April 05, 2006

Vonage Sucks - Won't Release my number for Transfer

I used to be a Vonage fan but no more. I'm trying to transfer a phone number away from Vonage. I had intended to keep the service under a different number but now I'm not going to.

I got my number originally from SBC and transferred it to Vonage. But I never thought at the time I transferred it that they would attempt to keep it and keep me from transferring it to anyone else. What they are doing is highly illegal and I'm not going to put up with it. I'm still figuring out how to proceed but the normal processes aren't working. So I need to do something extreme.

In the mean time - DON'T USE VONAGE - they are just a bunch of fucking theives.

Posted by marc at April 5, 2006 01:36 PM

Complain to the FCC and the public service commision in your state. Don't turn off the vonage until you are back with your land line carrier.


Posted by: mememe at April 10, 2006 02:22 PM

This worked for me as I was in the same boat, trying to figure out what step was next. I tried to get my number ported to Vonage. After 30 calls to customer support and everytime them telling me they will get back to me in 24 - 48 hours I finally sent an e-mail to the ceo and his secretary. They will forward it to the 'Executive Response Team' and my problem was solved within a day. This team seems to be able to do whatever it takes to get your problem resolved. Contacts:

Executive Response Team
9:00 AM - 5:30 PM EST

jeffrey.citron@vonage.com - CEO
paula.pangilinan@vonage.com - CEO's Exec. Secretary

Posted by: Jeff at April 17, 2006 08:31 PM

Please visit www.wehatevonage.com and post your story.

Posted by: Sammy Jones at May 1, 2006 09:57 AM

Friends don't let friends use Vonage.

We signed up for Vonage VoIP phone service over a month ago, and they still haven't transfered our old phone number. Now we are having to pay TWO phone bills, and they refuse to do anything about it. We've spent the entire morning fighting with their very rude and unprofessional representatives, and have gotten nowhere. Now they tell me it will cost over $100 to cancel their service, which they have yet to even provide. If you are thinking about using Vonage, think again. I just found out that Verizon offers the very same service, at the same price. At least they are a real company, Vonage is a joke. Just Google "Vonage Sucks", I wish I had before signing up.

Vonage SUCKS!

Posted by: Thomas at May 9, 2006 01:49 PM

Is Vonage any good? Not a chance, Vonage blows!

The customer service is useless and the overall product is brutal in so many real world ways.

I had trouble from the beginning, it took two months to get my original number, which meant that my business basically shut down. I called and email the customer service constantly and this proved to be so frustrating that it made my head explode!

I am now spending the same as i was with my previous carrier and a dirty little secret Vonage side has emerged. I cannot make any 1-800 calls (everything from a pizza to booking a flight is is not possible) in Canada. When i make a call into any phone tree, they read my number as coming from the USA. This means that i cannot send a package with Fedex or anything else for that matter.

The only thing that works is making a regular phone call, which these days is rare with so many answering machines and other features.

I am cancelling my service and going back to my old carrier who has been agressively trying to get me bakc and has offered me the same features and rates as vonage.


Todd in Canada

Posted by: Todd Falkowsky at May 25, 2006 07:45 PM

I just got off the phone with VONAGE and told their customer service people to type VONAGE SUCKS into their closest search box and learn something about their customers. VONAGE doesn't just suck they BLOW. I got rooked into "trying" their product by a salesperson who refused to take No for an answer. So I got the goods and opened the box and realized that the salesperson was not just annoyingly persistent but she had lied to me as well. I asked her if I could set multiple lines up with Vonage and it would be the same price. She indicated "Oh Yes..you can set up multiple lines for the same price" YEAH RIGHT! What a rip ...so I call to cancel - that is when it did it for me...I ran into their ABYSS loosely called "customer service". I can't even tell you the hell I went through to stop them from setting up my phone..luckily I called my phone company and asked them to KINDLY NOT transfer my service to VONAGE and called my Bank and said do NOT pay VONAGE anything...because it is now a month later and 32 phone calls and 12 emails later and I am still getting emails from them saying they are trying to bill my account ....! I've been transferred 106 times. Told to "call customer service and account managers and corporate office (which by the way is 732-528-2600)email our customer support folks at the contact us link..." and still have not been able to get this problem resolved yet. And the funny thing is I never even plugged the thing in...actually put it right back in the box! I guess it should have been a dead give away right off the bat when the first customer service person I ever spoke with sounded like she was talking to me from a tin can in Tunaville.
I guess my advice to everyone is DON'T CALL THAT NUMBER AND DON'T LISTEN TO THE ADS. It just isn't worth it...
You'll end up feeling just like that guy in their ad in the lobster costume that has his tail stuck in the revolving door!

