my real name and phone number be correct on my caller ID. They did not even pay attention to my request.

I ordered to disconnect my phone, no. **, in March 18, 2011, yet it's been illegally charged $34.95 per month since April, May, June, July and August 2011, a total illegal charges of $174.95. These are illegal automatic charges to our bank account called by a certain Regina ** of Vonage Executive Response Team at 1-732-332-2100, 23 Main Street, Holmdel, NJ 07733; an intimidation to our claim! I had complained with FCC AND FTC.

A trusted friend set up a Vonage account in my uncle's name with automatic payments from his bank account. He had not learned of the continued automatic debit from his account until after the friendship went sour and his next bank statement arrived. We immediately took steps to cancel the account.

The myriad of disconnects & hangups when attempting to call, mirror those of others who have complained hereon. Vonage does not have a mailing address to which a cancellation letter can be sent. They do not accept cancellation requests via their website, assuming we had information to access his account on the Vonage site. My uncle is an 86-year-old man. Vonage's answer is that he would personally need to visit a Vonage kiosk but could tell us of no such location in our area. Again, this is an 86-year-old man. We have been all over both Lee & Collier Counties and have unsuccessfully found any Vonage site through the internet.

One last try via telephone to Vonage yielded no additional support in canceling (did not have password & email information to cancel) and no suggestion to locate a Vonage site in our area. I informed Merlin that we were closing this bank account and no further payments would be made and that he should make note on the account. Merlin said he was unable to make notes to the account because he could not access it without my providing him with account information.

I've had Vonage for some time. At the first of December, I no longer can make calls. So I called my number with my cell phone and someone with Magicjack picked up and tells me this is his new number. I called Vonage and asked how this could have happened. Vonage is not sure, but I could open up a new account if I would like to "try" and get my number back. That's if Magicjack will return it. I missed all my holiday calls from back east.

Cancel Vonage? Think again. We tried—multiple times. First, I, the account holder, called. I was told I was not the account holder. So I had our bookkeeper call; also not the account holder. Then, my boss called at least 3 times. On the last attempt, they said they would look into it. After a month of receiving annoying emails addressed to my boss but coming to my email address and phone calls to my phone about our past due bill, I try again. There is no record of anyone having called ever about our account. I explain that three people from our company called on many different occasions to cancel the account but the rep maintains there is no record of it. So I request cancellation.

Suddenly, I am the account holder and they agree to cancel but I have to pay the entire year's fees of over $380. I obviously argue this and explain, yet again, that we tried to cancel the account several times. This does not matter. I ask them to at least prorate the amount for the two months and this is not possible either since we chose to pay the bill in full for the year. I never agreed to pay the bill but agreed to cancellation. They charged the card which, luckily, had been lost and replaced and, therefore, did not work.

I just got another email from them today. This company is criminal, plain and simple. If they would have cancelled the account when I first called instead of lying to me, I would not be writing this now. Instead, they chose to ignore our cancellation requests so they could invoke their "terms of service" that says we must pay the full year because we did not cancel at the end of our term which is exactly when I did try to cancel. Unbelievable.

On November 18th I signed up with Vonage after they mislead me into being able to use my (satellite) internet service perfectly to make calls from my home phone. I was about one hour on the phone with a representative who (supposedly) checked if I could use it without any problem. After I received the equipment and installed it, I started to use the phone and realized the calls were not good at all. I couldn't hear a thing on my phone at times and people were not able to hear me clearly. I called the company and they told me, "Unfortunately your internet service doesn't support Vonage technology." I called them to cancel and get my money back since I was not able to use the service and the representative said he could not do that. I asked to talk to his supervisor and he said the supervisor couldn't do anything either.

Finally, he told me his supervisor was on the phone and he would call me back (I'm still waiting). Now, the company I'd been with and was happy with is no longer accepting new customers and it has been a huge hassle in getting my phone service returned. I cannot cancel this Vonage account either because otherwise I would lose my current phone number. I don't have my home phone line. I had wasted time trying to get my problem solved. I have been under stress because of all these.

This is about their unlimited calls false advertisement. Don't be the next victim of this company. First we're paying somewhere $60 for their promo to make a call to the Philippines. After a while, if you are making more calls, they will put you on power service plan which is $299 automatically. They will charge your debit or credit card without your approval and they charge you with a month in advance. If you cancel your service, they won't give back your money or even prorate the charge upon your cancellation .

You should consider dropping the spot. Foulness needs no further momentum!

No stars. They mislead people in their advertisements. I was charged more than what I was originally told. It has not worked in weeks and I can't hear a thing on my phone. Now that I want to cancel, I cannot find customer service. Amazing.

I called to cancel my service on November 7. I received a confirmation of cancellation on the same day. I was also billed for the next month's service on the 7th. I called to have the charge removed, but was told that they could not remove it since I cancelled after the billing date and they can't prorate the bill. This is worst cancellation policy ever. I have to pay for an extra month of a service which I do not have.

I called Vonage for service because I thought my Comcast phone bill was a little more than I could afford. I wasn't able to subscribe because I didn't have the box that was being sent to me. About two weeks later, I received the box and had a hard time understanding the instructions. I spoke with a customer service rep, and was told to do several things regarding the box. All of those things were done. The box still wasn't working. So, she indicated that she would have tech support to come to my house and I would have to pay $20.00 for the tech.

The tech never showed up and I wasted half of the day waiting on someone to come to my home. I called Vonage and spoke with a rep, who stated someone would get back to me in twenty four hours. To this day I haven't received a call nor have I been able when I called Vonage to speak with anyone. The salesperson told me that Comcast would be contacted, so they would know I had another carrier. I don't have a home phone and am not able to use my internet. What is the problem and why is it so hard to make contact?

Called me at my place of business. When requested we not have the discussion now because this is my work number, I was ignored and person said "well, I still will tell you about this opportunity."Then I asked, so are you telling me you don't care that I do not wish to have this discussion now?" Person replied, "I still need to tell you about this opportunity promotional."

Vonage used false advertising regarding unlimited minutes. They average out the minutes used by customers. And they send emails to top 10% of the users to change to higher paying plans or disconnect. Like this, the average will keep dropping and there will always be top 10% pile of users who would have to pay more. This is a scam. See information from their email: "To provide the best value to all of our customers, Vonage reviews its customers usage and calling patterns to ensure that they are in line with our Terms of Service (TOS) and Reasonable Use Policy. Our residential unlimited service plans are based on normal, residential or personal non-commercial use. Our TOS and Reasonable Use Policy are based on our customers' normal usage patterns. For example, over 95% of customers on our unlimited residential calling plans use less than 3000 minutes per month and do not exhibit the usage patterns noted above. For customers using Vonage Extensions, all usage is combined in the assessment of your account." So basically, they provide 3000 minutes (max) and not unlimited. It's such a scam.

When I signed up for a 3-month free service, they got my bank information with my credit card number. After a month, I see that they charged me for the first month without my knowledge. When I called the customer service, they put me on hold for 15 minutes, then the call dropped. When I called them back, they answered my question and said that they charged me for the activation and equipment, which I was not informed.

When I asked the customer service that I wanted to talk to the supervisor, they said that the supervisor is busy and asked me to hold. Then, the same thing happened again--the call dropped. I couldn't send any fax through Vonage--very, very poor quality. After a week, I called them back and I finally was able to talk to the supervisor. However, he refused to give the credit for the amount that they charged.

When I scared them that I am going to complain to FCC and to other media, he finally agreed to pay me back the charges they made with out my consent. I called my bank to cancel my credit card so they will not be able to take cash from my account in the future. Once again, don't get VoIP service, get Verizon or the local telephone service.

Phone calls keep dropping off without any warning. I sometimes have to reconnect/redial several times when the message is vital. I cannot depend on Vonage's service in any type of crucial phone calls. I need correction as soon as possible. I am the director of emergency response for fire and earthquakes in Southern California.

I have read the latest problems with Vonage. I, too, have experienced the same issues with them. I had to cancel my bank accounts to keep them from stealing from me. I decided to let the public know how bad they were because BBB and the Attorney General's office was of no help. I made a sign which read "Vonage Consumer Beware" and put it in the window of my car, I drive 52,000 miles a year across six states and emailed a picture to their main office. I can't believe that they refunded every dime! How sad that I had to go to this extreme.

I started using Vonage last 28 Sept 10 due to their lower prices. However, the call quality was extremely poor, there was an excessive echoing, and we've heard several complaints that we couldn't be heard by the person on the other line. After several calls, and months trying to contact customer service, there was no result or improvement in the quality of the service.

I called Vonage in March 2011 to inform them that we wanted to cancel and that we're going back to our local service. They informed us that we had to finish out our contract until May (which we were not notified or made aware of). So, we continued until May, after which, I called them again to cancel. We unplugged from Vonage service after the first attempt to cancel last March, yet we continued to receive payment notice until May 1st. I have called them repeatedly about not wanting their service. Please cancel us.

I have been a Vonage customer for four years. I went on vacation for three months from 03/16/2011. Before I left, I called my customer service and had my phone service put on hold for two months until 06/07/2011. When I got back, I found the phone service activated and made normal phone calls. The next month, I was billed $1300. My regular monthly bill is $34.50 which includes unlimited calling to anywhere in US. When I called the customer service, they said I was suppose to call them back to reactivate my service. But I already had my customer service resumed when I got back. So it seems totally unfair for them to charge so much. I offered to pay them my regular bill of $34.50 for the three months that I was away.

I signed up for Vonage as my home telephone provider. They mailed me an adapter that I never received. After a few weeks, I received my first bill. I called to contest and notified them that I had not received the adapter and should not be charged for services I hadn't received. I cancelled my service.

One month later, I was charged again and told that I had never cancelled my service. I was told that my router was delivered by ups to my front porch. I don't have a porch and live in an apartment. My building manager receives all packages and did not ever receive my package from Vonage, Still, Vonage claims that the package was delivered and charged me for 2 months of service.

They have no money back policy and after 45 minutes of arguing on the phone, they gave me an address in New Jersey to mail my billing dispute. No name, no number, just an address with no way to verify or confirm that my complaint was received. Their customer service people were very rude about it and were not helpful at all. To sum it up, I was charged approximately 69 dollars for a router that I never received and 2 months of home phone service that I did not have.

I couldn't give this company zero stars; if I could, I would. They knowingly opened an account in my name, knowing that the person requesting the account was not me. Consequently, my telephone number was ported away from the company I'd been with for over a decade and was quite happy with, and it has been a huge hassle in getting my phone service returned to my original carrier. What business do they have opening an account in my name without my permission?

Vonage... Don't do it! I decided to join Vonage service after hearing about their advertised low rates. I have been very, very, very disappointed with their service! Vonage phone service is not clear. You will experience static and echoes. They also bill directly on a credit card or bank account. The monthly fees increase greatly after initial sign up. If you do not watch your account, you will find you will be over billed.

They have an unfair business practice and would definitely not recommend. Beware! I contacted customer service to see if they could place my account on hold, specifically for two months only, while on summer vacation. My account was to be reactivated in August for $11.99 per month due to being over charged the previous months.

I received an email on September 4, 2011 stating I had over minute limit fee of $75. I checked my Vonage account online and saw I was being charged fifty cent per minute! I had been billed six times on my credit card for the month of August for a grand total of almost $1,000 for twenty days of local calls in August 2011. Customer service was no help. I was directed to a manager who also said he could do nothing because accounts are set up on automatic.

I tried to cancel my service and they would transfer my call and put me on hold until the call would be dropped and I could never speak with a representative.

After a month of trying, I persevered until I reached a representative who kept saying the line (their own service) was too bad to talk but I insisted he get my service disconnected. I then began receiving bills for service after this which I objected to and escalated with several emails being sent which I replied to but which were ignored. After months of refusing to supply any physical postal mail address with which to communicate with Vonage, they then initiated collections on the amount that I didn't owe them. I am still unable to obtain a postal mail address or a registered agent for legal service of process which I requested from them many times.

I am now stuck with a bad credit report which is false and unable to be taken action on because Vonage hides its physical location and mail address. I have suffered bad credit and refusal of services due to Vonage having surreptitiously made canceling their service impossible and then playing cat and mouse over the internet ignoring and making impossible communications, including directing cancellation phone calls to phone lines which are such low-grade that it is impossible to communicate the cancellation they require to be done over the phone and no other way!

I attempted to cancel my service with Vonage on August 29th, 2011. After being on hold for 15 minutes and being sent to the wrong department by the automated service, and waiting on hold for another 5 minutes, I finally reached account management. It was only then I was informed that nothing could be done for me, because their computers were not in operating condition. Something to indicate this situation early in my phone call would have been greatly appreciated. I called back today, 30 August 2011 and asked to have my service canceled as of August 29th, and only near the end of the account closing was I told that it could not be effective on a day in the past, but only for today or 30 days in the future. It's a minor issue, but it is something I shall remember in the future.

I use Vonage for my business and I have customers calling me. Then, my wife told me that my business line is disconnected. But when I tried it, my Vonage line works. For the past four months, I have customers and friends telling me that my line is disconnected. So, I told Vonage about this glitch. They cannot figure it out and they do not understand why this is happening. My business has been going down due to this problem. Also, I will be on hold for over 30 minutes only to have some Indian telling me over and over again, "I understand your frustration," but they really don't. Vonage went from a great company to a horrible company. I am sorry, Vonage. I have to switch to someone else.

Vonage has been a problem since day one. In 2010, I switched to it due to the low cost. The voice/sound quality sucks. Echo is broken up. It's just bad.

I finally switched over to Verizon and ported out my number. Verizon said that they will take care of the porting out and handle the switching.

Tonight, I called Vonage to see if I needed to do anything on my end as far as returning the devices and cancel my account. They gave me this speech about why I was leaving Vonage and why I ported out my number. They had me waiting for over 30 minutes, saying they will get back with me with a cancellation number or reference. During my wait time, on hold, I noticed they would check if I hung up or not. After 30 minutes I hung up and called again, and I am still waiting. It's going on for 10 minutes and I am still waiting.

I briefly tried the Vonage service, but during connection, I experienced technical problems. I tried calling the customer service; I was on hold and transferred to overseas call centers, amounting to over 90 minutes on my cell service. I then told them to cancel the service, at which point they refused to let me off the line, reading from scripts for additional 10-20 minutes-- then disconnecting me. I tried calling back but was left on hold again for 15 minutes. They have no way to cancel in writing or by email, and insisted that you must be transferred to "retention."

I initiated services with Vonage Canada on April 26,2011 under their Unlimited World Plan.

The first step in the process was to do a number transfer and to port my existing number from my previous service provider (Company X). Vonage Canada took on the task and assured that the process would take approximately 10 business days. Vonage sent emails that requested my action; however, the customer service was unaware of any such communication. On May 31, 2011, on calling Vonage Canada, I found out the the number transfer process was canceled.

The transfer of number was re-initiated on May 31, 2011 and the similar process continued. On contacting Company X, I was informed that there has been NO ATTEMPTS from Vonage to process the number transfer. After a lot of back and forth with customer service (who keeps throwing you around the place and frequently disconnecting you and having to explain the whole situation over and over again), I received an email from the Vonage Number Transfer Department on July 14, 2011, stating that my number has been ported successfully and the whole process is complete.

A week later, a friend who had been trying my home number, called me up on my cell phone stating that the message they received when calling my number was "the phone number is no longer in service". Following which, Vonage said they would resolve the issue in 24 hours. Two weeks later, the issue still remains.

