Vonage states that if anything happens to your internet or computer and the service is down, the calls will be forwarded to an alternate phone number. My cell phone was my alternate. This system actually did work, but...when we needed it most, it failed! My husband had a severe allergic reaction to medication and we called his doctor and could not understand why he was not returning the call. Finally, after 2 hours, the doctor got through and told us he was getting a recording saying our phone was disconnected(which it was not) and the calls were NEVER FORWARDED TO my cell phone! I immediately contacted Vonage and wanted to know why their service failed. I got a tech, who could not answer me and hung up on me! We had our local cable company install a land line and I cancelled our service with Vonage. Their customer service is a joke, as they charged us for a whole month's service, when we only used it for 2 days of that month. They told me they do not pro-rate and that we would also be responsible for cancellation fee of $39.95, plus the rebate charge. I pursued this and got someone in a higher level and he agreed to refund the month's charge, but said we would still have to pay the cancellation fee. I had no problem paying the rebate fee, but I contacted my bank to dispute the cancellation fee, as I would have NEVER cancelled the service, but due to Vonage's failure to provide the service they stated, I did not feel I should pay that charge. That was a few month's back. So far, my bank has credited me back the cancellation charge, but once they review everything, I still may have that charge put back on my account. But, as far as I am concerned, any aggravation I can cause Vonage, makes me happy, as they caused me a great deal of stress, in a medical emergency, due to their failure!!! This company is nothing but a scam.

For years I've heard complaints about that mickey mouse company. On June 4, 2011, I rec'd a wonderful offer in the mail, so wonderful that I got suspicious so I decided to check with this Board and sure enough, my instinct served me well. My advice to all of you is to: 1) Report them to the BBB in your area, you can file the complaint online. 2) Report them to the FCC. 3) Talk to an attorney, or check with Legal Aid in your city. 4) Sue them in Small Claims in your city, it's easy, you can get all the info. online. 5) Save all correspondence, bills, cancelled checks, etc. you will need them as proof when you take them to court. 6) Don't be intimidated by Vonage or anyone else. Small Claims are there to protect us, the little people. They are informal, quick, and to the point. 6) Don't forget to include the filing fee and the process server, the certified, return receipt requested cost in your Complaint so that you get all your money back. I bet that Vonage will not show up anyway.

Last month I received my Vonage bill and it had increased from $20 to $36 so I called customer service to cancel. Now Vonage bills in advance so when I called, I figured that day would be the end. Nope. They refused to let me cancel! I told them 3 times to cancel then spoke to a manager and they "refused" to cancel the account. I called my cc company anf filed a complaint, then had the cc company issue me a new card number. Sure enough today I got an email saying they were trying to bill me but were unable to charge my account! Again I called, again I spoke to a manager who said they would now cancel my account (they couldn't get the money anyway because they did not have my new cc number). They refused to refund last month's charge saying they "did not have enough time to advise me about cancelling!!!) THIS COMPANY IS A FRAUD!!!

My vonage account was disconnected without my consent, and vonage is not doing anything to help me with this situation

I had to disconnect my new connection after 5 days because of the unreliable billing charges. They charged me $150 overages and charged my card for numbers that I dialed incorrectly and never made a connection though. The explanation they give is international calls start getting charged as soon as I dial them not when the call is connected. And also that call is kept active till the connection is made even if I disconnect. When I contacted them about the charges they said they can reimburse only half because policy prohibits them. I was so disappointed with the customer service explanation for the wrong charges that I canceled the service. The result 5 day stint with the company and I am out $174 ($24 (up from $14.99 that they advertise) + $150 for calls I never made). I did not care that I could have kept the service another 25 days because I paid for 1 month. I cannot be with a company whose billing service is not reliable to keep track of the calls and whose customer service keeps giving wrong explanation. The words "I am sorry for the wrong information the other agent gave you" were repeated atleast 5 times and I talked to 3 different agent/supervisors.