Don't get sucked into using Vonage. I have had Vonage for about 2 years now and I'm disgusted. My calls rarely go through; I constantly get busy signals for the numbers I'm trying to call. Then if I call the same number on my cell phone, the call miraculously goes through. I even tried called the Vonage customer service number (very hard to find unless you Google it) and that call wouldn't go through.

I have tried to post a message on their web site to customer service but this is a very convoluted process and I was eventually kicked out of the message without it going through.

I'm switching to Comcast soon if I can keep the same phone number.

Buyer beware; don't fall for Vonage.

Deceptive Ad and Secret Surcharges by Vonage

Be aware that Vonage is deceptive in its advertisement and service charges

We were told that the monthly charge for phone services was $25.99 for the unlimited calls, including domestic, long distance and international. So, we signed up in October 2010. We were also told that we must use a credit card for payments. So we gave our credit card number.

Since then, Vonage has charged $33.59 to our credit card. I was puzzled by this higher cost than the advertized $25.99. When I called Vonage, customer specialist explained that this monthly charge included taxes and fees. So, I requested for the breakdowns of taxes and fees in my monthly charge of $33.59. Unbelievably, I was told that Vonage does not provide billing statements. Furthermore, the customer specialist refused to provide any information regarding their surcharges and other fees. .

The difference between the advertized price ($25.99) and the actual charge ($33.59) is $7.60, which supposedly includes taxes and fees. Because this amount seems too high, I did some calculations as follows:

Federal tax at 3%  0.03*25.59= $0.77
Ohio state tax at 6.75 0 .0675*25.59= $1.73
Thus, total taxes = 2.50
If you subtract these taxes from $7.60, Vonage charges $5.10 for surcharges and other fees. With local phone company, I used to pay $1.46 monthly for surcharges and other fees. Thus, Vonage charges almost $4.00 more for surcharges and fees than my previous local phone company does.

To keep unfair (perhaps illegal) surcharges and other fees secret, I now realize that Vonage have used clever tactics such as charging to credit cards and no provision of monthly statements. By the way, is the refusal to provide information about surcharges and fees legal?

Paying $4 more for these unknown, secret fees is not big deal in our monthly budget, but I am appalled by Vonage’s dishonest and deceptive business practice. I am going to switch back to my previous local carrier

Very very very disappointed with the Customer Service and Technical Service teams at Vonage. I've only been a customer for 3 weeks and they've done nothing to help me transfer my old number over to Vonage. However, if you check my Transfer Status, it says, "Please don't contact your old phone company as it will only delay the process." Meaning, Vonage is suppose to handle it - correct? Wrong. I've spent 10 hours of phone time calling them and trying to get someone that could actually help resolve the situation. Resolution: They said I could not port the number because they didn't know how. Is this America?

I spent half the time with Vonage on my celphone talking to their technicians about ways to reconnect my phone, or keep my phone from dropping words from my callers.

Then, when I changed credit cards and they were unable to charge me, they disconnected the phone. I called and got everything straightened out and got the back bills paid for, and then they had to nerve to bill me to reconnect the phone. Something I spent half the time on my celphone getting them to do.

I think they should pay my celphone charges.

What a rip off for lousy phone service.

On September 8, 2010, I ordered Vonage service. I was charged over 60 dollars on my credit card that day. I was assured in a phone followup that there was a 30 day refund, if only a partial one, and likewise refund in returning the adapter.

My wife objected and wanted the refund and to use our existing system of Comcast.

On September 10 as ordered I cancelled.

An email was received stating that my order was before September 8, and no refund at all would be granted and I could keep the adapter!

I called and asked about the 30 day refund, and it was impossible for me to find a time machine and go back one day. The response was, more or less, that the refund was "misunderstood" despite my careful checking before a commitment.

Thanks, Comcast. Ten bucks more, BUT at least I can trust your guarantee and refund policy. Comcast may have faults, but not like this! Read the below to confirm my problem:

COPY COPY COPY COPY
If your Order Date is before September 8, 2010 and you have cancelled within 30 days from your Order Date, then you are under a 30-day money back guarantee offer under which we will refund your payments, if any, for the first line only, including any paid activation fee, adapter and initial shipping charges, 1st month service charge, fees and certain taxes. Your Order Date is your sign-up date or the date we processed your first payment, whichever came later. If your Order Date is on or after September 8, 2010, there is no money back guarantee offer or refunds upon cancellation, which is further described under "Cancellation" in your order confirmation.

If applicable, our money back guarantee does not apply to any charges for international usage, payphone calls to Vonage toll free numbers and any features or services not expressly included in your monthly plan fee. In addition, we may not be able to refund all of the taxes that you paid.

To receive this refund, you must meet the following conditions:

o You must return the adapter in its original condition, at your cost
within 14 days after you receive the Return Authorization email,
which includes instructions on how to return the device.
After receipt of the Vonage device, we will apply a refund to your
payment method on file within 10 business days. If you do not
return the adapter according to the Money Back Guarantee policy,
you will be charged a Rebate Recovery Fee equal to the rebate
amount you originally received for the adapter.

If your Order Date qualifies your cancellation for the money back guarantee and you purchased your adapter from a Retailer, you can return your adapter only to that Retailer pursuant to its return policy. We do not refund the price of Vonage adapters purchased from Retailers under our Money Back Guarantee. However, you will receive a refund of any paid activation fee, 1st month service charge, fees and certain taxes.


Charges for any overages, payphone calls to Vonage toll free numbers, and out of plan international calls or any other features and services outside your plan are separately emailed, billed and charged to your payment method within seven (7) days after cancellation.