On August 1st, three months after I started with Vonage, I called them to provide me with a resolution. I noticed that my logs on the online account with regards to the number transfer process was altered and that one of their customer service representatives had canceled my number transfer yet again and is now covering up the mess. They are unaware of the email received (my proof) and asked me to delete it.

I signed-up with Vonage on January 26 2011 because the commercials made the deal sound good. About a month later (on February 5, 2011), I cancelled my subscription; I didn't like the service, and the way the company runs.

Now about six months later, they are charging me for four months I supposedly didn't pay. I don't understand why I am being charged for a service I cancelled six months ago.

They don't send out any bill or any type of document that states the charges or cancellations. Now, I am on collection because of Vonage.

What ever happened to the class lawsuit against VONAGE? I submitted the approprriate paperwork on line and the case was supposed to be resolved ny July 2011.

I started with Vonage back in 2007. In May of 2010, the equipment that they provided me with, quit working properly. I contacted them and I was told that I had an outdated modem that they no longer used. Since I was a paying customer, I expected that they would provide me with a working equipment. After my phone service did not work for over one week and they were contacted again, they told me that it was because I had to have a firmware update. Something I could not know, and they had not informed me of, until I'd been without the service they were charging me for. At some point in July of 2010, I demanded a new equipment within 24 hours or I wanted my service cancelled. I was told that a new equipment would be provided but it never was. They did not cancelled my account and it worked intermittently from that point on. At various times, I again demanded for a new equipment and called them various derogatory names. I was again promised a new equipment, that was never provided.

During the holidays, the modem they'd provided me with stopped functioning entirely. As my internet came through their modem before entering my computer, I was not able to access the internet without entirely disconnecting their unit. I had called them again and told them that it did not work anymore at all and that I wanted my money back because they had not provided the service they promised. I was again told that I'd get a new equipment and that they would give me two months credit. I'd said many angry things to them, but definitely included that I did not want them further taking any of my money and to cancel my account. Then in February, I noticed that they were still taking automatic deductions from my account. So I tried calling them again. Over this time period, I'd also emailed them over a dozen times in efforts to cancel. I then called my bank and told them how my money was being stolen. They stopped the ability for Vonage to take anymore from my account, and told them that I wanted nothing more to do with them. At that point, I began getting emails telling me that there was an error with my billing and that I'd need to provide new information to them so that they could take more money from me. I wrote them again and told them how they could no longer steal from me. I called them parasites and told them that I hoped they'd all choke and die. The emails continued weekly. Then I even got recorded phone messages sent to my email account, as they had somehow activated my service to be able to leave email messages as had been possible before when the modem worked, and it would leave the email message in the same way an answering machine would.

Now today, I was sent a letter from PennCredit telling me that they are collecting $111.43 from me for Vonage. I contacted them, they in short said to send them my evidence and they would present that to Vonage which would make the decision as to the validity of my debt. My personal experience with Vonage is more than enough proof to me that this company is incompetent, either intentionally for their own benefit or just departmental so uncommunicative that they do not function properly.

Vonage is cheating the people with false service. I have Vonage and I use it for international calls to India. Vonage said it is unlimited service for 60 countries for a monthly flat fee. I never succeeded in making the calls on first attempt. We had to keep trying and trying. Even if it gets connected, there is no guarantee how long it stays connected. Sometimes, it says your card is out of charge and recharge.(i.e for a monthly flat rate of unlimited). It is not a calling card service but still you hear that message.

I called the technical support and explained that problem. He said he could not reveal some of the things in inbound calls and asked me to hang up so that he can give me a call. He called me back and you know what he said?

He said their network and bandwidth was fully saturated and there was nothing he could do about it. He suggested me to move to another carrier or service provider. I simply asked him why Vonage is still advertising that it is unlimited for 60 countries for a flat fee and why new customers are being signed up when Vonage is not able to meet the existing customers' bandwidth. He simply said he did not know that and asked me to call customer service. I asked him to transfer the call to his supervisor but she said the same thing. I told them to send an email to me with the information that they are telling to me over the phone. They said they could not do that.

I called the customer service and the customer service representative said I should call the technical support and that customer service can not do anything. I told him what the technical support told me. He said he could not do anything. Moreover, do you know what the technical support person entered in the system about my case? Customer has been suggested to try to make calls during non-peak hours. That was midnight of India time.

They don't have any provision to open an online ticket and to prevent the customers to have information in writing. They provided support over the phone and suggested all nonsense, which they don't reveal when you sign up the Vonage service. So don't switch to Vonage. Their sales team is bringing new customers without revealing all the technical issues that they have.

If you submit an online email form to technical support, they won't send to your email. They give a call and discuss over the phone and won't send any emails on the status of it.

I ordered Vonage service on 6/28/2011, and its equipment arrived 6/29. I followed the enclosed instruction to set up, but realized this equipment is not working for me. The equipment has been connected to a router via ethernet line, then my phone also has to be connected to the equipment. My desk where my phone to be placed is far from the router, so the product was not very useful. Of course, I didn't make use of its whole products.

I contacted Vonage internet service on 7/1/2011 then asked for cancellation and a full or at least a partial refund of $25.09, one month bill.

A customer rep said he couldn't do that, and tossed me to an account manager. She said she would send a technician to take a look at the product and my modem. I said I would go with other service company.

She said then no refund.

I was told by daughter that my Vontage telephone home services were not working and had not been working for about 2 to 3 weeks. This happened earlier this year for about 2 to 3 months without services. I search the internet and could not find a telephone number or website address to use to report which was different this time, I did find a website and was able to call and talked to Timothy who instructed me in correcting the phone and he stated that he could see that no outbound calls had been made and offered 1 month of free services.

I told him about the 2 to 3 months earlier during the year and he suggested that I call a Vontage manager who would be available between 10am to 12 midnight. I did call to speak to a manager who offered to give me 2 to 3 months free service. I told her that I preferred 2 to 3 months refund as I was not sure if I wanted to continue with this company. I can not remember this lady's name. I was on my lunch break and had to discontinue the call. I would not agree to the free service and this manager was insistent that this was all that they could offer. The next day, when I checked my emails, there was a message that my telephone services had been disconnected at my request and that I had 30 days to keep my number. The next evening, I called again to speak to a Vontage Manager and explained that I did not request discontinuation of my telephone services. Discussion of this issue went on for a while. The manager I spoke to this time was Claire.

Claire then told me that I could lose my home phone number which I have had for over 24 or 25 years. She first told me that I had only 10 days and I told her that the email reported 30 days. She also offered 2 to 3 months of services and told me that I must open a new account and again mentioned that I could lose my telephone number. I asked Claire if she was threatening me, of course she said no but stated that since my account had been closed, my number was not attached to an open account and could be released. I then told Claire that I had to think about whether I wanted to continue business with a company that use these kind of tactics and also told her at this time how earlier during the year that I couldn't find a number or email address to report the problems that I had experience with the telephone services.

At this time, I told Claire that I found it strange that each time I mentioned the lack of a customer service number that could not be found, that the three people that I mentioned this to, never disputed the truth of my statement but also did not discuss it. At this point, Claire asked me to hold, so she could check with her manager re: options. After checking with her manager twice, Claire stated that my number would be held for 30 days. I am not sure if they agreed to refund my money for services not received. My intent is to go to another company for telephone services but at this time I have not telephone home services and have not for 1 week.

I did not receive services for 2 or three months. My account was closed without my permission and automatic withdrawals for $37.00 were made monthlyfrom the beginning of services. I have been without services for 1 week since my services were discontinued without reason and/or my permission. Both of these managers stated that these telephone calls were recorded. Following the call with the 1st manager, I was told that the situation would be reviewed and within 4 or 5 days, I would be contacted. I wasn't and that is when I called again and talked to the 2nd manager, Claire. To my knowledge, the situation was never reviewed and my telephone services were cut off.

Vonage let my number of 5 years get slammed by Spring. I spent over 10 hours on the phone from April 28th, 2011 until now. I had to get a new phone number, which has resulted in being cut off from everyone because the old number is now being used by someone else. I was actually without a phone for a week due to customer non-service. I have not gotten any calls from employment applications and resumes sent out so I have not gotten a teaching job in another city. Also, my I.D. was stolen and now, I do not get mails. I have vanished off the face of the earth, thanks to Vonage. My old number of 4 years was ** and I want it back desperately.

I too have an issue with false advertisements. I signed up for their Vonage world plan, which advertises unlimited calling to 60+ countries. I think Vonage does not understand the meaning of unlimited because they limit their unlimited plan to 3000 minutes. They also want you to call a limited number of unique telephone numbers internationally each month (capped at 15). On checking my account usage, I used 3267 minutes in the last 5 weeks. I would definitely warn all my friends in the US to not use Vonage if they plan to keep in touch with their friends and family overseas as Vonage does not want them to call more than 15 unique international numbers.

I signed up for a $17.99 (500 minutes) Vonage VoIP phone service. They have informed me that they are now charging me $19.99 for more minutes, which is not what I want. They are refusing to offer me the initial baited offer. But they have now switched me to higher rate (for higher minutes which I do not require). This is bait and switch and unethical.

My deal was $14.99 per month for phone service up to 12 month. After that, monthly bill will be $24.99. Currently you are charging me monthly bill of $40 per month and collect this amount from my bank account. I want to know why you are charging me per month for $40 for phone service.

With Vonage, you pay in advance. I requested a reduction in cost, but since I was a couple days late in making my payment, they told me I had to be current. I told them I would be paying in a couple of weeks. They said that Vonage would not cancel my service, even if you were a couple months behind. At the end of the month, I went online to pay. The Vonage system would not allow me to just make the past due amount but I had to make the past amount plus the next month's payment. So I did in the amount of $69.84.

So I then called customer care, and then they made a plan change for me. I said to the agent that I wanted the plan to be effective now, being that I started a new month. And the agent said that I had to wait till the next month, since I had prepaid the following month. I feel that this caused me to lose a month's savings. No big deal, but it is the principal of things.

I called Vonage to cancel my service with them and after they made numerous offers, I told them to just cancel the service. Vonage refused to prorate the amount based on the termination date of my service. Their billing system can't handle proration to issue a credit for what I already paid is what I was told. I am being forced to pay for service that I am no longer receiving; this is outrageous and criminal. Who is expected to pay for a service beyond the point where you have ended the agreement; I'm not talking about early cancellation fee.

I find it hard to believe that other industries can prorate a bill but evidently not Vonage; they cannot accommodate standard.

They charged me an annual renewal (which I didn't authorize them to do) and when I tried to cancel they refused me a pro-rated amount. I am being forced to pay for service I am not getting. This is ridiculous.

A couple of nights ago, a salesman from "Vonage Telephone Co." called me. I was half asleep when I talked to him, also very sick. Before I even knew what happened, he had me signed up, had my bank account number, which I know I shouldn't have given to him. He immediately took $23.76 out of my Regions account. I am sick, 70 yrs old. and I'm under contract to another company in the first place. I really didn't know what I was getting myself into. So when I called them to cancel, they said they had already sent equipment to me and the account was open. But it wasn't on my end. I haven't received anything and they weren't able to transfer my number from AT&T. In the first place, he assured me he could do that.

Now I'm overdrawn at the bank. Other bills I have out are going to bounce. They (by the way, are in the Philippines) said they could not refund my money. I would have to write a letter to the corporate office and it might take weeks to get a refund, if at all. So I finally got them to give me a number to call, as I need my money back. And as you would know it, it said to leave a message. And then it said the mail box was full, so it was a dummy number, just to get me off the phone. They however, did assure me they did not have to refund my money. They told me to call 1 888 580 4020.

Vonage Service is horrible. To begin with, in their 1 year contract, they are not willing to back down from the contract regardless of Vonage service quality. On the 10th month of my contract with Vonage, I decided to move the telephone line to another company. Vonage then placed a $130 penalty on my account even though I was willing to pay the monthly fee through the end of the contract. The reason they stated was that I didn't call in to notify Vonage and that I was not abiding to the contract's 1-year agreement. No change was made to the account and I was required to pay the penalty of $130.

I signed up for Vonage and for various reasons did not connect or ever use the service. On July 27, 2010, I cancelled the service. This needed to be done via telephone. I noticed in November 2010 that my credit card was still being billed by Vonage. I cancelled the credit card. Vonage sent an email stating that I now owed $30.47. The account was cancelled and I was still being billed. I called Vonage on December 10, 2010. At first, I talked to Ro. She asked me to verify my account. I gave her my phone number as requested and she said that was the wrong number. She asked for the last four digits of my credit card. When I gave her that, she said it was wrong.

Now this is the same credit card that they were billing for my service, I am holding a statement in my hand showing the charges. Ro said that she couldn't make any changes to my account until I verified the account. Ro was able to see it was noted on my account that I requested cancellation on July 27, 1010. I asked to talk to a supervisor. After a long hold, Amy no. ****, came to the phone and we basically went through the same as Ro. After much discussion, Amy finally stated that I had the correct phone number. I've had the same landline number for many years and that she could verify my account and would cancel it. I then asked about the charges since July. I would have to dispute those already made but let's at least reverse the charge that I owe them. Amy would not agree to any of that. She's sorry but doesn't have the authority to do that.

After much discussion, I asked for someone who does have the authority. After a very long wait, Mark **** came on the line. We went through the same exact conversation although he did acknowledge that I'd verified my account. But can you believe it, Amy # **** had not cancelled the account! Mark started going through the cancellation process. I asked for something in writing or a cancellation number. He assured me several times that he would take care of it. I insisted, he kept trying to pass me back to Amy, etcetera. He said he had emailed a cancellation number but I had not received the email before he transferred me back to Amy. I had to insist before I got the cancellation email. I am certain that Mark was trying to deceive me into believing that Vonage had cancelled my account but instead continue charging, as they had done before. I was given an address to write to Vonage to dispute my charges. I'll get back to you and let you know how that goes.

This is the summary of the complaint I filed at BBB. They asked me to contact you because they cannot force Vonage to pay the Verizon's bill

On Sept. 8, 2010, a salesman from a Vonage kiosk approached me and started to talk to me in Spanish offering the international call service. I asked him how to connect the Vonage device at my home, he said "just connect it to your Internet modem". I explained to him that I did not have a modem because my house was a new one and we had optical fiber. This guy (Carlos) didn't understand why I didn't have a modem and didn't know how to explain to me how to connect the device.

He called another sales person, and he had some idea and asked me a couple of questions. Then they asked me to connect the device to the wall and the telephone to the computer. I was not sure about how to use it, so I asked when I can start using the service and are you sure these calls are not going to be billed by Verizon, and Carlos replied no, make sure that the telephone you make the calls from is the one connected to the computer and you will be fine. By the way, he was in a hurry and left and it was the supervisor who charged my credit card.

I went home, did what I was asked to do and called. During that night and the day after September, I made some calls to my home country and last week I got a bill from Verizon in the amount of $795. I called Vonage costumer service and the person who answered told me that I was right and it was the fault of the people at the kiosk. He said if they don't do anything to pay your bill, we will do something. Well after weeks and calls, the last one to the "executive response team" Reginald **, they said it is not their fault. I explained that in the manual there are no instructions on how to connect the device to an optical fiber system to which he said, "Thanks for your feedback". They told me I was right to complain, the supervisor asked me to call Verizon and lie saying that I was not aware that I didn't have an international calling plan with them.