Posted by: dooks at July 21, 2006 10:26 PM

i am a csr at sage telecom and i like vonage. why you ask? cuz all the mean ppl that talk chit to me for no reason tell me they are signing up with vonage instead. hehehehe

Posted by: joe at August 8, 2006 07:29 PM

I ordered vonage on 08/05/06 i paid $44.00 and found out that my line was uncompatiable with the service and called to cancel. they refused to cancel my service saying I had to pay 39.99 to cancel i refused saying that iwould send their package back as soon as it came in the mail. when it came my office called me and told her to give it right back to the ups man its been 3 weeks since then i know theyve received their stupid package. I however never received my money back. I am a graphic designr and created a bumber sticker vonage sucks, i am even thinking of creating a vonage bashing website. I think they suck no i know they suck donkey balls!

Posted by: CHARLOTTE at August 17, 2006 11:19 PM

I cancelled my account and was told that I could keep their device because I was with them for a year. Now I am being charged 95.99. Oh, and I can't get over the disconnection fees. Hello, where the hell did I agree to a contract?
They are so quick with the billing but when it comes to service, they suck. VONAGE IS HORRIBLE.

Posted by: vonage blows at September 9, 2006 04:01 AM

Hey all, found this site while surfing the net trying to find the corporate address for Vonage so that I can fill out a better business bureau report...

I agree with everyone, VONAGE SUCKS ...liston to my story...

I ordered Vonage 07/2006.. my boyfriend was staying with me at the time, and decided he wanted one for himself..without me knowing he used my credit card to pay for it.
When I found out I called "customer care" "couph"
and they told me I couldn't cancel the account in his name because my credit card was used for the transaction. I said fine, but I don't want to be respnosible for any calls that he makes, they said, ofcourse not. I told them I was cancelling my credit card . They said when payment won't go through they would contact him to pay. In the mean time, somehow he was able to go onto his account online and put his account in my name. I called customer care when that happned and they said he had every right to do that since it was in my name. I told them he commited credit card fraud, they didn't agree with me. TO make a long story short, I now owe Vonage almost three hundred dollars because of their lack of security and policy...I'm not going to give up, i'm sending this to the Better Buisness Bureau aswell as the Federal Trade Commison, I am also going to contact the police and file a fraud report. If anyone is interestd into looking into doing a class action law suite email me please, Piscesroses@gmail.com Jennifer:)

Posted by: Jennifer at September 13, 2006 06:18 PM

I have been reading consumers' posts regarding Vonage's practices. I work for a consumer rights law firm and I'm investigating Vonage's actions. I would like to hear from consumers about their experiences with Vonage.

If you are interested in sharing your story, please email me at abby1100ny@yahoo.com

Posted by: Abby at October 3, 2006 01:37 PM

Another number to try of someone on the Executive Response Team is:

Giselle R. Lee-Tin
Executive Response Team
9:00 AM - 5:30 PM EST

Posted by: Jeff at November 22, 2006 09:03 AM

These links to the executive response team at vonage are awesome. I posted my email yesterday to the Jeffrey and Paula emails and was personally called this morning by the executive response team ... problem is solved, 24 hours is all it took. Thanks for the info.

Posted by: Jan at December 22, 2006 07:03 AM

I'm going to try these corporate contacts also...signed up in jan 06 and found it not to be compatible with my alarm monitoring system so asked to cancel in march and was told I was bound to a year contract and there was a disconnection fee equivalent to the years worth of service ( $30 x 12 months)! now I've paid two phone bills for a year and while disconnecting today the rep informed me that I was lied to and could have paid $40 to terminate anytime! They refunded me 1 month and gave me a corporate # that I cannot get through on!

