Vonage

Johti of Sayville, NY February 7, 2010

opened acct on Feb 07, 2009. Attempted to cancel on Feb 07, 2010. Customer service told me that a 79 fee would be charged if I cancelled before one year. I asked them to put the cancellation in for Feb 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 Feb 07, 2010. I called back and explained, I was told that the billing cycle is for Feb 10, and their was nothing they could do about it.

Craig of Austin, IN February 7, 2010

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 Phillipenes, India, or some other country. There are open settlements in 32 states over cancellation practices. Contact your states attorney for info. 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 I was on 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 o reimburse me for the current months service. I reccommend eeryone use their terms of service against them and to take advantage of all legal actions open against Vonage and their corperate partners. This unscrupulous company does not deserve to be in buisness. I know it is hard to believe after all this they made an unauthorized change to an email that never should have changed. Emailed and called to have it changed back. When terminated account they sent my confimation 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 tey were sorry! That is the one thing this otherwise worthless company is good at, apologies.

Ryan of Pingree Grove, IL February 3, 2010

When shopping for a home phone provider last year, we selected Vonage due to it's inexpensive 1 year agreement and service options. Our contract started 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 cancelling 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 sinse changed, so they can not 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. Please see below: 8.7 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 #2. I can assure you that it 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.

james of talbott, TN January 30, 2010

Many of complaints about Vonage may or may not be true but my exp 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 its all said and done. Because of this I switched to another broadband phone company just last week called PhonePower. I've had them about a week or so now and I get the same unlimited service and same great quality and tech 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 costs!

Thomas of Gloucester City, NJ January 29, 2010

I have had Vonage for about three years now. The price is great but the sevice itself sucks and 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 belive 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 elese not to purchase their service.

Nina of Cliffside Park, NJ January 26, 2010

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 land line 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's 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 run around.

Sandra of Murfreesboro, TN January 24, 2010

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 unble 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.

Marc of Virginia Beach, VA January 18, 2010

Tried to stop service with this company several time w/o success (after several e-mail and phone calls to the company finally 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!

Wayne of North Las Vegas, NV January 14, 2010

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 umemployed 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 reccommend that anyone considering Vonage - NOT TO! THEY ARE UNETHICAL, UNPROFESSIONAL, UNSIMPATHETIC AND GREEDY! UNEMPLOYED, JAN. 2010, CAN'T AFFORD VONAGE SERVICE AND CAN'T AFFORD THE 141.00 DISCONNECT CHARGES

Tony of Miramar Beach, FL January 14, 2010

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.

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