The installation manual does not have any instructions on how to "properly install" the device to a home that has optical fiber. The sales staff were not able to explain to me how to "properly install" the device to a home that has optical fiber. I do not accept their response because when I realized I had a problem, a Vonage costumer service representative (10/2/10) told me on the phone that I was right, and that this problem was caused by the lack of knowledge from the people at the Vonage kiosk, so that they were the ones who were responsible for the Verizon charges.

He also told me if they don't pay for those charges, call us back and we will help you. Then the Vonage kiosk manager asked me to call Verizon and lie to them, telling that I did not know I didn't have the Verizon unlimited international call plan and for that reason I made those calls. I did not call because I didn't want to lie, that is not ethical.

Then when I was just decided to look for arbitration, they started to send me emails saying that the "Executive Response Team" was going to contact me to help me with this matter. At that point I wanted to disconnect the service and they asked me not to do it because that was not going to help me solve the problem.

Finally on 10/11/10, a representative from the ERT told me that Vonage was not going to assume any responsibility. At that point I told him I did not want their service not only because of this situation but also because the calls have very poor quality and calls drop every 15 minutes. I switched to Vonage to save money, not to pay $745 for switching. I have done a lot of research about this company during the last weeks and it is evident that they struggle to have satisfied costumers, and that they have had lots of problems--even lawsuits--for their unethical way to do business. A D rating in the BBB and around 7,000 complaints explain it all.

My complaint is about the lack of knowledge from Vonage sales staff and the lack of information in the Vonage installation manual of optical fiber. Also about the Vonage staff strategies to solve a problem like the one suggesting me to lie to Verizon to avoid the charges. If Vonage doesn't have clear instructions in the installation manual about how to properly connect the Vonage device to a home that has optical fiber and the sales staff don't know either, how could new costumers connect it properly?

I do not agree with the response from Vonage. They have to be accountable for the mistake they made at the moment they offered me the service. The sales person should have the knowledge about the different connections costumers might have at their homes. If they do not know about any specific connection like optical fiber, they should ask the costumer not to use the service before they clearly explain how to connect it properly. The instructions in their manual do not have any explanation about the connections with optical fiber, for that reason it is their responsibility to educate costumers on how to use their device.

After 3 weeks I still cannot get them to restore my phone ring and voicemail. I was promised several times that this was taken care of. As of today, Cindy acted as if she didn't remember what I was talking about. I'm on disability and need incoming calls from my doctor and pharmacist, not to mention everyone else! They can't figure this out after 3 weeks of me communicating. Help!

I signed-up for Vonage service in February 2010 as they had a Vonage world internation calling plan, which included free calling to 60 countries. Once I got service, I started calling India and Japan which were included in this free calling service. Since day one of service, I have faced multiple issues with calling. Issues range from noise/disturbance in the line, calls not connecting, calls dropping after 2, 5, 15, 30 minutes. I have been in constant touch with customer care, which made me go through many hoops to reset the modem, update software and make sample calls for them. I have called them and troubleshoot more than 15 occasions, with no resolution.

When I called after a month to cancel service, I was told by customer service that I can continue service and when the issue gets resolved, I will be refunded all my charges for the duration I have had to face the problems. Hence, I decided to continue service, but I called them almost every month to check on when the issue would get resolved. I was told by their advance customer support that they have an issue with the bandwidth available for calls to India and they were having some issue with the government which they didn't know when it would get resolved. They had no ETA and said didn't know when it would be fixed, but they would refund me charges for the time I had to deal with this problem. During this conversation, I was also told that they had limited lines so they would just randomly drop calls and customers had to dial again.

After dealing with this problem for 7 months, I decided to cancel service and asked Vonage to issue a refund of my charges. It was very difficult to get hold of someone to cancel and I was finally asked to write a letter to billing dispute regarding my refund and they would review it. After I didn't hear back for 4 weeks, I called again and was unable to get hold of anyone. Then I submitted customer feedback on their website after which an agent got in touch with me and tried to help me resolve this. After exchanging a few emails with the agent and telling him about all the pain I have had to deal with Vonage and their poor call quality, the agent gave me an offer to cancel my service and refund me approximately half the charges I was billed for. I paid $260 and was offered a refund of $137. His justification for the lower refund was that I had made some domestic calls, hence, he would charge me for it. I tried explaining to him that I had cellphone service with a lot of minutes and I didn't need to use the Vonage phone. Also, if the calls were reviewed, the domestic calls would be very very few compared to the international calling.

I told him that on multiple occasions, the customer care agents told me that my charges would be refunded and I was told that he had no notes that indicated that. I don't know how their internal processes are for documenting calls or making notes when talking with customers. It sounds like the agents are not diligent enough to make notes of exactly what they tell the customers on the phone. Not sure to what extent you have reviewed the notes or listened to the recorded calls I've had with customer care.

I would urge you to go ahead and review these calls to customer care because on multiple occasions, I have asked the agents to confirm this is the case (that my money will be refunded) and that's why I made a decision at those times to continue service. I was told once this issue is resolved, we will revert the charges since the time you have faced these issues. During one conversation, the agent was even ready to look into this if I was willing to let him close the ticket. He said closing the ticket is the only way he can go ahead and refund charges. But I didn't agree to closing the ticket as the issue wasn't resolved.

All that said, Vonage is advertising for a service it does not offer or at least can't keep up to its unlimited calling promise with clear quality. I have spent numerous hours of my day talking with and troubleshooting with their agents and advance customer support. They were many, many hours of my life that I will not get back, due to a service agreement that Vonage can stick to. Not to mention, the mental stress and frustration I've had to deal with and the problems I've had with the folks I called on the other side of the phone. Can I take legal action against Vonage for the false service they advertise for and all the mental stress I have had to deal with and the time wasted troubleshooting and working with them on my issues?

I am having real issues with the company advertisement and customer service. Summarizing the case, Vonage signed me with false and misleading advertisement of unlimited international calling. After a while, their usage department sent an email saying that I need to check my minutes as my usage was more than permissible usage which is 3000 minutes.

I tried to search everywhere this 3000 in their original contract but could not find and they also fail to explain where is it mentioned on their website. They just told that they have sole right to change the usage minutes. One fine day, my plan has been upgraded to double the original plan and I have been told that if I check my usage minutes for two months then I can switch back to my original world plan. To avoid all the hassle of new connection, I continued with Vonage and bring my minutes to 2800 for continuous two months. After that, I contacted Vonage again to change my plan. Customer service doesn't have any authority to change the plans. After 4th customer service call, some sane representative told me directly that they can't do anything and I need to respond to email that I got from usage management department.

They don't have any phone number. I replied to Vonage usage department email, asking them to revert my plan to original plan. I have got a quick reply that my plan can't be reverted back because their normal usage average is 1500 minutes and my usage is still 2800 and I need to wait for another two months and bring my usage to average limit. This is heights of dissipating misleading information and false advertising. You can't compare unlimited minutes with 1500 minutes a month. And if 1500 minutes is the limit then that should have been told the first time. They impart incomplete and wrong information.- A former Vonage customer.

This is the worst company ever. Canceling with them is like pulling teeth. I got the $9.99 plan in June 2010 for faxing. I have been unable to send a fax yet. After several times and hours on the phone, I finally decided to call in November when I had a block of time. After 6 hours of technical support over two days, I asked to cancel the account. They refused to cancel because I did not go to the 3rd level of support. I asked them how long I needed to give them to fix it. They wouldn't cancel so I told them to send someone out.

They sent a tech guy out and he couldn't fix it either. I called in again and they still would not cancel, but offered to give me a "fax" line for an additional $9.99 per month. They said I didn't have a fax specific line that's why it wasn't working. So, instead of fixing it or canceling my account, they wanted me to pay them an additional $9.99 per month for a fax line. I told them that they weren't going to stick me up without a gun and I wanted to cancel. Five minutes later, they canceled the account and charged my account $125. $125 for $9.99/per month when I only had 5 more months on the contract. Warning: Do not use this company!

I canceled my service with Vonage after 3 years. It is like pulling teeth. The person I spoke with told me I would be charged $79.00 for something. Nothing is $14.99. This company is a scam. Don't use them if you don't have to. If your service is not working properly, absolutely no one can help, because I couldn't understand anyone I spoke with. Stay away from this phone company.

Vonage woos customers to sign up for their Vonage World plan under the pretext that the service is "unlimited" when actually it is not. Apparently, it's a decoy to mislead consumers and later bombard them with emails claiming the usage exceeds the usage limits of the heaviest users. The emails go further pointing to a legal jargon that indicates the service is not "unlimited" as the ads claim and it has a 3000-minute limit. If the usage continued to exceed the 3000-minute limit, they would automatically change the plan and slap the overage charges. The customer service is of no help and they fail to provide a legit reason for false advertisement.

Cancel my account immediately. Vonage: **. Email me if you want your excuse for a modem back that keeps knocking my RR Modem offline, even after a 35 minutes talk through setup, with a customer service agent. That worked less than a day, before knocking my RR modem off line but leaving your junk modem online. Vonage is a fraud. Refund my $54.59 you defrauded me of, with deceptive advertising or I will file complaints.

P.S. phone number no longer in service. Family and friends have our cell numbers. Additional information as posted on Facebook: Edward ** by the way, the $14.95 a month, 3 month trial, becomes $32.63 the 1st month, for account setup, then $21.26, the 2nd month after fine print taxes & fees. And they tagged my VISA Debit a day early, today, when I ordered Vonage 10/2/10. While their find print, I learn from the complaints of others, allows billing for their sorry modem, of $80, they will be billing a dead Debit Card, when they try to ** me for another $80.

So adding $5, for my ordering a new debit card from my Credit Union, this morning, Vonage got me for $59.59, for 2 days good phone service and a month of headaches. The clown that took my order on the phone last month misspelled my email address, for starters. Oh well, while I won't see a penny of that wasted $59.59 back, I will get my pound of flesh for their fraud, via consumer complaints and general badmouthing. I am ** on the Vonage FB page now but read another unhappy customer saying Vonage is deleting his comments from this page, so hurry, if you want to read my flak on Vonage Facebook, at http://www.facebook.com/vonage.

a limit. They sent me an email regarding my usage patterns and they say that it's not within normal residential usage guideline. They wrote, "In order to provide the best value to all our customers, we track usage of Vonage residential calling plans. At the time of signup, you agreed to the Vonage Terms of Service (TOS), which includes usage guidelines for normal residential use. If you would like to review the usage guidelines, please see sections 5 and 10 of the TOS.

We have observed usage on your account, which is not consistent with normal residential use. Specifically, your account shows irregular patterns of use and/or international-minute usage that is more than twice that of our heaviest users.At this time, you can remain on your current plan, but your usage will need to be changed to fall within normal residential use guidelines; this usage would generally not exceed 3,000 international minutes per month. As another option, you can switch to a different calling plan, or you can disconnect your service without penalty".

I read their TOS and nowhere is it written that you should use 3000 minutes. They changed my plan to world plan without calling me and they charged me $22.88. Two days before, I talked their account management team and they didn't say anything about my plan change. I have spent a lot of time talking to their customer care, account management and their billing department but of no use. These Vonage guys have hidden policies, which they do not tell customers when signing up. Unlimited meaning there is a limit of 3000, what a joke!

I moved to my new address on October 15th 2010, which is also my home office. I ordered Vonage on October 19th 2010, to give it a try. I have never had an account with them and wanted the luxury of making and receiving phone calls via my laptop. I soon discovered after the phone jack arrived that I was unable to use with a laptop that has an USB broadband wireless modem. So I ordered their Softphone service on 10/26/10, paid for it downloaded it and seem to work fine.

An hour later they were tell me my account has been suspended. They are asking me about a previous balance. Which is bogus, because I never had an account with them at all, this is my first experience with them. I asked is my new address associated with a delinquent account, and they couldn't tell me anything.

They took my money then suspended my service because of what the previous tenants did. Prior to 10/15/10 I am not sure what happened here. I do not recommend this company as a VOIP! Seems as if they would have a sophisticated service to track delinquent accounts. I spend most of my time talking to them on 10/26/10 in which they reinstated my account. The Account Manager apologized for the inconvenience that they caused me and said this would not happen again. On 10/28/10 my service was suspended without notice. The amount owed to them $0.00. My experience was awful! Do not use this company!

I contacted Vonage phone company to cancel my services for phone number **. They told me the contract is not done for two weeks. I have pre-paid until November 5th, 2010. They said that I have to call on November 6th to cancel my service. I said that if I am not home that day, what do I do? Well, the new billing cycle starts and I will have to pay for the month. It is ridiculous to have to pay for another month when you have obliged to the contract.

I signed up with Vonage on Oct 20, 2008 and the contract will expire on Oct 20, 2010. My account is paid in full. I called to have my service disconnected on October 16, and was told that I would be charged $42.90. I was asked to call back on the 20th. I know by the time I call on the 20th, my card would be charged for the following month. I spoke to a supervisor at Vonage and after some argument, I told him to cancel the phone immediately. Sure enough they charged my card $42.90 within seconds and sent a confirmation email. I disputed the charge with American Express and within a day, I was issued a full refund.

I was told by my American Express customer service that they have a deal with Vonage that any disputes would be refunded immediately. Folks, take advantage of this. Only a handful of people would write, dispute or complain. Vonage is making millions this way. In addition to disputing the charge with my credit card, I also did the following: 1. filed a complain with the Better Business Bureau, which you can do online; 2. filed a complain with Federal Communications Commission (FCC), which you can do online as well; 3. complained to the Attorney General of my state in hopes that a class action suit is brought. Do a google search for your state's attorney general's address and this information would be available easily. In addition to the above, don't forget to write your 2 cents on every forum you can find.

I signed up with Vonage on Oct 18, 2009. Today is Oct 17, 2010. I had an year contract. My account is paid in full. I want to disconnect the service. Yet, I cannot disconnect the service before Oct 18, 2010 without a 40 early termination fee. At the same time, if I wait until Oct 18 to disconnect in order to avoid the fee, I will be charged for the next month and I will still end up some 35 out. This is racket at its finest. It is an ultimate catch22. I have never heard of such a horrible inflexibility towards paying customers! This is simply outrageous.

They advertised that there is no contract and no cancellation fees, but since I had signed up under a contract one year and eight months ago, they want to charge a $39.95 cancellation fee.

No help from customer service. So, we tried to cancel the service. The customer service representative told me that they could not cancel the service because none of the identifying information I gave them matched anything in their records, name, address, date of birth, SS#, account #. Yet, they still manage to bill us every month. So this is going to turn into a court case. Unfortunate experience.

When I signed on contract (by accepting terms and conditions), it was clearly mentioned Vonage residential unlimited calling in US, Canada and unlimited international and received an email from them as below:

We previously advised you that unless your usage of Vonage service was adjusted to reflect normal residential use, we would automatically change your service plan to our Power User plan. Since we have not seen a change in your usage or calling patterns for 19703721144, your service plan has been switched to the Power User plan at a rate of $49.99 per month (plus taxes and fees). The Power User plan includes free domestic calling and 3,000 in-plan international minutes.