Posted by: mama at January 22, 2007 01:19 PM

Vonage is the worst company I have EVER delt with-PERIOD! The phone service is just horrid. At least 25% of the time, I can hear people fine, but the cany not hear me. I am always told the I am "breaking-up" and can't be understood. I can not send faxes 99% of the time and have given up. I spent 4 and a half hours on the phone the other night (once again)between holding and speaking to a barely understandable customer service person, to try to be able to send a fax....It still doesnt work.
I usually can NOT send touch tones to access my pager or voice mail either. My 4,000 dollar alarm system no longer works, thanks to Vonage either.
I just keep telling myself "ya did this to save money"
I called to cancel my Vonage system today and they want to charge me 40 bucks!??! Can I charge them back for all the faxes I have had to go out and pay a store to send for me? Can i back charge them for all the times I've had to go to a pay phone to call my pager or voice mail (My cell has no service at my house) Can I bill them for the 95 buchs my alarm company charged me to come and look at my system only to be told by the technician that " Vonage is the worst VOIP company ever" and that they have no problems with other VOIP services, only Vonage. And he has NEVER been able to get a Vonage line to communicate properly!
So I pay my alarm company $15.95 a month to monitor a non-working alarm system. "ya got Vonage to save a few bucks"

Posted by: Tim at April 7, 2007 09:57 AM

I also have been a victim of this horrible company, I would like to do something about this treatment of not providing the service we as consumers pay for, i have 2 lines in my home a regular line and a fax line, i had numerous issues with my fax and regular line and every time i call its the same shit (reset your modem sir) i have reset the damn modem like a hundred times in the last 6 months, the issues are never followed thru and are ignored. And the best part is i have to get my indian friend to talk for me cause i am calling INDIA , gee i thought this is USA and i am with an english speaking company...WTF , i am so pissed off cause i am trapped with this garbage, my friends and i call them vonage garbage. i am going to look into going back to regular land line after dealing with this company... I hope anyone can help me while reading my comments and email me some direction to where i can go to get my issues resolved, or at least to let these CEO's know why the stock is going to go down in the future..cause more people like me are going to speak out and let them know.. Thanks for reading my cries

Posted by: giani spirache at April 12, 2007 09:26 AM

I am yet another looser who fell for Vonage's deceitful add about saving money. Not sure what they mean when they say people do stupid things by not signing up with Vonage.. WRONG!! people who sign up with them are screwed instead.

Had a horrible experience with Vonage. Had the NON-service for 3 months and cancelled it. I had to shell out $95 for cancellation. When I called their customer service for reimbursement, they were very curt in their response. When I cancelled the service the person asked me if I authorise him for charging the fee, I specifically said "I DON'T AUTORISE", yet a few days later I had the $95 charge on my credit card. I bet you most of their revenue comes from customers signing in and canceling the service. If they wavered the cancellation fee they will loose their profits.

Does anyone know if there is a class action law suit against the company by unhappy customers? I wouldn't mind spending a little more money to see the company get what it deserves.

Posted by: Vivek at May 15, 2007 10:58 AM

I am also experiencing a Vonage nightmare. I jumped ship to TWC digital phone after having tons of problems with their service simply NOT working at all.

It took TWC 2 months to get my number from vonage and they actually comp'd me for the problems and extra i had to pay both of them.

Now a month after I THOUGHT everything was ok my credit card was billed by vonage, and the next day I got a call from the Police. Apparently my old cell phone (I haven't had for over a year) is stuck in vonages call forwarding system and forwarding ALL calls made from a vonage line to my that old cell number.

Wait that doesn't sound right does it? Calls from a vonage line are going to my vonage account!!!!! So anyone on vonage CAN NOT call my house WTF is that???????????

I'm on the phone with both TWC and Vonage right now. When TWC transfered my service Vonage should have cancelled my account (this is actually a law). Now they want to charge me $40 when I have no contract with them at all, none, never signed, never agreed nothing. EVEN AFTER THEY BILLED ME FOR A MONTH, LOST CALLS, AND CAUSED SOMEONE TO FILE A FORMAL COMPLAINT WITH THE POLICE ABOUT ME FORWARDING CALLS TO THEM.