Additional in-plan minutes used will be charged at the rate of $.03 per minute thereafter. The Power User plan includes all the other features and benefits of Vonage World, including Vonage Visual Voicemail., SimulRing., and our lowest per-minute rates for calls made outside of the 60 included countries.If the Power User plan does not meet your needs, you can request to be returned to the Vonage World plan when your usage has changed to fall within normal residential use guidelines; this generally includes using less than 3,000 international minutes per month for a period of at least two consecutive months. Or, you can disconnect your service without penalty.For additional information, please respond to this email and one of our associates will be glad to assist you.Regards,

Vonage Customer Service when I replied them back saying why they had increased the charge they replied me back with below auto reply email:

Thank you for your reply. Correspondences are sent via email. Unfortunately at this time, we cannot change your calling plan back to the Vonage World Plan due to your usage patterns. Please contact us on December 12, 2010 to have your account reviewed for usage and at that time if your usage is more in line with our normal residential use guidelines, including using less than 3,000 international minutes for at least two consecutive billing cycles, you can request to return to the Vonage World Plan. If this option does not suit you, you may contact account management at 1-866-243-4357 to disconnect your service without penalty. Thank you. Vonage Usage Department

I signed up with Vonage on Oct 19, 2008. Today is Oct 8, 2010. My contract expires on Oct 19. My account is paid in full. I want to disconnect the service because I hardly ever use my landline anymore. Yet, I cannot disconnect the service before Oct 19, 2010 without a $40 early termination fee.

At the same time, if I wait until Oct 19 to disconnect in order to avoid the fee, I will be charged for the next month and I will still end up some $25 out. I was told that if I want to get a refund for the next month. I have to call on the 19. I cannot call on the 18 ($40) and I cannot call on the 20th. This is racket at its finest. It is an ultimate catch22. I have never heard of such a horrible inflexibility towards paying customers! This is simply outrageous.

I signed up for Vonage in October 2008. It was okay service until this year (2010). I have family and friends overseas and originally had their basic plan with what, at the time, was their Call-Asia plan. Then they started the World plan, with 60+ countries, which included those I was calling. Rather than stopping the old services, they simply double billed me for 6 months, continually reporting they would stop it without doing so.

Finally, after six months, they stopped it and gave me a month free. Then I started getting cut off on my overseas calls every 5-15 minutes. I reported this through the tech support, up to the level of Chief Engineer, who increased the time to about 45 minutes before cut off. The problem has never gone away. In July, I got an email from the User Management department saying if I did not contact them in three days, they would double my rate to $49.99 plus taxes and fees of 1 cent/minute (an additional $10 per 1000 minutes). I asked why and they said I had exceeded normal usage of 5000 minutes for a month. Their Terms of Service (TOS) Section 5.4, says nothing but they can do this at their discretion "for inconsistent normal use," making their "unlimited" advertising a hoax.

They were very rude to me when I questioned their advertising so I asked to speak to their manager. I was refused on the first occasion, and three formal requests that followed. They have just contacted me again, only this time it is for exceeding their 3000 international minutes, also not in their TOS 5.4. Lastly, I reported this to their ERT (Error Resolution Team), reporting all of the above. They never contacted me after initial call in July and none of the errors were resolved. I cannot wait until my line is switched back to AT&T and I can get anyone other than Vonage.

I signed up with Vonage back in Feb. I was unable to have the service for my area. It messed up my computer till I had to buy a new one. Because of Vonage, I could not have my phone working. It freezes up and would not work. So, I called months ago to cancel my service, but they keep taking out of my account for a service I am not using. They put you on hold for over 30 minutes and never get back to you. I want my money back from this company.

I have signed for the international plan that was offered by Vonage for international called (Countries Included for unlimited International calling) and now I got the message saying that I am exceeding 3,000. How does it fit when they say international calling and Unlimited? This is totally cheating customers by mentioning Unlimited and not mentioning anywhere the total minutes in the site. This caused my bill to increase.

I have signed for the international plan that was offered by Vonage for international called (Countries Included for unlimited International calling) and now I got the message saying that I am exceeding 3,000. How does it fit when they say international calling and Unlimited?

Following is the message i got: "We appreciate your business and thank you for using Vonage for your phone service. In order to provide the best value to all our customers, we track usage of Vonage residential calling plans. At the time of signup, you agreed to the Vonage Terms of Service (TOS), which includes usage guidelines for normal residential use. If you would like to review the usage guidelines, please see sections 5 and 10 of the TOS."

I have signed for the plan that was given by Vonage for international called (countries Included for unlimited International calling) and now I got the message saying that I am exceeding 5000. How does it fit when they say international calling?

We appreciate your business and thank you for using Vonage for your phone service. In order to provide the best value to all our customers, we track usage of Vonage residential calling plans. At the time of signup, you agreed to the Vonage Terms of Service (TOS), which includes usage guidelines for normal residential use. If you would like to review the usage guidelines, please see sections 5 and 10 of the TOS. We have observed usage on your account, xxxxxxxxx, which is not consistent with normal residential use.

Specifically, your account shows irregular patterns of use and/or international-minute usage that is more than twice that of our heaviest users. At this time, you can remain on your current plan but your usage will need to be changed to fall within normal residential use guidelines; this usage would generally not exceed 3,000 international minutes per month. As another option, you can switch to a different calling plan, or you can disconnect your service without penalty. For additional information about your options, please respond to this email and one of our associates will be glad to assist you.

In the almost two years of service with this company, I cannot say anything good about this service. The quality has been poor, most of the time with static and line noises. Calls to their support were answered but their recommendations failed to improve the sound quality. When I told them that I wanted to cancel, they said that there was a $43.00 cancellation fee until my two-year contract was up!

So, they want to penalize me for canceling because of poor service. They wanted to charge me $43.00 cancellation fee because I am getting poor phone quality. I do not recommend this service to anyone.

Last Sunday, I called Vonage to inquire about their phone service. The representative I spoke to spent a great deal of time reading off long passages of contractual verbage that I found very confusing. At the end of the call, another representative came on the line to verify my order. As he read the order, it turned out to be different than what I thought I was ordering, so I decided not to go ahead with it. I explained this to the representative, expressly asking him, "Do you understand that I do not want this service, so you will not put the order through." He said he understood.

Two hours later, I received several emails from Vonage congratulating me on my newly ordered service. I called back and the next representative continued to try and sell me their service. I again, expressly stated that I did not want their service and to please cancel whatever they had signed me up for without my permission. During this conversation, I learned that they had already charged my credit card a fee of $61 to switch my phone lines over.

Their response was that they couldn't help me cancel the order until the following day. When I asked to speak to someone to complain, they hung up on me. On Wednesday, I received some sort of equipment from them, which they wanted me to pay to send back. Only today, exactly a week later, after my 5th 1/2 hour long phone call, have they finally issued my refund for the service I never ordered, and I'm still waiting for the return postage voucher for the equipment they sent.

When I got the service from Vonage, I was told that if I have to cancel the service within 1 year, I will be charged $39.99 and will have to return the device. Now when I called up for cancellation, they told me that I have to pay $126. Even today, if you talk to the online chat representative, they will tell you that only $39.99 is the cancellation fee and I will have to return the device. But when you call the customer care, they would say that "we are sorry, you were misinformed" and they do not have any connection with the online chat executives.

I am a customer of Vonage for their VOIP phone service under "unlimited" talk plan. Recently I have started getting emails from the company stating that my phone usage does not conform to normal usage as my total International talk time has exceeded 3000 minutes within the month. As a result they want me to restrict the use within 3000 minutes or join a higher cost plan or disconnect the service.

I ordered for a second line through Vonage. At time time, they told me there is no lock-in period service agreement. Now I have received an email saying that there is a service agreement for one year. I think this is just cheating and unfair. Why should I have a service agreement now for one year when the customer support clearly told me there is no such thing and she also agreed. This is just cheating and I stand to lose some amount if I cancel before one year.

I wanted to cancel Vonage service in August due to becoming unemployed, so I contacted an account manager, who immediately tried lots of gimmicks to keep me as a customer (changing to cheaper planes, etc). I made it clear that I wanted no additional future charges from Vonage until I found employment. The account manager finally sold me on "one-month free" gimmick and indicated that it would cost me nothing. One day later, I noticed a transaction for "taxes and fees" against my account.

One month later, an unexpected $34.75 charge went against my account, so I called their account managers again who tried to sell me on gimmicks. In the end, Vonage refused to refund the $34.75, but they did cancel the account effective immediately, so they say? Vonage makes it real easy to sign up for the service online, but you must call and talk to an account manager to cancel, where they will try gimmicks and shady account management tactics to keep your account "active".

This company claims I owe them over nine hundred dollars! After being a customer for 6 years and agreeing to pay in advance for a year's worth of service at a 20% discount I am ashamed to admit I'm a customer. The disrespect and utter rudeness of both their customer service and payment processing while attempting to find out why my "Unlimited calling for $14.95" in 2004 is suddenly a minute based system and the failure of the FCC mandated enhanced 911 feature. They are the most arrogant and cheating company I have ever seen.

All I can pull from this is that the company is struggling to stay alive and will pull anything to keep whacking my debit card whenever they feel like it. I attempted to cancel a fax line after paying the year's fee up front, only to find out that the fax line which is essentially the exact same technology as a voice line isn't billed annually and that I was also being charged taxes monthly. When questioned, an uninformed payment rep told me that these were "FCC taxes", which is complete **. The FCC does not regulate or tariff data transmission which is VOIP.

They will do anything to * their customers as I have seen in the hundreds of complaints when googling "vonage". I am considering organizing a class action suit for damages resulting from unauthorized charges, non-disclosure, and false advertising, not to mention that they say I never paid for my service in 2007. Why was my service not then suspended? Answer, oh we must have had a computer glitch. Well, Vonage is one big computer glitch and after working in telecom for many years, I can tell you that the supposed FCC tariffs is completely false. Anyone care to join me in a suit?

Vonage decided to increase the fees under "taxes" section (intellectual property and other taxes). My bills increased every month. I was told that actually they increased the services making 411 free and implementing a fee of $1.49 for it. According to the US law, they shouldn't be allowed to impose us buying a product which we, the customers, didn't sign for. I don't use 411 anyway as it's not a good service.

From the $24.99 plan, the bill increased from $32 first month up to $37 in the sixth month. And the service decreased to the point that I cannot make calls overseas. I used another company. I am very frustrated for paying for absolutely nothing as my cell has an unlimited plan for the USA. I spoke with them via ** but the answer was the same. $1.49 and another $1.79 or so for intellectual property for 2 million people every month will make them rich and with decreasing services, they don't even need to provide anything but to collect the money.

Vonage is such a deceiving company and I wonder why no one has sued them as yet or filed a class action suit. They always advertise themselves as providing unlimited international calls and cheat.

Explaining my case, I have had Vonage until Dec. '09 and being full two families back home in India (mine and of my spouse), we took Vonage and were very happy. Things started bad in July '10 when I received an email from Vonage usage department that my minutes exceed than their limit, 3000 minutes, that they provide. I was shocked and aghast. I contacted them and being told that they check on minutes and since my minutes are crossing the threshold, so either I need to check my minutes or else they will move me to another plan which would be USD 65 (including taxes) and with only 3000 free minutes.

I checked more on this 3000 minutes limit and how did they arrive on it as I was being told by some of my friends that Vonage gives 5000 minutes and being told that they own the minutes and I should check their terms and conditions which say that they have right to change the minutes. Anyways, I wish to avoid all the hassle of new phone connection, disconnection, etc., so I checked on my minutes. We were using around 6000 minutes and reduced it to around 4000 minutes.

The biggest shock was when in August, they changed my plan just one day before the billing date and charged me 65$ instead of 36$ which I always pay and say that they don't see any change in pattern. Come on, I have reduced from 6000 to 4000, ridiculous.

I ask, why do they advertise as unlimited when they just have 3000 minutes, that's even less than 2 hrs per day. Is it legal? How can they change the plans of users like this when we have committed to their world plan and not any other.

Now, this is too much and I am going to get rid of such a cheat company. I am ready to pay little more on the calling cards but I need transparency. Vonage is a cheat!

I want to cancel my service with Vonage due to the fact that I no longer have a computer at home. I'm using a friend's to type this. I was informed that I have a two-year contract and would have to pay for services that I can no longer use until April of 2011. They gave me three month credit but said after that I would have to continue paying them. I resent paying for a service that I can't use and will never use again. Customer service suggested that I find a friend that could use the service and pay for them. All I would have to do is have to take the box to their home and switch their phone service to my old home number. Does that make sense?

This company is really amazing not only do they deceive you but when you cancel they won't do it only to charge you again after you do. And they email you the information to return it and then claim they didn't receive it. I had mailed it July 30, priority mail and it cost me $8.10 as it is in my case. And they had charge my CC $71.75.

So if there are any others that have been deceived please contact the authorities, or if you are a lawyer please contact me for legal actions. I'm sure by all the complaints that there are on the internet, that I'm not the only one and legal action should be taken against them.

I see the Vonage commercials and I get mad every time. I've also read other people's complaints and they are still up to their old games. We tried to sign up for Vonage years ago. I say tried because we kept getting a situation where we would hear the other party on the phone, but they couldn't hear us. In other words, our phone was useless. I kept calling Customer Service and they kept giving me procedures to try. Little did I know that they were just stalling until I got past their (at that time) 30-day limit and then informed me that I couldn't have a refund. If they think that you are leaving them, they are going to work hard to make sure that your money doesn't leave with you. If you want to work with people like this, be my guest. But if integrity means something to you, look elsewhere for your phone service.

No phone or computer for a week. Called Csinet. The tech-said Vonage box is no good and shut down the internet, so he disconnented Vontage. And now I have internet but no phone. Need Vontage box.

I was a Vonage customer for more than 4 years. The service fees were directly deducted from my credit card account. I very rarely use the Vonage line and maintained the service mainly for emergency purposes. In early 2010, my credit card was stolen and I was issued a new card. It did not occur to me to contact Vonage as I did not use the service nor was I contacted by Vonage or provided a bill via email or US postal service for any funds. In August 2010, I did receive a collection's notice from a firm apparently hired by Vonage to collect over $100 in fees, with no explanation or as previously stated, prior notice. I believe this is poor communication, customer service (especially for a customer retained for more than 4 years) and an unwarranted blemish to my credit.

Vonage should provide statements or written notice to a customer prior to sending the "claimed" outstanding balance to a collection firm. This practice is unconscionable. More than $100 paid without a bill or any breakdown of what was owed or why. A blemish to my perfect credit history, with no notice or statement provided prior to the supposed balance owed being sent to a collection firm.

I had been using Vonage since 2006 with very few problems. I was paying for a year in advance to receive a 20% discount. When I canceled my service they refused to refund any money although I will not use 1/2 a year. They state there terms of service states not refund will be given 45 days after the renewal is made. They refuse to deliver the original terms of service that existed in 2006.

Another problem with them is they just renew this yearly plan. They give no predication of then you will be billed nearly $300 dollars, they just take it from your account. They do not send you any updated service agreements when renewing.

I tried to drop service and they want to charge for equipment and I said I'd return the equipment PP mail but they refused and said I had to pay $127.00 for the equipment, that they didn't take equipment back. I never agreed to buy or rent the equipment, to drop service it will take $150.00 and a service disconnect fee of $39.99 plus taxes on top of all this. I was being charged for calls to Chile that was on their list of approved countries on International plan. The calls cost more than through AT&T or Sprint.

I had ordered Vonage home service on June 27 2010 and received the equipment shortly after. I had hooked it up and there was a dial tone so I tried a call but the person I had called didn't hear me. So I had checked with my service provider and they stated that Vonage will not work with Satellite broadband. So I contacted customer service because they had offered a 30 day money back guarantee and I had canceled the service and gave them the last 4 of the credit card. They told me they would mail a label to me to return the modem and they would credit my CC.

Come to find out today, I had received a email saying my service is on hold due to non-payment and I had called them. What a nightmare that was after about a half hour on my cell phone and you can barely hear them due to all the noise from other customer rep's that you hear over their phone units and then they transfer you to accounts and the say unfortunately its past the 30 days and then they transfer you to tech support. So it boils down to this the company scams people. If they do this to 100,000 people, they make $1,495,000.00, not to mention the return charge and late fees.

Got an email from ***@***.com, "Your July, 2010 Vonage billing statement is ready for viewing. To view your bill, go to etc. I confirmed with the customer service department, number above, that this is a legit email address. I have never signed up with Vonage or had any contact with them whatsoever until this email. I have no account number, password etc.

When I called Customer service, the lady could/would do nothing because I did not have an account number, and would not give her the last four numbers of any of my credit cards. I did offer to give her my address and phone area code, as there are only myself and one other person with my name in the whole state, but she insisted on the account number, which I don't have.Note - to access my account online, I need an account number, password, etc, which, as above I don't have. The lady would not tell me if there is an account in my name. She also would not tell me how Vonage had possession of my name and email address.

She was of the opinion that the email bill was bogus, even though it came from Vonage. I asked her to please report it as a security breach which would adversely affect Vonage business and image. She declined because "It would cause a lot of trouble. " Note: There is no contact info/email address on the Vonage website, let alone one for the webmaster. So be advised there is something strange going on at Vonage and there is no way to get through to someone for relief.

I attempted to use Vonage for my phone service in March of 2010. I gave them permission to port all the phone lines from AT&T to Vonage. There were four lines for my office plus an 888 number. Vonage sent me their equipment with 2 boxes that were to be programmed for all four lines of my business. When I plugged the VOIP box inline with the router, only 2 ports were active, meaning they did not program the other lines to the VOIP boxes. I called Vonage about this and was then quickly transferred to the Philippines and just as quickly dropped 5 times by their service.

When I finally was able to talk to someone they asked to return the two VOIP boxes and they would send me two more that were properly programmed for all four lines. Vonage did not care that I would lose phone service for my insurance agency for approximately a week. I grew so upset over their ineptness that I quit the same day it was installed! Yes, the same day, yet I was billed for the returned equipment that was returned to them once service on two lines was restored to AT&T so I would have at least two lines working.

At least my fax was one of the lines they did not port so I received pleasant faxes form my clients asking me what was wrong with my phone lines. Yes, Vonage was able to fail to port my 888 number as well that probably rang to some location in the Philippines. It honestly took about 45 days for the missing two lines to be restored to AT&T and the 888 number working again. Then Vonage "forgot" to credit my account about $85.00 for the returned misprogrammed boxes and turned me over to a collection agency for their service to the lines that rang to some God knows where. I can tell you that it did not ring to my office.

Every once in a while, I would get an email from the lines that rang somewhere else if a client left a message at all since I could not hear the phone ring nor program the voicemail now as well. This is truly the worst company I have dealt with in a long time. My phone bill is now down to $60 and some change that my bookkeeper says we should not pay for all time and money Vonage is completely at fault over. I am considering using my attorney over this simply over the point and principal, but I am deciding if it is worth it. I can however strongly advise anyone to avoid Vonage as they not only never ported all of my office lines, then disconnected me several times in my attempt to get all four lines working, then they topped off these mistakes by not applying the returned equipment to my account.

My damages are the following: roughly 15 hours on the phone between Vonage and AT&T to restore all four of my lines to AT&T, plus the 888 number, lost clients' phone calls, unpleasant faxes from clients asking where I was or what was wrong with the phone lines, or accounts that went elsewhere I was marketing since they were unable to get a hold of me. In these tough times, some people thought I had gone out of business or not paid my phone bill. Now I have a collection company calling me since I turned off my company credit card and was issued a new account so Vonage could not continue to charge it. Yes, more time on the phone that I was not paid for.

Now I have Penn-America calling my cell to try and collect an incorrect bill that was corrected today to $60.00 and change. I welcome an attorney to contact me as I have lost hundreds of dollars that they are welcome to if they chose to pursue Vonage for my lost time, clients and hostility my clients gave me over Vonage's complete ineptness. It is a miracle this company is around at all since I never experienced them doing anything, not one thing, right. My experience was so poor that you may call my office to ask me about the Vonage experience I had at **, ask for Edward.

Vonage changed my plan and processed my debit card with an unauthorized transaction. I was slammed into an increased plan and was told it would take up to 10 business days to refund my card. They tried to tell me that I agreed to this when I didn't.

I had explicitly explained that I did not want to be signed up for an annual plan to be paid in advance. I asked to speak with the senior management and I am still holding my breath. I am still out with hundreds of dollars and my account was overdrawn costing me several overdraft fees of $40 each.

Consumers, be very afraid of Vonage. I decided to give Vonage a try. But as I don't like contracts or agreements, I purchased my own equipment from Best Buy and paid the activation fee, so if I didn't like the service, I could cancel with no penalty (so I thought). After about 14 months of service and the many dropped calls, I decided I no longer wanted Vonage.

I called to cancel and was told I had to pay a $39.99 cancellation fee, because I canceled within the 24-month period. I talked with several representatives and supervisors to no avail. My mistake for giving them my debit card number--remember AOL. Once they get your debit card number, the only way for the consumer to stop the charge is cancel the debit card. Stay away from Vonage!

The Vonage service is horrible and cancellation is even worse. I signed up for 12 month contract last year, but knew within a couple months this was a mistake. Whenever the Vonage equipment was attached, our internet connection would regularly be disrupted. After no success resolving this with customer support, I simply disconnected the equipment about 4 months into the contract, no internet problems after that.

Now that my 12 months is about to expire (in 20 days), I called to inform Vonage I did not want to continue the contract. I was informed that cancelling early would result in a termination fee and cancelling after my renewal date would imply more service time to pay for. In addition, they had no way to schedule a cancellation (I thought calling them ahead of time would actually help) and that I had to call them on the exact day of my renewal period. This is ridiculous and clearly designed to capture more money from customers who don't want to be their customers. Then to top it off, I received an email expressing their thanks that I chose to continue as a customer (I called to cancel) and proceeding to explain a myriad of confusing cancellation fees that I could incur should I decide to cancel. It felt like a threat.

We signed up for the Vonage phone line 2 months back and were told we could make unlimited calls to India, landline and mobile and some more countries including Canada and USA. Now on the 29th June, our phone got suspended and we were told that we have gone over our 2000 minutes of calling time. When we mentioned that it was an unlimited calling plan as advertised on TV and also online, they said they were sorry but can not do anything. We cant even get the phone cancelled as we have to pay 53 as penalty. I think it is a sheer fraud and they are misleading the customers. We have paid 45 for the equipment when we took the contract, which is useless if we no longer want to use this phone. Also we have to pay a penalty of 53 if we cancel the contract.

This service is horrible. They do not care; they insult you and take my money every month. All I want is someone to call me, so I can see if my contract is up. Thanks

We signed up for our service 6/20/09 - Our Vonage phone never worked very well - we called in October 2009 to cancel our service and were then told we were under a 1 year commitment - and the representative we talked with suggested that a new modem would help the situation - so we had him place the order - we were never told that ordering a new modem would sign us up for a new 1 year contract as I found out today - so now I am being charged a total of $85.00 for last month's bill plus a "rebate fee" as they call it - I am extremely disappointed in this service and if anyone ever mentions switching to Vonage I will tell them to run to the hills before they sign up.

These people are extremely dishonest and deceitful. They told me that the agreement for signing up for another year commitment is in the "fine print" of an email I received when we ordered the new modem. They don't tell you up front, they just hide it in an email. How ridiculous is that. I will never ever deal with this people again. And it will be a long time before they see their $85.00 - I cancelled the credit card that it comes off of a month ago so if they want their money they will have to send me a letter asking for it and they will get a money order that cannot be traced by any means.

One winter weekend, I was shopping with my wife in the local mall here in Florida when I noticed a Vonage Kiosk and a sales rep with no customers who approached me and expressed the benefits of Vonage. The sales pitch was very well received because I heard about the service and was interested in what they had to offer. The sales rep sensed I wasn't interested in signing up for a costly service since my wife and I had cell phone service. He sold me on the low price and the benefit of being able to cancel at anytime. Nonetheless, I signed up. The sales rep set me up with the service at the mall and sent me on my way.

A few months later, I signed up for Magic Jack and called Vonage to cancel my service. The Vonage rep tried to talk me into cheaper plans in which I didn't need nor want. Finally, when Vonage learned I wouldn't keep the service even with a lower rate, the representative leveraged me with the contract cancellation fee. I was totally surprised and disappointed that I was suckered into a contract without knowing it. I pride myself in being a very cautious consumer. I very rarely enter into a contract unless I felt it was fair.

I felt hopeless when the rep told me if I cancelled I would be charged $100. What was I to do? Stay with the company because I unwillingly signed up for a contract or leave and have my credit card charged? What a dilemma.

I cancelled the service. A few months later which flew by, I remembered the dispute. I contacted my credit card company who wanted to help, but couldn't because the two-month dispute period ended. I contacted their customer service and spoke with a specialist regarding my situation. The representative was very professional but unsure how to handle a situation where the consumer alleged not to have accessed their online account during sign up, therefore alleging their representative signed up the customer on-site at the kiosk and entered into an agreement on the consumer's behalf.

This is my allegation: I never heard or read about the cancellation agreement. The representative told me my account was first accessed and the agreement was accepted on the date I purchased the telephone service. This was the date I visited the kiosk. The kiosk representative set up my account for me online. He printed off the paperwork which revealed my user name, password and even security questions. I don't think the rep did this on purpose. I'm sure he did this to make a sale and didn't think anything of it.

The ERT representative contacted me following a letter submitted by me disputing the charge. I challenged the company to research the records and identify the IP address used when I logged in to accept their policy. The representative indicated the IP address belonged to SBC, which proves I couldn't have accessed the account from home. My Internet service provider is AT&T.

The service representative could not help me. He said it was my fault, because the company has a policy and my use of the service confines me to the cancellation policy. My allegation that I didn't accept the policy and my findings that the representative did it at the kiosk which was evidenced by the aforementioned SBC IP address proves it was done at a location outside of my residence. This series of facts was not enough to persuade the representative.

Like all of the other complaints about Vonage, I had the same experience. The service didn't work, so I sent everything back. I was charged a fee without telling me ahead of time. They charged my account month after month until I had to cancel my debit card account, which affected my entire back account. They refused to help me with anything so I decided to get them back for their very bad behavior.

I drive 52,000 miles a year so I made signs that I put in the rear side windows that read, "Vonage Customer Beware!" I also sent it to their main headquarters. I did this after turning them into the Attorney General's Office and the BBB. I also use my story at every workshop that I do as an example of poor customer service.

Once they saw the pictures, they called me! Interesting for a company that doesn't answer their phone and when they do, you are on the line for nearly an hour before someone picks up. They refunded every penny of my money! My bank had already reimbursed me but I wanted to get the money back for my bank because it just wasn't right. I will never recommend them. I can't believe they are still in business!

After speaking to a Vonage rep, I decided to voice my dissatisfaction with the company. My router power supply is not working. I called to have it replaced and was told, I had two choices, either purchase one for $80 dollars or sign a contract for one year of service. I told them I am not interested in a term that long, I don't like the phone service. Constantly had problems-cable blamed Vonage, Vonage blamed cable. Also stated that, I did not feel that I should have to pay for equipment needed to continue with their phone service. The rep (who spoke very broken English and was very difficult to understand) explained to me that those were the only options. Now I am stuck in limbo with no home phone. I can't cancel, I will lose my number-so without home phone until the cable company can "port" the number over. I do not, and will not recommend Vonage to anyone I know! No more phones! Thank goodness I just switched my cell phone plan to unlimited minutes!! Which, by the way,does not work in my house!

At the time I ordered Vonage, there was a special introductory rate of $9.95 for three months. Vonage service rep told me that if we were to cancel prior to the end of the three month period, there would be a $39.95 cancellation fee. That seems only fair since we are saving so much each month due to the introductory rate. I verified over the telephone that there would not be a cancellation fee if the service was canceled after 90 days and was told there is no cancel fee except for the first 90 days.

I tried to place the order and the service rep had trouble getting the information entered so she told me to just sign up online, which I did. Now, 16 months later, I have a new telephone service provider bundled with internet and cable it costs me nothing to have the phone provided by them also. And the new phone service provider doesn't drop phone calls. If I am on the telephone the calls now go to my answering machine, whereas Vonage calls went to an email if I was already on the phone when the call came through. I missed lots of important calls because of their "interesting" way of handling calls.

I called to discontinue service and was told there was a $42.73 disconnect fee ($39.95 plus fees). Talking to service rep and a supervisor were equally futile. They say since I signed up on the internet I agreed to keep service 24 months before canceling. After reading other comments about billing being continued for several months after disconnect, I have canceled my credit card. Isn't there some government regulatory agency that oversees utilities? Or is it just "let the buyer beware"? I encourage anyone considering Vonage service to record telephone calls to prove what you are told and to be prepared for phone service that can be disappointing.

I signed up for service in 2007. Last year the router died, so they sent me a new one that lasted a few months and died. I had to fight with them for the best part of a month to get them to replace it. They had me try fix after fix that didn't work. Finally I got a new one and it died after less than 2 months. I canceled my account not wanting to go through this again. I had to fight with them to get them to cancel it, and then they hit me with a $89 cancellation fee after being with them for three years. I signed no contract. My routers were all under warranty, but they refused to drop the cancellation fee. Vonage, you really suck, and I hope everybody learns of your business practices and steers clear from you.

I acquired an $89 disconnect fee when no contracts were signed. Because they would not answer their emails when I was having problems, I had to buy a cell phone to contact them - $130. I spent the best part of a month without a home phone.

I happen to work for Vonage. I do know it states in the terms and conditions that you may cancel within the first 30 days. If you cancel within that 30 day time period, you have to return your device within the 14 day time frame. Also, it is not that hard to cancel your contract with Vonage. I work on the tech support side but I also know that we defend our customers in the utmost respect. I know that if I had had you on my line, I would have done exactly as you needed. We also can see how many times the customer has called in and what it is regarding. I hate that so many have had such an issue with such a great company. I am not defending it because I work there. I am defending it because personally I will go to the end of the line to help my customers.

Vonage sales rep called to sell their product in Feb 2010. I make lot of international calls so the package offer appeared good and I agreed to try. The rep took my credit card number and signed me up and said the instrument will be delivered in a week and stated if for some reason it does not work, we can simply return it within one month and the entire amount will be reimbursed. He also said I will get an email to access the account. The instrument was mailed on 25th Feb but unfortunately, it did not work due to internet problems. I simply returned the instrument along with a letter explaining that it did not work on 22nd March and so to cancel the service. I did not receive any email and I assumed that because I returned it within a month they did not send me an email.

My credit card was charged in Feb and March and I assumed I will be reimbursed. I tried to call them twice, both times I was transferred from one place to other and put on hold for a long time but could not reach the right place. Somehow I did not pay attention in April but to my surprise I noticed in May that Vonage is charging the credit card every month. I called again and after 30 min hold, I reached the right dept and the account manager stated the instrument was received on 29th of March as per the tracking record. And as it is more than one month (after 25 March) so I need to pay disconnection fees ($39) and instrument fees ($80). I was surprised that I sent the instrument by UPS next day delivery on 22nd then how it was not delivered for 6 days. I wanted to speak to supervisor.