I don't care if vonage backs off and gives me back the money and doesn't charge me the cancellation fee. I AM going to contact my lawyer about this, they have broken more FCC laws and regulations in the 4 months i had thought existed.

Posted by: Andrew Cormier at July 5, 2007 07:29 PM

Stay far away from Vonage. I switched back to Verizon because the call quality was poor even on the highest setting. Also, the line would disconnect several times per day, to the extent that we we're avoiding using that number. BUT that alone wasn't enough to push me over the edge but their customer service is THE WORST. It took 6 calls that averaged 45 minutes each to get my account cancelled. They continue to bill me even though my number has been transferred to Verizon for over a month. I have filed complaints with the BBB and the Public Utility Comission is working to get my money back.

Do yourself a favor, avoid Vonage.

Posted by: J.H at July 6, 2007 08:46 AM

Sorry that I have never seen these posts before signing up for the Vonage crap. Call quality is the nightmare and they failed to fulfil the rebate. They said they never received my rebate form after mailing them 3 times as well as online filing. Worst CSR's act like they were deaf. I pay $31 a month. This is the worst shit one could have with vonage when you try to cancel your service with Vonage. They threaten me to charge for an early termination fee. NEVER.. NEVER.. AND NEVER Sign up with vonnage. Even if it taks few extra bucks go for the landline. The best way to REVENGE someone is to asking them to sign-up with Vonnage!

Posted by: Nathan at July 12, 2007 01:38 PM

Vonage is fine IF you get it set up and it works. However, our box recently stopped working and I never could get in touch with anyone at Vonage to get a new box. The only contact I received was an email survey asking how my Vonage experience was.

I switched to AT&T and tried to cancel my Vonage service. They had me on hold for 20 minutes, then on hold for another 30 minutes DURING the cancellation process. I'm still on hold. I may have to contact my credit card company to stop the charges. This is absolutely the worst customer service experience I've ever had. VONAGE SUCKS.

They recently lost a patent case that may force them to stop their service. I pray that this goes through.

Posted by: Drew at July 24, 2007 09:35 AM

I had an absolute nightmare with Vonage. I went 2 weeks post surgery with NO phone, not even 911 service. They mailed my router to the wrong address then charged my credit card $100 for the router that I NEVER RECEIVED and this was AFTER I cancelled my friggin' service. I was so pissed.

This is what I did. I filed a complaint with the Better Business Bureau, the FCC, a business advocacy group in the state of NJ (where they are headquartered) and I wrote letters to all my representatives in congress. I received a great response from all of them and had my monies refunded within a couple of weeks. Oh and Vonage tried to make it out like it was my fault. Then Vonage called me and asked if I'd like to have any of my friends or family use the remainder of the month as their phone service. WTF??

By the way, if you must call their customer service in Calcutta, when someone answers just start saying loudly, "I want to talk to an AMERICAN", just keep repeating that. It didn't actually get me an American but it did get me an Indian who spoke better Engrish.

Posted by: Jen at August 9, 2007 09:57 AM

On June 25 we called Vonage to check out the coverage and told the guy that we didn't have wireless because we live in the country. I told him this several times...he said that if we had satellite Tv, we could use Vonage. I told him again that this didn't sound right. He assured me we could use Vonage. I signed up, then called back later because my boyfriend said that the deal didn't sound right. The next customer service guy told me we couldn't uses Vonage..and he would cancel it for me. Three days later our account was still active so I called to cancel again. She swore we could get a certain wireless company where we live. I called Insight and they said no, we couldn't. I called and cancelled Vonage again...by that time they'd already had our Verizon service cut off. To make a long story short, they charged 45.00 to hook-up, 39.90 to cancel, it cost us $57 to rehook up Verizon, plus going without our internet service for several days...we use it for our business. I sent the adaptor back on July 2 and called several times to ask why we hadn't gotten the money back on our bank account. They swear that they never received the adaptor. I've talked to people in India, plus emailed the Executive Customer person and talked to a woman named Regina. They refuse to return any of our money because they say they never received the adaptor. Vonage cost us $85 plus 57 to rehook Vonage, plus no internet for days. What a mess. It began with a lie to us and has been horrible.

Posted by: nancy at August 9, 2007 02:55 PM
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