After a long hold supervisor came and he stated the same thing. I was very disappointed. Then I asked, "Ok I can understand the disconnection charges and instrument charges if you received it after on 29th March instead of before 25th March but why they were cutting the monthly charges in April and May when I returned the instrument in March?" For that he said I had to call them and cancel otherwise I will be charged. Nobody had stated this when signing me up on phone and I did not receive any email. How was I supposed to know that? When I stated that I called twice before then they were trying to see when I called. If they can track, when I called, why they can't track if I received their email and did I log in? How can I use their service without the instrument?

This is total fraud designed to deceive the customers. After spending 90 min with them on phone, I was totally frustrated. Even though I did not suspect but to find out why it took 6 days for UPS to deliver the instrument when I was told it will be delivered next day, I went to UPS website and tracked myself and again to my surprise, it showed that instrument was delivered on 23rd. The whole time the manager and supervisor were lying. I again called them and this time another manager picked up the phone and after listening the whole thing, put me on hold and ultimately stated instrument fees is waived but still I will be charged monthly $33 for 3 months and $42 disconnection fees. As they did not send me any papers by mail explaining the contract nor did they send an email explaining the contract, this is total deception. They can track everything so they should be able to track if I logged in to my account any time. Beyond money, it's the question of doing the right thing. I hope this is stopped and more customers like me are not deceived.

I ordered Vonage, received the set-up kit, but didn't set it up until approximately one month later. The service interferes with the internet connection so much so that I am unable to use the internet while the Vonage device is plugged in. So I called to cancel. They did not cancel, but sent me an email with the "terms" of cancellation. I understood it to mean that I would be charged $39.99 to cancel and that I could return the Vonage device. I processed the cancellation online. No warnings about the charges were presented. I received an email the following day that I had been charged $128.00! When I called to complain and address the issue, the service department was "down" and they could not "access the account" or do anything. A floor supervisor took my name and number and said that he would call me back today. It wasted my time, felt extreme aggravation, and I'm out $128 plus the two months fee for absolute horrible phone service.

Like everyone else, when I tried to remove one of my two lines with Vonage, they hit me with the $40 charge to disconnect. I asked what if I cancel both my lines, they said it will be $80! What they're doing is just crazy and deceptive. I am not cancelling my account, just a single line. Why should the 24-month rule come into play? My account is still active with one line? Vonage is really acting in a very deceptive way, getting you signed up for 24 months (I don't even remember that in the signup process) and then they hit you with these charges using the 24-month *** as their justification. Stay away from Vonage. Their service is good (mostly), but if you need to change your service they'll get you with the 24-month thing. And there's no way around it. My advice is to just stay away from companies that do these deceptive practices, and take your business elsewhere.

I have just sued Vonage Canada and they did not defend. My claim for $1500 included the cost of outside professional tech support, renewal without my consent, court costs, and general inconvenience. Does anyone know where their Ontario address is (not Matheson in Mississauga) or where they do their Canadian banking? If necessary, I would consider paying someone to provide me with this accurate information.

I called to cancel service. They charge you to cancel. They said it was in the contract, $39 plus $5 tax and fees. Not a great customer experience.

I called to cancel my account after 16 months of service with no problems and they charge me $39.99 cancellation fee. I was told I had to stay with them for 2 years, but when I signed up, I was never told that or read that, but I guess it's in the fine print. I told them I was sending them a bill for $10 a day since I canceled my account in the middle of a billing period.

This company was still charging my account from 05/2009 to 04/27 and I have not had that service on and refuse to return my money. She claims I have to speak to an account manager and because I didn't I have to pay until I do, I am confused about this.

I called Vonage three times to cancel my account, three times and every time I called. they are advising that i have to call back because customer service cannot cancel my account. I requested for a supervisor numerous times and they disconnect the call and advised that I have to call back. They overcharge me for service that I have not used and their customer service is very rude. I have tried to cancel my account and if I am calling this company, then I should not have to wait because I called at 8am in the morning, which is normal business hours.

If I wanted a new account, I can get a rep to help but when i want to cancel my account they are refusing to speak to me because I do not want to make another phone call. Vonage is a rip off and I want to be refunded for the last two bills that they overcharged me. I have tried to talk to them but they refused. they ask me to send a form online, which i did and has not received a response as of yet about the form and about a credit to my account. I was on hold with Vonage for more than 1 1/2 hours trying to cancel my account.

On 2-19-2010, I decided to get my phone and cable all in one. I signed on with WOW Internet Cable. I also singed a Letter of Authorization. I changed provider form, Vonage is no longer my phone carrier, and yet I am still being charged $65.00 for the last 2 months and are still taking money out of my account. Being on a 1 income household, this is very taxing. I have contacted them in March, they still have taken money out of account, for a phone number they no longer own. As I am typing this, I just got an e-mail from them telling me that I have a voice message! How do you stop this? I have no idea!

In February of 2010, my Vonage device started failing. It would receive calls and let you place them but you could not speak to the person on the other end of the line. After several calls to their technical service personnel, they opted to send me a new Vonage device to repair the problem which it did. Now, it's the end of April and I have chosen to switch to AT&T with all of my services to save money. When terminating the service with Vonage, they now tell me that without knowing it I had agreed to use the new box their service technician sent me for a year or pay full price for a device without which I would not be able to use their service. I never agreed to this but that is their position and before I hung up. The customer service rep had charged my bank account $84.

This is billed as "rebate recovery." I never received any sort of a rebate either. I realized this company may be struggling but I feel what they did to me is illegal and fraudulent. I will be more than happy to join others to pursue damages both punitive and justified. I am posting this because I don't believe that companies should be able to abuse their customers if they choose to do business elsewhere. This practice has to be stopped. I was never given the option to send the equipment back.

Vonage has misleading setup instructions on their installation manual. Furthermore, they have untrained customer service reps, who give inaccurate information.The setup instructions said to plug their device in, and start making calls. I did that. The service rep said I'm all set, and that I can start making international calls. The next month, I got a bill from Verizon for more than $500. The calls went through Verizon. I called Vonage, and they gave me a $100 credit. That is not acceptable. I am still out $400. I paid $500 to Verizon, due to the misleading setup instructions of Vonage.

I am Vartul. I was a Vonage customer but you terminated my account. This is really bad. I am totally not satisfied with your service. I am an international student from India. I have all my family in India. My mother is not well in India. I have not visited India from Aug 2009 so I always call from Vonage to India. I have taken Vonage because I thought it provides the best service and I referred one my friends also but only two times my account limit touch 5000 and this month it's far below 5000 and you upgrade my account .

I am a Wayne State University graduate student doing my masters in Mechanical Engineering. Do you really think a person doing master's degree will do some fraud? I really feel bad that I picked that phone service which do not want to listen to me. You know I have taken $124 from my friend and put it in my account to pay your termination fees. Is this the way you deal with your customers? I have told all my friends what happened with me and they too feel bad.

As a student $124 is a too big amount and my money comes from India where $1 = Rs50. So it's not easy for me to pay this amount. You have terminated my account because you thought i was misusing it. I have paid every month my rent on time. I kindly request you to please refund my termination fees or some amount of fees. I have paid April room rent. Refund that amount because I have not used your service. As a student, you troubled me so much. Please don't do this with any other international students. Hoping a positive reply from you.

On two different occasions, I contacted their customer support to cancel service. The account was set up as an automatic withdrawal; they continued making withdrawals causing overdrafts to my account. In asking for a refund, they say that they will not give one because somehow, I didn't make it clear that I wanted to cancel. They said that they needed me to call them back again with a confirmation. I don't know how many calls they are expecting me to say that I don't want it. They have cost me hours of aggravation and close to $500 since I initially stated that I wanted to cancel the account.

I am not able to make or receive phone calls and have not been able to do so for the last five months. I have called several times in the last few months and given the same instructions each time disconnect and reconnect the system which is very frustrating and time consuming. I cannot call Vonage on my cell phone so I have to go to someone else's house to call them then told since I do not remember the secret code I made up in August that they cannot tell me anything but still manage to withdraw my money monthly from my account. I am totally paying for nothing. I am being charged $30 something a month for the last five months now.

I am not able to make or receive phone calls and have not been able to do so for the last five months. I have called several times in the last few months and given the same instructions each time disconnect and reconnect the system which is very frustrating and time consuming. I cannot call Vonage on my cell phone so I have to go to someone else's house to call them then told since I do not remember the secret code I made up in August that they cannot tell me anything but still manage to withdraw my money monthly from my account. I am totally paying for nothing. I am being charged $30 something a month for the last five months now.

Vonage never worked more than a day or so.Every other day, I had to call the support center and rewire the system again and again. Either I did not have the dial tone or I could not receive any call because the line was dead. I never could call India. I may have connected couple of time with Delhi with the help of the support center. I am 70 years old and they were gave me good connection. They made me plug and unplug the system which was under my computer table. It was very difficult for me to bend again and again go under the table to hook and unhook the system.

One day, I got so upset that I cried on the phone. I told the guy that I am so upset that I want to jump down my 6Th Floor Balcony. I told them if they drive me nut like that I will hold them responsible. I told them that I will leave a letter for the police. It is not funny. One needs the phone in order to have a connection with family and friends. I had their service for five weeks and may be it worked one day a week. Rest of the time, I used to make calls from my cell or I would go to my next door friend and use their phone. I want all Indians to know that this company gives false advertisement. What is point of have calling system that never gets connected.

When I finally got fed up and told them that I want get back to Verizon and not have them any more. They charged $69 for disconnecting the service. It was their fault because they have the bad service. I had no choice but to go to Verizon. Vonage not only charged me disconnecting fee, they also charging me monthly payment when I did not have their service. It is the worst company and they should not be allowed to do business in US or any where in the world. I told them that they got proper connection before they take any more customers. I was very nice and patient with them but they are ruthless and thieves who charge to innocent people on their credit cards. I felt trapped and had not choice but to give them money. All their customers like us should sue them for giving us heart ache and than charging for that.

I downloaded Vonage mobile using my blackberry with Verizon. I was told by Vonage the calls will go through their network and will be nominal rate. After about two month of service and following directions as advised by Vonage, I was charged by Vonage and Verizon both. Verizon said Vonage is not authorized to place calls using their network. Basically, Vonage mobile software does not work and I was charged $600.Vonage refuses to pay this money.

On December 18, 2008, I made an online request for Vonage to become my VOIP provider. I clicked "agree" to a statement that after one year of service, there would be no disconnection fees. Vonage received notification from Cox Communications that our home phone number was ported to and active with Cox as of February 12, 2010 (Cox sent the original request to Vonage on January 6, 2010 to transfer my phone line from Vonage to Cox Communications because Vonage took so long to respond to their request, my transfer couldn't be accomplished until five weeks later). On February 12, 2010, Cox Communications ported my phone line and sent a confirmation notice the same day to Vonage. On my April credit card statement, I saw that Vonage was continuing to bill me for service through March 2010.

On March 15, 2010, I called a Vonage customer service representative (CSR) and asked the charges be removed from my bill to include the 6 days from Feb 12-18 ($6.37) and the bill for Feb 18-March 18 ($32.91). The CSR argued with me and said I must pay these charges plus a $42.99 disconnection fee, for a total of $82.27. Charging for service never received after an official port notification is a form of slamming, after the fact. A punitive disconnection fee for non-existent contract terms is dishonest. I asked to speak with a Vonage supervisor and was transferred to Gabriel at Vonage Disputes. He finally agreed to cancel the February 12-March 18th charges for service I never received out of the goodness of his heart (rather than by federal law) but said he would have to charge me a $42.99 disconnection fee as I was obligated to Vonage for 24 months.

I asked to see the contract as I had never seen or acknowledged a 2-year Vonage contract. He said he could not provide documentation of this since the information posted online currently states a 12-month period. Gabriel said the contract wasn't in writing, but it was whatever appeared online when the customer requested service. I checked through my emails and found a communication from Vonage stating "We're thrilled to offer all these extra features with no additional fees, contracts or obligations. It couldn't be any easier to get even more from your Vonage service and we couldn't be happier to have you as a customer".

I next called my credit card company to dispute the combined charges of $82.27. To date, the charges for Feb 12-March 18th have not been credited back to my card. My credit card company informed me that the charge for $42.99 is pending. I am disputing that as well. Vonage owes me a refund for six days in February for Feb 12-18th ($6.37), $32.91 for the Feb 18-March 18th bill, and $42.99 for the disconnection fee.

I called Vonage to cancel my service with them, and after they made all kind of offers, I told them to just cancel the service. I had this line with them for about 6 months, and I was told that there was a cancellation fee of $131.38. This is a nightmare. This stupid people get away from doing this. They also increased my payments without any notice. To anybody interested in Vonage, please reconsider another company before you stay with them. I don't recommend them at all. Send them to hell!

I am an AT&T customer. However, I downloaded the Vonage mobile application to make unlimited international calls landline to the Dominican republic. Therefore, I made every single call through the Vonage application and in the correct way. Unfortunately, AT&T is claiming that these phone calls were made via them, and Vonage doesn't want to be responsible for those calls. As a result, I incurred US $2,899.46.

They did an unauthorized debit to my bank debit card. After filing a complaint with my bank and after my bank investigated the matter over about 60 days, my bank reimbursed the $127.00 that Vonage tried to screw me out of. My bank reimbursed the $127.00 that Vonage tried to rob from me after they did an unauthorized debit on my bank debit card. Nothing but thieves!

Read your article about VOIP. I have a Vonage phone service ever since it came out. I have Comcast for my internet connection and maybe that's why I have never had any trouble with Vonage. They have few services that even the regular bells don't have. The one I use is on my phone now, you must not block your phone number or the phone call will not go through. This stops many, if not all garbage calls. Secondly, I can go online and scroll back up to a year if needed to see who I called and who called me. The regular bells would take forever to send it out to you, and oh yeah, this costs you money and is already tacked on your bill.

Did you also know that with the regular phone lines of telephone companies, that you always one month in advance on your basic bill? These companies are sitting on millions, if not billions of your money, drawing upon it, using it interest free. When I jettisoned SBC, they had to pay me almost a month in cash. So don't be too hard on the VOIP's. I love my Vonage, and would never go back to a phone line company ever!

My complaint is about Vonage's telephone service! Has anyone had any experience with them? Because they did not offer 911 and I was made aware of this after I signed up, I never installed the phone. However, I have been billed for the last 15 months. I called them to cancel my services today but they want to charge a disconnection fee of $42.59 and want to charge me a lesser amount monthly until 24 months are fulfilled--although anyone signing up today is committed to one year. What a mistake I made.

The service never works properly. I have spent many hours on the phone with them to try to resolve the issue. The customer service reps, located outside of the US, read from a script so if you tell them something that they can't translate from the script, they don't know what you are talking about. Tech support fixes my issue sometimes, but then it happens again. Oh, they offer to call back and do call, but who wants to be on the phone for hours trying to figure out a problem with a telephone? I am switching back to AT&T and am concerned because I've read about the nightmare of trying to cancel the service and don't want to go through that.

The experiences I have read on this page have resonated with my own anger and dismay with Vonage. I had a friend who came home to find his five year old daughter jumping off the roof of their home. When you think of all the things that you need to tell your five year old daughter, not to jump off the roof is not on the list. This is the best frame for my story about business with Vonage.

I purchased the service as a business contact vehicle to control long distance charge and whimsy charges that the state has allowed AT&T to levy upon its customers. Of course Vonage knows that they don't have their act together so the ground of the relationship is a two year contract. I never dreamed that I would need to ask if the telephone number I was issued was discrete but, I should have. I discovered fairly quickly that there was an auto dealer in Savannah Georgia and an animal grooming service in South Carolina with the same telephone number. I can't describe the confusion that this brought to my business.

Calls were lost; Messages were left at various places around two states because the animal grooming service was a mobile operation which relied upon call forwarding. I had cards, letterhead, and a website with the number as the way to contact me and I was bewildered and amazed that a telephone company would issue the same number to three (or more) different parties. I called Vonage as soon as I realized what was happening and began the level climbing to someone in the company that could grasp the fact that three businesses with the same telephone number was less than operationally ideal.

Of course everyone was sorry but no one seemed to have the power to correct the problem. I finally opted to scrap my business set up with that number in exchange for a new telephone number without any consideration for Vonage to wasted time and money spent advertising my business using the first contact number.

This time around, I made very certain that the customer service rep understood that none of this arrangement could work for me unless I was the only entity with the Vonage issued telephone number. I was assured that she understood and so I accepted the new number with the hope that the original fault was an anomaly, a fluke that could only be replicated as a direct result of the passion and desire to do it again. Of course it was already established and understood by all that would be absolutely unacceptable.

Well, you guessed it, it happened again. I'd been around the dance floor with my "partner" Vonage and the tops of my feet hurt so I let them know that I wanted to end the relationship. When the rep finally called me back, she wouldn't accept no for an answer! I said it politely then directly, and finally loudly and then I asked for her supervisor. She resisted passing me onto the supervisor and refused to accept my cancellation. This woman was trained to not accept a cancellation! When I did get the supervisor, I was told that cancellation would result in penalties because I terminated the two year contract. My defense was simple.

My bill should be divided amongst every party that had the Vonage issued telephone number! None of the parties should be liable for the entire bill (of 23 months of service) because we all shared the number. Vonage collected all of the monthly charges from each of us but none of us had a service that was ours alone. Since this happened to me, I found that there are other people who have had the same experience. Vonage is getting away with this because there has been no way to hold them accountable. There is an attorney out there somewhere who would do well to look into a Class Action Suit to recoup charges for services not provided by Vonage. You know where to reach me if you need my records and deposition. Believe me, there are many more who have been scammed by Vonage in this way.

I just cancelled Vonage service after 1 year with Vonage. Vonage charged me $39.99 as so-called "Disconnect Charge" fee. But when I signed up with Vonage a year ago, no one mentioned to me the disconnect fee or whatever 1 year or 2 year contract term. I was told I can discontinue the service whenever I want. When I called to cancel, they mentioned that I agreed to a 2 year contract when I signed up. This is no right way to do business. I want to have my money back.

I signed up for phone service in 11/2009, however, I was not aware of the consequences. A month after I signed up, I began having problems with my internet connection, resulting in downtime and frustration. When I called to report the problem, they offered me one month of free service, but failed to inform that by doing so, the 30 day money back warranty would expired by then. Since then, I have gone back and forth with different people via email.

I have alerted my bank and explained the situation to them, but Vonage alleges that my time for any money back has expired, and should I decide to cancel the service, a $110.00 will be deducted from my checking account, due to early termination. But get a load of this, I no longer have the device connected to my internet modem. In other words, I am paying for a service I no longer have. This is not legal in any country. Why are these people getting away with this type of business practice. No internet connectivity and/or downtime. I am on auto-pay for a service I no longer have. I wasted hours with my internet provider, only to find out that the Vonage device is the root of the problem.

Within two weeks of service, I decided to go back to AT&T. The reason being that when someone called me, I would lose them (service). This happened several times. When I tried to cancel, I got all kind of excuses from them about going back to AT&T. I had to go through all kinds of trouble of calling AT&T to make sure I got my number back and I had to call some company that works with Vonage to try to get my number transferred back to AT&T. I kept getting the runaround so that by the time I finally got this matter taken care of myself, I was charge a fee for breaking the contract in addition to other fees.

If you cancelled in the first 30 days you were suppose to get your money back. I have all of my paperwork, copies of email, copy of my check payments in my Quicken records printed out. I will be glad to furnish whatever needed to get my money refunded to me. I think for all of the hours work of trying to get this resolved of sitting on the phone and having to do their job for them that they ought to pay me for the 30 to 40 hours of time I spent to no avail. I hope an attorney will contact me if it would help me and others that have had similar problems.

We are having problems getting Vonage to close our account. They contacted us for a new CC# as the old one was cancelled due to fraud. To access our account, they claimed to need: the original CC# and exp date (that's nine years ago and we no longer have it); the "name" of our rate plan (the amount was $14.95 with limited minutes... but the name?). They asked me to spell my first and last name but don't ask the billing address. I was on the phone with three different people at Vonage this morning and no one would cancel the account. I emailed them again stating that I would disconnect the number in 24 hours and after that they could only contact me through email. The say they won't send a final bill and they have no way to charge us.

I opened an account on February 07, 2009. I attempted to cancel on February 07, 2010. Customer service told me that a $79 fee would be charged if I canceled before one year. I asked them to put the cancellation in for February 10, three days hence. They told me I would have to call back in three days. I went back to my account and verified by their own records that the account was created and I was billed February 07, 2010. I called back and explained, I was told that the billing cycle is for February 10, and there was nothing they could do about it.

I have had all the same problems with Vonage that everyone else has had. You have to realize that the customer service department you are dealing with is a Vonage-contracted company. The company is VXI, they are not in the US at all. You are calling the Philippines, India, or some other country. There are open settlements in 32 states over cancellation practices. Contact your states attorney for information. They tried the whole "terms of use" thing on me also. They try to overwhelm you with 10 pages of legal terms, etc. You can beat them with their own game.

I was having some serious problems with their service. They wanted me to troubleshoot my system for them while they were on the phone. There is nothing in their terms of service that require me to troubleshoot the equipment. Therefore, since I was paid for the month and they provided no service, they were in violation of their own terms of service. By being in this violation, they voluntarily terminated my service and were not qualified to charge me a termination fee.

They also had to reimburse me for the current month's service. I recommend everyone to use their "terms of service" against them and to take advantage of all legal actions open against Vonage and their corporate partners. This unscrupulous company does not deserve to be in business. I know it is hard to believe. After all this, they made an unauthorized change to an email that never should have changed. I emailed and called to have it changed back. When it was terminated, the account, they sent my confirmation email with all my identifiable information to this incorrect email. Can anyone say ID theft? I guess I shouldn't be that angry, though. They did say they were sorry! That is the one thing this otherwise worthless company is good at, apologies.

When shopping for a home phone provider last year, we selected Vonage due to its inexpensive 1-year agreement and service options. Our contract started in February 3rd, 2009. I called in January to schedule my cancellation for February 3, 2010. It was at that point I was told that I would incur a cancellation fee if I tried canceling before the contract end date. So today, I called customer service and attempted to cancel my account. The new CSR told me that part of my terms of agreement (TOA) were to have a 2-year contract before they would waive a cancellation fee. The TOA provided to us upon signing up a year ago were provided in a link on their website.

The information on the TOA has since changed, so they cannot provide us with the original TOA. We knew we didn't want a 2-year contract for our home phone, so we made sure not to sign up for any company that required it. After pleading with the CSR, we were transferred to her supervisor. They are charging us a total of $42.99 for being a good customer and waiting 12 months to cancel our plan. Their current TOA lists dates and contract lengths that change throughout the contract period: "Disconnection Fee (Does Not Apply to Business Plus Customers). You will be charged a disconnection fee of $39.99 per voice line if your service is disconnected, subject to state and local laws. The disconnection fee is not charged if your service is disconnected during an applicable Money Back Guarantee period."

In addition, the disconnection fee may be waived according to the following: (1) If your subscription date is on or before January 31, 2007 and your service is disconnected after 1 year following your subscription date, the disconnection fee is waived; or (2) If your subscription date is on or between February 1, 2007 and before May 29, 2009, and your service is disconnected after 2 years following your subscription date, the disconnection fee is waived; or (3) If your subscription date is on or after May 29, 2009, and your service is disconnected after 1 year following your subscription date, the disconnection fee is waived.

We currently fall under point no. 2. I can assure you that it's listed in the TOA, 1-year contract for the date we signed up at the time we signed up. I've seen several complaints exactly like ours from other Vonage users on the Internet, and I think they are adjusting the time period to get the most fees out of people. Unlike cell phone carriers, Vonage was not clear in their account activation email about how long our contract actually was. We presumed 1 year and the email didn't dispute it. We were charged $42.99 with an automatic debit from our bank account.

Many of complaints about Vonage may or may not be true, but my experience for the last 5 years is I never had a problem with them. Great customer service, great sound quality and you all probably think I either work for them or they paid me to write this, which is not true at all. If a company is bad, I'll rate them that way. Although the one thing I did not like about Vonage is they advertise $24.99 for unlimited, but your bill is $36, by the time it's all said and done.

Because of this, I switched to another broadband phone company just last week called Phone Power. I've had them about a week or so now and I get the same unlimited service and same great quality and technical support, and my monthly service is only $19 total, taxes included. So, I'm saving about $17 month. I don't work for them either. I became unemployed about 7 months back so I'm cutting cost!

I have had Vonage for about three years now. The price is great but the service itself sucks and there is no real customer service if you call them. But unfortunately, I am stuck with the service because I make a lot of calls to Ireland and to the UK and they are the cheapest available. My problem is that the service goes out a lot when in the middle of calls and I have to go and reboot the entire computer system to get the phone back. Since I make a lot of calls to Europe I believe that Vonage is disrupting the phone line on purpose to get me off or hopefully to go away forever. But until some other inexpensive service becomes available, I have to deal with it. I would just advise any one else not to purchase their service.

I ordered Vonage service on December 31st for the 30-day trial. I was told that if I was not happy with the service, all I would have to do was return the equipment at my own expense and I would not be liable for any other fees. I received my equipment in a few days. I was not satisfied with the service. My phone calls were being dropped and the reception was poor, and Vonage was unsuccessful in porting my landline number. My Verizon phone service got turned off without them porting my number due to their negligence. When I called about this, I was routed to another country with a horrible connection where I could barely hear the representative on the other end.

After much grief and aggravation, I decided to cancel my service before the trial was over so I would not go into contract. I cancelled my service on 1/25/2010. I received a cancellation confirmation through my email, but still no return authorization number. I have called them 4 times and they keep telling me that I should receive it in my email. It has been 24 hours and I still have not received the Return Authorization number. I need this number so they can credit my account and not charge me for their equipment. They keep giving me the runaround.

I was promised that I would be able to use my fax machine with the Vonage network. After numerous calls and numerous faxes, I am still unable to use my fax and they try to get me to purchase a dedicated fax line. I have to go to a printing store and pay for my faxes.

I tried to stop service with this company several times without success. (After several e-mail and phone calls to the company, finally, I had a manager, who told me that they have me under contract which I never signed that I agreed to the service for two years.) Finally, I stopped using the service only to find out that they decided to turn me over to a collection agent due to non-payment for a service I stopped using three months ago. These people are shady!

After subscribing to Vonage for 2 years, I discontinued my service because my wife died and I had to close my business. After getting back on my feet, I restarted Vonage service, Nov. 2009, only to become unemployed once again in Jan. 2010. So I discontinued my Vonage service only to get hit with a $141.00 bill.

I am very unhappy with Vonage and strongly recommend that anyone considering Vonage - not to! They are unethical, unprofessional, unsympathetic and greedy! I am unemployed since January 2010, and can't afford Vonage service and can't afford the $141.00 disconnect charges.

I was a customer for four years. Vonage sound quality was consistently poor. In December 2009, they sent me a new interface box free of charge, no conditions mentioned. No improvement realized. I decided to cancel my service and go with another carrier. Vonage charged me $106 for the box. I canceled Jan 14, 2010. I offered to return the box at my expense. They refused. Their deceptive practices need to be challenged by the U.S. attorney General. I will never recommend Vonage to anyone. I will be glad to be part of a class action lawsuit. Businesses go under one customer at a time. Vonage is on its way out.

I called to disconnect my service to save money. I spoke with a representative and she first tried to sell me another program then she proceeded to charge me a fee to disconnect of $42.69. I told her that I did not authorized this fee. She pressed my bank anyway.

My blood pressure went very high and I am very stressed.

I had Vonage phone and fax service for a few years. The fax service was a nighmare and a class action suite was brought against them for it. I kept my home phone number with Vonage and paid monthly. The second year with them they said I could save some money by paying for the year up front, so I did. I decided I did not want Vonage the next year as I was going to try and cut some costs. I had lost the credit card that Vonage had originaly billed me for the full year on. That card was canceled and a new one was issued.

In feb of 20009 Vonage billed my new card while I was out of the country for another year. When I came home and noticed the bill I called to tell them to remove the charge. The gentlman on the other end asked if I would give it some thought before canceling since I just walked in the door and all. I told I would and get back to them. I called back with in 10 days trying to cancel and was bounced around and eventualy cut off.

After finaly getting someone to cancel my # I was told I fell with in the time frame of 60 days and that the # was canceled and I would be transferred to accounting to get my refund. Once I was transferred I was told by that person that I would be getting no money back as I was beyond 45 days. I explained that I was told otherwise and that it was 60 days. I protested and was told Vonage would be keeping my $315.00. To say the least I was furious. Not only had I lost the # I have had for 8 years but I was out $315.00. I can not understand why a class action suit is not once again brought aginst Vonage.

I called Vonage to cancel my service after 1 yr and 8 months. They tried to offer me multiple different plans to stay but I kept refusing. She then told me that she was going to look to see if there were any fees for canceling, and she came back and told me there were none because I had been a customer for a long period. She then tried to sell me on another plan. After I refused that, she told me again that she was going to see if there were any fees, and this time she came back and told we that there was a $39.95 fee for canceling early. She even told me that people before May 2007 had two year agreements and 1 year after, but still argued that I had a two year agreement even though I signed up in 2008. My agreement was for 1 year. They even told me that I prepaid until Jan 14th but that I will not get a credit or refunded the amount because they apply it to future bills. They stretched the call out over many holds to over 31 minutes.

I just disconnected my Vonage Service after 18 months and they are trying to charge me a 39.99 disconnection fee which was not part of the terms I agreed to when I first signed up for the service through Vonage. The sales rep told me there would be no disconnection fee after 12 months/1 yr service.

I cancelled my Vonage phone service on August 17, 2009 after two years as a customer. During the process of canceling, the sales person tried several ploys to try to retain my business, all of which I refused. After being assured that the service was being cancelled as requested, the sales person said that I would receive an extra month's service at no charge for having been a good customer. I told him I would not use it, but that would be okay. Now I have come to find out that the service was not, in fact, cancelled and I have been charged for four extra months of Vonage service. After three levels of complaint with Vonage customer "service" people today, the best I could do was get one month's service refunded. This is clearly a blantantly deceptive and totally dishonest sales practice on Vonage's part and I have filed a formal complaint with the FCC.

Today (12/22/09) I looked at my Bank Account and Vonage had gone back in and taken $80.00 from my account causing my account to go into overdraft. Joy's (Vonage Rep) explanation was that anytime a customer makes over 75.00 worth of International calls that Vonage has the right to draft a customer's account. And that is stated no where in Vonage's Contract or in their fine print. PLEASE SOMEONE STOP THESE PEOPLE AND THEIR UNFAIR PRACTICES. We as customers do not deserve this kind of treatment. There are almost a 1000 complaints against Vonage. Why hasn't something been done?

I signed up with Vonage on December 17, 2008. It took a week to get the equipment and from the very beginning, I had been having problems with the service. It slowed down the internet connection, the phone would randomly cut off for no reason in the middle of a conversation, couldn't use X-box live anymore which was already paid for, etc. Also when I would make an outgoing call, the caller ID on the other end would display 'Vonage holding center' instead of my name. I tried cancelling the service several times in the first couple weeks but everytime I called, they would transfer me to tech support and I would have long conversations with them to get the issues resolved. The issues were never fully resolved so I called to cancel the service once I received a charge on my checking account on January 17, 2009. Which by the way they didn't tell me that my checking account would be automatically charged every month and that I would not get a paper bill or any notification of a deduction coming from my account. It was on a Saturday and they said I would have to call back Monday to speak with the Account Management department so I could cancel my account and get a full refund.

I called on Monday and they said that there was no record of me calling on Saturday afternoon to cancel my account and that they showed I called on Sunday, which was 2 days after the 30-day cancellation period. After dealing with nasty uncooperative customer service reps, come to find out, the person who I spoke with on Saturday afternoon was in a country where it was Sunday in their time zone. They refused to issue me a refund and threatened to charge me for the equipment I was no longer using if I cancelled my account. They said since it had been past 30 days since I placed the order, even though I only had the equipment for 3 weeks since I waited a week for shipping, they wouldn't allow me to return the equipment to them which was already used equipment when they sent it to me.

I immediatly switched to AT&T and was still getting charges monthly from Vonage even though there was no phone activity on my account. I was then told that I could call on December 16, 2009 to cancel the service and I would not be charged for equipment since it has been a year. I called customer service on December 15, 2009 to try to cancel and they said I would have to pay the equipment fee if I cancelled. I told them I would just call back the next day so that I can cancel my service without having to pay the equipment fee. The phone got disconnected and the customer service rep cancelled my account and charged me $128 directly out of my checking accout for cancelling, even though they were not authorized to do so.

Once I realized the charges on my account, I called Vonage back the same day and they showed in the notes that I called and that the phone got disconnected during our conversation. They show that the account was cancelled after the phone being disconnected but said there was nothing they could do because my account with them is already disconnected and the account management department was closed for the night. Even though they finally acknowledged that they were in the wrong, the still were unwilling to cooperate and refused to issue me a credit unless I returned the equipment back to them and gave them a tracking number. Yeah and this is the same equipment they refused to take a year ago when I tried cancelling my account before and now they want to take it back after they charge me for it. Go figure. In the past year, I have been charged $301.26 for phone services I have not used and they even show in my account that there has been no activity on my account for several months.

My advice to anyone is to NOT sign up with Vonage in the first place. This has been a year of misery, headache, high blood pressure, time, effort, and energy taken from me and the issue still is not resolved. Then of course it doesn't surprise me that they don't have a legal department. They don't have an address that I can write to. There is no management I can talk to unless I want to cancel my account, which has already been done without my final approval so they are unwilling to talk to me. The only way to send a complaint through them is via email and once the email gets sent, only the first few sentences get sent and they respond back with something that had nothing to do with my inquiry. I'm hoping that once I send the equipment back, that they'll finally credit me for the year that I haven't used the equipment and that they still charged me for.

I was told by two operators at their toll free phone number that I could cancel the year service that I already paid for and get a partial payment back. So I started another phone service and called back to stop my Vonage service. Then I was told by management that I could stop my service but not get my half year unused service back.

I've been a vonage customer for 2 years without complaint. I was planning a move and intended to get a phone plan bundled with cable and internet. I called vonage to cancel my account approx 12/1/09, jumped through all the hoops and waited to talk to "customer service".

I wanted my account cancelled in a week but was advised they could only do it "real time", so immediately, or call back next week. The rep said in order to give me more time to make my decision, they'd pay for my December service and I would have until Jan 15 to decide to cancel or continue. Unfortunatley, I said OK. Then, of course, they took the December payment out of my bank account.

I called 12/15/09 and they said there was no record of my previous conversation, and no way to credit back the money they had taken. I immediately cancelled. Learn from my mistake and stay away from the scam artists - Vonage. About $38.

The charges were for fax which never worked to send fax due to poor band width of vonage.My Internet provide cheked their band width 3 times and all was ok,they said error was Vonage poor line connection services.

Sir, there is a lot of descripances with Vonage Billing System.They do not submit monthly bill to me by mail like other utility companies do.I have requested Vonage not to deduct my money electronicaly except for the first initial set up account in March 14,2009.I clearlly insisted for monthly bill statement.

I there fore demand my money back and let the Vonage know that they cannot keep changing my telephone number to musk their billing errors.I have all details of the trans actions locked in my sysytem.

Error in billing, overcharged for services I never used (fax services do not function) false re credit to my account reported to my bank account recharged. Poor telephone communication with none English speakers when I dial customer service number. Calls get rerouted to different customer care agents in different location worldwide. Poor device unable to receive calls clear. False redirecting calls to different numbers and wrong IP and MAC addresses not matching the assigned device. Monthly billing cycle in August 2009 were charged 4 times despite my bill cycle stars 14th of each month. September charged 4 times, October charged 2 times, November charged 5 times. Three fax numbers attached to my line which I do not can send faxes or receive faxes/

I tried to communicate with different individuals who gave me the run-around. Vonage billed Discover Card from March 2008 until November 2009.

Vonage took money from my account. I didn't agree/autorized,$128.62. I did talk with them over the phone for over 45 minutes and explains all things. It is against my will.They can not take any money from my account.

Up until the Oct 5 bill, the standard extra fees and charges were 1)Regulatory and Compliance Fee ($2.98), 2)Emergency 911 Fee ($2.98), 3)Federal Program Fee ($3.28), 4)Sales Tax ($2.67 +/-), 5)State 911 Fee ($0.38) and 6)County 911 Fee ($0.34).

Beginning on the Oct 5 bill, there were new charges, a County Operational Fee ($3.70) and a a County Null ($0.34)
Initially, I thought that this was just a computational error and called to alert them and asked for a correction.
The rep tried to explain that this was a normal fee, but when I suggested they look at past bills, they realized the difference and said that they would "escalate" this problem and I would hear from someone within 3-5 days.

When this didn't happen, I called back, reexplained the problem. They had no record of my first call. They too said the problem would be "escalated".

At this point, I thought I would add an email that might reach the correct party sooner. I received a very generic response regarding 911 fees that didn't even address my question.
I decided to do some investigation on my own. I was able to contact and speak directly to the 911 Director of Livingston County, Mr.Donald A who can be contacted by his permission at 517-540-7682. We spoke at length regarding the charges. His explanation of these charges are as follows:

The Emergency 911 Fee the county charges vonage is $1.85 per month per voice line (does not apply to fax)which went into effect on July 2008. Carriers are allowed to charge a nominal svc charge of their own for collecting this fee. Vonage charges me $1.98 per line for this. (except for Aug, Sep and Oct of 2008 when I started being charged $2.98.)

The County 911 fee is put into a pool of monies and distributed by county population and is used to train dispatchers. This fee runs between $0.34 and $0.36 per month.
The State 911 Fee is collected and used by the phone companies for 911 system maintenance.This fee is $0.38 per month.
As for the "County Operational Fee", Mr. A stated that there is no such fee and they do not require this fee from any carriers.He also said there is not any new bill or law that has been passed requiring this payment to the county.
With each email sent, I received a confirmation email that this issue was being looked into. These emails were sent on 10/21/09, 10/28/09 and 11/03/09.
On 11/04/09 I received an email that my "issue was escalated to our management team for review. Once we receive an update on this we will inform you via email."
My 11/05/09 bill again had these same charges.

I received a phone call from Vonage (I believe was on 11/15). The young lady initially tried to explain the "county 911" and county operational fees haven't changed. Again, I had her refer to my past bills, comparing the fees, as well as telling her of my conversation with the 911 Director, she realized that there was "an issue" and it would be passed on to "some invisible person" because she didn't know where it would be going once she "escalates" it.

On 11/18/09, I wrote 2 emails. The first asking what the status of this issue would be. I again received the standard "we have received your email". This time it was assigned a new "ticket number". I wrote back, letting them know that it already had a ticket number assigned and asked what the status was.

The response to this inquiry was, "your issue is still being review by our management team. As soon as they find the resolution they will contact you. Unfortunately, I do not have a have time frame on this. I apologize for any inconvenience this may cause you.
I thank you for your patience and understanding with this matter.Sincerely, Debo Vonage Customer Care".

On 11/26/09, I wrote once again, stating that I have not received a resolution to this issue. I received this response. "It can be upsetting, when your issue did not get resolved. Please let me explain.

I apologize for any inconvenience caused to you.

I appreciate your patience in this issue. I see that your issue is still being review by our management team. As soon as they find the resolution they will contact you through the ticket #23838008. Unfortunately, I do not have a exact time frame on this." This came from Pavi in Vonage Customer Care.

It took me no more than an hour to find and receive a return call from the 911 Director on this issue. Certainly Vonage has someone who would be able to research this issue as quickly as I have. I think that I am being charged for something that legally should not be charged. In addition, if I am being charged this fee, how many other Vonage customers are as well. Not only should I be reimbursed, but if there are others, they too should be refunded.

phone and internet service was always down and vonage would not let me out of my contract. it caused me to miss a lot of business calls.

I became very upset with the way Vonage insisted I sign up, after I explianed to several Vonage reps. the internet line was only internet. I was sick about the missing monies, Vonage will not refund. I had to lay down after each encounter with Vonage customer service reps.

I recently subscribed to Vonage. While subscribing to vonage I asked Vonage representative if all my phones are on Vonage and I was told that all my phone lines are on Vonage. I started making calls only to find out that only phone connected to Vonage adapter was on Vonage. I got a huge bill for calls I made from other phone lines in my house.

THIS IS A CLEAR CHEATING ON VONAGE's PART. I ASKED FOR VONAGE TO MEDIATE WITH AT&T about the phone charges and they plainly refused. If I want to go back to AT&T I will have to shell out few hundered dollars again as I have changed my existing DSL line to Dry loop on Vonage's recommendations.

PLEASE BE AWARE. VONAGE CONNECTIONS ARE NOT AS SIMPLE AS THEY MAKE YOU BELIEVE. I also had to go through many router and upload speed related problems which I never had when I was with AT&T. Please be careful to not to fall in trap of saving few bucks on International calls. Spent at least 100-120 hours of my time. Had to pay to AT&T $1000 for phone calls I made thinking that I am on Vonage.

Sometimes in 2008 if I remember correctly I have vonage and it has never worked right for me . I have called on many occasions to have the problem fixed and nothing has worked. Finally I have been told that I need a telephone line. I have returned the device but they messed up my credit.

Last year we purchased a full year of vonage services. About this time last year they attempted to charge more money from our account. When questioned they stated that the local 911 tax went up and they had to charge us more. The local 911 tax had not gone up. When we signed up this year we talked to them about this issue and were assured that it wouldn't happen again. This year, the same scam happened. They tried to charge more from our account and when questioned they stated the local 911 tax had gone up. We had an agreement with vonage for one year of service for a price then part way through the year they try to charge more.

Vonage claims they will help you change over your current phone line to the Vonage account so that you can keep your number. I signed all the paperwork and I did everything Vonage asked me to do, but this never happened. I called Vonage numerous times to follow up but it seemed like they were perfectly happy with me paying two bills because they always reminded me that I can keep two phone lines.

Meanwhile, the Vonage phone number they gave me was a recycled number so I was getting endless voicemails that were not mine and over the phone solicitations. They charged me $180 to disconnect my line and also would not accept the equipment that I bought from them.

I have vonage and it has never worked right. i have called on many occasions to have the problem fixed and nothing has worked. i have also submitted a doctors letter to vonage about my husband being blind, we are suppose to get so many free 411 calls per month. i have faxed them this 4 times and they claim they still have not recieved the fax, they have given me at least 6 different fax numbers to fax it too. they are still trying to charge me for the calls. i am going to cancel them the phone breaks up on any call incomming or outgoing, any time of the day or night, you cant have a conversation the breakage is so bad

About a month later I found that I was being charged approximately $30.00 a month. I contacted Vonage. They were completely unresponsive. This is the reason I am contacting you. I want my money back or I want no fees to cancel the service.

Vonage switch my service with Bellsouth and while under Vonage I wouldn't recvd a dial tone nor able to make any call from my house for at lease a month and they continue to retrive money out of my checking acct. They said my contract was for 6 months and I told them but I was not able to rcvd and service doing these times. I switch back to Bellsouth and these people continue to deduction money from my acct. I was very displease with them I am so glad someone took action on this company...

I agreed to a 1 year contract when I signed up for Vonage phone service. Two weeks after the year was up I called Vonage to cancel my service. I was told that I had indeed completed my 1 year contract obligation but there would be a fee for disconnecting my service and another fee because I also had a three year contract. I was never told about a three year contract on top of the one year contract and told the Vonage representative that I felt this was dishonest, in fact unethical business practice.

I told the rep that I would not pay the amount in question because I had just paid a one month bill for 30 days and had only had the phone for a week since that payment. I felt they owed me money. The next day Vonage charged over $50 to my bank check card without my permission. If you go to consumeraffairs you will find 124 pages of similar complaints from consumers. How can a company continue to operate with this kind of record? It appears that under the previous Republican administrations American consumers have lost all rights to be treated fairly. We have no representation while business prospers by operating in a manner that increases their profitability but hangs the consumer out to dry.

In end 2008 I'm not sure what month I signed up for the Vonage service and was assured that it would be easy to hook up thier phone service to my residence. When that did not occur I contacted the company and was on the phone for hours with the representative trying to trouble shoot the service from thier end. Afterwards Vonage sent a phone technician to come to my residence, unfortunately he was still unable to hook up the service and put the blame on my internet hook up and suggested that I contact Verizon. I contacted Verizon and thier representative came out and assured that my internet hookup was not the problem that Vonage system was not compatiable with thier system. I contacted Vonage within my thirty day period to cancel. Vonage again assured me they have plenty of customers with Veriozon internet service and was using thier phone service so again they troubleshooted from thier end and it still did not work. Vonage rep than suggested they would send someone out again so that i would not cancel.

I was strung along for one day past the thirty day cancellation period when the Vonage rep came out he still could not hook up the service. The next day I contacted them again and at this point furious with the run around i had been receiving form the company and informed them that the service did not work with Verizon internet service and requested to cancel again. I was then charged $160.00 cancellation fee for a service I had never received and did request to cancel before the thirty day period. I contacted thier customer service on several occasions disputing the cancellation fee and was given the run around and never received back my money. I feel that although they knew I requested to cancel within the tirty day period I was strung along in order for them to justify charging me the $160.00 for cancelling. Vonage is a very deceitful company so anyone who plans to consider getting thier service be careful because you will get taken just as I did and plenty of others. Thank you

I called Vonage and they told me I didn't cancel it. I pointed out that we had not made a single call in months but they said that proves nothing. I submitted a complaint to the BBC to which Vonage replied that our claim was false and they owed us nothing, end of story. Total lost ~162.00